TERA Online dev tracker
Aliila (Associate Producer)
Do you have the ticket number of the original support ticket that you sent in? It should not have been a month without any reply. I apologize if it fell through the cracks for reason. Please send me the ticket number and I'll pass it to the CS team to check it out.
As Ginjitsu said, the launcher will check for your preload status everytime you log in, it's not a redownload.
We are checking on the issue right now.

Please attach any logs you may have with your tickets.
We are looking into the issue right now. Any additional information would be helpful, either reply here to send me a message. Information such as your character's name/server/level/race/class.

Thanks!
Please try to switch channel and try the store again. We are still looking into what the issue is. It seems to happen to lower level characters more often than others. Switching channel seems to be solving the issue.

Update: Wait for a few minutes after logging in before trying to open the store may also decrease the chance of crashing.
Edited by: Aliila 12 days ago


It's time for TERA's elite players to receive their October gift!

Each and every month, En Masse gives TERA's elite players a free gift. For October, the Elite Status Gift of the Month is the Masquerade Mask four-pack containing each of the following goodies:

• Sunbright Mask
• Nightsky Mask
• Sunbright Domino Mask
• Nightsky Domino Mask

What's that? You haven't signed up for elite status quite yet? There's no time to lose! Join the elite and get your free gear right now!

The fine print:

• Gift delivery starts Friday, September 26, at 7 a.m. PDT. All users who sign up or renew elite status between then and Sunday, October 26, at 7 a.m. PDT receive this gift.
• Users who signed up or renewed elite status before Friday, September 26 at 7 a.m. PDT receive September’s Gift of the Month.
Edited by: Minea 2 months ago - Reason: including a picture
Login issue should be resolved now.
Just to clarify, BAMs you kill from anywhere in the world count as long as they are equal or higher than your level.

Alliance BAMs count.

All BAMs have a chance to drop the box, Higher level BAMs have higher chance to drop. However as Aeline said, farming the boxes from lower BAM will not count to wards the event counter and you can't buy anything with the tokens if the stores are not unlocked :)
Thank you for letting us know, it has been fixed and also extended the event by an hour today due to the issue.
Confuse on 07/10/2014, 12:30 AM - view
6. Alliance Assault Commander Aura active while not in conflict.

We'll investigate this one.

Thomastic on 07/10/2014, 07:03 AM
* You still need to search Crafting Oil with the old names instead of the new ones.

This will be fixed with next Tuesday's maintenance.
Edited by: Aliila 5 months ago
Issue confirmed, it'll be fixed on this Thursday.
These are in-game known issues:

1. Brooches and belts sold by Agnitor Truss token merchant Hanslet costs Cortoid tokens instead of Truss tokens. - Will be fixed on Tuesday, 7/15

2. Master Alchemy tests needs clarification on which specific potions and elixirs needed to be crafted. - Will be fixed on Thursday.
- To get critical success with artisan potions, you will need to craft nostrums, elixirs, or potions.
- To get critical success with artisan elixirs, you will need to craft restoratives or draughts.

3. The skill for the Felicity pet mentions that Felicity “consumes 20% production capacity for gathering.” This is actually meant to say “consumes 20% less production capacity”. - Will be fixed on Thursday.

4. Collector's Edition account bound items are missing. - Will be fixed on Thursday.

5. Lakan's Prison and The Abscess (7-Person) Instance Matching does not display item set. - Will be fixed on Thursday.

6. Supply Crates cannot be opened after passing the level range. - Will be fixed on Tuesday, 7/15
----------------------------------------------------------------

For launcher/patcher-related issues, please check out this thread.
Edited by: Minea 5 months ago - Reason: Truss token and Supply Crates issues will be fixed on Tuesday, 7/15
If the launcher is redownloading the Game_-1-50 it means there was a file corrupted in your base game after attemping to apply the reaper patch Game_50-52.

Some base files in the game may have been corrupted, but they were not checked when you play the game and no patch had touched it, so it has not affected your game so far. Since Reaper is a big patch and changing a lot of the base files, the corruption is found during applying the patch, and the game now has to fix the base file by redownloading and reinstalling.

If you had modified any of your game files, this will most likely happen. Before you patch, remove all of your mods are recommended. Also sometimes game files get corrupted even when you don't modify your game client.

Let the launcher do its thing and finish the download and patch.
Edited by: Aliila 7 months ago
Please list any in-game issues you have encountered with the Reaper patch.

- Previously learned Wolf mounts are missing from skill book. (need to verify fix, no ETA yet) fixed on 5/15
- Resolve bar is not displayed. (Will be fixed after maintenance next week)
- Molten Tokens and Cyasma Tokens are no longer bankable. (need to verify fix, no ETA yet) fixed on 5/15
- Molten Tokens are soulbound to the first character you log in. fixed on 5/15
- Federation Bills are tradeable. fixed on 5/15

Login System/Account management:

- Item claim is having difficulties due to Account management issues.
- If the launcher is redownloading the Game_-1-50 it means there were files corrupted in your base game after attemping to apply the reaper patch Game_50-52. Please let the launcher do the redownload and patch.
- Other technical issues please see this thread.

Claiming the Free Character Slot Voucher

- Please see this thread.
Edited by: Minea 7 months ago - Reason: The missing resolve bar issue will be fixed after next week's maintenance.
Unfortunately we are still experiencing some CDN issue, so the pre-load haven't restarted yet.
Pre-load has started again. You will need to restart the launcher for the launcher to check for the pre-load content and start the download.
We have encountered a CDN issue, and preload has been stopped for now. Current estimate is to resume on 5/8 in the morning, and we'll update when it's preloading again.
Looking into this right now. I'll update in a bit.

Update: Double credits should be working now. And due to this technical difficulty, we are extending the happy hour duration for today by 2 hours, so it'll end tonight at midnight pacific time instead of 10pm.
Edited by: Aliila 8 months ago
Double credits should be working now. And due to this technical difficulty, we are extending the happy hour duration for today by 2 hours, so it'll end tonight at midnight pacific time instead of 10pm.
Unlike what the winner post said (only the top 5 are going to be featured), all winners AND honorable mentions are going to be featured as TERA loading screens. Also some staff favorites that didn't make the cut will also be included!

@Reinith and FriendlyKuma: I'll try to convince GM Harmonia to upload some other loading screens that didn't win the contest to our facebook page next week.
Edited by: Aliila 8 months ago
The maintenance is now completed. All services should be back online. We have confirmation from the ISP that the connection issue is resolved now.

Thank you for your patience and now we can go kill Bandersnatch again.
Can you make sure the launcher is completely closed and try again? Also deleting Live-New-Launcher.version file to see if your launcher updates.
Have you tried running the launcher as admin? This FAQ might help.
Edited by: Aliila 9 months ago
From Treeshark's producer letter:
For those of you who have already maxed out all your character slots, good news—we’re expanding the max number of character slots to 12 and handing out one free character slot to all players!

:)
Sphero on 03/13/2014, 04:25 PM - view
Does this include the raids :O?

btw:
Thanks Enmasse


Yes raids too :)
The issue should be resolved now, but we are still monitoring the system. Please let us know if you continue to have login issues.
Yvanka on 03/01/2014, 10:22 AM - view
After about an hour of purchase I received my item in the item claim. Just to let you know!


It may take sometime for the system to catch up. We'll keep you updated :)
Everything should be processed by now. If you are still having launcher login issue, please exit the launcher and try again. If your elite status have not been updated, you need to re-log into the game for it to take effect. Items purchased should be delivering properly now.

We'll continue to monitor the login system.
Drakonnian on 02/20/2014, 07:14 AM - view
It's not even about walking to the dungeon.
It's about walking to a specialty shop to get a teleport scroll


Yes teleport scrolls are your friends :)
Ginjitsu on 02/20/2014, 08:18 AM - view

Not sure about it being bankable.


They cannot be put into personal or guild banks.


Not all drops rates are 100%, we'll clarify that in the patch notes.
If you are having trouble getting into the game, please exit the game AND the launcher completely and try again.
The servers were up, but someone were having issue logging into the server. If you have trouble since 9:30am and have not restarted, please exit the game and launcher completely and retry again.
mcspankme on 02/20/2014, 12:11 PM - view
So, what if it's a WH weapon? It's class determinable but it still rolls for Intense/Keen etc?


There are 3 different WH weapon boxes, they are labeled as keen/intense/quick weapon chest. So you'll know which weapon tyle you are getting from the name of the box.
CitrusBunny on 02/19/2014, 04:19 PM - view

Also, unless it has changed, you may want to warn people to have enough space in the inventory if they plan on doing this. I remember the last Jackpot event, people were getting the messages they won the 1k Ex. Alk, but because they had less than two inventory slots, they did not have it put in their inventories.


With the new patch tomorrow, items now stacks to a whole number, so 1000 alkahests will be 1 stack instead of 2 stacks. :)


SummerRain on 02/19/2014, 04:57 PM
I'm assuming this applies to all strongboxes? including the old ones that don't drop anymore?


Yes the jackpot applies to all strongboxes. It's a good time to bring out those old locked pet strongboxes.
Edited by: Aliila 10 months ago
It's back up now.
We are investigating this and disciplinary action will be taken against the players responsible.
We are investigating this and disciplinary action will be taken against the players involved.
Kizuna7 on 02/14/2014, 06:54 AM - view
Soon™


^
Happy Valentine's Day!!

We all love kittens and hearts :)


Edited by: Aliila 10 months ago
I just doubled checked the content of the Elite gift box. Apothecary dye is still in there :)
Edited by: Aliila 10 months ago
Keeev on 02/05/2014, 10:59 PM - view
I see the situation has been solved, but I have no received my items yet. Is it ok to ask for a refund?


Hi Keeev, I have send you a message, we'll take a look at your purchase.
We are experiencing some network issue right now. We are investigating the issue and trying to bring the servers up as soon as possible.

Battlegrounds are going to be restarted at 10pm PST.
We are investigating right now, and bringing the servers back up soon.
Update 11pm:
All purchases from now on should be going through without extended delay.
Purchases made in the past few hours should be delivered within the next 3 hours.
All purchases from now on should be going through without extended delay.
Purchases made in the past few hours should be delivered within the next 3 hours.
Kyriella on 01/31/2014, 11:29 PM - view
I have elite status and I bought the Lion Account mount and I did not get it off sale so now what? Do I get my EMP back because I was suppose to get Elite Status Discount and Now my cash is gone :/


If you made the purchase when the mount was on sale for elite, you should receive the item at the discounted price. EMP is taken from the account when the purchase is made.
I think we need more pictures of Tonka in goofy hats, Minea's life story, and more pictures of Harmonia's popori.
Level 160 means ilevel or item level 160. When you bring up your character's profile, at the bottom left of character (below the left ring accessory), there's a number displayed, that's the item level of your character.
Edited by: Aliila 10 months ago
Debit card definitely works for purchasing EMP. Location is also another issue for when purchasing EMP, make sure you are not in one of the regions that we don't support.

http://support.enmasse.com/tera/playing-tera-outside-of-north-america
http://support.enmasse.com/tera/will-en-masse-ip-block-based-on-region
CitrusBunny on 01/29/2014, 03:59 PM - view
If you buy the character bound mount, you can take it out of YOUR item claim and trade the book to him.

However, if you buy the account bound lion, no, there is no way to gift it or trade it to him as far as I know.


This is correct. Only the character bound mount is tradeable, the account bound one shows up in the "Account Items" tab in Item Claim, and those items will be available to all of your current and future character created, but they cannot be traded.
A server crash has occurred for all servers about 10 minutes ago. We are investigating the issue and working on bringing all servers up right now.
Please redirect your comments here: http://tera-forums.enmasse.com/forums/general-discussion/topics/Servers-are-down-103105
Please redirect your comments here: http://tera-forums.enmasse.com/forums/general-discussion/topics/Servers-are-down-103105
Please redirect your comments here: http://tera-forums.enmasse.com/forums/general-discussion/topics/Servers-are-down-103105
Update 6:41: all servers should be back up now.
Checking on this right now, thank you for letting us know.

Update:
It takes sometime for the bar to repopulate, so not all elite buff bars have been updated. Please be patient and wait a little while longer while the poporis continue to run on their hamster wheels.
Edited by: Aliila 11 months ago
Thank you guys so much for all the info. We are currently investigating this, so the more info the better and with lots of details if you can! Really appreciate all the help :)
Elite status will get a makeover start 1/9. The Elite status bar will have 6 charges for each of the 4 different 1-h buffs per day instead of the old 1 charge per 1-h buff per day. Find out more from Treeshark's news post: http://tera.enmasse.com/news/posts/kumasylum-opens-and-elite-changes
Edited by: Aliila 11 months ago
Tazusa on 01/07/2014, 03:56 PM - view

And do the travel journals work in alliance territories? If so... OP!


You can't save locations within Alliance territories, so you can't teleport in, but you can teleport out of Alliance territories :)
Edited by: Aliila 11 months ago
Some images are TERA concept arts, so they might not be 100% accurate or complete.

And many loading screens were from a "Winter-Themed" fan art contest, and since it's still winter, they'll be around for a bit longer :)
Edited by: Aliila 11 months ago
There's an issue with Alliance ranking not resetting in 7 days. They are still on the 7 days cycle and will not reset until next Tuesday.

We are still working on fixing the cycle duration.
The points for losing in Fraywind and Skyring will be fixed. The rate of getting contribution points will also be doubled with the maintenance.

Also, we will not be retroactively handing back points.
Edited by: Aliila 12 months ago
Alliance points will not reset tomorrow, you will keep the points you have accumulated. All points since the last Exarch cycle will be used to calculate the next Exarch cycle on next Tuesday 12/24. Individual point contribution will determine the next Exarch on 12/24.
ShennyNerd on 12/16/2013, 08:11 PM - view
Is the alliance season resetting tomorrow?


Alliance points will not reset tomorrow, you will keep the points you have accumulated. All points since the last Exarch cycle will be used to calculate the next Exarch cycle on next Tuesday 12/24. Individual point contribution will determine the next Exarch on 12/24.
Please list any issues you have encountered here.

- Exarch cycle length is 14 days instead of 7 days.
- Exarch calculated today (unexpected).
- Alliance quests reward does not list the amount of contribution points will be earned.
- Cooldown for rejoining guilds is 7 days instead of 6 hours. - Fixed with maintenance on 12/19
- "Making the Rounds" quest is giving players the incorrect item, the item cannot be used. - Fixed with maintenance on 12/19
- Harry Porker is restoring stamina.
- Unable to queue for any Battlegrounds after completing 10 Wintera Snowfields. - Fixed with maintenance on 12/19
Edited by: Aliila 12 months ago
Cecilla on 12/17/2013, 10:53 AM - view
People can't seem to find the NPCs Ambrrr and Colbrrr. Where are they?


Ambrrr and Colbrrr should be in Freedom Plaza in Velika now.
Jacll on 12/17/2013, 11:15 AM - view
near the broker right? The problem is we can't see or interact with them, it looks like you forgot to put into the game or something, can you check for us?


I was able to interact with them just fine on TR? Which server are you on?
JaydenxStrider on 12/17/2013, 12:00 PM - view
Echelon Mounts are gone. (The mount you get for being Echelon 4 or better). Before maint I was/am still Echelon IV. I am also currently rank 6 in my alliance for when the next reset happens I should be echelon I or better. However after logging in today my Alliance Horse is gone, no where to be found. It still says i'm an Echelon on the Alliance Info and my personal page says i'm rank 6 and echelon IV and overall individual rankings show me there as well. What happened?

Character: Acalinia 60 Berserker
Server: Celestial Hills (RP)


Echelon IV no longer gets the mount, there was a mistake in the patch notes, it'll be fixed shortly.
Edited by: Aliila 12 months ago
Jacll on 12/17/2013, 01:40 PM - view
it seems like after i reached my number of daily wintera battles i can't do CS because when i try to click it on instance match the window that pops out is wintera's one


Investigating the issue right now about unable to queue for CS after 10 Snowfields.
Edited by: Aliila 12 months ago
DareDuck on 12/17/2013, 03:12 PM - view
The elin dyeable snowbelle wrap doesn't let you have your hair down. It forces you to have your hair up. QQ


You may need to log out of the game and re log back in to see the effect, check it and let me know :)
Argeus99 on 12/17/2013, 03:47 PM - view
Can't queue in any battleground matching after complete 10 times in snowfield


Is it just battleground? or for dungeon queues as well?
thebicboy on 12/17/2013, 03:02 PM - view
After logging on today i notice that people who had MI ( Murderous Intent ), including myself, had issues with animation glows with the weapon.

If you have the MI skill, it cancels out the glowing animation with your weapon (doesn't show the color of your enchantment after MI active ends and additionally at random times). Additionally the black fire no longer shows with the weapon (only shows when MI is active).

Just a small bug to put out there :P, thanks again for viewing.


Thank you for catching this, there was a bug fix not listed in the patch notes (will add it shortly) that Murderous Intent's visual effect should stop after the skill is expired. We'll look more into the weapon glow effect on it.
We are looking into this right now. Thanks for letting us know.
That's a mistake in the game guide, Smolder will not be a part of BG leaderboard rewards. It'll be fixed today. Thanks for letting us know.
http://tera-forums.enmasse.com/forums/server-status/topics/111913-Extended-Weekly-Maintenance-at-7-am-PST

It was a back end network maintenance, that's not directly related to the game client itself.
I'm sorry to inform you that you cannot subscribe to the Elite Status using paysafecard as the payment method. PaySafeCard does not support subscriptions with reoccurring payments.
ShennyNerd on 11/12/2013, 09:57 AM - view
Are you going to prompt me to post on facebook every time I clear WHHM?


It's completely optional, and no we do not post or prompt you to post anything on your facebook page.
Locking thread and redirect to the discussion post.
It's completely optional, and no we do not post or prompt you to post anything on your facebook page.
There are modification for Fraywind Canyon coming in this Tuesday's patch. Keep an eye out for patch notes later today :)
Congrats on 60! There was a community spotlight on a level 60 guide from teratoday. Hopefully that'll help a little :)
http://tera.enmasse.com/news/posts/community-spotlight-level-60-guide-teratoday
I'll look into this since we were not notified of the change. Thank you for bringing it into our attention.
Using game exploits are not allowed and you will get warnings. We are working on a fix for the Wonderholme exploit. Meanwhile, police yourselves, and be good :)
Here's an update on the Halloween Event in 23.04.03 patch. http://tera.enmasse.com/news/patch-notes/patch-230403.

Halloween Event
- Increased damage from the cannons in the Harvest Festival Hall.
- Cannons in the Festival Hall now fire fewer blank shots.
Here's an update on the Halloween Event in 23.04.03 patch. http://tera.enmasse.com/news/patch-notes/patch-230403. It should definitely help with reaching 5000 points :)

Halloween Event
- Increased damage from the cannons in the Harvest Festival Hall.
- Cannons in the Festival Hall now fire fewer blank shots.
Purchased items should be delivering properly now.

Sorry for the inconvenience.
Edited by: Aliila about 1 year ago
Steampunk costumes and maid uniforms will remain the store. Only the Halloween items are going to be removed after the Halloween event ends.
Update on the Halloween dungeon cannons: A hotfix was sent to us, but it is not working correctly. We are still working on this to get a fix out ASAP. Sorry for the delay.
The fix is coming, either later this week or beginning of next week.
There are other updates to the cannon to help with obtaining the 5000 point achievement.
Patch notes for tomorrow will be out soon later today.

For the Halloween event, we'll be extending it by a week and lowering the cost of some items. Also there will be another patch soon follow to fix the cannons firing blank shots.
Thank you for the feedback on the strongboxes.
The patch notes for v23 listed all the items the new strongboxes would drop.

Charms and NPC summoning scrolls have been removed from the new strongboxes. MES, Semi-enigmatic scroll and crystalbinds are all listed as possible items from the new level 58-60 strongboxes.
We have identify the issue, and hoping to bring the server back up ASAP.
Server should be up now.
We are still investigating the cause of the crashes. I will update when we have any new information.
Edited by: Aliila about 1 year ago
We are investigating the server crashes right now. Please be patient and I will post any updates when we get them.

Thank you.

Update:
8pm: We are going to keep CH down for now while we investigate the crashes.
8:30pm: Currently no ETA on when the server will be up.
9:40pm: We have identify the issue, and hoping to bring the server back up ASAP.
9:55pm: The server is now up.
Edited by: Aliila about 1 year ago
We are going to keep CH down for now while we investigate the crashes.
The Halloween event has started indeed :)

http://tera.enmasse.com/banquet-of-blood
Here are some hints to the Harvest Festival Hall Dungeon:

Kiling the gourdo will slow down all monsters for a while (also get 400 points).
Aim for the ghosts!
Killing a ghost will give you a random effect to all monsters in the dungeon:
- all monsters take 25% of their total hp in damage except the floating bones
- lower all monsters' defenese
- speed all monsters up

You always want to kill the big guys: the rider (300 points) and hallowbones (1500 points, big guy with the giant sword). They worth the most points.

We did notice there are some shots from the cannon do not work.
Edited by: Aliila about 1 year ago
There will be an update for Fraywind next week.
http://tera-forums.enmasse.com/forums/general-discussion/topics/Fraywind-has-a-problem
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