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Hello all,

Highwatch server is currently unavailable and our team is working on restoring access.

Please follow this thread for updates.
Thanks for the update, SumoPower :) I'm working on an updated list of remaining issues right now!
We are aware of issues; please see this thread.
We are aware of issues; please see this thread.
We are aware of issues; please see this thread.
Our Operations Team has reviewed our servers and network internally, and all appears well. However, the Chicago area is currently undergoing a significant number of network attacks, and one of our providers, where we host our servers, has been under a Distributed Denial of Service (DDoS) attack since around 5am CST this morning.

We're awaiting a status update from Operations with further details.
Hello,

We're tracking things on this post and giving updates there when we have them.
Hello there,

I will follow up via email. It appears yours went into the junk email folder, along with numerous other folks. I checked the information and it looks like you may have missed our cut off for receiving rewards. We cannot give access to the test server as the event is over, but I can email you reward codes for your donation.

Give me a moment to get the code generated and I'll email you back.

sandraudiga on 12/10/2015, 09:22 AM - view
It could be that they're just swamped because of brawler, patches, bugs, things like that, so some tickets take a lower priority. I also put in a ticket but I don't expect it to get answered until current events are sorted out.
Maybe try sending another one to get they're attention ?


This is pretty great advice, but I encourage folks to NOT submit more tickets. It bogs down the process. It's best to stick with your original ticket and wait for Support to respond to that one.
Hey everyone,

I just want to clarify here so no one is confused. With this patch 100% of the elite status vouchers were broken and could not be used. This issue affected many, many TERA players and helping each affected player individually would not have been possible. This is why we asked individual players not to contact support while we worked on a solution for all players.

Our support team is working very hard every day to assist players with their technical issues, billing issues, and GM assistance -- things that require a GM's help. Our GMs are also awesome human beings, and will always try to help when they can. So yes -- this time when we asked you not to contact support for assistance it was not because support could not assist you, but rather because support could not assist everyone with this problem. Instead, we asked for patience while patching a resolution.

For anyone still holding onto their elite status voucher, this (along with many other items) will be resolved during tomorrow morning's maintenance :)

Full patch notes are available here!
All servers will undergo maintenance Thursday morning starting at 7:00 AM Pacific Time. This scheduled downtime will last two hours (7 - 9 AM).

All servers will be unavailable from 7:00 AM to 9:00 AM Pacific Time.

For real-time server status, please refer to the Server Status page. Thanks for your patience!

You can view the full patch notes here.
This has been added to the top issues thread as an item under investigation. Please follow that thread for updates!

http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
These NPCs have been temporarily removed, you can follow the main patch thread for updates!

http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
Wintera is one of the items listed in the top issue thread, please follow that for updates!

http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
These issues are listed in the main patch issues thread, so I'l redirect this discussion back there.

Please follow the thread for updates!

http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
Adding to the main thread of reported issues. Grammar Dalek says "CAPITALIZE"!

Locking and redirecting to the main thread. Please respond there if there are any other capitalization issues found w/ the brawler in-game.

http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
Hey everyone,

This will be removed shortly, it's not an active achievement which is why it can't be completed.

I'll lock this thread since it's an issue that will be resolved soon! You can follow the major thread for updates on all patch issues: http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread


The brawler is here, and we’ve updated our store inventories to make her feel right at home:

TERA Store
- Rogue powerfists are available on the Character tab.
- Shadowlaced loot boxes may contain rare version of Rogue powerfists.
- DLC packs are 50 percent off in the TERA Store until Monday, January 4 at 10 a.m. PST.

Steam Store
- DLC packs are 50 percent off in the Steam Store until Monday, January 4 at 10 a.m. PST.

Federation Bill Store
- Brawler “Kitten-Mittens” are available from the Federation Bill store in-game.

Fashion Coupon Store
- Powerpulse fists are available from the Fashion Coupon store.

Log into TERA to take advantage of these unbeatable deals!
Edited by: Harmonia less than a minute ago
Hey all,

We're all in the office and working through our lists and gathering up more of your comments/feedback. We'll be making more updates today, so you know the status of everything going on.

Thanks for your patience; we appreciate it.
TheIronguard on 12/08/2015, 03:13 PM - view
So, i'm fairly newly arrived to these forums, and i noticed something in my short time here so far that i find a bit... troubling.

Seeing as the recent debacle about the brawler being female only (ANOTHER female only) class, there has been some people who have complained about this. Seeing as i don't particularly agree with that design choice either, i decided that i too, would voice my opinion on this.

This is when i noticed that within 20 minutes, 2 separate threads criticizing this particular subject, were deleted.

So i would like to know, is this normal? I understand deleting potentially toxic threads, but these particular threads (one of them created by myself) did not seem particularly vicious or toxic. I did cast a quick look at the rules of conduct, but the way they are written, basically ANYTHING can be interpreted to be in breach of the rules of conduct.

Basically, i guess what i'm asking is, is it normal for the Moderators to just outright remove threads that criticize TERA and the developers? because if so, i think we have bigger problems than potentially faulty game design.

If this thread is removed too, i suppose i'll have my answer.


With you being new to the forums, I'll respond to this to help explain. As an aside, discussions of moderation and our rules/guidelines are not allowed. You can always PM someone from the Community Team or email us at community@enmasse.com

SaphirKanzaki is correct in that we do remove/close/trash threads which are duplicates. We have had numerous threads on the topic, and we also tend to move threads a lot. So, if you had a thread about Brawler, it might not be deleted, but relocated to the Brawler sub-forum.

For thread removals and locks, it is different. If a thread has more rule violations in it (personal attacks towards other players or our staff), we'll trash it. Sadly, these forums aren't as robust as more modern forums and we can't easily trim them like we could with say, vBulletin. We have to manually do it. If it is just one or two posts in a thread which are bad, we will trim.

If it has pages of attacks and fighting (not debating; we allow that), then the whole thread will be Trashed. You can say negative things about the game, as long as they are constructive and respectful.

So, if you start a thread, it might not be you personally who did anything wrong, but how the conversation went. We have a lot of heated threads, but they debate the topic rather than the person. If it gets personal, full of profanity, or other terrible things, it's Trashed.

If this was a public place, which it isn't, you could discuss censorship. But it's not; we own the forums, so we set up the Forum Rules for you all to follow. Everyone has agreed to said rules, so we are doing our best to make them a more positive environment than in the past.

Hopefully, moving forward with the new forums, folks will be able to express themselves more positively, and we'll be able to resolve issues with out a black and white solution of full thread deletions for bad threads.
Hey everyone,

This news post has been updated and now lists the correct XP boost:

We previously announced a 7 day XP boost which was incorrect. The item awarded with this event is a 10 hour active boost, which will not be consumed while you are offline.
This has been added to the top issues thread, and will be resolved with the next server restart!

http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
We have resolved issues with Insufficient Memory Errors. If you restart everything and still have the issue, please let us know.
Updated original post.
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.
Hey all,

I've updated the original post with information regarding Elite Vouchers.
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.
Hey all,

The team is working hard on this. We do understand you are all extremely frustrated and you are welcome to talk about the issues you are having. What we do not welcome is abuse and profanity towards other players and our staff.

Thanks for your understanding and patience.
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!
For anyone having Insufficient Memory issues, please try deleting your EN.version file in the root TERA folder. This file is small and shouldn't take more than a few minutes to patch.

If this resolves the error for you, please respond to let us know so we can share this with the other players experiencing the issue.
For anyone having Insufficient Memory issues, please try deleting your EN.version file in the root TERA folder. This file is small and shouldn't take more than a few minutes to patch.

If this resolves the error for you, please respond to let us know so we can share this with the other players experiencing the issue.

@Kanayuu, if the FAQ steps don't work you'll need to contact the support team directly so a GM can assist you with technical troubleshooting.

Copying from another thread:

Please follow the FAQ steps for this error. If those steps do not resolve the issue you'll need to contact customer support for technical assistance.

We're aware that more players than usual are experiencing this issue and are looking into it ourselves as well. You can follow our pinned threads for updates: http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
Hi Watching,

Please follow the FAQ steps for this error. If those steps do not resolve the issue you'll need to contact customer support for technical assistance.

We're aware that more players than usual are experiencing this issue and are looking into it ourselves as well. You can follow our pinned threads for updates: http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
Closing this thread, as we have the main thread happening, for feedback and reporting issues:

Knockout Update Top Issues Thread
Hello all,

Be sure to post your issues in this thread:

Knockout Update Top Issues Thread

All updates will be in that one thread from our team. As soon as we have updates on each item, we will update main post to reflect said changes.
Hello all,

Be sure to post your issues in this thread:

Knockout Update Top Issues Thread

All updates will be in that one thread from our team. As soon as we have updates on each item, we will update main post to reflect said changes.
Hello all,

Be sure to post your issues in this thread:

Knockout Update Top Issues Thread

All updates will be in that one thread from our team. As soon as we have updates on each item, we will update main post to reflect said changes.
Hi Laflame2,

Sounds like you may be logged into the wrong TERA account, but don't worry! Our GMs can help you locate your missing characters.

Just open a support ticket and give them the character and server names of the missing characters and they'll figure out what's going on for you!

http://support.enmasse.com/tera
Hello all,

Be sure to post your issues in this thread:

Knockout Update Top Issues Thread

All updates will be in that one thread from our team. As soon as we have updates on each item, we will update main post to reflect said changes.
Hello all,

Be sure to post your issues in this thread:

Knockout Update Top Issues Thread

All updates will be in that one thread from our team. As soon as we have updates on each item, we will update main post to reflect said changes.
Hello all,

Be sure to post your issues in this thread:

Knockout Update Top Issues Thread

All updates will be in that one thread from our team. As soon as we have updates on each item, we will update main post to reflect said changes.
Hello all,

Be sure to post your issues in this thread:

Knockout Update Top Issues Thread

All updates will be in that one thread from our team. As soon as we have updates on each item, we will update main post to reflect said changes.
Hello all,

Be sure to post your issues in this thread:

Knockout Update Top Issues Thread

All updates will be in that one thread from our team. As soon as we have updates on each item, we will update main post to reflect said changes.
Hello all,

Knockout Update Top Issues Thread

All updates will be in that one thread from our team. As soon as we have updates on each item, we will update main post to reflect said changes.
Edited by: Harmonia less than a minute ago - Reason: This issue has been added to the top issues thread.
Hi Nesthal,

Have you closed the game and launcher and logged back in? You must do this for the elite status to apply to your account.

Redirecting to the top issues thread: http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
Please give it a bit of time to arrive, and be sure to check the single use item tab in Item Claim :)

Redirecting to the top issues thread: http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
Redirecting this back to the top issues thread. Please contact support for assistance if the FAQ has not resolved your insufficient memory error.

http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
Hey guys, redirecting to the thread on top issues. Please contact support if the FAQ steps did not work. We cannot provide troubleshooting assistance on the forums:

http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Update-Top-Issues-Thread
Hello all!

Welcome to the Knockout update :)

Here are some of the top questions and issues being reported by players:

1) JSON Parse Errors preventing login.
Please be patient, this is an issue with the number of players accessing the service. Do not resinstall your game.

2) Insufficient Memory errors.
If you have enough RAM to play TERA please be sure you're running the launcher as an administrator. If this doesn't work you can go through the full FAQ troubleshooting steps. Please contact support if the FAQ steps do not resolve your issue.

3) Free character slot voucher.
When you log in, this item will be delivered to your Item Claim. Please be patient as this can take several minutes. Do not contact customer support for this issue.

4) Using your Elite Status Voucher
To use your elite status voucher, be sure to select the check box, and then log out and back into the game. You'll also need to shut down the TERA launcher and reopen it.
For Insufficient memory, you either have a RAM issue or need to run TERA as an admin. You can find the FAQ here:

http://support.enmasse.com/tera/error-000a-0000-insufficient-memory

As always, if the troubleshooting steps don't resolve your issue please contact our support team for assistance!
All servers except MT are up, and MT will be up within the next few minutes :)

You can follow the thread here: http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Launch-Day-Status
Please follow the official thread that already exists on this topic:

All servers except MT are up, and MT will be up within the next few minutes :)

You can follow the thread here: http://tera-forums.enmasse.com/forums/general-discussion/topics/Knockout-Launch-Day-Status
@Empiren, the launcher is not broken, as counterpoint says this is a volume issue. Please see the other post on this issue for more comprehensive explanation:

http://tera-forums.enmasse.com/forums/general-discussion/topics/JSON-Parse-Error-155721
Hi all --

Don't be too alarmed if you're receiving this error: JSON Parse error (0112:0000JSON).

I know it's frustrating and you all want to get in-game and create your brawlers but this error on a high traffic server day indicates that your launcher and the servers are experiencing a communications error.

The good news: there is nothing wrong with your computer, launcher, game files, or the game servers. Uninstalling and reinstalling won't help. This is a volume issue, and as players patch and get in game more players will be able to do the same.


The Knockout release is here and it comes with some treats for each and every TERA player.

From now until Tuesday, January 5 following maintenance, any player who logs into TERA receives a free Additional Character Slot, delivered to your Item Claim.

Each player who logs in during that time also receives a 100 percent XP Boost (7 days). And you’ll want to use that XP Boost, because as your characters hit level milestones of 12, 20, 30, 40, 45, 50, 55, 60, and 65 between now and January 5, you’ll receive a slew of level-up rewards, including Goddess’s Blessings, Elite Status Vouchers, feedstocks, alkahests, crystals, and more.

Further, if you hit level 65, you’ll receive an awesome bonus reward based on your class:
- Brawler: Black Powerpulse Fists (weapon skin)
- Reaper: Barbarax (Nightforge PvE weapon)
- Gunner: Thetan Will Suit (costume)
- Other classes: Nightforge PvP weapon skin

Finally, from now until after maintenance on Tuesday, January 12, characters level 25 and up can participate in the Wintera Snowfield battleground!

So grab your mittens and put on your best winter coat: This winter is going to be a Knockout!
Please review the FAQ for this issue, and if the steps don't resolve it you can contact our support team for assistance:

http://support.enmasse.com/tera/error-000a-0000-insufficient-memory
@Sellsilver if it will take a few extra minutes we'll update the first post :)

Hang in there, everyone. Servers will be up very, very soon!
Good morning all!

The TERA servers will be up very soon with the Knockout update and brawler! Please follow this updated thread for the server status.

Current ETA is 10:15 a.m. PST.
Servers are scheduled to be back up in about 15 minutes :)
Hey everyone, please hold off on threads about tech issues until the servers are up. Once the servers are up we can take a look at any issues you have launching TERA or connecting to the servers.

For this particular error please take a look at the FAQ, and if your issue continues after the servers are up and after troubleshooting please contact support for assistance:

http://support.enmasse.com/tera/error-000a-0000-insufficient-memory
Ninoo on 12/08/2015, 07:57 AM - view
He has a tiny mouse, time for me to die x.x


That's Harmonia's cat. :)
We'll be putting up a news post about it as soon as it's ready.
Chiuy on 12/08/2015, 06:12 AM - view
Here's a serious question even though this might not be in your speciality to know it but I was wondering what are the steps the ensure the stability of the server when it goes live? There will be an abnormal amount of people playing today that may strain the server and do we expect the patch to really be done at 10am PST or do we expect delays?

I certainly hope it's not "let the server go live and hope for the best until people stop trying to get in the game to let the server stabilize"


You're right; it's not my specialty. I'm more of a PC software/hardware kind of nerd, not an Engineer or Programmer. :)

That said, we're absolutely expecting to open everything up at 10am.
Ninoo on 12/08/2015, 06:15 AM - view
Ok I like you now, you have cats :3


There are pictures on this thread, Meet the Community Team 2.0!. :D
Actually, I'm at home still in my pajamas and cuddling my cats. :) I'll be headed to the office shortly.
Howdy all,

Whatever new system we have, there will not be downvotes. I don't believe in them, and I think they promote negativity where none needs to exist. I would rather promote positive reinforcement, restructure the forum rules & guidelines, and create new Community initiatives to reward dedicated players who are helpful and kind (even while debating & disagreeing).

I've moved the topic to the Website & Forum Suggestions forum, and encourage folks to continue respectful discussions there.

I'll be on the livestream at 9 a.m. Pacific today, if you want to talk more about Community initiatives and forums.
Greetings all!

Excited for Brawler and all the exciting updates? So are we! We have a tradition of hosting a Community Chat livestream each release, so I'll be hosting one, too.

Join me in a discussion today at 9 a.m. Pacific, to talk about TERA, upcoming Community initiatives, and more. http://www.twitch.tv/enmasseentertainment

See you there soon!
All servers will undergo maintenance Tuesday morning starting at 7:00 AM Pacific Time. This scheduled downtime will last three hours (7 - 10 AM).

All servers will be unavailable from 7:00 AM to 10:00 AM Pacific Time.

For real-time server status, please refer to the Server Status page. Thanks for your patience!

You can view the patch notes for this patch here.
Edited by: Harmonia 1 minute ago
We're not late. It's still afternoon! There were lots of notes. :)

Patch Notes are here!
Greetings all,

Patch Notes are live for Patch 37.07.

There are a lot of new changes and updates, so be sure to read them thoroughly before asking questions in this thread or submitting Support Tickets. We'll keep it open for now and will check back in on the thread.

If you have technical trouble or have questions/need assistance, you can post in the Player Supported subforum, Need Help?. If you find bugs, you can post them in the Bug Report sub-forum.
As directed in the post Ginjitsu linked, if you have questions or concerns regarding the Rules, the post, or moderation, please PM me directly or email community@enmasse.com
Once everyone is in the office this morning and we have our first meeting of the day, I'll see if I can get the proper dates for everything.
Our plan is to have them up this afternoon.
Cuttler on 12/05/2015, 06:06 PM - view
Send a ticket, that's your best bet if you can't discard, bank, or use.

Giving the GM's as much detail as possible (character name that the items are on, what you're wanting to do with them, etc), but as long said, it'd be better just to ask them to move them to the bank for later use when the event comes back up, or ask them to add them to your account currency.


This is correct. Thanks Cuttler!
Greetings all,

Recently, there was a thread which discussed in-game chats and terrible behavior towards other players. The thread was quite large, but most of the posts were off-topic, had many personal attacks, and inappropriate jokes. We were going to open it back up for a discussion, hoping it would resolve in ways for folks to help create a better environment for each other, and find out how to deal with harassment and inappropriate jokes/comments.

So, here's a follow up with how to do it.

First, understand the Rules & Guidelines for when you are posting on the TERA forums. Second, understand that many of these rules also outline how you should behave in-game.

If you see inappropriate chat in-game, you can report them. In cases of racism, homophobia, transphobia, hate speech, rape jokes, threats of real world violence, telling someone to kill themselves, please submit a Support ticket.

If someone is calling you a poopy head, just block them and move on. If someone is trolling or harassing you, block & report. If it follows the above hate speech, submit a support ticket.

If this happens on the forum, please report the post. If you see hate speech, send a PM to myself or Harmonia, and we will resolve it.

We have a zero tolerance for the above items and you will get no second chance on the forums for hate speech.

We wish to foster a warm and inviting space. We know that this is difficult at times. We do not mind if you debate, but debate the topic. Do not make your posts personal about other players or our staff.

If you have any questions about this post, you can PM me directly or email us at community@enmasse.com



Greetings all.

I am closing down this thread so we can do a bit of clean up on it. We will reopen it when we are finished. Please always remember to follow the TERA Rules & Guidelines when you post.

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.
Howdy!

Funny enough, I'm looking at new forum solutions. I've got a feedback thread right here! Top Three Forum Wishes
This Weekend in TERA
Due to technical issues during the Black Friday sale last weekend, we're running an additional sale this weekend. Get the full details.

You can also earn 3 days of elite status time just by logging in through Monday at 11:59 p.m. PST in compenation for the server issues players experienced last weekend during the sale.

The Brawler is Nearly Here!
Get a sneak peek at the brawler in action in this class overview video.

Knockout Update Preview Livestream
Did you miss today's patch preview stream, featuring Danicia and Treeshark? Never fear, you can view the past broadcast here.

Extra Life Update
Thanks again for your patience while we get all the rewards sent out via e-mail. We’ve now emailed every person who qualified for a reward and provided their information. We’re currently helping the few folks who had issues with donating anonymously or are reporting that they did not receive their code.

If you have not received your rewards, please be sure to check the email you provided via Extra Life first. If you do not see the email there, then email community@enmasse.com. If you donated anonymously, please also include your donation receipt.

Brawler Preview Forum Update
If you have not yet received forum access, but did receive your Brawler Test invite, be sure you have filled out the access form linked in the email. We have to manually give you access, so when filling out the form, we need your TERA Forum Account. If you submitted your form with your password, we do not know who you are and you will need to resubmit your data or email us at community@enmasse.com.

Brawler Sneak Peek Livestreams this Weekend
This weekend, several TERA community members will be previewing the brawler on their livestreams! Check the list below to see if anyone is live with a preview stream (and some sweet prize giveaways!)

Brawler Preview Streams
- Kaaifu
- Slowpokie
- Rhyls99
- Metaleolol
- Yumcookies
- Jhan694
- Chromis9
- Fluffy_tails
- Rottyn
- Shadowweaver35
- Condishnah
- Ewitseric
- MissTitania
- Ewitseric
- Khazerd98
- Xashketchupx
- Casterino1316
- Rougancreed
- Tunneloli
- Badlizz
- Pokes69
- Armellxi

PS: have fun this weekend!


Image credit: /r/zealot12890 of /r/TERAonline

Previous "Stuff of the Week" topics can be reviewed from the list below.

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11/20/15
11/06/15
10/31/15
10/23/15
10/16/15
10/09/15
10/02/15
Edited by: Harmonia 1 minute ago
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.
mwa boxes are staying in the vanguard store.
CSalv on 12/03/2015, 08:52 PM - view
I don't think they don't want unannounced information out there, but rather they don't want inaccurate information to seed unfair expectations.


This is 1000000% percent correct.
Hello, Cat! Please send breakfast tacos and kolaches. :)

Throw a ticket to support; they can assist.
TrialMacameau on 12/03/2015, 09:02 PM - view
Are we going to see the Players who are in the test servers ?


If they are hanging out where we are, yes. I'll see if we can get that info out ASAP.
Good morning, all.

I'm reading the thread and sharing it today with the Team. We'll be back with a response.

Thanks for your patience.
Greetings all!

Please join Treeshark and Danicia on Friday, December 4th for a Brawler Preview! We'll be showing off and answering questions about the Brawler Class, plus anything you want to ask about the new Dungeons! We'll also have a few Community updates for you, such as final Extra Life information and the Black Friday Sale Reboot.

Tune into at 3 p.m Pacific Time. Harmonia will be in the Twitch.TV chat room with surprises.

You can find us on our Twitch channel on Friday! http://www.twitch.tv/enmasseentertainment

Be sure to give us a follow!
You can contact Tera Online dev tracker at contact@teradevtracker.com - Privacy policy - Tera Online dev tracker is not affiliated with Tera Online or En Masse entertainment.