Heroes lost

[Bayangan]

All my heroes is missing, 8 heroes lvl 74 and 1 hero lvl 71. On last play I exit normally without problem, then later after dinner I login just to get empty heroes. I already sent the email as the sticky told to do.
It said will be restored according the post, now I have some question about that. How do Trendy put the backup? Because I definitely not gonna like it if they restore like 1 days prior. I already run many times on that day for the new assault and already getting somewhat good items.
I already sent my email on Fri and still waiting (read: cannot do anything) to get restored. How can I get mana for upgrades or decent eqpt if according the sticky we just have to wait 3-5 business days? Is there any SLA that Trendy have for us the customers?
How will Trendy compensate for all this day loss I have to endure? I don't expect just a sorry from here because this is on Trendy server side faults.

[Genesic-Bacon]

All my heroes is missing, 8 heroes lvl 74 and 1 hero lvl 71. On last play I exit normally without problem, then later after dinner I login just to get empty heroes. I already sent the email as the sticky told to do.
It said will be restored according the post, now I have some question about that. How do Trendy put the backup? Because I definitely not gonna like it if they restore like 1 days prior. I already run many times on that day for the new assault and already getting somewhat good items.
I already sent my email on Fri and still waiting (read: cannot do anything) to get restored. How can I get mana for upgrades or decent eqpt if according the sticky we just have to wait 3-5 business days? Is there any SLA that Trendy have for us the customers?
How will Trendy compensate for all this day loss I have to endure? I don't expect just a sorry from here because this is on Trendy server side faults.

A save rollback is exactly that. Restoring your save would mean using a old backup save file, so you would lose any new progress you've made. If you've been playing a lot recently, the likelihood of a usable back up being available is low. If your heroes cannot be restored lostheroes@gmail.com will present you with additional options.

[Deathkilla]

same thing happend to me

but i only lost them in normal, not ranked

[Bayangan]

Thank you Genesic-Bacon. I already replied and followed the instruction on email. I hope that will also help the Tech Team to speed up the restore process.

[Bayangan]

How long actually to do the restore?
Its almost a week I cannot do anything...

[Bayangan]

OK now it is already past a week since my email. And I still haven't got the restore confirmation at all. How do I know when it is restored? Please staff, give me some answer about what is going on there and not just waiting blindly here.
I still want to play. Waiting blind is not a very pleasant experience.
I hope you guys not getting a glitch with your own backup.

I see there are some new version updates, but where is my hero? What is the updates good if there is nothing to play with?
Please let me know the progress.
Thx Guys.

[MoonMage]

i would also like some feedback on this matter seeing as your staff switched my account with someone else and then proceeded to ignore my mails.

[kmartbrandshoes]

same thing just happened to me. first time on ranked... and its happened twice on xbox. wtf trendy. stop going so fast with releasing updates and go back to fixing the very foundation of this game. this should not happen

[MoonMage]

did any of you get any response from trendy?

[Bayangan]

The last email I got is 8 Feb. The one asking me to do the instruction on email to make distinct change in order to find my account. After I do the instruction, I got no more email from the Trendy. Its more than a week after my first email asking Trendy to fix my missing heroes.
I'm start to wonder do they really have backup? Or they just push any buttons randomly and also pray a lot that the account appear normal again for users?

FYI: I will keep writing until I get some clarification on what is going on? Are the Trendy staff will be able to restore? Or they just abandon the bugged account and keep releasing new DLC? I also happen to have all DLC released until now. I give my support and I got wiped out...

[Bayangan]

Horay! I got replied today.

I have recreated the heroes you have mentioned above. Once you place their points they should be back to 74's and 71's. I have also added 1 billion mana to help you equip them and such. Hope this helps!
I was happy when I read this. But after I login, what I found is horrible. Its just really a recreate heroes and none of my items are back. I have fully upgraded items in the box and equipped in heroes and all gone.
If I just want the heroes I can easily get them all back to 74 with some help from my friends. But we all cannot do the item restore. Thats why I write to Trendy instead creating new heroes.

All my upgrades are worth more than 4 Bil itself and the hard time I spend to get all those items are even more. Now I fear that Trendy is not really having a backup system.

Does anyone ever got really restored its heroes and all the items intact (maybe with few days rollback) instead getting a new naked heroes?

[Ice]

Horay! I got replied today.

I was happy when I read this. But after I login, what I found is horrible. Its just really a recreate heroes and none of my items are back. I have fully upgraded items in the box and equipped in heroes and all gone.
If I just want the heroes I can easily get them all back to 74 with some help from my friends. But we all cannot do the item restore. Thats why I write to Trendy instead creating new heroes.

All my upgrades are worth more than 4 Bil itself and the hard time I spend to get all those items are even more. Now I fear that Trendy is not really having a backup system.

Does anyone ever got really restored its heroes and all the items intact (maybe with few days rollback) instead getting a new naked heroes?

Yes they do and in fact I just got the bug myself recently and all my heroes were deleted. Trendy was able to get mine back from backups and all my items are still there. It really is on a case by case basis since there are a few variables that come into play. Specifically like what Genesic-Bacon was talking about that if you kept playing or relogged in to check on heroes are back you can be overwriting your backups on the server end. Plus if there was a problem and there is no good usable backups then there isn't much they can do besides compensate your account and get you back as close as possible to where you where. Data corruption sucks :( Trendy is still working on making this better though so stuff like this doesn't happen again.

[Bayangan]

I'm glad to hear that your heroes can be restored. I hope other people heroes also can be salvaged, I know the feeling of loosing everything caused by a bug or glitch.

In that case, can they assist me to restore my heroes using my own backup using the export function? I use that as personal backup purpose but I'm also not doing the export lately so I think slightly better than naked like now.
Is there a way for us users to do the real backup purpose in case things like this happen again so we are not entirely relying on the mercy of Trendy backups?

The multiple login I do because I tried in the sticky suggestion about missing heroes before contacting Trendy because missing heroes is not my first and it is returned after I verified cache. I just need to make sure that this is really need to be handled by the staff only not because my bad data or connection that caused this. The multiple login I tried is strictly as much as the sticky mention plus 1 more I do because the email that specifically request me to do login 1 time after making distict change in order to register the change on Trendy server.

Edited: Just realized that IceArrow is the one making the sticky post about lost characters. ^^;

[Curoch]

I'm glad to hear that your heroes can be restored. I hope other people heroes also can be salvaged, I know the feeling of loosing everything caused by a bug or glitch.

In that case, can they assist me to restore my heroes using my own backup using the export function? I use that as personal backup purpose but I'm also not doing the export lately so I think slightly better than naked like now.
Is there a way for us users to do the real backup purpose in case things like this happen again so we are not entirely relying on the mercy of Trendy backups?

The multiple login I do because I tried in the sticky suggestion about missing heroes before contacting Trendy because missing heroes is not my first and it is returned after I verified cache. I just need to make sure that this is really need to be handled by the staff only not because my bad data or connection that caused this. The multiple login I tried is strictly as much as the sticky mention plus 1 more I do because the email that specifically request me to do login 1 time after making distict change in order to register the change on Trendy server.

Edited: Just realized that IceArrow is the one making the sticky post about lost characters. ^^;

Just created an account to chime in - I played DD with this poor soul regularly, and recreating the characters without equipment is not very helpful.

Also, with utmost respect to the trendy help staff - I'm sure they're doing the best they can, and maybe thought that 1 billion mana would be sufficient to cover the cost of lost equipment. However, I would like to point out that a decent piece of equipment, raised to its full potential, costs up to 2 billion mana. This person has multiple characters that were geared decently. This is not even considering the cost of acquiring the piece of equipment in the first place (time spent farming on various survival maps) which is far in excess to simply leveling the characters.

I appreciate that his characters were recreated - but we (my friends and I) have been waiting for him to be able to join us for a few weeks now, and we're feeling for his loss.

Could we please get a definitive answer to the following:

1. Will Trendy be able to restore his gear (which far more important than his heroes), which means we'll be happy to wait for a few more days while this is resolved.
2. Or, will trendy not be able to take further action, in which case we will proceed to gear him ourselves to get him part of the way back there (some more mana to help him level the gear to previous levels would be sorely appreciated).

We would greatly like to be able to play together again as we now live in different parts of the world and Dungeon Defenders is the only place we get to hang out as a group any more.

Respectfully

Curoch

Edit: typos.

[Firon]

My heroes were deleted last night too. I emailed Trendy about it, and I'm hoping they can get my characters and gear back... it took long enough to get decent mythical gear and I really don't want to do that again. =/

Edit: wow! They responded quickly and restored my characters. :D I guess following the steps in the sticky works after all: don't log in again and don't make new characters, just be patient.

Go trendy! (though I hope they fix the deletion bug...)

[Curoch]

Congrats Frion.

We've been waiting for a few weeks after following the sticky and still have no resolution, hence the post in the Forums. I really hope my friend isn't penalized for his language in his email - as you can tell, English is not his first language.

Regards

Curoch

[Bayangan]

Grats Firon.
I hope many other will get restored as fast as your heroes and with minimal or no loss of the items.

I've been waiting the process for almost 2 weeks...

[Swixel]

The difference here is whether or not you logged in after the failure. The second login is what would push the original over the backup I think you'll find. I'd be surprised if they'd allowed for more than a single backup on the server (given how expensive the cloud can be).

[Bayangan]

I tried as the sticky said first.
If you suppose to just report then the sticky needs to be modified totally.

1. If you find your heroes lost.
2. Email to the staffs and DO NOT attempt to login until notified.
3. Just wait.

And It is kinda funny if only have a single backup, thats way too risky. Normally you should have Yearly, Semester, Monthly, Weekly, Daily backups. But it depends on what is your policy again. Less backup means less cost...

[Swixel]

They might have more, but there's a lot of singular in their sentence constructions ;)

Anyway, it depends on how it fails, why it fails, etc., as to who is to blame. If you remotely corrupt it with a crash, or something else, then they can't do much about it ... but based on how Open works, my guess is it's a singular in the same way ...

[Ice]

So there isn't any incorrect information passed here. There is more than one backup but as said before if there are multiple logins new ones do overwrite the last.

In Bayangan's case(I don't know the exact details) it sounds like nothing was available for good backups and the heroes had to be remade. If who ever did your restore are unable to get a backup that has your items they would have no idea what you had so that's why they compensated you 1bil.

[Bayangan]

Is there a way that they can lookup from my own backup (using export) and put it back in? Because naked lvl 74 still give you nothing. Besides it seems I lost all the unlocked map in campaign as well. I haven't check my achievements since already too shocked to see naked heroes and empty tavern box. If they can I will send the files to the lostheroes email. Because I still don't have any replies either the Trendy will try to do more on my account or not.
My last login is when they inform about the recreation heroes (which is not complete) and the compensation 1 bil mana. After that I haven't do any login again till now.
Tomorow it will be full 2 weeks since my first email. I wish there is some info I can get so I know what to do. Wait more or do what else?

[Ice]

Is there a way that they can lookup from my own backup (using export) and put it back in? Because naked lvl 74 still give you nothing. Besides it seems I lost all the unlocked map in campaign as well. I haven't check my achievements since already too shocked to see naked heroes and empty tavern box. If they can I will send the files to the lostheroes email. Because I still don't have any replies either the Trendy will try to do more on my account or not.
My last login is when they inform about the recreation heroes (which is not complete) and the compensation 1 bil mana. After that I haven't do any login again till now.
Tomorow it will be full 2 weeks since my first email. I wish there is some info I can get so I know what to do. Wait more or do what else?

Hrmmmm good question. Can you send me your save to ice@iceneko.net along with a link to your Steam profile?

[Swixel]

So there isn't any incorrect information passed here. There is more than one backup but as said before if there are multiple logins new ones do overwrite the last.

In Bayangan's case(I don't know the exact details) it sounds like nothing was available for good backups and the heroes had to be remade. If who ever did your restore are unable to get a backup that has your items they would have no idea what you had so that's why they compensated you 1bil.

Ah, awesome, thank you.

There's been a few instances of singular case that made it sound like a single file (current/last good) + a backup (last failed or last good copied?).

Structurally, it's still an interesting choice (i.e. how TNet runs ;))

[Bayangan]

Hrmmmm good question. Can you send me your save to ice@iceneko.net along with a link to your Steam profile?

I've sent the files and URL along with some explanation of my last known state in the Rank mode as requested.
If you need more information about the account please don't hesitate to ask.
Thank you IceArrow.

[Bayangan]

Got my problem sorted out.
I got restore that is from before barbarian DLC released.
Trendy can accommodate some solutions if you present them. The main cause of my missing heroes yet still unknown but I hope Trendy will be able to fix those bug.
According what I have found during my waiting time, every incident need to be checked before doing the restore just to make sure the data isn't bugged or corrupted. So the waiting time is varies to every incident. For example there are ppl that can get restored under 5 working days, but in my case took a full 2 weeks to solve.
I know the frustration of waiting because there is no update or news or progress notification. We just have to hope Trendy will be able to fix it soon.

Special thanks to IceArrow for helping me with all the recovery process details.