TERA Online dev tracker
All devs
Mr1ply on 05/14/2014, 08:55 AM - view
CS i believe is broken or temporarily disabled. i heard you can get into kumas tho. didnt try at all yesterday with any toon.


We heard about this yesterday, but this is not correct. CS is working just fine and there were reapers in it. None of the instances or BGs are down. Some of the queue times are indeed higher though. This will eventually come down.
Edited by: Solomon 7 months ago
We're monitoring the requested queues (we have a lot right now), so please try relogging to the game if it has not been delivered to the Item Claim after a few hours since you've logged into the game.
Hello,

For folks who've tried all of the suggestions listed in the first post but haven't had success yet, I really recommend contacting our Support Team with the trace route and diag report.

They will be able to provide personalized technical help with the details included in the reports and we will do our best to respond as quickly as we can. I'm afraid I've run out of troubleshoot ideas with my limited knowledge. :(
We still have a lot of requests to go through, but we've also gone through a lot of the requests as well since it's been working on. My hope is for the queue to improve significantly tonight as more and more are delivered.
A few folks I've been working with who's been having the most trouble seems to be with those stuck in the download loop and something's preventing the correct version's download (the latest patch is 26.04.En8, so if you have anything other than this, we need to get you updated).

If this or any other issue you're experiencing hasn't been resolved after following the suggestions and you've submitted the detailed information (trace route and diag report) along with the Support Ticket, thank you very much! We need those information to figure out exactly at what point an issue is occurring.
Is it? I'll be interested in hearing how reaper fares in instances too. I dunno, I felt like they were aoe warriors, which meant my usually-ranged-class self didn't feel like a supreme ruler of the universe.
If you've already tried all of the suggestions listed, we really need you to contact us with the diag report and trace route so that we can see exactly where it's getting hung up. Anything that's not 26.04.En8 is not the latest version of TERA, so if you are in a loop with 25.xx version, we need the info.

If you've contacted our Support Team, we're doing our best to respond as quickly as possible with personalized technical help. We'd like nothing more than to get everyone in game too, so please hang in there while the team works through folks with technical issues.
Lunaus on 05/14/2014, 03:43 AM - view
Should've just item claim from the start, I don't know who was the brains behind "Well maybe a code would work for the char slots, how bad could things go?"

Item Claim would have resulted in a similar delay as this is exactly what happened with all the delays we saw after we began to deliver the voucher with Item Claim. Some folks were waiting for hours still, even people who just purchased items from the store since it uses Item Claim as well.


If you have used the free character slot voucher in Item Claim but seeing "can't create a character", please check your inventory as that's where it goes. I've seen a few yesterday where that was the confusion. :)
This is one of the known issues. We are working on a fix with BHS, still need to verify the fix though, so no ETA yet.
We're working on getting the wolf mounts and molten/cyasma tokens fixed, we need to verify and make sure though so no ETA yet.
Edited by: Minea 7 months ago - Reason: corrected info
Aist on 05/14/2014, 09:04 AM - view
If you dont mind, wanna run us through HOW to get the traceroute and diag report? I think I know, but I dont want to send bad info

I'm going to pull them from our FAQ as Harmonia did a much better job at giving clear steps than I can. ^_^

Diag report http://support.enmasse.com/tera/obtaining-the-developer-logs-and-diag-information-when-contacting-support

Trace route http://support.enmasse.com/tera/how-to-run-a-trace-route
replied to you with step by step guide in the pinned thread

"I'm going to pull them from our FAQ as Harmonia did a much better job at giving clear steps than I can. ^_^

Diag report http://support.enmasse.com/tera/obtaining-the-developer-logs-and-diag-information-when-contacting-support

Trace route http://support.enmasse.com/tera/how-to-run-a-trace-route "
Edited by: Minea 7 months ago
@Prudence and Tealeaf,

Issue: Have you ever edited your hosts file or in a launcher download loop?

1. If you have previously edited your hosts file or see the following in your hosts file:

208.67.49.202 patch.tera.enmasse-game.com

The line above or any currently in the "hosts" file for "patch.tera.enmasse-game.com" needs to be removed as this will cause issues with your connectivity.

Instructions:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.

(If you do not see this entry or anything related to patch.tera.enmasse-game.com then you do not need to remove anything and your issue is related to something else.)

2. If this doesn't work, please try clearing out the launcher cache.

Steps to clear the launcher cache:

The launcher caches some files in a separate folder. Clearing these files can resolve certain launcher issues.

1. Close the Launcher completely
2. Click on the Start or Windows icon
3. Windows XP users click Run. Windows Vista and 7 users click in the Search programs and files
4. Type the following into the text box: C:\Users\Your user name\AppData\Local\TERA\launcher\live
5. Delete all of the contents in this folder
6. Start the Launcher again

This will clear all of the cache used by the launcher.

If this doesn't resolve the issue, please contact our Support Team with the trace route and diag report.

@Aist, Thanks! The team is much more knowledgeable than I am, so those reports will be very helpful to figure things out. We do have a lot of tickets, but if I remember correctly, right now the turnaround time shouldn't be longer than several days.
Hello,

We communicate and forward our community's feedback and we will continue to do so. It’s something that we’re here for and we are always advocating for our community.

The best way to do so is through consolidated (for easy tracking for everyone) feedback on the issue (this one's been doing an excellent job at keeping the thread active with various people voicing in with their reasons) with constructive content. With our community’s feedback, we do what we can and try our best but we can't give a guarantee.

"Spamming their inbox" at BHS is really the opposite of being constructive or being efficient in conveying feedback, not to mention rude. :/
@Ilkilya, Aragato, Deadjezebel and everyone else who was waiting, You should have gotten one earlier today. If you don't have it yet, can you check your character tab on Item Claim menu?

@Kineticfetus and Bulletter, Once you use the voucher in Item Claim, it goes to your inventory. You have to click on it again to use it though. Can you check if that works?

@daimej, One free character slot is given per account. I see that you already have one for your TERA2 account, which was delivered yesterday. I'm afraid you shouldn't be waiting... xD

@Kekar, If you are sure that you will upgrade from standard account to founder account in the very near future, I would hold off from using the free character slot. When you upgrade from standard to founder's account, it will override what you have. So even if you use the free character slot now it will only go from what you have >>> 8 slots.

@Splendora, I see a character slot in your pet inventory. Could that be it?
Hello folks,

There will be an all-server maintenance on Thursday, May 15, lasting from 7 a.m. to 9 a.m. PDT.

All servers will be under maintenance at 7 a.m. PDT on Thursday, May 15.

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

For real-time server status, please refer to the Server Status page. Thank you for your patience.
Ooo, shiny!!!

I was also hoping looking at the screenshots will help me decide between the drill hair and the short haircut, but nooooo, still torn! xD
We're working on getting the wolf mounts back, it hasn't been forgotten!
No plan to change what we have, sorry.
It will be posted before the end of the maintenance (so before 10 a.m. PDT). We haven't forgotten and we will have the information in any many places as we can (including the forums and newspost). :)
We have just a little more to go, hang in there!
Aliila on 05/13/2014, 09:34 AM
If the launcher is redownloading the Game_-1-50 it means there was a file corrupted in your base game after attemping to apply the reaper patch Game_50-52.

Some base files in the game may have been corrupted, but they were not checked when you play the game and no patch had touched it, so it has not affected your game so far. Since Reaper is a big patch and changing a lot of the base files, the corruption is found during applying the patch, and the game now has to fix the base file by redownloading and reinstalling.

If you had modified any of your game files, this will most likely happen. Before you patch, remove all of your mods are recommended. Also sometimes game files get corrupted even when you don't modify your game client.

Let the launcher do its thing and finish the download and patch.

Leaving what Aliila said in the other thread on this topic.
You are not able to server transfer during server maintenance.
10 a.m. PDT update: Extending the maintenance until 10:30 a.m. PDT.
If you are unable to log in, this is due to a very large amount of people trying to use our system at the same time. Please be patient as more people log in and we're trying to improve this issue.

Possible errors:

- JSON parse error
- Unable to connect to login system
- Bad Gateway
- Sorry, but something went wrong
Edited by: Minea 7 months ago - Reason: 11 a.m. PDT update
12:21 p.m. PDT Update:

We have temporarily disabled the free character slot code as we let the queue clear through. If you're already in the process of submitting, we expect them to go through.

If you are seeing the 'invalid code' message, we will enable the code again once our system clear the queued requests a bit and you'll be able to redeem them then.


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

We have an incredible amount of people using the login system right now, please be patient with us. We're working to improve this.
Edited by: Minea 7 months ago - Reason: 12:21 p.m. PDT update
The servers are up but we have an incredible amount of people using our system at the same time right now, so it's very slow. Please be patient and we're working to improve it!
This is because we have a very large amount of people logging in at the same time right now. Please be patient and we're also trying to improve this right now.
The free character slot voucher is now being delivered to you when you log into the game.

Please log out of the game then log back in to activate this. (You don't have to exit the launcher.)

You will see the free character slot voucher under the character tab of Item Claim menu in game. The delivery is not immediate though, so please allow some time (from 15 minutes to several hours depending on the volume).

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

If you are unable to log in, this is due to a very large amount of people trying to use our system at the same time. Please be patient as more people log in and we're trying to improve this issue.

Possible errors:

- JSON parse error
- Unable to connect to login system
- Bad Gateway
- Sorry, but something went wrong
- The black blank screen to the list you may see while trying to log in.
- Not being able to see the server list.
Edited by: Minea 7 months ago - Reason: The free character slot voucher is now being delivered automatically when you log into the game. Please log out of the game then log back to activate this (no launcher exit is needed). Delivery time is appx. up to several hours.
Added more information on the second post about the issues you're seeing, this is due to the amount of people who are trying to sign in at the same time.
Minea on 05/13/2014, 10:47 AM
If you are unable to log in, this is due to a very large amount of people trying to use our system at the same time. Please be patient as more people log in and we're trying to improve this issue.

Possible errors:

- JSON parse error
- Unable to connect to login system
- Bad Gateway
- Sorry, but something went wrong

Redirecting to the pinned thread
Minea on 05/13/2014, 10:47 AM
If you are unable to log in, this is due to a very large amount of people trying to use our system at the same time. Please be patient as more people log in and we're trying to improve this issue.

Possible errors:

- JSON parse error
- Unable to connect to login system
- Bad Gateway
- Sorry, but something went wrong

This seems like the reason.
Edited by: Minea 7 months ago - Reason: We're updating this pinned thread with issues like this: http://tera-forums.enmasse.com/forums/general-discussion/topics/Reaper-Patch-and-Launcher-Technical-Issues
Catica on 05/13/2014, 11:58 AM - view
I even tried deleting a lvl 1 to make a slot on a different account which I also got into the game with just so I could still make a reaper but nope.. 24 hour wait on deleting toons now and still waiting on the character slot code to get past submit so I can make a toon on my full account thats from beta...

I just deleted a level 1 character normally without any wait time. All characters level 40 and above should have the 24-hour waiting period though.
Adding these two:

- Molten Tokens and Cyasma Tokens are no longer bankable.
- Molten Tokens are soulbound to the first character you log in.
We have temporarily disabled the free character slot code as we let the queue clear through. If you're already in the process of submitting, we expect them to go through.

If you are seeing the 'invalid code' message, we will enable the code again once our system clear the queued requests a bit and you'll be able to redeem them then.
Minea on 05/13/2014, 12:20 PM
We have temporarily disabled the free character slot code as we let the queue clear through. If you're already in the process of submitting, we expect them to go through.

If you are seeing the 'invalid code' message, we will enable the code again once our system clear the queued requests a bit and you'll be able to redeem them then.

Information from the other thread
Please see our known issues thread: http://tera-forums.enmasse.com/forums/general-discussion/topics/Reaper-Patch-Known-Issues
In the reaper intro area, you are not able to change channels. This is intended.

Once you get out of the intro area, you can.
We have temporarily disabled the free character slot code as we let the queue clear through. If you're already in the process of submitting, we expect them to go through.

If you are seeing the 'invalid code' message, we will enable the code again once our system clear the queued requests a bit and you'll be able to redeem them then.
This is probably due to the large requests our Item Claim system is going through right now. It's slow but going, we're sorry about that!

*huddles with Yvnka, Ben and Jerry* ^_^
Minea on 05/13/2014, 10:47 AM
If you are unable to log in, this is due to a very large amount of people trying to use our system at the same time. Please be patient as more people log in and we're trying to improve this issue.

Possible errors:

- JSON parse error
- Unable to connect to login system
- Bad Gateway
- Sorry, but something went wrong

Hi! It seems like you're experiencing one of the above.

Uninstalling is not going to help. :( My best advice is to let the patcher go through.

From the technical help thread:

Issue: Launcher is downloading more than 2 GB / seems like the whole game.

• Let the launcher finish its download and patch.

- If the launcher is redownloading the Game_-1-50 it means there was a file corrupted in your base game after attemping to apply the reaper patch Game_50-52.

Some base files in the game may have been corrupted, but they were not checked when you play the game and no patch had touched it, so it has not affected your game so far. Since Reaper is a big patch and changing a lot of the base files, the corruption is found during applying the patch, and the game now has to fix the base file by redownloading and reinstalling.

If you had modified any of your game files, this will most likely happen. Before you patch, remove all of your mods are recommended. Also sometimes game files get corrupted even when you don't modify your game client.
Minea on 05/13/2014, 12:20 PM
We have temporarily disabled the free character slot code as we let the queue clear through. If you're already in the process of submitting, we expect them to go through.

If you are seeing the 'invalid code' message, we will enable the code again once our system clear the queued requests a bit and you'll be able to redeem them then.

We're letting the queued requests process so that we can help clear the system first.
We have temporarily disabled the free character slot code as we let the queue clear through. If you're already in the process of submitting, we expect them to go through.

If you are seeing the 'invalid code' message, we will enable the code again once our system clear the queued requests a bit and you'll be able to redeem them then.

We're updating everyone with the issues some are experiencing here:

Reaper Patch and Launcher Technical Issues
Known Issues in the Reaper Patch
We have temporarily disabled the free character slot code as we let the queue clear through. If you're already in the process of submitting, we expect them to go through.

If you are seeing the 'invalid code' message, we will enable the code again once our system clear the queued requests a bit and you'll be able to redeem them then.

We're updating everyone with the issues some are experiencing here:

Reaper Patch and Launcher Technical Issues
Known Issues in the Reaper Patch
Added:

- The black blank screen to the list you may see while trying to log in.
- Not being able to see the server list.

These are also the issues that we are seeing due to the high volume of users trying to log in at the same time.

@Carly Have you completely exited and restarted the launcher? Try running repair if you can?

@michelvip2 and ImSoSorry, The wolf mounts missing is a known issue (listed in the known issues thread that's being pinned)
Check out the known issue thread that's been pinned.
Wolf mounts and warrior/lancer resolve bar are game-related issues, which we're updating in the other pinned thread: http://tera-forums.enmasse.com/forums/general-discussion/topics/Reaper-Patch-Known-Issues
Folks, we've already mentioned the wolf mounts are included in the known issues. It will get fixed. However, our biggest priority right now is to get people in game and make sure people are informed about the character slot increase. Please see the first post.
5/14 12:06 p.m. PDT Update

Everyone who was waiting should have received the free character slot voucher (1 per account). If you haven't, please remember to log into the game to activate the voucher delivery. Once this is done, it will may take 15-30 minutes.

1. Log into the game.
2. Log onto the server you want to increase your character slot.
3. Check the character tab in Item Claim menu (the actual delivery may take 15-30 minutes).
4. Use the free character slot voucher in the Item Claim menu.
5. This will put the free character slot in your inventory. Use the voucher.

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

9:02 p.m. PDT Update:

The free character slot voucher is being delivered to you when you log into the game.

This may take up to several hours depending on the volume. As we are actively monitoring the system's requests, please try restarting the launcher if you don't receive the voucher in the Item Claim in a few hours.

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

4:48 p.m. PDT Update:

The free character slot voucher is now being delivered to you when you log into the game. [/b][/color]

Please log out of the game then log back in to activate this.(You don't have to exit the launcher.)

You will see the free character slot voucher under the character tab of Item Claim menu in game. The delivery is not immediate though, so please allow some time (from 15 minutes to several hours depending on the volume).

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

We have temporarily disabled the free character slot code as we let the queue clear through. If you're already in the process of submitting, we expect them to go through.

We are trying to find a better way to deliver the free character slot voucher to the players that haven't successfully redeemed it yet. We'll use this thread to update everyone with the free character slot, so please keep an eye on this.

Edited by: Minea 7 months ago - Reason: 5/14 12:23 p.m. PDT update
If you haven't yet, please try the suggestions listed on our FAQ page here.
@STurbo, Have you checked the link I provided? It's the very first post.

Aliila on 05/13/2014, 11:08 AM
Please list any issues you have encountered with the Reaper patch.

- Previously learned Wolf mounts are missing from skill book.
- Resolve bar is not displayed.
- Molten Tokens and Cyasma Tokens are no longer bankable.
- Molten Tokens are soulbound to the first character you log in.
Using Item Claim would have resulted in a similar issue as we've seen with Item Claim delays today. And we couldn't give them before as people can only get the slot expanded after the patch went live, which is also today after the maintenance.
We don't have an ETA but we're using this thread to keep everyone update for the free character slots, it will remain pinned so that it's easy for everyone to keep track: http://tera-forums.enmasse.com/forums/general-discussion/topics/Free-Character-Slot-with-the-Reaper-Patch
Edited by: Minea 7 months ago - Reason: added more info
Hello,

We've got a pinned thread for everyone to track this issue: http://tera-forums.enmasse.com/forums/general-discussion/topics/Free-Character-Slot-with-the-Reaper-Patch
Adding:

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

Issue: Have you ever edited your hosts file?

If you have previously edited your hosts file or see the following in your hosts file:

208.67.49.202 patch.tera.enmasse-game.com

The line above or any currently in the "hosts" file for "patch.tera.enmasse-game.com" needs to be removed as this will cause issues with your connectivity.

Instructions:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.

(If you do not see this entry or anything related to patch.tera.enmasse-game.com then you do not need to remove anything and your issue is related to something else.)

-------------------------------------------------------------------------------------------------------
Edited by: Minea 7 months ago - Reason: clarification
If there are already existing threads, that are active, please use them instead of creating a new thread.

Unfortunately, the removal of the remodeling system is not something that we could prevent/change as this is the decision made by the game developer, sorry.


(If you see an offensive/inappropriate/non-constructive post, report and move on instead of responding. Thanks.)
Leaving the same reply here from a similar topic:

If there are already existing threads, that are active, please use them instead of creating a new thread.

Unfortunately, the removal of the remodeling system is not something that we could prevent/change as this is the decision made by the game developer, sorry. :(
4:48 p.m. PDT Update:

The free character slot voucher is now being delivered to you when you log into the game.


Please log out of the game then log back in to activate this. (You don't have to exit the launcher.)

You will see the free character slot voucher under the character tab of Item Claim menu in game. The delivery is not immediate though, so please allow some time (from 15 minutes to several hours depending on the volume).
Pinned: http://tera-forums.enmasse.com/forums/general-discussion/topics/Free-Character-Slot-with-the-Reaper-Patch
Adding:

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

Issue: Not seeing any server on the server selection screen?

Is your version (displayed on the server selection screen) the latest version, 26.04.En8?

If not, this means you have an older version of TERA. Please try the following:

1. Try using the "repair" function of the launcher.
2. If this doesn't resolve the issue, try exiting completely out of the launcher and restart.
-------------------------------------------------------------------------------------------------------
Just added this to the pinned thread we're tracking above:

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

Issue: Not seeing any server on the server selection screen?

Is your version (displayed on the server selection screen) the latest version, 26.04.En8?

If not, this means you have an older version of TERA. Please try the following:

1. Try using the "repair" function of the launcher.
2. If this doesn't resolve the issue, try exiting completely out of the launcher and restart.
-------------------------------------------------------------------------------------------------------

This may work, can you try and see?
Edited by: Minea 7 months ago
Nope, you don't need to stay logged in for the voucher to be delivered.

You will need to be logged into the game to claim it from Item Claim, of course. :)

(Opening the pinned thread to redirect.)
Our most important messages we want people to read are always pinned on top: http://tera-forums.enmasse.com/forums/general-discussion/topics/Free-Character-Slot-with-the-Reaper-Patch
This is where we're updating everyone:

- Launcher/patcher technical issues: http://tera-forums.enmasse.com/forums/general-discussion/topics/Reaper-Patch-and-Launcher-Technical-Issues

- In-game known issues with the patch: http://tera-forums.enmasse.com/forums/general-discussion/topics/Reaper-Patch-Known-Issues

- Claiming the free character slot: http://tera-forums.enmasse.com/forums/general-discussion/topics/Free-Character-Slot-with-the-Reaper-Patch
VisiblyAssassin on 05/13/2014, 06:18 PM - view
I received the free character slot in my item claim. I used it and when I went back to the character selection screen and tried to make a new character, it says that I cannot make a new character. I think mine glitched ... I was really hoping to start playing the reaper.

Please try logging out completely and exiting/restarting the launcher?
shortstp1968 on 05/13/2014, 06:25 PM - view
If we didn't get to enter the code before you closed it earlier will we still receive the character slot or are those of us that didn't get to enter it just out of luck?

Minea on 05/13/2014, 04:53 PM
4:48 p.m. PDT Update:

The free character slot voucher is now being delivered to you when you log into the game.


Please log out of the game then log back in to activate this. (You don't have to exit the launcher.)


You will see the free character slot voucher under the character tab of Item Claim menu in game. The delivery is not immediate though, so please allow some time (from 15 minutes to several hours depending on the volume).

Not out of luck.
Adding hosts file check with not seeing any server on the server selection screen issues:

Is your version (displayed on the server selection screen) the latest version, 26.04.En8?

If not, this means you have an older version of TERA. Please try the following:

1. Try using the "repair" function of the launcher.
2. If this doesn't resolve the issue, try exiting completely out of the launcher and restart.
3. If this doesn't work, please check your hosts file:

Steps to check your hosts file:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.
Adding the clear launcher cache suggestion for launcher download loop:

If this doesn't work, please try clearing out the launcher cache.

Steps to clear the launcher cache:

The launcher caches some files in a separate folder. Clearing these files can resolve certain launcher issues.

1. Close the Launcher completely
2. Click on the Start or Windows icon
3. Windows XP users click Run. Windows Vista and 7 users click in the Search programs and files
4. Type the following into the text box: C:\Users\Your user name\AppData\Local\TERA\launcher\live
5. Delete all of the contents in this folder
6. Start the Launcher again

This will clear all of the cache used by the launcher.
The character slot is per account, but the voucher delivery in Item Claim may take up to several hours depending on the volume of the delivery requests.

If you still haven't received the free character voucher after a few hours, please exit the game and log in to see that helps.


As for the folks who've used the free character voucher but seeing the 'cannot create a character', a few things I can think of to check would be: maximum character number exceeded? If trying to create a reaper, is it on the server you have a level 40+ character already? Has the voucher been used on another server already?
I don't have an ETA on the wolf mounts. Our priority right now is to get everyone in game and have the free character slot for folks. Will let you know when I hear more though!
Hey guys,

We would like nothing more than to have everyone get into the game without an issue. But unfortunately we haven't been able to, and for that we're sorry. If you've tried all of the suggestions listed in our pinned threads, at this point I recommend contacting our Support Team with the trace route and diag report.

I am afraid my limited knowledge has reached the bottom of any suggestions to try. :( However, our Support Team will be able to provide personalized technical help with the detailed information included in the reports.
For the "Unable to download Metafile" error, please try all of the steps located in this FAQ:

http://support.enmasse.com/tera/unable-to-download-retrieve-manifest-or-metafile

If those don't resolve the issue, the last step details how to submit a ticket with the information we will need to assist you further.

Thanks!
If the launcher is redownloading the Game_-1-50 it means there was a file corrupted in your base game after attemping to apply the reaper patch Game_50-52.

Some base files in the game may have been corrupted, but they were not checked when you play the game and no patch had touched it, so it has not affected your game so far. Since Reaper is a big patch and changing a lot of the base files, the corruption is found during applying the patch, and the game now has to fix the base file by redownloading and reinstalling.

If you had modified any of your game files, this will most likely happen. Before you patch, remove all of your mods are recommended. Also sometimes game files get corrupted even when you don't modify your game client.

Let the launcher do its thing and finish the download and patch.
Edited by: Aliila 7 months ago
Please list any in-game issues you have encountered with the Reaper patch.

- Previously learned Wolf mounts are missing from skill book. (need to verify fix, no ETA yet) fixed on 5/15
- Resolve bar is not displayed. (Will be fixed after maintenance next week)
- Molten Tokens and Cyasma Tokens are no longer bankable. (need to verify fix, no ETA yet) fixed on 5/15
- Molten Tokens are soulbound to the first character you log in. fixed on 5/15
- Federation Bills are tradeable. fixed on 5/15

Login System/Account management:

- Item claim is having difficulties due to Account management issues.
- If the launcher is redownloading the Game_-1-50 it means there were files corrupted in your base game after attemping to apply the reaper patch Game_50-52. Please let the launcher do the redownload and patch.
- Other technical issues please see this thread.

Claiming the Free Character Slot Voucher

- Please see this thread.
Edited by: Minea 7 months ago - Reason: The missing resolve bar issue will be fixed after next week's maintenance.
Adding more explanation on the story in the comic:

"You also have to remember that the comic was not the story of how the reapers came to be, but how that elin ninja became a reaper. Her story plays into the greater story of the reapers, but she is not its origin.

The other reapers you see at the end of the comic are not members of the ninja group. They are just other elin who were present."

(also moving to the reaper subforum)
It will happen during the weekly maintenance time starting at 7 a.m. PDT. We'll have more information on how long it will take later today, and it will be posted in the Server Status forum. :)
Sometime today. :)
We're working on some final rewrites right now, the current plan is to have it out at 5 p.m. PDT. We'll get it up sooner if it's all ready though, of course.
Hello,

This is a compilation of technical issues with the reaper patch and the launcher. We will be using this pinned thread to gather information and keep everyone updated for the list of issues and possible solutions for the reaper patch.

Please keep this thread limited to the technical issues. Thanks!

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

Issue: Not seeing any server on the server selection screen?

Is your version (displayed on the server selection screen) the latest version, 26.04.En8?

If not, this means you have an older version of TERA. Please try the following:

1. Try using the "repair" function of the launcher.
2. If this doesn't resolve the issue, try exiting completely out of the launcher and restart.
3. If this doesn't work, please check your hosts file:

Steps to check your hosts file:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.

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

Issue: Have you ever edited your hosts file or in a launcher download loop?

1. If you have previously edited your hosts file or see the following in your hosts file:

208.67.49.202 patch.tera.enmasse-game.com

The line above or any currently in the "hosts" file for "patch.tera.enmasse-game.com" needs to be removed as this will cause issues with your connectivity.

Instructions:

1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any lines that are currently in the "hosts" file for "patch.tera.enmasse-game.com".
6. Save this file.
7. Restart the launcher.

(If you do not see this entry or anything related to patch.tera.enmasse-game.com then you do not need to remove anything and your issue is related to something else.)

2. If this doesn't work, please try clearing out the launcher cache.

Steps to clear the launcher cache:

The launcher caches some files in a separate folder. Clearing these files can resolve certain launcher issues.

1. Close the Launcher completely
2. Click on the Start or Windows icon
3. Windows XP users click Run. Windows Vista and 7 users click in the Search programs and files
4. Type the following into the text box: C:\Users\Your user name\AppData\Local\TERA\launcher\live
5. Delete all of the contents in this folder
6. Start the Launcher again

This will clear all of the cache used by the launcher.

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

Issue: Launcher repeatedly downloads a very small patch every time I start the launcher.

Suggestions:

• Try removing the 50to52 folder in the TERA directory and restart the launcher

• If this doesn't work, remove the 50to52 folder and run TERA as an administrator. (Alternatively, move the entire TERA folder to the desktop to change the administrator requirements.)

• If this doesn't work and if you have previously edited your host file, please remove the previous edit:

-- How to edit a host file:
1. Click on the Start or Windows icon and type in "Notepad". Do not press enter.
2. Right click on your Notepad icon and click "Run as Admin"
3. Navigate to the HOST file directory: c:\Windows\System32\drivers\etc
4. Open the "hosts" file
5. Remove any previous addition/edit.
6. Save this file.
7. Restart the launcher.

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

Issue: Launcher is downloading more than 2 GB / seems like the whole game.

• Let the launcher finish its download and patch.

- If the launcher is redownloading the Game_-1-50 it means there was a file corrupted in your base game after attemping to apply the reaper patch Game_50-52.

Some base files in the game may have been corrupted, but they were not checked when you play the game and no patch had touched it, so it has not affected your game so far. Since Reaper is a big patch and changing a lot of the base files, the corruption is found during applying the patch, and the game now has to fix the base file by redownloading and reinstalling.

If you had modified any of your game files, this will most likely happen. Before you patch, remove all of your mods are recommended. Also sometimes game files get corrupted even when you don't modify your game client.

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

Issue: I tried all of these suggestions but I'm still having issues with my launcher/patching.

If you are still experiencing an issue, please contact our Support Team with as much information as you can. Please include the following to help us pinpoint the issue so that we can provide personalized technical help.

Diag report

Trace route

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

- For general reaper-related questions including how to claim the free character slot, please view the reaper FAQ page (link to be included tomorrow). The reaper class subforum is a great place for reaper-related feedback.

- For this patch's game content-related feedback, please use the patch notes thread.

- The server maintenance hours for the reaper patch is scheduled for 7 a.m. PDT - 10 a.m. PDT. Please see the announcement here (includes the information on how to claim the free character slot).
Edited by: Minea 7 months ago - Reason: 5/14 9:32 a.m. PDT adding links to diag report and trace route to include when contacting Support
11 a.m. PDT update:

If you are unable to log in, this is due to a very large amount of people trying to use our system at the same time. Please be patient as more people log in and we're trying to improve this issue.

Possible errors:

- JSON parse error
- Unable to connect to login system
- Bad Gateway
- Sorry, but something went wrong


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

10:43 a.m. PDT Update: The servers are up but we have a very large amount of people logging in at the same time right now. Please be patient and we're also trying to improve this.

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

10 a.m. PDT update: Extending the maintenance until 10:30 a.m. PDT.

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

Hello, all!

The reaper is coming! We will be implementing the reaper class tomorrow morning from 7 a.m. PDT to 10 a.m. PDT on Tuesday, May 13.

Patch notes are located here.

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

After the maintenance, you will be able to play the new class. Please note that we are giving one (1) free character slot to everyone to use on one server of their choice.

How to claim the free character slot:

1. Redeem the code to your En Masse Account. (The code will be posted during the maintenance tomorrow morning.)
2. Log onto the server you want to increase your character slots.
3. Remove the voucher from your Item Claim.
4. Use the voucher.

Note: This voucher is good for one character on one server. Once used it cannot be replaced.

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

All servers will be under maintenance at 7 a.m. PDT on Tuesday, May 13.

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

For real-time server status, please refer to the Server Status page. Thank you for your patience!
Edited by: Minea 7 months ago - Reason: 11 a.m. PDT update
(Moving to Off-Topic section)


The reaper is coming up, and Tonka wants to ring in the "Dawn of the Reaper" with you!

The new reaper class goes live on Tuesday, May 13, and you can join Tonka and En Masse Entertainment as we welcome our new reaper overlords. Tonka will be playing the brand new class and chatting with the community—and streaming the entire thing live on Twitch!

The stream begins at 9:45 a.m. PDT on Tuesday, May 13, so make sure to follow the official Twitch channel to receive an alert as soon as we go live! You don't want to miss this one.
TheMightySM on 05/12/2014, 03:24 PM - view
How about them patch notes?


Minea on 05/12/2014, 02:28 PM
We're working on some final rewrites right now, the current plan is to have it out at 5 p.m. PDT. We'll get it up sooner if it's all ready though, of course.

:)


This week, you can receive double credits in Fraywind Canyon during our new battleground Power Hour!

On Monday, Wednesday, Friday, and Sunday evenings, all you have to do to earn double credits is participate in Fraywind Canyon between the hours of 5–10 p.m. PDT!

This is just the beginning! Each week we'll feature a different battleground in the Power Hour, so make sure to check our announcements for the upcoming schedule!
(Moving to Art & Media)


We’ve made TERA even better, with a new class with exclusive starting area, streamlined crafting with new ways to improve your gear, plus now glyphs are free!

Check out our latest patch notes for all the details!
If you haven't seen it yet, the patch notes are up now. :)
Edited by: Minea 7 months ago - Reason: So close.....
@BeKure, They will be removed from the Federation Store. The only convertable outfits will be the sterling outfits.

@Ryou, There is no separate box specifically for the reaper.

@Nekokoneko, Master glyphs for all classes will be earned through the instances. For reapers, however, there are no master glyphs as of right now.
I just opened the Guild Details and it works fine. Are you sure these are related?

Please see our FAQ page for the Insufficient Error.

This isn't really a bug, but if the suggestions listed in the FAQ don't resolve the issue, please contact our Support Team for personalized technical help.
ChaiVat on 05/09/2014, 08:52 AM - view
It's interesting that I can skip it all-together huh...oh well, I'll download it when I go to bed then :P

You can't skip it, but you can certainly play since this is just the pre-download part for next week. The patch that you're downloading right now itself is not active till Tuesday, which is why you can play! :)
MikaRen on 05/08/2014, 04:50 PM - view
So Im not sure if im the only one slightly confused about this, so maybe someone can explain to me.

In the short comic they released for the Reaper, they said that Princess Rida so devastated by what happened to Pora Elinu, she cried tears filled a river, and out emerged the reapers born from her tears.

Now in the short clip about the reapers, they state that an elin, part of the Bloodclaw Clan, grabs a pair of new weapons outraged by what has happened to Pora Elinu and becomes a reaper and vows to avenge Pora Elinu and more elins from the Bloodclaw Clan join her becoming reapers...

So which is it, were they born of Rida's tears? or born from a vengeful Ninja Elin....

Here is what I got from our loremaster. ^_^

"Yes, Princess Rida cried.
Yes, elins took up new weapons and made a vow of vengeance.
Yes, there is definitely a connection between the two.

Remember elins are primarily made of divine essence with a humanish appearance. And we’ve seen before what happens when divine essence is mixed with power, magic, and rage… *cough* Kelsaik*

Which of these is the truth? Truth is always in the eye of the beholder.
So the answer depends on whether you believe in the power of magic and the divine creating a causal connection, or whether you believe in the pragmatic and a coincidental connection."
We don't have the account wide tiger mounts now. It's not something we can make on our own.
Trollolance on 05/09/2014, 10:50 AM - view
It is not all of the patch,just a small part. you will have to log-in multiple times to finish the 2gb patch. I really hope EME could lets us download everything without forcing us to log-in repeatedly.

If you start to "play" before the preload is complete, the download will pause while you play.

But once you've completed the preload, the launcher just checks to see if it has been already completed when you log into the launcher again and you'll see the message "Checking Download".

You can leave your launcher open when you go to sleep, that's one way of finishing the preload with one try.
Trollolance on 05/09/2014, 11:18 AM
The preload is only about 1-2 mins to be finished downloading, I doubt it is 2gb. After that, it says "Ready To play" in the blue bar and stop downloading any patch.

However, if I close the Laucher and log-in again, the message "Checking Download" appears again, follow up by another 1-2 mins downloading time, then "Ready To play" again. Therefore, I came up with the assumption that the patch is divided into smaller parts.

I have noticed that the downloading time for each part is different. Some took me 5 mins, some were less than 1 min.

Can you try deleting Game_50to52 and restart the launcher again and see if it downloads properly?

Also, do you have very fast internet? Some of us only took several minutes longer.
(Moving this to Suggestions, with a reminder on being constructive, on topic and civil.)
Hello!

Every time you log in now, the launcher will check whether the launcher is preloaded.

For you two, can you try deleting Game_50to52 and restarting the launcher?
Trollolance on 05/09/2014, 04:29 PM - view
Oh nevermind. After I deleted the folder Game_50to52 and restart the laucher, a super slow download happened. I believe this is the real 2GB patch i expected. It says it need 51 minutes to complete the download.

I would recommend deleting that folder to anyone who were experiencing the same problem.

Thank you for updating us on how things went, I appreciate it!
Eylse on 05/09/2014, 11:30 AM - view
Something like this.
I've been opening and closing then re-opening the launcher, and every time it seems like it's downloading, but the download only lasts a couple seconds. It's like it's not downloading the one big patch but little things?

Edit: Nothing in my TERA folder either. And now that I look at it - it just says "Checking Download". I don't actually install/download anything...

If you haven't yet, please try deleting Game_50to52 and restarting the launcher? This seems to have resolved the issue. (This is a folder in in your root TERA folder.)
SummerRain on 05/09/2014, 02:53 PM - view
that file doesnt show up anywhere in my folders, already tried relaunching the launcher multiple times, pressed the repair button, run as admin.

This is a folder that's located inside the root TERA folder you have the game installed.

@Yumiaaa, Are you actually downloading or does it say "checking download"? It should check every time you log into the launcher, so "checking download" blue bar progressing is normal.
<<<43444546474849505152535455565758596061626364656667686970717273747576777879808182838485868788899091>>>
You can contact Tera Online dev tracker at contact@teradevtracker.com - Privacy policy - Tera Online dev tracker is not affiliated with Tera Online or En Masse entertainment.