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October 6, 2021: Launcher Incident

STAR WARS: The Old Republic > English > General Discussion
October 6, 2021: Launcher Incident
First BioWare Post First BioWare Post

CommunityTeam's Avatar


CommunityTeam
10.08.2021 , 09:03 AM | #1 This is the last staff post in this thread.  
Hello everyone,

On October 6th at around 5:15pm CT, a portion of players who were logging into SWTOR through the game launcher were prompted to download a patch that was unintended to be pushed out. This effectively caused players to be unable to play the game. At 7:45pm CT, the issue was resolved.

Players who downloaded this patch or began downloading the patch had to re-download the game in its entirety in order to fully recover from this issue and play the game.

We recognize that this is not an ideal experience and understand the game time impact that this incident has had on our players. We were able to identify which players had been affected by this issue and will be compensating them with the following:
  • Free to play/Preferred accounts will receive 100 Cartel Coins
  • Subscriber accounts will receive one additional day of sub time + 100 Cartel Coins
Impacted players will receive this compensation within 24-48 hours as of this post automatically and will not have to contact Support or manually add anything to their accounts.

We apologize for the disruption this incident has had on the impacted players. We understand the significance an unexpected full download of the game has especially for players who are affected by bandwidth caps. We thank all of our players for their patience and appreciate their continued support.

- The SWTOR Team
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WarbirdVIII's Avatar


WarbirdVIII
10.08.2021 , 09:45 AM | #2
Good to see that BW is being proactive about making up for the issue. Last time people were making some pretty wild demands that made the thread pretty entertaining but I didn't think it's inappropriate to say that at least the day of subscription should be compensated. This is definitely a much improved response compared to last time, so thank you for that BW.

Honestly this wouldn't be that big of an issue for many of the users if the download speed of the launcher was faster. I wasn't impacted by this incident but if I had been then I'd probably be thinking hard about switching to the steam version.

darthscotty's Avatar


darthscotty
10.08.2021 , 10:27 AM | #3
Thank you as one of those who was affected this is appreciate. I was not expecting or even asking for compensation so this is very welcome.
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The-Kaitou-Kid's Avatar


The-Kaitou-Kid
10.08.2021 , 10:27 AM | #4
Quote: Originally Posted by CommunityTeam View Post
On October 6th at around 5:15pm CT, a portion of players who were logging into SWTOR through the game launcher were prompted to download a patch that was unintended to be pushed out. This effectively caused players to be unable to play the game. At 7:45pm CT, the issue was resolved.

Players who downloaded this patch or began downloading the patch had to re-download the game in its entirety in order to fully recover from this issue and play the game.
This is the second time this exact thing has happened in the last like, 4 months or so. That window has only included 4 patches (going off the patch notes and including this new, yet to be released patch in the count). So that's 2 out of the last 4 patches that have been pushed out early and caused full game redownloads for any players unlucky enough to log into the normal launcher at those times. That's a really worrying stat to see.

What exactly is causing these patches to be pushed out early and, more importantly, is anything being done to stop it from happening again? Was there a process change on the backend? I don't remember this ever being an issue before, so it's weird to see it suddenly pop up twice in 4 months.
"When you have eliminated the impossible, whatever remains, however improbable, must be the truth."

klizilii's Avatar


klizilii
10.08.2021 , 10:36 AM | #5
Great job guys! Really happy to see the proactive step to let players know they are respected and their time is important to you too.

I hate to add critique as this is really a nice step you've taken, but I would like to point out that 1 day of sub time isn't really equivalent to the disruption some subscribers experienced. If you're part of a scheduled team/event that was cancelled due to the patching issue, it's not like it just got moved to the next day and happened anyways. I know this doesn't effect everyone, but for the odd person this might have been the one night a week they have some social group activity.
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klizilii's Avatar


klizilii
10.08.2021 , 10:38 AM | #6
Quote: Originally Posted by WarbirdVIII View Post
Honestly this wouldn't be that big of an issue for many of the users if the download speed of the launcher was faster. I wasn't impacted by this incident but if I had been then I'd probably be thinking hard about switching to the steam version.
It was super annoying the time that steam made me re-download the entire game (even though my language settings were correct), but the overall launcher experience is SOOO much better. It's amazing when you forget it's patch day, but steam auto updated the game while you were doing other things on your computer.
SWTOR content @ youtube.com/draemn

xordevoreaux's Avatar


xordevoreaux
10.08.2021 , 10:43 AM | #7
Quote: Originally Posted by klizilii View Post
I hate to add critique as this is really a nice step you've taken, but...
Bioware has performed a nice gesture, which the gaming company did not all have to do. I flipped to Steam a long time ago so I wasn't affected. Even had I been, I would never delve into parsing any make-good gesture.

For anyone to sit here and be judgmental over it, to split hairs tearing apart the equivalency of the gesture, is just plain obnoxious.

Thank you, Bioware, for the gesture.
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hillerbees's Avatar


hillerbees
10.08.2021 , 12:23 PM | #8
At last Bioware starting to play fair - how many times over the last ten years have things like this been brushed aside?

I was going to be smart and say that the rest of us were also impacted by not having our friends able to log in and we should be rewarded also but I'm genuinely happy that some form of redress has been forthcoming.

Credit where credit is due. *thumbs up emoji*

merovejec's Avatar


merovejec
10.08.2021 , 12:25 PM | #9
Wow!! Now thats a first! Its good to see you guys start with this. There have been just too many incidents like this without you giving any compensation.
Merovejec

Jephryp's Avatar


Jephryp
10.08.2021 , 12:32 PM | #10
I really appreciate this nice gesture. Thank you, BioWare!