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communication

2 Replies
Santiago
5 May, 2016, 10:24 PM UTC

Hi, I love the game first of all, but the lack of communication on what just happened ...so many people could not get on and still some can't, this game is my relaxed time from work and on my day off I spent it without playing cause no one bothered  to inform how to get on again....so inconvenient that thoughts of leaving this game came to mind as others also have told me the same feeling on this. please you do have our e-mails, let us know that you are working on it and if or how we can get back on the game losing troops to these things happening is not a positive for Plarium. Thanks for you time in this matter.



Santiago


UTC +0:00
Bye
6 May, 2016, 8:01 AM UTC

I agree it could have been handled a bit better, although I did find a post in the Support section and (I was told) there was a Facebook post with a work-around supplied regarding a DNS setting change. The fact that not only the game but plarium.com as whole was down, probably made it all the more difficult to post information regarding duration and/or work-arounds.

Personally, it took me a bit by surprise since I have had no connectivity issues with this game up to now (after 90 days), especially compared to a number of similar Gameloft and Microsoft games, where down- and maintenance times as well as other issues seem much more frequent. Even most updates are hot as far as I can tell, which in itself is not always the case with other games.

Let us hope that this was an isolated occurrence and that the devs and admins can now again hit Herzliya's beaches :-).

Cheers Dio 
UTC +2:00
Alyona Kolomiitseva
Community Manager
6 May, 2016, 10:22 AM UTC

Greetings. Unfortunately, there were some server-side issues on 04 May 2016. Our developers did their best to resolve it as soon as possible. In the evening our servers were up again. From this point the issue was resolved from our side.

But there still can be some issues with DNS AAAA which don't update frequently. As soon as we detected the issue, we have posted an instruction for our players on how to change the DNS. Unfortunately, there still can be some issues (not on Plarium side) which cannot be resolved even with google DNS.

We understand that many players have suffered on 4th of May, and we will automatically restore the Loyalty progress for them. If you had any other losses during our downtime, please contact our Support Team. Also we will offer our players a little compensation for the inconvenience. 

I hope you will enjoy our games despite the recent issues.



Plarium Community Manager. Please note that I will be unable to respond to your private messages, review your tickets, or check your account information. All technical issues should be directed to our Support Team at plrm.me/Support_Plarium
UTC +2:00
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