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Here was my last comment on this topic that has a bit more explanation:

Our community always has had mixed thoughts on a DPS meter. While I can personally see both pros and cons, since using any type of 3rd party program is against the rules, any potential and future change on this topic will be coming from Bluehole Studio.

(Also because 3rd party programs are not allowed for TERA, discussion of such add-on programs are against the forum rules. :( )


Greetings TERA Nation!

2014 brought a lot of changes to TERA . We introduced a new class in the reaper, new dungeons and gear in Wounded World and Fate of Arun, and pushed our level cap out to 65. We also killed a lot of BAMs, held our first Skyring Slam tournament, and our third Canyon Clash tournament. But 2014 is behind us now, and it’s time to talk about 2015.

First, let’s talk about the next additions to Fate of Arun. What’s better than storming a castle? Having a castle of your own, in the sky! We are introducing a new guild competition that lets guilds not only battle it out for top ranking, but also earn guild housing.

In the sky, where everyone can see it!

The competition has two methods for obtaining ranking points: one that is PvP-focused, and another that is PvE-focused. After the season is over, the top ten guilds on each path will claim their Skycastles (twenty castles, for twenty guilds altogether). Once your guild earns a Skycastle, you can then customize it and use your very own Pegasus master to get there.

That’s not all, though. A new instance - Sky Cruiser Endeavor - launches with both normal and hard modes, and some of our toughest bosses yet! Tier 6 gear selection expands, with Generation and Renegade equipment serving as the top tier. And you’ll also be able to “awaken” your gear and enchant it to +15. Only a few sets are eligible for awakening, but not only will your gear become more powerful, your weapons are going to look badass with their fiery wings.

All this lands on our shores by the end of February. So is there more? Yes!

As with most big patches, this one will have further class balance and dungeon changes. We will also be debuting the 5v5 version of Champions’ Skyring! It has both a solo queue equalized version and the standard team queue to serve in addition to the 3v3 queues.

Ok. Now that we’ve established what’s coming in February, I’d like to talk a little about timing and why February. We talk a lot about localization, but translation isn’t the only thing that happens for a patch like this to come over to North America (I wish it was). A lot has to change to make the game fit our needs, and those of our players. For instance, the GvG system for the Skycastles would only have been possible on PvP servers, because there are no strict PvE servers in Korea. In addition, we use different backend structures such as the account system and stores outside of the game that need to work together.

These, and many other things have to be changed just for us. As for our communication of the process—yes, it has to get better, and it’ll start with me. There’s a lot of community aspects we can improve on overall, but here’s what we’re going to do to start.

First, I’ll be joining Tonka on our Twitch streams more often—we’ll aim for a once-a month schedule for now. Some months I will be going over the next patch, and others I will just be answering questions while running instances or battlegrounds.

Next on the list are regular updates about community and game issues. The exact format isn’t finalized yet, but we’ll look to keeping you updated weekly. Specifically for Fate of Arun, part 2, we are publishing a series of posts that will expand on the guild competition, Skycastles, and the awakening system mentioned above.

Lastly, something that has less to do with communication and more with community. We will keep on sharing our community event plans for upcoming months, and this year you’ll see a commitment to running smaller-scale events more frequently. This means more egg thief-type events, buff events, and hunting events to keep things interesting. We’re also holding our first community costume design contest, which will generate an in-game costume! Details on this, and more exciting community events are coming soon.

And there’s a lot more TERA to come in 2015! The Dreadspire opens in March, a brutal tower arena where your nightmares come to life. Skyring Slam 2015 is also happening, and this year in the new 5v5 arena. And on the horizon, a new, (very big) gun-toting class!

With upcoming game content, more events, and more communication, this will be the best year yet and we are looking forward to enjoying TERA with you all!

-Treeshark
Good morning all,

Sometimes inappropriate chat happens. When you see it in game, please make sure to report it using the in-game function. When you see it on the forums, please use the forum report function. The moderation action may not happen immediately but we review every report and take the appropriate action. Thank you.

And everyone, let's avoid inflammatory or non-constructive posts. If you have nothing constructive to contribute to the thread, move on please.
We’ve made some changes to the launcher recently to specifically deal with corrupt/unknown file errors, and we hope it helps streamline the patching process for you when errors come up. I’ve outlined those changes below.

Auto-Repair Functionality
The launcher will now auto repair if it detects a problem with a patch file. The auto-repair functionality will only check against files in the patch and go get the correct versions. If your corrupt file is not part of the patch and exists somewhere else (you modded a file and now it’s no good); you will need to run the repair option manually. Once the auto-repair is over the patch will continue to download automatically. During this time the play button will be grayed out.

Repair Button Availability
Before if you encountered a problem with a file you could not get to the repair option. This has been corrected, and you will be able to repair if the patch or game download does not work.

Play Button Availability
The play button used to be selectable during the repair process. If you clicked play before the repair and patch process was completed you would receive error FFFF:FFFF until you did another repair and let it finish correctly. Moving forward the play button will be disabled until the repair and patch process is completed which should prevent the FFFF:FFFF error in this particular use case.

We hope these changes will eliminate some of the delays players experienced if they ran into a corrupt file error during patches. We will of course will keep an eye on the next major update to see how this is working.
Happy 2015!

We are finally going to get back into our Twitch streaming schedule, and we are going to start off this week with Treeshark as our special guest.

We will talk about Fate of Arun, events for this year, fun stuff for twitch, and more. Make sure to stop by, and you could win either a Aurum or Crimson permanent character mount!

Of course, we will be following the TERA stream with some ZMR fun, so make sure to stick around. We will be starting the stream at 3:00pm Pacific on our official Twitch channel. See you then!

-Tonka
Yams did a great job at answering OP's question quickly!

The account-wide mounts will work for any of your current and future characters. (You will be able to claim it through Item Claim's account tab.) More details on account-wide items and how to claim them can be found in our FAQ here.
Hello,

I understand that you've made multiple posts while waiting, but currently our response time is a lot slower than we'd like it to be due to the sheer volume of tickets we've been receiving throughout last month. We're at about a thousand tickets with approximately 4 days of turnaround time. Waiting isn't fun, we agree, we are doing the very best we can, but we are also a small company with ~50 people including all departments like HR. We will respond as soon as we are able.
I posted a topic on this support wait times a few days ago and unpinned it yesterday as it was sitting dormant. You can view that here.

We've experienced a lot of tickets since the recent release, and we are working as quickly as possible to reduce the backlog. New tickets keep coming in as well. Our rough response times are around 4 days give or take at the moment. We typically sit around 12-24 hours for tickets outside of major releases.

Your ticket has not been lost, it's just behind other tickets that also need replies. I realize this doesn't solve your issue, but I can assure you we will get back to you as quickly as we can.

Edited by: Solomon 1 minute ago
Indeed, we will announce the stream later today in our usual sticky in general and across our socials :)

Plot on 01/15/2015, 10:16 AM - view
Oh, I thought they'd just be class and dungeon guides. That's definitely nice, thanks.


I think we'd like to treat it as an open area. Yes, dungeon and class guides will probably be the majority, but if it's TERA related guide such as "TERA Lore Basics", and "TERA Lore Reaper" those will be accepted as well.

Plot on 01/15/2015, 10:12 AM - view
Since they're adding a media section, any chance of adding a Lore section? I've noticed in other regions they give background to some of the Gods that I've never really seen here.

That's not to say these changes aren't fantastic because I'm looking forward to them.


One of the features is that there will be a guide section, and here you can create guides, lore background, etc. At least, that's the plan.
Edited by: Solomon less than a minute ago
Biju on 01/15/2015, 09:43 AM - view
Hi, I'm following up to see if you guys had any update on phase1 of the project regarding the new forum. Is this something you are still working on? :)

Biju


Funny -- I was going to post an update on this soon. We ran into some issues that caused some delays. It's not looking like we'll hit January. February is a maybe. It just depends if we can solve some critical issues in time.
Okay, so it looks like this only impacting a portion of players (Yay You!). To get rid of it folllow these steps.

1. Make sure TERA game client is not running. The launcher can be on, but the game is off.
2. Open a file browsing window and type in %appdata% to get into the appdata folder. The folder directory will look something along the lines of C:\Users\username\AppData\Roaming
3. Find a folder named Tera_Awesomium
4. Delete the folder.
5. Launcher the game client and the window should be displayed correctly.
We will look into this.
I've sent you a PM to discuss the reasons for you block, and how that will be handled. The reason support has not replied to you is that there is a backlog of tickets we are working through. We are replying to the tickets as quickly as possible, but there is a delay at the present time.
Gums on 01/15/2015, 09:05 AM - view
Box 200 Fashion Coupons = 400 Federation Bill = TRADABLE
400 Fashion Coupons = 400 Federation Bill = UNTRADABLE

Thank you for explaining it. :)
The maintenance is complete. Thanks for your patience, all.
I'm afraid we currently don't have a plan to offer TERA for macs. :(
Folks, if there is an issue with the elite status promotion being canceled without a reason, please make sure to contact our Support Team. As long as we can verify that you've had the active subscription or attempted to purchase the elite status before the promotion ended, we'll help sort things out.
While it's always fun to get to know fellow TERA players, I'd like to encourage all to focus on the experience of getting to know another person. It's always better not to make generalizations, everyone is different and that's what makes the experience of getting to know someone so special. <3
Ed_tctf on 01/14/2015, 10:58 AM - view
Got the same problem here. I've been told that I'll be charged automatically in 30 days but that didn't happen and I lost my 9.99 $ elite. Could administration help me solving that problem, please? And I can't send a ticket. When I press on support button the next message appears (500 Internal Server Error
If you are the administrator of this website, then please read this web application's log file and/or the web server's log file to find out what went wrong)

What browser and version are you using? Could you try using a different browser? Currently I'm not seeing many instances like this so trying to figure out what's happening.
We will be performing a server maintenance starting at 7 a.m. PST tomorrow, January 15.

• New items will be added to the Federation Bill store
- Adding: NPC summoning scrolls, Fashion Coupons / Fashion Coupon Loot Box, fiery halo (30-day)
- Removing: temporary dyes, Halloween Glasses, Jack-O'-Lantern Glasses
• Welcome message window will be displayed.

All servers will be under maintenance starting at 7 a.m. PST on Thursday, January 15.

• Mount Tyrannas - PvP
• Lake of Tears - PvP
• Valley of Titans - PvP
• Tempest Reach - PvE
• Ascension Valley - PvE
• Celestial Hills - RP PvE

Thank you for your patience.
(Guys, if you see anything inappropriate, report and move on please. Let's focus on the topic and not derail a thread.

Also, if you encounter in-game harassment issues, please make sure to report it so that we can take the appropriate action. The forums are not a place to sort it out.)
As long as we can verify that the elite status's auto renewal was active or we can view the purchase attempts before the deadline, we will take care of it and help resolve the issue. Our response time is slower than we want it to be due to the high volume of tickets we've received (please see the pinned thread more details), but we'll respond as soon as we can.
Since you've already taken the steps I could think of suggesting, could you contact our Support Team? Our Support Team provide personalized technical help through tickets as well, and will respond as soon as they are able to.
Hayken7 on 01/13/2015, 01:28 PM - view
I see that GM are taking the time reading the posts and answear our questions. Could u answear this. Are we getting some events while waiting for the patch or is just going to be dead time? I bet many people wants to know that.


It depends on the type of event, but I'm not sure if an event will run between now and the next update. My guess is yes, based on the frequency of events that we typically run but I can't gurantee it. It also depends on the type of event too.There might be a contest or something along those lines. We'll of course announce them we they are coming up.
Mukanai on 01/13/2015, 11:57 AM - view
I'm sorry but I have a hard time believing that. That would mean roughly 10k words per quest. I used http://www.lipsum.com/ to generate a 10k word page and there is no way the average tera quest is that long. ;p


If it was just quests that would be great, but its items, UI, achivements, abnormalities, guild housing, etc, etc.
Mukanai on 01/13/2015, 11:24 AM - view
Wouldn't that include like tons of new quests and items and stuff? my problem with it is the fact that we really aren't getting anything with tons of stuff that needs to be translated/localized in the first place.


It depends on your definition of "tons". 2 & 3 is roughly 30k words.
(Let's not get personal, folks. :( The internet is a great place for advice, but always take it with a grain of salt.)
(I like salt and pepper as much as the next person as condiments, but this does belong in Off-Topic. :) )
Locking this thread as I've created another thread explaining this in further detail.
Mengas on 01/13/2015, 08:57 AM - view
I have a question , so that we could get content faster and get closer to KTERA cant you guys get these localization files or w/e months before and work on it to speed up?

Example : KTERA will soon get VM5 patch , we still wont have Phantom Tower and Arcane enginner , cant EME ask for the build of both Tower and Enginner and start to work on it getting like 2 months just to translate and 1 month to BHS send it back localized? This would speed us up , yeah we would have less time to enjoy this content , but getting near what KTERA has seens more important for many.

Next month or march when you release phase 2 and 3 try to grab a bit more work from BHS to put your market close to then , try to ask then if its possible and explain that your market want to be closer to then like 2-3 months behind only would be cool , not or current 6-8 months behind.


This seems to imply that the translations and localizations sit dormant before we ask for them, or they wait until we ask. That is not the case. We get them when they are done. It's also worth mentioning that some updates contain much more to localize -- sometimes double or triple the size of others. This all equates to time on every piece of the process.

I'll also add that my original post of the process is already simplified. It's much more complicated and there is more back and forth than just those communications outlined. So, for those trying to simplify it further, that's actually not possible but I understand the sentiment. We'll always look for effeciencies in the process.
Edited by: Solomon 2 minutes ago
Starting a new thread to cover this topic specifically. For the original announcement please view the previous thread.

Launch Date Clarification
We don't have specifics yet, but at Minea mentioned in the previous thread we expect a more detailed date later this week or next. I can say we are shooting for much sooner than end of March. That's an end date. We hope to hit February, but it's just a bit early in the process. We'll know more here in the next week or so.

Sitting on Content
For clarification purposes, we are not sitting on content. We don't have the next Fate of Arun build yet. As mentioned before 2 and 3 are being combined for us and we are releasing it together. We don't expect to get a build until the end of January.

What is EME Doing?
Preparation for the build begins before we receive something that is playable. In this case, at the end of December we received the localization files for the Fate of Arun 2/3 update. These include all the text, items, new skills, etc that will be in the build. We have to go through 10s of thousands of lines and localize them for NA. This process takes a couple weeks. Throw in the holiday, and we are looking at finishing that process today.

Once that is complete we send it back to BHS, and they can package that with the build and get it to us. This process takes a bit of time as well. Once we receive that build we begin the QA process. Now, this part is really subjective. It could be done quickly or take longer depending on bugs. Our goal is to make sure you get playable, quality content as quickly as possible. While this is going on, we also get fixes, and updates to the existing content which go through a similar, albeit much shorter process.

That's the gist of where we are at. We know that waiting isn't fun. We are excited about all the upcoming releases, and we'll do what we can to make sure they are out as quickly as possible.
Edited by: Solomon 1 minute ago
Hmm. I think this topic can be combined with some other existing threads on the forums.

Also I'm a bit weary of some of the comments regarding where people are from / live. This type of comments( x person is from y and exhibits z behavior) is usually discouraged.
Folks, you already know that we are reading your feedback. You also know that all of the posts expressing disappointment/anger are okay and they remain in the thread. However, posts that are against the forum rules making personal attacks, goodbye/quit contents, discussing moderation, etc. are not okay. You really should know the difference by now, especially the veteran forum posters. Please follow the forum rules and keep the thread focused on the actual topic instead of derailing.
TruthBeforeBan on 01/12/2015, 04:08 PM
There's a reason why everyone is upset. Why? Simple. No one would ever have renewed Elite if they knew patch was coming out at the end of March. The real scheme behind this is the fact that everyone is paying $10 a month and really can't cancel due to the fact that if they do, they'll have to pay $15. I understand TERA is a 'Free-to-play' game and anyone can cancel, but EME is a business 'for-profit'. I can't argue that they pretty much took advantage of everyone into a deal.
Secondly, let’s realize that the post towards a gm's comment was removed off of Redit along with the person who commented that. How awesome to cover the tracks. Too bad screenshot programs exist.
http://gyazo.com/cee26575c7637c5037a78b47a88470d4
http://gyazo.com/2374947c01e2f0704eff412aa7ed7fc4
Thirdly, mostly everyone who is upset has posted quite the constructive criticism towards the issue at hand. Not to mention so is my post but hey! It'll probably get removed too. i.e why my name is this.
Fourthly, in all honesty there is no fourth note. I'd just be surprised if this was still on this forum thread longer than 5 minutes.

Hello,

You can see all of comments by Treeshark in the AMA thread (just do a search with keywords), so your comment incorrect.

Also I see that your accounts were banned for botting. Please note that creating/using an alternate forum account is also against our rules. :(
Edited by: Minea 1 minute ago
Minea on 01/12/2015, 03:30 PM - view
Hey all,

As said in the first post, the rest of the Fate of Arun is scheduled before the end of March.We are sharing the progress as we narrow them down and we will continue narrowing the window down to share more details and more specific information this week. Example: First half of 2015 &gt;&gt; before the end of March &gt;&gt; more specific date later.

Also, let's stick to constructive posts. Making a post expressing your opinion is okay. However, you guys already know making personal attacks or non-constructive posts are not. Please follow the forum rules.


Floating this to top too.
Hey all,

As said in the first post, the rest of the Fate of Arun is scheduled before the end of March.We are sharing the progress as we narrow them down and we will continue narrowing the window down to share more details and more specific information this week. Example: First half of 2015 >> before the end of March >> more specific date later.

Also, let's stick to constructive posts. Making a post expressing your opinion is okay. However, you guys already know making personal attacks or non-constructive posts are not. Please follow the forum rules.
Edited by: Minea 2 minutes ago - Reason: formatting
On the Battleground Teleport Bug

We will implement a patch with tomorrow morning’s maintenance. We expect the patch to fix this issue, but due to the random occurring nature of this bug we cannot be 100% sure that this will never happen again. So in addition to this fix, we have made it so whoever encounters the teleport bug will not receive the dropout debuff. Because of all this, we will not be reducing the overall debuff time as previously indicated.

Next Phase of Fate of Arun

The rest of the Fate of Arun will be combined into one patch for us, and is currently scheduled to go live sometime before the end of March. As always, we will share more specific timeline / information as we get near the date. We will follow up within a week on more details for you all.
Edited by: Minea 3 minutes ago
User Authetication Failed displays when there is a block on your account. In your particular case there were chargebacks filed which have to be resolved before the account would be reopened.

AnonymouZero on 01/11/2015, 06:45 PM - view
thx for this fix. i've heard it only works "temporarily" so when and if, i will check out the charles proxy stuff, so maybe i can do my bit to help as well


The fix is only temporary, but in a different sense that what some may think temporary might mean. When you edit your host file you are forcing your computer to specifically get your TERA updates from a specific location. If that location starts having a problem or goes away then you will encounter issues again. The problem is we don't know when that may happen. CDNs (companies we work with that deliver our games and updates to players) don't necessarily inform us when they take one server down or replace it with a new one.

We will hopefully have this corrected with our CDN in the near future (hesitate to say soon), and then I would strongly suggest removing that line from host file once we do so you don't run into the situation I described above.

I also highly suggest that you be very careful and save a copy of original host file. If you accidentally make wrong changes, or delete a line you shouldn't it could cause issues with all of your internet routing, and not just ours.
I think there is value in sharing more information with the rest of the community, but I do wish you would have chosen a slightly different angle/wording to convey your point clearly. :(

Also while forum participation/posts are not really essays.., we do encourage everyone to make thoughtful and constructive posts as the reason the forums exist is to help grow our TERA community. Thanks.
(The post edit button is there in case you make a mistake, please don't make a habit out of it as this clutters and disrupts the thread/discussion. Take this as your formal warning please.)
(Keep all posts constructive please. If you've nothing constructive/helpful to add to the discussion, move on.)
Please find a more suitable subforum for this next time. Also, I do find that your use of offensive language is unnecessary and excessive for the forums, so please take this as a warning. Thanks.
I've also received some PM's too. :(

Thank you for letting us know, Vanilla!
Currently the teleport function into the battleground does not always teleport the players. Some of the possible factors mentioned on the forums (queueing from the new regions, using the Find Group button, or partying with anyone who queues from the new area or using the Find Group button, etc.) have not given us the consistent result that would identify them as the cause.

We have restarted the party matching server just a bit ago to try out a possible improvement, and are interested to hear its effect. And to those who sent us your information we requested to help us track the issue down further, thank you! We have been working with Bluehole Studio to address this and this is still our top bug priority. We hope to receive a test fix sometime next week and will share more information on the progress after.

Until we implement a fix, we will be decreasing the duration of the dropout debuff. This temporary change will begin after the all server maintenance on Tuesday morning, January 13.
Edited by: Minea 1 minute ago
Redirecting to the updated information in the pinned thread.
Redirecting to the pinned thread: http://tera-forums.enmasse.com/forums/general-discussion/topics/Experiencing-the-Launcher-Loop-Issue
Hello everyone,

While we are continuing to work with our provider to address the issue, here is our suggested workaround by editing the hosts file:

Suggested Workaround for Launcher Loop

1. Open the Windows Start Menu and type "notepad" into the search bar
2. Right-click the Notepad application and select "Run as administrator"
3. Press "File" then "Open..." from the toolbar
4. In file location field, input "c:\windows\system32\drivers\etc" and press enter
5. Change the file type to "All Files" then open the file called "hosts"
6. Add the following line to the end of the file: 23.216.11.115 patch.tera.enmasse-game.com
7. Save the file (replacing the old hosts file)
8. Restart the TERA Launcher

--------------------------------------------------------------------

The above workaround should fix the loop. However, we are also looking for more information from our community members who are experiencing the issue.

Requested Information from Forums: Packet Capture for Launcher

1. Install a packet capture program such as http://www.charlesproxy.com/
2. Run the program.
3. Start a packet capture targeting whatever adapter you are using.
4. Start the TERA launcher.
5. Verify issue occurring: launcher restarting loop
6. Stop packet capture and save.
7. Please send it to our Support Team with the ticket title "Requested Information from Forums: Packet Capture for Launcher".

We appreciate your help!
Edited by: Minea 2 minutes ago
If you haven’t read the previous update, you may want to do so.

Backlog and Wait Times
The backlog of tickets has remained steady and we are still around 750. Going into the weekend, I don’t expect we’ll make much progress on it, but we will start to reduce it next week. This means wait times will remain around 3-4 days for short term, and I don’t expect us to hit a 24 hour or less response time by January 12 as previously thought. It’s tough to say when that will happen, but trends are looking positive. It’s just going a bit slower than anticipated. We are still keeping an eye on the new tickets to see if any issues come in that need immediate attention.

I expect the next update sometime late next week or early the following. We’ll keep plugging away at the backlog until they are all answered.
Edited by: Solomon 2 minutes ago
Thank you so much for the PM and for answering my followup question! <3
If you encounter the bug, can you please send me a PM with the requested information? It'd be really helpful because it's been difficult to narrow down the common factors in the reports we've been receiving. We appreciate it!

Character & server name + specific time (please give us a 30-minute window or more. The more specific it is, the better!)


Want to make a statement while traveling? TERA's newest mounts allow you to do just that! Crimson, the fiery red dragon, and Aurum, the golden dragon are now available for direct purchase in the TERA store, or try your luck with a dragonrider box to get a mount that replenishes MP, HP, or Stamina!

These dragonrider boxes are guaranteed to contain a semi-enigmatic scroll and may contain a fiery dragon mount:

• Crimsonspring Dragonrider Box: Crimsonspring replenishes your MP.
• Crimsonstorm Dragonrider Box: Crimsonstorm grants HP recovery.
• Crimsonheart Dragonrider Box: Crimsonheart rejuvenates your Stamina.

These dragonrider boxes are guaranteed to contain a semi-enigmatic scroll and may contain a golden dragon mount:

• Aurumspring Dragonrider Box: Aurumspring replenishes your MP.
• Aurumstorm Dragonrider Box: Aurumstorm grants HP recovery.
• Aurumheart Dragonrider Box: Aurumheart rejuvenates your Stamina.

These mounts are available now in the in-game and online TERA stores.
Edited by: Minea 4 minutes ago
This is complete. Thank you.
Good morning,

We will be performing a brief web store maintenance today.

Time: Today at 11:10 a.m. PST

During the maintenance, item and EMP purchases through the web store will be unavailable.

The approximate downtime is 30 minutes. Thank you for your patience.
Edited by: Minea 1 minute ago
Today.
I chuckled at OP's edit reason. It's alright. We still love you.
Our Support Team will respond as soon as they can.


(As for the teleport bug, if you've recently experienced it, could you PM me with the specific time (Idealy I'd like a 30 minute window with the timezone) + character and server names? Thanks!)
We took an action and this shouldn't be happening anymore. Arlux, could you let us know if you still encounter this?

For technical issues, if our suggestions listed on the official FAQ's don't resolve the problem, contacting our Support Team is the best route as they are the experts who provide technical support. . We'll do our best to respond as soon as we can: http://support.enmasse.com/tera Thank you.
OP, I understand that you're expressing your concerns, but I do think a more careful thread title would have helped avoid some of the replies in the thread. Please consider it next time.

And for others, while OP did have a less-than-ideal thread title, I believe it was unintended. :)

A slightly different topic came up so I want to address that to before I close the thread. For the ways En Masse communicates upcoming content and our wish to improve the information share, please refer to the following portion of my post from yesterday. It also adds a bit more background information on the different factors:

Sharing More Information on Upcoming Content

In terms of sharing more information regarding the future, this is something that we are constantly thinking of ways to improve. While KTERA will always be the best source of game development-related information due to the developer being Bluehole Studio in Korea, we’d like to think that with En Masse’ slightly different approach in having an active presence and interaction daily in all of the channels listed above helps and is something that we all value.

Due to the many factors in getting information ready to be shared (translation + localization (some skill/descriptions still got changed after we shared them on the forums for Fate of Arun), versions of the game (it isn’t an exact patch-by-patch transfer, so there are many things that will get tweaked and changed before they become our game), synchronizing marketing efforts to ensure our TERA news reaches the most and best spotlight, and the possibility of timeline moving + communicating them), we usually start with the most broad type of information and time period to a more specific ones as we work through the process of game publish. Our aim is to prevent confusion and reduce the use for resources spent on re-communicating the changed information, but we agree that it is a balance that can always be improved. :)

In the past we have utilized webpages, multiple Twitch previews, producer AMA’s, articles/interviews and imagines/videos. For Fate of Arun, in addition to these, we have tried to increase the venues of sharing more information by directly sharing the content update information on the forums and socials. Information on new skills, glyphs, instances, and systematic changes such as gear tiers + enchanting changes were included. We were happy to see the excitement from our community from these and this is something that we want to continue and expand in the future.

--------------------------------------------------------------------------------------------------

(Off-topic for those who are interested in languages, a bit of a personal comment on translation ^_^ :

I used to work as a translator/production assistant at En Masse before I moved to the Community Team, and translating is not an easy task - especially between languages so different like Korean or Japanese vs. English. For an English speaker, Korean is one of the hardest languages to become fluent in due to the many differences and this is why automatic translations often gives you such atrocious results. When and how do you decide to use different words of the same meaning when you want to say hello? Hello? Hi? Greetings? Salutations? Good morning? What's up? 'Sup? G'morning? Hey? Hey there?...

Also considering the fact that these require heavy game knowledge (not just in general but specific game knowledge in addition to that), this is not something that a lot of people can easily handle. It's sort of like you can speak in a language fluently but outside of the topics you're familiar with, you won't be as effective or efficient in communicating your point. Translation adds another layer on this, not to mention the language difference mentioned above.

All in all, it's always amazing for us to see our community using their talents with the rest of the TERA community whether it be through language, art, information, leadership skills in guild, etc.)
We know that our community wants the old remodeling system even if it's offered in a different shape or form and this is what we want as well. However, as stated in the first post, this is not a viable option. (Please see the explanation and additional edits on the first post for more information.)

We will continue to convey and support the idea, but it's time to close this thread.


On Tuesday, January 13, right after maintenance, the Wintera holiday battleground will depart for another year. Don’t miss out on your final opportunity to throw snowballs at your friends and enemies this winter season.

January 13 is also the final day to open your golden gift boxes from this holiday season. Any golden gift boxes that remain unopened after January 13 at 11:59 p.m. PST will be replaced with a Santa suit. Santa suits will be received by January 20 at 11:59 p.m. Pacific.
Good afternoon!

You may have noticed that we weren't as nearly around as much during the holidays and hope that everyone else enjoyed their winter holidays as well. Still, our Support Team (= GM’s) has been working really hard to respond to folks who need technical & game-related help. (No New Year's day off for the Support Team though. More information on our Support updates by Solomon can be found here and here.)

First, it's always wonderful to see such thoughtful and well written post. It's really appreciated and we are thankful for such constructive posts that help us understand better.

That said, there are a few things that I want to add to clarify, so bear with me please for a little while. :)

Events and the Ways We Communicate and Interact

We try to make impactful events and a game environment that supports the interests of our community. We’ve tried out many different events & activities over the years and some of them not much present in other games - sometimes to a great success and sometimes not so much. Among the most enjoyed and memorable events from last year, the BAM Killer event comes to mind since that was one of the events that needed the most amount of coordination for us, and my personal favorite was the Community Breakfast during PAX Prime where we got to meet our community in person(!). For some of our events, we plan to host annually (Skyring Slam and Canyon Clash tournaments, for example), some activities we want to polish a bit before we try it out again. (Anyone remember the ‘Speak like a pirate day’ quiz event or mystic mote tic-tac-toe from long, long ago? The intent may have been good but we will need to make adjustments to make it a more positive experience for our community.)

Support Team (GM’s) vs. Community Team vs. Others

As a small company based in Seattle with around 50 people altogether, we try to provide as many ways of communicating with you without lowering the quality of our service. Our Support Team (= the GM’s) has always done the best to provide the level of service that we think our awesome community deserves, as their responsibility is to provide game (ex. Stuck in game, deleted items, etc.) and technical issue-related (ex. can’t get into the game) support.

On the other hand, the Community Team (Tonka, Harmonia and I (who are not GM’s)) has grown from a team of 1 to 3 to increase the interaction with our community over the years. Having the Official TERA Forums that we actively post and/or gather feedback every day, being present on Reddit/Steam and other social channels (Facebook, Twitter, etc.), and last but least, creating/maintaining visual content through Twitch and for Youtube. We use all of these channels to interact and share information, whereas we utilize the launcher and website news posts to primarily provide information and announcements.

You’ll see the Community Team more frequently than others on the forums, but they aren’t the only ones. Treeshark (TERA producer) and Solomon (Sr. Director of Live Services) actively engage on the forums as well as others who read them daily. Furthermore, some members of the community have been privately contacted in the past and present (both in game and outside of the game) to provide additional feedback in general and specific feedback, which we found extremely helpful, and we will continue to do so. (This can also be from the other side as well. Always, always feel free to PM me on the forums with the topics you want to share your feedback with please! I may not always have the time to reply quickly but every single PM is read.)

Sharing More Information on Upcoming Content

In terms of sharing more information regarding the future, this is something that we are constantly thinking of ways to improve. While KTERA will always be the best source of game development-related information due to the developer being Bluehole Studio in Korea, we’d like to think that with En Masse’ slightly different approach in having an active presence and interaction daily in all of the channels listed above helps and is something that we all value.

Due to the many factors in getting information ready to be shared (translation + localization (some skill/descriptions still got changed after we shared them on the forums for Fate of Arun), versions of the game (it isn’t an exact patch-by-patch transfer, so there are many things that will get tweaked and changed before they become our game), synchronizing marketing efforts to ensure our TERA news reaches the most and best spotlight, and the possibility of timeline moving + communicating them), we usually start with the most broad type of information and time period to a more specific ones as we work through the process of game publish. Our aim is to prevent confusion and reduce the use for resources spent on re-communicating the changed information, but we agree that it is a balance that can always be improved. :)

In the past we have utilized webpages, multiple Twitch previews, producer AMA’s, articles/interviews and imagines/videos. For Fate of Arun, in addition to these, we have tried to increase the venues of sharing more information by directly sharing the content update information on the forums and socials. Information on new skills, glyphs, instances, and systematic changes such as gear tiers + enchanting changes were included. We were happy to see the excitement from our community from these and this is something that we want to continue and expand in the future.

(For now, the time period that we are sure of for the second phase of Fate of Arun is in the first half of 2015. It is still a sizable content patch, so we will communicate with a more specific date as we get more information.)


TL;DR = We have been trying to increase the ways we communicate with our community and will continue to do so.

In this long post, what we really want to convey here is that En Masse is here for our community. TERA is a global game that spans multiple territories and versions, but we will always do our best to grow and support our community. That is our goal, first and foremost.

Again, thank you for a well-written post and the constructive replies. It is what the Official TERA Forums were created for, to communicate and interact with our community on a daily basis. We will continue to welcome your feedback and listen to our community feedback to improve.
Good afternoon!

You may have noticed that we weren't as nearly around as much during the holidays and hope that everyone else enjoyed their winter holidays as well. Still, our Support Team (= GM’s) has been working really hard to respond to folks who need technical & game-related help. (No New Year's day off for the Support Team though. More information on our Support updates by Solomon can be found here and here.)

First, it's always wonderful to see such thoughtful and well written post. It's really appreciated and we are thankful for such constructive posts that help us understand better.

That said, there are a few things that I want to add to clarify, so bear with me please for a little while. :)

Events and the Ways We Communicate and Interact

We try to make impactful events and a game environment that supports the interests of our community. We’ve tried out many different events & activities over the years and some of them not much present in other games - sometimes to a great success and sometimes not so much. Among the most enjoyed and memorable events from last year, the BAM Killer event comes to mind since that was one of the events that needed the most amount of coordination for us, and my personal favorite was the Community Breakfast during PAX Prime where we got to meet our community in person(!). For some of our events, we plan to host annually (Skyring Slam and Canyon Clash tournaments, for example), some activities we want to polish a bit before we try it out again. (Anyone remember the ‘Speak like a pirate day’ quiz event or mystic mote tic-tac-toe from long, long ago? The intent may have been good but we will need to make adjustments to make it a more positive experience for our community.)

Support Team (GM’s) vs. Community Team vs. Others

As a small company based in Seattle with around 50 people altogether, we try to provide as many ways of communicating with you without lowering the quality of our service. Our Support Team (= the GM’s) has always done the best to provide the level of service that we think our awesome community deserves, as their responsibility is to provide game (ex. Stuck in game, deleted items, etc.) and technical issue-related (ex. can’t get into the game) support.

On the other hand, the Community Team (Tonka, Harmonia and I (who are not GM’s)) has grown from a team of 1 to 3 to increase the interaction with our community over the years. Having the Official TERA Forums that we actively post and/or gather feedback every day, being present on Reddit/Steam and other social channels (Facebook, Twitter, etc.), and last but least, creating/maintaining visual content through Twitch and for Youtube. We use all of these channels to interact and share information, whereas we utilize the launcher and website news posts to primarily provide information and announcements.

You’ll see the Community Team more frequently than others on the forums, but they aren’t the only ones. Treeshark (TERA producer) and Solomon (Sr. Director of Live Services) actively engage on the forums as well as others who read them daily. Furthermore, some members of the community have been privately contacted in the past and present (both in game and outside of the game) to provide additional feedback in general and specific feedback, which we found extremely helpful, and we will continue to do so. (This can also be from the other side as well. Always, always feel free to PM me on the forums with the topics you want to share your feedback with please! I may not always have the time to reply quickly but every single PM is read.)

Sharing More Information on Upcoming Content

In terms of sharing more information regarding the future, this is something that we are constantly thinking of ways to improve. While KTERA will always be the best source of game development-related information due to the developer being Bluehole Studio in Korea, we’d like to think that with En Masse’ slightly different approach in having an active presence and interaction daily in all of the channels listed above helps and is something that we all value.

Due to the many factors in getting information ready to be shared (translation + localization (some skill/descriptions still got changed after we shared them on the forums for Fate of Arun), versions of the game (it isn’t an exact patch-by-patch transfer, so there are many things that will get tweaked and changed before they become our game), synchronizing marketing efforts to ensure our TERA news reaches the most and best spotlight, and the possibility of timeline moving + communicating them), we usually start with the most broad type of information and time period to a more specific ones as we work through the process of game publish. Our aim is to prevent confusion and reduce the use for resources spent on re-communicating the changed information, but we agree that it is a balance that can always be improved. :)

In the past we have utilized webpages, multiple Twitch previews, producer AMA’s, articles/interviews and imagines/videos. For Fate of Arun, in addition to these, we have tried to increase the venues of sharing more information by directly sharing the content update information on the forums and socials. Information on new skills, glyphs, instances, and systematic changes such as gear tiers + enchanting changes were included. We were happy to see the excitement from our community from these and this is something that we want to continue and expand in the future.

(For now, the time period that we are sure of for the second phase of Fate of Arun is in the first half of 2015. It is still a sizable content patch, so we will communicate with a more specific date as we get more information.)


TL;DR = We have been trying to increase the ways we communicate with our community and will continue to do so.

In this long post, what we really want to convey here is that En Masse is here for our community. TERA is a global game that spans multiple territories and versions, but we will always do our best to grow and support our community. That is our goal, first and foremost.

Again, thank you for a well-written post and the constructive replies. It is what the Official TERA Forums were created for, to communicate and interact with our community on a daily basis. We will continue to welcome your feedback and listen to our community feedback to improve.
(I was about to post my reply but saw some comments that needed to be clarified.)

Kirsch and Fierce,

I want to clarify that there is a difference between getting the information changed or not having the correct information at the time vs. "spreading misinformation". Sometimes we don't know the answer and sometimes what we know is incorrect or they even change. We always try our best but we are human, and in case we make mistakes we do our best to re-communicate so that things are not taken out of the context.

And Kirsch,

There is also a difference between constructive criticism vs. name calling / personal attacks. The latter is not an acceptable behavior no matter who it is towards to. Please take some time off. :(
(This is your official warning for making inflammatory comments and personal attacks. This type of behavior is not acceptable and there will be no further warning. I'm locking this thread now.)
Creating an alternate forum account is a no-no. Don't do this please.
We do not condone this behavior as En Masse is a separate publisher. If anything goes wrong, there will also be no way to track anything.

Also, I'll be changing your forum identity as creating a forum identity in a non-English language that is a swear word is a no-no. :( Please follow the forum rules and PM me with an appropriate name of your choice.
We're planning to extend the Wintera battleground to next week's maintenance (Tuesday).

Sorry that it was accidentally omitted. We'll also announce it in a news post tomorrow.
Hello,

From our TERA Steam FAQ here:

What countries and regions can play TERA?

En Masse is licesnsed to published TERA in North America. While we do not restrict game access for all countries outside of North America, some players with En Masse accounts who are able to play TERA may not be able to see it in Steam due to their location.

Players who are currently playing TERA and do not have access on Steam due to their location may continue to play TERA but will not be able to play through Steam.

Details on the available regions for the North American TERA service can be found here.
Good afternoon,

I'd like to remind you that we do not encourage overly dramatic and offensive posts such as this, which has personal attacks and name calling as well as inflammatory content (-> These are against the forum rules.)

What is helpful is constructive criticism of the game, so next time, please consider wording your post in a following manner:

example summary of a post content suggestion:

Kumasasylum used to be the best way for a and b, however this is no longer viable or worthwhile due to c. This is discouraging players to queue for Kumasaslyum because of x issues. How about making y and/or z changes?
We'll test our CDN's and are hoping to address the issue today. Thank you for letting us know.
Good morning!

The full list of regions supported by TERA published by En Masse can be found here.

That said, Japan is not one of the included regions due to license and security reasons.
I actually talked to GM Araya this morning.:)


(In the future though, let's not do callouts on the forums as this is against the forum rules. Thanks!)
Happy New Year! It’s been about 10 days since my previous update and I’d like to get everyone up to speed on where the EME support team is at now.

How Long Should I Expect to Wait?
We’ve reduced the ticket backlog from about 1,100 to 640. The wait time is still roughly 3-4 days for a response, but that will start to fall pretty quickly as our backlog comes down. If our current trend maintains, I expect 24 hour response times or less by Tuesday, January 12.

Live Chat is Back.
For our Elite and Founder players; live chat has resumed its normal hours of operation. Live Chat is available Tuesday – Saturday between 11am – 7pm pacific.

What Else?
Thanks again for being patient with us. We won’t stop until everyone has been answered except for nap times, second breakfasts, and of course…Elins.
Edited by: Solomon 3 minutes ago
MegaMouseGW on 01/02/2015, 03:21 AM - view
Everytime you update a ticket you get an automatic reply. Everytime you update a ticket it gets stuffed back to the bottom of the pile. You have to give support some time to respond.


This is absolutely correct. You send a response and our systems let you know we received it by sending an automated reply. The current wait time for our support team is roughly 4 days at the moment. With the recent expansion and holidays our volume of tickets increased, but it is coming back down.

So, if your friend submitted a ticket we will get to it as quickly possible.
Edited by: Solomon less than a minute ago
Seems like some clarification is needed here…

We are not releasing the dress because it is bugged. It has nothing to do with how revealing the dress may be. If the dress functioned correctly we would sell it.
Seems like some clarification is needed here…

We are not releasing the dress because it is bugged. It has nothing to do with how revealing the dress may be. If the dress functioned correctly we would sell it.
(Moving to Player Guide section and pinning. Thanks! :D)
Please don't discuss client alteration on the forums as it is against the rules.

As for you, OP, I recommend hitting the escape key quickly.

Maybe like this.



(tumblr credit)
I actually located your ticket, so I will respond to that now.
Hi,

I can probably help with this. I'll need to know the name and server of your character, so that I can move him/her. This usually corrects the problem allowing the character to be used again.
Just to update everyone, we're aware of the issue and are working to address the problem.Hopefully it will be corrected in our next maintenance.
It may be that you are not logged in to Windows under a profile that has administrator privileges. To check this, follow these steps:

Start --> Run --> Control UserPasswordS2 --> Double click on User Name --> Group Membership --> Change From Standard User to Administrator --> Apply --> ok --> Log off --> Log in

If this does not resolve the issue, please go ahead and submit a support ticket so that we can assist you further.
Minea on 12/22/2014, 05:19 PM
Thank you, we're looking into this with Bluehole Studio's help.


This is something that we're working with Bluehole Studio to fix. We want to get this fixed as soon as we can too. :(
Thank you for letting us know. Stopping by to say that this is something that we're looking into so that it will be a better experience for all of us in the near future.
Sometimes we make a difficult decision on a topic considering how something detracts from others' gameplay experience as well. It doesn't mean the decision is perfect or ideal - I'm afraid this and the signs may be the two examples on choosing something that's better than another option. We're not happy about it either (it's my personal favorite too), but for dragon fireworks we'd rather choose someone not having a cool firework over others not being able to log in or play the game well for the time being as this is not something that we can fix ourselves. :(
We currently have no plans to add the dragon fireworks back. And this cooldown time was added due to some players abusing a glitch creating issues for other players.
Ginjitsu on 12/22/2014, 04:45 PM - view
What about New Years Eve?


Support will be here on New Years eve and day. Disclaimer: We take no responsibility for incoherant responses.
Thank you, we're looking into this with Bluehole Studio's help.
I'd like to add that Chat will be open Tuesday 12/23/2014, so if you need to chat with us do so then before it comes down on Wednesday 12/24/2014. We are also aware of a bug that is preventing Elite users from chatting. We hope to have that corrected tomorrow morning before chat comes up. If you have Founders status you are not impacted.
Edited by: Solomon 1 minute ago
Could you tell us which battlegrounds you experienced this with? (Other than Kumasylum someone mentioned above?)
In an effort to provide as much transparency as possible; it’s time for an update on the current state of En Masse Customer Support.

How Long Should I Expect to Wait?
Our ticket backlog is at roughly 1,050 tickets or an average response time of about 4 days -- give or take a few hours. Our team is working feverishly to get the ticket queue down as quickly as possible, but with the holidays our expectation is that this may take a week or two to get back to normal response times of under 24 hours. That being said, we are not happy with this response time, and we will not rest until all of our tickets are responded to accurately and appropriately.

Live Chat is Coming Down 12/24/2014[color]
Live chat will be down between 12/24/2014 – 1/1/2015. Service will be restored on Friday, January 2 at 11am Pacific. We are taking live chat down because it will allow the team to focus on all of the tickets and help every customer get a response more quickly. We’ve only had to do this for an extended period of time once before, and it helped tremendously. While we don’t like taking live chat down we feel that it is necessary to address our current backlog before it gets higher, and response times grow to longer than a week.

[color=deepskyblue]Closed for Christmas!
En Masse is closed on Christmas day, so there’s a good chance no replies to tickets will be sent on that day.

Sending Multiple Tickets
If you’ve submitted a ticket and have not received a response yet please be patient. There’s no need to submit a duplicate ticket as that will only increase the backlog. You can always update your ticket through http://support.enmasse.com/tera/tickets/status. We will see those updates when we open your original ticket.

What Else?
We plan to have some of the support staff keep an eye on new tickets that are coming into the queue so we can identify new issues that need to be addressed immediately. With the exception of Christmas our support staff will be on shift 24/7.

As always, we appreciate your patience.

TL;DR: Lots of tickets, we are working on them as quickly as possible, live chat coming down for a week, closed on Christmas, and Elins
Edited by: Solomon 1 minute ago
I was able to log into both servers (AV and TR) just now and see other players as well.

Could you try these suggestions on our FAQ please?
We're trying to address it with tomorrow's maintenance.

This type of behavior (glitching for fun when there are negative consequences) is discouraged to say the very least, FYI.
We are hoping to address this with tomorrow's patch. There will be a cool down implemented to prevent spamming, as well as some backend changes to prevent looping.
I believe this wasn't included in the first phase of Fate of Arun for KTERA either. While I don't know which build exactly, they'll arrive in the future builds.
Updates:

• Instance Reset Scroll doesn't work for the new instances. >> This is planned to be fixed with next week's patch. (KTERA's scrolls work differently from ours, they have different scrolls for different instances, which is part of why it took us a while to get the necessary information for an update. Sorry for the delay.)

• Some Vanguard daily quests don't display the reputation points confirmation you receive for completing them. (The reputation points are still being granted though.) Each of the reported quests for this display bug is granting the correct reputation points: Charge through Cannonballs, Take the Candy and Run, A Pirate's Life for Me.
(Hello! Please be a bit more mindful to not spam the forums as there is already an identical thread in this subforum. Thanks and good luck with recruitment!)
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