Server Status Updates

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HoN Status Up 7.18.2012

Service appears to be in the restoration process with SoftLayer’s network, we will continue to provide updates as we know more.  You should now be able to at least temporarily access most of the HoN Services:

Official Softlayer Update: 18-Jul-2012 19:58 UTC: SEA01 network connectivity has been restored as our facilities provider has corrected the trouble.

HoN Status Down 7.18.2012

18-Jul-2012 19:25 UTC: SoftLayer has experienced a dual-path fiber outage SEA01 datacenter, all SEA01 servers lost Internet connectivity.  This would include all services necessary to operate Heroes of Newerth, we will update you as soon as we receive a notice from them.

Maintenance Update 9/9/2011

We are currently in the testing phase and are working quickly to confirm everything is working.  As soon as testing is complete, we will bring the game back online for everyone.  We appreciate your patience while we complete the maintenance.

Scheduled Maintenance / Downtime

We are running scheduled maintenance on our web and databases. During this window game play and the website will be affected. You may be unable to play during this period while we are working on the systems. We thank you in advance for your patience.

We are working to bring the system back online as soon as possible.

Scheduled Maintenance / Downtime

There are two phases of maintenance scheduled for July 19, 2011.

The website will be placed into maintenance mode starting at 12:00 a.m. (midnight)

The game log-in server will be placed into maintenance mode starting at 3:00 a.m. You will not be able to log into Heroes of Newerth once this happens.

Both services are expected to be live again at approximately 12:00 pm (GMT -4). This time is an estimate, and we will work to achieve this goal.

We thank you for your patience during this scheduled maintenance.

Compensation, Apology, Explanation, & Commitment

Compensation & Apology

We realize there is nothing we can do to make up for the last five weeks of unacceptable performance. We would like to reward your loyalty, patience, and understanding with the following:

1. Every player will receive 2,000 silver coins.

2. Every item in the Goblin Store will be unlocked until Wednesday, June 29th at 12 PM EDT (GMT -4) for players to use in their games (This excludes Nickname Changes, Custom Account Icons, and items not currently available for purchase).

3. Leaves from Tuesday, May 17 through Thursday, June 9 will be removed from all players. This is in response to numerous server issues, reconnection issues, etc. for users who should not have received leaves.

We sincerely thank the entire HoN community.

Synopsis of Events

Following the DDoS attacks in May, we retained a world reknowned internet security firm to secure our network (this required significant software and architecture changes). After our network was secured, our then current hosting provider began experiencing connectivity issues. On June 9th, we began a transition to one of the premiere hosting companies in the world. Though the transition period was rocky, we had the system in a near 99% functional state. It was at this time that CPU upgrades to the database boxes were needed to allow for additional capacity and consistency of service. On Tuesday, June 21st, the replacement of the CPUs was started. Upon bringing the boxes back online, the engineers noticed anomalies in the raid setup, causing a total loss of data on the master and slave boxes. Following these events, they immediately attempted a restoration process on the data, it is unknown at this time if any of the data is recoverable. Concurrent to this happening, we began work to bring up our previous provider’s network that was still in place with the data from June 9th, which brings us to today. We are currently running on a temporary system while we construct our new environment at another hosting firm. Due to this system’s temporary nature, not all services may be operating at 100%.

We are planning for another maintenance window at which point we will switch to the new infrastructure. During this transition, we intend on having the game playable and will inform the playerbase of this maintenance at a later time.

Taking Responsibility & Commitment To Excellence

We hold ourselves completely accountable for the events that have transpired. Through two years of closed beta, open beta, and retail play, we provided nearly 100% uptime. We are intent on restoring this level of service you have all come to expect. We will be making the necessary adjustments in our systems, processes, and management to achieve a better and more reliable quality of service!

HoN Status 6/22

We have been working non-stop to get HoN back online for everyone and are happy to say the game is back up and running!

Unfortunately, due to the issue with our databases, we were forced to roll everything back to June 9th. This means everything- stats, store purchases with in-game coins, coin purchases, stat resets, sub-account purchases, etc. - since June 9th has been permanently deleted. *This includes passwords! Your password might be an old one if you changed it recently!* We are sorry for the frustration and inconvenience this has caused. We are definitely feeling it, too!

If you made any real money purchases since June 9th, rest assured that we have this data saved and we will have a page available on the website where you will be able to restore any purchases you made during this time. This means that if you purchased coins on June 13th and bought the Gore Taunt, you will not have the coins you purchased and your Gore Taunt will no longer be purchased; however, after you use this new page on the website, you will receive the coins from your purchase again and can use them to purchase Gore Taunt (or any other item) again. We plan to have this page available tomorrow and will keep you updated on its progress.

To be clear, we can ONLY restore transactions with real money. We are sorry, but we cannot restore anything purchased with in-game currency and your silver coins are back to where they were on June 9th.

We sincerely thank everyone for their patience over the past day, as well as the past few weeks. We know it hasn’t been easy and we are truly appreciative of everyone staying with us. As a token of our appreciation, we have temporarily unlocked every item currently available in the Goblin Store for everyone to play with (with the exception of Nickname Changes and Custom Account Icons)! *Please note that items not currently available in the store, such as Gold Collection Avatars, are not unlocked, but if you own them you can still use them as usual.*

This is only the first part of our thank you and we will have another gift for everyone soon!

Thank you again for your understanding. Now let’s all go get some HoN in and have some fun!

HoN Downtime 6/21/11

During our scheduled maintenance period this morning we had a catastrophic hardware failure across a number of systems including some of our backup systems. We have the capacity and ability to recover from this failure.  However, due to the extent of this failure we cannot provide an ETA on when service will be restored, we will continue to provide you updates as they are available to us.

We apologize, we would like to play just as badly as you would.

HoN Server Maintenance 6/21/2011

We had an initial maintenance scheduled today from 7:30 AM GMT -5 until 8:30 AM GMT -5, we have since extended that time frame to run until 3:00 PM GMT -5 we will continue to keep you updated.