TERA Online dev tracker
Burble (Security Specialist)
FF and TR are back up. Thanks for your patience!
We experienced an issue last night/this morning with some credit card and PayPal purchases not being delivered. The time frame for the outage was between roughly 12:00 AM and 9:00 AM PDT.

I'm issuing refunds for those purchases that did not deliver, which you should see within 2-3 business days depending on your financial institution.
I'll update this post once I've completed sending the refunds out.
Selling accounts is against the Terms of Service and will result in a permanent ban from our services, please don't do that.
I'll take a look at this now.
Please check your active tickets, I've sent you a reply.
You're welcome to send me a PM if you see gold sellers advertising in-game. I'll address them as soon as I'm able.
Here are dropbox links for those three files:


https://www.dropbox.com/s/ys0qh98wtmgzsjh/Lobby_RaceSelect_Matinee.gmp
https://www.dropbox.com/s/hwoiy7oekjcx2ua/Editor.u
https://www.dropbox.com/s/mqf1j7ge9s53f55/Pirateship_4562.gmp

Edit:
Alternatively try replacing your Game.version and running a repair - http://patch.tera.enmasse-game.com/temp/Game.version
Edited by: Burble 10 months ago - Reason: Updated information
http://tera-forums.enmasse.com/forums/general-discussion/topics/Would-it-kill-TERA-to-give-free-permanent-gifts
Please use the other thread you already created to discuss this issue:
http://tera-forums.enmasse.com/forums/general-discussion/topics/Would-it-kill-TERA-to-give-free-permanent-gifts
Hey Grahf,

Are you using the HappyCloud installer? If I remember correctly, I believe it starts with lower resolution textures so that you are able to get into game faster. If this is the case, then letting the download complete should hopefully take care of this issue.
Please submit a support ticket if you would like to discuss your suspension.
If you cannot remember what server you are on, simply choose one and we can figure it out from there.
We're investigating the AV outage.

Update: Server is back up.
Edited by: Burble over 1 year ago
This has been resolved, thanks for your patience.
Thanks, we're investigating this now.
As a workaround for the ping tooltip display issue, you can uncheck the Show frame rate (FPS) option under Options -> UI Settings and then click Apply, and then restart your game client. This will prevent the ping tooltip from being displayed until the FPS counter is fixed.
We're back up.
Back to investigating.
Celestial Hills is back up.
We're aware and looking into it.
Celestial Hills is back up.
We're investigating.
Thanks for your patience while we work on getting the crash issue with CH resolved.

Update:
8pm: We are going to keep CH down for now while we investigate the crashes.
8:40pm: Currently no ETA on when the server will be up, we are still working on it.
9:40pm: We have identify the issue, and hoping to bring the server back up ASAP.
9:55pm: CH server is now up.
Edited by: Aliila over 1 year ago
I'll be updating the #2 post once we have more information to share.
This is currently being investigated. Thanks for your patience while we get things fixed!

7:44 PM PDT 10/16
Pending confirmation it looks like this may be resolved. If you encounter anything different or unusual please feel free to comment in the thread or submit a support ticket.

7:58 PM PDT 10/6
Issue has been confirmed to be resolved.
If you're still encountering the Unable to Download Manifest error and have made an edit to your hosts file redirecting patch.tera.enmasse-game.com to a different IP address, I recommend removing that line or commenting it out by adding a # in front of it. If that doesn't help, please submit a support ticket.
Edited by: Burble over 1 year ago
This is most often caused by some other program interfering with TERA - often by Antivirus programs.

Specifically, the most common one I see come through is IOBit Malware Fighter. If you have it installed, you'll need to uninstall it before TERA will start.
http://tera-forums.enmasse.com/forums/general-discussion/topics/Anyone-else-getting-unable-to-download-manifest
We've seen a few of these come in in the past hour or so. This seems to be caused either by a previous hosts file edit or an ISP's DNS servers not properly resolving our patch server's http address.

To find out, open up cmd in the Start Menu and try pinging our patch server by typing the following line and pressing enter
ping patch.tera.enmasse-game.com

A. If the result is something about 'ping request unable to resolve host' I recommend changing your DNS servers to Google's public DNS servers: http://www.computerhope.com/issues/ch001161.htm

B. If the ping completes, check the brackets to see what the IP address is. If it's 50.7.180,170, you'll need to edit your hosts file and remove the previous redirect:
1. Close the launcher if it is open
2. From the start menu, type notepad
3. Right click on Notepad.exe and choose to Run as Administrator
4. Click on File->Open
5. In the bottom right corner, change it from Text Documents to All Files
6. Browse to C:\Windows\System32\drivers\etc\
7. Click on hosts and then click Open
8. If there is any line that does not start with a #, and has x.x.x.x patch.tera.enmasse-game.com, remove it
9. Click on File->Save
10. Click on File->Exit

This should hopefully resolve your issue. If not, feel free to submit a Support ticket or jump into Live Chat if is available.
Assuming that node doesn't run into any trouble :). I would recommend only using a hosts file edit as a temporary fix.
Check the Hide/Show Face Costume button on your profile window. It's the little symbol that looks like an eye, just to the right of the outfit template slots in the center.
Locking thread per OP request.
We're investigating an issue with logging into Ascension Valley now. I'll edit this post as soon as I have an update.

EDIT: Ascension Valley should be accessible now
Edited by: Burble about 2 years ago - Reason: Update
The hat was added to the store this morning, but had to be removed due to some technical issues. I believe it will be returned very soon.

EDIT: You can find the hat on our web store: https://store.enmasse.com/tera
Edited by: Burble about 2 years ago - Reason: Updating information
Blast from the past! Please reference the other threads about this issue, like:
http://tera-forums.enmasse.com/forums/general-discussion/topics/Unable-to-dertermine-current-version


I've added a game account for you.
The game account is supposed to be added automatically. I've added one for you manually and you should be able to log into the launcher now.
IzumiHiro I've updated your support ticket.
I would recommend closing both the game client and launcher and restarting them and seeing if you are still unable to log in.
We're doing a rolling restart on all of the servers to resolve an issue with players being unable to log in. Servers were taken down at 8:45 PM PDT. Expected downtime is 30 minutes.

Edit: All servers are back up
Edited by: Burble about 2 years ago - Reason: Updating
Did any of you who are having download trouble ever make a hosts file edit in the process of past troubleshooting attempts?
Try the steps here: http://tera-forums.enmasse.com/forums/general-discussion/topics/Launcher-Issues-Help-Wanted
For this, try doing a manual reinstallation of the launcher files:

1. Browse to your TERA folder
2. Delete only Live-New-Launcher.version
3. Ensure that you are able to view hidden files and folders: http://windows.microsoft.com/en-us/windows-vista/show-hidden-files
4. Browse to C:\Users\Your.Name\AppData\Local\ where Your.Name is your login name for your PC
5. Delete the TERA folder inside of Local
6. Download TERA-Setup.exe and run it, using the same installation folder as TERA is currently installed to: http://download.enmasse.com/TERA-Setup.exe
7. Run the launcher again

Edit:
If you are having trouble with the download link (slow, etc.) I'd recommend changing your DNS servers to Google's public DNS servers:
1. Open the Start Menu, and then the Control Panel
2. Click on View network status and tasks (assuming you are viewing by Category)
3. Click on your active Internet connection, usually titled 'Local Area Connection' or 'Wireless Connection'
4. Click Properties
5. Click to highlight Internet Protocol Version 4, and then click Properties
6. Make sure you're on the General tab, and toggle the bottom option (DNS) to Use the Following
7. For Preferred, enter 8.8.8.8
8. For Alternate, enter 8.8.4.4
9. Okay out of all of those windows
10. From the Start Menu, type 'cmd' and press Enter
11. Type 'ipconfig /flushdns' and press Enter
Edited by: Burble about 2 years ago - Reason: Updating
Please use the support link provided by Lastelf.
Undead hugs are so cold and clammy.
Opened! After tomorrow evening it will be up to the Vanarchs :).
Yes. Permanent account-wide mounts can always be claimed by any of your characters, but cannot be sold or traded to other players. Permanent character-based mounts are one-time-use only but can generally be traded or sold on the trade broker.
Sorry about that guys, that was my mistake. Correct server downtime is at 10 PM PST.
Please contact support for any launcher issues.
http://support.enmasse.com/tera/tera-rising-play-for-free#What_is_Founders_Status?

Anyone who has already purchased TERA will receive Founder status when we transition to TERA: Rising.
Please avoid making personal attacks.
Rise from your grave!


Locking the thread - please don't perform necromancy.
RMT for in-game names is not allowed.
Edited by: Burble over 2 years ago


The Burble!
Please go ahead and contact support so that we can look into your issue.

https://tera-support.enmasse.com/
Celestial Hills is back up again.
We're aware of the issue and working to resolve it right now. Thanks for the heads-up!
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