TERA Online dev tracker
Solomon (Ex-Director, CS)
If there are only two people left in the guild, please make sure you empty the guild bank. If you disband a guild with items in the bank they are lost.
Hazgazemos on 01/21/2015, 01:27 PM - view
Back log, it will take 4-5 days for them to get to it. Just be patient.

This is correct, give or take a few hours. We've had a backlog for a couple weeks now, and we are working to get it down. When you visit the support site there should be messaging to indicate the estiamted response time.
We’ve made some changes to the launcher recently to specifically deal with corrupt/unknown file errors, and we hope it helps streamline the patching process for you when errors come up. I’ve outlined those changes below.

Auto-Repair Functionality
The launcher will now auto repair if it detects a problem with a patch file. The auto-repair functionality will only check against files in the patch and go get the correct versions. If your corrupt file is not part of the patch and exists somewhere else (you modded a file and now it’s no good); you will need to run the repair option manually. Once the auto-repair is over the patch will continue to download automatically. During this time the play button will be grayed out.

Repair Button Availability
Before if you encountered a problem with a file you could not get to the repair option. This has been corrected, and you will be able to repair if the patch or game download does not work.

Play Button Availability
The play button used to be selectable during the repair process. If you clicked play before the repair and patch process was completed you would receive error FFFF:FFFF until you did another repair and let it finish correctly. Moving forward the play button will be disabled until the repair and patch process is completed which should prevent the FFFF:FFFF error in this particular use case.

We hope these changes will eliminate some of the delays players experienced if they ran into a corrupt file error during patches. We will of course will keep an eye on the next major update to see how this is working.
I posted a topic on this support wait times a few days ago and unpinned it yesterday as it was sitting dormant. You can view that here.

We've experienced a lot of tickets since the recent release, and we are working as quickly as possible to reduce the backlog. New tickets keep coming in as well. Our rough response times are around 4 days give or take at the moment. We typically sit around 12-24 hours for tickets outside of major releases.

Your ticket has not been lost, it's just behind other tickets that also need replies. I realize this doesn't solve your issue, but I can assure you we will get back to you as quickly as we can.

Edited by: Solomon 1 minute ago
Plot on 01/15/2015, 10:16 AM - view
Oh, I thought they'd just be class and dungeon guides. That's definitely nice, thanks.

I think we'd like to treat it as an open area. Yes, dungeon and class guides will probably be the majority, but if it's TERA related guide such as "TERA Lore Basics", and "TERA Lore Reaper" those will be accepted as well.

Plot on 01/15/2015, 10:12 AM - view
Since they're adding a media section, any chance of adding a Lore section? I've noticed in other regions they give background to some of the Gods that I've never really seen here.

That's not to say these changes aren't fantastic because I'm looking forward to them.

One of the features is that there will be a guide section, and here you can create guides, lore background, etc. At least, that's the plan.
Edited by: Solomon less than a minute ago
Biju on 01/15/2015, 09:43 AM - view
Hi, I'm following up to see if you guys had any update on phase1 of the project regarding the new forum. Is this something you are still working on? :)


Funny -- I was going to post an update on this soon. We ran into some issues that caused some delays. It's not looking like we'll hit January. February is a maybe. It just depends if we can solve some critical issues in time.
Okay, so it looks like this only impacting a portion of players (Yay You!). To get rid of it folllow these steps.

1. Make sure TERA game client is not running. The launcher can be on, but the game is off.
2. Open a file browsing window and type in %appdata% to get into the appdata folder. The folder directory will look something along the lines of C:\Users\username\AppData\Roaming
3. Find a folder named Tera_Awesomium
4. Delete the folder.
5. Launcher the game client and the window should be displayed correctly.
We will look into this.
I've sent you a PM to discuss the reasons for you block, and how that will be handled. The reason support has not replied to you is that there is a backlog of tickets we are working through. We are replying to the tickets as quickly as possible, but there is a delay at the present time.
Hayken7 on 01/13/2015, 01:28 PM - view
I see that GM are taking the time reading the posts and answear our questions. Could u answear this. Are we getting some events while waiting for the patch or is just going to be dead time? I bet many people wants to know that.

It depends on the type of event, but I'm not sure if an event will run between now and the next update. My guess is yes, based on the frequency of events that we typically run but I can't gurantee it. It also depends on the type of event too.There might be a contest or something along those lines. We'll of course announce them we they are coming up.
Mukanai on 01/13/2015, 11:57 AM - view
I'm sorry but I have a hard time believing that. That would mean roughly 10k words per quest. I used http://www.lipsum.com/ to generate a 10k word page and there is no way the average tera quest is that long. ;p

If it was just quests that would be great, but its items, UI, achivements, abnormalities, guild housing, etc, etc.
Mukanai on 01/13/2015, 11:24 AM - view
Wouldn't that include like tons of new quests and items and stuff? my problem with it is the fact that we really aren't getting anything with tons of stuff that needs to be translated/localized in the first place.

It depends on your definition of "tons". 2 & 3 is roughly 30k words.
Locking this thread as I've created another thread explaining this in further detail.
Mengas on 01/13/2015, 08:57 AM - view
I have a question , so that we could get content faster and get closer to KTERA cant you guys get these localization files or w/e months before and work on it to speed up?

Example : KTERA will soon get VM5 patch , we still wont have Phantom Tower and Arcane enginner , cant EME ask for the build of both Tower and Enginner and start to work on it getting like 2 months just to translate and 1 month to BHS send it back localized? This would speed us up , yeah we would have less time to enjoy this content , but getting near what KTERA has seens more important for many.

Next month or march when you release phase 2 and 3 try to grab a bit more work from BHS to put your market close to then , try to ask then if its possible and explain that your market want to be closer to then like 2-3 months behind only would be cool , not or current 6-8 months behind.

This seems to imply that the translations and localizations sit dormant before we ask for them, or they wait until we ask. That is not the case. We get them when they are done. It's also worth mentioning that some updates contain much more to localize -- sometimes double or triple the size of others. This all equates to time on every piece of the process.

I'll also add that my original post of the process is already simplified. It's much more complicated and there is more back and forth than just those communications outlined. So, for those trying to simplify it further, that's actually not possible but I understand the sentiment. We'll always look for effeciencies in the process.
Edited by: Solomon 2 minutes ago
Starting a new thread to cover this topic specifically. For the original announcement please view the previous thread.

Launch Date Clarification
We don't have specifics yet, but at Minea mentioned in the previous thread we expect a more detailed date later this week or next. I can say we are shooting for much sooner than end of March. That's an end date. We hope to hit February, but it's just a bit early in the process. We'll know more here in the next week or so.

Sitting on Content
For clarification purposes, we are not sitting on content. We don't have the next Fate of Arun build yet. As mentioned before 2 and 3 are being combined for us and we are releasing it together. We don't expect to get a build until the end of January.

What is EME Doing?
Preparation for the build begins before we receive something that is playable. In this case, at the end of December we received the localization files for the Fate of Arun 2/3 update. These include all the text, items, new skills, etc that will be in the build. We have to go through 10s of thousands of lines and localize them for NA. This process takes a couple weeks. Throw in the holiday, and we are looking at finishing that process today.

Once that is complete we send it back to BHS, and they can package that with the build and get it to us. This process takes a bit of time as well. Once we receive that build we begin the QA process. Now, this part is really subjective. It could be done quickly or take longer depending on bugs. Our goal is to make sure you get playable, quality content as quickly as possible. While this is going on, we also get fixes, and updates to the existing content which go through a similar, albeit much shorter process.

That's the gist of where we are at. We know that waiting isn't fun. We are excited about all the upcoming releases, and we'll do what we can to make sure they are out as quickly as possible.
Edited by: Solomon 1 minute ago
User Authetication Failed displays when there is a block on your account. In your particular case there were chargebacks filed which have to be resolved before the account would be reopened.

AnonymouZero on 01/11/2015, 06:45 PM - view
thx for this fix. i've heard it only works "temporarily" so when and if, i will check out the charles proxy stuff, so maybe i can do my bit to help as well

The fix is only temporary, but in a different sense that what some may think temporary might mean. When you edit your host file you are forcing your computer to specifically get your TERA updates from a specific location. If that location starts having a problem or goes away then you will encounter issues again. The problem is we don't know when that may happen. CDNs (companies we work with that deliver our games and updates to players) don't necessarily inform us when they take one server down or replace it with a new one.

We will hopefully have this corrected with our CDN in the near future (hesitate to say soon), and then I would strongly suggest removing that line from host file once we do so you don't run into the situation I described above.

I also highly suggest that you be very careful and save a copy of original host file. If you accidentally make wrong changes, or delete a line you shouldn't it could cause issues with all of your internet routing, and not just ours.
If you haven’t read the previous update, you may want to do so.

Backlog and Wait Times
The backlog of tickets has remained steady and we are still around 750. Going into the weekend, I don’t expect we’ll make much progress on it, but we will start to reduce it next week. This means wait times will remain around 3-4 days for short term, and I don’t expect us to hit a 24 hour or less response time by January 12 as previously thought. It’s tough to say when that will happen, but trends are looking positive. It’s just going a bit slower than anticipated. We are still keeping an eye on the new tickets to see if any issues come in that need immediate attention.

I expect the next update sometime late next week or early the following. We’ll keep plugging away at the backlog until they are all answered.
Edited by: Solomon 2 minutes ago
Happy New Year! It’s been about 10 days since my previous update and I’d like to get everyone up to speed on where the EME support team is at now.

How Long Should I Expect to Wait?
We’ve reduced the ticket backlog from about 1,100 to 640. The wait time is still roughly 3-4 days for a response, but that will start to fall pretty quickly as our backlog comes down. If our current trend maintains, I expect 24 hour response times or less by Tuesday, January 12.

Live Chat is Back.
For our Elite and Founder players; live chat has resumed its normal hours of operation. Live Chat is available Tuesday – Saturday between 11am – 7pm pacific.

What Else?
Thanks again for being patient with us. We won’t stop until everyone has been answered except for nap times, second breakfasts, and of course…Elins.
Edited by: Solomon 3 minutes ago
MegaMouseGW on 01/02/2015, 03:21 AM - view
Everytime you update a ticket you get an automatic reply. Everytime you update a ticket it gets stuffed back to the bottom of the pile. You have to give support some time to respond.

This is absolutely correct. You send a response and our systems let you know we received it by sending an automated reply. The current wait time for our support team is roughly 4 days at the moment. With the recent expansion and holidays our volume of tickets increased, but it is coming back down.

So, if your friend submitted a ticket we will get to it as quickly possible.
Edited by: Solomon less than a minute ago
Seems like some clarification is needed here…

We are not releasing the dress because it is bugged. It has nothing to do with how revealing the dress may be. If the dress functioned correctly we would sell it.
Seems like some clarification is needed here…

We are not releasing the dress because it is bugged. It has nothing to do with how revealing the dress may be. If the dress functioned correctly we would sell it.
Ginjitsu on 12/22/2014, 04:45 PM - view
What about New Years Eve?

Support will be here on New Years eve and day. Disclaimer: We take no responsibility for incoherant responses.
I'd like to add that Chat will be open Tuesday 12/23/2014, so if you need to chat with us do so then before it comes down on Wednesday 12/24/2014. We are also aware of a bug that is preventing Elite users from chatting. We hope to have that corrected tomorrow morning before chat comes up. If you have Founders status you are not impacted.
Edited by: Solomon 1 minute ago
In an effort to provide as much transparency as possible; it’s time for an update on the current state of En Masse Customer Support.

How Long Should I Expect to Wait?
Our ticket backlog is at roughly 1,050 tickets or an average response time of about 4 days -- give or take a few hours. Our team is working feverishly to get the ticket queue down as quickly as possible, but with the holidays our expectation is that this may take a week or two to get back to normal response times of under 24 hours. That being said, we are not happy with this response time, and we will not rest until all of our tickets are responded to accurately and appropriately.

Live Chat is Coming Down 12/24/2014[color]
Live chat will be down between 12/24/2014 – 1/1/2015. Service will be restored on Friday, January 2 at 11am Pacific. We are taking live chat down because it will allow the team to focus on all of the tickets and help every customer get a response more quickly. We’ve only had to do this for an extended period of time once before, and it helped tremendously. While we don’t like taking live chat down we feel that it is necessary to address our current backlog before it gets higher, and response times grow to longer than a week.

[color=deepskyblue]Closed for Christmas!
En Masse is closed on Christmas day, so there’s a good chance no replies to tickets will be sent on that day.

Sending Multiple Tickets
If you’ve submitted a ticket and have not received a response yet please be patient. There’s no need to submit a duplicate ticket as that will only increase the backlog. You can always update your ticket through http://support.enmasse.com/tera/tickets/status. We will see those updates when we open your original ticket.

What Else?
We plan to have some of the support staff keep an eye on new tickets that are coming into the queue so we can identify new issues that need to be addressed immediately. With the exception of Christmas our support staff will be on shift 24/7.

As always, we appreciate your patience.

TL;DR: Lots of tickets, we are working on them as quickly as possible, live chat coming down for a week, closed on Christmas, and Elins
Edited by: Solomon 1 minute ago
We are hoping to address this with tomorrow's patch. There will be a cool down implemented to prevent spamming, as well as some backend changes to prevent looping.
Error code 202 is a PayPal error. Looking at their error logs it indicates that there was a problem on the paypal side and to contact paypal for assistance. We outline several of the error codes here: http://support.enmasse.com/tera/i-received-an-error-when-purchasing-emp

If your submit button is greyed out, you can try refreshing the page to get it to load properly. This happens on occasion.

Edit: I'll add that you may want to try again. It could very well have been a temporary error on the paypal side or the communication between paypal and En Masse. Attempting a second time won't hurt before you reach out to them.
Edited by: Solomon 9 days ago - Reason: added clarification
User Authentication Failed displays for the following reasons
1) You're attempting to access the game from a blocked region.
2) Your account has been banned for violating our terms of service.
3) You are attempting to log into an excessive number of different accounts in a short amount of time.

These are outlined in this FAQ: http://support.enmasse.com/tera/user-authentication-failure

If you're not sure which bucket you fall into you can always reach out to our support team through http://support.enmasse.com/tera
Fatwa on 11/22/2014, 02:12 PM - view
Is this a new phase of the overall custom Forum solution, or is this a custom-tailored prefabricated system?

//I still lurk
///Still very busy

This is an entirely new system that we are working on.
MechyKawaii on 11/22/2014, 06:15 PM - view
I have a question, does the "views" go back to 0, or does the post will be deleted?, due I am working in something pretty extended in the RolePlay section (it already reached 4k of views... so it is important for me) I wanna know if they will get deleted or anything >.

This forum and all the posts will be archived, and in a view only state. My best guess is that this forum and it's content will eventually go away. I don't have a specific timeframe on when exactly that will happen.

We do recognize that several people have created content, guides, and posts that are very important to them. My best advice would be to have a copy of that so it can be re-created on the new experience.
wingedhalo on 11/24/2014, 04:07 AM - view
Uh how many of these packs can you buy? and if more than one, can you use the lvl 58 scroll thing multiple times per account?

You can purchase as many as you'd like and you can use the level 58 scroll on as many characters as you would like as long as they are under level 58.
Edited by: Solomon 16 days ago
Discolips on 11/24/2014, 10:19 AM - view
So will we be able to trade these scrolls?

NikoJimz on 11/21/2014, 07:33 AM - view

Will this include Hitbox.tv, as well?

Other than that, can't wait.

Not at the moment. The media section will be integrated with Youtube, and Twitch at first. There's a chance we could add Hitbox later if it makes sense and their platform supports integration.
Sofas on 11/19/2014, 02:22 PM - view
Are we ever gonna have our own profile picture soon instead of the preset one?

We are going to stick with the same profile picture choices. It could change in the future but there are currently no plans to do so.
xDeathx on 11/19/2014, 02:22 PM - view
"New Forums: The current forums will be archived. Up/Down vote system is going away."


Rip -2 "2013 - 2014"

You'll be able to "like" a post, but not downvote. So, you could be part of the zero like club but people may just "like" you to spite that. Sorry we couldn't be more accommodating to our hostile club.
Istede on 11/20/2014, 12:06 PM - view
It sounds like yall are still working on the player guides feature, but I did have a few, okay a bunch, of questions about them.

Is there like a template that people will use? Will we be able to embed graphics or videos? Webms?

Also will you be able to just make and post guides at will or will there be some sort of evaluation of them before they go up? Will people be able to "like" them or will they be curated in some way so that better guides are more visible for new players or players trying to improve?

Will they be rated in some way? For example "advanced" guides for expeirenced players, "introductory" ones for new players, etc.

Great questions...

No template that you must choose, but guides will have similar look and feel as you won't be able to adjust any of the background HTML styling. There will be a wysiwig editor that allows you to input images, videos, and do standard styling (bold, italics, lists, links, etc.).

There could be some sort of submission process at the beginning but we are still ironing that out. Guides will have likes, and other people can comment on them. There will be some sort of tagging system so you could add "introductory", "advanced", etc which would help with searches. We will also be able to highlight specific guides so they are visible on the front page of the guides page.

Edit / Clarification: Guides will have two primary sorting options: Popular and Recent. In addition, we'll have a section for highlighted guides.

Hope this answered everything!
Edited by: Solomon 19 days ago
I left out one of the cooler features...

These features will be part of a new community page which is tablet and mobile friendly.
Hakaze on 11/19/2014, 10:44 AM - view
yes! let's create new forums instead of upgrading our current below mediocre dungeon servers

Game companies are made up of many different teams with different skill sets. Not everyone who works at a game company is a game developer or server architect. This means companies can focus efforts on multiple tasks. The folks that work on our servers are not working on this paritcular project, and it has no impact on their priorities.
Edited by: Solomon 21 days ago - Reason: added clarity
Vladshae on 11/19/2014, 12:23 PM - view
About 'Guilds Section', will this feature be something compared to some guild forums (guildlaunch, enjin, and some others) but likely a basic version? Will they be moderated by the Community Manager or guild owners could moderated their private forum?

Yes, to a certain extent. You don't need to do anything except login and we'll verify that your character is in the guild and then you have access. There will be no need to create a separate account. Moderation will be handled by the guild, unless it is something that we need to step in on such as items that violate our TOS, harrassment issues, etc.
Edited by: Solomon 21 days ago
We have been working on some new community features and are looking to launch these sometime in the next couple months. Right now it looks like January, but we'll keep you up to speed on any date changes. This will be done in two phases and include the following changes / features.

Phase 1 Community Features

New Forums: The current forums will be archived. Up/Down vote system is going away.

Community Calendar: This will give us one location where we can add upcoming events and releases to.

Newsfeed: Consolidated view of our Twitter, Facebook, and YouTube content.

Player Created Guides: We will have a place where you can create guides for the player base. Access to this feature may be limited on launch.

Member Chat: Replaces the private messaging system on our forums. Now you can add / approve players of the community and chat directly with them. Messages sent while the user is offline will be delivered the next time they sign in.

Media Section: Not only will there be screenshots, artwork, and videos, but we will also be able to sync with Twitch as well as highlight members of the community who stream, and create content / videos.

Notifications: We’ll notify you when someone replies to your forum post, or comments on a guide you created. You will be able to toggle this feature on or off.

Follow: Like a particular user’s content? Follow them and get immediate access to their public posts.

Dev Tracker We're working on this, but there should be an easy way to track what En Masse employee's post. This feature will let you do just that.

Phase 2 Community Features

Guilds Section: This will be an online portal for your guild and guild members. You’ll have access to your own:
- Private Guild Forums
- Private Guild Member Chat
- Private Guild Calendar: where you can schedule upcoming events, raids, etc.
- Guild Roster

It's still a bit early on in this process so we'll do our best to answer any quesitons you may have.
Edited by: Solomon 16 days ago
Zoknahal on 11/18/2014, 04:13 PM - view
This are great news. By improving the current forums, the communication with the community will be better and more agile.

I in particular, look forward for the removal of the Up/Down vote system, but i think most of us were already looking forward to it. The Follow function that you mention is a much better system than the up/down vote system, and i look forward to it.

One interesting thing will be the member chat. How will it work? can we speak with people from other servers?

Overall, i think these are changes for good, glad to see its coming!

Member chat works like other web based chat programs. You send a friend request through the new community site when that launches. The other person accepts it and then you can chat with them. Its available to players with an En Masse account.
Lykos27 on 11/10/2014, 01:36 PM - view
Wow....after multiple tries it finally went through.

Looks like this might have been on our end. This error would only show up if we forgot to assign a "queue" to a drop down option. I went through our options and found one such incident of this which I corrected. Sorry about that.

Truths shall be revealed soon enough!

Edit: But please...continue to speculate; it's a fun read.
Edited by: Solomon about 1 month ago
AV is back up ...apologies for the unplanned outage.
AV is back up. Locking this thread as there is one that exists: http://tera-forums.enmasse.com/forums/general-discussion/topics/AV-is-down-
virginsoft is pretty good but he's no tonka....

and now the circle is complete!
kizare on 10/07/2014, 09:11 AM - view
In my enmasse account overview under Games I got Tera and Tera2

This means you have more than one game account associated to that email address. You used to be able to add more than one game account to an email address. The default names were Tera 1, 2, etc. as you added more. This stopped around when we went free to play, and now a new email is required for each additional account.
Edited by: Solomon 2 months ago
Your ticket has been responded to. Looks like we were able to locate it. It should be back in your parcel.
kizare on 10/07/2014, 10:01 AM - view
I send a ticket to ask what to do, just to have 1 single account instead of 2. ty 4 info

If you have a second and don't want it; we can delete it. If there are characters on both accounts that you want to continue playing then you would need to keep both open.
/raises pitchfork

Me too
Elin85 on 10/01/2014, 12:55 PM - view
Right-click on the player, in the drop-down menu, select "Report Player". Nothing else you can do, up to the GM after that.

You can also submit a ticket to us with a screenshot.
Adeyn on 09/23/2014, 07:24 AM
I think it's a name of the Tournament, that is about to happen in November

Canyon Clash is a PVP tournament that we stream and give out prizes for every year. This will be our third Canyon Clash. The teams play against each other in Fraywind Canyon.
Edited by: Solomon 3 months ago
The boxes will stop tomorrow when we shut down for maintenance. The stores will remain open until September 23.
I wanted to take a moment to discuss some changes that we have made to the number of alt accounts you can access per day. Each time we run a login event we see a minority of the player population create a significant number of alt accounts in order to obtain more prizes. This impacts our giveaways by inappropriately skewing data which makes balancing the event for the majority difficult. Due to this, we've restricted the number of accounts that your can access to 10. This number may change (lower) in the future and if it does we will make sure to update everyone.

Edited by: Solomon 3 months ago
DoNotBend on 08/27/2014, 10:33 AM - view
I get the reasoning for limiting the alt accounts, but then again people can jus change IP/Proxys if they really wanted to carry on making accounts no?...

Why not jus not have a log in gift?.. or limit it to certain levels so lower levels cant get it.. granted thats unfair for new players.. but level 60s should have an advantage of getting to 60 any way no?... this would be better then putting a limit on it no?

only saying this as i have 6 accounts with level 60s on for a reason then another 4-5 accounts with gathering pet on for a reason... this may be seen as unfair but i put the effort into it which anyone can do..

I would also like to know what happens if i try to log in a 11th account? does it get suspended/banned or jus says i cant log it in today?

If you try to log into an 11th you will receive a "User Authentication Failed" error message. You will still be able to log into your main.
counterpoint on 08/27/2014, 12:51 PM - view
It's a problem with the Happy Cloud installer, but the Direct Install method should work. Hopefully it'll be fixed soon.

This is correct, and we are also working with Happy Cloud to make sure that Singapore, Malaysia, and The Philippines are accepted if Happy Cloud is blocking them.
Edited by: Solomon 3 months ago
Grimoir on 08/25/2014, 02:38 AM - view
Wao! Idk which gods u p..ed off but... Try sacrificing an Elin ._.

This is the only solution.
Let’s Recap
Over the last few weeks we have experienced several crashes on our game servers. I’ve said this before but it’s worth repeating; our live service is the number one priority for En Masse. Everything else is second. Constant crashes of the live service is not acceptable to anyone at En Masse.

What caused this?
We know that there was a game specific issue which was causing one of the crashes. There were also some instances of human error on our side that caused a couple of the crashes as well. This piece, while preventable, illustrates that mistakes happen. To say it won’t happen again would be a lie, but we’ll do what we can to prevent it.

There’s also something going on called the “512k Issue” which you can google, but has an impact on the internet as a whole. Lastly, there are some issues with our specific network infrastructure that we are working on to get addressed even as I type this.

One of these is bad enough. All four happening with a short amount of time, and now you know why we’ve been crashing.

What are we doing to solve this?
The game issue mentioned above was found and we were able to patch that yesterday. We’ve updated some internal processes to reduce the human error factor. We’ve been going through our network infrastructure and looking at areas where redundancy can be improved upon. This process takes time. There’s not a quick fix here, but we feel that we can make improvements during our normal Tuesday maintenances and the occasional Thursday maintenance. If outages happen, we’ll do what whatever we can to make sure they are brief and that we work towards a long term solution that addresses the root cause.

Moving Forward
If you search through my post history you’ll see that I addressed some server stability issues six months ago. The message I stated then still rings true today. “The only way that we can satisfy everyone here is to go an acceptable period of time without any issues. It’s unrealistic to never have server issues as there are simply too many moving pieces, but consistency should be the norm.” We are going to work towards making this happen again, and we appreciate the patience you have shown through this.
Edited by: Solomon 4 months ago
Your character should be in Velika now.
Your lancer will return but it looks like its going to be at next server restart. GM Araya will follow up with you in game about the details. Sorry this happened.
Araya on 08/14/2014, 07:26 AM - view
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.

Setting Araya's message to the second post on the thread.
We are working on it.
Official thread here: http://tera-forums.enmasse.com/forums/general-discussion/topics/TR-Down--116215

We are working on it.
FoxyAman on 08/05/2014, 03:11 PM - view
Coool, now I can put a proper fire in Iron Irder hall to replace the troll fire -___-

This is sad and funny!
MathiasQuinn on 08/05/2014, 03:12 PM - view
Why is it only tempest reach that crashes? So annoying

Wish I had a specific answer to give you. We are definitely looking into why TR has gone down a few times recently.
BigFatJerkMoogles on 08/05/2014, 03:16 PM - view
I demand a rename to Tempest Out of Reach.

Ba Dum Tsh
TR is back online.
Edited by: Solomon 4 months ago
We are working on it. TR should be back up in a few minutes.
Updates here: http://tera-forums.enmasse.com/forums/general-discussion/topics/TR-down-again-115934

Notices aren't sent when the servers go down unexpectedly. We send notices when maintences or planned outages happen.
OP, I looked into your ticket and it seems there was an issue that occurred during processing and the communication between our billing provider, your payment solution, and us (not your fault). Other elites are processing normally so we will dig into exactly what took place for yours. Your elite subscription should be good to go now. All you need to do is log out of the launcher and log back in. I'm going to close your ticket on the elite issue. Your other ticket will be handled in time. With the recent update we are still dealing with a bit of a backlog of tickets (roughly 950), and your's is somewhere in there. We'll get to it as quickly as possible.
We are on it. Should be back up in a few minutes.
Edited by: Minea 6 months ago - Reason: TR is back online.
JeFFenix on 05/30/2014, 06:10 AM - view
Yesterday we did one WHHM res gear sell.
We said: "WH Chest for 5k if drop or no"

it didn't drop and the player reported us for scam.
My guild Leader banned lol.

GM check only Trade Log but don't check chat log.

We can always look into the situation if your guild lead submits a ticket to support. We looked at your characters on your JeFFenix account. We then looked at the guild leaders for which your characters are associated to, and none of the guild leaders are banned. I'm going to go ahead and lock this thread as the next steps have been provided.
Xalaxias on 05/28/2014, 08:15 PM - view
I actually thought it made sense till i read it again. Good catch. Amazing how the human brain tries to complete words, fix mispelled words, and sentences to make sense.

Good catch!

This is a very neat trick that the brain does. There's a ton of fascinating things that happen when you read. There are paragraphs where only the beginning and end of words are actually associated to the the word it's supposed to be and yet you can still read them being horribly misspelled. You also may not have noticed the extra the in the previous sentence.

Thanks for the heads up about the typo though.
Edited by: Solomon 7 months ago
Pl3x on 05/29/2014, 08:40 AM - view
EME has stated you can open a ticket about this. It is case-by-case, but they just may replace the item with the new race.

I've answered this in the sticky thread at the top about transferring soulbound items: http://tera-forums.enmasse.com/forums/general-discussion/topics/Can-I-Transfer-a-Soulbound-Item-to-Another-Character-?page=1#post-1097138

We will replace items for a race change because you are not changing characters as long as the race you are changing to has an equivalent counterpart. For example: Elins have more items than other characters and some of those items don't have an equivalent counterparts on other races. For these requests, you need to submit a ticket with the character name, server name, and items you would like changed.
crlfrancis on 05/28/2014, 05:23 AM - view
Hi, What about increased amount of "false" alarms?

Our guild officer alt account was permanently banned while he was gathering on Island of Dawn while watching movie. Response from GM was "You can't watch movie for so long". What? If you have two monitors or PC/laptop and you can launch TERA on second monitor/laptop and just press F time to time while watching move count as illegal? Also there was not a single person who sent whisper/trade/party invite.
Also from guild news i heard info about two cases when people who went afk near node and got suspended for three days with "botting" reason. (can't confirm it by myself).

I addressed watching TV and playing TERA while using a macro or gathering in this thread. If we come up to you while you are AFK and running a macro you are considered a bot. The simple solution is to stop the macro if you are going to be away from your computer or take your eyes off the screen for a bit.

In addition, we don't just take other peoples word that someone is botting unless there is very clear evidence in the logs clearly indicate someone is botting. We will use the reports to investigate someone. When someone is botting we go up to them on our GM characters and watch them for a bit, go visible in front of them, and try and chat with them (a real conversation; not one that can be responded to by scripts). We may move their location and observe them a bit more.

We also have other solutions that help us identify people and ban them. IP banning is only one piece of the tools we could use to prevent continued botting.

We are also fully aware that if you report someone, and then see them a week later doing the same thing that the perception is we aren't doing anything. This couldn't be further from the truth. Perhaps you reported that person and they didn't respond to you but when we showed up they responded to us, or perhaps we just haven't got to that person because we are dealing with cases that came in before your report. We ban people for botting every day, and have since day one.

We can always improve, and for us to say there will never be bots would be a lie. Its constant back and forth. Some people will always risk it.
Locking this thread. There is another one here where I have responded. http://tera-forums.enmasse.com/forums/general-discussion/topics/Requesting-Harsher-Punishments-for-Botters

Edited by: Solomon 7 months ago
There is no bug. While the game is roughly 30-35gb you actually are required to have double the space in order to download, and install. After that process it goes down to the 30-35gb.

A possible solution is to download to an external drive if you have one, and then transfer the file once complete.
Edited by: Solomon 7 months ago
kirsch on 05/28/2014, 08:36 AM - view
taking your eyes off the screen = AFK?
spamming F = using a macro?

I know what you are saying but you really could be more clear, and you are making it sound like you are spending a lot of time dealing with people who aren't actually "botting" at all.

Our decisions are not made over seconds; they are made over minutes (unless the logs clearly indicate it). The solution is to stop the macro if you are only going to be AFK for a few seconds. Those few seconds will not have an impact on how quickly you gather. If you decide to go make lunch, use the restroom, or finish the last 5 minutes of a show while macro'ing then there is a chance you could be labeled a bot.

Sitting in the middle of Pathfinder nodes, not doing anything, and being AFK does not equal a bot. Gathering while AFK = bot.
It can sometimes depend on the issue. In your case we have received your last update, and it could be roughly another day (probably less) before you receive the resolution from the GM you are working with.
crlfrancis on 05/28/2014, 08:54 AM - view
Thanks for response.
No any macro/other stuff used. Laptop in 30cm left to keyboard. Manual pressing button F while looking on monitor next to me. If I'm not near PC char do nothing.

Can you give any advices for people who got suspended by false positive?

To slow down the progress. (or buy Cure for $)

You can always contact support if you feel any action we have taken on your account was done so in error. If we determine that we did make a mistake then we will reverse the action. I will add though, that there is "done in error" and there is "I was only AFK for 5 minutes when you came by". I'm not saying you are the latter of these situations, but we also receive these contacts daily.
kirsch on 05/28/2014, 09:38 AM - view
I am not saying they should give a free pass to anyone, I am not saying people should be allowed to gather while watching a movie and paying no attention to the game. I am saying that the Senior Director of Customer Service should not come onto the forum and use terms like "AFK" and "macro" in direct response to a post that has nothing to do with either of those things. It doesn't have anything to do with what he sees on his end.

Maybe I am splitting hairs, but when he is bragging about how many people they ban every day I think it is an issue worth splitting hairs over.

Perhaps there is a need for some clarification. If you feel that I was bragging; that was not my intent. When the purpose of the thread is to discuss harsher punishments for botters; it's important for me to explain what actually takes place to alleviate confusion. As far as semantics go between AFK and Macro I can say that there is nothing wrong with being AFK in TERA. The difference is if you are AFK and performing actions such as gathering then you could be considered a bot. This is why I encourage that if you are not going to pay attention to TERA for a given amount of time the best solution is to stop doing the action (in this case gathering). It eliminates a scenario of being considered a bot. If you choose not to, then the we have to make a choice based on the actions that we observe.
Edited by: Solomon 7 months ago
BelleandScarlet on 05/28/2014, 05:03 AM
Had I seen this post, I would have simply waited longer for a response on my ticket. I do apologize for updating my response twice (I explained the situation a lot better with the second response though).

This is a question for the GM/mod/admin here. How long does it usually take for a "no longer able to access account email" issues here to be remedied? Just curious and nothing else. I would like to extend my thanks to the hard working staff trying to solve the issue.

I will now wait patiently.

It's typically an quick enough issue to resolve once we get to the ticket. No worries on updating your ticket. We calculate response time from your initial ticket time, and not the last time it was updated unless we have responded to your initial ticket, and then you replied afterwards.
Edited by: Solomon 7 months ago
Actions for an account are reviewed on a case by case basis. The reality is we permanently ban more botters daily than those that receive less of a punishment. We can always do more. I would continue to encourage you to report or submit a ticket to support. While we may not catch them immediately we will eventually.
Edited by: Solomon 7 months ago
Live chat is up. I just tested and got through without issue in chrome. You do have to enable pop ups for chat to work though.
You can have multiple accounts. You can play them both at the same time as long as you are not using a script/macro to control them.

You should be good to go now. Locking this thread.
FYI for those visiting the thread repeatedly: I'm changing the first post with the most current backlog and response times to keep everyone up to speed.
Edited by: Solomon 7 months ago
teraficterable on 05/18/2014, 07:07 PM - view
ok.... well... i can understand that.... but what about on going tickets?
one of the reb. was having back and force talk for couple of times and stop responding.....
what's that about??......

I would first look at your "My Tickets" and make sure you haven't received an update from the GM. If the last update on the ticket was from you and not a GM then that means the ticket is in our queue, we haven't forgot about it, but it is taking time with the backlog of tickets. Sometimes your issue could take much longer to process, or requires the GM to get answers from another department before being able to give you a definitive answer.
FuryUnknown on 05/19/2014, 02:15 AM - view
Is there a maximum response time where we might want to worry?

I'm guessing 72 hours is an average so would making a second petition after one week be reasonable?

I've had a petition glitch out in the past and not get through, in turn making me send in a duplicate pointing to the petition in question, so that's why I ask.

No, there is no maximum response time. As long as you were the last one to reply to your ticket then your ticket is in our queue and waiting for a response from a GM. If you initially submitted a ticket and haven't seen a reply yet this is because the backlog of tickets (as of 7:00am today) is around 1000, and roughly 72 wait time. Hang in there, and we will get to it.
It's still PDT.
Did you previously make any edits to your hosts file for TERA? If so, you will need to remove them as the IP we gave out previously is no longer accessible. Here are steps for doing so.

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.
Edited by: Solomon 7 months ago
Veristhiel on 05/19/2014, 07:55 AM - view
This is funny because when I have a problem I send in every single detail, like exact time, date, what exactly happened. etc and the first response I get on the ticket is "please tell us when this happened".... XD

-Does the ticket type (purchase, item problems, player reports, etc) have any preference order, or do they just get done in the order they are submitted?

If you are sending the correct details on the ticket and then you get a blanket response such as "Tell us when this happened", please PM me the ticket numbers. I'll make sure that is corrected. One of the things we stress here is not how fast we get tickets in and out of the queue but how accurate we are with our replies. Mistakes happen, but it should not be the norm.

Ticket type can sometimes take precedent but generally speaking we handle them in the order that they were received. For example: if there is a major issue impacting the game we will focus some of the GMs to handle those directly, and the rest will focus on the normal ticket flow.
Edited by: Solomon 7 months ago
We are getting a quite a few questions asking if we will transfer soulbound items between two characters. This is expected with so many new Reapers, and with this influx I wanted to clarify our answer to this question.

We do not transfer soulbound items between two characters. Each character is required to obtain the items. This includes costumes, skins, mounts, or other character soulbound items. This is also the case if you delete a character with those items soulbound to it. The items will remain soulbound to that deleted character. We can restore the character, but not transfer the items.

This is outlined in our FAQs. Feel free to discuss it here, but if you've recently contacted support requesting a transfer of character bound items you should expect this response from the support team.
Edited by: Solomon 7 months ago
Somniare on 05/19/2014, 01:39 PM - view
So they should change the costumes from soulbound to unbound upon character deletion?

Solomon, thanks for making this sticky. Can you clarify on race change? Is this still the same policy or will an exception be made?

We will replace items for a race change because you are not changing characters as long as the race you are changing to has an equivalent counterpart. For example: Elins have more items than other characters and some of those items don't have an equivalent counterparts on other races. For these requests, you need to submit a ticket with the character name, server name, and items you would like changed.
For now....

We have a sticky thread discussing this very topic here. http://tera-forums.enmasse.com/forums/general-discussion/topics/Transition-of-Remodeling-System-in-TERA

Locking this one.
MegaMouseGW on 05/16/2014, 11:13 AM - view
Solomon is a nice guy. He has helped me in the past.

Aww thanks! In regards to the thread, it doesn't look like any NF PVE items were sent or received. I believe this is a mistake. Locking the thread.
Date: 5/30/2014
Time: 1pm Pacific
Backlog of Tickets: 330
Estimated Response Time for Submit a Ticket: 40-50 hours. If you are an elite or a founders member; the live chat wait times are non-existent during our chat hours of operation between noon and 8pm pacific (Tuesday - Saturday).

As a reminder make sure you provide as much detail in your tickets so that we don't have to respond with "we need more information." You can always update your tickets you've submitted by going to the support page and click on "My Tickets." You also do not need to submit multiple tickets as that will only add to the queue.
Edited by: Solomon 6 months ago
Did you edit your hosts file a while back to connect to TERA? If so you need to remove that line item. Here are those steps.

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.
Orthidax222 on 05/15/2014, 07:21 AM - view
Here is an idea I had that might help make the launcher better. Instead of doing a check-sum on the entire download why not do individual check-sums/sha1-hashing of each file, or at least break the download into 512/256mb chunks and have the launcher repair those broken/missing files one by one instead of forcing people to re-download the entire game. From a user interaction point of view this would be far greater than the current launcher.

To clarify, when you repair you aren't downloading the entire game again. The repair runs a check on all files when it finds one that is bad. Because TERA is roughly 30gigs it takes some time, but not nearly as long as having to download the game from scratch. I'm not saying this is ideal, but just want to clarify what the repair actually does.
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