Incorrect Account Resets With Update [ Edited ]

[EA_Lanna]

Hi folks,

We are looking into reports that a small number of players are getting their account set to level 1. Their roster, guild and account info has not been lost but it is forcing players to go through the initial experience and they can't access many game features. We are working to fix this issue as soon as possible.

We apologize for this issue and will give you an update as soon as we have more info.

- CG_SBCrumb

(Source: Dev Announcements and News >  Incorrect Account Resets With Update)

[EA_Lanna · Accepted solution]

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Marked as Solution for Visibility Purposes

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We are working on another fix for early next week to address the Mods that were removed from characters that were set to lv 1. We are also investigating some reports around the gear that was removed from those characters and not placed in the player's inventory.

- CG_SBCrumb

[EA_Lanna]

We have isolated the issue so it won't impact further players with a silent update. We are working on a fix for the impacted players this evening.

- CG_SBCrumb

[EA_Lanna]

We are confident that we have a fix for the affected players but we are going to do the prudent thing and wait until tomorrow morning when we can monitor the impact and ensure it does not cause any further issues.

We deeply apologize if you are one of the few accounts that are set to level one or unable to log in. Once this is fully resolved, we will explore a make good for those players.

- CG_SBCrumb

[EA_Lanna]

Hi folks,

We are reviewing the fix this morning and are working to get it deployed as soon as possible. Thank you for your patience on this issue.

- CG_SBCrumb

[EA_Lanna]

We have found some edge cases that could cause some of these players to not get fixed properly. This has delay our planned release time of this afternoon to later today or potentially tomorrow. We will let you know when we have a new estimate for release as soon as we can.

- CG_SBCrumb

[EA_Lanna]

We are continuing to find small issues with the server fix. The team is going to work through this evening to resolve these issues and we are planning to release the fix tomorrow. We will have (hopefully) a final update tomorrow morning on the timing of this release.
Thank you for your patience.

- CG_SBCrumb

[EA_Lanna]

We have resolved all the issues with the fix and are planning to release the fix for players this afternoon bar any other issues popping up this morning.

- CG_SBCrumb

[EA_Lanna]

The fix has been deployed with today's update. Please report any further issues to this forum thread and we will investigate.

- CG_SBCrumb

[EA_Lanna]

We are aware of several issues that are impacting players that were restored from account level 1.
Known Issues:

• Stores need to be refreshed to show the correct inventory and reflect the updated player's level
• A handful of characters were reset back to level 1. Some of those units are missing Mods and/or Gear.
  • Characters affected so far (varies from player to player): Greef Karga, Zeb, Magmatrooper, Hermit Yoda

All resources for the reset characters were put into player's inventories (minus Mods) and can be reapplied to those characters. We are investigating what's going on with the missing mods and will let you know as soon as we know more.

- CG_SBCrumb

[EA_Lanna · Accepted solution]

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Marked as Solution for Visibility Purposes

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We are working on another fix for early next week to address the Mods that were removed from characters that were set to lv 1. We are also investigating some reports around the gear that was removed from those characters and not placed in the player's inventory.

- CG_SBCrumb