I’m really sorry to hear you’re experiencing this problem, related to your game.
I recommend that you contact Technical Support in a live chat so that we can conduct a thorough investigation.
When you contact it is important that you have certain information at hand, in your case you already have the names of the server and the character, but we also need the game LOGS here how to obtain them:
1.How to run the file “Dxdiag”
Windows+R
Write “Dxdiag”
Generate and save reports
2.Instructions for finding the LOGS game logs:
Press Windows+R on the keyboard, type %appdata% and press enter.
Open the most recent file in this folder: /AppData/Local/AGS/LogBackups.
Paste the contents of the file into your message.
Here is the link where you can contact: desktop_computer:
I hope this helps you, don’t hesitate to tag me if you need anything else.