Minea's Post History

Eme-title Community Manager
We're looking into the issue where the end game starter pack is not claimable, we're sorry about the inconvenience. :(

(And you are correct, the reward for the 5 recruits of level 65 is the guaranteed mount and it doesn't include the loot boxes.)
Why upvote this sad, sad thread? :(



We will all miss you, dude.
Usually the process is automatic and the purchased EMP will be added to your account without action required on your part.

Could you check our Amazon FAQ to see if there are any missing steps?
D:

Sorry about this, we're looking into it.
Leaving an update as the top post:

We have been forwarding the gathered trace route information to our internal teams to investigate the issue, and we appreciate everyone's help on this. Based on the information we analyzed, it seemed that 90% of the reports were caused by the internet service provider or an intermediary partner provider of the player location before they reach our network. We leveraged our own service provider whenever possible to make them aware of such issues going on. (One example was a service provider in Miami, FL, having an area wide outage due to a fiber trunk getting cut by construction crew.) The other 10% of the reports seemed to be within the normal range based on the geographic distance from our servers. (This may be due to the trace route running outside of the ping spike.) However, our players' experiences are important to us and we will continue to monitor the issue.

Also, we are currently working to create a detailed guide that will be helpful on identifying where the latency occurs looking at the trace route results, along with some examples of expected latency based on the geographic location of the player in ideal situations. We will share the information with our community in the future.
Edited by: Minea 4 days ago
Hello,

These are the topics from this week:

Trace Routes Gathered for Ping Spikes

Q: We have been gathering the trace route information for during ping spikes we've been experiencing. Is there an update?

We have been forwarding the gathered trace route information to our internal teams to investigate the issue, and we appreciate everyone's help on this. Based on the information we analyzed, it seemed that 90% of the reports were caused by the internet service provider or an intermediary partner provider of the player location before they reach our network. We leveraged our own service provider whenever possible to make them aware of such issues going on. (One example was a service provider in Miami, FL, having an area wide outage due to a fiber trunk getting cut by construction crew.) The other 10% of the reports seemed to be within the normal range based on the geographic distance from our servers. (This may be due to the trace route running outside of the ping spike.) However, our players' experiences are important to us and we will continue to monitor the issue.

Also, we are currently working to create a detailed guide that will be helpful on identifying where the latency occurs looking at the trace route results, along with some examples of expected latency based on the geographic location of the player in ideal situations. We will share the information with our community in the future.

Issues with Reaching Support or Making Purchases

Q: Some players have been having an issue reaching the Support site and purchasing EMP.

After our investigation, we were able to confirm that players from all different regions are reaching our Support and purchase sites. This issue seems to be related to a filtering or blocking issues at the Internet Service Provider level, not a country or our network. It could also be an issue with an antivirus or windows firewall or their own router/firewall they are using for connecting to the internet.

We recommend trying trying a different browser, turning off the popup blocker and/or firewall, and clean booting the computer. If these suggestions don't resolve the issue, please see if you are able to reach the sites using a VPN, or with another En Masse account.

Unable to Download Manifest Error

Q: Earlier today, some players experienced "Unable to Download Manifest" error on the launcher.

This has been resolved around 4:30 p.m. PDT by removing a bad download server. For more information, please see this thread.

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Continuing from last week:

Server Transfers

Q: In Stuff of the Week two weeks ago, it was mentioned that the current server transfer limits would be re-evaluated around this time. Could you share an update on this topic?

We currently have sometime around the end of July or beginning of August as our penciled-in date. We will share more information when they become finalized.

Customer Support Status

Q: What is the response time to the Support Tickets like?

We have been making steady progress and our current ticket turnaround time is approximately 3-4 days. Thank you for being patient with us as we continue working on them after the huge increase in the ticket volume.

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Previous weeks:

7/17/15
7/2/15
6/26/15
6/19/15
6/12/15
Edited by: Minea 4 days ago
(Stop derailing a guild recruitment thread, take guild issues elsewhere please. Otherwise, welcome to the forum vacation.)
MT is up, I was able to log in and see other players logged in as well just now.
Log in servers are up and working properly and I was able to log into TR and see other players as well. I'd recommend completely exiting and restarting the launcher.
(Folks, there are a few in this thread who will be taking a short forum vacation for making inflammatory posts with personal attacks. Please don't do this, no matter who "starts" something. Just report and move on instead of responding. It's Friday, let's all enjoy the weekend.)
Edited by: Minea 4 days ago