Premature Shield Failure

6 Replies
Jeckyl
15 July, 2017, 4:49 AM UTC

I am not the only person I have seen online in our Kingdom or in our clan or other clans and this is not a case of being mistaken when my shield has failed.  I always check my shields before logging, I tell my clan to check their shield life before logging off constantly.


The failure happened sometime between 0200 CST and the time of the attack 0338 CST. I logged off my account around 0130, my account had been shielded for several days since I was concentrating on invaders but I know I had at least 12 hours left on it because I check the account in the morning before beginning my work day. I had been adding either 8 or 24-hour Peace Treaties, I keep about 20-30 8-hour treaties on my account and usually have a sizable stack of 3-day and 7-day as well so it's not for a lack of having shields but the failure itself. Our clan has been extremely careful since we are amidst a conflict with another clan that hits anything without a shield so I've been vigilant about keeping everyone on task and keeping their shields up.

The shields were initially probably put up on Wednesday or Thursday the previous week 06/28 or 06/29 that was when the clan wars got heated but I've always been diligent about keeping my shields up from what you can see from my win loss ratio, I've only lost 4 battles and this one because my shields dropped and I was in farm gear and not lynx or hero tree set for offense/defensive.

The Kingdom name is 390 Mjolnundir.

I look forward to this getting resolved asap since CvC and KvK is in effect and I won't have had the time to rebuild all my lost troops by then.


This has become a topic of interest in our Kingdom and I expect others throughout the realms have experienced this or had a sneaking suspicion that it was up and they had time left but it mysteriously disappeared.  It is a disservice to your clients, especially your paying clients.  I have sent in several petitions via support but they have gone unanswered, they initially asked for information which I provided images for them but have not responded since then, over a week ago.

Jeckyl
UTC -6:00
3
Gehngis1
15 July, 2017, 5:24 AM UTC
This is definitely  an issue and should be resolved 
UTC +7:00
1
stephen
15 July, 2017, 1:05 PM UTC

I have a feeling that plarium games experience cache bleed and timers are not prematurely expiring but the display for timers is being delayed when a browser is left open for significant periods of times. Most of the time I never close down my browsers completely and the game constantly runs in the background. This will only effect PC users.


So I'd like people to take a screen shot using something like snipping that records the computer time and some timer on the game listed, be it some sort of boost or even a event countdown. Leave their browser with the game on for an extended period several hours, overnight or 24 plus hours. Then either refresh or close the browser and take a picture again of the same timer or countdown to see if there is a time difference between the display time and what should have been the subtracted time left on booster shield or event. 


The only way we can prove this is happening is in Massey with data from multiple users.  I've only experienced the shield failures on the PC but that does not mean they aren't happening on Apple devices as well.

UTC -6:00
1
Jeckyl
16 July, 2017, 5:01 AM UTC

The answers I've received from Plarium are unacceptable in my opinion forcing the client to refresh or restart their browser to make sure timers and shields are activated is rubbish in my opinion.  See below for my response to Plarium:


The answer you've given shows me that you are aware of issues with cache delay or at least talked about it and that the programming is an issue, you can see that my peace treaty had been extended for long periods of time. It should not be the responsibility of a user to constantly clear his cache on his computer for a game he is paying for, you can see I've made a sizable investment into plarium.

I appreciate you forwarding on the theory of cache to the engineers I do I expect some sort of resolution given the fact that you have acknowledged that that it is possible that both a possible cache issue and or a shield not being registered with the server but still showing time left in the countdown.

This is clearly an issue with the engineering of the game and not something a client should have to worry about and clear cache constantly. Since I've brought it up on our servers more people are noticing boosters and other items expiring prior to what the countdown shows in the game.

To me the shields are a critical component in the game, shields cost money and you are constantly needing to activate and deactivate them as part of the game. Since that is the case it may need to have a different programming algorithm assigned so it is considered a more critical asset of the design.


> On Jul 15, 2017, at 11:08 AM, Plarium Support wrote:
>
> ##- PLEASE REPLY ABOVE THIS LINE -##
>
> ------------------------------------------------------------------------------------------------------------------------
> Plarium Support Team | 07/15/2017 | 16:08
> ------------------------------------------------------------------------------------------------------------------------
>
> Dear Jarl,
>
> Thank you for contacting the Plarium Support Team.
>
> According to our system logs, your Peace Treaty expired on 04.07.2017 at 18:17:19 and your town was attacked on 05.07.2017 at 03:38:03(dates and times are converted to your own game/account time).
>
> It is possible that the issue is caused due to bad cache. Especially if you were under the Peace Treaty for a long period of time and you didn't clear the cache of your browser, this may cause a delay on the countdown of the Peace Treaty duration on your end. It is also possible that due to some connectivity issues, the latest activation of the Peace Treaty wasn't registered to our servers. To prevent these things from happening we recommend you to clear your cache periodically and check the Boosts Menu to see the remaining duration of your Peace Treaty before you log off.
>
> Unfortunately, there is no way for us to investigate and verify these issues because we can't see the information in our server logs. However, we will forward your feedback regarding this issue to our specialists and they will try to improve the Peace Treaty feature.
>
> We hope for your understanding.



Jeckyl
UTC -6:00
0
design9999
16 July, 2017, 6:09 AM UTC

I've had shield drops 2 times in the last 3 days....It happens after I have attacked other clams and put my shield up for 3 days....I want my shit back in the next 36 hours or I will never spend another dime on you fucked up game...


UTC +4:00
0
stephen
16 July, 2017, 2:10 PM UTC

The response I got from Plarium recently is really messed up.  I cannot support a company that quotes their terms of service and says they are not responsible for failures and cheating their customers of funds spent by poor programming that allows shields to not display accurately or customers tomget attacked after raising their shields.

This is the response I got from plarium.

"Dear Jarl,


We sincerely regret this situation. This case is a cause for concern, so we understand your disappointment. However, according to the Terms of Use, we don't provide users with any compensation and do not guarantee that our service or game will be provided without interruptions, securely and without failures. Of course, every game has its errors. In the future we will try to take your remarks into account and fix issues more quickly. The game will be improved and new exciting updates will be released. We hope that they will change your negative view of the game.


Follow the link to read the Terms of Use: http://company.plarium.com/refund-policy/


Best regards,

Your Plarium Support Team"


I'm sorry but you will not receive a dime of my money when you've gone out of your way to disregard such a huge bug and flaw in the game code.  You've made a huge error in judgement to not take care of your customers.

UTC -6:00
0
CIM
17 July, 2017, 7:05 AM UTC
I think plarium needs to start keeping information on themselves through game on peoples peace treaty's so as to fully investigate this problem.  It seems to actually be an issue and only way to determine that is if they code the program to monitor this.
UTC +1:00
0
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