Transcript of Login Lockout - Leads Update - RuneScape Stream (Mar 2021)

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  • Mod Hooli [0:10]: Hello everybody and thank you for joining us on today's RuneScape livestream. It's really great to be here with everyone. We know it's been a while, um, but today we're here to talk about one thing, and one thing only. Obviously it's the login lockouts. Uh, after four days of updates as we've been completing our investigations, working really hard, uh, we just felt like this was the perfect opportunity to sit down with all of you out there in the community, uh, just to bring you some more insight, uh, into what happened and what we're doing and answer some of your burning questions. Um, but before we do--you've probably spotted him already--uh, we have the one and only Mod Pips with us here, uh, just to say some words before we start, so without further ado, take it away Pips!
  • Mod Pips: [0:49]: Thank you. Um, hey everyone! Um, as Jagex's CEO, I'm responsible for the whole company and that's why I wanted you to hear from me about this, uh, login lockout situation. The last few days, a subset of our players haven't been able to log into the game. Um, Not being able to play for several days is obviously frustrating. There's gonna be some people where they might be anxious, um, when can they get back in, um, how much are they missing out on before that happens. Um, you know, fortunately it is, you know, the vast majority of players are unaffected, but regardless of how many players have been impacted...
  • Mod Hooli [1:24]: Mmmhmm.
  • Mod Pips: [1:25]: ...we know it's imperative to get, uh, you back in game as swiftly and as smoothly as possible. Everyone at Jagex is taking this incredibly seriously. Uh, we're doing our utmost to get you back in and enjoying the game. And look, we know that running a persistent online game means your access to the world of RuneScape is our core duty to you. Um, this has been caused by a technical problem on our side. It's the first time in 20 years we've had a an issue we couldn't recover from in, in a few hours. The underlying issue has been addressed and our focus now is on, uh, getting those affected back into game as soon as possible. That means teams from across Jagex from our network operations teams, game engine team, community, game development, customer service, and many more, have been working on this relentlessly. Like, really around the clock to resolve this. I can confirm it really is the company's number one priority to get you back in so you can continue your journey in RuneScape. We will get you playing, if it takes a few more days. Um, we know that you have lost time in game, and we intend to make good on this, but fir--, our first and exclusive focus is on, you know, getting you back in. Um, we really appreciate your patience. In this live team that... uh, l... in this live stream our team will give you a bit more info on what... what's happened what we're doing about it, um but look, we... we... we appreciate your... your patience and support on this and, uh, we'll... we'll get you back in soon.
  • Mod Hooli [2:42] Yeah, thanks Mod Pips. Uh, I think that speaks massively to how everyone on the team is feeling too. Um, thanks so much for joining us as well. I know you're going to be shooting off and we're going to be changing the roster very quickly here [laughs], but we appreciate you dropping by.
  • Mod Pips: [2:56]: Welcome.
  • Mod Hooli [2:59]: Alright! It's time to move on to this new roster we talked about. Um, if we can switch production to, uh, introduce, uh, the new JMods that have magically just appeared in front of you. Thanks, production team. Uh, now we're gonna take you through, uh the login lockout in more detail. Um, so we've got some faces to introduce today. Um, uh, first we're gonna go to, uh, I D 0, Mod ID0. I... Hopefully I've got that all right. Our Senior Vice President of Technology. How you doing ID?
  • Mod ID0: [3:28]: Good, how you doing?
  • Mod Hooli [3:30]: Good! Yeah, like I said, [indistinct] we've all been working long hours so, uh, you know, I think we're all eager to get in front of you and, and talk out there. So it's great to have you with us. Uh, we've also got Mod ZZ, who's our Senior Director of Analytics, Data Science, and Engineering. Also known as ADSE. Hey ZZ.
  • Mod ZZ [3:45]: Hey everybody, how you doing today?
  • Mod Hooli [3:48]: Uh, also, um, has the coolest hammer of all time in his background. Uh, uh, so I know never to rob you. And of course, there's also, uh, the Executive Producer of RuneScape with us, it's Mod Warden. Hey Warden.
  • Mod Warden [4:01]: Hey everyone.
  • Mod Hooli [4:03]: Okay, so we're gonna get into the... to... uh, this pretty quickly here. Mod Warden, I'm gonna come to you first, because I think you probably have plenty to say on this, about what's happening so far and also what's going on with the team right now, so can you just run us through the... the latest, kind of, as we are today and... and kind of, what's going on?
  • Mod Warden [4:22]: Yeah. You know, first off it's been... been quite the week for... for everyone, right? I can imagine what the... the players are going... going through now not getting to access the game, uh, I think everyone loves, and I think the team is pretty knackered trying to restore all the... the services, and we've just been working non-stop on... on this and... and just want to echo what Mod Pips was saying, you know, very very frustrating moment, um, we're working as quickly as possible to kind of restore all the... of the key services and get everybody running in tip-top shape, and... and that's really our... our focus right... right now. This is our.. our number one priority, and... and we're... we're kind of moving into nex... next steps. Brought some new... new faces of the table with Mod ZZ and... and I... I think everyone's having a chuckle at you there, uh... uh... Glenn, um and uh, and then of course our... our VP of Technology. These, these are folks that... that uh, are working diligently, relentlessly behind the scenes and, you know, we've got a massive production team. All they're trying to do right now is get everybody back in... in the right spot. We've got, you know, our QA teams are working overtime. Our platform teams, all areas of support in the company right now are taking this super super seriously, right? Uh, and that's a picture... everyone's tired and exhausted, doing the very gest they can here. Um, one of the things I'm... gosh... [starts to get emotional] I'm just so proud about the community, on the support they give everyone. [pauses due to emotion]. Sorry guys. [laughs]
  • Mod Hooli [6:09]: [laughs] It's okay.
  • Mod Warden [6:12]: But the support is amazing
00:06:15,360

but the support is amazing

397 00:06:15,680 --> 00:06:19,520 i think id zero as well you've been uh

399 00:06:18,160 --> 00:06:21,280 saying a lot about

401 00:06:19,520 --> 00:06:24,000 the way the community's kind of fueled

403 00:06:21,280 --> 00:06:27,199 the team right

405 00:06:24,000 --> 00:06:30,639 totally so you know coffee and pizza

407 00:06:27,199 --> 00:06:33,440 only go so long right before

409 00:06:30,639 --> 00:06:34,560 and just to seeing the encouragement

411 00:06:33,440 --> 00:06:36,800 right from the community

413 00:06:34,560 --> 00:06:38,319 just it makes you want to kind of keep

415 00:06:36,800 --> 00:06:40,319 going so i can't

417 00:06:38,319 --> 00:06:42,240 i can't express enough thanks right to

419 00:06:40,319 --> 00:06:43,280 the community it really helps especially

421 00:06:42,240 --> 00:06:44,800 when it's uh

423 00:06:43,280 --> 00:06:46,000 you know you're turning over midnight

425 00:06:44,800 --> 00:06:46,639 right and you're still trying to go

427 00:06:46,000 --> 00:06:48,240 right because

429 00:06:46,639 --> 00:06:50,160 we are doing everything we can to get

431 00:06:48,240 --> 00:06:52,080 you back in and while it is a limited

433 00:06:50,160 --> 00:06:53,680 number of players it doesn't matter we

435 00:06:52,080 --> 00:06:55,520 need to get everyone back in and this is

437 00:06:53,680 --> 00:06:57,199 our primary focus so

439 00:06:55,520 --> 00:06:59,280 but thank you for the encouragement this

441 00:06:57,199 --> 00:07:00,639 is this is you guys are amazing so thank

443 00:06:59,280 --> 00:07:02,160 you

445 00:07:00,639 --> 00:07:04,240 i mean you're seeing in the chat now

447 00:07:02,160 --> 00:07:05,759 like seriously when we say you're

449 00:07:04,240 --> 00:07:06,639 amazing you're amazing the level of

451 00:07:05,759 --> 00:07:09,520 understanding and

453 00:07:06,639 --> 00:07:10,720 and kind of throughout this i think the

455 00:07:09,520 --> 00:07:12,960 support we've seen

457 00:07:10,720 --> 00:07:14,400 you know as all of us are kind of

459 00:07:12,960 --> 00:07:15,360 working really hard to do the best by

461 00:07:14,400 --> 00:07:17,840 you

463 00:07:15,360 --> 00:07:19,039 um it does mean a lot like you know this

465 00:07:17,840 --> 00:07:20,479 is i think everyone in this room will

467 00:07:19,039 --> 00:07:21,759 say this is more than just a job to us

469 00:07:20,479 --> 00:07:23,680 and you're more than just players or

471 00:07:21,759 --> 00:07:26,960 citizens right so

473 00:07:23,680 --> 00:07:28,240 yeah it's a big thing but uh

475 00:07:26,960 --> 00:07:30,720 you know we understand the frustration

477 00:07:28,240 --> 00:07:32,880 we're doing everything we can um

479 00:07:30,720 --> 00:07:34,160 and you know i think to talk a little

481 00:07:32,880 --> 00:07:37,039 bit about

483 00:07:34,160 --> 00:07:38,880 um you know like as we kind of go into

485 00:07:37,039 --> 00:07:40,160 the detail today a little bit more

487 00:07:38,880 --> 00:07:42,960 and you know we've got our technical

489 00:07:40,160 --> 00:07:44,160 wizards here of id 0 and zz who are

491 00:07:42,960 --> 00:07:45,120 going to speak to this way better than

493 00:07:44,160 --> 00:07:46,240 we ever could

495 00:07:45,120 --> 00:07:48,960 you know just know that's behind

497 00:07:46,240 --> 00:07:50,800 everything and as to what we talked to

499 00:07:48,960 --> 00:07:52,800 yeah you know it's like we've got all

501 00:07:50,800 --> 00:07:53,280 eyes on on this and the company we've

503 00:07:52,800 --> 00:07:55,680 got

505 00:07:53,280 --> 00:07:58,160 awesome executive support we've got you

507 00:07:55,680 --> 00:08:00,080 know all the mad scientists and

509 00:07:58,160 --> 00:08:01,440 and people that are just you know

511 00:08:00,080 --> 00:08:04,000 keeping everything

513 00:08:01,440 --> 00:08:05,599 moving um you know it's like one of the

515 00:08:04,000 --> 00:08:09,280 the folks i'll eventually

517 00:08:05,599 --> 00:08:12,960 uh bring online here is introduce you to

519 00:08:09,280 --> 00:08:13,840 our lead producer teemu you know the guy

521 00:08:12,960 --> 00:08:17,039 is

523 00:08:13,840 --> 00:08:18,479 is just working at all lengths to just

525 00:08:17,039 --> 00:08:21,680 kind of get everything

527 00:08:18,479 --> 00:08:23,919 back in shape and lemon rob's teams here

529 00:08:21,680 --> 00:08:25,440 like the same the same level of support

531 00:08:23,919 --> 00:08:27,680 you know it's it's it's so

533 00:08:25,440 --> 00:08:28,639 just awesome to see how well everyone is

535 00:08:27,680 --> 00:08:30,879 working

537 00:08:28,639 --> 00:08:32,399 sorry i'm a little uh emotional on this

539 00:08:30,879 --> 00:08:33,919 this one but

541 00:08:32,399 --> 00:08:35,680 this is what happens when we're living

543 00:08:33,919 --> 00:08:39,200 and breathing it right right

545 00:08:35,680 --> 00:08:40,640 so yeah for sure

547 00:08:39,200 --> 00:08:42,399 all right well i'm sure a lot of you are

549 00:08:40,640 --> 00:08:43,919 keen for us to go uh

551 00:08:42,399 --> 00:08:45,519 and kind of talk a little bit about more

553 00:08:43,919 --> 00:08:47,680 about what's happened um

555 00:08:45,519 --> 00:08:49,279 and what we're doing and kind of um kind

557 00:08:47,680 --> 00:08:50,640 of bring you forward and up-to-date on

559 00:08:49,279 --> 00:08:52,320 on everything so

561 00:08:50,640 --> 00:08:53,760 um firstly i just want to do a bit more

563 00:08:52,320 --> 00:08:55,839 of an introduction because you may see

565 00:08:53,760 --> 00:08:57,120 these you know amazing fancy titles but

567 00:08:55,839 --> 00:08:58,480 you may not know what they mean in the

569 00:08:57,120 --> 00:09:01,279 gaming space so

571 00:08:58,480 --> 00:09:02,720 um mod id 0 gonna come to you first

573 00:09:01,279 --> 00:09:04,160 senior vice president of technology

575 00:09:02,720 --> 00:09:06,080 do you want to tell us quickly a little

577 00:09:04,160 --> 00:09:06,720 bit about you know who you are what that

579 00:09:06,080 --> 00:09:08,160 means for

581 00:09:06,720 --> 00:09:10,160 for what you do at jagex and kind of

583 00:09:08,160 --> 00:09:10,800 what your teams take care of uh when it

585 00:09:10,160 --> 00:09:13,920 comes to

587 00:09:10,800 --> 00:09:16,000 runescape so

589 00:09:13,920 --> 00:09:17,920 overall i'm accountable for technology

591 00:09:16,000 --> 00:09:19,360 for jagex right and kind of and driving

593 00:09:17,920 --> 00:09:22,480 us forward there

595 00:09:19,360 --> 00:09:25,120 uh and in more detail it's things like

597 00:09:22,480 --> 00:09:27,519 all of our servers or our platform like

599 00:09:25,120 --> 00:09:29,519 the account system and e-commerce

601 00:09:27,519 --> 00:09:31,680 uh corporate id things of that nature

603 00:09:29,519 --> 00:09:32,720 right it's it's technology from like a

605 00:09:31,680 --> 00:09:35,760 broad perspective

607 00:09:32,720 --> 00:09:37,120 so cool and then same question to you

609 00:09:35,760 --> 00:09:40,640 as well mods easy i mean you have the

611 00:09:37,120 --> 00:09:40,640 even longer tails so

613 00:09:40,720 --> 00:09:44,480 i'm primarily responsible for drinking

615 00:09:42,800 --> 00:09:47,920 as much coffee as possible

617 00:09:44,480 --> 00:09:51,120 um beyond that um

619 00:09:47,920 --> 00:09:54,720 beyond that uh some so my gig here guys

621 00:09:51,120 --> 00:09:56,880 uh is uh i look after the data

623 00:09:54,720 --> 00:09:57,839 that runs the back end of the system

625 00:09:56,880 --> 00:10:01,200 where

627 00:09:57,839 --> 00:10:04,079 where mod id 0 manages the house um

629 00:10:01,200 --> 00:10:05,120 i build up the data structures um that

631 00:10:04,079 --> 00:10:07,760 we use

633 00:10:05,120 --> 00:10:09,360 to make the game better so as is warden

635 00:10:07,760 --> 00:10:10,320 up there is coming up for creative and

637 00:10:09,360 --> 00:10:13,040 cool things to

639 00:10:10,320 --> 00:10:14,880 to build for you guys what we do is use

641 00:10:13,040 --> 00:10:16,480 the data of what you do during the game

643 00:10:14,880 --> 00:10:18,000 to see where pain points are when we

645 00:10:16,480 --> 00:10:20,880 need to fix things

647 00:10:18,000 --> 00:10:22,399 we help uh we help the the dev side of

649 00:10:20,880 --> 00:10:23,440 design figure out what they want to add

651 00:10:22,399 --> 00:10:25,760 to the game

653 00:10:23,440 --> 00:10:28,000 so in the part of that is understanding

655 00:10:25,760 --> 00:10:30,000 where all the data flows

657 00:10:28,000 --> 00:10:31,200 so we put in a term we're going to geek

659 00:10:30,000 --> 00:10:33,600 about a little bit later

661 00:10:31,200 --> 00:10:34,880 called telemetry um which is those

663 00:10:33,600 --> 00:10:36,640 triggering points when you

665 00:10:34,880 --> 00:10:38,399 you get something or you do something in

667 00:10:36,640 --> 00:10:40,240 the game we pull data for

669 00:10:38,399 --> 00:10:42,000 so we're the we're the data geeks and

671 00:10:40,240 --> 00:10:42,959 the data science geeks and the data

673 00:10:42,000 --> 00:10:46,399 engineering geeks

675 00:10:42,959 --> 00:10:47,120 at the at the company like to throw into

677 00:10:46,399 --> 00:10:49,519 you guys are

679 00:10:47,120 --> 00:10:50,240 industry heavyweights your your

681 00:10:49,519 --> 00:10:52,240 backgrounds

683 00:10:50,240 --> 00:10:53,279 and and everything that you bring to

685 00:10:52,240 --> 00:10:55,839 jagex are

687 00:10:53,279 --> 00:10:56,720 just phenomenal and and we couldn't do

689 00:10:55,839 --> 00:10:58,480 it without

691 00:10:56,720 --> 00:11:02,399 you know live game experiences that you

693 00:10:58,480 --> 00:11:02,399 guys also also bring to the table

695 00:11:02,959 --> 00:11:06,959 so to get into this a little bit i think

697 00:11:05,279 --> 00:11:08,880 uh based on what you said as well

699 00:11:06,959 --> 00:11:10,160 zz id 0 is probably the best place to

701 00:11:08,880 --> 00:11:12,240 talk about this so

703 00:11:10,160 --> 00:11:13,680 um i know internally we've kind of

705 00:11:12,240 --> 00:11:14,480 talked about this as a bit of a perfect

707 00:11:13,680 --> 00:11:16,000 storm

709 00:11:14,480 --> 00:11:17,680 incident of these various events coming

711 00:11:16,000 --> 00:11:19,440 together you know um

713 00:11:17,680 --> 00:11:20,880 what can we say about the the incident

715 00:11:19,440 --> 00:11:23,680 that that happened that kind of got us

717 00:11:20,880 --> 00:11:23,680 to where we are today

719 00:11:23,839 --> 00:11:27,440 so from a high level i mean the current

721 00:11:26,959 --> 00:11:29,360 game

723 00:11:27,440 --> 00:11:31,040 uh state game system has been around for

725 00:11:29,360 --> 00:11:32,880 you know over a decade right so it's

727 00:11:31,040 --> 00:11:34,560 kind of been through its trials

729 00:11:32,880 --> 00:11:36,000 and nothing like this ever happened

731 00:11:34,560 --> 00:11:37,839 before right

733 00:11:36,000 --> 00:11:39,360 um there's a series of unfortunate

735 00:11:37,839 --> 00:11:42,160 events that aligned up

737 00:11:39,360 --> 00:11:43,600 just right um which introduced a really

739 00:11:42,160 --> 00:11:45,839 serious bug that

741 00:11:43,600 --> 00:11:46,640 prevented both the live and backup

743 00:11:45,839 --> 00:11:49,279 systems

745 00:11:46,640 --> 00:11:50,560 um from functioning properly right so

747 00:11:49,279 --> 00:11:52,079 those events started

749 00:11:50,560 --> 00:11:53,519 back on february 8th and there's a

751 00:11:52,079 --> 00:11:54,480 number of additional events to happen

753 00:11:53,519 --> 00:11:56,480 throughout that

755 00:11:54,480 --> 00:11:58,320 up until we saw its ugly head on on

757 00:11:56,480 --> 00:12:00,959 march 4th so

759 00:11:58,320 --> 00:12:01,360 um so we put some some manual steps in

761 00:12:00,959 --> 00:12:02,639 place

763 00:12:01,360 --> 00:12:04,480 you know almost immediately after it

765 00:12:02,639 --> 00:12:05,360 happened to prevent it from happening

767 00:12:04,480 --> 00:12:07,120 again

769 00:12:05,360 --> 00:12:09,200 and then simultaneously we're putting in

771 00:12:07,120 --> 00:12:10,160 some some larger architectural changes

773 00:12:09,200 --> 00:12:12,399 right so that

775 00:12:10,160 --> 00:12:13,920 uh we can just get rid of this right i

777 00:12:12,399 --> 00:12:16,160 mean if i just sum it up

779 00:12:13,920 --> 00:12:17,680 short term we're fixing this problem

781 00:12:16,160 --> 00:12:19,920 long term we're going to crush it

783 00:12:17,680 --> 00:12:22,320 right so that's where we're at from from

785 00:12:19,920 --> 00:12:23,760 a big picture kind of point of view

787 00:12:22,320 --> 00:12:26,720 so yeah we're trying to make this you

789 00:12:23,760 --> 00:12:28,240 know a one-time event and do everything

791 00:12:26,720 --> 00:12:31,200 we can to to protect against that is

793 00:12:28,240 --> 00:12:31,200 basically what we're saying right

795 00:12:32,639 --> 00:12:36,720 cool so it's easy obviously on your side

797 00:12:35,360 --> 00:12:38,240 you know your team's been

799 00:12:36,720 --> 00:12:39,839 a huge part of the work going across our

801 00:12:38,240 --> 00:12:41,440 technical departments to get people

803 00:12:39,839 --> 00:12:44,320 playing you know we've talked about this

805 00:12:41,440 --> 00:12:46,240 idea of stitching telemetry to people's

807 00:12:44,320 --> 00:12:48,480 accounts from the data they had

809 00:12:46,240 --> 00:12:50,079 in february you know it's and that this

811 00:12:48,480 --> 00:12:52,320 is a big undertaking

813 00:12:50,079 --> 00:12:54,320 i know some people out there are even

815 00:12:52,320 --> 00:12:55,040 keen to know what telemetry as an idea

817 00:12:54,320 --> 00:12:57,279 even means

819 00:12:55,040 --> 00:12:59,040 uh so can you explain to people a little

821 00:12:57,279 --> 00:13:00,639 bit about the solution we're working

823 00:12:59,040 --> 00:13:03,040 through what telemetry is

825 00:13:00,639 --> 00:13:03,680 uh as a kind of asset that we're using

827 00:13:03,040 --> 00:13:05,200 here

829 00:13:03,680 --> 00:13:06,399 um and anything else you can tell us

831 00:13:05,200 --> 00:13:07,600 about the kind of solution that's

833 00:13:06,399 --> 00:13:11,040 underway

835 00:13:07,600 --> 00:13:12,000 yeah sure um why dcr kind of framed up

837 00:13:11,040 --> 00:13:14,079 the situation

839 00:13:12,000 --> 00:13:15,360 really rare event on top of a really

841 00:13:14,079 --> 00:13:18,480 rare event creates a

843 00:13:15,360 --> 00:13:19,279 bad scenario um so what we're doing is

845 00:13:18,480 --> 00:13:22,320 taking

847 00:13:19,279 --> 00:13:23,920 our job is to take basically all of the

849 00:13:22,320 --> 00:13:24,959 affected accounts pretty much everybody

851 00:13:23,920 --> 00:13:28,000 who was in that

853 00:13:24,959 --> 00:13:29,680 arena and gather all that data um and

855 00:13:28,000 --> 00:13:31,839 then we need to look at

857 00:13:29,680 --> 00:13:35,279 uh i guess i should back up and say what

859 00:13:31,839 --> 00:13:37,760 is telemetry first telemetry or triggers

861 00:13:35,279 --> 00:13:39,920 that we put into the game that shoot us

863 00:13:37,760 --> 00:13:43,760 a little bit of data that says

865 00:13:39,920 --> 00:13:45,279 um that dude just bought this item or

867 00:13:43,760 --> 00:13:47,440 this dude got this or

869 00:13:45,279 --> 00:13:49,920 completed this quest and we used that

871 00:13:47,440 --> 00:13:51,680 information to again like i said to help

873 00:13:49,920 --> 00:13:53,120 mod warden figure out what's going on in

875 00:13:51,680 --> 00:13:55,839 the game

877 00:13:53,120 --> 00:13:57,199 in this scenario we're using that same

879 00:13:55,839 --> 00:13:58,959 data system

881 00:13:57,199 --> 00:14:01,199 to harvest out as much of the

883 00:13:58,959 --> 00:14:03,760 information that explains

885 00:14:01,199 --> 00:14:05,120 what your account is right so your

887 00:14:03,760 --> 00:14:08,000 account is all about you

889 00:14:05,120 --> 00:14:08,320 and your journey but in the data that's

891 00:14:08,000 --> 00:14:10,079 how

893 00:14:08,320 --> 00:14:12,079 what weapon you're using what currency

895 00:14:10,079 --> 00:14:13,680 you had what progression you were at

897 00:14:12,079 --> 00:14:15,519 there's a lot of details that go into

899 00:14:13,680 --> 00:14:16,160 your account so your account and our

901 00:14:15,519 --> 00:14:18,480 little file

903 00:14:16,160 --> 00:14:20,639 may be this long for the name it's about

905 00:14:18,480 --> 00:14:24,240 this long

907 00:14:20,639 --> 00:14:27,600 it's longer than the hammer i promise

909 00:14:24,240 --> 00:14:28,639 behind it um so what our job our job is

911 00:14:27,600 --> 00:14:32,160 to

913 00:14:28,639 --> 00:14:34,079 create that list all of that stuff

915 00:14:32,160 --> 00:14:37,199 together in a file

917 00:14:34,079 --> 00:14:40,480 in a structure that our combined teams

919 00:14:37,199 --> 00:14:42,399 even beyond beyond id0 and me's teams

921 00:14:40,480 --> 00:14:45,199 it's a big group effort

923 00:14:42,399 --> 00:14:46,000 can use to then basically rebuild your

925 00:14:45,199 --> 00:14:47,440 save game

927 00:14:46,000 --> 00:14:49,199 i kind of think of it this way you

929 00:14:47,440 --> 00:14:50,720 played a single player game and the save

931 00:14:49,199 --> 00:14:51,360 game doesn't always work if you've done

933 00:14:50,720 --> 00:14:53,040 that

935 00:14:51,360 --> 00:14:55,199 in this case what we're doing is

937 00:14:53,040 --> 00:14:56,959 rebuilding that save game

939 00:14:55,199 --> 00:14:58,800 um and so that's the process we're going

941 00:14:56,959 --> 00:14:59,920 through right now the complexity in

943 00:14:58,800 --> 00:15:02,000 behind it

945 00:14:59,920 --> 00:15:03,199 which gets fun for geeks for if you're

947 00:15:02,000 --> 00:15:05,920 really geeky about it

949 00:15:03,199 --> 00:15:07,040 but also very complex every little thing

951 00:15:05,920 --> 00:15:08,880 in that variables

953 00:15:07,040 --> 00:15:10,720 has to be checked all the way down to

955 00:15:08,880 --> 00:15:11,839 your game file because if we make a

957 00:15:10,720 --> 00:15:14,399 mistake

959 00:15:11,839 --> 00:15:16,959 that could cause your account a problem

961 00:15:14,399 --> 00:15:19,680 and and so we're focused very much on

963 00:15:16,959 --> 00:15:20,720 quality first we want to be right for

965 00:15:19,680 --> 00:15:22,560 all of you

967 00:15:20,720 --> 00:15:24,240 right is right is the number one thing

969 00:15:22,560 --> 00:15:26,800 we need you to be healthy and

971 00:15:24,240 --> 00:15:28,720 back in the world with us um so so

973 00:15:26,800 --> 00:15:31,199 that's where our focus is right now

975 00:15:28,720 --> 00:15:32,399 and we're going as fast as we can do we

977 00:15:31,199 --> 00:15:35,120 can do that work and

979 00:15:32,399 --> 00:15:35,120 and be right

981 00:15:35,680 --> 00:15:39,040 and i also know you've been working not

983 00:15:37,920 --> 00:15:40,639 just on on

985 00:15:39,040 --> 00:15:42,639 kind of fixing the problem and kind of

987 00:15:40,639 --> 00:15:44,959 bringing this information together and

989 00:15:42,639 --> 00:15:46,399 you know with the telemetry but you've

991 00:15:44,959 --> 00:15:47,279 also been helping our other teams like

993 00:15:46,399 --> 00:15:49,279 player support

995 00:15:47,279 --> 00:15:50,720 reach out to people as well right like

997 00:15:49,279 --> 00:15:53,199 you've been able to identify accounts

999 00:15:50,720 --> 00:15:55,040 even if they don't have a ticket

1001 00:15:53,199 --> 00:15:56,880 yeah so one of the interesting things

1003 00:15:55,040 --> 00:15:59,120 about this is

1005 00:15:56,880 --> 00:16:00,639 all of you out there uh who are probably

1007 00:15:59,120 --> 00:16:02,160 watching today maybe you've logged in

1009 00:16:00,639 --> 00:16:03,680 already or tried to log in

1011 00:16:02,160 --> 00:16:05,600 there's a bunch of people who have not

1013 00:16:03,680 --> 00:16:06,720 tried to login yet and we've already

1015 00:16:05,600 --> 00:16:08,560 preemptively

1017 00:16:06,720 --> 00:16:10,160 looked at we found some problems in a

1019 00:16:08,560 --> 00:16:13,040 few of those accounts

1021 00:16:10,160 --> 00:16:13,440 i want to reiterate it's so easy to get

1023 00:16:13,040 --> 00:16:15,440 uh

1025 00:16:13,440 --> 00:16:16,959 confused in this there's a small it's

1027 00:16:15,440 --> 00:16:17,920 actually a subsection of players

1029 00:16:16,959 --> 00:16:20,959 affected here

1031 00:16:17,920 --> 00:16:22,959 most players are fine right but but this

1033 00:16:20,959 --> 00:16:24,800 subsection we've been able to identify

1035 00:16:22,959 --> 00:16:26,480 even people who haven't logged in

1037 00:16:24,800 --> 00:16:28,079 in the hopes that we can get that

1039 00:16:26,480 --> 00:16:30,720 corrected and get their

1041 00:16:28,079 --> 00:16:32,240 situation straight um so by the time

1043 00:16:30,720 --> 00:16:33,759 they come back to play

1045 00:16:32,240 --> 00:16:35,680 they'll never know there was a problem

1047 00:16:33,759 --> 00:16:39,279 which is usually

1049 00:16:35,680 --> 00:16:40,560 how we like it um uh so that so we're

1051 00:16:39,279 --> 00:16:43,120 working that the players who

1053 00:16:40,560 --> 00:16:44,560 who don't have a problem yet and we're

1055 00:16:43,120 --> 00:16:47,199 working with the people who do

1057 00:16:44,560 --> 00:16:47,920 and um we got people working around the

1059 00:16:47,199 --> 00:16:49,839 clock

1061 00:16:47,920 --> 00:16:51,279 um until we can get this straightened

1063 00:16:49,839 --> 00:16:52,639 out

1065 00:16:51,279 --> 00:16:54,639 yeah so yesterday in our update

1067 00:16:52,639 --> 00:16:56,560 obviously we posted that um

1069 00:16:54,639 --> 00:16:57,680 you know about the february 8th data and

1071 00:16:56,560 --> 00:16:58,480 kind of what we're doing to bring the

1073 00:16:57,680 --> 00:17:00,800 accounts

1075 00:16:58,480 --> 00:17:02,560 as up-to-date as we can through this

1077 00:17:00,800 --> 00:17:04,799 telemetry solution

1079 00:17:02,560 --> 00:17:06,240 um you know how confident we in that

1081 00:17:04,799 --> 00:17:08,079 what's the kind of work that's going

1083 00:17:06,240 --> 00:17:10,240 underway to even bring those two things

1085 00:17:08,079 --> 00:17:13,600 together

1087 00:17:10,240 --> 00:17:15,360 so kind of if you break that down um

1089 00:17:13,600 --> 00:17:16,839 the first things first is we're going

1091 00:17:15,360 --> 00:17:18,720 back to the server and we're pulling

1093 00:17:16,839 --> 00:17:20,319 information and then we're pulling all

1095 00:17:18,720 --> 00:17:21,679 that telemetry get together and we've

1097 00:17:20,319 --> 00:17:24,160 got to refactor it all

1099 00:17:21,679 --> 00:17:25,760 and make it shaped in a way that'll work

1101 00:17:24,160 --> 00:17:28,559 uh for the engine

1103 00:17:25,760 --> 00:17:30,640 to to pick it up and go do it um also

1105 00:17:28,559 --> 00:17:32,080 from the as as we call that before from

1107 00:17:30,640 --> 00:17:35,440 the player service side all those

1109 00:17:32,080 --> 00:17:38,160 accounts that uh may not know they have

1111 00:17:35,440 --> 00:17:39,679 a problem we need to gather those in

1113 00:17:38,160 --> 00:17:41,360 also there's a few of you who are

1115 00:17:39,679 --> 00:17:43,360 logging in who've already seen problems

1117 00:17:41,360 --> 00:17:45,280 on your account it's a small number

1119 00:17:43,360 --> 00:17:46,880 but we're working through that process

1121 00:17:45,280 --> 00:17:48,160 as well of people who logged in and went

1123 00:17:46,880 --> 00:17:50,880 wait a minute i just

1125 00:17:48,160 --> 00:17:51,360 like i got rolled back these levels um

1127 00:17:50,880 --> 00:17:53,360 so

1129 00:17:51,360 --> 00:17:54,960 so we're not forgetting any piece of

1131 00:17:53,360 --> 00:17:56,320 this detail that we can we're trying to

1133 00:17:54,960 --> 00:17:59,440 pull all that together

1135 00:17:56,320 --> 00:18:00,080 once we get those files done what we'll

1137 00:17:59,440 --> 00:18:03,919 do is

1139 00:18:00,080 --> 00:18:06,400 then pass that back into a qa process

1141 00:18:03,919 --> 00:18:08,000 and so what will happen is we think

1143 00:18:06,400 --> 00:18:10,559 we're right we're going to stress

1145 00:18:08,000 --> 00:18:11,520 about being correct but it's millions of

1147 00:18:10,559 --> 00:18:13,280 rows of data

1149 00:18:11,520 --> 00:18:14,720 and we need we want to double check

1151 00:18:13,280 --> 00:18:17,760 before we fire the gun

1153 00:18:14,720 --> 00:18:18,720 right so so that'll go into a qa process

1155 00:18:17,760 --> 00:18:21,280 where we have some

1157 00:18:18,720 --> 00:18:22,720 smart ninjas that will will punch

1159 00:18:21,280 --> 00:18:24,720 through all of that detail

1161 00:18:22,720 --> 00:18:26,480 and double check us and then there will

1163 00:18:24,720 --> 00:18:28,799 be another couple of steps

1165 00:18:26,480 --> 00:18:30,320 um and then we'll we'll we'll get back

1167 00:18:28,799 --> 00:18:32,720 into that's when we'll start

1169 00:18:30,320 --> 00:18:35,520 uh closing this up hopefully and

1171 00:18:32,720 --> 00:18:37,679 completing the process

1173 00:18:35,520 --> 00:18:38,880 now i think i'd be remiss you know

1175 00:18:37,679 --> 00:18:41,360 talking about that process

1177 00:18:38,880 --> 00:18:42,880 uh which you know i know from the cause

1179 00:18:41,360 --> 00:18:44,559 i've been is extremely complex and

1181 00:18:42,880 --> 00:18:46,080 there's a lot going on

1183 00:18:44,559 --> 00:18:47,520 um but one of the biggest questions we

1185 00:18:46,080 --> 00:18:48,080 had when we posted yesterday's update

1187 00:18:47,520 --> 00:18:50,160 was

1189 00:18:48,080 --> 00:18:52,160 what do we expect the telemetry to

1191 00:18:50,160 --> 00:18:53,520 capture or not as the case may be is

1193 00:18:52,160 --> 00:18:55,280 that something we can even speak to at

1195 00:18:53,520 --> 00:18:59,039 this point

1197 00:18:55,280 --> 00:19:01,360 um we're still a work in process um

1199 00:18:59,039 --> 00:19:02,320 as i said there's a lot of detail here

1201 00:19:01,360 --> 00:19:04,080 um so

1203 00:19:02,320 --> 00:19:06,720 if you think about how we're approaching

1205 00:19:04,080 --> 00:19:07,760 this uh like i said we capture a lot of

1207 00:19:06,720 --> 00:19:10,080 that data

1209 00:19:07,760 --> 00:19:12,000 so um things like progression and

1211 00:19:10,080 --> 00:19:13,360 currencies and things like that so as we

1213 00:19:12,000 --> 00:19:15,760 build that up

1215 00:19:13,360 --> 00:19:17,280 um we know that we'll get a vast

1217 00:19:15,760 --> 00:19:19,360 majority of it

1219 00:19:17,280 --> 00:19:21,360 we also know that we'll probably miss a

1221 00:19:19,360 --> 00:19:24,559 couple of fringe cases

1223 00:19:21,360 --> 00:19:27,600 um and please we we beg your forgiveness

1225 00:19:24,559 --> 00:19:28,559 on that but we'll have a player support

1227 00:19:27,600 --> 00:19:30,880 process

1229 00:19:28,559 --> 00:19:31,679 that even after we fix the bulk of this

1231 00:19:30,880 --> 00:19:33,520 subset

1233 00:19:31,679 --> 00:19:35,679 that that we're dealing with um and all

1235 00:19:33,520 --> 00:19:38,400 those players go back and playing

1237 00:19:35,679 --> 00:19:39,520 if one of you out there says wow i still

1239 00:19:38,400 --> 00:19:41,360 got a problem

1241 00:19:39,520 --> 00:19:42,799 we'll have a structure in place for you

1243 00:19:41,360 --> 00:19:43,760 through our players support and come

1245 00:19:42,799 --> 00:19:46,400 back in

1247 00:19:43,760 --> 00:19:47,039 and we'll we'll we'll hug you on that

1249 00:19:46,400 --> 00:19:50,240 process

1251 00:19:47,039 --> 00:19:52,880 and get you fixed to that channel if we

1253 00:19:50,240 --> 00:19:54,559 don't get you in the first bulk run

1255 00:19:52,880 --> 00:19:57,280 yeah i think that's the really the point

1257 00:19:54,559 --> 00:19:59,039 really to stress as well is like

1259 00:19:57,280 --> 00:20:00,400 we're gonna have a personal level of

1261 00:19:59,039 --> 00:20:01,840 care to this right we're talking about

1263 00:20:00,400 --> 00:20:02,320 your accounts and we're gonna make sure

1265 00:20:01,840 --> 00:20:03,520 that

1267 00:20:02,320 --> 00:20:05,679 you know if things aren't quite right

1269 00:20:03,520 --> 00:20:06,960 we're doing things on bulk it should you

1271 00:20:05,679 --> 00:20:07,840 know we have a lot of confidence in our

1273 00:20:06,960 --> 00:20:09,280 solution but

1275 00:20:07,840 --> 00:20:11,039 if there is any outliers or any

1277 00:20:09,280 --> 00:20:12,559 surprises that's where we're gonna have

1279 00:20:11,039 --> 00:20:14,799 uh the structure and the player support

1281 00:20:12,559 --> 00:20:16,000 there to kind of give that to you so

1283 00:20:14,799 --> 00:20:17,679 you know if you've been out there kind

1285 00:20:16,000 --> 00:20:18,960 of worrying and stuff like just rest

1287 00:20:17,679 --> 00:20:20,400 assured that we're thinking about

1289 00:20:18,960 --> 00:20:21,840 everything we're we're

1291 00:20:20,400 --> 00:20:23,919 trying to account for every possibility

1293 00:20:21,840 --> 00:20:25,120 we possibly can and apply that level of

1295 00:20:23,919 --> 00:20:26,960 care that we know you deserve

1297 00:20:25,120 --> 00:20:28,640 so um modern i don't know if you want to

1299 00:20:26,960 --> 00:20:30,480 say anything else on that before i

1301 00:20:28,640 --> 00:20:32,480 we're gonna do everything we can to make

1303 00:20:30,480 --> 00:20:34,159 it right right like

1305 00:20:32,480 --> 00:20:35,520 like there will still be some outliers

1307 00:20:34,159 --> 00:20:38,720 we're going to make those right

1309 00:20:35,520 --> 00:20:41,120 and and and that's my personal

1311 00:20:38,720 --> 00:20:44,000 commitment that's my team's commitment

1313 00:20:41,120 --> 00:20:44,240 that's that's the company's commitment

1315 00:20:44,000 --> 00:20:45,760 and

1317 00:20:44,240 --> 00:20:47,600 and so that's the direction we're going

1319 00:20:45,760 --> 00:20:49,919 to go in

1321 00:20:47,600 --> 00:20:50,960 and just to add as well um i know some

1323 00:20:49,919 --> 00:20:52,320 people in

1325 00:20:50,960 --> 00:20:53,919 the chat i've seen some people who may

1327 00:20:52,320 --> 00:20:55,120 not have caught what we've said before

1329 00:20:53,919 --> 00:20:57,520 just be super clear

1331 00:20:55,120 --> 00:20:58,960 um you know we know that all accounts

1333 00:20:57,520 --> 00:21:00,400 are going to be safe through this

1335 00:20:58,960 --> 00:21:02,159 uh this isn't a question of you know

1337 00:21:00,400 --> 00:21:03,679 your account potentially being gone

1339 00:21:02,159 --> 00:21:05,600 forever that's something we have a high

1341 00:21:03,679 --> 00:21:06,640 degree of confidence in um so i just

1343 00:21:05,600 --> 00:21:08,159 want to make sure if you haven't seen

1345 00:21:06,640 --> 00:21:09,679 our messages on that that is something

1347 00:21:08,159 --> 00:21:10,799 that we don't consider a factor or a

1349 00:21:09,679 --> 00:21:12,320 risk in this

1351 00:21:10,799 --> 00:21:13,919 um and we're doing everything we can to

1353 00:21:12,320 --> 00:21:15,200 bring everything back uh as soon as we

1355 00:21:13,919 --> 00:21:17,120 can

1357 00:21:15,200 --> 00:21:18,000 i know you're id zero you're not in your

1359 00:21:17,120 --> 00:21:21,039 head is there anything you want to add

1361 00:21:18,000 --> 00:21:23,120 just before i move on or

1363 00:21:21,039 --> 00:21:24,960 yeah like we we have no fear of uh

1365 00:21:23,120 --> 00:21:26,799 account being lost right it's it's the

1367 00:21:24,960 --> 00:21:27,120 progression that we want to make sure we

1369 00:21:26,799 --> 00:21:28,799 get

1371 00:21:27,120 --> 00:21:30,320 just right and going through that qa

1373 00:21:28,799 --> 00:21:31,919 process and getting

1375 00:21:30,320 --> 00:21:33,679 people right back to where they were you

1377 00:21:31,919 --> 00:21:35,120 know where they left off as best as

1379 00:21:33,679 --> 00:21:37,280 possible right so

1381 00:21:35,120 --> 00:21:39,520 but but no worry on on losing them

1383 00:21:37,280 --> 00:21:42,400 accounts right

1385 00:21:39,520 --> 00:21:43,760 for sure again re-emphasize to

1387 00:21:42,400 --> 00:21:45,919 re-emphasize here

1389 00:21:43,760 --> 00:21:47,520 it's only in the subset we're not going

1391 00:21:45,919 --> 00:21:48,960 to lose we don't intend to lose accounts

1393 00:21:47,520 --> 00:21:50,799 and it's only on this subset of players

1395 00:21:48,960 --> 00:21:52,640 so if you're playing fine today

1397 00:21:50,799 --> 00:21:54,240 there's nothing wrong with your account

1399 00:21:52,640 --> 00:21:58,000 you're you're not going to notice

1401 00:21:54,240 --> 00:22:00,880 any of this right it's this is the 911

1403 00:21:58,000 --> 00:22:02,320 for those affected players and we've

1405 00:22:00,880 --> 00:22:04,960 also taken steps as well

1407 00:22:02,320 --> 00:22:06,159 to uh add extra detections we've got

1409 00:22:04,960 --> 00:22:07,600 preventions coming in

1411 00:22:06,159 --> 00:22:09,360 uh for this to ever happen again both

1413 00:22:07,600 --> 00:22:10,640 short term and long term so those

1415 00:22:09,360 --> 00:22:13,840 players are extra protected in that

1417 00:22:10,640 --> 00:22:13,840 sense as well right

1419 00:22:14,559 --> 00:22:17,919 yes i'm getting nods i i really should

1421 00:22:16,240 --> 00:22:19,600 look at my screen because i just

1423 00:22:17,919 --> 00:22:20,960 the audio i'm staring at the camera

1425 00:22:19,600 --> 00:22:23,919 didn't see any of that

1427 00:22:20,960 --> 00:22:24,960 um cool so um we've gotten a little into

1429 00:22:23,919 --> 00:22:26,640 kind of what happened

1431 00:22:24,960 --> 00:22:28,799 and and what we're trying to do to fix

1433 00:22:26,640 --> 00:22:29,440 it so where are we at today like if you

1435 00:22:28,799 --> 00:22:31,200 were to give

1437 00:22:29,440 --> 00:22:32,720 kind of a rough overview of what the

1439 00:22:31,200 --> 00:22:35,440 kind of work in progress is that's going

1441 00:22:32,720 --> 00:22:38,320 on at the moment what would that be

1443 00:22:35,440 --> 00:22:39,760 so i would say right now that like if

1445 00:22:38,320 --> 00:22:40,960 you start from the beginning of this

1447 00:22:39,760 --> 00:22:43,360 thing

1449 00:22:40,960 --> 00:22:45,360 we saw the issue we heard your feedback

1451 00:22:43,360 --> 00:22:48,559 we we saw the issue going on

1453 00:22:45,360 --> 00:22:49,520 we identified what was going on um we

1455 00:22:48,559 --> 00:22:52,799 found those

1457 00:22:49,520 --> 00:22:54,640 as as mod id 0 called out those cascade

1459 00:22:52,799 --> 00:22:57,840 of unfortunate events

1461 00:22:54,640 --> 00:22:59,039 um then the engineering team that aren't

1463 00:22:57,840 --> 00:23:01,600 here but that we love

1465 00:22:59,039 --> 00:23:02,320 desperately and deeply uh did a huge

1467 00:23:01,600 --> 00:23:04,320 amount of

1469 00:23:02,320 --> 00:23:05,679 work pulling a bunch of files loose so

1471 00:23:04,320 --> 00:23:06,320 we could understand where everybody was

1473 00:23:05,679 --> 00:23:08,720 at

1475 00:23:06,320 --> 00:23:10,480 they got that to us we're now in that

1477 00:23:08,720 --> 00:23:12,880 step of the process

1479 00:23:10,480 --> 00:23:14,799 we have this we have all that telemetry

1481 00:23:12,880 --> 00:23:15,679 that speaks to what all of the players

1483 00:23:14,799 --> 00:23:17,440 have done

1485 00:23:15,679 --> 00:23:19,840 we're now trying to make those things

1487 00:23:17,440 --> 00:23:21,600 fit together and make truth out of that

1489 00:23:19,840 --> 00:23:23,600 once we do that we'll pass it back to

1491 00:23:21,600 --> 00:23:24,960 the engineering crews they'll

1493 00:23:23,600 --> 00:23:27,679 they'll build this we'll go into the

1495 00:23:24,960 --> 00:23:29,600 quality process and build out so

1497 00:23:27,679 --> 00:23:31,039 you think about those are the steps

1499 00:23:29,600 --> 00:23:34,400 we're we're now in that

1501 00:23:31,039 --> 00:23:34,960 building truth phase um and and that'll

1503 00:23:34,400 --> 00:23:36,320 be

1505 00:23:34,960 --> 00:23:38,480 that'll be that's where we're at right

1507 00:23:36,320 --> 00:23:42,559 now uh with our caffeine

1509 00:23:38,480 --> 00:23:42,559 and and well much caffeine yes

1511 00:23:45,679 --> 00:23:52,000 uh liam um

1513 00:23:48,880 --> 00:23:53,200 or julie you know it's like we've got a

1515 00:23:52,000 --> 00:23:55,200 sense of urgency

1517 00:23:53,200 --> 00:23:57,200 on everything right now but we don't

1519 00:23:55,200 --> 00:24:00,159 want to do that at the cost of accuracy

1521 00:23:57,200 --> 00:24:02,000 right we want to not be just a

1523 00:24:00,159 --> 00:24:04,240 continuing problem moving forward we

1525 00:24:02,000 --> 00:24:05,840 don't want to do a false start before we

1527 00:24:04,240 --> 00:24:08,720 open the floodgates

1529 00:24:05,840 --> 00:24:09,360 we want to take the appropriate steps in

1531 00:24:08,720 --> 00:24:11,440 there

1533 00:24:09,360 --> 00:24:13,120 and we want to do it in a timely manner

1535 00:24:11,440 --> 00:24:14,960 right that's and we want to get

1537 00:24:13,120 --> 00:24:16,400 back to our normal day of delivering

1539 00:24:14,960 --> 00:24:19,279 great content

1541 00:24:16,400 --> 00:24:19,679 to everyone um and so it's it's it's

1543 00:24:19,279 --> 00:24:23,520 about

1545 00:24:19,679 --> 00:24:24,080 that right now yeah and i think like

1547 00:24:23,520 --> 00:24:25,520 just uh

1549 00:24:24,080 --> 00:24:27,279 to add my own feelings on it as well

1551 00:24:25,520 --> 00:24:27,840 like you know obviously community

1553 00:24:27,279 --> 00:24:29,760 management

1555 00:24:27,840 --> 00:24:30,960 are putting this first and foremost but

1557 00:24:29,760 --> 00:24:33,600 across you know

1559 00:24:30,960 --> 00:24:35,120 uh runescape team we're seeing you know

1561 00:24:33,600 --> 00:24:36,559 this comes first obviously you've seen

1563 00:24:35,120 --> 00:24:37,360 that we've postponed our game update

1565 00:24:36,559 --> 00:24:39,440 today

1567 00:24:37,360 --> 00:24:40,720 um you know this is really the highest

1569 00:24:39,440 --> 00:24:42,960 priority um

1571 00:24:40,720 --> 00:24:44,320 and i think they've said it best but

1573 00:24:42,960 --> 00:24:46,240 this is something that we're putting

1575 00:24:44,320 --> 00:24:48,000 first above all else and and getting our

1577 00:24:46,240 --> 00:24:48,880 full attention both on not just on

1579 00:24:48,000 --> 00:24:51,360 getting this

1581 00:24:48,880 --> 00:24:52,080 resolved but also on um keeping you

1583 00:24:51,360 --> 00:24:53,279 updated

1585 00:24:52,080 --> 00:24:54,720 making sure we're always looking at what

1587 00:24:53,279 --> 00:24:55,919 you're saying trying to bring you the

1589 00:24:54,720 --> 00:24:57,919 latest news it is like

1591 00:24:55,919 --> 00:25:00,000 every team is working as much as they

1593 00:24:57,919 --> 00:25:02,720 can to kind of keep you updated and and

1595 00:25:00,000 --> 00:25:04,159 keep the news coming so um yeah it's

1597 00:25:02,720 --> 00:25:07,520 it's definitely a huge focus for

1599 00:25:04,159 --> 00:25:08,799 us i think um and as we you know i think

1601 00:25:07,520 --> 00:25:10,159 as we talk about where we are in the

1603 00:25:08,799 --> 00:25:11,120 work i think one of the questions we're

1605 00:25:10,159 --> 00:25:12,640 gonna get

1607 00:25:11,120 --> 00:25:14,720 um and especially something we saw

1609 00:25:12,640 --> 00:25:16,240 yesterday is timelines right like

1611 00:25:14,720 --> 00:25:17,520 obviously we know everyone is really

1613 00:25:16,240 --> 00:25:19,200 keen to get back playing

1615 00:25:17,520 --> 00:25:20,960 is there any sort of update we have on

1617 00:25:19,200 --> 00:25:23,279 this today um what's the latest we can

1619 00:25:20,960 --> 00:25:25,840 say on timelines

1621 00:25:23,279 --> 00:25:27,840 so we can't call out a specific timeline

1623 00:25:25,840 --> 00:25:29,600 what we can do is tell you the steps

1625 00:25:27,840 --> 00:25:31,840 we're working through

1627 00:25:29,600 --> 00:25:33,679 and i will tell you whether it goes in

1629 00:25:31,840 --> 00:25:37,039 waves or in bulk

1631 00:25:33,679 --> 00:25:39,600 um our key priority right now is to get

1633 00:25:37,039 --> 00:25:41,679 that truth as warden called out

1635 00:25:39,600 --> 00:25:42,880 we have to we have to be right for you

1637 00:25:41,679 --> 00:25:45,120 guys so

1639 00:25:42,880 --> 00:25:46,320 being right is the key most important

1641 00:25:45,120 --> 00:25:48,320 thing so

1643 00:25:46,320 --> 00:25:50,400 um that's the process step we're working

1645 00:25:48,320 --> 00:25:53,679 in and it'll go into that qa

1647 00:25:50,400 --> 00:25:54,720 process uh where we're testing it um but

1649 00:25:53,679 --> 00:25:57,039 even if we go

1651 00:25:54,720 --> 00:25:58,559 whether we do waves through where we're

1653 00:25:57,039 --> 00:26:01,360 storing or if we do in the whole

1655 00:25:58,559 --> 00:26:02,559 bulk um that'll that'll be through that

1657 00:26:01,360 --> 00:26:05,919 process but we can't

1659 00:26:02,559 --> 00:26:07,440 we can't say a specific date just yet

1661 00:26:05,919 --> 00:26:09,279 yeah i think out of that as soon as we

1663 00:26:07,440 --> 00:26:10,720 had something i think you know

1665 00:26:09,279 --> 00:26:12,159 we all wouldn't want to communicate a

1667 00:26:10,720 --> 00:26:13,039 timeline so as soon as we have a firm

1669 00:26:12,159 --> 00:26:14,640 estimation

1671 00:26:13,039 --> 00:26:17,039 you know i think it's the i think it's

1673 00:26:14,640 --> 00:26:18,480 probably fair to to go back to the what

1675 00:26:17,039 --> 00:26:19,919 you've said before warden really right

1677 00:26:18,480 --> 00:26:21,600 which is we want to communicate things

1679 00:26:19,919 --> 00:26:23,279 that we can trust are accurate

1681 00:26:21,600 --> 00:26:24,960 that you can hold us to that you know

1683 00:26:23,279 --> 00:26:26,240 that we're gonna deliver on when we say

1685 00:26:24,960 --> 00:26:27,760 something's coming on a certain day is

1687 00:26:26,240 --> 00:26:29,600 that fair to say

1689 00:26:27,760 --> 00:26:31,600 yeah that's that's the whole mantra

1691 00:26:29,600 --> 00:26:33,039 right and we've made a lot of good good

1693 00:26:31,600 --> 00:26:34,880 strides on this over the

1695 00:26:33,039 --> 00:26:36,799 over the past year and a half and like

1697 00:26:34,880 --> 00:26:40,000 to continue in that direction

1699 00:26:36,799 --> 00:26:42,080 right it's taken a lot to to

1701 00:26:40,000 --> 00:26:44,240 to try and keep impressing players and

1703 00:26:42,080 --> 00:26:46,640 and taking the next

1705 00:26:44,240 --> 00:26:49,840 step this is no different than than

1707 00:26:46,640 --> 00:26:49,840 producing great content

1709 00:26:50,640 --> 00:26:53,840 and on that note actually because it

1711 00:26:52,000 --> 00:26:55,360 feels kind of relevant and i see some

1713 00:26:53,840 --> 00:26:56,880 people in chat asking about it

1715 00:26:55,360 --> 00:26:58,000 obviously you know we've had players who

1717 00:26:56,880 --> 00:26:59,200 haven't been able to play for a little

1719 00:26:58,000 --> 00:27:01,039 bit of time here

1721 00:26:59,200 --> 00:27:02,640 um you know there's been a lot of

1723 00:27:01,039 --> 00:27:04,159 frustration stress obviously experience

1725 00:27:02,640 --> 00:27:06,799 going through this by many

1727 00:27:04,159 --> 00:27:08,000 um you know do we plan to do anything

1729 00:27:06,799 --> 00:27:09,840 for players who are

1731 00:27:08,000 --> 00:27:12,159 for impacted by this or anything like

1733 00:27:09,840 --> 00:27:14,159 that uh coming up

1735 00:27:12,159 --> 00:27:16,159 yeah you know like all of our focus

1737 00:27:14,159 --> 00:27:17,919 right now is is really put in getting

1739 00:27:16,159 --> 00:27:20,320 players back back into the game that's

1741 00:27:17,919 --> 00:27:21,760 our our goal above anything else

1743 00:27:20,320 --> 00:27:23,440 but i also said that we're going to do

1745 00:27:21,760 --> 00:27:24,320 right by players and when when the

1747 00:27:23,440 --> 00:27:26,240 timing is

1749 00:27:24,320 --> 00:27:27,760 is really appropriate for that that next

1751 00:27:26,240 --> 00:27:30,320 phase we'll focus on

1753 00:27:27,760 --> 00:27:31,600 on doing right um and then and then you

1755 00:27:30,320 --> 00:27:34,559 know we definitely want to

1757 00:27:31,600 --> 00:27:35,039 get our events and and content in place

1759 00:27:34,559 --> 00:27:37,440 and

1761 00:27:35,039 --> 00:27:39,360 get all back to the other normalcy of

1763 00:27:37,440 --> 00:27:41,840 everything we've got exciting content

1765 00:27:39,360 --> 00:27:42,559 you know just waiting to get deployed to

1767 00:27:41,840 --> 00:27:44,000 you guys but

1769 00:27:42,559 --> 00:27:46,000 we don't want to over complicate the

1771 00:27:44,000 --> 00:27:48,240 situation we want to make sure everybody

1773 00:27:46,000 --> 00:27:50,880 can can play as well

1775 00:27:48,240 --> 00:27:51,600 for sure sure and i think also just to

1777 00:27:50,880 --> 00:27:54,240 add to that

1779 00:27:51,600 --> 00:27:54,799 some conversations i've seen uh you know

1781 00:27:54,240 --> 00:27:56,000 we are

1783 00:27:54,799 --> 00:27:57,360 also thinking about things like we've

1785 00:27:56,000 --> 00:27:59,600 seen some suggestions from players about

1787 00:27:57,360 --> 00:28:01,360 oh what about vic the trader or

1789 00:27:59,600 --> 00:28:02,640 yak track etc those are all going to be

1791 00:28:01,360 --> 00:28:03,279 things we're definitely going to talk

1793 00:28:02,640 --> 00:28:06,399 about

1795 00:28:03,279 --> 00:28:08,880 and consider when we look at um not just

1797 00:28:06,399 --> 00:28:10,320 kind of the impact of not being every

1799 00:28:08,880 --> 00:28:11,039 aspect of not being able to play right

1801 00:28:10,320 --> 00:28:12,880 now

1803 00:28:11,039 --> 00:28:14,720 um so just know that we've seen a lot of

1805 00:28:12,880 --> 00:28:16,720 your comments please keep them coming

1807 00:28:14,720 --> 00:28:18,240 we're considering a lot of things it's

1809 00:28:16,720 --> 00:28:19,520 just you know right now it's all about

1811 00:28:18,240 --> 00:28:22,159 getting you back playing and then those

1813 00:28:19,520 --> 00:28:25,039 conversations will happen

1815 00:28:22,159 --> 00:28:27,200 uh uh before i move on to a bit of a q a

1817 00:28:25,039 --> 00:28:27,919 id zero is easy warden anything you want

1819 00:28:27,200 --> 00:28:29,600 to say

1821 00:28:27,919 --> 00:28:33,120 um either to players or about the

1823 00:28:29,600 --> 00:28:33,120 situation or anything like that

1825 00:28:34,480 --> 00:28:37,840 i'll just you know again i just want to

1827 00:28:36,080 --> 00:28:39,919 reiterate uh we're working

1829 00:28:37,840 --> 00:28:41,440 uh day and night to get this get this

1831 00:28:39,919 --> 00:28:43,840 going and

1833 00:28:41,440 --> 00:28:44,960 kind of tie it back to the beginning of

1835 00:28:43,840 --> 00:28:46,799 uh

1837 00:28:44,960 --> 00:28:48,000 uh you know we're really appreciative to

1839 00:28:46,799 --> 00:28:48,799 the community being so support

1841 00:28:48,000 --> 00:28:51,360 supportive

1843 00:28:48,799 --> 00:28:53,760 um it really keeps us going so so thank

1845 00:28:51,360 --> 00:28:53,760 you again

1847 00:28:54,159 --> 00:28:57,600 yeah i would i would reiterate we're

1849 00:28:56,799 --> 00:28:59,760 three guys

1851 00:28:57,600 --> 00:29:01,520 on this stream but we represent a whole

1853 00:28:59,760 --> 00:29:03,120 lot of people who are punching in a

1855 00:29:01,520 --> 00:29:06,640 whole lot of hours

1857 00:29:03,120 --> 00:29:07,679 and the thing that puts a smile on their

1859 00:29:06,640 --> 00:29:09,679 face

1861 00:29:07,679 --> 00:29:11,200 is you don't get to see it all all of

1863 00:29:09,679 --> 00:29:14,320 you as a player base

1865 00:29:11,200 --> 00:29:15,840 but but it helps us punch through and

1867 00:29:14,320 --> 00:29:17,279 get to these solutions knowing that

1869 00:29:15,840 --> 00:29:19,120 you're behind us so

1871 00:29:17,279 --> 00:29:21,440 can't tell you how much we appreciate

1873 00:29:19,120 --> 00:29:24,880 that you're the only reason we're here

1875 00:29:21,440 --> 00:29:26,480 so um we will do our best for you and

1877 00:29:24,880 --> 00:29:28,559 thank you so much

1879 00:29:26,480 --> 00:29:29,520 for the support it means more than we

1881 00:29:28,559 --> 00:29:32,240 can say

1883 00:29:29,520 --> 00:29:33,679 on this one live stream at least from my

1885 00:29:32,240 --> 00:29:35,279 perspective

1887 00:29:33,679 --> 00:29:37,279 throughout the day and night uh

1889 00:29:35,279 --> 00:29:39,039 communities putting little little

1891 00:29:37,279 --> 00:29:40,320 love notes from the community you know

1893 00:29:39,039 --> 00:29:40,880 just kind of keeping everyone going

1895 00:29:40,320 --> 00:29:44,240 right so

1897 00:29:40,880 --> 00:29:44,240 it's it's quite helpful so thank you

1899 00:29:44,320 --> 00:29:50,080 thank you let's look at the chat um

1901 00:29:48,480 --> 00:29:51,200 a couple of things i want to reiterate

1903 00:29:50,080 --> 00:29:52,559 some people saying you know are you

1905 00:29:51,200 --> 00:29:54,159 talking days weeks months

1907 00:29:52,559 --> 00:29:55,840 we know you want us to put some sort of

1909 00:29:54,159 --> 00:29:57,440 estimation on it um

1911 00:29:55,840 --> 00:29:59,120 we want to make sure that whenever we

1913 00:29:57,440 --> 00:30:00,320 tell you about this we have a high

1915 00:29:59,120 --> 00:30:00,960 degree of confidence in when that will

1917 00:30:00,320 --> 00:30:02,799 be

1919 00:30:00,960 --> 00:30:04,080 i like i know you would love us for us

1921 00:30:02,799 --> 00:30:05,279 to do some sort of vague thing but it's

1923 00:30:04,080 --> 00:30:07,520 really important we

1925 00:30:05,279 --> 00:30:08,640 let the process move forward in a way

1927 00:30:07,520 --> 00:30:10,480 that's accurate

1929 00:30:08,640 --> 00:30:12,320 still maintains a good pace and put all

1931 00:30:10,480 --> 00:30:13,840 our energy into that so

1933 00:30:12,320 --> 00:30:16,159 totally appreciate you'd love us to

1935 00:30:13,840 --> 00:30:17,120 provide uh kind of a more of an insight

1937 00:30:16,159 --> 00:30:18,640 on that but

1939 00:30:17,120 --> 00:30:20,399 it's just something that we feel like is

1941 00:30:18,640 --> 00:30:22,799 best to to make sure we do once we have

1943 00:30:20,399 --> 00:30:24,559 a high degree of confidence to share it

1945 00:30:22,799 --> 00:30:26,480 um so just to cover off that question

1947 00:30:24,559 --> 00:30:29,679 because i i don't want to ignore it

1949 00:30:26,480 --> 00:30:32,640 um i've got some questions here around

1951 00:30:29,679 --> 00:30:34,799 um you know we have seen there's some

1953 00:30:32,640 --> 00:30:37,919 players who say hey i can log in

1955 00:30:34,799 --> 00:30:39,919 um but i've lost some progress uh it

1957 00:30:37,919 --> 00:30:41,919 appears my counselor has appeared

1959 00:30:39,919 --> 00:30:43,360 um you know is should i be playing

1961 00:30:41,919 --> 00:30:44,720 should i not be playing

1963 00:30:43,360 --> 00:30:47,520 um is there anything we want to say on

1965 00:30:44,720 --> 00:30:47,520 that at all

1967 00:30:47,760 --> 00:30:54,240 i we're we we say we worry about you

1969 00:30:51,520 --> 00:30:55,520 um because um we want to make sure that

1971 00:30:54,240 --> 00:30:59,039 we get that straightened out

1973 00:30:55,520 --> 00:31:02,399 um the current state is a small

1975 00:30:59,039 --> 00:31:04,399 of an even smaller select of that subset

1977 00:31:02,399 --> 00:31:06,159 have uh after this incident have been

1979 00:31:04,399 --> 00:31:07,360 able to log in and they're missing stuff

1981 00:31:06,159 --> 00:31:11,679 on their account

1983 00:31:07,360 --> 00:31:14,000 so as a part of that over the next even

1985 00:31:11,679 --> 00:31:16,480 uh over the next short period we're

1987 00:31:14,000 --> 00:31:19,840 going to be looking at who those are

1989 00:31:16,480 --> 00:31:21,360 and what we're gonna ask you to do is is

1991 00:31:19,840 --> 00:31:24,559 stop playing for a little bit

1993 00:31:21,360 --> 00:31:26,480 so we can get that account refreshed um

1995 00:31:24,559 --> 00:31:27,760 because as long as you're playing we

1997 00:31:26,480 --> 00:31:29,440 can't we can't

1999 00:31:27,760 --> 00:31:31,279 kind of like playing any any other game

2001 00:31:29,440 --> 00:31:32,159 like a single player game can't save the

2003 00:31:31,279 --> 00:31:34,159 game until

2005 00:31:32,159 --> 00:31:36,000 we get you off the game for a minute so

2007 00:31:34,159 --> 00:31:38,159 there will be a process for that

2009 00:31:36,000 --> 00:31:39,120 um it'll be basically you're gonna come

2011 00:31:38,159 --> 00:31:40,640 to the doctor

2013 00:31:39,120 --> 00:31:42,880 we're gonna fix you we're gonna get you

2015 00:31:40,640 --> 00:31:44,320 back in the game um the dating on that

2017 00:31:42,880 --> 00:31:46,080 is still being worked out

2019 00:31:44,320 --> 00:31:47,919 um but if you have if you have that

2021 00:31:46,080 --> 00:31:49,039 scenario don't think we're not thinking

2023 00:31:47,919 --> 00:31:51,600 about you

2025 00:31:49,039 --> 00:31:52,480 um we do have we do have that data as

2027 00:31:51,600 --> 00:31:53,760 well and we're

2029 00:31:52,480 --> 00:31:56,159 we're putting that in part of this

2031 00:31:53,760 --> 00:31:56,159 process

2033 00:31:56,559 --> 00:32:00,000 and those are very very small based on

2035 00:31:58,640 --> 00:32:02,320 our estimation as well right like the

2037 00:32:00,000 --> 00:32:05,840 number of people in that situation

2039 00:32:02,320 --> 00:32:07,279 like uh in in yes i'm going to get in

2041 00:32:05,840 --> 00:32:09,440 trouble mod warden's going to yell at me

2043 00:32:07,279 --> 00:32:09,440 later

2045 00:32:10,720 --> 00:32:16,720 you can use your analogy you were doing

2047 00:32:12,840 --> 00:32:16,720 before the length of the hammer

2049 00:32:17,519 --> 00:32:22,240 it's the length of a time compared to

2051 00:32:19,120 --> 00:32:25,120 the width of the hammer there you go

2053 00:32:22,240 --> 00:32:26,399 um we've seen questions about um you

2055 00:32:25,120 --> 00:32:28,480 know the game update

2057 00:32:26,399 --> 00:32:29,760 uh you know what we're doing about say

2059 00:32:28,480 --> 00:32:31,200 uh we were doing some client crash

2061 00:32:29,760 --> 00:32:33,440 hotfixes

2063 00:32:31,200 --> 00:32:34,240 um we talked a little bit about the

2065 00:32:33,440 --> 00:32:35,760 elite dungeons

2067 00:32:34,240 --> 00:32:37,279 work mode is there anything you want to

2069 00:32:35,760 --> 00:32:38,720 touch on there in terms of

2071 00:32:37,279 --> 00:32:40,799 questions about what about this what

2073 00:32:38,720 --> 00:32:43,440 about that what's going to happen with

2075 00:32:40,799 --> 00:32:44,640 xyz thing um because obviously there's

2077 00:32:43,440 --> 00:32:46,720 plenty of players are interested in

2079 00:32:44,640 --> 00:32:49,519 hearing more about

2081 00:32:46,720 --> 00:32:51,039 yeah we're we have the right people

2083 00:32:49,519 --> 00:32:53,440 working on the right priorities

2085 00:32:51,039 --> 00:32:54,799 right now you know we're not ignoring

2087 00:32:53,440 --> 00:32:56,960 the elite dungeon

2089 00:32:54,799 --> 00:32:58,880 uh issue that we we talked about uh i

2091 00:32:56,960 --> 00:33:01,440 guess a little more than a week ago

2093 00:32:58,880 --> 00:33:03,200 um we've you know we've got the

2095 00:33:01,440 --> 00:33:05,760 developers on on each of the right

2097 00:33:03,200 --> 00:33:06,480 priorities we've got engine fixes you

2099 00:33:05,760 --> 00:33:08,799 know that are

2101 00:33:06,480 --> 00:33:11,200 continuing to get out of the door as

2103 00:33:08,799 --> 00:33:13,279 soon as as soon as we can get them

2105 00:33:11,200 --> 00:33:15,440 um we certainly didn't want to just

2107 00:33:13,279 --> 00:33:17,519 start dropping content on everybody

2109 00:33:15,440 --> 00:33:19,840 it just didn't feel like the right right

2111 00:33:17,519 --> 00:33:20,880 time but we also don't want people feel

2113 00:33:19,840 --> 00:33:22,720 like they lost out

2115 00:33:20,880 --> 00:33:24,799 on anything either like you know

2117 00:33:22,720 --> 00:33:26,080 obviously with yak track and vic the

2119 00:33:24,799 --> 00:33:28,799 trader and so on so

2121 00:33:26,080 --> 00:33:30,480 we've got solutions uh in inbound for

2123 00:33:28,799 --> 00:33:32,320 for each of these areas

2125 00:33:30,480 --> 00:33:34,000 and you know when it comes to our

2127 00:33:32,320 --> 00:33:37,200 regular uh monday

2129 00:33:34,000 --> 00:33:39,360 uh releases right like we're gonna find

2131 00:33:37,200 --> 00:33:41,200 the right time and it's not going to be

2133 00:33:39,360 --> 00:33:44,399 very long i don't suspect

2135 00:33:41,200 --> 00:33:46,559 um things are teed up right

2137 00:33:44,399 --> 00:33:49,039 we're just trying to calm and normalize

2139 00:33:46,559 --> 00:33:52,320 things as much as possible

2141 00:33:49,039 --> 00:33:53,600 um so yeah and just and just like

2143 00:33:52,320 --> 00:33:54,480 everything else right like we know

2145 00:33:53,600 --> 00:33:55,919 that's something

2147 00:33:54,480 --> 00:33:57,600 you want to hear about and as soon as we

2149 00:33:55,919 --> 00:33:59,840 have information to share

2151 00:33:57,600 --> 00:34:00,720 in terms of any plans etc uh once we

2153 00:33:59,840 --> 00:34:02,480 kind of got

2155 00:34:00,720 --> 00:34:03,760 that focus on people playing and and

2157 00:34:02,480 --> 00:34:04,880 we're starting to move past that

2159 00:34:03,760 --> 00:34:06,960 definitely going to be something we're

2161 00:34:04,880 --> 00:34:09,280 talking about um

2163 00:34:06,960 --> 00:34:10,159 so just stand by we will kind of keep

2165 00:34:09,280 --> 00:34:11,839 you informed

2167 00:34:10,159 --> 00:34:13,280 uh not necessarily at the end of that

2169 00:34:11,839 --> 00:34:14,800 point sorry i should say uh that we

2171 00:34:13,280 --> 00:34:17,359 would keep you informed but we will

2173 00:34:14,800 --> 00:34:20,079 provide updates when we have them

2175 00:34:17,359 --> 00:34:21,839 um keep asking that information that we

2177 00:34:20,079 --> 00:34:23,919 can we can help out with you know it's

2179 00:34:21,839 --> 00:34:25,520 like keep the stream of questions coming

2181 00:34:23,919 --> 00:34:27,760 we'll do our best to try and answer as

2183 00:34:25,520 --> 00:34:29,760 many of them as as possible and

2185 00:34:27,760 --> 00:34:30,800 community managers doing a fantastic job

2187 00:34:29,760 --> 00:34:32,720 at collecting that

2189 00:34:30,800 --> 00:34:35,679 for us and we're trying to get through

2191 00:34:32,720 --> 00:34:37,839 all the answers as quickly as possible

2193 00:34:35,679 --> 00:34:39,280 yeah uh something else i need to kind of

2195 00:34:37,839 --> 00:34:40,720 reiterate from earlier as well as i'm

2197 00:34:39,280 --> 00:34:41,520 seeing people saying you know will we

2199 00:34:40,720 --> 00:34:42,879 get this thing or

2201 00:34:41,520 --> 00:34:44,879 will you do that thing etcetera for

2203 00:34:42,879 --> 00:34:46,560 anyone impacted um

2205 00:34:44,879 --> 00:34:48,000 just to repeat it i know i know we've

2207 00:34:46,560 --> 00:34:49,919 said it a lot so it may sound

2209 00:34:48,000 --> 00:34:51,280 a little broken regularly but really

2211 00:34:49,919 --> 00:34:52,560 when we stay our focus is getting

2213 00:34:51,280 --> 00:34:54,159 everyone playing that's

2215 00:34:52,560 --> 00:34:55,760 really where all our attention is being

2217 00:34:54,159 --> 00:34:56,879 poured like you know

2219 00:34:55,760 --> 00:34:58,880 like everyone's talked about we're

2221 00:34:56,879 --> 00:35:00,400 working long hours and putting all our

2223 00:34:58,880 --> 00:35:02,560 attention on that and so

2225 00:35:00,400 --> 00:35:04,320 um doing right by players is definitely

2227 00:35:02,560 --> 00:35:06,079 something we want to do

2229 00:35:04,320 --> 00:35:07,359 uh you know i think even pips was

2231 00:35:06,079 --> 00:35:09,119 talking about it earlier

2233 00:35:07,359 --> 00:35:10,400 it's definitely in our minds but we have

2235 00:35:09,119 --> 00:35:12,000 to focus on getting everyone playing

2237 00:35:10,400 --> 00:35:13,200 before we can talk about that so

2239 00:35:12,000 --> 00:35:14,240 if you have any questions on are you

2241 00:35:13,200 --> 00:35:15,920 going to do this or are you going to do

2243 00:35:14,240 --> 00:35:17,280 that know that it's something that will

2245 00:35:15,920 --> 00:35:18,560 be a conversation

2247 00:35:17,280 --> 00:35:20,240 it will be something that we'll be

2249 00:35:18,560 --> 00:35:21,200 talking about in terms of you know if

2251 00:35:20,240 --> 00:35:22,320 we're going to do anything for

2253 00:35:21,200 --> 00:35:24,720 impacting players and what that will

2255 00:35:22,320 --> 00:35:25,920 look like um but it's just not now we

2257 00:35:24,720 --> 00:35:27,200 just have to put all our focus on

2259 00:35:25,920 --> 00:35:28,560 getting everyone playing we think that's

2261 00:35:27,200 --> 00:35:29,839 the most important thing

2263 00:35:28,560 --> 00:35:31,599 we just know it's heard it's something

2265 00:35:29,839 --> 00:35:35,280 we will be thinking and talking about

2267 00:35:31,599 --> 00:35:35,280 um just now is not the time

2269 00:35:36,160 --> 00:35:39,280 uh i'm just looking for some more

2271 00:35:38,240 --> 00:35:41,040 questions in chat

2273 00:35:39,280 --> 00:35:43,920 and see if we got anything else i think

2275 00:35:41,040 --> 00:35:45,920 we're probably coming to

2277 00:35:43,920 --> 00:35:47,119 the end of things at least a lot of what

2279 00:35:45,920 --> 00:35:48,720 we've talked about i think we've been

2281 00:35:47,119 --> 00:35:50,240 able to go that sorry i'm just trying to

2283 00:35:48,720 --> 00:35:52,720 do my best to read chat

2285 00:35:50,240 --> 00:35:54,400 moving very fast uh questions about

2287 00:35:52,720 --> 00:35:55,680 telemetry does it cover xyz we've

2289 00:35:54,400 --> 00:35:57,920 already kind of talked about that

2291 00:35:55,680 --> 00:35:58,960 we've have a ton of data points to work

2293 00:35:57,920 --> 00:36:00,720 with

2295 00:35:58,960 --> 00:36:02,240 we're really processing all that now and

2297 00:36:00,720 --> 00:36:03,920 trying to build it into the the files

2299 00:36:02,240 --> 00:36:05,760 that will then be tested

2301 00:36:03,920 --> 00:36:07,520 um in terms of bringing your data up

2303 00:36:05,760 --> 00:36:08,480 today it's not something we can go into

2305 00:36:07,520 --> 00:36:11,520 every specific

2307 00:36:08,480 --> 00:36:13,359 uh right now um but you know we have a

2309 00:36:11,520 --> 00:36:14,240 ton of data points available and and

2311 00:36:13,359 --> 00:36:15,920 that's our focus

2313 00:36:14,240 --> 00:36:18,320 of bringing all that information in i

2315 00:36:15,920 --> 00:36:19,599 don't envy you z and your team

2317 00:36:18,320 --> 00:36:22,320 with how much you've taught me you're

2319 00:36:19,599 --> 00:36:26,000 having to manage right now

2321 00:36:22,320 --> 00:36:28,720 it look we we uh telemetry is

2323 00:36:26,000 --> 00:36:31,200 not a perfect solution but it captures a

2325 00:36:28,720 --> 00:36:34,240 vast majority of this information so

2327 00:36:31,200 --> 00:36:35,040 i know it's hard to be patient uh but

2329 00:36:34,240 --> 00:36:37,760 you have to be

2331 00:36:35,040 --> 00:36:38,079 because we really want us to be right

2333 00:36:37,760 --> 00:36:40,480 and

2335 00:36:38,079 --> 00:36:41,920 and i reiterate that we being being

2337 00:36:40,480 --> 00:36:44,960 right on the account is

2339 00:36:41,920 --> 00:36:46,000 is the most important thing so uh that's

2341 00:36:44,960 --> 00:36:48,400 that's where our

2343 00:36:46,000 --> 00:36:49,119 we're maniacally focused is as julia

2345 00:36:48,400 --> 00:36:51,280 said

2347 00:36:49,119 --> 00:36:53,040 getting you in and then and then being

2349 00:36:51,280 --> 00:36:54,480 as right as we can

2351 00:36:53,040 --> 00:36:58,160 and then making sure the processes

2353 00:36:54,480 --> 00:36:58,160 afterwards catch anybody we miss

2355 00:36:58,480 --> 00:37:02,079 oh here's a question uh what happens to

2357 00:37:00,640 --> 00:37:04,240 accounts made after

2359 00:37:02,079 --> 00:37:06,880 february 8th that's a common question i

2361 00:37:04,240 --> 00:37:08,720 saw on reddit as well

2363 00:37:06,880 --> 00:37:10,000 yeah so if you're if you're basically

2365 00:37:08,720 --> 00:37:13,520 thinking this way if you're

2367 00:37:10,000 --> 00:37:15,680 after the event you should be fine

2369 00:37:13,520 --> 00:37:17,040 if you're not fine then it's a good time

2371 00:37:15,680 --> 00:37:19,839 to to reach out right

2373 00:37:17,040 --> 00:37:21,280 but uh if you're after the event you'd

2375 00:37:19,839 --> 00:37:24,640 be playing as normal

2377 00:37:21,280 --> 00:37:26,720 um uh after after that specific day

2379 00:37:24,640 --> 00:37:28,079 you shouldn't even realize that an issue

2381 00:37:26,720 --> 00:37:30,640 occurred unless you're

2383 00:37:28,079 --> 00:37:32,400 here with us today we love you um if

2385 00:37:30,640 --> 00:37:33,440 you're before that event then you should

2387 00:37:32,400 --> 00:37:36,640 have an effect

2389 00:37:33,440 --> 00:37:38,480 um and and within that time period think

2391 00:37:36,640 --> 00:37:39,920 of it like a blast radius

2393 00:37:38,480 --> 00:37:42,400 if you're if you're within this period

2395 00:37:39,920 --> 00:37:44,480 you're affected anything well back here

2397 00:37:42,400 --> 00:37:48,240 anything well over here should should be

2399 00:37:44,480 --> 00:37:48,240 fine shouldn't have any effect at all

2401 00:37:48,800 --> 00:37:53,680 cool hopefully i'm back to this

2403 00:37:50,800 --> 00:37:53,680 hopefully that works

2405 00:37:54,480 --> 00:37:58,240 um i think that pretty much wraps up the

2407 00:37:56,400 --> 00:37:59,680 main questions that we can provide any

2409 00:37:58,240 --> 00:38:01,040 detailed answer to today that we haven't

2411 00:37:59,680 --> 00:38:02,960 already covered

2413 00:38:01,040 --> 00:38:04,560 uh wouldn't id0 is easy is there

2415 00:38:02,960 --> 00:38:06,880 anything you want to say

2417 00:38:04,560 --> 00:38:07,920 um just before we go is there anything

2419 00:38:06,880 --> 00:38:11,040 you want to add that you feel like we

2421 00:38:07,920 --> 00:38:11,040 haven't covered or we should have

2423 00:38:12,079 --> 00:38:19,040 no i just reiterate go ahead

2425 00:38:16,240 --> 00:38:21,200 uh yeah of reiterated i'm sorry let you

2427 00:38:19,040 --> 00:38:21,200 go

2429 00:38:23,359 --> 00:38:27,119 all right i'll go i just want to say

2431 00:38:25,040 --> 00:38:29,280 thank you to all the folks but you know

2433 00:38:27,119 --> 00:38:30,960 jagex just everyone's working so hard so

2435 00:38:29,280 --> 00:38:34,320 i wanted the teams right

2437 00:38:30,960 --> 00:38:37,440 uh big shout out to them uh tirelessly

2439 00:38:34,320 --> 00:38:39,200 going right so uh thank you uh

2441 00:38:37,440 --> 00:38:41,040 and i also want to apologize to those

2443 00:38:39,200 --> 00:38:42,480 that are affected the community

2445 00:38:41,040 --> 00:38:44,160 we're again we're doing everything we

2447 00:38:42,480 --> 00:38:44,880 can and please note even though it's a

2449 00:38:44,160 --> 00:38:47,839 very

2451 00:38:44,880 --> 00:38:48,400 few number we're going full at this

2453 00:38:47,839 --> 00:38:51,119 right so

2455 00:38:48,400 --> 00:38:51,119 again i apologize

2457 00:38:51,760 --> 00:38:55,200 yeah we're just going to add pretty much

2459 00:38:53,839 --> 00:38:56,900 the same thing id0 said

2461 00:38:55,200 --> 00:38:58,400 and that um

2463 00:38:56,900 --> 00:39:01,680 [Music]

2465 00:38:58,400 --> 00:39:03,839 we appreciate you we just appreciate you

2467 00:39:01,680 --> 00:39:05,680 thank you keep those positive things

2469 00:39:03,839 --> 00:39:07,440 going for people who are who are working

2471 00:39:05,680 --> 00:39:10,079 late nights to get this fixed

2473 00:39:07,440 --> 00:39:12,320 is an awesome ad you you are helping us

2475 00:39:10,079 --> 00:39:16,560 fix this whether you realize it or not

2477 00:39:12,320 --> 00:39:18,560 um so thank you for that yeah

2479 00:39:16,560 --> 00:39:20,000 that's it for me i definitely don't

2481 00:39:18,560 --> 00:39:22,320 don't want to take anything for

2483 00:39:20,000 --> 00:39:24,240 for granted and and really appreciate

2485 00:39:22,320 --> 00:39:26,800 everyone's patience and

2487 00:39:24,240 --> 00:39:27,599 my my gratitude for uh the team working

2489 00:39:26,800 --> 00:39:30,000 so hard on

2491 00:39:27,599 --> 00:39:30,880 on on this and uh we'll we'll get it in

2493 00:39:30,000 --> 00:39:33,359 shape soon

2495 00:39:30,880 --> 00:39:34,560 um feeling pretty good what i'm hearing

2497 00:39:33,359 --> 00:39:38,400 behind the scenes so

2499 00:39:34,560 --> 00:39:40,160 well we'll get there as soon as we can

2501 00:39:38,400 --> 00:39:41,440 i think they all said it better than i

2503 00:39:40,160 --> 00:39:43,839 ever could so thanks

2505 00:39:41,440 --> 00:39:44,880 uh all three of you and thank you to

2507 00:39:43,839 --> 00:39:47,200 everyone who tuned in

2509 00:39:44,880 --> 00:39:48,400 uh today and joined us um we hope they

2511 00:39:47,200 --> 00:39:49,920 give you a bit more insight

2513 00:39:48,400 --> 00:39:51,839 uh especially in terms of what we're

2515 00:39:49,920 --> 00:39:53,920 doing to try and solve this

2517 00:39:51,839 --> 00:39:55,839 um above all i think on behalf of the

2519 00:39:53,920 --> 00:39:57,520 whole runescape team i think we probably

2521 00:39:55,839 --> 00:39:58,800 all want to say a massive thank you

2523 00:39:57,520 --> 00:40:00,560 um for the way everyone's been

2525 00:39:58,800 --> 00:40:02,240 throughout this you know like

2527 00:40:00,560 --> 00:40:04,319 we know this has been frustrating at

2529 00:40:02,240 --> 00:40:05,839 times scary um there's been information

2531 00:40:04,319 --> 00:40:07,040 emerging at different times you know

2533 00:40:05,839 --> 00:40:08,160 it's something that

2535 00:40:07,040 --> 00:40:10,720 you're following about the access to

2537 00:40:08,160 --> 00:40:12,480 your own account and yet no matter what

2539 00:40:10,720 --> 00:40:14,560 we've seen this insane

2541 00:40:12,480 --> 00:40:16,720 like insane amount of understanding and

2543 00:40:14,560 --> 00:40:19,440 support from so many of you and

2545 00:40:16,720 --> 00:40:21,280 like as warden and as easy and id zero

2547 00:40:19,440 --> 00:40:22,079 talked about like it does mean a lot it

2549 00:40:21,280 --> 00:40:24,000 actually

2551 00:40:22,079 --> 00:40:25,200 really fundamentally helps a lot of

2553 00:40:24,000 --> 00:40:27,119 people kind of

2555 00:40:25,200 --> 00:40:28,720 it we all know why we're doing this but

2557 00:40:27,119 --> 00:40:30,000 we feel it when you do that and it just

2559 00:40:28,720 --> 00:40:32,319 means a lot to all of us

2561 00:40:30,000 --> 00:40:34,400 um as the team said there is a clear

2563 00:40:32,319 --> 00:40:35,760 solution in progress we're on the way

2565 00:40:34,400 --> 00:40:36,720 and we'll keep you updated on the

2567 00:40:35,760 --> 00:40:38,000 community side we're going to keep the

2569 00:40:36,720 --> 00:40:39,040 information coming as best we can

2571 00:40:38,000 --> 00:40:41,280 we're going to answer your questions as

2573 00:40:39,040 --> 00:40:42,720 soon as we can um this is a conversation

2575 00:40:41,280 --> 00:40:43,680 that will continue today is not the end

2577 00:40:42,720 --> 00:40:45,680 we're not going to turn off this live

2579 00:40:43,680 --> 00:40:47,280 stream and suddenly go mute on you

2581 00:40:45,680 --> 00:40:49,520 and once you have those accounts back in

2583 00:40:47,280 --> 00:40:52,000 hand we will talk to you about

2585 00:40:49,520 --> 00:40:53,920 everything from you know what we would

2587 00:40:52,000 --> 00:40:55,839 do for anyone who was impacted

2589 00:40:53,920 --> 00:40:57,440 um you know either before or at that

2591 00:40:55,839 --> 00:40:58,640 point we'll also have information on you

2593 00:40:57,440 --> 00:40:59,440 know when can you expect the next game

2595 00:40:58,640 --> 00:41:01,599 update

2597 00:40:59,440 --> 00:41:03,119 uh what's the further information on the

2599 00:41:01,599 --> 00:41:03,680 elite dungeon work that's going to take

2601 00:41:03,119 --> 00:41:04,880 place

2603 00:41:03,680 --> 00:41:06,640 what's going to happen with the client

2605 00:41:04,880 --> 00:41:08,079 crashes work that was going on hot fixes

2607 00:41:06,640 --> 00:41:08,960 all that stuff is stuff we know you want

2609 00:41:08,079 --> 00:41:10,640 to hear about

2611 00:41:08,960 --> 00:41:13,040 and it is a priority for us as soon as

2613 00:41:10,640 --> 00:41:14,800 we got people uh back playing in game or

2615 00:41:13,040 --> 00:41:17,280 at that nearly at that point

2617 00:41:14,800 --> 00:41:18,880 um and until then i guess there's

2619 00:41:17,280 --> 00:41:20,960 nothing else to say except thank you

2621 00:41:18,880 --> 00:41:23,280 for your patience thanks for all the

2623 00:41:20,960 --> 00:41:25,280 support and you'll hear much

2625 00:41:23,280 --> 00:41:26,720 more from us very soon so take care of

2627 00:41:25,280 --> 00:41:31,920 yourselves and we'll speak to you

2629 00:41:26,720 --> 00:41:31,920 again soon see you guys -->