Server is clickable in browser but just spins endlessly, no sietches load - been this way over half an hour now.
#Entire Solmist - NA Dune Awakening cluster is down.
lone imp
stark vapor
<@&1379372127538511902>
signal hamlet
Server is clickable in browser but just spins endlessly, no sietches load - been...
Hello there have you submitted a ticket yet? If not please do.
glass coveBOT
lone imp
This was two days ago.
The server owner was out of town. I am not the server owner, i am just one of dozens of players whose sietches are on Solmist, who cannot access their game, because your cluster server was down.
Because it wasn't our SIETCH that was down - it was YOUR CLUSTER SERVER, hosting over two DOZEN customer sietch-servers, that was down. We have no power, as customers, to affect YOUR CLUSTER SERVER.
Two days later you say "submit a ticket?"
That's great.
I would love to, except every time i try to help you guys by notifying you that something has gone wrong, all i get back is "have the server owner submit a ticket."
Our server owner was out of town.
And i think it was more important that you get this information that your own monitoring systems clearly failed to inform you of, but hey, what do i know, i was just a systems administrator for 20+ years.
I think my next server will be Nitrado.
signal hamlet
This was two days ago.
The server owner was out of town. I am not the server own...
Well it isnt my server or my cluster since I am just like you a customer and a community moderator. I am not a gportal employee. I am here to just try to help and the problem you have is clearly for Tech support not a community forum. So Yeah I referred you to tech support, which you can sign up for a acct free of charge. You can also try to send in a ticket with tech support about your server your on.
I can do nothing but refer you and sorry it took me a couple of days to reply but I have been sick.
Oh yeah and two days ago there was a power outage that knocked a lot of servers out of commission for a bit.
Hopefully its back online by now.
Oh it apparently was but isnt now. 27 mins
Ill post that for you as a world down though!
lone imp
Well it isnt my server or my cluster since I am just like you a customer and a c...
That's both better and worse.
Really all i have been trying to do - or was, when it was still an issue - was get information to Gportal that things were broken that they didn't seem to be aware of.
Solmist is consisently having problems every day, especially after a patch. It never comes back up right.
Today, Arakeen was down - no one, on any sietch-server in Solmist, could get to arakeen, timeout message when you tried and the taxi failed too. That's almost 2 dozen customer servers with who knows how many customers on EACH ONE, and it went on for a full day with no remedy from GPortal nor a word about it from them.
So it's hard to tell what they even know is broken or not.
Overall this has been a terrible experience as a customer, and as a systems administrator who, not for nothing, started a gamehosting service in the 90s when Counter-Strike and its mods were the hot thing. So while i know that Dune is orders of magnitude more complex than that - or really, any other "commercial consumer hosted" game out there right now - the lack of communication, and the daily failures, are inexcusable. Especially when the other two hosts are NOT having these problems (i have acquaintences and characters on several different ones.)
TL;DR oh well, thanks for trying
signal hamlet
Well Im sorry your having these issues for sure. I totally understand your frustration. The only avenue you have to get to gportal is the ticket system. They do not monitor or respond Unless you have gotten mostly the forward facing people that run the discord. Tech support is only through the ticket system. Its my volunteer work that directs people to there. I quit playing dune because of these very same issues and some of its just Dune and Funcoms set up and lack of support for private servers. That doesnt excuse the things you mentioned for sure. I can not change those though.
I just can try to help where I can and redirect when I cant. I did post it in the team chat though so hopefully someone will take note of it.
lone imp
also, side note: i AM a gportal customer. Whenever i send in something about a server i do not own i get back a curt "have the owner send in a ticket" and the end, they do nothing. The server owner is not very technical and is also very busy RL right now and doesn't have time to troubleshoot this crap for them. Overall, they have the worst customer service i've dealt with online - they seem to actively push back LA LA LA I CAN'T HEAR YOU against any reports of trouble unless you fill out the proper form and go thru the proper channels and your credit card is the one on the account - which is bizarre. When i own systems for customers, if something goes wrong, i wanna know about it and i don't GAF who tells me, ya know?
¯_(ツ)_/¯
signal hamlet
I understand.
lone imp
Their few communications about these issues have been 1-2 sentences, curt, blunt, dismissive, and borderline rude. Even getting back some form letter autoresponse would have been better. It's not a good look.
Anyway, thanks for listening. We shall see how this plays out, and if all else fails, we will have to look into migrating our files to another host, since GPortal doesn't seem to care if we stay or go.
signal hamlet
Sadly you will not be able to do that. Funcom wont allow it.
See thats part of the problem they are limited to what they can do.
If a server goes down they have to fix it.. they cant be moved without asking permission from funcom.
lone imp
Not sure what you mean
signal hamlet
Funcom will not allow them to move a server to another server without asking them. Funcom also has all the character data... so moving is really hard and has to be co-ordinated with them.
lone imp
that may be the case, but for all other games and systems, if i have my server hosted at Company A, and i choose to instead go to Company B, it's a matter of copying my data from A and uploading it to B. If Funcom is actively blocking that, and this issue gets worse, they may get some unpleasant legal surprises, so i hope they don't choose to go that way.
signal hamlet
This is the tangled web that Funcom has created
nope not this game
they already did go that way
yeah they host your character and they wont give tech support to private servers
lol i didnt catch that
lone imp
Yeah that's gonna bite them in the butt hard if these problems continue. Funcom will be very surprised to learn that they do not have the legal standing to dictate who i choose to do business with, so i hope they perform a cranial-rectal extraction before someone gets all formal about it
signal hamlet
hahaha good luck with that
lone imp
i don't need luck, i have legal precedent
signal hamlet
more power to you
lone imp
the more likely, and probably worse, scenario, will be mass exodus from the game from most folks who find out they can't switch hosts and just uninstall and move on
signal hamlet
When you agreed at the beginning of the game ... it was a binding agreement and im sure they put that stuff in there.
yip
I quit playing it
I loved it too but i cant stand the mess they made.
lone imp
i actually skim thru EULAs due to my background and saw no language about dicating "the host you choose is the one you're stucj with forever" lol.
signal hamlet
you can move ... they arent stopping you ... you have to start over though
lone imp
also, all those issues aside, i'm glad they maintain hosting of character data - that's a lot of exploit and security holes that would be an issue on local data
signal hamlet
you cant get the files though... most private servers you can but with Dune you can not... not even Gportal has them.... only Funcom
and they wont allow you to move that character to another server
lone imp
you can move ... they arent stopping you ... you have to start over though
it is not without precedent that, push came to shove, someone with either a legal background, a lot of money, or too much time on their hands lol, would take legal action based on fuzzy grey areas about ownership of time invested, user-created data, the specific terms or omissions of the eula, etc.
but the better option would be if they just fix this &*(#?! already lol
signal hamlet
lone imp
see there are several red flags right there in what you quote, heh
- it admits they allow transfers under certain conditions
- it actually acknowledges that private servers and their data are owned by the customer
signal hamlet
and they arent controled by individuals... or groups... they arent controlled by funcom and they jsut dont wanna say it
yeah for they public servers only
lone imp
it's fine, we will probably NOT reach that stage. But my point is just that, it doesn't matter what this or that FAQ says about funcom policies; they still are subject to existing law and case precedent in such things, so if someone chose to tilt at that windmill, funcom might find themselves forced by a court to change it
signal hamlet
I even quit playing Conan because funcom sucks
lone imp
conan never appealed to me
signal hamlet
well as I said more power to you and i wish you good luck!
lone imp
while i'd be very interested in how it plays out, i'm not likely to be the one who pushes that button lol
signal hamlet
looks like solmist is coming back online now
lone imp
tbh by the time all that actually made it thru the legal process.... gportal could fix their ish lol
signal hamlet
whats your server name?
lone imp
Arrakis Defense Industires
signal hamlet
its up and running
lone imp
but the previous issue was that Arakeen was down, which is handled by the world, not any given sietch
NONE of the servers - sietches - on Solmist could get to Arakeen all day
which blows my mind, that a world server could be in failure all day and not a single peep from GPortal about it, nor any monitoring system telling them Arakeen is offline?
signal hamlet
well if it was in the last 48 hours they had bigger fish in the water.... a power outage at frankfort .. that affected A LOT (including my own) servers and not just Dune servers ( mine is an Abiotic Factor server)
lone imp
2 days ago was when Solmist itself was dead
signal hamlet
But it did knock out some Dune servers too
lone imp
see again, that's not better, that's worse. How did you learn about that power issue? Maybe tell the hundreds or thousands of customers affected about it, so we're not left wondering wth is going on or opening tickets left and right? this is customer service 101 here
if they'd just posted "major outage, many affected, no ETA at this time," boom, we're done, we'd all have gone and done something else until further notice and that would've been that./
...also wait. I also used to work in disaster recovery. Our recovery center had THREE seperate, main feeds from power grids; and generators; and batteries. How does a major data center have a POWER OUTAGE in 2025????
hoo boy
geez i hope there wasn't a fire or something
lone imp
dear lord that sounds ominous
an incident in the vicinity of the Frankfurt data cente
"an incident" ?? i hope no one was hurt
signal hamlet
which knocked out the website server
and a lot of servers too
I hope not too! But im sure i would have heard something about that.
lone imp
well, like myself, most of the folks i play with are old. They aren't on a million discord servers 24/7. But i will check back here and let the servcer owner know, in case of future issues, so thanks for the link.
signal hamlet
IF it was anyone working that is.
Yeah next time msg me I will post it for you!
and remember this is a community discord not a tech support discord. 🙂
lone imp
what i don't understand tho, is why, in the several curt "send in a ticket" or "contact the server owner" email responses i got... NOT ONE of them said anything about this outage, nor even pointed me to that Status channel you linked. Again, this is basic stuff here. That too would have immediately solved the isue.
signal hamlet
Im glad your server is up hopefully you will be able to travel.
If not would you please submit a ticket? lol
lone imp
emails from official Gportal support staff said not one thing about this outage
that makes no sense
wouldn't you save yourself some time and tickets and headaches by like, telling people since you're already emailing them back?
signal hamlet
well sadly I didnt think of it because I have been sick... but also im not a gportal employee so I cant really tell when your server was affected by the power outage.
but they post it.. it isnt like it isnt there IF you have a discord you can follow that channel and it will post in your discord
lone imp
well sadly I didnt think of it because I have been sick... but also im not a gpo...
No, i mean... for the last several days, as i try to contact GPortal directly about this stuff, they respond with "open a ticket."
Wouldn't it have been simpler for everyone if they said "Open a ticket but also Frankfurt is down and that may have affected you"
they have zero communication, that's the thing i mean
signal hamlet
as I said they had bigger fish in the water at that time ... no one i bet had time to reply that to everyone. Its usually posted on the server owners page.
If your not on as admin then you wouldnt know that.
lone imp
no sorry you're not following me
i email gportal, i get an email back saying basically "go use your customer control panel" and nothing else.
signal hamlet
thats probably automated tbh
lone imp
so, what you do is, as the gportal employee sending that email - is you say also "and there is a major issue ast this time"
it was not automated, the phrasing was different each time. And if it WAS automated, think about it - then it's EVEN EASIER to update the auto-reply whern there is a major issue, just like they update the update channel here lol.
this is a training and Customer Service Basics issue.
signal hamlet
IDK i dont work for gportal
all i know is i submit a ticket and i usually even before i was a moderator ... i get a reply usually within an hour
lone imp
i know that, my point is, they could do really simple, easy, things for no cost that would solve so many of these problems, and i don't understand why they choose to act as they do, is all.
But thank you for your time anyway, i'll let you get back to your actual life now 8)
signal hamlet
its ok I get it your frustrated and Im easy to talk... cant say Im always right but i sure try to be.