I joined a group in party finder and once it filled to 4 people the “enter dungeon” option came up and I hit the “yes” option. The screen transitioned into the load screen but in the corner it said (1/4) players loaded with a countdown starting at 30 seconds. Once the timer hit 0s, it showed me inside the dungeon for a split second before the load screen for Stern popped up (where I previously was) shows up. I load back into Stern and check my chat and I assume my teammates never loaded in.
It says I am now locked out of it and tried restarting the game but still locked out. I’m not seeing any entry reset ticket in the mail either. Picture of chatlog included.
I am sorry to hear that you experienced this issue with the dungeon, we don’t have a way to re-grant daily or weekly entries to content manually, we have a system that takes care of this type of situations. Please keep in mind that the current system will only allow for access to be re-granted for players who experience a verified crash or outage issue on the game server side; this will not cover local internet issues or other potential causes of disconnects.
If determined this was a server-side issue, the delivery of the replacement ticket could take up to a day, and the appropriate ticket will be delivered to your in-game mailbox when it arrives.
We can’t guarantee that you will be receiving a ticket, I apologize for the inconvenience. I do suggest you to wait 24 hours to see if you get the entry ticket back, if not feel free to reach with customer service and please send them this forum link so you have the back up in case is needed to make a further investigation.
Have the dxdiag ready in case they ask for it:
Instructions for generating a DXdiag: Open and run DxDiag.exe
Hello @Keven and thank you @mobugi24 for sharing concern for your fellow Arkesians,
I am sorry to hear you experienced an issue similar to the one on this thread but I heavily suggest against replying on top of older posts in order to avoid having yours overlooked and also due to the fact several patches have been applied since this post was last replied to, possibly addressing the initial issue and even if yours seems similar, it may not be the same.
We’ve since set up a system that will automatically reissue entries in scenarios caused by a verified server crash or outage within 48 hours. That is to say, if the system does not reissue your entry ticket automatically on this occasion, we will not be able to do so manually. You can read on how we handle these scenarios here.
Note the system counts any entries as consumed whether or not these are completed runs. This means if you started a Gate 1, it will be considered consumed and not allow access to Gate 1 again and Gate 2 will not be accessible given Gate 1 was not completed.
