TERA Online dev tracker
Araya (Customer support MGR)
<b>Chat Support Availability</b>
Due to the amount of resources required to maintain chat and due to the low volume of use by the community this service is not currently being offered. The service may be offered again in the future, depending on new content or new En Masse products. Our support team will continue to support TERA players through the use of email support tickets in order to provide the most efficient and effective service.

<b>Current Issue Resolution Time</b>
Due to the high volume of contacts from players following December’s Knockout update the current response time is between 10 and 12 days. We are making every effort to assist players with technical issues who cannot access TERA first, but are also addressing the oldest tickets with priority. Please be patient as our team works diligently to resolve your issues as quickly as possible.

<b>Requests to Replace Equipment</b>
In the most recent content update to TERA, a change was made that impacted several armor sets within the game. Previously, gear that was intended for a specific class could still be worn by other classes that use that type of armor (Metal, Leather, or Cloth). For example, Slayers could still wear a piece of armor that was intended for Warriors and had a special stat boost that only applied to Warriors. Following the Brawler update, these armors that are intended for one specific class can now only be worn by that one class.

If a character has a piece of gear equipped that is meant for a different class, they will still be able to use it until such time as it is unequipped. Once it has been unequipped it will no longer be wearable by that character. Players should make sure to remove all slotted crystals from the armor before removing it, as they cannot be removed once the armor has been unequipped. Leaving crystals socketed in the armor will also prevent it from being dismantled for feedstock.

Initially TERA Customer Support would swap armor on request for a version wearable by the character. Support is no longer providing this service. This is for a few different reasons. First, it is time consuming as the armor must be swapped manually, and it makes it more difficult for us to answer in a timely manner other issues preventing players from being able to access the game . Second, this modification to the game functionality was intended, and thus circumventing it by swapping armors would run contrary to the intended design of the game. If a player has removed a piece of armor that they cannot re-equip without first removing the crystals, Customer Support will mail those crystals back to the player. It will not be possible, however, for Support to manually swap the item for feedstock.

We appreciate everyone’s understanding on this matter.
The En Masse offices will be closed on Thursday, November 26 for the Thanksgiving holiday. The support team will be back in the office on Friday.

To all our friends in the U.S., happy Thanksgiving!
I am really sorry for the inconvenience the unexpected restart caused. This one is totally on me, and I take full responsibility for it. We set up maintenance messaging in advance, usually the day before if it is an early morning maintenance. There has previously been an occurrence when messaging was set up properly (or at least so we thought) and it did not go out for some reason, but this was not such a case. I messed this one up, plain and simple. It was an unusual time for maintenance, a pretty crazy week, and it somehow just slipped my mind. That's certainly no excuse, but I just wanted to let the community know.

You have my word I will do everything I can to ensure such an oversight does not occur again.
Out live chat support will be closed today, October 30. The annual office Halloween party is today, and although we are all here working hard to get tickets answered, we will be up and down from our desks periodically for treats and costume related activities. Chat support for billing related issues will resume on Monday.

Happy Halloween to all!
Chat support for billing related issues will be temporarily unavailable today, October 27, between 2:15 p.m. and 4:00 p.m. PDT. We apologize for any inconvenience.
The last two weeks have been fairly hectic, with some issues driving higher than normal support traffic our way. Our current response time on tickets is at 5 days, but we are working hard to bring that number down as quickly as we possibly can. We really appreciate everyone's patience.

Also, as a reminder, please, please, please avoid contacting any of the gold sellers that you may see spam chat in the game. These are not legitimate businesses. They are using stolen credit cards to obtain EMP that they then pass along to you. If you provide them your card number, you may as well consider it compromised as well. We are taking action to block the gold sellers and ban their accounts, but we are also taking action against accounts that purchase the gold from them. It is just not worth it.
Please look for an upcoming post from the production team on the known issues with Catalysts. For the time being, yes, it is best not to buy them from or post them to the trade broker.
I'll let the production team know!
Thank you for the heads up. We are aware there are a few issues with the Catalysts and are currently working to address them.
The use of any third party technology to allow your character in the game to perform any particular function without you being present is not permitted.

To clarify, the Felicity pet is not a 3rd party technology, and thus is allowed.
Discussing disciplinary actions on the forums is not permitted, but I can say if you feel unwarranted action was taken against your account, please submit a ticket and we will be happy to look into it for you.
Can you give me some details on what happens, so that I can investigate?
Opinions on this have been clearly stated and the conversation is getting more and more personal (and somewhat nasty). Given that, I'm locking this thread.
My understanding is that characters not on a standard English keyboard will not be accepted in chat, including "é".
Hi folks. Just to update everyone, we discussed it a bit and have decided that despite there being some other definitions or uses of the word, that it is appropriate to block the word from chat in the game. The difficulty we face is in the way our word filter works. If we simply add the word to the block list, it will block all words that contain that letter combination, such as Grape, Drapes, etc...We are looking into alternate ways of blocking just the offensive word without impacting a whole host of other words.
I'm locking this thread, but will be happy to looking into the ticket that was submitted so that I can better understand the nature of the concern.
Ghost, please pm me the code you are attempting to enter so I can look into it. Please also include the name and server of the character you are attempting to use it on.
Just to update everyone, we have passed this information along to the developers for review. We will update the community when we know more!
We're looking into the problem, but we are actually no longer supporting XP now that Microsoft is not supporting that OS any longer. My understanding is that XP users can upgrade for free to Windows 10, so contacting Microsoft to inquire about this would be a good idea.

Alternatively, XP users can search for the bcrypt.dll file online and download it to the Windows System 32 folder, but as I cannot guarantee the integrity of any such file found on the web, En Masse cannot endorse this as a resolution to try.

Ultimately, updating to a newer (and supported) operating system is the best bet.
We're looking into the problem, but we are actually no longer supporting XP now that Microsoft is not supporting that OS any longer. My understanding is that XP users can upgrade for free to Windows 10, so contacting Microsoft to inquire about this would be a good idea.

Alternatively, XP users can search for the bcrypt.dll file online and download it to the Windows System 32 folder, but as I cannot guarantee the integrity of any such file found on the web, En Masse cannot endorse this as a resolution to try.

Ultimately, updating to a newer (and supported) operating system is the best bet.
We're looking into the problem, but we are actually no longer supporting XP now that Microsoft is not supporting that OS any longer. My understanding is that XP users can upgrade for free to Windows 10, so contacting Microsoft to inquire about this would be a good idea.

Alternatively, XP users can search for the bcrypt.dll file online and download it to the Windows System 32 folder, but as I cannot guarantee the integrity of any such file found on the web, so En Masse cannot endorse this as a resolution to try.
Just an update, I'm looking into this now and will reply again when I have some more info.
I'm going to go ahead and lock the thread since the question has been asked and answered.
I'm going to lock this thread, as this is the NA TERA forums. EU TERA is operated by Gameforge, and questions regarding that service should be posted to their forums.
Thanks. We're checking on this now!
I understand it's disappointing to know a costume is out there but not available in the game. We made t he decision to not release the dress because we determined the down side of releasing a costume that had major issues was greater than the up side. I truthfully do not know if or when the dress will be corrected and released, but I will remind the producers that the community still wants it!
Akuarine, if no notice went out in the game beginning an hour before maintenance, then this would be the second week in a row that it was programmed to go out but did not. We have tested the messaging system and it has appeared to be functioning properly, but if there was no maintenance messaging again then we know there was a problem.

Could you confirm for me that you were in the game between 6am and 7am PDT today, and the server you were on?
I'm going to go ahead and lock this thread, as the issue is with European TERA service, which is operated by Gameforge and is completely separate from the North American TERA service that we provide.
It is active in one dungeon, Shattered Fleet.
Just to update you on this, we are doing everything we can to combat these fraud gold sellers. I can't go into detail about our tactics, but please know that not only do we ban the account (and all associated accounts) as soon as we see them post in chat, we also have other things we are doing to make their lives as difficult as possible.

I know they are an annoyance, and I hope everyone knows to steer clear of them. They are using stolen credit cards to fund their operations, so providing them with your card info for a purchase is clearly not something that should be done.

They are persistent and adapt quickly to things we do to keep them out, but eventually we will make it so tough for them that it is just not worth it, and they will move on to become the problem of some other game.
Hi Folks,

I am investigating why no messaging went out in game for this morning's maintenance, because I personally set it up yesterday to go out at 60, 30, 15, 5, and 1 minute before the maintenance. If there is a problem with the messaging system, I will do everything I can to make sure it is resolved before the next maintenance.

Thanks, and I'm sorry for the trouble.
Hi Folks,

I am investigating why no messaging went out in game for this morning's maintenance, because I personally set it up yesterday to go out at 60, 30, 15, 5, and 1 minute before the maintenance. Can I get confirmation from folks on different servers that there was no messaging? It will help to know if it was one server that it did not go out on, or all of them.

Thanks, and I'm sorry for the trouble.
Hi all. Can you confirm for me that there was no in game messaging this morning regarding the maintenance? I ask because I actually set up the messaging myself yesterday, and it should have gone out 60, 30, 15, 5, and 1 minute before the start of maintenance. If there was not any messaging, that indicates there is a problem with our messaging system.

If possible, could someone from each server confirm this for me?

Many thanks.
I'm afraid that changing the class of a character is not possible in the way that it is to change the race, gender, appearance, or name. My understanding is that this primarily due to the way the skill tree for each class does not match up with those from other classes. To be perfectly honest, I do not anticipate class changing a character to ever be available in TERA.

Once equipped and bound, costumes are intended to be used only by that one character. This is the reason we do not move bound costumes (or mounts) between characters.
TrinityXero, if you have not already done so, please submit a support ticket so that we can assist you with this. Please go into the main TERA folder and run the program there called EMEdiag. When it has finished, please save the results and include that .txt file with your support ticket.

Also, please make sure to include in your ticket that you have already tried reinstalling from Steam as well as our site, so that we do not recommend you do that again.

Thanks!
Hi Dunsford,

We have never had a policy of only doing certain things in chat, so if you experience that in a ticket, please let me know. Rest assured, we approach every ticket and chat with the attitude that we will address the issue if at all possible.
I appreciate the feedback. Unfortunately, you would need to log in to be able to use the chat function, so it would not be there as an option for folks in your situation who are not able to log in. If you let me know the public ID of your account, I will find your ticket and make sure I get it answered for you right away.
Our goal is to have tickets responded to within 24 hours, but that isn't always possible. Right now we are at about 48 hours, so if you have not already received a response, you should very soon.
I just want to remind everyone to keep it civil and not use personal attacks. If there are specific questions about support, I'll be happy to answer them to the extent I am able.
Over the next month, we will be making some changes to our support offerings . Our goal is to streamline where possible and make the most efficient use of our resources, while also increasing the number of solutions we present on our site that will allow players to resolve their issues quickly without needing to submit a support ticket.

There will also be a change to our support chat beginning on Tuesday, September 1. We will continue to offer live chat support for a selection of account management related issues, but if chat is not listed as available for the issue or question you have for us, rest assured you can submit a support ticket and we will answer it as quickly as possible.

Our commitment to helping our players have the best gaming experience possible has not changed, and although we hope you don’t encounter any problems, if you do we will be here to help!
There will be amended chat support hours on Wednesday, August 19. Chat support will be available between 2:00 p.m. and 7:00 p.m. PDT. Normal chat support hours will resume on the 20th.
There will be amended chat support hours on Wednesday, August 19. Chat support will be available between 2:00 p.m. and 7:00 p.m. PDT. Normal chat support hours will resume on the 20th.
I moved the character to Velika, which should allow you to access it now. If you still cannot, please submit a support ticket and we'll be happy to help further!
We can certainly restore items that were left in the parcel and never claimed before the expiration. Just submit a support ticket and make sure to include the character name and server.

As a note, the inbox is not intended to be used for additional storage (hence the 28 day time limit), so we generally will only do this one time per account.
There will be amended chat support hours Wednesday, July 15. Chat support will be available from 12:30 p.m. to 7:00 p.m.

Normal chat support hours will resume July 16.

We apologize for any inconvenience this may cause.
There will be amended chat support hours Wednesday, July 15. Chat support will be available from 12:30 p.m. to 7:00 p.m.

Normal chat support hours will resume July 16.

We apologize for any inconvenience this may cause.
Chat support will be unavailable between 1:15 p.m. and 2:30 p.m. Pacific Time today, June 26. We apologize for the inconvenience.
Chat support will be unavailable between 1:15 p.m. and 2:30 p.m. Pacific Time today, June 26. We apologize for the inconvenience.
RastaBlabla on 05/31/2015, 08:35 AM - view
i droped quest items and now have problem with continued mission Use hagand invisibility potion
pls give me this hadan invisibility potion but it is story quest, Server Lake of Tears nickname: Magicalgirl


RastaBlabla, I mailed you the quest item in the game :)
RespectfulDad on 06/01/2015, 02:25 AM - view
I was told 9 days for my ticket and that's gotta be some kind of joke. The store spent my EMP without ever confirming anything and now I can't get what I actually wanted. Getting players into the game can be solved with a support thread and low priority ticket flags, whereas SPENDING MY MONEY WITHOUT MY CONSENT seems a little bit more urgent in my opinion.


I'll find your ticket now RespectfulDad and help you out.
As of 6/1, we continue to experience a far higher volume of tickets than was anticipated. Our response times remain at approximately 8 days. We will also be continuing the amended chat support hours this week, with live chat available from 2:00 p.m to 6:00 p.m. PDT.

We have increased the size of our support team to better handle the amount of traffic we are seeing, but of course it will still take us some time to get caught up. We know these long delays and reduced chat support hours are frustrating and we truly appreciate everyone's patience and understanding.
Hi everyone. I just wanted to drop in to let you all know we appreciate and welcome a good debate, but also to remind you all that disagreements are fine but personal attacks are not.

As with any situation, there are infinite hypothetical scenarios, and it is simply not possible to address them all. For those with concerns about the name release, please be reminded that we sent out an email to every single account with a character at risk of having its name released, and I am pretty sure there will be another round of emails that go out as the deadline approaches.

For those players who did not see the announcement or receive the email (for any of the infinite hypothetical reasons), they will see a "_1" after their character's name when they log in. Upon selecting that character they will be prompted to select a new name. Depending on how uncommon their name was before the release, there is always the chance that they will simply be able to re-select their original name.

I would just ask everyone to keep an open mind about this. Of course we value our veteran players. We also want to create as great an experience as we can for new players joining the game, whether they be paying players or those who support the game simply by playing and purchasing items in game with gold.
12:30 p.m. PDT
Name Release FAQ updated with 3 new answers!
To address the question of returning players who find their name has been changed due to inactivity, upon entering the server for the first time with that player, they will be prompted to select a new name. For those that were around back when we had the server merge that resulted in name conflicts on the new servers, the process will be the same.
So that we can better address any concerns we may not have thought of, could you clarify your concern over this? To clarify, it is the names of inactive characters (which largely will be on accounts no longer in use) that are being freed up.
Sorx1003, if you have been able to play before but just today you are seeing the ffff.ffff error, then it often means something has changed on your machine that is preventing the game from running properly. Make sure to try all of the steps we have listed in the FAQ, as this covers pretty much everything we know to try for dealing with the error.

http://support.enmasse.com/tera/error-ffff-ffff-fatal-client-exception

If you continue to experience the problem after trying all steps in the FAQ, we will need you to run the diagnostic tool located under the tools menu in the launcher, and send the results to us in a support ticket. This will hopefully help us to get a better sense of what is causing the problem.
It more than likely was a temporary issue on the internet between your ISP and the login server, that caused a delay long enough for it to time out before establishing the connection. If you have already been able to log in and play, then that points to this type of temporary problem. Hopefully you don't encounter it again, but if it becomes a problem, let us know!
We are doing everything that can be done to maximize efficiency, but unfortunately it just takes time to get through the thousands of tickets that have come in. To update you Veldoran, I just took care of your ticket :)

Sorry for the wait.
We really appreciate everyone's patience and understanding. To update everyone, we have seen a dramatic increase in the number of tickets following the launch of TERA on Steam and the simultaneous release of the gunner class. We expected a spike in volume right around the launch, but we did not foresee the sustained increase in tickets that we are experiencing. We are doing everything we can to answer tickets as quickly as possible, and we are also looking into other ways of tackling the challenge of answering so many tickets in a more timely manner.
Can you access any of the other servers besides TR? What is the exact error message you are seeing?
All of us here are thrilled with the excitement surrounding the simultaneous launch of TERA on Steam and the new Gunner class. This excitement has resulted in an extremely large increase in the number of support tickets being submitted, and has created a backlog which has led to a response time that is now over one week. We’re not ok with this, and we know you're not either.

In unusual situations such as this we sometimes have to make difficult calls. Beginning today at 1:00 p.m. PDT we will be closing the chat service so that we can focus entirely on this large backlog of tickets. As a small team, being able to put all of our resources towards these tickets will allow us to get back to a response time that players have come to expect from us. We will review the situation at the end of the week, but our current plan is to reopen the chat service on Monday the 25th.

We apologize for any inconvenience this may cause, and we appreciate everyone’s patience and understanding.
Hi Gentlefaun,

Since I cannot discuss any account related things in an open post, I will email you via the support ticketing system.
As I stated, just because something has been one way leading up to now, that is not a valid reason to not make a change where it is needed. PvP is one thing. Hanging around the Lumbertown bridge to slaughter every low level character trying to cross is another thing all together. Doing something that serves no purpose but to lessen another player's enjoyment of the game hurts the game as a whole. There is not functionality built into the game to prevent this, but that doesn't make it right.

I truly want all players to enjoy the game, both new and veteran players. If, however, your idea of fun is intentionally disrupting the play of a much lower level character who has no chance at all against you, then I suggest it may be time to find an alternate form of amusement in the game. Will we catch every player who PKs a lower level character? Of course not, and that's not our intention in any case. We are focusing on activities and areas in the game in which the new player experience suffers the most, and working to help these players become members of the community instead of being driven away out of frustration.
I'm happy to provide some clarification, and answer any questions you may have about this. First, please let me say that we really try to avoid doing (or not doing) something because it has always been done one particular way. We are always looking for ways to improve the service, and that means changes do occur.

With the launch of TERA on Steam there are going to be a lot of new players joining the game. I hope this is something the community is as excited about as I am. Many of these new players will want to play on a PvP server, but if their early experience is an incredibly frustrating one, many will likely just walk away from it. For max level characters to deliberately seek to disrupt the early game experience of these new players is not just bad for the new players. It's bad for the whole game. For this reason, we have decided to deter high level players from engaging in this activity.

If you have any specific questions I will do my very best to provide you with an honest, transparent answer.
Just to clarify, the number of hours chat will be available is remaining the same, but the days it is offered are changing. Our goal is to be open into the evening so that players working standard business hours can still make use of the service, and we will, of course, still be handling support tickets each day of the week.
When chat support closes at 7:00 p.m. PDT this Friday (May 1st), we will be moving to our new chat support schedule of Monday through Friday, 11:00 a.m. to 7:00 p.m. Pacific Time.

Reviewing the past several months of data has shown Saturdays to consistently receive the fewest chat requests of any of the days chat is currently available. We are a small team, and moving to the Monday through Friday format will allow us to provide a more even and consistent level of support. Rest assured, we will still be answering your support tickets seven days a week!
Chat support will be available between the hours of Noon and 7:00 p.m. Pacific Time on Wednesday April 15th. Normal chat support hours will resume April 16th.
Edited by: Araya 2 minutes ago
There will be amended chat support hours on Wednesday, April 8th, with support chat being available from 12:00 p.m. to 7:00 p.m. PDT. Standard chat support hours will resume April 9th.
Chat support will be unavailable between 3:30 p.m. and 4:30 p.m. PDT on Tuesday, April 1st. Standard chat hours will resume April 2nd.
I completely understand wanting to get an official stance from EME on this, and I will get that for you as quickly as I can (I need to confer with some other folks here about it).

I do want to clear one thing up, though. If we determine something to be an exploit, then use of that exploit would constitute a violation of the rules. Per the rules of conduct:

"Game exploits: let us know about these instead of exploiting them. If you use TERA’s game mechanics in any way the GMs deem unsportsmanlike or that deviates from the spirit of the game, the GM staff will not only make frownie faces at you, but possibly pursue disciplinary action."
There will be amended chat hours Wednesday, February 25th. Chat support will be available from 11:30 AM to 7:30 PM Pacific Time. Standard chat hours will resume on the 26th.
There will be amended chat support hours on Tuesday, February 17th, with chat being available from Noon to 7:00 PM Pacific Time. Regular chat support hours will resume Wednesday the 18th.
There will be amended chat support hours on Friday, February 6th. Chat support will be available between the hours of 11:00 AM and 5:00 PM Pacific Time. Standard chat hours will resume the following day.

We appreciate your understanding!
There will be amended chat support hours on Tuesday, January 27th. Chat support will be unavailable between 12:45 PM and 2:15 PM PST. Normal chat support hours will resume on the 28th.

We appreciate your understanding!
I actually located your ticket, so I will respond to that now.
Hi,

I can probably help with this. I'll need to know the name and server of your character, so that I can move him/her. This usually corrects the problem allowing the character to be used again.
Just to update everyone, we're aware of the issue and are working to address the problem.Hopefully it will be corrected in our next maintenance.
It may be that you are not logged in to Windows under a profile that has administrator privileges. To check this, follow these steps:

Start --> Run --> Control UserPasswordS2 --> Double click on User Name --> Group Membership --> Change From Standard User to Administrator --> Apply --> ok --> Log off --> Log in

If this does not resolve the issue, please go ahead and submit a support ticket so that we can assist you further.
Chat support will be unavailable between 1:30 and 3:30 PM PST on Thursday December 18th. Standard chat hours will resume Friday the 19th.

We apologize for any inconvenience.
We do have a fix for the "Source File was Corrupted" error, in our FAQ located at http://support.enmasse.com/tera/source-file-was-corrupted.

Can you confirm whether you have done the steps in this, which involve downloading the files you need into the correct directories?
Chat support will be available from 2pm to 8pm PST on Wednesday, December 17th. Standard chat support hours will resume the following day.
Chat Support will be unavailable between 2pm and 4pm PST today, December 2nd. Normal chat hours will resume on the 3rd.

Thanks for your understanding!
Segior on 11/26/2014, 01:26 AM - view
Ye nice why too help ppl that have problems with starting tera bc of yesterday maintance


I didn't see an open ticket from you in our queue, but if you are having any problem following yesterday's maintenance, please let me know and we'll be sure to help you today!
Edited by: Araya 14 days ago
Hi illszjan,

I just replied to your ticket. Please let us know if you still have the problem after trying the steps I included.

Thanks!

The En Masse office will be closed on Thursday, 11/27 for the Thanksgiving holiday. We will continue to monitor the servers in the event something happens, however support chat will not be available and tickets will be answered the following day.

To all our friends in the U.S., Happy Thanksgiving!
Chat support will be unavailable between 1:30 PM and 3:30 PM PDT on Thursday, October 23rd. Normal chat hours will resume on the 24th.
The servers are in fact down for maintenance, which does occur about once a month on Thursdays. I was made aware that the in-game messaging that is normally sent out beginning an hour before maintenance did not go out as intended. I'm not entirely sure what happened, but I am very sorry for the inconvenience. The estimated down time for the maintenance is 2 hours, so service should be restored by 9am Pacific Time.
Hi everyone,

We've been looking through the numbers in regards to contacts, and we feel a slight adjustment to our chat support hours of operation will allow us to better serve the community. Beginning Saturday, August 9th, the hours for chat support will be 11 AM to 7 PM Pacific Time. The days of operation will not be changing, and will remain Tuesday through Saturday.

Of course we hope that you don't encounter any problems, but if you do, we'll be here to help!
Support chat will be unavailable today, June 6th, from 1:45 pm to 3:00 pm PDT for maintenance. We appreciate your understanding.
For the "Unable to download Metafile" error, please try all of the steps located in this FAQ:

http://support.enmasse.com/tera/unable-to-download-retrieve-manifest-or-metafile

If those don't resolve the issue, the last step details how to submit a ticket with the information we will need to assist you further.

Thanks!
To update everyone, the service is still down for maintenance, which is expected to run until 9am PDT. We are working to determine the cause of the "Unable to unzip manifest" error so that players can enter the game once maintenance is completed. We will update this thread with any additional information we have on the issue.

Thanks for your patience.
To keep everyone updated, we did have to extend the maintenance by a bit, but the servers should be back on line in roughly 20 minutes. We hit an unforeseen snag that caused the unzip error, which needed to be resolved before the servers could be restarted.

Thanks again for your patience.
We're back up and running. Sorry for the delay!
For those having difficulty getting into the game, could you let me know exactly what you are experiencing?
SnowAlice on 04/29/2014, 10:05 AM - view
I have alerady submitted a ticket with support they are telling me that this is a known issue that ticket will be closed


Are you still getting the "unable to unzip manifest" error? Have you closed everything out and reopened it since we announced the servers were back online?
StoLus on 04/29/2014, 10:17 AM - view
I had the "unable to unzip manifest" problem. I did not delete any files. Now "manifest" problem seem to be solved, but for some reason my launcher wants to download 30 GB (odd one, because I did not touched the files)


Could you submit a support ticket on this, and include a screen shot showing the contents of your TERA folder? If you are being asked to download 30gb, then it is likely something happened to one of the main files. I may be able to just provide you with it if I am able to determine which file is missing.
2:55 p.m. PDT UPDATE: Updated Thread

----------------------------------------------------------------------------------------

We have been informed of Internet service provider issues at the data center that are causing some customers to experience difficulty logging in to the game, resulting in a connection error. We are working with ISPs to get these issues corrected. We will update this post with any further information we receive.

Thank you for your patience and understanding.

-- Solomon Edit --
Adding this to the top as some may not see the other EME responses on subsequent pages of this thread. Outside of using a proxy or VPN as others have mentioned in this thread; there is no fix we can provide to this issue because the issue resides on the ISP level at our data center.
Edited by: Minea 8 months ago
Hi folks,

per our FAQ on the topic located at http://support.enmasse.com/tera/will-en-masse-ip-block-based-on-region,

"Services that promise to improve your ping and decrease lag may sound promising, but they are frequently used by hackers and criminals who want to remain anonymous. Although we do not block them by default, a proxy or server host will be blocked if it becomes a popular tool for criminal behavior."

@ Robdesign, if you PM me the error you are getting trying to purchase EMP, I can look into it for you.

Thanks!
There will be amended chat support hours on March 26th. Chat support will be available from 2:00pm to 8:00pm PST.
We are currently working on the issue causing many players to have difficulty logging in to the game and the web site. The primary errors players are receiving are 8000:0001 and 0112:0000.

We are also aware of purchases from the store either taking a very long time to be delivered, or appearing to not deliver at all.

We will update this thread with any new information as soon as it becomes available. Thank you for your patience while we get these issues worked out.

Update 10:22am - The issue should be resolved now, but we are still monitoring the system. Please let us know if you continue to have login issues.

Update 11:20am - 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.
Edited by: Aliila 9 months ago
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