Update#1: Hello everyone. We are still investigating the root cause of this issue. We have some leads but are still in the process of identifying the main cause and then the fix. I will keep you updated until the issue is resolved. Update#2: We are currently working on a fix to ensure the issue does not happen to anyone else. No ETA but I will update you once that fix has been rolled out. This will not fix those who were already affected, but will make it so no one else gets the issue. More info to come. Update#3: The fix to ensure the issue no longer occurs for most players is currently in testing. We will release it as soon as were 100% sure it does not affect anything else. Thank you everyone for your patience. Next update will come shortly. Update#4: The hotfix that should stop this from occurring, is currently being deployed. More info once it is done. Expect some disconnects after the fix is released. this should only happen for a short amount if time. Thank you everyone for your patience. Update#5: Thank you everyone for your patience. We have just released a fix that should ensure the base reset issue no longer occurs. This means that going forward no more player bases will be reset as a result of this bug. If you get it after this fix was released, please post with a timpestamp of when it happened. Update#6: I see that there has been some confusion regarding my last update, so love to clarify it for everyone: While we dont have any information right now, we are working on this throughout the weekend to figure out how we can best help affected players, and we will share more information as soon as we have it. We estimate that due to the complexity it will take until early next week to find a good way to resolve the issue. My comment does not mean were not working hard on it, it means it will take time. I do fully understand the frustration and we are doing all we can to help those affected Update#7: As mentioned above, we will continue work over the weekend and will have more info on the situation early next week. The issue for the most part has been mitigated, although it is possible for it to occur in some edge cases. Additionally, there is one other known issue. If you place a building into production, you will be unable to cancel it. You will receive a red box error and when you load the game the production will stay intact. Were looking into this issue as well Update#8 - We are currently releasing another hotfix to help mitigate the base reset issue. This should further assist stopping the issue from occurring as well as give us more insight if it does continue. We are still looking into what can be done for players who have experienced the issue. More information regarding a possible fix for those affected will be posted once it becomes available. Update#9: The hotfix has been pushed out. The issue with bases resetting should be mitigated for a majority of the players (meaning it shouldnt occur again). If your base is reset after this hotfix, please post on the forums with your user id and timestamp of when it occurred. We are still hard at work looking into what can be done for those already affected. Updates to come. Update#10: An additional hotfix has been released to help stop the issue from occurring and give better insights if it continues. We will continue working on stopping the issue from occurring and helping those that have had the issue occur Update#11: We have not gotten any new reports of the issue since the 1:30PM PDT hotfix. Our issue logging also shows that no new instances have occurred. If you had this issue occur after 1:30PM PDT on 11/4/13, please post in the thread: https://kixeye/forum/discussion/410633 with your user id and time (it has to be after this last hotfix, older user ids wont help in further debugging). We are still focused on ensuring the issue no longer occurs as well as are working on ways to assist those affected. Thank you for you patience everyone. More updates as more informations is made available Update#12: We havent seen very many new reports of the issue (most posted and reported occurred before the final hotfix). We are still hard at work at ensuring weve patched what caused this issue to occur as well as working on ways to fix players affected. A fix will not go out today (11/4/13) but expect more updates throughout the day tomorrow. this is our top priority and we will continue working on it until the issue is stopped and we have helped those affecte Update#13: Hello everyone. For this mornings update: Were still working on completely stopping the issue from occurring. From what we see it has been stopped significantly. It is still occurring at an extremely low rate and we are working on plugging the last whole. In terms of players affected, we are still working on getting the players back into a good state. We still have no ETA but as stated our goal is to get players back as close to their previous state as before the issue. We still have no specific information, but we are making headway. As soon as I have specific info on what will be restored for players, I will let you all know. This issue is our number one priority. I know its taking longer than anyone would like to get this resolved, however we wont stop until it is. Thank you everyone, more info will become available throughout the day Update#14: Hello everyone. I want to give you all an update with up to the moment information and specifics. - New Base Resets- We are still working on ensuring the issue stops happening. We have made huge strides here, however we want to 100% stop it before calling victory. I will update you once we have eradicated the issue and it is no longer occurring. - We are still working on a fix and plan for those already affected. We know that most players’ research on units should be fine. When we get a fix, your units upgrades should still be the same as they were before. The difficulty comes in data for the buildings themselves. We are doing all we can to get a plan together to return affected player bases to a good state. Due to the fact this issue affects players of wide-ranging levels, the fix is not easy and thus will take a prolonged amount of time. We are doing all we can to identify the best fix for all players and get everyone back into a good state. When we have more specifics of what the fix will entail for players, we will update you immediately with even more specifics. Thank you everyone for your patience during our work on this issue. We will keep working until it is resolved! Update#15: We believe we have found the fix to 100% stop the base reset issue from occurring going forward. The fix is currently be deployed to the live environment and battles are currently down to ensure the fix takes effect. Once battles are back online, the issue should no longer occur. We are still hard at work on a fix for those who have already been affected. We are making good progress, however there is still no specifics or ETA on the fix. Once we have more info on specifics, Ill pass it on here. Rest assured, this is our number one priority and we WILL keep working on this until we have a fix. Update#16 - Hello everyone. Were still hard at work on the issue and as mentioned before have made good progress. A fix will not go out today, but expect more info tomorrow. Everyone is working on this and were doing all we can get the affected players back into a good state. Well continue working on this issue overnight and wont stop until we have it resolved. More info to come tomorrow. Thank you everyone for your patience while we work on this issue Update#17: Hello everyone. We will be testing out potential fixes throughout the day in order to ensure whatever the fix may be is safe as well as the parameters of what the fix will entail. We will be testing throughout the day and once we have a good fix we will move on to the execution plan. There is no ETa but we are making a lot of progress. Expect more updates as we get more information. thank you everyone for your patience, were getting closer to the goal. *Note: If you havent already, please dont start rebuilding. If you have already dont fret it shouldnt affect the potential fix. It simply makes it easier for the logging that identifies affected players. Thank you. Update#18: Hello everyone. We are currently still testing potential fixes for players with affected bases, and we are making tweak to the fix as we go to ensure everything works as planned. Due to the complexity of the issue and the prospective fix, we expect that testing may expand past today. We know this is taking a while, but its an extremely complex process of restoration and we want to make sure we do whats best for our affected players. Our goal is to return everyones bases back to where they were before this problem; if we cant restore every detail we are going to do everything we can to find the best solution for our loyal players. We dont yet have a firm timeframe, but we are working as quickly as possible on this, and are doing all we can to get as much data as possible restored. This post will be updated with even more information tomorrow when we have a better idea of the parameters of the fix. Thank you everyone for being patient while we work like crazy on it.
Posted on: Thu, 07 Nov 2013 07:49:18 +0000
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