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Chronology of the Connection Error :: 3/18/19

Discussion in 'Toram Online News & Announcements' started by Caithe, Mar 18, 2019.

  1. Caithe

    Caithe Well-Known Member

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    [​IMG]
    2019-03-18

    About Service Resumption Outside Japan


    Thank you very much for playing Toram Online.
    We are terribly sorry for the connection error that has been occurring to all other channels except for the Japanese channel.

    This is an announcement from our producer, Suzuki, about the chronology of the connection error, contents of compensation and measures to prevent reoccurrence.

    Chronology of the Connection Error

    The equipment that we used to manage the non-Japanese account data physically broke down on 3/2/2019 at around 1:48 AM (JST/GMT+9).
    We tried restoring the data with the backup database, however, it was found that it had also broke down at almost the same time.

    As a result of a thorough examination, we found a backup on another equipment that was backed up on 12/13/2018 at 11:00 AM (JST/GMT+9) and is working normally. We tried to restore the database by reapplying the server execution log on this equipment, however, it was found that the server execution log had also suffered a partial data loss.
    Therefore, the data could not be completely restored.

    *There is still a possibility that the data can be restored partially. We are still doing our best to restore them. (Bag and storage contents are expected to be partially restored in a few weeks' time)

    The above is the chronology of the connection error up to 3/10/2019.

    On 3/11/2019, we entrusted our equipment that we used to manage the non-Japanese account data, to a trusted external data recovery specialists and they began working on the recovery (*game data only, excluding personal data information). However, on 3/16/2019 at 7:25 PM (JST/GMT+9), we received the information from the specialists that the data recovery was not possible.

    As the result, we have decided to resume our services based on the data as of 12/13/2018 at 11:00 AM (JST/GMT+9).
    We will do our best to compensate all players accordingly to match the data that had been lost between 12/13/2018 at 11:00 AM and 3/2/2019 1:48 AM (JST/GMT+9). Despite having to wait patiently, we truly regret that it had to end up with such unintended and undesired outcome. We sincerely apologize from the bottom of our hearts.

    About the Compensation

    We are currently placing the highest priority on resuming all services outside of Japan. In addition to the list of compensation determined below, we will also compensate all players who have not been able to play Toram Online for a long time due to the error issue. We will consider the contents once we resume our services and inform you once again by the end of this month.

    ①Orb Items Refund

    Orb items that were purchased between 12/13/2018 at 11:00 AM (JST/GMT+9) ~ 3/2/2019 at 1:48 AM (JST/GMT+9) will be returned. The items that were once obtained from random offers such as the New Year packs, Avatar Chests or other limited-packs will be returned. Recycled avatars will return to the state before they were recycled, but the gems that were once obtained from recycling avatars will be restored separately.
    Furthermore, orbs used to add character slots, expand storage, revive, etc. will also be returned.

    *Please understand that the process may take some time as there are more than 10 million cases that need to be dealt with. We will process the refunds sequentially.

    ②30-Day Tickets

    Bonus items to obtain the effects of 30-Day Tickets will be sent when there is at least 1 day of active purchase between 12/13/2018 at 11:00 AM (JST/GMT+9) ~ 3/18/2019 at 6:00 PM (JST/GMT+9) . Please kindly activate your 30-Day Ticket Bonus by using the bonus items at your convenience.

    *This compensation is also valid if the purchase you made prior to 12/13/2018 at 12:00 AM( JST/GMT+9) overlaps with this compensation period.

    As we are currently tabulating and compiling the data, the 30-Day Tickets bonus items are planned to be sent by the end of this month. The names of the bonus items will be, “Bag Expansion (30 Days) / Standard Ticket (30 Days) / Leveling Ticket (30 Days)”.

    *The bonus items of each 30-Day Ticket will be sent according to the valid number of times. (up to 4 items each)

    ③Star Gem

    The data could not be recovered completely due to data loss.
    Star Gem Fragment x 1000 will be returned per the number of times they were purchased with Paid Orbs. Please kindly create the star gems for the skill you desire. We are sorry for the inconvenience.

    ④Bag & Storage Contents

    Although it might not be perfect, we are still working on restoring the data of bag and storage contents as per 3/2/2019 at 1:48 AM (JST/GMT+9). As soon as it is complete, you will be able to get them back, even partially.

    ⑤Other Compensations

    In addition to the compensation written above, special buffs will be given to all players (except for those in the Japanese channel) who resume playing Toram Online any time in March. The buffs that will be given are EXP Gain +100%, Drop Rate +50%, EXP Gain + 100% for pets, EXP Gain + 100% for Cooking up to Lv 5. These buffs will be available until the maintenance on June 27, 2019.
    Furthermore, “Free Skill & Stats Resets” that were available at the end of February 2019 will be available once again beginning 3/28/2019 until 4/11/2019 before the maintenance starts.

    About the Condition of Account Data

    The following data remain as of 3/2/2019 at 1:48 AM (JST/GMT+9) because they are stored on a different storage equipment.
    ・Market Consignment Board (Registered Items/ Spina Waiting to be received)
    ・Guild
    ・Friend List
    ・Your Land's furniture (only those set)
    ・Mailbox (unreceived only)
    ・Mercenary's Registration Information

    About the Accounts Created after 2018/12/13 at 11:00 AM( JST/GMT+9)

    We have made every possible effort to recover the data, however we regret to inform you that were unable to recover them. Therefore, we are afraid that you will have to start from the beginning. The username you had used before will be reserved for you if you are accessing the app with the same account as the one you used before, thus allowing you to use the same username by entering it again.

    *You can also change your username, however since all the usernames that exist as of 3/2/2019 (1:48 AM) will being temporarily reserved, and the change will not be successful in the case where the new name you choose coincides with the existing name.

    *Once you change your username to a new one, the previous username you used will be released from the reservation and become available to other users.

    If you had Deleted the App

    If you have deleted the app, even just once, the authentication information required to log in to the game will be initialized, and you will be required to log in with the ASOBIMO Account that you have submitted.

    If you have not submitted an ASOBIMO Account, please "Contact Us" from our official website.

    *Please understand that we may be unable to tell you the account data if you could not provide us with the information to identify your account data.

    Data that will be Fixed to Maintain Data Integrity

    All parties will be disbanded to avoid the impacts of the rollback.

    Measures to Prevent Reoccurrence

    After the connection error that occurred this time, we have observed the configuration of our server equipment once again.

    Currently, it is made up of 2 configurations of the Japanese and the non-Japanese databases with a particular backup storage equipment for each configuration.

    We will further divide and reinforce these configurations in order to minimize the impacts from errors and time required to fix them. This will also allow us to control and minimize traffic generated by bots or other illegal tools.

    We will also share this preventive measure, as well as the knowledge that we learned from the error that occurred this time to the entire team that deals with the operation of other games by ASOBIMO, Inc.

    Once again, please accept our sincerest apology for the inconvenience.
    We, from the development team, will continue to do our utmost to provide a better service for you to enjoy.
    Finally, we would like to thank you very much for your continued patronage and support for Toram Online.

    ASOBIMO, Inc.
    Tatsuya Suzuki
    Producer of Toram Online
    Development Team

    http://en.toram.jp/information/detail/?information_id=4247
     
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  2. Red_Fox

    Red_Fox Master of the Ninja Kittens Elite Member Epic Member

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    so it was the tuyuls after all!
    everyone who defended them for "helping the economy": shame on you!
    i will block you, and you are forever kicked from my party. don't you dare visit my land to eat my cooking, i'll kill you.
     
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  3. The Lost One

    The Lost One Well-Known Member

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    I pity those people who no longer exist. (After dec 13 fresh accounts).

    Well, die tuyuls. Fcking ruin the demn server. F*ck em.
     
  4. Mahouko

    Mahouko Well-Known Member

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    Maybe it'll be a good idea to wait until 3/28 and see if more item restoration has taken place by then or at least this is what I'm gonna do.
     
  5. Zufeng

    Zufeng Well-Known Member

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    Should've told us earlier when server down
    But at least we finally know whats going on
     
  6. Yunan

    Yunan Not Enough Salt Elite Member

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    Oh so his first name is Tatsuya
     
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  7. Red_Fox

    Red_Fox Master of the Ninja Kittens Elite Member Epic Member

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    sounds like an anime character
    moe~
     
  8. Zufeng

    Zufeng Well-Known Member

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    One of my psp games has Tatsuya as default name
     
  9. Zensei

    Zensei New Member

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    I hit lvl 138 and my acc was made after December. Not to mention my avatars i got. Good thing im on vacation :D:D road to 150 x2 HAHAHAHAHA!!!
     
  10. AliceYvne

    AliceYvne Elite Member Elite Member

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    アリス・Yvne
    This ?
    0D121010-CC2F-4429-A971-F92242E9D66D.jpeg
     
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  11. AliceYvne

    AliceYvne Elite Member Elite Member

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    Orb item can get still not bad, just my unable to find back the 13m Megiston xtal anymore....

    So basically for those player with rollback, we will get connection issues compensation + rollback compensation right?
     
  12. kagezumi_Crown

    kagezumi_Crown Active Member

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    welp 2 of my characters are gone, both completed mq till zelbuse, 1 of em a 3 lock synth and the other a mage
    im still concerned about the 'even partially' for the bag and storage contents compensation and for the avas, will we get back the stats of those we used the fairy tool on?
     
  13. Frix

    Frix Active Member

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    This is all compenstaion for long time waiting server back and finally rollback...... ?
    Hey everybody pls... read this part of lastest news again ...

    They really works for this issues on 16/03/2019 .... R.I.P. and furry all Toram staff
     
  14. Lanibel

    Lanibel Active Member

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    I'm just hoping that the partial storage and bag restoration works in my favor. I can level my halberd back up, but to get my equips back would take much longer.
     
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  15. Milkshake

    Milkshake Member

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    I normally have low expectations for developers, but since they announced this, I'm genuinely impressed. All they need to do now is to fulfill their promises.
    ;3
     
  16. iamapotato

    iamapotato Member

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    Just got all my avatars back. Now just hoping for my sword/s and armour on my main, they took alot of work to get, the rest i can redo. Like everyone, lost alot, but can rebuild.
     
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  17. AliceYvne

    AliceYvne Elite Member Elite Member

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    Any problem for that? It’s just say the data recovery is fail, everyone know that already. This is why Toram team make rollback on the player data, and they also mention that the orb item, friends, guild, personal land data all at another server, thus what we lost is player skill & lvl, player storage and player equipment and this part they already promise will give compensation that match with this lost.
     
  18. WindSlash

    WindSlash Guardian Angel of Picos Elite Member

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    Funnily enough, I recall someone SPECIFICALLY saying that Toram Servers and their respective Player Databases could possibly be being hosted in only TWO MACHINES.



    Oh hang on, THAT WAS ME. I'm slightly glad and angry that I was right the whole entire time.
     
  19. Jbazt

    Jbazt Into the Forsaken Realm of Consciousness Elite Member

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    My english might be bad but i didnt red something that directly linked the server backups being destroyed to bots. coz based on my experienced bots can only crowd server that can caused it to be sluggish, hangs, bugged, unresponsive and worst unavailable. a simple reboot of the server should refresh it like our smartphone. the reason why the servers and their backup getting wipe whether its caused by an internal/external factors still unknown for me.

    "The equipment that we used to manage the non-Japanese account data physically broke down on 3/2/2019 at around 1:48 AM (JST/GMT+9).
    We tried restoring the data with the backup database, however, it was found that it had also broke down at almost the same time."


    Hope many realized that aside from the server that manages our datas, their backup servers also broke down at the same time (coincidence?). does it means both are residing in one server? if yes thats very unfortunate of us coz in general you would want to store backups of whatever it is on a different storage.

    their announcement about bots and other tools are just the confirmation that theyre looking to these matters seriously.

    "We will further divide and reinforce these configurations in order to minimize the impacts from errors and time required to fix them. This will also allow us to control and minimize traffic generated by bots or other illegal tools."


    hardware wise this sounds to me like an upgrade of servers, software wise maybe by configuring their servers for an improved security (probably apk modifications on how itll connects to the remote server) to manage or maybe prevent these bot and use of other tools

    but they never said that bots and other tools are directly the cause why both data and backup servers are destroyed. just my own opinion
     
  20. The Lost One

    The Lost One Well-Known Member

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    Overload can cause severe heating on hardware and continous logs from excessive bots and tuyuls contributes heating which the cpu can no longer handle. If that occurs, it will cause unwanted data loss because of the system reboot. A server will restart if the temperature exceed to its limit you see.

    The hardware they are using is also outdated I bet and that can also contribute server failure with lack of maintenance on top of it.

    @Jbazt
     
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