[Important notice]Thursday servers problems.

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Will

Guest
Well, I'm hoping it will all be fixed by the time I get home from work - 5pm if you are reading Kemor. Good luck with the fixing, I guess it all crashed when I tried to sign up with Netscape (which doesn't work, had to dig out Internet Explorer. Lucky I can't uninstall it or else I would have.) and failed.

Looking forward to signing up for the servers later tonight.:D
 
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cleeve

Guest
Thanks for the updates Kemor...

whip those beardy techs and get em moving again for us pls :D

Cheers

Revor
 
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old.quickben

Guest
Figured what GOA stands for

GOA = Game Offline Atm

well its now the morning after the night before and still no major news on whats goin on? still no DAoC euro website :confused:
wtf is going on, are u guys (GOA) in anyway affiliated with Funcom, im still going through therapy cos of all their :puke: when launching AO. Please don't tell me DAoC is gonna be a repeat of the AO fiasco :(

Come on guys (Kemor) pls tell us whats happening surely u can put the main site back up by now with an official message about wtf is goin on :confused:
 
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old.TheMule

Guest
Originally posted by Kemor
After a couple hours of rest, and with eyes even my mother wouldn't recognize, we are back to work.

I will keep you informed as I get the info, stay tuned…
Click to expand...

Okay, I apreciate that you guys have been up all night (been there, done that). But as a paid up customer, I would like you answer the following points/take in the following comments (When ever you can). But please take this as an official request, NOT JUST A WHINE. I would of posted this on rightnow but...

1) Last night, I think I got a three minute warning (maybe we missed the five minute warning). We where deep in the Vendo Caverns. Three minutes was NOT enough warning. We attempted to get the entrance, so that we where not left in the middle of a mass of argro (alone) when we relogged! We where not succesful. Several people died on the way out :(

PLEASE PLEASE give more warning next time, AND repeat the message every 25 seconds. We had a healer who had a help hot key and would (quite rightly) press it 10 times if she picked up agro. I think this is why our group missed the five minute warning.


2) From a customer service point of view, YOU have to manage customer expectations. You should of said last night when you gave the quit message, that the servers may not be on till tomorrow (or saturday). This would of meant that a lot of people would not of been sat by their PC's trying to log on every 10 minutes.... Then if you HAD got them up earlier, you would of made people happy. So can you give me (us) an ETA of when the servers will be up? If you say Monday, then thats fine, I will expect the servers to be up by monday, and check maybe tonight. If you don't know the answer, then get someone more senior to make an official statement. Or just say, we really DON'T know what we are doing. But say something

3) You guys also have to manage where customers get their information from. HOST THE FORUMS away from the rest of the servers. So that if you router failure or server problems or firewall problems or whatever, You ALWAYS have a way to communicate with you customers. Even if its a static status page, that you can update quickly. You could publish a URL instead of the the servers will be down tonight message. If you where posting constant updates, even if its saying 'we still don't know what is going on' then it would make me happier.

4) If these problems persist, then I am going to ask for my six months sub fee back. I have a right to do this, under the distance selling act, which is an EU directive. As long as I do this within seven days. As your 'support' is down , then I have no way of giving you this notifaction. Of course if I had a way of finding out what was going on, I wouldn't be considering cancelling my sub!

5) Finally, a thought. How many copies of DOAC, where sold this week (and today), as its the school holidays. How many NEW users are going to simply give up on the game. I expect some will go back to the store and get refunds. The decision to apply the patch before/during the Easter break was a very poor one (IMHO). Your techies SHOULD KNOW, that there was always a chance of a major problem. If they say not, then they don't their jobs. You may find this will cost you hundreds of future subscribtions, if this carries on. For future patches, think about timeing!

DOAC is an excellent game, and I don't think anyone is supprised at the fact you are having a few problems. Its the way you are handling these problems that is the issue.

I would appreciate an answer directly to my point/issues. If you don't want to post it in the forum, then send me a private message. I will post this on Rightnow, as a support issue, when the servers are back up.

In the meantime good luck!
 
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old.saggyherman

Guest
Very disappointed

Ok this company needs to seriously think through it's customer support policy and how it handles future patching.

1. Let us all know what is going on. This is such a simple thing to do FFS even BT can handle an hourly update on their servers when the system goes down and they are freaking useless.
The internet is a communication MACHINE, use it chaps. If you keep us informed, you keep us happy. I do not want to sit here in the dark when a simple text url would let me know if I should go and get and life or wait around to play this f*cking cool game. Theres the pain, this game is the *nuts*, but I don't want to spend my Bank Holiday wondering whether I'll be playing it. JUST LET US NOW WHAT IS GOING ON........

2. Patch the system just BEFORE a 4 day Bank Holiday, when the schools have just broken up for 2 weeks???????? Sheizer, do you read the calender backwards or something?? I'm starting to get a creepy feeling about this (Railtrack, Consignia anybody).
 
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cleeve

Guest
are goa a french company?

Are there bank holidays in germany/france

I dont wanna knock anyone whos posted... we're all frustrated here, but can we expect them to change all their updates around our holiday periods when theres two other countries involved too?

It would be a logistical night mare to patch UK at different times to french and german servers too IMO.

Just a thought on why the patch might have been done so close to easter bank holiday

Revor
 
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old.erren

Guest
PLEASE TAKE TIME TO READ :(

Before i joined daoc i played lom on line (legends of mir)
i payed up for 6 months on this and still have my account open.. why did i leave....

ok u think we get lag on daoc pls try lom
lom was due to be patched with the ultamate big patch in dec 01 and guess what they didnt do a daoc they didnt wait us make 3 weeks extra THEY are now telling lom players that the patch will not be updated now till aug 2002 thats 8 months later..so wat about those poor ppl who payed up to c the new patch wat do they do quit like me of keepparting with money in the hope of getting there patch...

You say we have no customer support here well kemor to me does excellent job again if u think this is poor customer support try lom..

pls dont think im undermining any 1's oppinion as im not i beleave in freedom of speech :)

ppl who played eq maybe u should look at it that u were spoilt there daoc is doing really well and i have played a few onling mmorpg ... ok sorry for wafling just wanted ppl to no they r lucky they could of sighned up with lom
 
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old.quickben

Guest
OMG euro wbsite is back up :)

just checked again (lost count how many times now) and the daoc euro home page is back up :clap: dont say nothing bout the downtime though :( woulda thought they would have put an appology up or something. got a probleme de connexion (hehe) with the server list though
 
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old.saggyherman

Guest
Official daoc is up (again for a few minutes prob)

Well, if the website is back up perhaps we can take that as an inferred indication that the servers may be up again soon...... who knows. What I do know is that I run the computer support dept in a major municipal hospital and when our systems go down I make it my first priority to

1. Get it all working again
2. While doing this let everybody know how long it might be, even in total guestimation time, before it will all work again.

Man, we patch our systems and take certain servers down all the freaking time, but we communicate what we're doing (even if not many people understand about routers, hubs, dns, mirrors etc etc) I feel it's important not to waste other peoples time..

*whinge* I just want to play this game, I got 4 days off and intend to increase the mass of baggage under my eyes by sitting here leveling up my Bard to unheard of abilities (Like wow Smooth, play that Drum and Bass one more time).... :(
 
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old.Shill

Guest
The Mule has made the most valid point about this whole sorry situation. The new people that have bought copies of this game yesterday/today will have the perception that this happens all the time and will return their copies asap. Mythic will be going barmy imo.
I agree that just before Easter when most people have 4 days off to play the game is a terrible time to start applying major patches where things like this could/has happened.

I couldnt care less what the problem is, but I would expect an update either by e-mail or on a 3rd party site to when we will have eta on when they intend getting the problem fixed and servers back up and running.

I'm off back to bed :(
 
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old.cutgrass

Guest
Weird - the sites are back up but there is no content update. It's like tonight never happened . . .

Is it arrogant to NOT update your site after a failure of tonights magnitude?
 
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old.quickben

Guest
A lights on (candle sized) but is anyone home?

Oh well the DAoC site might be up but theres no signs of life, no message on main page, no new message on the forum (cant even log on to make a post get a page with 'oups !' on it appear. no server list and still same message as last nite on the game itself :rolleyes:
Hey Kemor get GOA to pay a little bank holiday overtime to someone in customer support to at least acknowledge the problems that have been had over the last 12 or so hrs and tell us whats going on atm like what the problem is/was, and when it might possibly be fixed even if its a 'we're not sure till tuesday'

sorry to rant and rave on here guys :(

You know how it is yet another case of non-existant customer support from people who shoulda learnt by now from others mistakes
 
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kemor

Guest
Morning everyone

Last night was a tough one.

Around 7.00pm GMT last night, our entire network was attacked (hacked) and this went on for about two hours. The main consequence of this attack was the downing & re-opening of our servers. We decided to shutdown our entire DAoC network to give our technical teams & Mythic’s some time to react and riposte.
The website (forums included) was also unavailable soon after the attack for security reason and was brought back up this morning.

What are the consequences of this attack?

It was a tough night for our tech teams; to trace the origin of the attack, to protect the platform and check the consequences of the attack.
For now, the attack mainly caused a “Denial of Service” (impossibility to connect to the servers and the website), the game databases were not affected.
Our logs and analysis show that the early afternoon servers “crashes” yesterday were the early beginnings of the evening attack.

The servers should be back online early this afternoon with the end of the afternoon backups.

We are already working on a solution to give everyone affected a compensation free day.

Stay tuned...
 
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old.Acron

Guest
Still here spewing your biased, uneducated rubbish I see X... :sleeping:
 
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old.saggyherman

Guest
*sigh*

Bummer, you guys got a DOS attack? Root out the heretics that did this and string em up.....

Thanks for posting Kemor, appreciate you letting us all know that someone, somewhere is in big trouble :)
 
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oldnick

Guest
I think several peeps owe GOA and Kemor an apology

:O

Nick
 
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old.Tolen

Guest
Originally posted by Kemor
Morning everyone

Last night was a tough one.

Around 7.00pm GMT last night, our entire network was attacked (hacked) and this went on for about two hours. The main consequence of this attack was the downing & re-opening of our servers. We decided to shutdown our entire DAoC network to give our technical teams & Mythic’s some time to react and riposte.
The website (forums included) was also unavailable soon after the attack for security reason and was brought back up this morning.

What are the consequences of this attack?

It was a tough night for our tech teams; to trace the origin of the attack, to protect the platform and check the consequences of the attack.
For now, the attack mainly caused a “Denial of Service” (impossibility to connect to the servers and the website), the game databases were not affected.
Our logs and analysis show that the early afternoon servers “crashes” yesterday were the early beginnings of the evening attack.

The servers should be back online early this afternoon with the end of the afternoon backups.

We are already working on a solution to give everyone affected a compensation free day.

Stay tuned...
Click to expand...

A DOS attack would be the only thing that excuses taking down the complete infrastructure of a online game like Camelot for 12+ hours. Good luck tracing the bastards that did it.

PS - by 'afternoon backups' do you mean all characters/databases are going to be backed up from yesterday afternoon ie. all XP/loot from the (short) time the servers were up in the evening will be lost?
 
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oldnick

Guest
Originally posted by Tolen


PS - by 'afternoon backups' do you mean all characters/databases are going to be backed up from yesterday afternoon ie. all XP/loot from the (short) time the servers were up in the evening will be lost?
Click to expand...

NOOOOO I got two lvls after the patch


NOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO!!!!!!!!!!!!!!!!!!!!!

Nick
 
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old.Acron

Guest
Not before the patch!

Just before they closed the servers it said 'Your character has been saved' - It'll be THAT back up.
 
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kemor

Guest
The characters were saved Thursday afternoon yes, around 8pm (ok that's early evening).
 
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old.Zugeck

Guest
Originally posted by Acron


Coped the best they could with a DDoS attack. Like someone said, you owe them an apology.
Click to expand...

I owe them an apology?

No, my dear boy. I'm not hating them, but i'm not getting a full service, for my money.

Plz read from the start, if u don't know what i'm talking about.
 
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old.cutgrass

Guest
For an on-line game company this has gotta be totally embarrassing. Hacked and brought down for an entire night.

The news will be all over the place and every competitor to this game is gonna make sure it gets spread.

The hacking community will be lapping this up (scum that they are) although there's nothing posted about it yet.

O would imagin there is some serious shit flying around in GOA right now and I would imagine Mythic will be asking some serious questions.
 
M

Melodic

Guest
thanks Kemor for the update, that's all that was needed to keep people happy and to keep the abuse off the boards. Had you done this sooner it wou;d have been better, but you guys have been up all night so I understand.

My question now which sad, sick, selfish piece(s) of shit would attack a games network affecting the fun of thousands of people??

My mind boggles why people do this.
 
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