Offical Discussion : Service issues Sept 1- Sept 2

I think it would be nice at some point to see Turbine actually say, "We're sorry."

Not as some kind of admission of fault, but as a simple measure of accepting responsibility and caring for its customers.

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Originally Posted by C-Hound

Sapience Posted...
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Sapience is offline Community Manager & Harbinger of Soon

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As the issue the thread was created for has been resolved and we're now discussing something completely unrelated, it's time to close this down.

Ummm... it's not resolved. At least, not for this one user. Rebooted computer, rebooted router, still stuck at log-in screen w/ "Failed to read authentication response..."

Maybe one clear, clean post about exactly HOW to log back in, if in fact it has been resolved?

Thanks!

(Oh - and while I'm sure you're tired, and I KNOW people are lazy $#!^$ for posting OT in your official thread, maybe a bit hasty in closing that. Perhaps - just a thought.)

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Maybe if you read what Sapience had to say you would know that he did not say the situation is resolved. All my thanks go out to the people who have given up their weekend to try to fix this.

Quote:

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Originally Posted by C-Hound

Sapience Posted...
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Sapience
Sapience is offline Community Manager & Harbinger of Soon

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As the issue the thread was created for has been resolved and we're now discussing something completely unrelated, it's time to close this down.

Ummm... it's not resolved. At least, not for this one user. Rebooted computer, rebooted router, still stuck at log-in screen w/ "Failed to read authentication response..."

Maybe one clear, clean post about exactly HOW to log back in, if in fact it has been resolved?

Thanks!

(Oh - and while I'm sure you're tired, and I KNOW people are lazy $#!^$ for posting OT in your official thread, maybe a bit hasty in closing that. Perhaps - just a thought.)

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Originally Posted by TinDragon

Since you didn't post what thread that's actually from, I can only guess that the thread was originally created for a different issue than the one that's preventing everyone from currently logging on.

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Correct. Not really sure what he's talking about but as you can tell from my original post, it's not related to the issues of the past 24 hours.

Thank you for explaining all this. We wish you luck with repairs and we respect your time youve given to us here instead of spending your time with your families on this holiday.

Nice thread, but you could have simply stickied the main one regarding these issues and saved yourselves the additional criticism.

Welcome back, Sapience. I hope you managed to get *some* sleep.

Thanks for the update as well as the hard work of everyone involved in trying to fix this!

Thanks, Sapience. As a retired IT guy I have sympathy for what you're going through. My family learned to live with my leaving in the middle of the night with no idea of when I'd be back. Glad those days are over for me. Good luck and I'll be here when the game comes back up.

Thank You Sapience for the updates. Thankful for you and the team giving up this Holiday to get things working again.

Thanks for the update. Thanks for all the hard work! After five years of playing I am always impressed at the level of service!

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Originally Posted by Sapience

First, as we didn't need 78 unique threads on the issue, most saying some version of "fix it", they've been removed and this thread will be used going forward.

Second I'll try to fill in what I can about what happened.

Right off the bat, no this was in no way related to Pando. I know some were trying to tie the two together but pando is unrelated to this issue and their announcement has had 0 impact on us in any way.

This issue is one we've seen before with a slight twist. This was again a routing issue with a very large internet backbone provider and how it routes traffic in and out of our data center provider (so you're talking 2 layers removed from our direct ability to 'fix it'). The issue also created a cascade issue when the routes were reset that didn't play well with some of the switches and routing hardware in the data center. This is why we've been working through the night with our vendors (provider, hardware, consultants, and others) to make sure each step of the connection from our service through various vendors services and products was checked, doubled checked, and confirmed to be either working correctly or needed to be addressed. We continue to do so, though we believe we are much closer to a resolution than at any point in the past several hours and we feel we are very close to restoring services.

As we've mentioned before, there are circumstances that can create a situation where the launcher and our forums are not accessible to us (myself and the rest of the community team). This is why we try very hard to convince you guys to follow us on twitter and like us on Facebook, because during times like this these are the only methods of commutation we have with you. Even if you can still post here. That is why this is the first post you're seeing from me on the forums, but I've made a large number on our social channels throughout the night.

Hopefully this tones down all the crazy conspiracy theories we've seen recently (pando, hacking, shut downs, contract issues. It's a pretty impressive list!). We appreciate those who tried to share back the information we were posting elsewhere.

We appreciate you've all been frustrated, we also appreciate that this is a major Holiday weekend in the US. Many of us have spent the bulk of it working around the clock to address these issues, so believe me when I say we fully understand and appreciate you had plans. Most importantly we appreciate the passion you all clearly displayed for our game.

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Not sure about the craziness of some of the theories that were posted as such, not as facts. There's nothing crazy or wild about a change in Pando's service unrelated to LOTRO being able to cascade into something that actually affects LOTRO. Is it that unthinkable? But, that's not what happened, Pando is indeed off the hook, and I thank you for the clarification.

Emphasis on what in my view is the most important and positive result of this downtime. Yes, that glass is half full. Bottoms up!

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Originally Posted by robbie1435

Thanks Sapience, I'll be sure to ship you some awesome goodies for your hard work! (How do you feel about receiving some more coffee =D)

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Thankyou Sapience. Glad to see you can finally post again.

So, when are you guys going to fix the problems related to game play on the IntelHD graphics chipset? Not cool, how prior to the patch I was able to play just fine on High graphics and now I can't play at all...

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Originally Posted by Helnoth

As much as I might be annoyed that the game is unavailable to play my incontinence pales compared to being called in to help resolve this issue through the weekend. I hope at least some plans are salvageable by the time the issue is resolved.

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Your incontinence? Are you sure you want to share that bit of info here?

thanks for the update, im new and thought maybe it was my computer till i contacted my kin friends and they all said they were all having same problems and errors! cant wait to get back to my crafting lol!:)

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Originally Posted by Yazuli

Quote ...Ummm... it's not resolved. At least, not for this one user. Rebooted computer, rebooted router, still stuck at log-in screen w/ "Failed to read authentication response..." End Quote

Not resolved for this user either (assuming there was some post or announcement that the "Failed to read authentication..." was supposedly solved).

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he never said it was resolved he just posted on here to let know they are close and that the forums are back up also showing they can get into them.

Thanks for all the posts and all the hard work by everyone involved.

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Originally Posted by Sapience

We continue to do so, though we believe we are much closer to a resolution than at any point in the past several hours and we feel we are very close to restoring services.

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Glad to hear this from you Sapience. Thanks for efforts.

Regards

I'm able to get to the login screen now, which is allot further than I could get last night. This is good.

Thank you for putting the issue into one thread. With one thread on this issue, it is easier to get the right updates.

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Originally Posted by RBrown

So is this issue the reason that I could not redeem my points card that I purchased?

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Since the LotRO Store is also down, that is most likely a resounding, "Yes!"

Thanx for the info.

Once sorted, have a drink on me.

im glad all those threads are gone...some got really personal ........

BTW... Congratulations to Sapience -- his Fifth Anniversary as an employee of Turbine... Quite a party!

Seriously... thanks for all the hard work.

Thank you for allaying my fears with this. I look forward to getting back in game when the issues are fully resolved. Thanks, Sapience!

As an aside, I find myself looking for a like button on posts and replies. I think we need one.