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Posted by: Mike O Brien

Mike O Brien

President -- ArenaNet

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As we previously posted, today’s release unfortunately contained a bug that damaged character records, and in response we’ve taken down the game servers and are in the process of rolling back the state of the game to where it was before the release.

We shut down the game servers at approximately 11:30 am PDT (18:30 GMT), and we’re rolling back the game state to 9:10 am PDT (16:10 GMT), so there’s a 2h 20m window where all changes to the game are being rolled back. Here are the details for what will happen to various changes made during that window.

If you created a new account during that time period, you’ll have to create it again. If you changed an account, for example changing your password or applying two-factor authentication, you’ll have to redo that change. If the customer support team changed your account for you, for example restoring it to you, they’ll redo that change over the next 24 hours.

If you purchased the game on an existing account, we’ll restore your purchase. If you purchased the game on a newly created account, you’ll need to recreate your account. We’ll contact you so we can restore your purchase after you have recreated your account.

If you purchased gems, we’ll restore the gems. If you purchased an item using gems, that purchase will be rolled back, and you’ll have your gems back. You can purchase again. If you purchased a sale item that’s no longer on sale, you can purchase again, then contact customer support for a refund of the difference between the current price and the sale price.

All in-game transactions are being rolled back, including transactions through the currency exchange, trading post, guild bank, and in-game mail. The trading post will come back online after the rest of the game does, and with buy and sell offers back where they were prior to this morning’s release.

Character progress made during the affected time period is being rolled back. If you had an extreme situation, for example you got a precursor from the mystic forge and then had that rolled back, contact our customer support team and we’ll try to help you.

Thank you for bearing with us through this process. We’ll be back online soon.

Mo

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Posted by: Andraus.3874

Andraus.3874

Thanks for the update

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Posted by: Inculpatus cedo.9234

Inculpatus cedo.9234

Great to hear! Thanks to all those that worked so hard on this.

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Posted by: Blude.6812

Blude.6812

You forgot to mention the approximate for completion. ‘Soon’ means???

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Posted by: Impretty.7509

Impretty.7509

Soon means soon… If you’ve played long, you know they won’t give a time.. that would just be stupid on thier part

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Posted by: Countess Aire.9410

Countess Aire.9410

Thanks for the update. Look forward to getting my daily GW2 Fix.

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Posted by: Galtrix.7369

Galtrix.7369

Ouch. This definitely sucks.

[~Galtrix~] [~Level 80 Elementalist~] [~GoM~]

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Posted by: Endless Soul.5178

Endless Soul.5178

~snip~

We shut down the game servers at approximately 11:30 am PDT (18:30 GMT)

~snip~

Thank you for bearing with us through this process. We’ll be back online soon.

Mo

It’s almost 8:00 pm PDT. I’ve been playing the Guild Wars franchise since open beta 2005. In all those years, I can’t think of any time where the game was purposely shut down for this long (8.5 hours). Amazing!

While yes, I’m frustrated and going through serious Guild Wars withdrawls, I can only imagine how frantic things must be at the Aner offices right now. I don’t envy them.

Asura characters: Zerina | Myndee | Rissa | Jaxxi | Feyyt | Bekka | Sixx | Akee | Tylee | Nuumy
| Claara
Your skin will wrinkle and your youth will fade, but your soul is endless.

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Posted by: Muusic.2967

Muusic.2967

Soon means soon… If you’ve played long, you know they won’t give a time.. that would just be stupid on thier part

Yes but “minutes/hours/days” or even a “we have no clue”" would be nice. Thinking back to the Sony glitch they used “soon” for over 2 months.

Be who you are and say what you feel for those who mind dont matter and those who matter dont mind
~Dr. Seuss

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Posted by: Sonja Teh Trapper.7012

Sonja Teh Trapper.7012

thanks mike & anet team for working on fixing the problem an letting me know about the issues of the problem

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Posted by: Sasori.8642

Sasori.8642

Character progress made during the affected time period is being rolled back. If you had an extreme situation, for example you got a precursor from the mystic forge and then had that rolled back, contact our customer support team and we’ll try to help you.

This is awesome. I didn’t get a precursor, but I’m sure the people that lost ones will be relieved.

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Posted by: Caius.8094

Caius.8094

Precursors…. what are those? 4 years playing and never saw one appear on drop – only in mystic forge.

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Posted by: cyn.2157

cyn.2157

Thanks – I know how unpleasant everyones day has been, and I can imagine it will be longer yet.

One thing I did want to mention is that if something was on sale and was purchased during those two hours, someone might not have enough gems to purchase it again and await the refund – which could cause some negative feelings that they need to “buy moar gems!” in order to get in on the sale. Depending on how much caffeine is still in the proverbial pot, extending the sales from today into another day might be appreciated. (I’m actually a bit confused why this would happen, since anything that was on sale when the new client dropped should presumably still be on sale for the rest of the day, I thought gemstore rotation happened midday at the same time as patches, and did not to coincide with for e.g. daily resets)

-Fade Nightshade (thief all the way, baby)

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Posted by: Vegeta.2563

Vegeta.2563

Ouch. This definitely sucks.

It’s right before the patch hits, so it only 2 hrs and 20 mins lost time.. at least it’s not a week worth.

This Guild Is Fire [PRUF]

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Posted by: EmoGiggles.9078

EmoGiggles.9078

Thanks for the update. Though not gonna lie, I absolutely LOVE being back in Guild Wars 1 for awhile! It’s amazing to see so many people back on there lolol I’ve missed my monk so much!!!!!

~Emo Giggles ~
Mag, FA, TC, SoS, BG and Deso (EU)
(Because one account, is never enough)

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Posted by: Hazell.2065

Hazell.2065

How about pvp league progress? I progressed from ruby to diamond during that time and it’s going to be suck for me if it’s reverted.

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Posted by: KoroNoHiyoko.6382

KoroNoHiyoko.6382

lol me too, i actually played Elsword for like an hour and i just logged off like i rather play GW2 but then i remembered it was down… .-.
.-.
(TnT) (..) zzZ
_
L.(III).L(III)(III).()7__

(edited by KoroNoHiyoko.6382)

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Posted by: kelso.2354

kelso.2354

It is better to have the game rolled back than it is having permanent damage to the game, ArenaNet is being very thoughtful and professional about this, some game companies wouldn’t even tell us what is going on at all

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Posted by: Blaze.4692

Blaze.4692

im guessing standings in rank pvp will be affected?

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Posted by: nifenthebak.6903

nifenthebak.6903

Mike,
Thanks for the candid and honest response about what is happening. You have a great team and a great game. I’m sure your staff will get it all worked out properly and soon.

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Posted by: Boysenberry.1869

Boysenberry.1869

If you had an extreme situation, for example you got a precursor from the mystic forge and then had that rolled back, contact our customer support team and we’ll try to help you.

I totally forged 1,000 precursors this morning while on the luckiest binge ever! Honest!

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Posted by: Mochi.7083

Mochi.7083

thanks for the update. c: at least i know i’m not going to lose the eight levels i got on my mesmer last night. too bad for other people losing progress though. but, at least it’s only 2 hours. that should be easy to get back.

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Posted by: marquise.8059

marquise.8059

Thanks for the update, Mike.

There is no passion, solely obsession. No knowledge, solely conviction. No purpose, solely will.
There is nothing, only Me.

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Posted by: Linken.6345

Linken.6345

Wait dident patch go live at 18:00 so why is the rollback 2h and 20 mins instead of 35mins?

Surely you create a backup before you patch right?

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Posted by: Galtrix.7369

Galtrix.7369

Ouch. This definitely sucks.

It’s right before the patch hits, so it only 2 hrs and 20 mins lost time.. at least it’s not a week worth.

Yes, but for anyone that farmed a lot during that time (like myself), it definitely sucks that this had to happen. I’m glad that Anet caught the bug though…. that would’ve been much worse to have it go unnoticed for an entire week.

[~Galtrix~] [~Level 80 Elementalist~] [~GoM~]

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Posted by: Hilko.1760

Hilko.1760

I was #1 on the fractal leaderboards today at noon. Am I still #1?

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Posted by: gryph.8734

gryph.8734

I find it very amusing how people are concerned about their PvP rank. Honestly, is a couple of hours worth of rollback going to make that much difference to you people?! SMH

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Posted by: TheNecrosanct.4028

TheNecrosanct.4028

This is good news. It was an odd feeling, not doing my daily reset Teq kill, but I survived. xD

Also good to hear the time to where the game is rolled back. I got my first precursor in 4 years of playing the game, but that was a few hours before the rollback time.

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Posted by: Beldegren.7913

Beldegren.7913

Thanks for the update on this! Can’t wait to get back in when it’s up.

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Posted by: Gaile Gray

Previous

Gaile Gray

ArenaNet Communications Manager

Next

Pro Tip: If you’ve been sitting at the log-in screen, you may continue to get the “Can’t log in” message even though the game is accessible. Close the game completely and start over. Success!

See you in the game!

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

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Posted by: Yesod.5264

Yesod.5264

And for anyone thinking ‘Perhaps I can get a precursor by falsely claiming to customer support I lost one!’.

… No.

ANET very likely will maintain replica-like access to the contaminated database with more than enough information to corroborate your claim is false.

Kindly do not waste their time.

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Posted by: Vmaster.7190

Vmaster.7190

Thank you kindly for the update.

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Posted by: Impretty.7509

Impretty.7509

Most likely, pvp progress will be rolled back aswell… dont see how it couldn’t be rolled back, .. everything is being rolled back.
You did it once, you can do it again… just fight well and stomp hard

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Posted by: Razor.9872

Razor.9872

…serious Guild Wars withdrawls…

NSPride <3

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Posted by: Kiteisa.3189

Kiteisa.3189

Thank you to all of you at Anet Staff who are working so hard to get this taken care of. You guys are great, and your hard work is appreciated. Thanks also for the communication.

Nottsgman’s Girl ~ Half of the Dynamic Duo

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Posted by: DeadlyDahlia.9102

DeadlyDahlia.9102

It’s baaaaaaack! Woot!

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Posted by: Vonmanstein.3645

Vonmanstein.3645

Wow

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Posted by: Leiloni.7951

Leiloni.7951

Pro Tip: If you’ve been sitting at the log-in screen, you may continue to get the “Can’t log in” message even though the game is accessible. Close the game completely and start over. Success!

See you in the game!

Ooh we can play?! Nice, I still have an hour or so before I need to get ready for bed.

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Posted by: Beelzeboss.4687

Beelzeboss.4687

And that 2.30hs re just deleted? :/ I had a ascended weapon box from fractal. So just… gone?

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Posted by: Stormcrow.7513

Stormcrow.7513

Network error 1083

i7 3770k oc 4.5 H100i(push/pull) 8gb Corsair Dominator Asus P877V-LK
intel 335 180gb/intel 320 160gb WD 3TB Gigabyte GTX G1 970 XFX XXX750W HAF 932

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Posted by: tommyk.3268

tommyk.3268

Thanks to everyone working hard in your staff, we all hope to be online soon.

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Posted by: Knight In Shining Armor.1708

Knight In Shining Armor.1708

Couple questions: Will the new bloodstone items still be available with tickets?

Will the new basket brawl be available?

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Posted by: Leovic.8615

Leovic.8615

Yep I’m in, yes her hair is shorter but WE ARE BACK IN ACTION! If you see a Anet Dev HUG THEM! HUG THEM TILL THEY SQUEAK!

“TACOS! The meal of champions!”

(edited by Leovic.8615)

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Posted by: Spiritus.8279

Spiritus.8279

Splendid! Can’t say better than that.

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Posted by: wisprr.4612

wisprr.4612

Thank you Mo for being with us here through this, I knew you’d get things sussed out, was just hoping a bit sooner then this. deep breath And I hope ‘soon’ means thirtyish minutes or less as opposed to three plus hours, heh, we’ll just have to see I suppose. Thanks again. ^.^

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Posted by: shadow.6174

shadow.6174

You forgot to mention the approximate for completion. ‘Soon’ means???

Soon just means Soon™ :P

In a certain way it’s good to see that changes to account also are going to be rolled back, there have been several reports of people changing their passwords without reason just because the misleading message on the launcher, they just won’t need to worry about the change and recall the old one they were used to use (although if they don’t realize it was rolled back… well, there they go again :P)

Anyway, thanks for the update and sad to hear such disaster happened.In 3 years of playing it’s the first time I see GW2 going fully offline.

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Posted by: Zepher.7803

Zepher.7803

Precursors…. what are those? 4 years playing and never saw one appear on drop – only in mystic forge.

yep been here since day 1, and no precursor drop, spent a pretty decent chunk of mats and money in the forge, nothing…
whats the most common way to use the forge for a precursor? exotics, mixed, rares, same type ….I think last time i tried all same type of crafted rares.
would love to get a precursor so i can waste the rest of my days getting the rest for a legendary finally.

Sincerly, Me.

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Posted by: Impretty.7509

Impretty.7509

Can get to char select, then white screen ….

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Posted by: LimitBreaker.4165

LimitBreaker.4165

It’s back up boisss

AAAAAAAAAAAANNNND TP is down…

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Posted by: Liston.9708

Liston.9708

Pro Tip: If you’ve been sitting at the log-in screen, you may continue to get the “Can’t log in” message even though the game is accessible. Close the game completely and start over. Success!

See you in the game!

ty – this was my experience

YB→YB→YB→YB→YB→YB→YB→most likely YB