1. #1
    Ubi_Yannick's Avatar Senior Community Developer
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    May 2015
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    Malmö, Sweden
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    208

    An update on the Missing Characters issue

    Agents,

    Some of you reported that their characters went missing after Update 1.1. Our team has identified and fixed the source of this issue to ensure that your characters could be correctly restored.

    The issue was caused by a malfunctioning server that couldn’t synchronize character data correctly and corrupted them instead. The game client was unable to read this corrupted data, and simply assumed that the character didn’t exist. Once this has been identified, we were able to restore the server to its normal functions, thus ensuring that the issue will no longer occur for other players.

    For those who experienced the issue: your character is not gone. We are currently working on a fix that should make it available shortly. Implementing this fix will require a server downtime, and we will let you know when we are ready to perform it.
    Please note however that in order to make your character available, we will need to restore the latest uncorrupted save of your entire account, which happened during the server maintenance of April 12. In other words, your character will be back just as you left it on April 12 at 9am CEST | 3am EDT | 12am PDT. You will lose any progress made on this character or any other one from the same account between April 12 and the next maintenance. This only applies to players who have been affected by the missing character issue.

    We apologize for the inconvenience and want to thank you for your understanding and your help in identifying this issue.

    The Division Team

    UPDATE:
    Hi there,

    We will be deploying a hotfix today that should fix the Character issue that some of you have been experiencing.
    As a reminder, note that in order to fix the issue we must restore the account data of the affected players to their state on April 12, 12pm CEST | 6am EDT | 3am PDT. Any progress made in between or any new character created will be lost.

    We apologize for the time it took us to fix this issue. Compensation will be looked into next week.

    Thanks,
    Yannick
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  2. #2
    ISAC data recovery in progress...
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  3. #3
    Originally Posted by compassghost Go to original post
    isac data recovery in progress...
    thank goodness for that!
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  4. #4
    medicnick83's Avatar Member
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    Jul 2007
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    Now to solve the rest of the problems reported.
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  5. #5
    The progress reset will only affect people who had the missing agent problem, right?
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  6. #6

    Whew!

    Was getting worried.
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  7. #7
    Originally Posted by ThislsSandwich Go to original post
    The progress reset will only affect people who had the missing agent problem, right?
    I can't see how they could identify and restore all of those individual accounts. I'm guessing they might be resetting everyone to pre patch. I hope I'm wrong.
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  8. #8
    lBosko's Avatar Junior Member
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    Jun 2015
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    Any plan on changing or upgrading your servers ? They have been the main cause of frustration troughout the community so far, it's sad
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  9. #9
    Ubi_Yannick's Avatar Senior Community Developer
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    May 2015
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    Originally Posted by ccwdude Go to original post
    I can't see how they could identify and restore all of those individual accounts. I'm guessing they might be resetting everyone to pre patch. I hope I'm wrong.
    The reset will only affect those who have been impacted by the issue, not the other players.
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  10. #10
    Originally Posted by Ubi_Yannick Go to original post
    Agents,

    Some of you reported that their characters went missing after Update 1.1. Our team has identified and fixed the source of this issue to ensure that your characters could be correctly restored.

    The issue was caused by a malfunctioning server that couldn’t synchronize character data correctly and corrupted them instead. The game client was unable to read this corrupted data, and simply assumed that the character didn’t exist. Once this has been identified, we were able to restore the server to its normal functions, thus ensuring that the issue will no longer occur for other players.

    For those who experienced the issue: your character is not gone. We are currently working on a fix that should make it available shortly. Implementing this fix will require a server downtime, and we will let you know when we are ready to perform it.
    Please note however that in order to make your character available, we will need to restore the latest uncorrupted save of your entire account, which happened during the server maintenance of April 12. In other words, your character will be back just as you left it on April 12 at 9am CEST | 3am EDT | 12am PDT. You will lose any progress made on this character or any other one from the same account between April 12 and the next maintenance.

    We apologize for the inconvenience and want to thank you for your understanding and your help in identifying this issue.

    The Division Team
    Please keep this pace when dealing with bugs ingame, never to repeat the "backpack Bug" fiasco again please. We must know whats going on as soon as possible.

    Thanks again.
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