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Old 10-24-2012, 05:14 AM
Battlestorm Battlestorm is offline
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Join Date: Oct 2012
Location: USA
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Thumbs down Unable to Log in - Connection Time-out

I've been unable to log in since last night (starting at around 10pm). I'm still unable to log in this morning, as of 6:10am. My suggestion:

1. Develop a way to monitor these types of issues
2. Assign competent individuals to receive these monitoring alerts and provide them with an escalation route
3. Immediately post a downtime notification to your main website and to the forum (perhaps input a banner)
4. Either state that there is an ETA or that there is none, but give the status of an ETA before the status of work being done to fix the problem
5. Preventative measures!
6. Full disclosure: what happened, why, how it was resolved, and then state why it won't likely happen again (at least not the same way)

You give people that, you'll have solid customers that will endure outages with relative ease. While "waking up the programmers" is funny and maybe dead-on true, saying "we're working to engage all the necessary resources to resume services as soon as possible" rings a bit deeper and give people a sense that you're treating this situation with professional integrity.

That's just my two cents. Thanks for the great game all-the-same

Last edited by Battlestorm : 10-24-2012 at 05:24 AM.
Old 10-24-2012, 07:02 AM
zimmozman zimmozman is offline
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Join Date: Jun 2011
Posts: 21
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Originally Posted by Konstantin Fomenko View Post
Once again sorry about the server downtime, we are working on resolving the issue and waking up our programmers... At the very latest server will be back up by 8am EST and we`ll be doing our best to resolve this once and for all this week.
any update on this
Old 10-24-2012, 08:09 AM
Brian Shingles's Avatar
Brian Shingles Brian Shingles is offline
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Join Date: Mar 2010
Location: Somewhere in England
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Brian Shingles is on a good road to success

I've been informed the server issues have been addressed and players should be able to log in now (I've tested this for myself).

We apologize for the inconvenience this has caused and hope to see everyone in game again soon.

@Battlestorm - we appreciate the feedback and will work to improve how we deal with these issues in the future.
Old 10-24-2012, 09:20 AM
Konstantin Fomenko's Avatar
Konstantin Fomenko Konstantin Fomenko is offline
Reverie World Studios - Producer & Design Director
Join Date: Mar 2007
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Konstantin Fomenko has extremely good reputationKonstantin Fomenko has extremely good reputationKonstantin Fomenko has extremely good reputationKonstantin Fomenko has extremely good reputation

Once again we are really sorry for the downtime and working to implement a better way to handle this in the future (thanks for the feedback!)

As for "waking up programmers" - our office is in EST timezone (Toronto) so by the time we received notification it was almost midnight, and our server lead programmer was asleep, thus the waking up part I guess we`ll need to look into night shifts or getting someone in European timezone to also monitor server stability as the player population grows.
Old 10-24-2012, 10:08 AM
clucernoni clucernoni is offline
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Join Date: Oct 2012
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I really appreciate the honest and open approach and I think most people will agree. We know problems happen, just keep us informed. Thanks for your hard work!
Old 10-25-2012, 03:56 AM
Draco Draco is offline
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Yeah, I actually tried making a new account yesterday, then got a connection time out. Checked the forums, saw it was being worked on so decided to wait till to try again, still got the same connection timed out issue, may be something else on my end?

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