Login & server issues - status updates here

[76561198199341507]

Dear Others,
as you all know we had a pretty rough night and continue to experience server problems. We know some of you are disappointed but we assure you we did not anticipate these kind of issues - Otherland has had a busy first day and the CCU has exceeded both our expectations as well as previous CBTs. While we DO have enough hardware the increased load created issues in the server software itself. The server issues then have created follow up issues (players getting stuck, lost items). Now we want to share with you how we are going to address and hopefully solve these issues within the next two days starting with a patch hopefully later today that has several fixes (the maintenance for the patch will be first in EU, after confirmation NA):

1) server issues: our login servers were hammered by simply to many simultaneous connections
a) we are working to implement a login que system that channels these connections to lead people more efficiently into the game; it should go live with today's patch.
b) as several zones (because everyone started with level 1) had to much load, we are planning to add add multiple channels for busy zones. This feature is already being prepared for some time but not quite ready yet and frankly we did not expect we need it so urgently. We are speeding up our efforts to release it and testing so far looks promising; yet we cannot confirm yet if it will go live today.

2) Users are stuck: actually, the common cause for this are server issues and by solving the first big issue we hope to minimize this one as well; yet we have decided the following for the different cases:
a) stuck in the tutorial: sorry, at this point please create a new character
b) stuck in Limbo (currently 50% of known cases) with the Portal not working: the Quest is being changed and patched for a portal to come up; this should go live today
c) we are one by one fixing similar quests that have zone transmissions, as you anyway progress through the game they will be patched over time
d) for those of you who are still stuck (after reaching lambda) we are adding a button in the escape menu to port to the lambda mall portal; we are trying but are not sure this can go live today or early next week
e) IF you are still stuck after these fixes please create a Zendesk ticket ([e-mail]) with your steam ID so our support staff can take a look

3) For those users that need to create new character and were sad that their old name was blocked, we also hope to patch a solution today where the server will check deleted accounts and make the name available after a few minutes.

4) On usage of credits please let us point out again that these are currently given as a bonus in the Deluxe and Collector's Edition for testing purposes. They are not required for gameplay or quests and purely optional. That being said we did have a bug that if an item (e.g. in the Metamorph) was free or would require bits it would still deduct credits and thus not be available for users without it. We will fix this bug and re-credit the DLC credit packages to everyone who got them in their package, however we do not have an ETA for this yet.

PS: also still planned is a repeatable quest to let you farm credits

5) We know we have instability issues with certain zones, however we need time to analyze the logfiles to determine if these problems are connected to the high load and will be solved by adding channels. Part of the team will start with that once tasks 1-2 are done so we will provide you with an update later.

Attention: We decided to keep the servers online until we can apply the patch, even though we know the EU server is unstable. Please keep this in mind. The US server should be better.

Update 09/11/2015 6PM GMT+1 >>
We now testing internally the newest patch and fixes. Right now the login queue does what it should and it runs smoothly. We are also testing a new portal in the Limbo which should unstuck all the stucked chars. We also started to fix the credits issues. Some of them are already fixed, some unfortunately not. We will patch the last Credit issues later on.

We are planning a server maintenance around 10PM GMT+1. We don't know how long it will take. We will keep you updated here in this thread. Thanks for your understanding.

Update 09/11/2015 7PM GMT+1 >>
To test the newest fixes and solving a few tiny issues we will shut down the servers NOW. It should not take more than 4 hours.

Update 09/11/2015 8PM GMT+1 >>
"Still working on it"

Update 09/11/2015 9PM GMT+1 >>
Otherland 1, us 0
For now the build is refusing to use the new queue systemand we are trying to figure out why right now. Sorry guys!

Update 09/11/2015 11PM GMT+1 >>
Sorry for the delayed update. We already implemented a few fixes (the credit bugs as example) and the login queue is almost implemented. We still have some work on the servers itself and make a few short internal testings. We have to expand the maintenance to 1AM 09/12/2015. We are really sorry but we won't deploy the newest fixes without knowing that everything works fine.

Update 09/12/2015 1AM GMT+1 >>
Hello Guys! Sorry for the long maintenance. As it seems the servers will be up again within the next hour. Everything is ready and the new build is also done. We are now testing it internaly. If the test results are positive the patch will go live and the server up. Thank you really much for your patience and your understanding.

Update 09/12/2015 2AM GMT+1 >>
Sorry for the long maintenance and thanks for the patience! The servers are up. These are the changes:

1. All players had their Credits DLC reset. This means that they got a full refund of Credits
2. All shops now display their Credits prices correctly
3. A new queue system has been implemented
4. Additional copies of the maps had been added to ensure stability
5. The server now has more hardware
6. The keybinding system has some small improvements (including a "Defaults" button now)
7. A new placeholder interaction key display has been added when targeting objects/npcs that you can interact with
8. All of the previously deleted characters were removed. The names are free again!

But before you can hop into the game, there is a tiny patch waiting for you. Have fun!

[11markosss11]

Here is my ping... http://steamcommunity.com/sharedfiles/filedetails/?id=516344868 NA
+ my dead body while i rejoined the 800++++++k ping http://steamcommunity.com/sharedfiles/filedetails/?id=516347796 Can you teleport me to the mall so i can have fun with ppl ;p? NA* server name Jager

For some reason i can't use the teleproter so can you please teleport me to the mall ;?3
... server maintenance http://steamcommunity.com/sharedfiles/filedetails/?id=516349938 ;( just when i got the fun... started!!!

[76561198199341507]

To test the newest fixes and solving a few tiny issues we will shut down the servers NOW. It should not take more than 4 hours.

[Ciacio]

Can you tell me please how to resolve problem with huge ping (over 10.000 as I remember) on US server? I'm in Poland (EU), but I started to play on US server and I want to continue there...

[76561198199341507]

Originally posted by Ciacio:

Can you tell me please how to resolve problem with huge ping (over 10.000 as I remember) on US server? I'm in Poland (EU), but I started to play on US server and I want to continue there...

Wait for the servers being up again and change to the EU server. ;)

[Ciacio]

Yeah, but can I transfer my char to the EU server?

[76561198199341507]

Originally posted by Ciacio:

Yeah, but can I transfer my char to the EU server?

Unfortunately not.

[Ciacio]

Ok, so I will try to start again :)

[Titanofdoom]

Thanks for the informative update.

[Dab_Masterson]

Originally posted by Titanofdoom:

Thanks for the informative update.

So educational!

[76561198199341507]

I asked Havock for an update and this was the only update i get. :/

[Temmie]

Originally posted by Akio:

I asked Havock for an update and this was the only update i get. :/

hey akio all my character slots are glitched with one character, and if i try delete them nothing happens. and i still got the never ending loading screen on eu, thought i would point that out

[76561198199341507]

Originally posted by II Calamity II:

Originally posted by Akio:

I asked Havock for an update and this was the only update i get. :/

hey akio all my character slots are glitched with one character, and if i try delete them nothing happens. and i still got the never ending loading screen on eu, thought i would point that out

You didn't read the news, right?

[Jaiseck]

Originally posted by Akio:

Originally posted by II Calamity II:

hey akio all my character slots are glitched with one character, and if i try delete them nothing happens. and i still got the never ending loading screen on eu, thought i would point that out

You didn't read the news, right?

K-K-K-K-K-K KOOOOOOO

[Temmie]

Originally posted by Akio:

Originally posted by II Calamity II:

hey akio all my character slots are glitched with one character, and if i try delete them nothing happens. and i still got the never ending loading screen on eu, thought i would point that out

You didn't read the news, right?

yes but i was just pointing it out m8 that's all. i still have to play this game for the first time on the eu server

[Tsukimori]

Thanks for the info. I'll try again in the morning.
Odd that DAW Publishing would interpret this problem as positive.
Twitter: @dawbooks "It's true: the #OtherlandMMORPG's unprecedented popularity on day one crashed the server."