Notice Emergency Server check - Rollback 14/06/2017

Discussion in 'Announcements' started by Karven, Jun 14, 2017.

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  1. Karven
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    Karven Developer

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    Hi Royallers,

    We are sorry to have to announce that due to a bug with our database software, we must rollback the server's database to our latest backup which is from the 11th of June - all progress made during these past 3 days is lost. It will not be possible to refund anything you may have lost during these 3 days.

    We understand the inconvenience this causes, and would like to share what we've done to stop this from happening in the future:

    We've upgraded the hard drive capacity used for database backups, and have increased the frequency of backups from weekly to once every 6 hours. Additionally, we've put a few safeguards in place to ensure that in the event of another bug with the database software in the future, it should be less likely for an issue like this to arise.

    Again, we apologize for the issues this entails, and we are taking the steps to ensure that moving forward, we have more disaster recovery options available to us.

    Some form of compensation will be available, potentially in the form of a limited 2x EXP event and NX, another update will follow to give details about that.

    - Sincerely,
    The MapleRoyals Staff
     
    Karven, Jun 14, 2017
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  2. Sila
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    To answer some commonly asked questions in the shoutbox all in one place:
    -- ALL progress you have made in the past 3 days is rolled back. All of it. Any new characters created in the past 3 days will be rolled back. Any mesos gained. Any EXP gained. Any items transferred between characters. It's basically like you never did anything in those three days.
    EXAMPLE: If you transferred int gear from Account A to account B two days ago, the int gear will return to Account A.

    Compare it to saving in a video game. If you're in the middle of a fight and your battery dies/power goes out, you will return to the last time you saved. If you went and farmed a lot of things and let your game sit without saving, etc. This is the same thing here. Anything you did in those 3 days is reverted.

    -- We will be discussing compensation details amongst the staff and plan to implement it
    ASAP.
    -- All NX gained has been lost, but will be compensated.
    -- Any RP purchases that have been made in the past 3 days will be refunded.
    -- This issue was unexpected, and if you read the above post, we have made steps to make sure it doesn't happen again.
    -- The Rollback extends to the exact time and date of the last server check found here
    -- We understand how large of an issue this is. We really do. We are going to do as much as we can to try and make it up to everyone.


    Today at 5:11 AM - Karven:
    Do understand, storing tons of backups isn't cheap. We were on a weekly basis temporarily while preparing for the hard drive upgrade. It's just pure bad luck that this occurred before the hard drive upgrade could happen.

    Karven    :
    And to confirm, this wasn't anything at fault with new source - the database server, a separate plethora of moving parts, was at fault here. That hard drive upgrade was slated for the next planned server check.
     
    Last edited: Jun 14, 2017
    Sila, Jun 14, 2017
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  3. Matt
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    The game is now back online.

    The server has been rolled back to Sunday 11th June 2017 11:30 UTC. Any RP and NX obtained via the website between this time and Wednesday 14th June 2017 10:52 UTC will be refunded shortly.

    We will be offering 2x EXP and 2x Meso compensation starting from Sunday 18th June 2017. Further details will be regarding this compensation will follow in the next couple of days.
     
    Matt, Jun 14, 2017
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  4. Matt
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    Matt Administrator

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    RP and NX obtained via the website between Sunday 11th June 2017 11:30 UTC and Wednesday 14th June 2017 10:52 UTC has now been refunded to accounts.

    We are hoping to implement coupon based compensation in the form of a limited amount of 2x Exp/Meso cards that can be used over a set amount of days. We feel this will be the fairest way to compensate for lost progress and allows players to decide when they want to make the most of the higher exp/meso rates. A separate announcement will be made giving full details soon.
     
    Matt, Jun 14, 2017
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  5. Sila
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    We are still working on getting the 2x coupons functional and bug-free, but it is Father's day so please remember that our staff are busy with family as well. We will give a proper update post when we have more information ready for you guys - thank you for your patience!
     
    Sila, Jun 19, 2017
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