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An Apology to Our Players Using NA/EU Data CentersFollow

#52 Aug 26 2013 at 8:53 AM Rating: Decent
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Rinsui wrote:
Hmm. Call it the perils of success.
Looks like SE was completely taken by surprise by the flood of players.


The problem is, this is happening on legacy servers too. You know exactly how many players you transferred! How did you not plan for this exact number of players to play?
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#53 Aug 26 2013 at 8:58 AM Rating: Excellent
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Nashred wrote:

Every minute they dont reply to my service ticket I get more angry.
Edited, Aug 26th 2013 10:53am by Nashred


The funniest thing I read was when they said that the service tickets weren't being filled and the cause was "Under Investigation". I envision the GMs in a small cramped room in the middle of Canada staring at the same "world is full" screen before saying "Forget this!" and going home.
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#54 Aug 26 2013 at 8:59 AM Rating: Excellent
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Valkayree wrote:
I envision the GMs in a small cramped room in the middle of Canada staring at the same "world is full" screen before saying "Forget this. eh!" and going home on a goose.
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#55Ehllfire, Posted: Aug 26 2013 at 9:04 AM, Rating: Sub-Default, (Expand Post) Oh the servers will burst into flame tomorrow. Its going to be ugly.
#56 Aug 26 2013 at 9:06 AM Rating: Default
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Louiscool wrote:
Rinsui wrote:
Hmm. Call it the perils of success.
Looks like SE was completely taken by surprise by the flood of players.


The problem is, this is happening on legacy servers too. You know exactly how many players you transferred! How did you not plan for this exact number of players to play?


I am not sure it is the amount of people.. Weren't the white angels saying once it becomes pay things would be better because all the people who were playing it just because it was free would be gone? Well you actually had to buy the game in most cases to play this weekend and there are more problems now.



Edited, Aug 26th 2013 11:09am by Nashred
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#57 Aug 26 2013 at 9:06 AM Rating: Excellent
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I still say they are rushing this game do too money issues. Why else dont they have more support?. Why else are they rushing the game out the door?


I don't feel that the game is being rushed. I got to play several hours over the weekend, and in game, everything is incredibly polished and very well planned. This kind of game can only be created with careful, meticulous planning.

That said, something was definitely overlooked in the setup of servers or the data center. I don't think it's a matter of the game being rushed, so much as it's a matter of a massive technological SNAFU.

If this is a problem that won't be solved within the next week or two, then I think SE would be better off just taking the servers offline until things are OK for everyone. A big stress factor is this is an MMO, and people who aren't competitive about it at least don't want to feel like they're being left in the dust. That really compounds the problem of people not being able to log in, and it makes not having a queue even more frustrating. SE has gone so far to make such a great game... I wouldn't want to spoil its fun factor before people can even get through the login screen.
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#58 Aug 26 2013 at 9:11 AM Rating: Good
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Atleast SE will have a lot of new janitors after the official FFXIV release. No one ever gets fired in Japan, just transfered till they quit themselves. The office never looked so clean before.

Edited, Aug 26th 2013 5:11pm by KojiroSoma
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#60 Aug 26 2013 at 9:15 AM Rating: Decent
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Thayos wrote:
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I still say they are rushing this game do too money issues. Why else dont they have more support?. Why else are they rushing the game out the door?


I don't feel that the game is being rushed. I got to play several hours over the weekend, and in game, everything is incredibly polished and very well planned. This kind of game can only be created with careful, meticulous planning.

That said, something was definitely overlooked in the setup of servers or the data center. I don't think it's a matter of the game being rushed, so much as it's a matter of a massive technological SNAFU.

If this is a problem that won't be solved within the next week or two, then I think SE would be better off just taking the servers offline until things are OK for everyone. A big stress factor is this is an MMO, and people who aren't competitive about it at least don't want to feel like they're being left in the dust. That really compounds the problem of people not being able to log in, and it makes not having a queue even more frustrating. SE has gone so far to make such a great game... I wouldn't want to spoil its fun factor before people can even get through the login screen.


To me they dont have the resources. Some people can not even get to the point of logging on the servers period because there account is messed up. who closes support on the launch of a game.. There are thousand that have service account issues. This is going to take weeks to solve. How can you say it is not rushed when they have these problems, if it wasn't they would have fixed them by now.. Usually me and you agree but this time I have to respectfully disagree. Fun factor is in the game yes but polished no. Servers are all part of a mmo.

I do agree take servers off line and fix the account issues and everything else. Delay the launch, Add servers if need be and force people to new servers... Why dont they delay launch because they cant charge people til the game launches and they dont have the money to fix the problems in my opinion.

Edited, Aug 26th 2013 11:17am by Nashred
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#61Ehllfire, Posted: Aug 26 2013 at 9:16 AM, Rating: Sub-Default, (Expand Post) Square-Enix: Japanese for Electronic Arts
#62 Aug 26 2013 at 9:16 AM Rating: Default
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Crazy how a game not even released yet is in trouble already.
#63 Aug 26 2013 at 9:21 AM Rating: Good
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It is odd to me that their response to this mess wasn't, "Holy Crap looks at all this attention and interest we are getting for our game. Lets go balls to the wall to figure out how to accomodate all of these players and then celebrate our success"

Instead, they said, "Hmmm, we have way more players than we thought. Lets just wait it out and a good number of them will go away - then we will be able to handle the smaller loads"

I guess all I can say at this point is that I hope they at least set up the servers to adequately handle a load that is big enough to generate a profit. It is pretty clear that they have no plan for accomodating a larger-than-expected player base.

Edited, Aug 26th 2013 10:31am by Mithsavvy
#64 Aug 26 2013 at 9:23 AM Rating: Excellent
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lolgaxe wrote:
Valkayree wrote:
I envision the GMs in a small cramped room in the middle of Canada staring at the same "world is full" screen before saying "Forget this. eh!" and going home on a goose.


Aw ****, I forgot the "eh!"... Smiley: glare Ruins the funny
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#65 Aug 26 2013 at 9:24 AM Rating: Good
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An Apology is nice, but as everyone has pointed out, there is no timeline for the solution.

What really bothers me is that somehow SE found the situation they found themselves in to be "unexpected".
Somehow SE had no idea how many people placed a pre-order for FFXIV aRR?

Why wouldn't they simply have enough servers for everyone who purchased the pre-order? This seems like a no-brainer.

I tried all weekend to log on. Initially I wanted to be on Ultros as Thayos told me a lot of the old FFXI gang would be there.
Eventually I tried every server for a chance to at least experience the game and take advantage of the "early" access. No dice. All the servers were full.

I have to say that I think the banner ad at the top of this page for Guild Wars2 is very timely. All it says is "I'M IN!"

I do have one question.
As I tried to log in to the game I noticed the servers seemed to be separated by NA, EU and JP. Is that correct? Will the NA players not be with the EU and JP players?

I feel that combining players from vastly different time zones on each server was a more economical way of dealing with the overload. Yes, the playtimes will overlap somewhat, but it was fun to play with people from all over the world.

If all I need to know is a little English, I'm so going to be a GM.
#66 Aug 26 2013 at 9:33 AM Rating: Good
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Well, they did say that they found out that some server settings were configured incorrectly... or something to that effect. Perhaps they thought they could handle the load that was coming, but the servers underperformed - as opposed to getting more players than they expected. I dunno, just thinking of other possibilities.

#67 Aug 26 2013 at 9:34 AM Rating: Default
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Mithsavvy wrote:
Well, they did say that they found out that some server settings were configured incorrectly... or something to that effect. Perhaps they thought they could handle the load that was coming, but the servers underperformed - as opposed to getting more players than they expected. I dunno, just thinking of other possibilities.


They resolved that but are still locking outplayers from playing so I think that was only a small part of the problem
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#68 Aug 26 2013 at 9:37 AM Rating: Good
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ANewbForever wrote:

I do have one question.
As I tried to log in to the game I noticed the servers seemed to be separated by NA, EU and JP. Is that correct? Will the NA players not be with the EU and JP players?


Servers are divided into NA/EU and JP.
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#69 Aug 26 2013 at 9:58 AM Rating: Good
Yes, because limiting how many people can login is a GREAT SOLUTION! It's a horrible temporary fix that WILL NOT WORK... Even I am getting ticked off at this and I am generally pretty patient. I cannot imagine how many players are quitting and cancelling their games due to this...
#70 Aug 26 2013 at 10:05 AM Rating: Good
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One worry is the average consumer. They do not check these forums or look up error info. They just will keep seeing error messages and assume the game is broken and quit.
#71 Aug 26 2013 at 10:05 AM Rating: Good
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I'm still getting unable to load EU/NA worlds =(
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#72 Aug 26 2013 at 10:10 AM Rating: Excellent
I wonder what time today's maintenance will be?
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#73 Aug 26 2013 at 10:22 AM Rating: Good
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Given that I work tomorrow until 4:30 pm I think it will be safe to assume my chances of getting on a server are very slim. Not going to worry myself about picking my copy up at Midnight.
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#74 Aug 26 2013 at 10:45 AM Rating: Good
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As much as I hate my job, glad I'm here all day or else I'd be playing the log in game myself. At least they're staying in touch. Just hope it all gets resolved sooner rather than later.
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#75 Aug 26 2013 at 10:50 AM Rating: Default
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We see that they are sorry, but what about COMPENSATION, we paid extra for early access, and we got early ERRORS instead?
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#76 Aug 26 2013 at 11:05 AM Rating: Good
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Westyle wrote:
One worry is the average consumer. They do not check these forums or look up error info. They just will keep seeing error messages and assume the game is broken and quit.


The average consumers don't usually play MMOs, and if so, it is usually until they figure out that they need to pay a subscription. MMOs take investment, and one of those investments is to follow up with the status on a message board of some sort. If you sign up to run a marathon, don't stab yourself in the eyes. You won't know where you are going. Smiley: schooled
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#77Nashred, Posted: Aug 26 2013 at 11:05 AM, Rating: Sub-Default, (Expand Post) I dont want compensation.. I just want some form of hey we know your problem and we can fix it. I hate being ignored.
#78 Aug 26 2013 at 11:09 AM Rating: Excellent
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Skaditoo wrote:
We see that they are sorry, but what about COMPENSATION, we paid extra for early access, and we got early ERRORS instead?


You did...?
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#79 Aug 26 2013 at 11:14 AM Rating: Decent
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no need whatsoever for an auto log out.
increase capacity, problem solved. or wait a week every game calms down pretty fast.

this initial congestion will last a very short time in the long run, no need to implement a logout that affects the entire lifespan of the game, when in a week there wont even be queues , let the rush happen and dwindle as it always does in every single game

the apology was nice to recieve, i knew they would :)
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#80 Aug 26 2013 at 11:20 AM Rating: Good
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Skaditoo wrote:
We see that they are sorry, but what about COMPENSATION, we paid extra for early access, and we got early ERRORS instead?


You did not pay extra for Early Access unless you were a 1.0 non-legacy player that was super impatient and bought another copy of the game solely for Early Access, since ARR is free to all 1.0 players. Whether you preordered or waited until launch to buy the game, it would've cost you the same.
#81 Aug 26 2013 at 11:27 AM Rating: Good
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Nashred wrote:
Skaditoo wrote:
We see that they are sorry, but what about COMPENSATION, we paid extra for early access, and we got early ERRORS instead?


I dont want compensation.. I just want some form of hey we know your problem and we can fix it. I hate being ignored.

I know the server issues will be fixed.

I think the date should be pushed back to make it fair for everyone or reset everyone at this point.



Edited, Aug 26th 2013 1:09pm by Nashred


What exactly isn't fair? Especially to even mention a wipe?? Someone out there will ALWAYS play more than you..
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#82 Aug 26 2013 at 11:42 AM Rating: Good
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StateAlchemist, Om nom nom... wrote:
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An Apology to Our Players Using NA/EU Data Centers

On behalf of the FINAL FANTASY XIV: A Realm Reborn Development Team, I would like to extend my deepest apologies to those Early Access participants who have had difficulty using the NA/EU data centers.

In response to a variety of issues, we have conducted emergency maintenance several times in the past several days. The first instance, which was conducted six hours following the beginning of early access, was for the purpose of addressing the errors 90000 and 3000, which were first discovered during phase 4 of the beta test.

Our server team then began taking measures to improve the performance of the lobby and duty finder servers. The subsequent emergency maintenance was necessary to implement their changes.

This maintenance proceeded as planned, and afterwards we verified that the stability of instanced battles and the duty finder was much improved. However, we then discovered that certain lobby servers had been improperly configured, and we were forced to conduct another brief maintenance to resolve this issue.

Although we have successfully addressed a number of serious issues in the past several days, we have nevertheless decided to implement login restrictions for the time being due to the extremely heavy load being placed upon the servers. In this way, we can ensure that the maximum number of players can play the game without risking a sever crash. I know no one wants to wait to log in, but I hope you all understand why we believe this precaution is necessary.

Once again, I would like to sincerely apologize to all our players who have been unable to enjoy Early Access due to the tremendous congestion, the ensuing issues, and the frequent maintenance.

Everyone on the development and operations teams is dedicated to providing the best possible experience for our customers, and we will continue to do our utmost to resolve the remaining and any future issues.

FINAL FANTASY XIV Producer/Director, Naoki Yoshida


http://forum.square-enix.com/ffxiv/threads/68427-An-Apology-to-Our-Players-Using-NA-EU-Data-Centers

Edited, Aug 26th 2013 6:50am by StateAlchemist


Your login restrictions mean that I can't log in and play at all. In an entire weekend between log in restrictions and maintenance I got to play for 30 minutes. Are you telling us that by Tuesday ALL restrictions will be gone? If not how many people do you think will stick around? How many people do you think will buy the game on retail release date if they know they can't log in? To top it all off you killed the que so I cant even stare at the screen and watch. I have to just randomly keep clicking to hope that I don't get the world full message. In the meantime I could easily log on to the JP servers and play just fine.

If this is still the state of the game on Tuesday everyone would be fully justified in cancelling payment via their credit card providers. Apologies are fine but this should not have been unexpected based on your presale numbers. This is purely negligent.
#83 Aug 26 2013 at 11:51 AM Rating: Decent
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I really hate being right. I swear.

Anyway, the question on my mind is if I should leave Ultros for Faerie server. There is no way any of this is going to get any better but I get the feeling the only fighting chance in **** we have at playing this game is trying to go to another server.
#84 Aug 26 2013 at 11:53 AM Rating: Good
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Nashred wrote:

I think the date should be pushed back to make it fair for everyone or reset everyone at this point.


I think I have to get the duct tape. Smiley: ducttape

No.
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#85 Aug 26 2013 at 11:54 AM Rating: Excellent
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YamiLover wrote:
I really hate being right. I swear.

Anyway, the question on my mind is if I should leave Ultros for Faerie server. There is no way any of this is going to get any better but I get the feeling the only fighting chance in **** we have at playing this game is trying to go to another server.



Yes, go to Faerie server, Ultros is too crowded and I need room for my elbows.
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#86 Aug 26 2013 at 11:54 AM Rating: Good
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I just want them to send me an email or have info inside my squeenix account management thingy about how I can download/play using my 1.0 character tomorrow. I'm getting annoyed that they have been so disorganized about it. It's bad enough they didn't let 1.0 owners get early access - the least they could do is give me my info.

Edited, Aug 26th 2013 10:55am by Olorinus
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#87 Aug 26 2013 at 12:13 PM Rating: Decent
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Valkayree wrote:
YamiLover wrote:
I really hate being right. I swear.

Anyway, the question on my mind is if I should leave Ultros for Faerie server. There is no way any of this is going to get any better but I get the feeling the only fighting chance in **** we have at playing this game is trying to go to another server.



Yes, go to Faerie server, Ultros is too crowded and I need room for my elbows.


This was a legit question and not whining. My boyfriend wants me to make a decision asap because he refuses to work on anymore characters and keep jumping servers. I don't think any of us enjoy that and we are going to be even more upset if SE just keeps telling us to play on different servers every time something is too full. What is the point in that?!

The only thing I won't get too upset at is progressing on a JA server and a NA server at the same time but this isn't about the JA characters.
#88 Aug 26 2013 at 12:36 PM Rating: Excellent
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Valkayree wrote:
YamiLover wrote:
I really hate being right. I swear.

Anyway, the question on my mind is if I should leave Ultros for Faerie server. There is no way any of this is going to get any better but I get the feeling the only fighting chance in **** we have at playing this game is trying to go to another server.



Yes, go to Faerie server, Ultros is too crowded and I need room for my elbows.



Oh come on man... be cool about this. We got a good FC started and all the people on it are good people, but if some of them/most of them can't get on... I wouldn't fault them for moving onto a server where they can play the game instead of playing the hope lottery. Rather they get to play the game than to transform into balls of 1017 rage.
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#89 Aug 26 2013 at 12:49 PM Rating: Excellent
I have no doubt SE will fix this problem somehow... this game is too important for them to risk it.

However, that fix may take time. I think people who stay on their current servers just need to know that patience will be involved.
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#90 Aug 26 2013 at 1:04 PM Rating: Default
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GongJr wrote:
Nashred wrote:
Skaditoo wrote:
We see that they are sorry, but what about COMPENSATION, we paid extra for early access, and we got early ERRORS instead?


I dont want compensation.. I just want some form of hey we know your problem and we can fix it. I hate being ignored.

I know the server issues will be fixed.

I think the date should be pushed back to make it fair for everyone or reset everyone at this point.



Edited, Aug 26th 2013 1:09pm by Nashred


What exactly isn't fair? Especially to even mention a wipe?? Someone out there will ALWAYS play more than you..


The fact that Tes may loose all her progress and/or loose her preorder bonuses.
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#91 Aug 26 2013 at 1:08 PM Rating: Excellent
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Valkayree wrote:
Westyle wrote:
One worry is the average consumer. They do not check these forums or look up error info. They just will keep seeing error messages and assume the game is broken and quit.


The average consumers don't usually play MMOs, and if so, it is usually until they figure out that they need to pay a subscription. MMOs take investment, and one of those investments is to follow up with the status on a message board of some sort. If you sign up to run a marathon, don't stab yourself in the eyes. You won't know where you are going. Smiley: schooled


I know people that played FFXI for years and never read patch notes and didn't know about expansions until they were already out.
#92 Aug 26 2013 at 1:30 PM Rating: Excellent
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I have but two worries. One, that I won't be able to play tomorrow, then again, a lot of people have this worry. The other, is that I'm trying to sell my roommate on playing this, so far he's had nothing but bad luck with Squeenix. First he purchased from them, they never gave him his early access code, fine, no biggie. Second, they told him for a time that he didn't even have the game. Third, this. Now, I've spent a good portion of my life loving Square and Enix, so I'm used to all of the apologies. He's starting to think he made a mistake.

On top of all of this, their phone support is 'down' due to technical difficulties, as is their chat support. The only way for support is through emails which take days to get an answer for, if at all.

Don't get me wrong, I'm excited to play FF14. I'm hoping I'll still have the same feeling I got when first exploring the wide world of FF11, but the way they're handling all of this non-game specific stuff is a little worrying.

Heck, the amount of times they've apologized has me worried.
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#93 Aug 26 2013 at 2:05 PM Rating: Excellent
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Another hour or two and the East Coast people will start logging in. I can't wait for the next installment of: What happens next?!

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#94 Aug 26 2013 at 2:13 PM Rating: Default
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I kind of don't see how they couldn't see this coming? During P4, a lot of these problems came up and people complained. Then they had over a week to check what the issues may be. Now EA players who pre-ordered the game in hopes of getting a head start are treated like guinea pigs to test out what works and what doesn't.
#95 Aug 26 2013 at 3:07 PM Rating: Excellent
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I know there is lots of frustration here. One thing I think SE needs to implement is information displaying which servers are heavily populated. All I see right now is the connection status. The high load they are experiencing is also in part due to players spamming trying to get on because they don't want to miss the chance they could get into a queue. If we new which servers were already heavily populated we could steer clear when creating characters. This is a pretty basic feature of most MMOs and a fairly significant miss if you ask me.
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#96 Aug 26 2013 at 3:24 PM Rating: Good
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YamiLover wrote:
Valkayree wrote:
YamiLover wrote:
I really hate being right. I swear.

Anyway, the question on my mind is if I should leave Ultros for Faerie server. There is no way any of this is going to get any better but I get the feeling the only fighting chance in **** we have at playing this game is trying to go to another server.



Yes, go to Faerie server, Ultros is too crowded and I need room for my elbows.


This was a legit question and not whining. My boyfriend wants me to make a decision asap because he refuses to work on anymore characters and keep jumping servers. I don't think any of us enjoy that and we are going to be even more upset if SE just keeps telling us to play on different servers every time something is too full. What is the point in that?!

The only thing I won't get too upset at is progressing on a JA server and a NA server at the same time but this isn't about the JA characters.


My answer to your legitimate question: I can not tell you what to do. You either wax on, or you wax off. But tell your boyfriend to stop jumping servers. That's just not cool.
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#97 Aug 26 2013 at 3:24 PM Rating: Good
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Hmm I got to play 4 hours today with no issues before I went to work. Is it just a problem with legacy servers. I'm on Diablos server and besides once last night I haven't had any issues. Way few issues then when I was on ffxi
#98 Aug 26 2013 at 3:25 PM Rating: Decent
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Westyle wrote:
Valkayree wrote:
Westyle wrote:
One worry is the average consumer. They do not check these forums or look up error info. They just will keep seeing error messages and assume the game is broken and quit.


The average consumers don't usually play MMOs, and if so, it is usually until they figure out that they need to pay a subscription. MMOs take investment, and one of those investments is to follow up with the status on a message board of some sort. If you sign up to run a marathon, don't stab yourself in the eyes. You won't know where you are going. Smiley: schooled


I know people that played FFXI for years and never read patch notes and didn't know about expansions until they were already out.


If they got far, its because they were spoonfed from their linkshell, which is a legitimate form of nutrition.
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#99 Aug 26 2013 at 3:35 PM Rating: Good
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This game is toast if it releases like this.

You can't release with a capacity issues while devoid of a proper queue. They'll chase subs off before they even get to experience the game. 8-10 years ago, you might have got away with it, but not now. People aren't nearly as forgiving.

This is shaping up to be an absolute disaster.
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Lord of all that is inaction and an overall waste of good air.

#100 Aug 26 2013 at 3:36 PM Rating: Decent
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2,426 posts
Skaditoo wrote:
We see that they are sorry, but what about COMPENSATION, we paid extra for early access, and we got early ERRORS instead?


idk, i got almost 20 hours of early access, that was plenty for me. i understand that mileage varied, and bugs are very unfortunate. They would certainly be wise to toss players a few bones for PR's sake.
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monk
dragoon

#101 Aug 26 2013 at 3:47 PM Rating: Default
2 posts
They are sticking with the limited server capacity because they know even with smoothly working worlds, many people are not going to play for long -- so they can stack up servers to address the frontloading and then be stuck with hardware they didnt need or they can take a beating in the forums for a few weeks/months.

Since this game is a business its pretty obvious which side they will come down on -- why waste their money when they can waste yours?

Also we are all probably making some fairly terrible assumptions thinking that they can just drop in more machines and it will just work -- their software is probably simply not that modular.

Oh well. Another game launch disappointment -- we should really all know the drill by now.
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