I’m very sorry Eden is having this lagging issues and kicking several players from it.
In this case so we can escalate this matter to the developers team, please contact us through chat and be ready with this information:
In-game name:
Server Name:
Server Region:
Also, provide us game logs and DXdiag, instructions below.
For game logs follow this steps:
1-Press Windows Key + R and type: %localappdata% and hit ‘Enter’ key
2-Once the folder is open please to: “Local/AGS/New World/ LogBackups”
3-Copy just the 3 most recent files
For DXdiag follow this instructions:
1-Press Windows Key + R and type: dxdiag and hit ‘Enter’ key
2-Click “Save All Information”
3-Select the file location and save it
Use this link to contact us
Also, encourage other players contact us so the developers have a more visibility of the issue with Eden.
Why do I need to do this? Do you not have New Relic installed and monitoring your servers, like you restarted the server at 6am you knew something was up, y’all need to fix your communication.
Also your contact us isnt even people who work for AGS its outsources support they always say the stupeist things that make no sense and copy paste from knowledge bases
I totally understand the frustration and disappointment. I am extremely sorry that this happened, we never intended so.
The reason @Nokk asked you to contact customer support is to raise a specific ticket to the developers regarding your concern. You can simply connect and provide the logs/details so we can escalate it. You can refer to this forum post as well.
Ok but here’s the thing. Everyone in game is having issues with lag since the patch. Had no one sent you some logs yet?
Can you let the community know what YOU (AGS) are doing to resolve this aside from asking users to gather logs for them? Is that our only hope?
And honestly, we should be well past having to put in a report so that this gets escalated…there are multiple reboots on the server a day. It should ALREADY be escalated and talked about what’s being done to resolve it with progress reports each morning.
Where is the info about this well known issue at? It’s no where…
Players are losing orbs that have 7 day CDs and sometimes 80k costs associated with them because the server will just die, or we will get a 20 min heads up for a reboot in the middle of the day. Wars are being cut short…you are wasting our time and showing us that you don’t value it at all…
The logs on our machines won’t tell you why that is…stop asking for them.
