A Very Unfortunate Downtime

December 25, 2015 5:22 pm

Happy Luminaire to all timezones! For those of you that checked Subeta earlier today, you may have noticed an issue in the way that Luminaire presents went out. Unfortunately, an incorrect script was used to process the many gifts given by generous Subetans, and they were given out via the (much oudated) "stocking” method for many users. This caused an influx of sidebar events rather than the (much preferred) method of seeing your gifts gathered on one page. More importantly, and more detrimentally, it caused some gifts to go out more than once - a big problem for things like Custom Wearables or CSC cards!

We've spent the last few hours trying to figure out the best route to take. We considered manually deleting items, but we couldn't be certain which items were legitimately sent in multiples. We were looking at doing a rollback, but it's about the worst day of the year for that, (not that there's EVER a good time for a rollback) and wasn't possible to set up until tomorrow, meaning the site may have been offline for up to 48 hours. We obviously didn't want this to happen - not at a time of year where you want to be well-wishing your friends on the site!

So we've come to this: we trust you guys, and we don't think it's fair for you to lose any effort you've put into the site because of a mistake on our end. So we're asking you this: to please delete the items you may have received via the "stocking events". (HERE is a handy link to your events page in case you want to keep track of what you received)We ask you to take some time to enjoy the holiday while we work on our end to resolve this as quickly as we can. We will be updating you as soon as possible (this could mean it might take a few days) with the link to the Trees so you can open your gifts properly. This is a special time of year for everybody - including the staff - and getting things like this resolved is a lot more difficult for us.

If you did not receive any stocking related events, you’re in the clear and don’t have to worry about deleting any items. You’ll just have to wait for the trees to open, which we will make a separate news post about!

Please accept our apologies for any inconvenience or upset caused, and as a goodwill gesture, you can now get a 1 Week Gold Account Medal via the free gift. We are also giving each user 250csc (added to your on-hand credits), putting a few extra gifts under the tree, and until Monday ALL quests are weekend quests.

Happy Luminaire, thank you for continuing to support Subeta, and here's to a slightly less chaotic New Year!

December 29, 2015, 10:55 pm by

ninja'd ;)

December 29, 2015, 10:54 pm by

omg way to beat me

December 29, 2015, 10:54 pm by

I know a few of you have ping'd me asking for an update -- this is a post from our programmer grelca. As her post says, we'll have a news post when we have more information to provide.

December 29, 2015, 10:53 pm by

Quote by grelca

If y&;all want to blame anyone for a lack of updates, blame me. The entire thing is my fault in the first place, exacerbated by the fact that I didn&;t bring my laptop home for Christmas with me.
I&;m on a plane right now on my way back to LA, and I will probably be pulling an all-nighter working on this, but that still doesn&;t mean It&;ll be ready tomorrow.
But the reason there haven&;t been any updates is that everyone has been waiting on me. So it&;s my fault the wrong script was run, and it&;s my fault you&;re all still waiting.
I can&;t even give an ETA until I really start looking to see how much of the data is missing. But right now I&;m importing all of the missing gifts back into trees from our most recent backup before Christmas (which, unfortunately, was 12/20).
That means for about 1000 people, we&;re (mostly just me though) going to have to go through the logs to reinsert all of the items that were gifted to them between 12/20 and 12/25. And the data for who gave them those presents is 100% gone, so I&;m sorry, but there won&;t be any fixing that. There is no way to recover it. But anything gifted on or before 12/20 will be given out as normal, showing who gave it.
All of this info and more will be posted in an official news post when we know more and have an ETA about when you can expect the trees to open. But like I said, there just haven&;t been any updates to give because everyone&;s been waiting on me to get back to a real computer.

now doesn't everyone feel so much better.

December 29, 2015, 9:27 pm by

Maybe we'll get our gifts on New Year's. That'd be a nice way to end the Christmas season/events.

December 29, 2015, 9:22 pm by

Not a whole bothers me 'cept whiny brats. It'll all...frick what's that idiom about something coming all out in the wash? Yeah, that one (bad at remembering old sayings). And then everyone will forget and move on.

December 29, 2015, 9:19 pm by

er, let me rephrase. --- It's not MANDATORY to use real money, but often times it is required for SOME PEOPLE to purchase certain items on said website. >.>

December 29, 2015, 9:17 pm by

*explanation

December 29, 2015, 9:17 pm by

Yes, actually, they do. When there has been people's hard earned money spent and invested into a business (which Subeta is), an explination is not only expected, BUT absolutely owed. I'm not saying I think Subeta needs to update right now, this second, every second because I have shit to fill my day with. There are people here still in high school and just spending all day online (which is fine, too) on their break waiting for a reply. This is an online game website where, while not required, real money is often required. Amazon couldn't go 5 days without an update without the world blowing up...be glad it's just some people complaining about no update. If it doesn't bother you, don't worry about it.

December 29, 2015, 9:11 pm by

shrugs Well it sucks for those other people then. They've got a hard life ahead of'em then, when they realize they can't get everything they want in life. No one owes anyone explanations ever.

December 29, 2015, 9:08 pm by

Sure, if that's what you want and are accustomed to. You can't expect everyone else to be as lax about it. For some, it's important to them to have that update whether it be false hopes or empty promises. I can't lie, I get a little irritated when I get on here and see there has been no update, and they stocked the token shop - for a moment, I think "Huh, a distraction!" But...then it works and I go about my day. Other people don't have that ability.

December 29, 2015, 9:03 pm by

Low expectations = low disappointment

December 29, 2015, 9:03 pm by

- I'd rather staff not say anything until they are absolutely certain and confident they have it fixed, than say something hopeful that ends up backfiring further.

December 29, 2015, 9:00 pm by

- I mean, I get on at night during the week for all of an hour, tops. In fact, I was absent for months and then remembered Lumiere and wanted to get involved. The presents are always awesome, the activities are a ton of fun, etc. I don't think people are angry they aren't getting their gifts, they're angry they haven't had an update which the staff clearly stated the would "address in a separate post." It's been almost 5 full days, and we're all anxious to know what's going on - NOT that we don't understand that (we imagine) staff is working hard. We're all appreciative of this site, but we're also only human.

December 29, 2015, 8:43 pm by

Omfg, y'all need to get some Internet addiction therapy if this incident has you feeling anxious and angry. xD

December 29, 2015, 7:42 pm by

i get this is a big issue, however its been 4 days without an official update. that long of silence is getting very unnerving to people....its like they are ignoring the users concerns minus a small comment here and there. official updates would be greatly appreciated

December 29, 2015, 5:49 pm by

...and so passes another day without lumi trees being opened....its getting beyond a joke now, not enough updates to alay peoples anxiety about this, not by half...

December 29, 2015, 5:15 pm by

Ahh well, they’re gifts! It’s not like we’re waiting to know whether or not we'll be getting that life changing surgery. Gifts should be a fun, no pressure kind of thing. I have faith the staff will find one way or another to set things right, even if it won’t be in the way most people would want it. I’m happy to play the waiting game in the mean time. Lots of other content to enjoy while we’re waiting ;)

December 29, 2015, 5:01 pm by

, how much longer, seriously......

December 29, 2015, 4:33 pm by

Maybe I am blind(which could be the case)but I don't see people acting like that. I see people just wanting an update. To me that is normal when something is broken and it is being repaired. I always thought it was human nature.

December 29, 2015, 4:33 pm by

Honestly they already gave us more than I'd expect from any other site I play on (giving us all those freebies for a technical error that was out of their control). And, it just makes Christmas last longer knowing there is still more celebrating to look forward to ;)

December 29, 2015, 4:14 pm by

All I hear at this point is: "MY gifts, MY gifts, MYYYY GIIIIIIIIIIFTSSS!!!" Kind of sad that behavior.

December 29, 2015, 4:10 pm by

I totally understand the issues they are having, especially with Keith supposedly out of the country with limited internet access at the moment. They are just presents guys, let the staff fix this and fix it right so nobody loses anything. Yes people have invested real money in the site and spent tons on gifting their friends but this is not something that can be fixed quickly. Would you rather the fix be slow and permanent or would you rather a quick fix that'll break again later? It'll get fixed - besides, to some of us, Christmas doesn't end until 1/7/2015 (Serb orthodox Christmas!)

TL;DR - it'll get done soon, they're just pixels.

December 29, 2015, 2:36 pm by

--- an update doesn't have to be an estimated timeframe, something as simple as "this problem is a lot bigger than we thought it would be" or verifying that people's presents are STILL there in spite of not appearing under their trees anymore would do a lot to alleviate concerns.

We know this is a big undertaking, but silence for four days on their end is unnerving.

December 29, 2015, 2:28 pm by

Quote by Rasputina

Hi everyone. We apologize that this is taking a while to resolve, but please rest assured that we will do everything we can regarding the tree issues. We absolutely understand how anxious everyone is over this, and we all feel terrible that it happened in the first place. As we&;re still actively digging into how to best resolve this issue so as to impact the least amount of users possible, we don&;t have any significant updates to provide at this time. However, as we always strive to do, we will keep the lines of communication open and let you know as we progress towards a solution.
Your continued patience is greatly appreciated, and we&;re so, so sorry that this has put a damper on our favorite time of the year here at Subeta.

there, updated.

December 29, 2015, 2:26 pm by

Yes we do need to be patient but patience only can go so far when there are no updates. Even a "we are still sorting it out" would be welcome. So it isn't about virtual presents. It is about the staff being quiet for 4 days and not telling us much.I think an update of some kind,any kind really would do wonders for the people here. I also don't think it is too much for the people to ask for.

December 29, 2015, 2:20 pm by

Would an update help all that much other than giving people another inaccurate time frame? A technical update would mean very little to most users because they wouldn't understand it or they just wouldn't care. They are working on it. When they are done, it will be in the news. Just be patient. Your presents are going no where.

December 29, 2015, 2:03 pm by

tbh i think half the salt and animosity going on here would be simmered if we had some kind of update. even to say uh we don't know what do or we're chilling with fam.

December 29, 2015, 1:51 pm by

Here's my issue with this long of a wait. A lot of people put money into the site (CSC, we have a little meter that tells us this), if the people who do the codeing can't figure it out, maybe professionals should be hired. We were told that they moved servers, yet there was still major lag over the holiday. It shouldn't take this long to figure it out. I just hope all that info wasn't lost. It'll piss off lots of people who spent real money on gifts. An update from himself would be great...

December 29, 2015, 1:48 pm by

You do realize they have hundreds of thousands of things to sort through right its going to be a little bit patience is a virtue and they do have lives outside of this website you cant expect them to drop everything so you can get your virtual presents...

December 29, 2015, 1:35 pm by

Except this is their job. After a few days with literally no news, we have the right to ask for an update.

December 29, 2015, 1:30 pm by

You are aware that staff members had christmas at their homes as well, yes? I think a little more patience doesn´t hurt ya.

December 29, 2015, 6:02 am by

it's now been four days, it's no longer christmas, hundreds of people have invested millions of sP and hundreds of CSC in presents for friends... and given the extent of the damage the mistake caused reported by lots of users, and how long it's been, i think it's pretty safe to say that it can't be fixed or resolved, or it would have been by now. i just really wish that you guys would let us know and be transparent rather than keeping us in the dark, hanging on... any news is better than no news. :(

December 29, 2015, 2:33 am by

OMFG! How much longer?

December 29, 2015, 12:01 am by

Hey Guys and ...so now there is a HUGE board chat going on saying that when the present glitch is finally resolved all the presents will be released, but NO ONE will know who sent them and thus will not know who to thank. Say this is just a big, fat rumor that got blown out of proportion, cause right now people are having neurotic meltdowns all over the place and the unhappiness is growing.

A News Update would be very welcome right about now to address this issue since people spent a great deal of time and sp (and real CS credits) on their friends' gifts and don't want to have to add to the embarrassment and contact them after the release to see if they got their presents.

Please Santa, make sure that this Xmas does not turn into an ugly Grinchfest. Many Thanks! :)

December 28, 2015, 11:17 pm by

To the staff thanks for the extra csc and the ga.

I for one am glad there is going to be no rollback the last one the site had I lost loads of items I had in my gallery quite a few million of sp in items.

A very Belated Merry Christmas to ALL the STAFF and users on here

December 28, 2015, 10:21 pm by

Are we going to get something fixed for those of us that couldn't get on at all that day to visit melody at her cottage? /: I've only missed one day now and it was because of the 25th...

December 28, 2015, 7:26 pm by

I have no problem waiting for the trees to open.. but the cash shop deadlines ;-; (collections and delish new/year/noel/yule/viv)

crossing fingers for an extension -

December 28, 2015, 6:59 pm by

I think you have it right. Stocking items I believe are what is under your tree and you should delete all of the items from them if you got any. When the stocking script ran it caused gifts to duplicate and triplicate

December 28, 2015, 6:07 pm by

I'm a little confused. So are the "stocking items" randomly generated things? Or is that what we are going to get under the tree, and we are being asked to delete them because it would cause doubles when the real items from the Christmas tree open up? Sorry I've been away for a few days. :X

December 28, 2015, 4:47 pm by

Is it just me, or is there something a little...nice about maybe waiting a bit for the presents? Like if Luminaire was actually closer to the 31st, when Melody stops handing out presents. It's kind of like having excitement for Christmas all over again.

December 28, 2015, 2:06 pm by

I figured but wasn't sure ^^ Thank you ❤

December 28, 2015, 2:02 pm by

@?Silvy “until Monday”, as in the start of Monday. It was meant to work like any other weekend for quests, instead of just one quest being weekend it was all of them. :) We’re hoping to get them out very soon. Unfortunately that might mean tomorrow, I’m not 100% sure.

December 28, 2015, 12:53 pm by

AMEN! XD

December 28, 2015, 12:53 pm by

I FEEL YOU LOL I am on that boat! Specially after seeing the "estimate" of what I have given.

I came here wondering the same thing.

December 28, 2015, 12:15 pm by

Could we possibly get an update? Dying to know what's happening, I have so many millions of sP invested in my friend's trees, the suspense is killing me lol

December 28, 2015, 10:24 am by

sorry to bother, but I have a question.

Was I under the wrong impression Weekend quests were supposed to be active INCLUDING today?

Quote

and until Monday ALL quests are weekend quests.

Because they are not are showing as such.

December 28, 2015, 9:22 am by

If staff read this, I don't suppose you could give us an update as to how things are going, please?

December 28, 2015, 8:53 am by

Wowzer. Thank you so much for the medal and the credits! Hope everyone had a wonderful Holiday and I look forward to a second Christmas on here when we get to open our gifts so graciously left us under our Luminaire trees

December 28, 2015, 3:02 am by

Any chance you can extend weekend quests whilst you are still working on the trees smiles sweetly

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A Very Unfortunate Downtime

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