2.13.0 Fragment Issue Resolution
Hi everyone! We have news to share regarding the fix we have to resolve issues caused by the 2.13.0 game update.
Recap of the Issue
There were two significant changes with Game Update 2.13.0: Repeat Image Collection and Fragment count standardization. The purpose of these changes were to amplify the importance of every Encounter and reward players for returning Foundables and collecting Fragments while also providing consistency throughout the Registry.
In the hour after updating the Fragment Counts, players reported that their Fragments didn't carry over to the next page frame after they Prestiged, but instead, all the Fragments on the page reset back down to zero. The players who Prestiged Registry pages before updating to the 2.13.0 update lost Fragments for all the Images on the page, and lost additional Fragments that we confirmed would carry over to the next frame.
After updating to 2.13.0, players reported that Fragments were carrying over to the next frame after Prestiging the page. However, a separate issue affected the Registry, causing Fragment counts to restart back at zero after placing the Image, and any extra Fragments were cleared. So, players with 2.13.0 who placed Images before we released a server fix at 9:45 PM PDT on May 7th lost additional Fragments that we confirmed would be retained after placing the Image.
Today, we're announcing a resolution to add missing Fragments back to these players' accounts. Players who weren't impacted by the issues noted above will not see Fragment updates to their Registry.
For players who Prestiged any Registry Pages or placed a Image between May 7th, 10:19 AM PDT to May 7th, 9:45 PM PDT, we are adding back the number of lost Fragments of any non-Brilliant Foundable that had a lower Fragment count compared to the number of Fragments we found in your Registry on May 6th, then adding that number to your current totals.
When will the Fragments I lost on May 7th be returned to my account?
Fragments lost on May 7th may take some time to reach your account. We'll begin the process and add Fragments back over the next several days and players may see Fragments added back as early as May 21st.
After the fix I returned a Foundable and the Fragments didn’t get added; what happens to those?
You’re unable to collect more Fragments once you’ve reached the max count, and any additional Fragments are converted to Family XP. You have two options to continue collecting Fragments:
- Place the Foundable’s Image and redeem the Fragments for Family XP; or
- Prestige the page and increase the max Fragment count
Is it normal to see more Fragments than the max count?
Yes, Fragment overflow can happen in the following cases:
- If you’ve done nothing since May 6th (before the 2.13 update)
- If you received Fragments after the fix detailed above
Will my Fragments roll over?
As long as you’re able to Prestige the page, the Fragments shown on the page will roll over to the next frame.
Thank you for all your patience as our team was tackling this issue. We have learned a lot from these issues while rolling out the 2.13.0 game update and will take steps to prevent issues like this going forward.