Update on 2.13.0 Fragment Issue
hpwulola
Posts: 1,296Moderator › admin
Hi everyone. We want to thank you for your patience as we have been investigating the on-going bugs caused during the 2.13.0 update. Over the weekend, our team investigated accounts impacted by these issues and we have determined there isn’t a one-size-fits-all solution to restore fragments regardless of if fragments went missing around the 2.13.0 update or after our fix. We sincerely apologize for the inconvenience. With that said, we are discussing how to offset those losses with other make-good solutions and will have more information on this soon.
I want to assure you that we understand the frustrations this experience has caused and we will continue to be mindful as future updates come to the game. Thank you all.
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Thank you for some communication letting us know that this issue is still being worked on and attempted to resolve. I (and I think it's safe to say we) appreciate the efforts that are being put into this resolution.
It does sound like, however, that you are insinuating that our missing fragments (and possibly green stars for some) likely won't be returned and instead that the team will "offset those losses with other make-good solutions." I hope that those solutions will take into consideration the time, joy, and in many cases, actual money that has been lost by many players.
It would be nice if the count of fragments it took to prestige a page before version 2.13 would count for something in the make-good solutions.
@hpwulola
Correct me if I am wrong, but this seems like we will be getting some other form of compensation, other than returning our fragments.
Will this compensation be some standard compensation or graduated, based on severity of losses? It is unfair to those of us that have lost thousands of fragments during both "fixes", not to receive compensation on par with the months worth of progress that has now been lost.
I for one, know that I have missed out on prestiging 8 pages, now, thanks to missing emergency and severe foundables that I already collected, then recollected, just to have them taken away a 2nd time! I also have lost out one over 100 skill books that would have been awarded, if I received back the challenge fragments lost on May 7! This one hit the hardest, since I had 9 gold challenge pages that took over half of a year to obtain!
If we are not receiving our fragments back, we need Dark Detectors and enough coins to purchase energy, border to recoup our losses, as well as skill books, to make up for those that we would have earned through challenge fragments.
@hpwulola I forgot to ask... since so many have asked, with no answer; is it safe to start placing images, again?
@HPWUrobert had instructed everyone to stop placing images on May 27, until the issues were fixed. No one has said if it was safe to place images, resulting in many not placing them or even halting game play. We NEED an answer to this week old question!
Yes, it is safe to place and prestige images. I apologize that we did not properly close the loop with that question, thank you for asking it @BenTiger
Pretty much haven't been playing for the last week. Thanks for the communication, but it's too little too late. Got the double whammy, negatively affected by both "fixes". Disappointing not to be able to progress at all during the recent wizarding weekend event due to missing fragments. Hope this can be resolved soon!
Well, that's it for me for the game. Absolutely unacceptable in terms of ethics and implementation. I have already asked for a refund of approximately 1000 dollars from the app store, and it looks like the right decision.
To the free to play players, note that Niantic is not a charity and they do not foster game community spirit for free: they rely on players who drop money on the game to sustain themselves. What has been clear is that it is absolutely a risk to spend money on this game now, and you do it at your own peril. Enjoy the game while you can while their cash revenue gradually dries up. Good luck everyone.
Wow. I just realized one thing that I was overlooking, when making suggestions for compensation. Some of the fragments lost were fragments earned from challenges. I had several green star on silver pages. This resulted in the loss of 21 fragments per green star for the fragments earned through challenges. Odds of earning those specific challenge fragments are anywhere from 1/5 to 1/20. That is hundreds of lost Runestones!
Also, there are dawdle droughts and Extimulo potions used to capture traces.
So, that brings the suggested compensation to:
Red Books (to compensate for lost Challenge fragments)
Dark Detectors, Extimulo Potions (Strong and Potent, included), Runestones, Dawdle Droughts, and coins (to replenish energy) (all to compensate for lost family foundables)
@hpwulola thanks for the update. I’m super bummed because I finally got the last stupid veil I needed to prestige, but I can’t because now the Bogrod star was taken away. So, all the spawns that will be boosted for the event will go to waste because of the easiest thing on the page.
I’m sorry for all of the nasty comments you’ve been getting on here. It’s uncalled for and you don’t deserve it. I completely understand the frustration, though, and continue to wrestle with the idea of deleting the game because of all of the issues. Having done QA on development rollouts, it’s hard to understand how these issues continue to occur and not get fixed.
@hpwulola 😭 all those red books and runestones are gone forever. I have so many challenge fragments that I'll never get back.
Do you think you can give us an indication on when you will give us a solution? Feeling really down right now and I'm sure others are too....
I have lost 25 pages of completed pages that was achieved before the update. And with the update, I went on to complete everything in my challenge registry (7 pages). With the update, i would have complete another 7 pages on my exploration pages.
So I am assuming this means we will not be getting the lost overflow fragments back?
I have a bad feeling that no one on the dev team has any idea of what a comparable compensation would be.
I don't really mind the fragments, it's fun filling up the registry anyway, but it has been painful to watch everyone else get hundreds of runestones and spell books, while I only lost more green stars in the last fix. Even my more casual friends got so many runestones they were complaining about it more than happy about it.
The runestones are what I'm mostly sad about as I'm running out of them and could have really used them.
But in the end I would rather have no compensation at all than something that's just salt in the wounds, I had almost forgotten about the lost fragments before the "fix" and then I had to go through it all over again.
I have lost, what I estimate to be around 2000 fragments if not more, which took lots of time, energy potions and ruinstones to collect.
Most of the frames where I lost green stars were only missing one or two placed images. Now I have either placed these images or very close to doing so, but I am now at 0 or close to 0 on the images I placed, meaning if green stars are not retuned I am a long way off to being able to prestige.
One example is on my bronze courtroom ten frame the only image still to be placed was Arthur Weasley. The others had all been placed just before the ‘fix’. Now I am very closed to placing Mr Wesley but sitting at 0 and 1 for the fortress fragments and low numbers both for Madeye and Tonks. To replace the fortress fragments on this frame alone, I would have to complete and win around 42 challenges (1/3 drop rate). This is will take lots of time, energy and ruinstones. Which should be unnecessary as I have already placed these images.
This has really impacted my motivation to play the game.
your fragments and green stars are on the roof
——> https://www.google.com/amp/s/thenamiracleoccurs.wordpress.com/2012/07/17/what-to-do-when-grandmas-on-the-roof/amp/
@hpwulola hi. I am sure this has been difficult for you guys. Thanks for letting this page know what is happening. For those of us that cannot access our registry since the update (we get a connection lost error and the game crashes every time we try to go to the registry or place an image) so we will not know if / when any of the foundables will be replaced, can you please respond to that bug thread and let us know if anyone is working on that issue, please? Thanks!
It really feels like we are being told to just quit the game at this point. Lost work just for fortresses will end up being hundreds of runestones alone due to the changes made there. Any I suspect any compensation will just go out to everyone on the store, not individuals that are highly affected by this. Since there really is no one size all solution, the answer seems to be that there should be dedicated people to take our cases and manually fix our collections.
There are no make-good solutions to offset the green star losses. Period. Maybe there could be some for the lost fragments, and just maybe. The road should be to give our stars back, then the fragments, and then add some of your so called make-good solutions on top of that to offset the inconveniences.
Take into account that the damage done to our registries is not because we did anything wrong, but because you botched twice. I don't know if it's all the cases, but it seems most of the green star losses were due to players being on the bus when you implemented the fix, which is a major **** up. Our registries got damaged twice just because we were playing .
Uninstalled the game. No point playing this game anymore.
@hpwulola Hello I'm curious to know if everyone who is supposed to receive this "fix" has received it? I know for a fact (I have screenshots) I was missing some things from the initial roll out and I have yet to receive anything back. I'm not the only one I know that still hasn't received anything.
Thank you for an update.
I am very sorry to hear that and I hope that some variants of actually returning the progress to the players are on the table, even if it has to be made manually.
If your make-good solution would be a free store pack for everybody, that would be very dissapointing. Let me try to explain what is going on in my head lately.
It is close to an year I was playing this game. I am a daily player since the start, level 52 at the moment. I have worked hard to fill my registry and get where I was in the game. When 2.13 update came I was a little said but understood some reason behind changes. I lost some fragments because of prestiging before update, but whatever.
Then I felt like I was playing a completely different game, because suddenly I did not now what I need or not. Dealed with it. Completely filled my challenge registry. More severe and emergency traces on the map, okay, nice.There were some new catches comming with the changes, like the rarest fragment now definitely being Dumbledore Portrait and the fact that dragon eggs are supposedly medium so you need way to much given they only come from portkeys. "The new order" did not make sense for Challenge fragments, but that has already been rebalanced.
The Bundle appeared in the Diagon Ally. Nice. Not really fair since it was for everybody, but okay.
And then 27th May. I was on the bus at the time. I won a challenge and saw that I have excess fragments. I thought "oh it is on". Went to registry. The excess fragments were not there. And what more, my registry was decimated. I have not gained a single fragment and lost around 130 green stars (only challenge registry make a ton of these, and I lost full registry of strars except for ONE). Some obtained way before all this was happening.
I was shocked, and went finding out what is happening. Did not find much. Waited for more info. The "fix" of the situation did nothing to my registry. Asked for more info. There was not much. Was afraid to play at all since playing obviously only aggravates these problems. So I did not. I was only brewing potins basically in hope that you would find an actuall fix. Missed the weekend event, it would not help me much since my prepared pages in registry were empty now anyway.
The official reports do not seem to show that you know what was the problem, which does not give me much faith that if I start filling my crippled register, this debacle will not be repeated.
This is supposed to be a community game. It is for a lot of us, me included. In my local community, we share our progress, we keep statistics to compare. With the recent failed changes, there is no point in any comparison. Every post somebody makes about filling anything makes me thing "I could have had that, but it is lost." It is not their fault, I don´t blame them, but I can´t be happy for them, which was a big part of what I loved about this game. Because without community, it really is just placing stickers.
Now you are talking about "make-good" solution. Do you have any idea what dimension compensation would have to be to even come close? How much energy, potions, runestones, dark detectors, silver keys vere invested in this? I may have not invested much real life money into this, only change comparing to some players, but this is a lot of resources.
When finding a solution, please take into account that the most affected players are often the ones that put most resources in the game (time and often money). They will not be happy with a little gold and a few potions.
This is my personal view of course but I am sure that it will resonate with some players. I am still trying to hope that you will find a reasonable solution.
Sorry for the long post, but I did not find a way to make it shorter.
If these aren't going to be returned I hope compensation will cover the 6+ months worth of time and resources required to get the hundreds of green stars that are now missing. It took me 3500 battles to get where I was at, there are dozens of foundables only available in fortresses that I had green stars for that are now gone. If I need 21 more fragments to get the star back again and there are 6 possible drops with a 75% chance of a drop it will take me 168 battles to place that foundable again. Multiply that for almost every fortress foundable and see how much has been lost here.
@hpwulola I’m in the same boat as @Glowie03, and would be interested to know if we’re going to be getting any fragments at all back? I placed/prestiged after the 2.13 update but before the bug was fixed.
@hpwulola what you're basically saying is that we're NOT getting our green stars back, NOR the fragments we lost with the previous update. This is mildly said inacceptable. What is this make-good solution that will make good to months of gameplay, hundreds of runestones and potions, events with rare foundables? Another free gift in the store for everyone?
I'll just give an example what the scope of our losses is. The days before May 29th I spent roughly 90 runestones to collect 21 Thunderbirds and 21 Occamy, so I'll be ready to prestige the page when I get my lost Unicorn and Newt fragments (how silly). Now I have this page reset to zero, when it should be prestiged to gold. And this is just one page.
On the emotional side what happened is highly demotivating. I loved the game, it was fun. I was so excited when I heard about the fragment change. Yey, I'll be able to prestige my pages in this lifetime. Now I don't see this happening if my progress is periodically and randomly swiped away.
The only acceptible solution is to work individually with players to recover or compensate their losses. For some of us this totals to hundreds of runestones, dark detectors, potions and spell books.
Thank you!
+1 to the bummed out list
I was farming fortress challenges to get needed fragments and added repeat image collection on many foundabless... now, I can start over and probably by the time I get all my green stars back, something else will mess up.
i’ve lost fragments, yes, but I lost more time, effort, energy (both ingame as in real life) and now fragment counts have been lowered to make it even more difficult to get back what I lost... i feel like taking 1 step forward, 4 steps back with the last updates. Can you now please not touch the gameplay anymore for the whole summer so I can finally get my pages to gold without setbacks?
or at least communicate a more accurate planning when fixes will be applied so I can close the game before and restart only after all the ranting has stopped?
Wow, “ there isn’t a one-size-fits-all solution to restore fragments”. You guys had decided to not spend sufficient time or money to make quality software, causing major bugs that significantly impact user’s experience, twice. Now you’re not going to spend more efforts to fix those bugs, because there isn’t an easy one-size-fits-all solution? Why not spend more efforts, to fix problems for those dedicated players who got their game progress reversed TWICE? I worked in software development and cannot believe what I’ve experienced here in term of software quality, accountability and user experience. Just to be clear, I believe the mess here most likely come from the very top management. I feel sorry for support personnel like @hpwulola and @HPWUrobert who has a very difficult jobs as a result.
@JasonLYH Good call on requesting the refund. Having worked in software development I thought this was totally unacceptable in term of business practice as well. I also requested refund and received all that I requested.
I also, the 2 times, prestiged immediately all possible pages, and put green stars when not already placed (but not clicked on existing one except on gold pages) and last week, after the re-fix I got no new fragments nor green stars, it was the same as the day before after prestiging all. So the 2nd fix didn't work for me !
But I'm unable to tell exactly which green stars I lost on the first fix, as I don't monitor... 🤔
As a compensation, I'd like to be able to "complete" the pages of the very first Brillant events that I never finished, and in the dities registry, during Dragons event I thought it would end at 11 pm, but it closed at 11am, so I missed 4 Portkeys and stayed on eggs at 9/12 + 11/12. Now with the new count I need 20 of each to prestige silver, so I'd like a "compensated green star" on them if possible... 😅
Educational Decree Number 41
I'm sorry to say, but this sounds like we're going to get another free store bundle for everyone, and the finger for the affected.