ZOS_MattFiror wrote: »
Please note that the situation that led to the queuing system being enabled is not related to the overall client performance issues that we talked about at the end of last year - those engine optimizations are still underway and hopefully you'll see them in-game at some point this year. The situation that led to queuing has nothing to do with client performance - it is because our servers are overloaded.
Matt
Those in power only have the illusion they are powerful, however in reality, those in power are only so because we allow them to be.
ZOS_MattFiror wrote: »Everyone,
After seeing the commentary about the queuing system being enabled on the PC EU servers yesterday, I thought I'd let everyone know what has been leading up to this, and what we are doing to alleviate the situation.
Please note that the situation that led to the queuing system being enabled is not related to the overall client performance issues that we talked about at the end of last year - those engine optimizations are still underway and hopefully you'll see them in-game at some point this year. The situation that led to queuing has nothing to do with client performance - it is because our servers are overloaded.
Starting in January we've had an influx of new players - we've have had some of our highest weekly average user, daily active user, and peak concurrent user numbers in the last six weeks since we launched on console back in 2015. So, it was in January when EU players started noticing degraded server performance. We made tweaks and updates to the service to free up extra database resources and other boosts to performance, which is why you have been seeing more and longer maintenance outages than normal in the last couple of months.
However, in late March, we really saw a huge spike in the number of users logging in, which led to too many concurrent users for the platform to effectively support. As a result, players on PC EU have seen a severe degradation in service. This degradation started in January, but has greatly accelerated in the last week - lag spikes, disconnects, inability to zone from instance to instance, weird interactions with LFG, etc. These problems are greatly exacerbated by having serious load on the servers, as there are too many users for the hardware to handle.
A quick aside: these problems affect the PC EU more than the other megaservers because it has our highest peak concurrency of any of our six megaservers. The reason: the EU is a highly PC-centric gaming market - and also because almost all of our EU players are located in two time zones. Compared to the North American servers, where there are four time zones to spread out the "peak playing time", the EU has almost all its users logged in at the same time, which leads to very high peak usage.
So, here is what we are doing to fix the problem:I know it is frustrating to be stuck in queue, but it is better to do this than have the entire service be unstable and frustrating for everyone. We will do everything we can to get the new hardware online as quickly as possible and stop queuing and have the service return to normal. Stay tuned for details.
- Short term, we are turning on our queuing system (as you saw yesterday), which will cap the maximum number of players allowed on the PC EU megaserver. You should only see the queue at peak times, when demand is higher than the hardware supports. As was posted yesterday, the estimated time to login may not be 100% accurate, but it will give you an idea of how big the line is. ALSO: if you are disconnected from the server for any reason, you should have a twenty minute grace period to log back in and "skip" the queue.
- Longer term: we are spinning up additional hardware in both our NA and EU datacenters in order to support our growing user base. We expect the time frame for this to be about two weeks, but we will keep you posted. And yes, we are adding more capacity to PC NA as well as EU because we are rapidly approaching the same problem in NA and want to get ahead of it. We will also be looking very closely at our Console megaservers to make sure they have enough capacity.
Matt
Unless there really hasn't been an influx in players and this is a tactic to convince people that ESO has a growing community in order to convince them to buy the game...
On a more serious note: It's nice seeing a post from Matt huzzah for communication!
What we are dealing here with is amateurism in its finest.this is laughable. Typical strategy of customer service when things go wrong. Pulling wool over our eyes:
ZOS talks about servers, using big words and technical terms - ZOS forgets there are players who are experts in this field here.
ZOS talks about how difficult the situation is with upgrading the servers - ZOS forgets there are players who are experts in logistics and proper planning
ZOS talks about how expensive it all is and how impossible - ZOS forgets there are players here who are experts in marketing and corporate finance.
TL:DR - We're not all 16 year olds gamers who throw tantrums. You can't fool us with your textbook "Thank you for your patience, please hold. Here's some big words in the meantime"
ZOS_MattFiror wrote: »Everyone,
After seeing the commentary about the queuing system being enabled on the PC EU servers yesterday, I thought I'd let everyone know what has been leading up to this, and what we are doing to alleviate the situation.
Please note that the situation that led to the queuing system being enabled is not related to the overall client performance issues that we talked about at the end of last year - those engine optimizations are still underway and hopefully you'll see them in-game at some point this year. The situation that led to queuing has nothing to do with client performance - it is because our servers are overloaded.
Starting in January we've had an influx of new players - we've have had some of our highest weekly average user, daily active user, and peak concurrent user numbers in the last six weeks since we launched on console back in 2015. So, it was in January when EU players started noticing degraded server performance. We made tweaks and updates to the service to free up extra database resources and other boosts to performance, which is why you have been seeing more and longer maintenance outages than normal in the last couple of months.
However, in late March, we really saw a huge spike in the number of users logging in, which led to too many concurrent users for the platform to effectively support. As a result, players on PC EU have seen a severe degradation in service. This degradation started in January, but has greatly accelerated in the last week - lag spikes, disconnects, inability to zone from instance to instance, weird interactions with LFG, etc. These problems are greatly exacerbated by having serious load on the servers, as there are too many users for the hardware to handle.
A quick aside: these problems affect the PC EU more than the other megaservers because it has our highest peak concurrency of any of our six megaservers. The reason: the EU is a highly PC-centric gaming market - and also because almost all of our EU players are located in two time zones. Compared to the North American servers, where there are four time zones to spread out the "peak playing time", the EU has almost all its users logged in at the same time, which leads to very high peak usage.
So, here is what we are doing to fix the problem:I know it is frustrating to be stuck in queue, but it is better to do this than have the entire service be unstable and frustrating for everyone. We will do everything we can to get the new hardware online as quickly as possible and stop queuing and have the service return to normal. Stay tuned for details.
- Short term, we are turning on our queuing system (as you saw yesterday), which will cap the maximum number of players allowed on the PC EU megaserver. You should only see the queue at peak times, when demand is higher than the hardware supports. As was posted yesterday, the estimated time to login may not be 100% accurate, but it will give you an idea of how big the line is. ALSO: if you are disconnected from the server for any reason, you should have a twenty minute grace period to log back in and "skip" the queue.
- Longer term: we are spinning up additional hardware in both our NA and EU datacenters in order to support our growing user base. We expect the time frame for this to be about two weeks, but we will keep you posted. And yes, we are adding more capacity to PC NA as well as EU because we are rapidly approaching the same problem in NA and want to get ahead of it. We will also be looking very closely at our Console megaservers to make sure they have enough capacity.
Matt
Latin America and Asia are developing markets.
NOW IS THE TIME TO PLACE A NEW SERVER, right here in Honolulu. This will alleviate server taxation from EU and NA as we are right here in between them both
KoultouraS wrote: »In almost everything besides CROWN STORE placement.
profundidob16_ESO wrote: »How about adding extra server realms that are only accessible to ESO+ people ? We pay alot of yearly money after all through subcription, expansions and extra crown stuff...
Verbal_Earthworm wrote: »profundidob16_ESO wrote: »How about adding extra server realms that are only accessible to ESO+ people ? We pay alot of yearly money after all through subcription, expansions and extra crown stuff...
Check out my thread to see the reaction to such a suggestion:
https://forums.elderscrollsonline.com/en/discussion/465509/dedicated-server-for-eso-subscribers/p1
When it comes to Crown store items, from a business perspective the best strategy is to have multiple different strategies for different types of items.KoultouraS wrote: »In almost everything besides CROWN STORE placement.
Sorry mate, amateurism in that too. I mean, a single per character outfit slot priced at 1500 crowns, full price, is amateurism. They obviously never heard of profit by volume of sales and would rather use discouraging prices. At this price, I would expect an account-wide unlock.
I personnaly wouldn't purchase a per character slot at this price, even though I have spent quite a hefty buck on that same item in Champions Online. But they are prices 20 times cheaper, so the percieved value is way different.
Since those things have no production costs, they should be priced to appeal to a large amount of players. I understand "elite" items prices higher, such as, say, manor houses... I don't like it, but I understand it. But basic convenience ? Surely there is a profit to be made if everyone can purchase a few and be happy with it rather than wait for some discount or even refuse to buy on the principle of "it's not worth it if it's this expensive".
So... Yeah, amateurism even in the crown store.
Caius Drusus Imperial DK (DC) Bragg Ironhand Orc Temp (DC) Neesha Stalks-Shadows Argonian NB (EP) Falidir Altmer Sorcr (AD) J'zharka Khajiit NB (AD) |
Isabeau Runeseer Breton Sorc (DC) Fevassa Dunmer DK (EP) Manut Redguard Temp (AD) Tylera the Summoner Altmer Sorc (EP) Svari Snake-Blood Nord DK (AD) |
Ashlyn D'Elyse Breton NB (EP) Filindria Bosmer Temp (DC) Vigbjorn the Wanderer Nord Warden (EP) Hrokki Winterborn Breton Warden (DC) Basks-in-the-Sunshine Argonian Temp |
When it comes to Crown store items, from a business perspective the best strategy is to have multiple different strategies for different types of items.KoultouraS wrote: »In almost everything besides CROWN STORE placement.
Sorry mate, amateurism in that too. I mean, a single per character outfit slot priced at 1500 crowns, full price, is amateurism. They obviously never heard of profit by volume of sales and would rather use discouraging prices. At this price, I would expect an account-wide unlock.
I personnaly wouldn't purchase a per character slot at this price, even though I have spent quite a hefty buck on that same item in Champions Online. But they are prices 20 times cheaper, so the percieved value is way different.
Since those things have no production costs, they should be priced to appeal to a large amount of players. I understand "elite" items prices higher, such as, say, manor houses... I don't like it, but I understand it. But basic convenience ? Surely there is a profit to be made if everyone can purchase a few and be happy with it rather than wait for some discount or even refuse to buy on the principle of "it's not worth it if it's this expensive".
So... Yeah, amateurism even in the crown store.The per character outfit slots fit into the 2nd category, and are not one-time-only purchases, so I agree with you that they've missed the mark on the pricing for them. I think they'd make a lot more money off outfit slots if they were priced around 500 crowns.
- DLCs should be relatively cheap or otherwise easily accessible (like through ESO+) because you want a significantly large portion of the player base to have access to them. More things to do & a less fragmented player base (ie. fewer cases of "Oh I want to group up with my friends to do XYZ, but they don't all have the DLC") leads to better long-term engagement and keeps people playing the game.
- Convenience items and services should be relatively cheap if they're not one-time-only purchases, as you ideally want them priced cheaply enough that people will buy them without spending too much time considering whether it's worth the price. If they're one-time-only purchases (like the any race any alliance upgrade, or the warden class, or the imperial race) then you want to price them somewhat higher, but still low enough that a large portion of the player base will consider it to be worth the price.
- Cosmetic items should be priced all over the map. You want some priced cheaply enough that people will impulse buy them even if they only kind of like them, you want others priced moderately so that if they appeal to a given player that player is more likely than not to consider it to be worth the price, and you want others priced too high for most players to consider them to be worth buying because they will appeal to some whales (and to some whales the very fact that they're expensive, and the idea of relative exclusivity will be what attracts them to those items).