An update on the Missing Characters issue | Forums

[Natchai_Ubisoft]

Hi everyone

As can be read in this week's State of the Game article: http://tomclancy-thedivision.ubi.com...m:148-76770-32
We will be compensating users who were affected by this issue with 500 Phoenix Credits, and 10x each High End Material.

This compensation has not yet gone through and will take a little bit of time for us to issue, we are hoping to have it done by the end of the week

[XystoZ]

My characters are still gone, haven't been online since Wednesday. Still waiting for support to reply/fix it. Hoping it gets done asap.

[DanO-Xbox]

Hi everyone

As can be read in this week's State of the Game article: http://tomclancy-thedivision.ubi.com...m:148-76770-32
We will be compensating users who were affected by this issue with 500 Phoenix Credits, and 10x each High End Material.

This compensation has not yet gone through and will take a little bit of time for us to issue, we are hoping to have it done by the end of the week

Thank you for the update. Would love to see these before the gear set plans leave the store on Friday.

Dan

[Natchai_Ubisoft]

My characters are still gone, haven't been online since Wednesday. Still waiting for support to reply/fix it. Hoping it gets done asap.

Please contact our support at www.support.ubi.com in that case

[Karlevi]

My characters were wiped nearly a month ago and support has provided no solution whatsoever.
This was the last response I received which offers me no hope of any resolution

"We greatly appreciate you reporting this issue. Please be aware that we have forwarded the information to the development team, and they are in the process of investigating the issue. Until this issue is addressed by the development team, there is no additional troubleshooting that we can provide. We do not receive any information pertaining to possible patches until they are released and have no further information in that regard. You can find notifications regarding patches or known issues on our forums here: http://forums.ubi.com/forum.php We thank you for your patience and understanding."

[digitalwarrior2]

Unable to past the loading screen gets to 10% and stops working fine at level 20 until today ? help ??

[VAMPIRUSUNUM]

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

I have a question my character was missing all his clothes and weapons also all my dlc was missing as well is there a fix for this.

[SILENTSINISTER]

This just happened to me yesterday and I bought gold edition. So I lose all my hard work bc your server sucks. How's that fair? People pay money and the grind is damn ridiculous in this game. We should get back extra for your screw up.

[DonkinBen]

Okay so there's plenty of people that has this problem and were told to contact support that does nothing what so ever to resolve the issue, then weapons in dz are changed around so now we can't get the chance to get them. But it's all good we get compensated some gold crafting material YAY! What good is that if we don't even have our characters to play the game for weeks people has had to put up with this

[Hollywood TX82]

Another week down and to my surprise, STILL no character