TERA Online dev tracker
Denommenator (Senior Producer)
Rijeka on 01/14/2016, 07:33 PM - view
MURICA!



But no seriously. I read all this and I'm sorry if I sound like an a hole here but I all I got was "I'm Sorry" (Lol just writing this so you can f off) and picking a scapegoat to point a finger at. But I appreciate you taking your time to communicate with us.


This is exactly how we didn't want to come off with the response. We want to foster an ongoing communication, not "here's a quick response/I'm sorry now get out of our face".
TERA Community,

Wow, what a day! We really screwed up with yesterday’s producer letter. While we anticipated a negative reaction around Forsaken Isle (Hard Mode)’s release date, the backlash we’ve seen on the forums last night and today has been overwhelming. The letter failed to provide any context around the reasons for the delay of this build and that was a communication failure on our part. Worse than that, it failed to approach this sensitive issue in an appropriate tone and gave the impression that we are disconnected with the current community sentiment.

Going forward, this is something we really need to improve. This includes keeping the community more directly in the loop regarding what we’re working and when content is coming. It also means being less vague and generic, as we were in yesterday’s letter. I feel if we can do this better, at the very least you can gain a better understanding of how and why things are happening.

A lot of issues were raised in the fallout of yesterday’s letter, and while we’re going to strive to do better overall, it’s important to know that we are not going to solve all game and communication issues in one day. Instead, we are committed to improving this in a meaningful way over time. This is our goal going forward. With that said, I’d like to provide you some insight into our build publishing process and the reasons surrounding the delay of this specific dungeon and build.

Builds are structured by Bluehole and delivered to EME, at which point EME prepares the build for release. This includes localization, testing, verification of content and features, patch notes, and any promotion we prepare surrounding an update. As it pertains to the build containing FIHM, we anticipated a January release initially given our expectations around the build's contents and the release of the dungeon in other territories. Unfortunately, this is not how this build panned out.

In order to minimize the number of builds they’d need to prepare and to facilitate our internal development of the new in-game store, Bluehole delivered us a build containing the content from several different game versions (FIHM, Dreadspire 2, and the Island of Dawn max-level hunting zone). We raised concerns to Bluehole regarding this build, knowing the issues the community would have with its impact on gear progression and the delays it would cause. Unfortunately, Bluehole is currently undergoing an internal re-organization and was not able to support creation of an additional interim build. While it sucks that Bluehole’s re-org impacted our build schedule, the goal of the re-org is for teams to work more closely on their end which should ultimately benefit TERA’s overall global service.

So, that’s what happened and we should have been more forthcoming about the situation around the build, no matter how grim it was. Here’s what we’re going to do now. Given the community’s passionate response, we’re going to bring this up with Bluehole again. We have no shortage of ammunition. The community’s impassioned response illustrates why this build schedule is not a good idea. While timing is super tight and any change to the schedule is unlikely, we’re going to restart the conversation anyways. At the very least, it will help us to avoid a similar situation happening in the future. I will provide any updates in regard to this build as we receive them.

Yesterday’s producer letter also alluded to some fixes/changes we’ll be deploying over the next few weeks in response to some long-standing community issues. Our inability to address many of these issues has rightfully caused many forum-goers to lose faith that we will actually ever do anything about them and view our responses that we’re “looking into them” as empty promises. It was for this reason that I avoided the word “soon” in the letter. No more “soon”, only action. In the context of a producer letter though, and given the current community sentiment, I now realize that glossing over our plans to address these issues was a mistake. With that said, here are the immediate issues we’re hoping to tackle in the next few 2-3 weeks:

- Fashion Coupon and Federation Bill Store updates (targeting release on January 19)
- Channel increase in Northern Arun (a temporary solution for farming the “That Aint’ Right” quest, but ultimately a band-aid on a larger issue surrounding drops) (to be deployed on January 19)
- Etching materials drop rates (tentatively targeting January 26)
- We also received a hotfix in-house today that fixes a number of minor bugs that we are targeting for deploy on January 19 or 26

Beyond the above issues, I hope to chisel away at several other long-standing issues in the near future, including improving dungeon drops, awakening success rates, re-instituting Battleground power hours, and so on. Really, addressing these issues and responding to player feedback is an ongoing process that the TERA team here at EME needs to get better at. We have identified this shortcoming (the community has made it very clear) and we will resolve to do better in this regard in 2016.

Again, our goal going forward is to be more communicative overall and provide you greater transparency about what’s going on behind the scenes and the efforts we’re making to advocate for and address the community’s concerns. Part of that visibility will mean you’ll hear things that you’re not happy about or may not agree with, but hopefully you’ll at least know the reasoning behind it. It’s this reasoning that we failed to communicate yesterday. Improving our relationship with the community will take time. But through frequent and open communication, I feel we can get there. These are just words though, our resulting actions will be more important.

Thanks,
-- Matthew “Denommenator” Denomme
Senior Producer, En Masse Entertainment
Locking this thread now and re-directing to the post containing my response:

http://tera-forums.enmasse.com/forums/news-announcements/topics/2016-Producer-Letter-FollowUp
TERA Community,

Wow, what a day! We really screwed up with yesterday’s producer letter. While we anticipated a negative reaction around Forsaken Isle (Hard Mode)’s release date, the backlash we’ve seen on the forums last night and today has been overwhelming. The letter failed to provide any context around the reasons for the delay of this build and that was a communication failure on our part. Worse than that, it failed to approach this sensitive issue in an appropriate tone and gave the impression that we are disconnected with the current community sentiment.

Going forward, this is something we really need to improve. This includes keeping the community more directly in the loop regarding what we’re working and when content is coming. It also means being less vague and generic, as we were in yesterday’s letter. I feel if we can do this better, at the very least you can gain a better understanding of how and why things are happening.

A lot of issues were raised in the fallout of yesterday’s letter, and while we’re going to strive to do better overall, it’s important to know that we are not going to solve all game and communication issues in one day. Instead, we are committed to improving this in a meaningful way over time. This is our goal going forward. With that said, I’d like to provide you some insight into our build publishing process and the reasons surrounding the delay of this specific dungeon and build.

Builds are structured by Bluehole and delivered to EME, at which point EME prepares the build for release. This includes localization, testing, verification of content and features, patch notes, and any promotion we prepare surrounding an update. As it pertains to the build containing FIHM, we anticipated a January release initially given our expectations around the build's contents and the release of the dungeon in other territories. Unfortunately, this is not how this build panned out.

In order to minimize the number of builds they’d need to prepare and to facilitate our internal development of the new in-game store, Bluehole delivered us a build containing the content from several different game versions (FIHM, Dreadspire 2, and the Island of Dawn max-level hunting zone). We raised concerns to Bluehole regarding this build, knowing the issues the community would have with its impact on gear progression and the delays it would cause. Unfortunately, Bluehole is currently undergoing an internal re-organization and was not able to support creation of an additional interim build. While it sucks that Bluehole’s re-org impacted our build schedule, the goal of the re-org is for teams to work more closely on their end which should ultimately benefit TERA’s overall global service.

So, that’s what happened and we should have been more forthcoming about the situation around the build, no matter how grim it was. Here’s what we’re going to do now. Given the community’s passionate response, we’re going to bring this up with Bluehole again. We have no shortage of ammunition. The community’s impassioned response illustrates why this build schedule is not a good idea. While timing is super tight and any change to the schedule is unlikely, we’re going to restart the conversation anyways. At the very least, it will help us to avoid a similar situation happening in the future. I will provide any updates in regard to this build as we receive them.

Yesterday’s producer letter also alluded to some fixes/changes we’ll be deploying over the next few weeks in response to some long-standing community issues. Our inability to address many of these issues has rightfully caused many forum-goers to lose faith that we will actually ever do anything about them and view our responses that we’re “looking into them” as empty promises. It was for this reason that I avoided the word “soon” in the letter. No more “soon”, only action. In the context of a producer letter though, and given the current community sentiment, I now realize that glossing over our plans to address these issues was a mistake. With that said, here are the immediate issues we’re hoping to tackle in the next few 2-3 weeks:

- Fashion Coupon and Federation Bill Store updates (targeting release on January 19)
- Channel increase in Northern Arun (a temporary solution for farming the “That Aint’ Right” quest, but ultimately a band-aid on a larger issue surrounding drops) (to be deployed on January 19)
- Etching materials drop rates (tentatively targeting January 26)
- We also received a hotfix in-house today that fixes a number of minor bugs that we are targeting for deploy on January 19 or 26

Beyond the above issues, I hope to chisel away at several other long-standing issues in the near future, including improving dungeon drops, awakening success rates, re-instituting Battleground power hours, and so on. Really, addressing these issues and responding to player feedback is an ongoing process that the TERA team here at EME needs to get better at. We have identified this shortcoming (the community has made it very clear) and we will resolve to do better in this regard in 2016.

Again, our goal going forward is to be more communicative overall and provide you greater transparency about what’s going on behind the scenes and the efforts we’re making to advocate for and address the community’s concerns. Part of that visibility will mean you’ll hear things that you’re not happy about or may not agree with, but hopefully you’ll at least know the reasoning behind it. It’s this reasoning that we failed to communicate yesterday. Improving our relationship with the community will take time. But through frequent and open communication, I feel we can get there. These are just words though, our resulting actions will be more important.

Thanks,
-- Matthew “Denommenator” Denomme
Senior Producer, En Masse Entertainment
Edited by: Denommenator 2 minutes ago
I posted this in News and Announcements but I'll copy it here:

I'm still preparing an appropriate response to all this. Trust me when I say we're not taking this response lightly. I apologize for the delay but know there is a response coming.

It will be posted before I leave today, no matter how long that takes.
Vysse on 01/14/2016, 06:20 PM - view
Any idea of an ETA on that? I know you're probably busy with A LOT atm but an ETA would be nice.


We're doing an internal review but I'm going to post it before I leave today...so as long as I'm in the office. Hopefully within 1-2 hours.
I'm still preparing an appropriate response to all this. Trust me when I say we're not taking this response lightly. I apologize for the delay, however. Know there is a response coming.
Charlotte3s on 01/13/2016, 10:45 AM - view
EME buys patches from BHS once a while to keep NA TERA updated, so they will not spend more money on hiring programmers to fix bugs or change some of the contents by EME itself. No matter how much complains are on the forum, they won't spend a dime on it. Waite for BHS to fix it, is the cheapest way.

The reason why most other regions are a bit different than KTERA is that the operators buy a customed package of patches from the developer and apply it on their servers. So we may see FIHM with some class balance patches altogether as one patch, and DS2 with some other KTERA changes altogether as another patch. - We all know buy a package is cheaper than buying them one by one.

When so many players complain on a single topic, EME forward this issue to BHS and wait for half a year to let BHS provide solution. The message players want to delivery will gone through translation and multiple channels, by the time our message reaches BHS, it is already blurred and incorrect. Therefore BHS's solution does not necessarily solve our problem.

Some issues we have experienced for the past half a year, may get fixed soon. Some issues we just find out, may get fixed half a year later. A lot of the issues will never get fixed.

TERA is an old game, with the population decline, and recent attitude from EME, we might see TERA going down soon.

You can check the following post about recent complains and TERA population analysis:

http://tera-forums.enmasse.com/forums/general-discussion/topics/How-dead-is-Tera

http://tera-forums.enmasse.com/forums/general-discussion/topics/We-need-a-gold-sink

http://tera-forums.enmasse.com/forums/general-discussion/topics/Just-find-it-funny

http://tera-forums.enmasse.com/forums/general-discussion/topics/EME-back-from-break

http://tera-forums.enmasse.com/forums/general-discussion/topics/Another-MONTH-gone-by

http://tera-forums.enmasse.com/forums/general-discussion/topics/Why-cant-tera-hold-new-players

http://tera-forums.enmasse.com/forums/general-discussion/topics/Awakening-Enchant-is-just-plain-stupid


Jumping here to set the record straight as there has been a lot of misinformation floating around regarding EME, Bluehole, and our relationship.

In fact, Bluehole supplies builds (based on their recent development) to TERA publishers worldwide. These publishers (including EME) then prepare the build for release in their region; applying region-specific configurations. There is a limit to what we can and cannot change, which is a much larger topic.

Some (not all) of the issues referenced in the forum threads you linked to are complex problems that touch many aspects of the game. While we are looking into these complaints, enacting changes can take some time (while we determine and test appropriate solutions, as well as work with Bluehole when necessary).

Charlotte3s on 01/13/2016, 10:45 AM - view
My personal experiences - just to share:
1. When Live Chat was available, I can solve my problem within 5mins. Now I have to send a ticket and wait for 10 business days (usually more than 2 weeks). My friend sold his empowered brooch to NPC and waited for 2 weeks to get it back.


Live chat can slow our response times during periods of high ticket volume. Tickets allow us to prioritize customer support requesta according to urgency. Live chat could potentially distract our customer support agents from more urgent issues.

The example you cited of your friend requesting his brooch be returned to him is an example of courtesy request. There are more urgent types of customer support issues we would prioritize over a request such as this.

Charlotte3s on 01/13/2016, 10:45 AM - view

2. The Brawler chest Haymaker damage increase got ninja swapped (multiple players complained on forum) and I sent a ticket - response was they understand that I have spent thousands of spellbinds to roll it before the ninja swap, as they can see from the logs. However I will have to roll it again myself to get my desired rolls again. Also they will update this brawler chest class effect change very soon (He said that on my ticket a few weeks ago).


I believe this has been stated elsewhere but this was not a ninja change but instead a localization error that was corrected for accuracy. No change was made to the actual function of the gear piece.
Edited by: Denommenator less than a minute ago
Welcome to TERA! Happy to hear you're enjoying yourself.
Cloudlark on 12/08/2015, 03:07 PM - view

Hi,

This was in Cresentia and his name was Jodoc.

I'm guessing that the text may have been converted back to Korean and since my PC can't display Korean text it's showing up as rectangles.

My friend who I'm leveling with also experienced this bug.


We're aware of this one. Thanks for letting us know.
Synthur on 12/08/2015, 02:50 PM - view
Microsoft Windows [Version 10.0.10586]
(c) 2015 Microsoft Corporation. All rights reserved.

C:\Users\Christian>tracert patch.tera.enmasse-game.com

Tracing route to a709.d.akamai.net [96.6.113.11]
over a maximum of 30 hops:

1 5 ms 13 ms 15 ms 192.168.0.1
2 25 ms 28 ms 36 ms cpe-24-74-28-1.carolina.res.rr.com [24.74.28.1]
3 32 ms 38 ms 49 ms cpe-174-111-109-117.triad.res.rr.com [174.111.109.117]
4 32 ms 27 ms 58 ms cpe-024-074-251-000.carolina.res.rr.com [24.74.251.0]
5 22 ms 28 ms 38 ms ge-5-1-0.rlghncpop-rtr1.southeast.rr.com [24.93.64.26]
6 46 ms 46 ms 38 ms bu-ether25.asbnva1611w-bcr00.tbone.rr.com [107.14.19.20]
7 34 ms 38 ms 48 ms 0.ae1.pr1.dca10.tbone.rr.com [107.14.17.202]
8 50 ms 56 ms 31 ms 66.109.7.198
9 35 ms 41 ms 35 ms a96-6-113-11.deploy.akamaitechnologies.com [96.6.113.11]

Trace complete.

C:\Users\Christian>


And you're currently getting the insufficient memory error?
Counterpoint is one step ahead of me I see.
Alright, we're chasing a new lead regarding the Insufficient Memory error.

If you have the error can you please run a traceroute to patch.tera.enmasse-game.com and private message me your results?

Here are some instructions to do so:

1) In Windows, you will need to do the following:
Click Start / Windows icon.

2) Windows 7, click All Programs, Accessories, Command Prompt. Windows 8 and newer, type in cmd and press Enter.

3) In the Command Prompt window, type tracert patch.tera.enmasse-game.com and press Enter.

It's a bug that we're aware of and will be fixed in the near future but not today. We're focusing on some of the other issues that players are experiencing currently.
Kanayuu on 12/08/2015, 02:05 PM - view
It re-patched small amount, and went back to yelling at me saying "INSUFFICIENT MEMORIESSSSSSSSSSSSSSSSSSSSSS!"


Have you tried running a repair yet? Are you playing through Steam?
counterpoint on 12/08/2015, 01:56 PM - view
It seems like some people are saying that Insufficient Memory is due to a patching conflict between the two parts of the patch, and some people have found that deleting the EN.version file in the launcher folder and restarting the launcher has fixed it for them. May be worth a try...

(I don't have an affected computer to test myself, but from what I know from debugging launcher problems over the years, this might make sense.)


Came in this thread to post the same thing.

If you are experiencing the "Insufficient Memory" error, please try the following and report back if it works:

1) Close the TERA client and the game launcher.
2) Browse to your client installation directory.
3) Find the file "EN.version" and delete it.
4) Restart your game launcher and allow it to update.
5) Launch the game once updated and let us know how it goes.

Thanks!
ToytheElin on 12/05/2015, 02:15 PM - view
Colorful cat boxes not on sale? Will this be fixed?


These are on sale tomorrow. Today is loot boxes containing mounts, pets, and weapon skins only.
Today's discounts are now live in-game as well. Locking and unpinning this thread.
Cinematic Triumph will be included in tomorrow's sale.
Hey all,

Just a heads up that we've run into an issue updating the in-game store today. We're looking into the issue but in the meantime you can find the discounted items on our web store at https://store.enmasse.com.

I'll post any updates as I receive them.
Very strange that they were removed prematurely as I refreshed/updated the web store myself at 10 a.m. PST exactly.

We're having some issues updating the in-game store with today's discounts but they are available on the web.

I'll post any updates regarding the in-game store as I get them.
If you purchased EMP through the En Masse store, you should definitely receive the gift with purchase. It's strange that you did not.

I assure you our customer support team will make sure you get your items. Unfortunately, they're a bit backed up on tickets right now so it might take a bit of time. We appreciate your patience while we process your request.
WitchyGirl on 12/04/2015, 10:08 AM - view
Hi Danicia and staff, good morning.

I just noticed Dec 4th's costume reboot sale's prices are a bit higher than the original black friday sale.

For example, the original black friday price of 220 emp on the costumes, are now all 223 emp in the reboot.
Like the pirate costume, steampunk costume, etc.

Im guessing the other reboot prices for all the other costumes, are also increased by 3 emp (or higher?), than the original black friday price. It seems like it.

Is this going to be fixed or will it stay like that?
Thanks


In the interest of transparency, allow me to explain the reason for these price differences:

The original Black Friday sale featured price discounts that were calculated and configured manually. This was done to provide more appealing price points (like 295 instead of 297) in line with our regular prices (which typically end in 0 or 5). With more than 500 items on sale throughout the course of the promotion though, this approach is very time-consuming. The original sale took me hundreds of hours spread over the course of two weeks to configure and prepare.

For the “reboot” sale, we wanted to provide a timely make-good to those players that could not log in last weekend. Unfortunately, this meant some concessions had to be made.

The “reboot” sale features flat percentage discount rates as opposed to EMP discounts: 25%, 50%, 66%, and 75% specifically.

This means that some items are not priced the same as they were last weekend. While the discount rates are the same, some prices will be slightly different (by a few EMP, as you identified).

Unfortunately, there was no real way for us to execute the make-good sale in such a short timeframe without taking this approach. I hope you understand.
Hey all,

I want to give some insight into the issues surrounding the initial promotion of the Black Friday "reboot" sale--what happened, and why.

This reboot sale was put together with the sole intention of providing players that could not login last Saturday and Sunday with the opportunity to secure the discounts offered on those days. This sale was not planned and was put together very quickly as a make-good for last weekend's issues. We did it because we felt it was the right thing to do and for no other reason.

Unfortunately, the news post promoting the sale upon initial release listed the wrong product categories to be featured during the reboot sale. This was an error and was not done to intentionally deceive or mislead players and customers. Every news post we release goes through a review process. This news post was no different. I personally reviewed it before it went to the web. Unfortunately, in the process of posting of the news post, a simple copy/paste error was made. This is most likely due to the similarity between the reboot post and the original Black Friday news post. The reboot sale's FAQ suffered a similar discrepancy in its listing of consumables as being discounted as well. Internally, we are taking the above miscommunication to our customers very seriously and adjusting our processes in order to ensure this does not happen again.

I understand that some players may have purchased EMP in anticipation of the sale as initially advertised. If you purchased EMP ahead of the reboot sale and would like a refund, we will happily grant you one.

To request a refund relating to the Black Friday reboot sale, please contact our customer support team at http://support.enmasse.com/tera. From the dropdown box, please select the following so that our team can quickly sort and identify your request:

"I have an issue with a purchase of billing -> I want a refund on a purchase I made -> Incorrect Pricing"

Offer a brief explanation that you were expecting certain items to be on sale during the reboot sale and they were not, so you'd like a refund of your EMP purchase.

We apologize for the confusion caused by these messaging errors. Again, they were not intended to deceive, they were simply human mistakes. We will do our best to improve so this doesn't happen again in the future.
Youngg on 12/03/2015, 11:59 AM - view
I'm really disappointed at this. Can an EME say something about the messed up sales atm?
They aren't even as good as the sale that we missed.


Please see my post above. The sales that will return are the same as those that were available last Saturday and Sunday.
LevLionheart on 12/03/2015, 11:51 AM - view
- Thursday, December 3—Up to 75 percent off weapon skins.
- Friday, December 4—Up to 75 percent off mounts and pets.
- Saturday, December 5—Up to 75 percent off costumes and accessories.
- Sunday, December 6—Up to 50 percent off loot boxes.

VS


Thursday, December 3—Up to 75 percent off accessories.
Friday, December 4—Up to 75 percent off costumes.
Saturday, December 5—Up to 50 percent off loot boxes containing mounts, pets, and weapon skins.*
Sunday, December 6—Up to 50 percent off loot boxes containing costumes and accessories.*


So no weapons being 75% off? Need some official statement this is already starting to seem messy cause alot of people dont know it starts today it seems.


This is correct:

Thursday, December 3—Up to 75 percent off accessories.
Friday, December 4—Up to 75 percent off costumes.
Saturday, December 5—Up to 50 percent off loot boxes containing mounts, pets, and weapon skins.*
Sunday, December 6—Up to 50 percent off loot boxes containing costumes and accessories.*

The news post and forum topic as they were originally posted were incorrect. We are only bringing back the sales from Saturday and Sunday last weekend (the days during which the login/client crashing issues occurred). The news post is already updated and the OP will be shortly. Apologies for the confusion.

Retired products in the categories above will return to the store.

Finally, we had some issues deploying the sale today. We're being extra cautious given the issues from last weekend. We hope to have it up soon (probably within an hour or so).
LevLionheart on 12/03/2015, 11:45 AM - view
http://tera.enmasse.com/news/posts/black-friday-weekend-reboot

- Thursday, December 3—Up to 75 percent off weapon skins.
- Friday, December 4—Up to 75 percent off mounts and pets.
- Saturday, December 5—Up to 75 percent off costumes and accessories.
- Sunday, December 6—Up to 50 percent off loot boxes.

VS


Thursday, December 3—Up to 75 percent off accessories.
Friday, December 4—Up to 75 percent off costumes.
Saturday, December 5—Up to 50 percent off loot boxes containing mounts, pets, and weapon skins.*
Sunday, December 6—Up to 50 percent off loot boxes containing costumes and accessories.*


What is the official one?


This is correct:

Thursday, December 3—Up to 75 percent off accessories.
Friday, December 4—Up to 75 percent off costumes.
Saturday, December 5—Up to 50 percent off loot boxes containing mounts, pets, and weapon skins.*
Sunday, December 6—Up to 50 percent off loot boxes containing costumes and accessories.*

The news post and forum topic as they were originally posted were incorrect. We are only bringing back the sales from Saturday and Sunday last weekend (the days during which the login/client crashing issues occurred). The news post is already updated and the OP will be shortly. Apologies for the confusion.

Retired products in the categories above will return to the store.

Finally, we had some issues deploying the sale today. We're being extra cautious given the issues from last weekend. We hope to have it up soon (probably within an hour or so).
The product categories that were featured on Saturday (Costumes and Accessories) and Sunday (Loot Boxes) will be made available again in the near future due to the login/client crash issues we experienced on those days. Stay tuned for more details on that.

The sales from yesterday and today were the best-sellers from throughout the sale. These will not return (with the exception of any costumes, accessories, or loot boxes that were featured, which will once again return when we do the make-up sale days).
fuxxo on 12/01/2015, 11:19 AM - view
Any chance you could extend these? The road hog lootbox is being retired and was removed from sale fairly early since there's not 10x version so I never go to buy them when they were on sale.


The sales from Saturday and Sunday will return at a later date. This includes the Road Hog box.
agelia on 12/01/2015, 10:25 AM - view
Any word on when the Monday sale's going to end?


The discounts will end at 1 p.m. PST today. I extended it out as the final day deals were a few hours late yesterday.

After 1 p.m. all discounts will end and those products that are retiring will be removed from the store.

Regarding the repeat of the Saturday and Sunday sales, we'll have more details to share soon.
We're going to be restarting some servers at around 11 p.m. PST to apply some changes in an attempt to address the current issues. You'll see in-game announcements leading up to the maintenance.
Edited by: Denommenator 1 minute ago
JaxOnTerra on 11/29/2015, 09:35 PM - view
I was able to login, for the first time in 2 days, after MANY attempts.

Then I changed characters, it was ok. I changed characters one more time, D/C...

*Edit: Can't get back in again, period. Neat.


What server are you on?
[quote name='plasmacutter' at='11/29/2015, 09:08 PM']was buying the following items at 50% discount , tera store suddenly put them back to full price, it's still 9PM pst and the sale shouldn't be over until the next day's sale at 10 AM PST. What gives?

https://store.enmasse.com/tera/item/l337one/true-ultimate-elin-elite-box
https://store.enmasse.com/tera/item/spiritcel1/celestial-spirit-box
https://store.enmasse.com/tera/item/watersilk1/watered-silk-loot-box[/quote]

We're deploying some changes as well as removing discounts from the store in an attempt to resolve the login problems. I'll post an update shortly once we're done evaluating the impact.
MakeItAlive on 11/29/2015, 09:04 PM - view
Not fixed.. I recommend you don't log out o.o or change characters if you are in game.


What server are you on.

We are applying some changes, you might try closing your launcher and re-logging.
Sellsilver on 11/29/2015, 03:15 PM - view
For whatever it's worth, I was having this problem really, really bad this morning. But, I also haven't had much issue getting in game either. Not that I'm even playing.


This was fixed this morning around about 11 a.m. PST.
AmyWine on 11/29/2015, 02:54 PM - view
Denommenator, what is the forecast for the game normalize?
Only in the next update Tuesday?


Unfortunately this remains unclear. Once we'very identified the issue, I may be able to provide you a better idea of where it will be reosolved.

Keep watching the OP for updates.
Firala on 11/29/2015, 02:39 PM - view
Hey Denommenator, Could EnMasse at least shut down the TERA Store in-game temporarily to see if that resolves the login/client crash issues? If it does, then you will have identified the location of the problem and can leave the store down until the developers can pin down the exact cause and develop a patch for it. Then once the patch is ready, bring the Store back online and just extend the Sales event 1 or 2 days to compensate.
I think this would be a good temporary solution, because at this point your player base cares more about being able to log in and play, than about buying items in the store.


We tried this yesterday for about two hours and unfortunately it didn't help.
Bastonner on 11/29/2015, 02:21 PM - view
How is that possible when there has been over 24 hours downtime for most people?


We haven't been able to specifically identify the cause of the issues. If we knew the source of the issue, we could likely resolve it in short order.

As stated, we've now reached out to the game's developer to investigate further and try to track it down.
No progress to report at this time but we have engaged the game's developers regarding the issue and they're helping us to investigate further.
RockmanEXE on 11/29/2015, 12:10 PM - view
Last night in one of the threads someone said the crash occurs when client receives store packet. he also stated blocking said packets fixed the issue. ON TOP OF THAT people who can get in report crashing when they open the store.

please consider taking it down temporarily to see if it fixes the issue


We received that report and are investigating it.

We shut down the store yesterday for two hours but it did not resolve the issue, unfortunately.
Edited by: Denommenator 1 minute ago
At this time, it's unclear if the sale is contributing to the login issues players are experiencing. As a safety measure and in an effort to try and alleviate these issues, we have scaled back the sale temporarily by removing stacks of three loot boxes.
We continue to investigate the character login and client crashing issues post-maintenance.

If you are experiencing these issues. Please try the following:

1) Close the game launcher completely.
2) Re-login.
3) Run a repair via the launcher's "Tools" menu.
4) Try to launch the game.

The above has worked for some players but not all.

I'll post any updates regarding this issue in this thread as I receive them.
Seralina on 11/28/2015, 08:18 PM - view
Don't suppose you have an estimated time length as well? And thanks for trying to figure this out.


Oh yes, estimated downtime is 2 hours. I'll edit the OP.
The TERA servers will go down for maintenance at 9 a.m. PST tomorrow while we attempt to address the login issues some players have been experiencing throughout the day today.

We apologize for the inconvenience caused by these issues today and appreciate your patience while we work to resolve them.

We're aware and working to restore the game world.
Necroscope on 11/28/2015, 05:58 PM - view
My wife just loaded up her machine and as LastToRise has pointed out she didn't even touch the website or the ingame store at all (mainly because she couldn't log in) but it appears from our household end the store has nothing to do with it.

We use high powered gaming rigs to play so it's nothing from our end.

I'm concerned about the statement that it's not "easy" to extend the sale. I'll cop that on the chin but I'm not in the least appeased by this statement. What is sounds like is "it would take some manpower to accomplish but we don't see a cost benefit". That's not a great PR sales pitch.

As stated by myself the costume I wanted was the Mad Hatter outfit. However the Hat, probably the most important part comes in a loot box with many different outcomes possible. Now if I was in game I would simply keep buying the accessories box until I got the hat, because it's on "sale".

I feel a bit like I have to suck it up, however I can see a simple solution to this issue.

On Monday allow costumes and accessories to be on sale too, along with the other categories highest sellers. That means you don't have to extend the sale and you keep the faith with your customers.

It's a compromise, that I believe most players would see as fair.


I meant more the time it would take to setup. We'd have to do it at some point in the future, perhaps not this weekend.
I just had the issue occur on my home PC. A repair seemed to fix it, though it might have been a coincidence.
LilNorin on 11/28/2015, 05:38 PM - view
I just got this with this issue around 8:15PM EST after being fine the entire day. :(

someone I know tried going to tools > repair and that worked for him.
Trying that now....


Let us know how it goes. It's weird because it's only affecting some players and some are even seeing it resolved while others are not.
Stlex on 11/28/2015, 05:27 PM - view
I'm having the same issue as everybody else in this thread- PORTS: FAIL comes up when I run the Diagnostics Tool. DNS isn't an issue, so I know it's not on my side, and I've tried restarting my computer three times, restarted my router and modem, as well as disconnected literally everything else that was sharing a connection with my laptop. I've tried logging in on another computer and it's still not working, either. I've done literally everything that the Error page for my specific Error number talks about, and nothing is working. I've tried logging in over a dozen times in the past hour- was only able to log in for a few minutes this morning on one character while Day 2 sales were still active, and then I had to leave for the day, hoping to get a peeksie at the Day 3 sales when I was able to log back in... Which, at this rate, doesn't appear to be until Tuesday. T_T

Considering quite a few of the costumes aren't going to be available anymore come Tuesday, I'm SERIOUSLY hoping that this problem is either recognized as a problem and is fixed before the Day 4 sales start, OR that the sale for Day 3 is either repeated or lengthened. A vast majority of your paying playerbase can't even log in to participate in your sales today- I was able to log in and buy from Day 1 and 2, but what gives with Day 3 not being an option for a lot of us, and what REALLY gives with EnMasse staff not even acknowledging that there's a problem?! Come on, I was hoping that you as a company was better than this. Please, we only want to support you and spend some dough- hard to do when you break your game. Q uQ


Unfortunately, we cannot easily extend today's sales, though the discounts on some items will return on Monday.

If you want to get today's discounts, you can find also find them in our web store at https://store.enmasse.com. Any purchases made on the web will be delivered to your in-game Item Claim.
Our team continues to investigate the issue but unfortunately I have no progress to report at this time. We apologize for the inconvenience caused by this. I'll report back with any updates as I have them.
We're continuing to investigate.
We restarted some services. Please close the launcher and login again. Let me know how it goes.
I have informed our Operations team of this issue and they're looking into it.

Please try closing the launcher completely and re-logging, it may help. If it does, it would be great if you could report back too.
The FAQ is now updated. Apologies for the confusion around this.
MyuuMew on 11/26/2015, 01:14 PM - view
the old underwear boxes I do much like the more delicate look to those undies and id hate to see them go ;/ so imma stock up on as much as the lootboxes allow XD


There was an error in the sale FAQ upon release. Only the stack of 5 of the old inner armor will retire following the sale. The FAQ has been updated to reflect this. That said, all inner armor loot boxes will be discounted during the sale on Sunday. Apologies for the confusion!
Yes, EMP purchases through Steam qualify for the gift with purchase.
Jater on 11/26/2015, 11:29 AM - view
Hello, will I get the pink unicorn mount today if I recharge 40$ EMP or more, cuz in the store website it says during the weekend? Bu today is Thursday.


Apologies, that is a bit unclear.

You will receive the gift with EMP purchase throughout the entirety of the Black Friday sale (today through Dec. 1 at 10 a.m. PST).
Following a few technical issues launching the sale, everything should be up for day one now. Thanks for your patience!

You can find all of today's discounted items in the in-game store on the "Black Friday" tab.
Thanks for pointing this out!

The FAQ is incorrect, loot boxes will be 50 percent off on Sunday, not buy one get one free.

I'll get the FAQ fixed up.
Counterpoint above is correct. It appears you're client is not fully updated. Are you playing through Steam?

In any case, we're pushing a patch tomorrow morning as part of maintenance that should address this.
We've been discussing internally the creation of an En Masse-designed configuration to be published as a community template.

I have a Steam controller (as do a few other EME employees) and I've been toying with some ideas that include mode-shifting and the new touch menu.

I'm not sure when we'll release this but it's something I want to do sooner than later so that players can start iterating on and customizing our config to their liking.

There are some community templates out there already (some that are quite sophisticated and feature gyro and edge scrolling), so you might check those out in the meantime.
It's 3, this is a display bug. We're going to try and fix it with a hotfix tomorrow.
Patch notes will be up shortly but here is some insight regarding the two issues listed in the OP:

1) There were no planned Federation Bill store updates planned for today. This was a miscommunication, apologies for the confusion.

2) The CS queue being reverted to 2 was not intentional. This was an oversight.

In addition to the above issues, the Corsairs' achievement for the "Brace for Impact" event incorrectly displays that it requires 10 completions when it only requires 3. This is a display error only. Functionally, only three completions are required.

We are preparing a hotfix that addresses the CS queue and the achievement for deploy tomorrow morning.
Cezzare on 11/12/2015, 09:27 AM - view
Thanks for the update! I would like to add something, nevertheless: many of us are used to this extra maintenances, but many others aren't and putting up the announcement in the forums just a couple of hours before it happens doesn't really help; if these are emergency maintenance sessions I guess it's fine, you can't always predict all the problems, but if they're meant to add cosmetics and such I'd like to think they're scheduled, and as such it would be very nice to have propper announcements in Tera's social network pages and the forums at least 2 days in advance.


We usually post about maintenance the day before around 4 p.m. PST. I think you're right though, we might be able to provide a little more lead-time than that.

This specific maintenance was to perform some back-end work and was not tied to the new mounts directly. We usually try to stick to one maintenance per week (during our normal time on Tuesday) but sometimes an extra one is necessary (to deploy a fix, for example).

FleurDeCerisier on 11/12/2015, 09:24 AM - view
Almost 30 mins overdue, if it's for the cat mount I will forgive you tera :D


The mounts were scheduled to go out at 9 a.m. PST, the extended maintenance was unexpected, but I released them to the web anyways so they'd be up when the servers go live.
Maintenance is running a bit long today. We're targeting 9:30 a.m. PST to have them back up. Apologies for the delay!
The new costumes and accessories should now be in the dressing room. Apologies for the delay, ran into a technical issue adding them.
The police and nurse costumes should be up there now. I'll be adding the new "Gothic Rapture" set following their release tomorrow morning.
Starlights on 10/26/2015, 12:30 PM - view
Hello~
First off, I've been waiting for this since the start of October, and I'm really glad that Nurses/Police are on emp store! So thank you ~

But I have a doubt. I was told, this item "Pink Ribbon" http://puu.sh/kYzoT/a851a64726.jpg was part of the Halloween and it came with Nurses/Police, so I went to check emp store for it, but is nowhere. It's intentionally or just forgot to add it? >.


Since it wasn't explicitly in the police or nurse set, I missed this item. You are indeed correct though, it was sold as part of the Halloween line-up last year.

It's unfortunately too late to add this to the potion shack, but I have re-added it to the store. It will appear in the in-game store following maintenance tomorrow. Until then, you can find it on the web store here: https://store.enmasse.com/tera/item/pinkred/pink-ribbon-headband-permanent-hair-slot
kamizuma on 10/19/2015, 03:24 PM
where is the updated list of prizes?


Bottom of this post: http://tera.enmasse.com/news/posts/first-halloween-headhunt-complete
Edited by: Denommenator 2 minutes ago
Kimoii on 10/19/2015, 02:13 PM - view
Well to be fair the new kill targets are much more doable. 150k nagas will probably be completed by the end of today. Blood lords also ez since many people are leveling chars right now and they're in SM. It's good that the 50's and 60's targets are low because hardly anybody does open world in those areas especially now with XP buffs to dungeons..

Just think of it as an added bonus that you probably shouldn't expect to get but be happy if it does. Let's not start all screaming because we didn't get more "free stuff" than we wanted. Before it was pretty unrealistic to get those counts and honestly I'm not even convinced they were met.

I probably won't be buying anymore catalyst though because they've added more costume prizes to the pool without removing the others thereby reducing the chances of scoring a jackpot.

It would be cool if you guys removed the non-jackpot rewards from last week so that their prices will go back up while still keeping the jackpot chance the same. Correct me if I'm wrong pls.


The way the drops were structured, the jackpots will retain the same rates throughout the event. A certain percentage was assigned to cosmetics as a group and as more are added we're just adjusting the rates within that group, if that makes sense.
Dungeons are intended as the primary means of getting catalysts for higher level players.

This part of the event was intended to provide leveling players some additional means of acquiring catalysts.
Yeah, the lack of immediate feedback regarding the community's progress is a bummer. During the week we should be able to provide daily updates, but it's tougher to provide them on weekends.

Luckily, the community did great anyways, hitting four of the six targets: http://tera.enmasse.com/news/posts/first-halloween-headhunt-complete

High-level players did particularly well, beating the targets by a wide margin. As UdonPasta above guessed, lower-level players struggled a bit, but I probably made the goals a bit too high.

If you're curious about how we set the goals, there is a bit of science involved. We look at average daily kill counts for mobs in different level ranges then set the goals accordingly.
I checked all three accounts above and you each received replacement catalysts. Check the welcome window and please read the OP.
canikizu on 10/16/2015, 03:46 PM - view
My balance is updated. Thank you. I still see the 100 stack in my inventory though. What am I supposed to do with it? Just discard it?


You can go ahead and use it if you'd like. You'll get one extra catalyst out of it ;)
Kalisti on 10/16/2015, 03:40 PM - view
I had 29 catalysts listed on broker today before mainteance. After this I tried to remove them and all dissapeared...


Checked your account and you were also delivered catalysts.

This will be my last post in this thread for the time-being. Please read the update in the OP for the latest information.

Thanks!
[quote name='Redsparky' at='10/16/2015, 03:37 PM']Hello
I got same problem as a lot of people here.Bought catalysts from the broker and they never appeared in my inventory... Hope u can solve this by getting my catalysts or gold back.
Here is the screenshot of the transaction... Have a nice day

http://imgur.com/698qCnq[/quote]

Please check your catalyst balance in the welcome window. I checked your account and you should now have them (it looks like you're already using them so you might already know this).
sinxsader on 10/16/2015, 03:24 PM - view
Awesome thanks man! So that means whenever I make a new character I can use the costume/mount/skin on it? This'll be good for brawler as well lol


Yes, you can use the costume/mount/skin on any character.

The pack does not include a weapon skin for the brawler though, unfortunately.
UPDATE on 10/16 @ 3:33 p.m. PDT

We have now delivered catalysts to those players that purchased unusable catalysts off the broker today.

We've also delivered catalysts to those players that listed their catalysts on the broker yesterday then de-listed them today (resulting in the catalysts disappearing).

All issues surrounding catalysts should now be resolved. If you are still experiencing issues, please contact our Customer Support team at http://support.enmasse.com/tera.
Yes, the items can be used on any character and none of the items can be traded because they are bound to your account.

The Elite Status Voucher can be re-sold though.
Not sure where you heard this but there were no plans for this today. We may preview them closer to release though...
Vxi on 10/16/2015, 03:16 PM - view
My catalysts were returned and added to my welcome message. Thanks for the fix!


No problem. Thanks for confirming.
canikizu on 10/16/2015, 03:12 PM - view
I have a stack of ~100 catalysts in the inventory before maintenance. It's still there post-maintenance, I can't use it, can't bank it. It's still 100 stack, and nothing was added to my balance. I need some help to sort this out.


I just checked your account as well and you should have 106 catalysts in your potion shack balance. Please close the welcome window and re-open it to check if your balance is updated, If not, try closing the game and the launcher and re-logging to see if that updates your balance.
You will get the items, no loot boxes.
Wunzigan on 10/16/2015, 03:01 PM - view
I had 160 Catalyst, and they are gone now, after using 1. Ive sent a ticket, and I expect EME to sort it out as soon as possible. I am not too fuzzy generally, but this is really annoying. Hoping for the best though as always.


You had a stack of 160 in your inventory or bank?
AmatsuMortem on 10/16/2015, 02:39 PM - view
Ok so I received the catalysts I used when I initially logged in. However, I still had a stack of 13 that I didn't use when I realized they weren't counting. So I used them. And only 1 was added. Problem still there.


This will continue to occur for any stacks existing in player's inventories. We delivered an amount of catalysts equivalent to the stack in your inventory.

Check your catalyst balance in the welcome window, it should be updated.
UPDATE on 10/16 @ 2:41 p.m. PDT

We have re-delivered catalysts to everyone in possession of stacks prior to this morning's maintenance. You should now have the correct amount in your potion shack balance.

We have also removed all listed catalysts on the broker and delivered the sellers their asking price.

We are in the process of delivering catalysts to those players that purchased unusable catalysts off the broker today.

Finally, we're going to look into delivering catalysts to those players that listed their catalysts on the broker yesterday then de-listed them today (resulting in the catalysts disappearing). I'll reply when this is complete.
Rupapap on 10/16/2015, 02:26 PM - view
I lost a stack of 60 crystals. Could I just get gold back for them? I don't want to click them to redeem individually ; - ;


Could you give some more information? How did you lose them?
Edited by: Denommenator 2 minutes ago
Yes, the system and catalysts are currently working as intended.

We're just trying to get people that had stacks prior to maintenance the catalysts that they earned yesterday.

You can continue leveling without worry. You'll receive working catalysts to your parcel when you hit the level milestones.
PandaMou on 10/16/2015, 01:04 PM - view
What about those who bought a catalyst, not knowing they were made unusable, off the broker? Will we get our gold back that we spent?


We're going to sort this out too.
kawaiiloli on 10/16/2015, 12:58 PM - view
I haven't even claimed mine on alts, yet they weren't added at all to my balance, as shown by my screenshot in the other post, http://puu.sh/kMveu/a002a8dd73.jpg

That was taken after maintenance, without using any potions. Unless you meant one player claiming it impacted everyone, then the "However, it appears that redemption of the stack is removing the catalysts that we added to player balances by us this morning, which was not intended. " line is incorrect.


I'm looking for someone who had a stack in inventory and did not use it post-maintenance. We're trying to see if the catalysts were added to your balance before a stack was redeemed.
We are aware of three issues impacting players relating to the potion shack event and are working to resolve them:

1) Some players had stacks of unusable catalysts in their inventories/banks prior to maintenance today. Following maintenance, we delivered an amount equivalent to the player's stack count to their balance in the potion shack window.

Players are reporting that when redeeming the stack, only one is added to the potion shack balance. This is intended.

However, it appears that redemption of the stack is removing the catalysts that we added to player balances by us this morning, which was not intended.

We are working to resolve this and will make sure that the players that lost catalysts have them returned. We have a list of players that possessed stacks of catalysts prior to maintenance, so we'll figure it out, it just may take some time. We appreciate your patience while we sort this out.

2) Players That Earned Catalysts from Leveling Cannot Remove Them From Parcel

We'll send out replacement catalysts to this group once we resolve issue #1 above.

3) Catalysts Purchased Off the Broker Cannot Be Used

Following maintenance today, catalysts purchased off the broker are rendered unusable. To deal with this, En Masse is purchasing any catalysts listed at a price of 3,000 per unit. This is the quickest and easiest way to remove these broken listings from circulation.

We are proceeding with this now.

Any listings above 3,000 per unit will be removed and the seller will have their catalysts returned to them.

We apologize for the inconvenience and appreciate your patience while we sort this out. Again, if you lost catalysts today, we'll get them back to you. It may just take some time.
Catalysts were indeed delivered. We're investigating the issues that players are reporting in this thread.

Please be patient, we'll sort it out.
UPDATE (10/16 at 10:30 a.m. PDT): The fixes have been applied and we will be sending out the replacement catalysts over the next couple hours. Once complete, the catalysts will appear in your balance in the potion shack.
Lizzard on 10/15/2015, 05:16 PM - view
when will the banquet of blood return ?


There are no plans for the Banquet of Blood to be included as part of this event.

My bad, didn't mean to edit your post above.
Catalysts will no longer be sellable following maintenance.
Hey all,

Unfortunately the Halloween Potion Shack promotion launched with several issues this morning:

1) Not all dungeons were immediately dropping catalysts at release.
2) Stacked catalysts in inventory cannot be redeemed to your potion shack balance.
3) Catalysts are tradable/sellable on the trade broker. This was not intended.
4) Pricing of catalysts from the Harvest Festival NPC.

All dungeons participating in the promotion should now be dropping catalysts. This was fixed this afternoon, shortly after the event began.

Our testing today revealed, as some astute players suggested, that the issues with redeeming catalysts to your balance in the potion shack stemmed from the catalysts being stackable this time around. This also allowed them to become sellable on the trade broker.

Here is our plan to resolve these issues:

1) We will run maintenance tomorrow (Oct. 15) at 9 a.m. PDT to deploy the fix. The maintenance should run approximately 2 hours.

2) Following the maintenance, players with a stack of catalysts in their inventory will find that they convert into only one usable catalyst. For example, if you have a stack of 10 catalysts in your inventory following maintenance, they will convert into only one catalyst when used/transferred to your balance in the potion shack.

In order to address this, we will be adding catalysts to each player’s potion shack balance equivalent to the number they have stacked at the time the servers go down for maintenance. For example, if you have 10 catalysts stacked in inventory at the time the servers go down for maintenance, your catalyst balance in the potion shack will be increased by 9 following maintenance. You can then redeem your stack for one additional catalyst to restore your original count of 10.

Until maintenance tomorrow, you can take the following steps to continue using catalysts you earn in-game:

1) Use catalysts immediately upon receiving them to prevent them from stacking.

2) Players have identified that transferring your existing stacks of catalysts to your bank and then transferring them back into inventory individually will also work.

We apologize for the inconvenience caused by these issues today. In our efforts to improve the overall potion shack experience, we overlooked the full impact of our changes.

Kyra’s Halloween Potion Shack is just getting started. We took great effort to improve the event based on your prior feedback and make it more exciting and dynamic by having it change and evolve over time with new prizes and new hunts being announced weekly. Following the deploy of our fixes tomorrow, we hope you’ll get as much enjoyment out of the event as we got out of putting it together for you.

Happy (head)hunting!
We're going to have an update regarding the current issues very shortly.
Good questions!

1) Do I need to accept a quest before killing the hunts? Or do I just need to go there and kill them?

You just need to go there and kill them. Make sure you're killing the enemy with the exact name as listed on the poster/in the news post.

2) As a 65, it means I can go to both level 65 and 60?

As long as the mob is within five levels of your own (above or below), it will count towards the total.

3) From how much time to how much time will EME be posting how many left and where will it be?

We're going to try to update the community regarding the current kill counts twice per hunt. I'm curious to see how the community will perform on the first hunt, so we'll definitely be checking tomorrow morning.

Updates regarding the kill counts will be posted on our social networks.

You have until Sunday at 11:59 p.m. PDT to complete the current hunts. We'll announce the results of this hunt as well as the targets for the next one on Monday. You'll then have until Wednesday at 11:59 p.m. PDT to complete them. We'll post the results of that hunt on Thursday and announce new ones as well. This cycle will repeat until November 5 when the event ends.
Other Halloween items from past years will be added to the potion shack and the store throughout the event. From the news post:

In celebration of the season, we’ve also revised the Potion Shack prize list with a Halloween touch. And every Monday for the duration of the event, we’ll update the Potion Shack and the TERA Store with more great items from Halloweens past, leading up to the release of the new community-designed “Gothic Rapture” costume set on Thursday, October 29!

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