An update on the Missing Characters issue | Forums

[ssKingMast]

Is there a time frame for when this will be fixed?

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

[twyg]

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.

To answer your question they're going to roll back their server and its data (the characters) to the last known good backup, which will return the data to a non-corrupted state. This will be server wide and won't need the team to have to go through every individual. As he states, a whole server was lost. They cross referenced characters and found the issue that way.

For example;
twyg - gs164 lvl 30 dz 30: Server A
frange - gs150 lvl 29 dz 15 Server B
bobznut - gs204 lvl 30 dz 75 Server A

twyg and bobznut were fine as server A was unaffected. Frange on the other hand was on server B which now needs a restore from backup.

This is IT best practices and glad to see that Ubisoft was paying attention.

[Vampero]

Love it!

ISAC data recovery in progress...

[C2ACKER]

pre-patch.... I'm just glad i get to continue playing but at the same time I can't help but feel i should be compensated a little for my losses, which are substantial in my own opinion. would it be safe to assume that you're at least goona throw us some Phoenix creds or DZ funds or perhaps even just some random high end weapon or something? pre-patch? you have no idea how much i accumulated (and lost) ((and then raccumulated)). I'm talking all the daily missions, hours of DZ endeavors, materials, supply drops, boss drops, player drops....

[Ghoulishtie]

pre-patch.... I'm just glad i get to continue playing but at the same time I can't help but feel i should be compensated a little for my losses, which are substantial in my own opinion. would it be safe to assume that you're at least goona throw us some Phoenix creds or DZ funds or perhaps even just some random high end weapon or something? pre-patch? you have no idea how much i accumulated (and lost) ((and then raccumulated)). I'm talking all the daily missions, hours of DZ endeavors, materials, supply drops, boss drops, player drops....

I'd say be happy they were able to recover the characters at all. Additional compensation shouldn't be needed.

Up to a days worth of game time lost isn't that bad.

[Airnavas92]

So they will know what players had their characters disappear?

I just want to make sure I can play tonight, I obviously could not play the incursion but the other 3 in my group had no issues last night.

Hopefully all will go over smoothly, I really would like to get back to playing!

[Enog82]

pre-patch.... I'm just glad i get to continue playing but at the same time I can't help but feel i should be compensated a little for my losses, which are substantial in my own opinion. would it be safe to assume that you're at least goona throw us some Phoenix creds or DZ funds or perhaps even just some random high end weapon or something? pre-patch? you have no idea how much i accumulated (and lost) ((and then raccumulated)). I'm talking all the daily missions, hours of DZ endeavors, materials, supply drops, boss drops, player drops....

It's one day, you won't have lost that much in that space of time.

[Kerosene31]

Will this apply to characters who just lost dark zone rank as well? My character was not deleted, but my dark zone rank went from 31 down to 1.

[ShadyKillas 69]

I'm glad you see that you guys are on the issue and that you are so forthcoming with the information behind the problem not just a "we found and fixed it" response!

I know that many of the community managers deal with a lot from trolsl, to whinny kids, to people legitimate problems or complaints that are out of their control. Please note that from me at least and probably many others that our frustration is nor directed at you personally but at a problem (there are probably just as many that lash out because they are immature too so...) and as our way of voicing that frustration or discontent it falls on those that have the ears to hear it (aka community managers). To be honest I love The Division over all and I have had a very good time playing it. That being said I have also been frustrated with bugs, ranging from other player using broken stats to win in PVP, to disconnects from the game, dark zone stuttering with when you have a headset attached and a host of other problems. I know you guys are working on and and we are thankful. I also will say I prefure quality (bug free) instead of speed when it comes to content but I might be alone in that.

[C2ACKER]

I'd say be happy they were able to recover the characters at all. Additional compensation shouldn't be needed.

Up to a days worth of game time lost isn't that bad.

But at the same time it's not like I'm asking for something that's gonna take money directly from their pockets....I'm only asking for some small measure of reimbersement for all my efforts which ended up amounting to nothing due to an admittedly server side error. You have no idea how much progress I am now absent. m talkin guns, gear, all 3 credit categories.... not to mention how many people i pisssed off by taking their stuff... and all for naught?

DZ funds, Phoenix credits random high-end gear/weapons....anything to show a small measure of compensation.