Guild Wars 2

PSA from a player:

This is one of those cases where you need to not TL:DR. I was lucky and at work, so I had not logged in, so I was not affected by this, as I stayed offline.

Read/skim through this post, as some questions have been answered, and MO’s full post informs you of what to do if you are missing items/gold/etc. Open a ticket with support. Don’t expect an issue from this to be worked via a forum thread.

Please be patient, even though it affected far less than it could have, the number of tickets generated will take time to work through. Yes, its frustrating for players, and the staff…so patience is appreciated.

I do this out of understanding from working in a tech field where I have had to deal with these kinds of situation personally.

Thanks to Gaile and MO for keeping us informed, and to all the Devs and support staff who kept at it and got the situation handled as fast as possible.

Would we still get items received from items bought with gems? For example, I bought the Crystal Arbiter Appearance Pack, and I got both Molten and Pyre dyes from the Flame Dye kits. Is there any way for me to get those again, or am I out of luck?

Lepus De Adeptus.2961:

Would we still get items received from items bought with gems? For example, I bought the Crystal Arbiter Appearance Pack, and I got both Molten and Pyre dyes from the Flame Dye kits. Is there any way for me to get those again, or am I out of luck?

You might be able to talk to support if the specific dyes you got were RNG form the kits. I have never gotten a kit, so I wans;’t sure if you got to pick or if it was RNG.

From MOs original post:

“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.”

Thank you ANET. You’re the best!

Mike O Brien.4613:

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

Well,in my case you rolled back the whole day (8-10 hours of yesterday´s (23.august.2016) work thus i have to start the hirathi hinterlands region all over,and i was one vista from completion the region),to top this,aurorun also have its own will now turning on and off as it wants keeping me dead under the cliffs (have i mentioned that in this time during autorun i cant control the movement as mouse dissappears and is not responding along with movement keys?).simply this new patch made for me,new user,the game unplayable and thus im leaving it.so cya folks.

Seriously? You have downtime on the servers for once and I sleep through it? kitten . I could finally complain about the servers being down and now it’s ruined because I wasn’t even there when it happened. I demand another downtime.

Rudnick.6870:

Well,in my case you rolled back the whole day (8-10 hours of yesterday´s (23.august.2016) work thus i have to start the hirathi hinterlands region all over,and i was one vista from completion the region),to top this,aurorun also have its own will now turning on and off as it wants keeping me dead under the cliffs (have i mentioned that in this time during autorun i cant control the movement as mouse dissappears and is not responding along with movement keys?).simply this new patch made for me,new user,the game unplayable and thus im leaving it.so cya folks.

I believe you’re the only one experiencing this. Since yesterday when I logged back on, I haven’t had a single issue with the game, outside of the TP being down. Submit a ticket to Anet, but I doubt it has anything to do with their end. It could be game file corruption, so you can go ahead and do a game repair or clean reinstallation, but I think it’s more likely that there’s something seriously wrong with your computer.

KnightSynergy.3542:

Rudnick.6870:

Well,in my case you rolled back the whole day (8-10 hours of yesterday´s (23.august.2016) work thus i have to start the hirathi hinterlands region all over,and i was one vista from completion the region),to top this,aurorun also have its own will now turning on and off as it wants keeping me dead under the cliffs (have i mentioned that in this time during autorun i cant control the movement as mouse dissappears and is not responding along with movement keys?).simply this new patch made for me,new user,the game unplayable and thus im leaving it.so cya folks.

I believe you’re the only one experiencing this. Since yesterday when I logged back on, I haven’t had a single issue with the game, outside of the TP being down. Submit a ticket to Anet, but I doubt it has anything to do with their end. It could be game file corruption, so you can go ahead and do a game repair or clean reinstallation, but I think it’s more likely that there’s something seriously wrong with your computer.

fancy that for the two weeks ive been playing it was everything all right,till the last nights update.

Rudnick.6870:

Well,in my case you rolled back the whole day (8-10 hours of yesterday´s (23.august.2016) work thus i have to start the hirathi hinterlands region all over,and i was one vista from completion the region),to top this,aurorun also have its own will now turning on and off as it wants keeping me dead under the cliffs (have i mentioned that in this time during autorun i cant control the movement as mouse dissappears and is not responding along with movement keys?).simply this new patch made for me,new user,the game unplayable and thus im leaving it.so cya folks.

The patch went live yesterday morning, and then the game ran for about 2 hours and 20 minutes before they took the servers down. So, anything you did in that time period was erased. If you’re absolutely, 100% sure that progress you made BEFORE the patch was reversed, you should contact support. Your other issues sound like one of the following:

1. Your settings somehow were changed. You might want to check your settings in-game to see if anything looks amiss.
2. Your game has a corrupted file. You could run a -repair on it; that usually fixes most issues like that.

RoseofGilead.8907:

Rudnick.6870:

Well,in my case you rolled back the whole day (8-10 hours of yesterday´s (23.august.2016) work thus i have to start the hirathi hinterlands region all over,and i was one vista from completion the region),to top this,aurorun also have its own will now turning on and off as it wants keeping me dead under the cliffs (have i mentioned that in this time during autorun i cant control the movement as mouse dissappears and is not responding along with movement keys?).simply this new patch made for me,new user,the game unplayable and thus im leaving it.so cya folks.

The patch went live yesterday morning, and then the game ran for about 2 hours and 20 minutes before they took the servers down. So, anything you did in that time period was erased. If you’re absolutely, 100% sure that progress you made BEFORE the patch was reversed, you should contact support. Your other issues sound like one of the following:

1. Your settings somehow were changed. You might want to check your settings in-game to see if anything looks amiss.
2. Your game has a corrupted file. You could run a -repair on it; that usually fixes most issues like that.

shame i already stopped playing the game as i spent some time with it and it simply took from me more (the rollback time) then they told,kinda lies,just like turbine with lotro (stopped playing that too,trhe game is from updatre to update worse and worse=lotro).
my settings haventz cganged at least that problematic autorun was told to be R,still it simply triggered on and off at its own and R still didnt worked neither to turn it off neither to turn it on by myself.

my toggle walk/run key is /

Just quit account / soulbinding everything in the game, this sort of issue won`t be an issue then will it .

Linken.6345:

my toggle walk/run key is /

This is probably something you should make a thread about in the support forum. This thread is only about the rollback itself. Not sure if the autorun buttons changing is related, so better safe than sorry and make a bug thread.

Am I the only one with the downloading the game issue? it starts then stops and starts a ping log and wont reconnect to continue download. it started after most recent update.

I just want to thank Mo, Gaile, and the devs for all their hard work and excellent communication during the outage. As someone who works in the software industry, I totally understand the hardships that comes when a server, or several, go down or have major issues that require a rollback. In the four years that I have played GW2, this was the only time I have heard of or seen such a long downtime. You must have some of the best network architecture in the industry.

I wish you all the best! Game on fellow Tyrians!

Moyayuki.3619:

Linken.6345:

my toggle walk/run key is /

This is probably something you should make a thread about in the support forum. This thread is only about the rollback itself. Not sure if the autorun buttons changing is related, so better safe than sorry and make a bug thread.

was more a reply to the person above me who couldent get it to work with r key.

Rudnick.6870:

Well,in my case you rolled back the whole day (8-10 hours of yesterday´s (23.august.2016) work thus i have to start the hirathi hinterlands region all over,and i was one vista from completion the region),to top this,aurorun also have its own will now turning on and off as it wants keeping me dead under the cliffs (have i mentioned that in this time during autorun i cant control the movement as mouse dissappears and is not responding along with movement keys?).simply this new patch made for me,new user,the game unplayable and thus im leaving it.so cya folks.

1. They rolled back to just before yesterday’s update — two hours were lost, not 8-10; the game was shut down for 8-10 hours. You can contact support and work with them; they are very good about addressing the sorts of issues you are reporting — these have nothing to do with the rollback.
2. If you aren’t willing to give the game another try, please give all your stuff to a friend.