Notice
Please avoid playing Hardcore characters at the current time. We are investigating reports of Hardcore Character deaths impacting Standard character stashes.
Latest Update
Update March 19, 2024 at 5:22 PM:
We have finished restoring all accounts which we were able to identify as having been affected by this issue, and were able to be restored from backups. Thank you all very much for your patience on this matter.
Previous Updates
Update March 15, 2024 at 6:38 PM:
An update before we head into the weekend: We have processed and restored the significant majority of accounts which we were able to identify missing stash data on. We are currently investigating a few remaining outlier cases, and are looking to have these remainders restored early into the next week.
Thank you all for your patience, and have a great weekend Travelers!
Update March 11, 2024 at 5:22 PM:
We have begun restoring stash data to affected accounts (tabs, faction progress, gold and shards). As this process requires you to be offline, we will be processing through the list of affected players skipping anyone who’s currently online, and coming back to them during a different timeslot. We will be locking out accounts as they’re being restored, so if you find yourself unable to log-in and were affected by this issue, please wait about 15 minutes and try again as we may have been restoring your account.
To re-confirm: This restoral merges back in missing data to accounts which had it available in the backups, and will not affect progress or items obtained since the issue occurred. Thank you very much for your patience as we worked through this resolution.
Update March 6, 2024 at 5:07 PM:
We’re checking in on the recent Hardcore character issue with the latest information:
We have managed to successfully retrieve backups for most users from one hour before the patch was launched. With this, we have started are creating scripts to merge data for most affected characters, and testing updates to find edge cases such as situations which may result in 201 tabs after the merge.
One thing we want to note with the restoral process, is that while we’re merging the backup data to the account, we will need to temporarily lock the account so it doesn’t have any changes made to it while we’re restoring.
This shouldn’t result in being locked out of the account for long - we want to make this as quick and painless as we can. We also want to re-affirm that if you were affected by this bug, you can safely play either hardcore or standard, and your progress now will be preserved - we plan to merge in the backups for the affected users we retrieved; so all new progress is safe.
We’ll provide more information and timing windows on this as soon as the the process to merge data is ready to start.
Update March 1, 2024 at 7:37 PM:
We are still working to identify the players impacted by yesterday’s hardcore character issue. Investigation into what solutions we may have for those players is ongoing, but we are able to confirm that any solution we may have will not impact any progress made since the bug. So affected players are able to play freely, knowing that any items they store now are safe and the root cause of the issue was addressed in yesterday’s hotfix.
Update 11:00pm CT
Hotfix 1.0.1.1 is now live, which fixes cases of HC Character deaths resulting in Standard stash data being lost.
We will be carefully monitoring the situation going forward, but we are confident the issues with hardcore character deaths are resolved. At this time we are working to identify those affected and what options we’ll have.
- If we find that we can restore data, and that is the path you’d like to take: We advise waiting to play using the affected stash until we have more information, as restoral, if possible, may require restoring to pre-patch state.
- If you are not concerned about the lost data and would like to continue playing, please do. You may do so knowing that if your hardcore character dies, your standard stash will be safe.
Please restart your clients to download this update. If you do not see it in Steam right away, please re-start Steam to check for updates.
Update : 07:15pm CST
We are currently creating a build with the fix for this issue to release to Steam. We are aiming to have this patch out in the next few hours, and we are continuing to investigate the viability of data restoration.
We will provide another update once the patch has been deployed.
Update: 06:10pm CST
As of now, the status of this issue is unchanged. We are still working to resolve it ASAP and will continue to update you.
We will update you again in 60 minutes
Update 05:15 pm CST
We are continuing to test the potential fix for the issue, and are feeling good about the change. We are investigating the viability of restoring data for the small number of users already affected by this issue.
We will provide further updates within 60 minutes
Update 04:16 PM CST
We believe we have identified the cause of this issue are currently testing a potential fix. If the fix works well, we are hopeful to have a patch out later today.
Next update within 60 minutes
Update 03:13pm CST:
From investigation, the issue appears to be deaths of hardcore characters are resetting the Standard stash data (stash, gold, crafting materials, and faction information). This does appear to be affecting both online and offline game modes, however does not cross over between Legacy and Cycle. (Hardcore Character death on Cycle does not effect Legacy stashes).
We are continuing to investigate and are working on pushing out a fix for this ASAP. We will have further updates within another 60 minutes.