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Server Status "Unknown?"


Ryan Pennington

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The lack of communication is what really bothers me.

Yep.  I've withheld my rants a few times.  I'm in IT datacenter management and this lack of communication is really bad.  The system failures suggest poor planning and design. The lack of meaningful communication is a failure in customer service.  You can be insanely busy and still prioritize a stickied post for regular updates and reasonable Twitter updates that suggest some kind of progress is being made.

 

I have a really hard time having any confidence in the infrastructure design and support abilities of this crew.  They should be telling people that they'll offer an account credit for the trouble and sharing what kind of progress they are making (not just saying "we are overwhelmed" or "problems with a patch".  Leaving a bunch of game admins hanging not only damages their reputation as a hosting provider but damages the admins reputation since they can't provide any meaningful updates to the gamers that play on their servers.

 

Frustrating all around.  Our server has been offline almost all of Sunday and today.

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This is incredibly irritating over 24 hours and server was only operational for 3 hours, with information coming from twitter not the forums or from the help desk tickets?  Without information on whats going on guys you will start loosing customers, receive bad reviews and loose future patronage.  Better start talking on what the deal is otherwise you stand to loose a lot more then looking like you don't know what your doing and start loosing money.

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I made my server purchase yesterday, and sad to say I was able to login for 30 minutes until extreme lag spikes and finally a crash caused my server to be completely disabled. I'm fine with this happening even though I just made my purchase, but it is now going on 24 hours and the status is still unusable.

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Yep.  I've withheld my rants a few times.  I'm in IT datacenter management and this lack of communication is really bad.  The system failures suggest poor planning and design. The lack of meaningful communication is a failure in customer service.  You can be insanely busy and still prioritize a stickied post for regular updates and reasonable Twitter updates that suggest some kind of progress is being made.

 

I have a really hard time having any confidence in the infrastructure design and support abilities of this crew.  They should be telling people that they'll offer an account credit for the trouble and sharing what kind of progress they are making (not just saying "we are overwhelmed" or "problems with a patch".  Leaving a bunch of game admins hanging not only damages their reputation as a hosting provider but damages the admins reputation since they can't provide any meaningful updates to the gamers that play on their servers.

 

Frustrating all around.  Our server has been offline almost all of Sunday and today.

 

Ridiculous that they blamed these issues on a conan patch when server stability was unacceptable days before this recent patch.  I have 5 people playing on a 50 man server.  I shouldn't see the constant lag / desync / have to restart the server as much as I've been doing.

 

The lack of communication is unforgivable.  period.  

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Ridiculous that they blamed these issues on a conan patch when server stability was unacceptable days before this recent patch.  I have 5 people playing on a 50 man server.  I shouldn't see the constant lag / desync / have to restart the server as much as I've been doing.

 

The lack of communication is unforgivable.  period.  

I mean, I wouldn't say unforgiveable.  I know they are hiring a Customer Service person, so maybe they are trying to get toward better comms.  You could buy my forgiveness with a free month or something probably =).

 

Although if this happens again (and from what I've heard they are generally not like this) I'd be out.  But some gesture would be very wise from them to try to keep everyone from jumping ship.  Right now they are just lining up to be one of the epic failures of hosting providers by not really focusing on that customer experience proactively.

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GAME SERVER ID #34367

 

Staff intervention One of our staff members is currently intervening on your server. You may not start, stop, restart, or update your game server until the intervention lock is removed.

 

At least the server is stopped now instead of unknown....

 

Nice chunk of downtime. Most of peek hours last night and all of today so far. My choices in this provider are hindering my ability to promote my server. I also spent some cash to sponsor my server for a week on topconanservers.com which no longer appears due to the server being offline. Server up timer percentage is also rapidly falling.

 

I have yet to receive a reply to any tickets submitted yesterday...

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GAME SERVER ID #35035

Ticket 282702

 

Server has been down approximately 80% of the time since I purchased on Saturday.

 

This is an ARK server so your CONAN bugs don't hold water with me.

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server id #35668 server is up and running but control panel is limited can you fix? 

Active task is running Your game server is currently working on task "start" which started 02/06/2017 08:31:13 PST. Control panel functionality will be limited until this task is completed.

 

wasnt finished setting up the server but saw you started the server thanks! just need to be able to configure it, staff intervention locked 

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My most recent update on my servers control panel:

 

IMPORTANT NOTICE We have identified an issue with the latest Conan Exiles update which has resulted in the latest downtime. We offer our sincerest apologies and expect things to be normal by Tuesday or Wednesay. In the mean time we are slowly bringing up 100% of our customers. If you are seeing this message we are still working on your game server.

 

How is this a problem with the latest patch when every other provider is fine? Why do customers have the same issue with other game servers like Ark and Rust? None of that even makes sense...

 

I have not been able to log onto my server since 8pm est yesterday and there is the possibility that I wont be able to use the server I am paying for until Wednesday in a worst case?

Is there a plan to credit customers for the down time?

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How is this a problem with the latest patch when every other provider is fine? Why do customers have the same issue with other game servers like Ark and Rust? None of that even makes sense...

 

It could very well be hardware specific. I've been on the other side of things like this and sometimes.. **** just plain happens for the most stupid reasons that have never been a problem before.

 

Don't get me wrong.. I am curious about the details and once this is over (because fixed FIRST is the priority here) I'll be pushing for significant detail. I just started with this service, and so far.. I've had four hours of usage out of both servers I've got running. I'd be lying if I said I'm happy, but I am very empathetic here.

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It could very well be hardware specific. I've been on the other side of things like this and sometimes.. **** just plain happens for the most stupid reasons that have never been a problem before.

 

Don't get me wrong.. I am curious about the details and once this is over (because fixed FIRST is the priority here) I'll be pushing for significant detail. I just started with this service, and so far.. I've had four hours of usage out of both servers I've got running. I'd be lying if I said I'm happy, but I am very empathetic here.

I am trying to be... What's frustrating is I have not even received a reply from support to acknowledge my issue is being addressed. I have owned this server for 4 days now and half of that time it's been down and not one of my messages have been answered.

 

Unfortunately I went with the deal and paid for 3 months at a time, I regret this.

 

Topping it off, the server I have been advertising since I purchased the server is down and therefore pointless.

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My server has been down since purchased on Saturday and it is an ARK server.  I don't have a message on my CP saying they are working to restore functionality.  I doubt hardware is to blame as it has already been established that multiple data centers are experience the issue.

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Based on the Twitter updates, and some servers coming online- they are making progress. WOOHOO!

Thank you SS for all the hard work.

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Our server was up and running again for the past couple hours and guess what... back to "unknown" status.  I'm trying to hard to be patient here but its tough at this point.  Our ARK server and 7DTD servers (both through SS) are working just fine but this one is a whole different story.   Im seriously thinking of running the Conan server with a different provider at this point.

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Based on the Twitter updates, and some servers coming online- they are making progress. WOOHOO!

Thank you SS for all the hard work.

Maybe.  Our server was back online for a couple hours after being offline around 15 hours and now everyone got dropped and can't reconnect again.

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