Nasty glitch: Zeroed out inventory -

Comments

36 comments

  • Pete

    I have the same glitch. I was ready to 7 star at least 5 guys this week. I am also not regrinding.

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  • Aaron (GPK Producer)

    So generally I would ask that you please don't double-submit issues to the forum AND CS, but the fact that Pete saw this too is... concerning.

    * Did this only happen recently?

    * Have you force-quit the game and re-opened?

    * Did it definitely happen after winning a CC battle?

    It's easier to actually address the problem on an individual basis via CS tickets (so please file a ticket, Pete), but using the forums is good for trying to track down what caused the issue.

    If you *definitely haven't* force-quit the game, my guess is that the client code soft-crashed at some point and cleared a bunch of data. If you force-quit and restart, the game will reload data from the server and all should be well.

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  • J

    This exact thing happened to me. Everything is gone. No equipment or cards left to upgrade. Additionally there are no more activities available to take part in. 

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  • Symphily

    Yes: My inventory all went to zero after yesterday's Arena reset. They were all zeroed when I went to bed, before the server roll-over, so I wondered if they'd be back in the morning - but they weren't.

     

    And yeah, I force-quit after noticing the zeroed out inventory and again this morning, after the server reset.

     

    I also deleted the app and re-downloaded, and re-downloaded all my card data and still zeroes.

     

    No, I cannot confirm that it happened directly after a CC battle, but I can say that's all I was doing when I noticed my inventory was gone: I won my first battle in Arena, scored 100 points, needed to wait 10 mins till next challenge so went to clear energy in CC. Won a few, noticed 1/100, checked inventory, and etc, etc etc.

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  • Aaron (GPK Producer)

    I'm really sorry to hear that. We'll have to have someone take a look at your data directly. Since it's the weekend, though, it might be a few days before that happens.

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  • Pete

    I submitted a ticket. I just woke up this morning and logged in and all tokens are zero. I forced quit and rebooted by phone and keep checking back. I was really hoping to get my last filthy character to 7 stars today before the mad mike event ended, but looks like that isn’t going to happen.

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  • Aaron (GPK Producer)

    Thanks for submitting a ticket. We'll have someone look into this on Monday.

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  • Sergio

    All my inventory is gone as well and cards are zeroed out. I thought it was just me until I read this.

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  • TarlAJohnson

    I was at work and got home at 930pm to see the same glitch, no battles, just everything gone. Didn’t think much Bc I’ve seen other games this has happened on and be reset by morning. The most notorious was zombie cafe. After that my kids gave up wanting to play. This is very disheartening after waking up and seeing the same as last night. I submitted a ticket but honestly won’t hold my breath and probably will be giving my review on iTunes tonight

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  • Dale

    This has happened to me as well. All cards GONE. This after the last update wiped out my whole account and reset everything to zero. Jago’s response was 2 mil coins and 1500 gems which didn’t even get me close to where I was before. Don’t hold your breath people, their customer service is just as bad as their coding.

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  • Ringo76

    Obviously it’s a minor problem compared to the Zero out glitch but last night at the change over to a new day I lost the tokens I was due to get and it also seems like I can not now get insta win tokens when I do individual battles. As I’m planning on stockpiling tokens etc for the eventual next update?

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  • Symphily

    Hi @Ringo, can you clarify which “tokens” went missing at reset? Was it card tokens from the daily log in reward?

    As for instawin tickets, I haven’t played since my inventory got zeroed, but I assume they’re still dropping... Did you test with 100 or so energy on Dolts/Nuts/CC?

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  • Ringo76

    Sorry, it was both the bonus energy and bonus club energy as it crosses over on to a new day at 11pm my time and I didn’t claim them and they we lost when I opened up the game again.

    Normally when I do the individual battle on doors or nuts you get a single instawin token every 3 or 4 battles. I don’t know if they stop issuing them once you have over 500.

    I will test later tonight as I don’t have any activities tokens left

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  • Symphily

    They do still drop after 500 - I was closing in on 1500 banked before zero glitch ...

    I should also add that my card tokens have zeroed, not gems, coins, instawin tickets, Arena tokens, or upgrading materials ...

    🤷‍♂️

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  • Aaron (GPK Producer)

    Hey everyone, I'm really sorry about this. It's very upsetting. It's also confusing as heck because there hasn't been an update in a while - client or server. 

    I have one question - To be clear, your collected tokens have gone to zero, but your character star levels remain the same, right?

    At any rate, please file some CS tickets. Be as detailed as possible with what you believe you've lost.

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  • Symphily

    Agreed, @Aaron, very “confusing”. The fact that it just zeroed toons is super weird. I also noticed there was no difference in the version I was using (v1161). At first I wondered if I had crossed some invisible threshold - I had 2-300 extra tokens for a few 7* toons and was closing in on 7* for the whole set ... but I know there are others with more grind than me, so ... that can’t be it.

     

    And yeah, I have zeroed token counts - * levels stayed the same, just reset to zero. 

    Shouldn’t be an issue, but I have recently upgraded my iOS - using an iPhone 6s on iOS 13.2 ...

    🤔

    🤷‍♂️

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  • Aaron (GPK Producer)

    Symphily did you notice if your XP crate inventory was reset as well?

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  • Mike White (Keats76)

    You know something that has changed ... time. This lines up pretty closely with daylight savings. I noticed That the server reset takes place earlier. I’m on the east coast.

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  • Symphily

    Oooh, I noticed my upgrade materials are zeroed, too =>

    But not ability upgrades =>

     

    Or achievements, gems, coins =>

     

     

     

     

     

    As for the time change, I made it fine for a few days after the time zone change and others seem to have been impacted on Saturday and Sunday, so if that was a factor it wasn't the trigger ...

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  • Symphily

    And yeah, xp crates have been zeroed, too =>

     

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  • Aaron (GPK Producer)

    Thanks for the info. I'm looking at some of the technical stuff now and this is consistent with my hunch that some players had data from a *specific table* wiped, which includes some types of items but not others.

    It's definitely not everyone though. And if it didn't happen on the same date / because of daylight savings time, then I'm not really sure what triggered it.

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  • Sergio

    At first I thought that I happened to me because I had switched over to a new phone. Don’t know how the game was doing beforehand since I didn’t play it until I ported the game over to my new phone.

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  • Mike White (Keats76)

    It may only trigger if you are playing during the reset. Did you play during the reset on any other day after the time change? My inventory is fine but I dont usually play that late at night

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  • Symphily

    Well, if it’s just a wiped table, hopefully it can easily be un-wiped. 😉

    Re-checked to verify: Arena Credits, Calamity Credits, instawin tix were /not/ zeroed.

     

    ETA: Yeah, @Keats, after the time change I was on at reset most nights ... dancing with Gpk4ever - and getting trounced! 😉

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  • J

    It is going to be nearly impossible to be accurate with what I lost I had a number of players ready to be levelled up that had cards beyond what was required to level up. The junk was never something I counted or kept track of, I just know it was a lot. It will be near impossible to account for what was lot.

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  • Gpk4ever

    @Symphily Hopefully it will be sorted soon, cause we miss you! But I understand you and it's many hours of playing/grinding that is gone. As Keats76 my inventory is fine, screenshots is taken as backup if something happens!

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  • Aaron (GPK Producer)

    Hey everyone,

    Here's an update:

    I was able to look through some error logs and the related server code. I have filed a ticket with our hosting provider to confirm my theory, but here's what I think happened:

    - At about 8:50 PM Pacific Time (so AROUND the time of the reset, but not during the reset or because of it), there appears to have been some performance degradation on a key data table that caused data from that table to appear as empty to our game code

    - Our game code may have mis-handled that error, assuming that (possibly on log-in) an empty inventory on that table meant that the player was a new player and should have their inventory data on a different table (the affected one) reset

    - This may have only gone on for five to ten minutes, so it only affected players who triggered whatever code would have handled the problem this way who happened to be playing at that time

    Here's how I would like to handle this:

    As I said, I have filed a ticket with our hosting provider about the issue. I'm not sure if we can get a snapshot of that table from that day, but if we can, I would like to use that to completely restore everybody's inventory to its correct state.

    Please submit tickets to CS about the problem, and INCLUDE YOUR USER ID.

    Regardless of the status of a backup, everybody affected will get gems.

    I would like to request that everybody sit tight for 24 hours to wait for a complete inventory restore, if it's possible. 

    After 24 hours or so (sometime tomorrow afternoon), I will either be able to restore your inventory perfectly, or know for sure that I can't. If I can't, I can either try to distribute tokens based on your recollection of your inventory, or just gift you an absolute crapton of gems that you can use to buy packs.

    Hope this helps!

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  • J

    Where are things at with resolving this particular issue?

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  • Aaron (GPK Producer)

    Update:

    Our hosting provider confirmed that there was some service degradation during the affected time period. However, there's no mechanism in place to do a partial restore for just a few users for one table.

    (Standard procedure would be to just restore a complete DB backup in the event of catastrophic data loss, but that's not what happened so it wouldn't make sense to overwrite the entire DB to restore inventory for less than ten people.)

    So, if you were affected, please file a CS ticket and we'll make sure you get a very good equivalent inventory state.

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  • Symphily

    **OUCH**

     

    My bum hurts. Is this what Aaron (GPK Producer) meant when he said "very good equivalent inventory state"?

     

    Been grinding the game since launch and when glitchy code deletes my entire inventory they toss me a few peanuts and send me on my way =>

     

    Prior to getting my inventory deleted, I had several 7*s with 100-200 tokens waiting for 8* ... Being knocked back to 25 tokens a card? 0.o

     

     

     

    I've been grinding since launch. I had *thousands* of materials that were deleted. So, they toss me 5 materials? 0.o

     

     

    Prior to getting my inventory deleted I had piles of XP, so I dunno how much I lost on that count but it doesn't matter - I'm done: No more GPK for me. I'll have more time for Zelda, and Diablo Immortal looks sick!

     

    So good luck to Gpk4ever + all the other OGs, and everyone left to wallow about in the heap. Onwards!

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