Something went wrong [Devs Aware]

Eyris6

Noting that I can play the new Training Ground event today, although I didn't get to finish the one yesterday due to this issue (was on 3/4 wins, intending to finish the last one that night). 15 crystals gone. Still can't play the HOR event since the issue hit. So it seems to be linked to the individual event somehow rather than the player as a whole.

[Deleted User]

@Brigby

I think clarification is needed.

1. Should we all open a ticket for HoR or should we not bog the system down?

2. Should those only in trial of planes/TG (other event related) open a ticket or not?

Thank you.

DumasAG

Having similar issue with Hour of Revelation. All of my nodes give me an error message, prompting retry or cancel. Retry repeats the cycle. Have two charges on each node left. Luckily, I'd already completed progression rewards. I opened a ticket.

timthes

PhoenixRisen said:

@Brigby
Since this issue won't be fixed before event ends, we all deserve first equal prize. I don't know how, and you closed the other discussion before I could respond to a user from an unaffected coalition, but it's not fair that some players and largely their entire teams were able to play and extend leads or overtake other coalitions that couldn't move.

When this issue afflicted my entire team, we were 2nd place (still are) at a mere 14 points behind 1st place -- again, a team that usually finishes 6-8. Now, Tormented sits 2nd with it's same exact score while 1st place has extended it's lead by 122 points?! What gives!? What happens should Tormented get screwed out of first, where we would be sitting if we could play, AND second place, because of tinykitty nonsense????

Only event functioning is Fateful Showdown, which thank God, finally netted me a new rare. I'm sick of dupes! Three consecutive Nodes of Power events have all given me Jori En. I wonder what those odds are?! Worse still, is that my last two prize rares (all 3 were top 5s) were both Drana's Chosen.

Lol, a team that usually finishes 6-8... we're mostly top 3, but who cares...  one and two have the same prize... 

PhoenixRisen

timthes said:

PhoenixRisen said:

@Brigby
Since this issue won't be fixed before event ends, we all deserve first equal prize. I don't know how, and you closed the other discussion before I could respond to a user from an unaffected coalition, but it's not fair that some players and largely their entire teams were able to play and extend leads or overtake other coalitions that couldn't move.

When this issue afflicted my entire team, we were 2nd place (still are) at a mere 14 points behind 1st place -- again, a team that usually finishes 6-8. Now, Tormented sits 2nd with it's same exact score while 1st place has extended it's lead by 122 points?! What gives!? What happens should Tormented get screwed out of first, where we would be sitting if we could play, AND second place, because of tinykitty nonsense????

Only event functioning is Fateful Showdown, which thank God, finally netted me a new rare. I'm sick of dupes! Three consecutive Nodes of Power events have all given me Jori En. I wonder what those odds are?! Worse still, is that my last two prize rares (all 3 were top 5s) were both Drana's Chosen.

Lol, a team that usually finishes 6-8... we're mostly top 3, but who cares...  one and two have the same prize... 

Incorrect. Tormented has finished 3rd in 3 of the last 4 events behind the same consistent top 2 all year: GP & YH1J. But let's not deal in facts.

PhoenixRisen

@Brigby
Another team unaffected able to vault from outside top 10 up to 5th overnight. D3moted sits 5th now and kicked out LividMtG, despite this lock out. I'm not part of LividMtG, but how the bloody hell is this fair?! Just like all 20 of Tormented getting frozen at -14 from first to have D3Flowered unaffected for however long to increase their lead 122 points.

Personally, I've dropped 3 individual places, too. The devs, of whom I have ZERO confidence in anymore, need to figure this out! ASAP.

Also, what's with the weekend event's changed start time?! It now begins at 4 am EST (9 hours sooner) and 7 hours before the midweek event ends?! How are we to make roster changes or find substitutes, when there's rollover time and our rosters lock. DISAPPROVE. DISAPPROVE. DISAPPROVE.

Monkeynutts

Lol now when you load the app it just says something went wrong. You get the fetching all event prompt and boom!


What makes these frustrating and a bit of a joke at the same time is allegedly they have a QA team who test things.......

Brigby

Hi Everyone. Please see our announcement regarding the "Something Went Wrong" error players were encountering in events yesterday

Kinesia

If you don't want people to log tickets individually you need to do something like show a list of current common open problems and let people "register" that they are affected by that thing. Then you can see a bit of scope and follow up people for more information when you need it.

There are inevitably a bunch of separate issues raised but this reduces it. Very few companies do this though, it's more annoying to set up in the first place and companies are still trying to keep "open issues" secret even though that is completely useless these days, people share everything and post it publicly, complete transparency is now a survival trait for companies.

Brigby

Hi @Kinesia. We actually do have a public list of all the major, and most common, issues that occur in game. You can find this list HERE on our FAQ page.

In addition, we have a bug list pinned as an Announcement in this category that lists the bugs reported here in the forum. We try to continually update this as the developers become aware of them.

Kinesia

Thanks Brigby.
I was speaking more generally as it's something that happens at my work too, there's no point me logging a ticket for a site outage that is company wide, but they need to know scope and they need to know who to announce to that it's fixed.

The issue list you point to is useful but not for this purpose since it's not curated in real time and it's not linked into the "create a ticket" system in the game.
When people click "create a ticket" you want "these things are happening now, do you want to register one of these errors or still submit your own ticket?", if you click register next to an existing one it adds your uuid to the list of people affected and collects other needed data from your account.

I've had a number of interactions with Customer Support now and they ask a _lot_ of questions they simply shouldn't need to. By putting a bit of work into the ticketing system you could save a lot of support costs as well as customer frustration and it's a once off expenditure.
Basically they almost _always_ ask for uuid and device id and OS versions and platform and ALL of this information is available to you in the game and it's less error prone if you have the ticketing system autofill it rather than have people type it in and add their own errors. Even if you continue using an "email" like you currently have you can still autofill all this information into the start (or end) of the email.

Brigby

*Please start a new discussion thread, if you wish to discuss this topic, as content in this one may be out-dated and inaccurate now. Thank you!