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  Click here to go to the first Atlas Reactor Team post in this thread.   Thread: Network Issues Update 11/11 [Updated 10:01 AM PDT, 11/14]

  1.   Click here to go to the next Atlas Reactor Team post in this thread.   #1
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    Network Issues Update 11/11 [Updated 10:01 AM PDT, 11/14]

    Greetings everyone,

    We know the last two days of disconnects and lag have hurt your gameplay, and we want you to know that our teams have been working as hard as possible to get everything back to normal. We’ve identified two network issues that are causing troubles for those of you connecting to our Dallas (North America) datacenter. One is a network equipment issue on our side, and the other is an internet service issue outside of our network. Both of these issues happening simultaneously is leading to the unusual performance everyone has been recently experiencing.

    We are incredibly sorry about this, and getting our network back to 100% is our #1 priority. We’re working with outside providers and our internal hardware teams to get both of these issues squared away. However, it is possible that these disconnects may continue to occur intermittently through the beginning of the weekend.

    We’re making note of what customers are affected by this, and we’ll follow up with all of you once these issues have been resolved. Thanks for sticking with us through this, and we look forward to getting all of you back in the game!

    Sincerely,
    The Atlas Reactor Team

    UPDATE: We've decided that instability is more frustrating than not being able to play, so we've locked the servers until further notice. We are working VERY hard to get this sorted out. Thank you for your patience. We'll get you back into the game as soon as possible.


    UPDATE - Friday 4:46PM PST:
    We have done some fancy tech things and have a temporary fix for this weekend. Currently, you may experience drops if you are not IN a game, that includes being in the lobby before a match. However, once in match, you shouldn't experience a drop. If you do, it is because of some other reason, not related to this one.

    We will either update you tonight , if something changes, or tomorrow! Good luck. Have fun. Ranked is turned back on as well

    UPDATE - 10:01 AM PDT, November 14 -- Our network continues to suffer connectivity issues and our team is working to mitigate those new issues at this time. We are absolutely still looking at compensation for all affected by this set of outages and instability. An additional update will come later today, or earlier if we receive new information.


    3:00 PM, November 14 Update

    Hey all, we have a new update on our progress in tackling these recent network issues. Over the weekend our network team performed a variety of mitigation steps to make your experience better, and we’re happy to report that those steps have improved our stability. Some of you have also let us know that things have been better during your play over the weekend. However, the underlying causes of these issues have still not been fully fixed, and our team is still tackling the problem. You may continue to see some infrequent drops or continued periods of lag in the days to come.

    We know that many of you have been impacted by all of these issues, and we’re sorry that they’ve impacted your play in the first place. Compensation packages of items and patron time will be sent after our network is back at 100% and everyone can reliably enjoy their favorite games. We’d rather not send them early, so we can make sure we’re fairly making these packages based on how long this process may take.

    Thank you for adventuring in all of our worlds, even through this period of issues. We appreciate having each and every one of you here, and we’ll get this fixed so you can go back to the important stuff: endless adventure!

    Sincerely,
    Your Friends at Trion Worlds

    UPDATE Tuesday 11/15 2:18pm PST
    Thank you all for being so patient and understanding regarding the recent network connectivity issues.

    Over the last few days we've implemented several changes that have increased stability, though we're still working to address the underlying cause.

    Players will still be affected by the issue periodically, but getting this fix in place is our top priority. We're putting together compensation packages for all of our games and will send those out once we've gotten the network issues resolved.

    Keep an eye on this post for more updates.

    UPDATE Thursday 11/17 1:22pm PST
    Just a quick update on our progress. Our network team has done really great work to keep things running more smoothly over the last few days. We do still have occasional disconnects but we recover very quickly. The new router hardware is arriving this week and we'll start the process of getting everything hooked up and tested as soon as possible.

    We are also working with third party Internet providers so we'll likely make the switch over to the new hardware on a weekday rather than bringing it online over the weekend (just to be sure to avoid any extended downtime).

    we will continue to update you all as we gain new information! Thanks everyone!

    --------------------------------------------------

    November 18th, 4:30 AM PST:

    A short time ago we were advised that our network is once again experiencing connection issues. Our techs are investigating and working to stabilize the service as fast as we can.
    (Brasse)

    ------------------------------------------------------------------------------

    November 21st, 3:35pm PST:
    Thank you for being so patient and understanding! Read here for the update!

  2.   Click here to go to the previous Atlas Reactor Team post in this thread. Click here to go to the next Atlas Reactor Team post in this thread.   #2
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    UPDATE: We've decided that instability is more frustrating than not being able to play, so we've locked the servers until further notice. We are working VERY hard to get this sorted out. Thank you for your patience. We'll get you back into the game as soon as possible.

  3. #3
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    So this is an issue more timely than just a few minutes I imagine?

  4. #4
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    So do we have an ETA on how long servers will be down? Haven't been able to play properly in three days now.

  5. #5
    Servers back...Issues stronger than ever

    edit:
    and servers gone again...please only open if its 100% fixed..game is not no joy its unplayable

  6.   Click here to go to the previous Atlas Reactor Team post in this thread. Click here to go to the next Atlas Reactor Team post in this thread.   #6
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    Please realize that we need to "open" the servers occasionally to test certain things. Let us do the technology side of things and we'll get you information when it's safe

  7.   Click here to go to the previous Atlas Reactor Team post in this thread. Click here to go to the next Atlas Reactor Team post in this thread.   #7
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    UPDATE - Friday 4:46PM PST:
    We have done some fancy tech things and have a temporary fix for this weekend. Currently, you may experience drops if you are not IN a game, that includes being in the lobby before a match. However, once in match, you shouldn't experience a drop. If you do, it is because of some other reason, not related to this one.

    We will either update you tonight , if something changes, or tomorrow! Good luck. Have fun. Ranked is turned back on as well

  8. #8
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    Were there server issues approximately half an hour ago? Both myself, and several members of Vexed Gaming were disconnected from the game and unable to even reconnect to Glyph, right in the middle of the ESL tournament, this caused a forfeit on our part, but they were able to get back in shortly after. Is there any ETA on an actual fix?

  9.   Click here to go to the previous Atlas Reactor Team post in this thread. Click here to go to the next Atlas Reactor Team post in this thread.   #9
    9:32 AM PDT, November 14 Update -- Our network continues to suffer connectivity issues and our team is working to mitigate those new issues at this time. We are absolutely still looking at compensation for all affected by this set of outages and instability. An additional update will come later today, or earlier if we receive new information.

  10.   Click here to go to the previous Atlas Reactor Team post in this thread. Click here to go to the next Atlas Reactor Team post in this thread.   #10
    Reactor Team
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    3:00 PM, November 14 Update

    Hey all, we have a new update on our progress in tackling these recent network issues. Over the weekend our network team performed a variety of mitigation steps to make your experience better, and we’re happy to report that those steps have improved our stability. Some of you have also let us know that things have been better during your play over the weekend. However, the underlying causes of these issues have still not been fully fixed, and our team is still tackling the problem. You may continue to see some infrequent drops or continued periods of lag in the days to come.

    We know that many of you have been impacted by all of these issues, and we’re sorry that they’ve impacted your play in the first place. Compensation packages of items and patron time will be sent after our network is back at 100% and everyone can reliably enjoy their favorite games. We’d rather not send them early, so we can make sure we’re fairly making these packages based on how long this process may take.

    Thank you for adventuring in all of our worlds, even through this period of issues. We appreciate having each and every one of you here, and we’ll get this fixed so you can go back to the important stuff: endless adventure!

    Sincerely,
    Your Friends at Trion Worlds

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