Missing item for Quest

making a post about my missing heart gem that I been waiting on for since 11/20/21 (week and 3 days) the server merge/rollback already talk to support still waiting on item( seem like they reply more on a topic then dms.

  • Are you experiencing any issues as a result of the server merge. yes because i completed the quest The Ritual before the server merge. rewords got taken away, and got put back into the quest to go visit the altar for the heart gem but never got the heart gem back and not cant advance the quest/ story now.
  • the recent update on the 24 of November didn’t help.
    *redid the dungeon part twice heart gem wasn’t there. even restated the quest and it left me in the same point of the story to go to the altar
    still waiting on a update. all i want is to get my heart gem back so i can play and not do side quest to end game.

Hello @Akiko_Sato
I am sorry you are having such problems.
Allow me to work on it for you.
Can you please allow me your character name and server?

good evening @Sir_Anakin, sorry for the late reply down below is what you asked for.
server is mu
character name is Akiko Sato

Week and 6 days nows…

I am sorry for the delay @Akiko_Sato
We are still working on it.

Do you have an idea how long it going to be?

I dont have a time frame, but I will keep you updated.

1 Like

2 Weeks 1 Day now…

3 weeks now…still no update since 1 week

4 weeks and 2 days now

5 weeks and i think 3 or 4 days. still no word/ update

sooo… any update because I’m get pretty pissed now that it has be since Nov 21 on top of asking for help to get the heart gem back with @Luxendra and still having no updates at all only being told the “Team is aware of the is issue” and “i keep you updated” this has been going on for way to long now!!! every time I ask question just “ghosted/ left on read” and here i am watching you guys fix other issues for other people but still haven’t even fixed mine

Hello @Akiko_Sato,

I’m sorry about your experience can you please let me know weather you have a case number for your issue?

If not let me create a ticket for you can you please provide me with your character name and server name along with game logs? i will escalate the issue with the team.

Alternatively, you can contact our customer care Contact Us | Amazon Games they should be able to create a ticket for the same.

Thank you for your patience and Understanding.


Hey @AMK ,

Thanks for getting back with me. I do not have a case number was never given one.

my Character name is Akiko Sato

sever name omeyocan

the old server is Mu before it change.

above is all my logs from nov to the end of nov. because I lost the heart gem in nov cant remember which date it was pretty sure it was Nov 21 because I completed the quest the 20th night be for the roll back

thanks for the help hopefully you can fix this problem

(Attachment Game Build(1501734) 29 Nov 21 (20 00 13).zip is missing)

@AMK just send me a dm and i send you the link to the game files because they keep getting rejected, also sorry for all the pings didnt know email pings you as well

Hello @Arcen

First and foremost, thanks a lot for you contribuition to the New World forums! I hope you’re well and safe.

I understand that you are missing the heart gem as you mentioned above.

I do see that you had contacted us on 20 Nov via chat. I was not able to find any Ticket created for the issue. Since we are not able to receive DM, I will not be able to collect all required details to create a ticket.

I will request you to please contact live support through chat here: New World - Support | Amazon Games

That way we can receive the pertinent information and create the ticket for you. Please do ask for a ticket number as that is provided once the ticket is created.

Be sure to have your game logs for that duration ready in case they ask:
Provide the latest 3 logs from: Users\AppData\Local\AGS\New World\LogBackups
DxDiag report https://support.microsoft.com/en-us/windows/open-and-run-dxdiag-exe-dad7792c-2ad5-f6cd-5a37-bf92228dfd85:

  1. Go to Windows Start search bar and type dxdiag.
  2. Click on dxdiag.exe.
  3. When green progress bar goes away, select Save All Information and save the file to their desktop.

Please also provide

  • Steam id
  • World & server name
  • I understand the quest you mentioned was ‘Ritual’
  • If the quest was completed then, status of the quest after the rollback and what is the status of the quest now?

I hope this helps.

Stay safe and take care!

See you in soon in Aeternum!

@AMK any updates yet on that ticket number/ on the issue

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