Update on Current Top Issues

Heroes of Arkesia!

It has been an amazing first week. We’ve seen incredible support from our players and we want to express our gratitude for helping make Lost Ark as big as it is here in the West! We are also very aware of issues that the community have been experiencing and wanted to take some time and address some of the top concerns we have seen in the past few days.

Missing Premium Content and Store

We have received reports and have confirmed that items are missing from Product Inventory, the Store is unavailable in-game, and Crystalline Auras are missing from characters.

While these things sound like they could be different issues, they are actually all linked to one root cause. For these entitlements, two different servers need to talk to each other, the game server and the commerce server. Right now there is an issue where the commerce server, due to the massive load that it is experiencing from how many people are playing Lost Ark, fails to properly communicate with the game server. This is why sometimes you can see and claim your items, make purchases from the store, and see that your Crystalline Aura is active and working, while other times you can’t. It’s the intermittency that caused our team to investigate the issue for so long before we could give a meaningful update. We have seen that while these items appear to not be on your account, they are still entitled to you.

To address this specific issue, we need to have a client patch. That patch is currently being built by Smilegate RPG and we are hoping to include this fix in our next update which we are prepping for this coming week. It is our understanding that after this patch is delivered, most of the major commerce related issues will work correctly.

For Crystalline Aura specifically, we know that this is a paid premium account benefit that has a timer associated with it. We are actively investigating this issue.

The Galatur issues from Head Start

During Head Start there was an issue with the Galutar server that caused approximately 17,000 users to become stuck in a state where their characters no longer had the Main Story Quest (MSQ) available. This is clearly a massive issue and one that we want to address as quickly and fairly as possible. The issue is a complex one and requires manual editing of each affected account while the player is present online. This makes fixing these characters a very slow process, but please know we are working through them as quickly as we can and working in partnership with Smilegate RPG to solve this issue at scale.

We know this is supremely frustrating and due to the nature of the possible resolutions, we are actively working on in-game compensation for the players who have been stuck in this state. We will update the community on compensation in the coming days.

Queues within the EU region

Lost Ark’s massive popularity has led to queues in all regions ranging from only a few hundred to hundreds of thousands. Our server team has been has been working tirelessly with Smilegate RPG, pushing existing servers to the absolute edge of capacity while maintaining stability and adding more servers to every region.

Unfortunately, there is only so much capacity we can add to a region due to limitations with Lost Ark’s architecture. Despite all of this work, we are still seeing massive queues within the EU region and, as such, we have just announced that we will be opening a whole new EU region, EU West.

You can see all of the information regarding this update in our article here: New European Region Update - News | Lost Ark - Free to Play MMO Action RPG

Collecting all bugs and issues

In addition to the items above, we want to thank everyone for their help reporting bugs and issues they are finding. Community, Customer Support and QA are actively tracking and reporting all issues that are sent to us. Our Production team, Economy team, Live Operations team and our developers at Smilegate RPG are processing and prioritizing those reports. We will be taking steps to improve our communication with our community on reported issues.

Thank you for all your continued support. We are humbled by the passion and excitement you all have for Lost Ark.

See you all in Arkesia!

241 Likes
Little incentive to move to new EU west region when created
Crystalline Aura not activated
Crystalline Aura disabled
Official Galatur Thread
Vanquisher Pack verschwunden
Founder pack gold, another server
Impossible to play
Didn't get vanquisher starter pack/crystals gone
Twitch drop LoLA Neugier Gold Mount disappeared due to shop server problems
New EU Region just announced
Jetzt Reicht´s!
Store in Wartung seit 3Tagen?
Login Error 10027
Gold founders pack - Did not get the 4k crystals
Aldebaran Server update?
Missing Product Inventory Items and Chests
Galatur Char bugged
Aura and Crystals all gone
Paquete del Fundador
Purchase Failed for Royal Crystals
Second powerpass missing
Server crashed while i was in my abyssal dungeon
EU WEST region?
My Hat from twitch rewards and Crystaline gone
Another Twitch drop not recived
Can't play the game in the EU Servers..where is my compensation?
Missing Twitch drop!
When will you allow powerpass to be used region wide?
Aura cristalina y gemas desaparecidas
Items Claimed from Product Inventory Completely Gone
I did not recieve my amazon prime gaming content
Crystalline aura and gems are missing
Missing crystaline aura after extending free 3 day one
Matchmaking lag EU
Is it ok to call the new region EU West?
Not received my " LoLA Neugier Gold Mount "
Have Not Received Twitch Drops Loot
Lost my Twitch drops and crystalline aura
When am I expected to get my Vanquisher Pack
Tienda en manteniemiento y bug de inventario de productos
Founder's second package
Marketplace is under maintenance
Server traffic problem?
My Crystalline Aura is not in effect
How can I report a bug?
Please Reconsider Oceania Servers
Kristall Aura weg nach Hotfix
Give me back my Crystalline aura
Launch Celebration Pack disappeared
Drops on Twitch
My Crystalline Aura is gone!
EU servers are in a bad state
Saphia Pet Chest Claimed But Never Appeared In Inventory
Mokoko maintenance?
Unable to see items in Product inventory
Lostark Store not working
Cristalline Aura is GONE
Kristalline Aura weg - Server Slen
No Crystalline Aura
Kristalline Aura weg nach wartung
Accidently deleted, character with daily reward and twitch drops
General client issues
Crystaline Aura disappeared / Twtich drops not appearing
Problema con Aura Cristalina
Pack bought, no early access, now no Aura
Kristallaura weg und Markt nicht verfügbar
La tienda esta en mantenimiento
Crystalline Aura disappeared today
Desaparición de aura cristalina y otros objetos
Twitch Drops Problems
Missing in-game items
US west 30 Days Crystalline Aura Missing
Crystalline Aura is gone after maintenance
Cystiline aura disapeared again
Where are my crystals gone?
I have lost my Crystaline Aura
Aura cristalina desaparecida
Everything i had in Product Inventory disappeared after maintenance!
Crystalline aura got deactivated help
In game store Under maintenance
Mi itens en el storage keep desapareció
Lets play with new errors :)
How come when i relog i loose my Crystalline Aura
Why is my Crystalline Aura disable?
Missing Crystalline aura again
Im having this error and kinda need some help
Reimbursement of my crystalline days
Charged 3 times of Pheon's x100 pack
Only 1 Twich dop item arrived
New EU region ? a EU west region?
Kristallaura und Shop Kristalle weg nach Serverstart
Desaparación de objetos
Crystalline Aura not activated
Que pasa con los Mantenimiento y las Auras Cristalina
Twitch drop missing. "LoLA Starter item set"
Store Not working?
Twitch drop claimed but nothing
He canjeado sin querer el pase de 3 dias en otro servidor y ahora no lo tengo en el mio correcto
Crystalline aura gone / not in use
Amazon Claims + Founders' Pack
Saphia Pet Chest dissapeared
Aura de resonancia (mazmorras del caos) problema
In game store unavailable
Can't buy gems despite trying both known fixes
I lost my crystalline aura, crystals and the in-game store is not working
Its official, no refund for multiple purchases
Unclaimed items gone since reset
Character Expansion Tickets Not Showing Up
Twitch drops, crystal, crystalline aura and prime drops dissapeared
Twitch Drops and Market place
No founder Pack on second server
US west 30 Days Crystalline Aura Missing
Purchased pack missing
Crystaline Aura not showing up, activated second one, didn't show up
Cristaline aura
Twitch Drop disappeared
Missing Twitch Drops
Crystalline Aura gone again after maintenance
He perdido mi Aura Cristalina
No aura, lack of twitch drops, unable to access store
Can Aldebaran get an official announcement?
NERIA: Where is my Crystal Aura?
Crystallin Aura not working
I didnt receive my founders pack compensation
Crystalline aura and Store unavailable
Crystalline aura and crystals missing after update
No me llegan drops
Product inventory empty
Where is my crystalline aura?!
EU servers are in a bad state
Crystalline aura again not active
My Crystalline Aura is gone!
Not receiving twitch drops
Twitch elibility
Crystalline Aura and some founders rewards not active for a whole day?
Lost aura for 24h now
Lost Twitch Drop after maintenance
Crystaline Aura is not working
Crystalline Aura not active
Crystalline Aura and Crystals lost
Received System Message saying I have something in my product inventory
TRying to purchase from Store
Can we get confirmation that -
Aura Bug and Drops from Streams problem
Product Inventory and Store still Broken
Items have gone missing/not delivered from account
Twitch drop not showing in game
Issues with a Twitch Drop
Aura gone after client crash
Items from twitch drop missing
My Crystalline Aura is not in effect Again! (this is second time)
Buying Crystals from store issue
Crystalline Buff Aura has just deactivated
Crystalline Aura is just gone?
Aura cristalline encore disparue
Bought the level 50 completion pack and couldnt claim it
Friend got free Vanquiser Pack and ingame Mail from Lost Ark team. I got nothing!
Didnt receive Twitch drop items
Crystal Aura and Store 02/17
We need ETA on second founder pack
I bough crystalline aura with crystals and didn't receive it
El Aura cristalina ha desaparecido
1 week no Aura i paid for
I never received the items i bought in the store
Muchos problemas
Twitch Saphia Pet Chest Not Available
Crystaline aura missing and Shop down
My Crystaline Aura is goneeeee
My Crystalline Aura is gone!
My Crystalline Aura is gone!
My Crystalline Aura is gone!
My Crystalline Aura is gone!
My Crystalline Aura is gone!
Perdida de nuevo de objetos de Inventario de Productos
My Crystalline Aura is gone!
Main Story Quest Bug, 7 Days and no response
Gift not received
Frustración por las colas interminables y la imposibilidad de jugar
Wasted Crystalline Aura
I Can't use Crystalline Aura
In - game silver and crystalline aura problem
Desaparecio mi aura cristalina
Crystalline Aura BUG SUPPORT
System message error (Debug)
Is to much already for EU is anyone there who can help us?
Getting kicked out after accepting daily quest
Matchmaking issues in EU
Graphics stuttering, world animations choppy
FPS drops and constant stuttering on high-end PCs.
Perdida aura cristalina y falta de drops
Didnt get the new founders pack, and the other new one and dont have aura
Ha desaparecido los items del inventario de productos
Vais a solucionar las colas en algun momento?
Lost Ark Explorer Starter Pack
Achat boutique impossible
No crystalline aura 2 day in a row
Colas de espera, recompensas perdidas y más…
[BUG] Crystalline Aura from my Founders Pack is already gone
My items from Product Inventory are gone and my crystalline aura dont work
Regalo a otro jugador que no llega y tienda en mantenimiento
Can someone please help; awful support experience
Kristall Aura wieder weg WIEDER MAL
Aura und Produktinventar
Kristaline Aura nicht aktiv? Es ist aber bezahlt! Gutschrift?
Kristalline Aura wie so oft weg
Never received founders crystalline aura
Crystals missing for 2nd founder pack
Kristalle plötzlich weg
Crystalline Aura Showing Inactive
My Crystalline Aura is gone with all blue diamonds
4k blue crystals and 2 months worth of crystalline aura, GONE
Aura crystalline perdue!
No cristalline aura since this morning
Crystelline aura missin
Chrystaline Aura is away
Crystaline aura dissapeared
Crystals gone royal and blue
Crystalline Aura gone, Crystals missing and being able to use the Shop!
Lost my Aura when I'm supposed to have 1 month left
I cant get any twitch drops
My Crystalline Aura is not in effect Again! (this is second time)
Crystalline Aura disappeared - Any recent updates
In game currency missing
Disappearing platinum founders pack from inventory, and still missing 2nd founders pack
Aura, product inventory and crystals gone
Items disappeared from Product Inventory
Crystalline Aura is not in effect for the 4th time
Allocation of ALL rewards from transfer
EU Matchmaking NEEDS a fix
Problèmes actuels : Aura Crystalline Aura, Inventaire de produits & Boutique
Problemas actuales: Aura Cristalina, Inventario de Productos, Tienda del Juego
Aura is gone - crystals are gone
My cristalline aura is not working for 2 days
Missing Aura, Crystal, Loot
Cant redeem items
Shop down for 48hrs - EU
Crystaline Aura Gone Server Slen
Crystalline Auro and Other redeemables gone no additional Founders Pack still
Shop not available
Crystal Aura and Drops
Purchased Items not received?
My Product Inventory is broken ? LoLA neugier mount and second founder pack
Current issues: Crystalline Aura, Product Inventory, In-Game Store
Founders Pack missing Crystaline Aura
Crystalline Aura is not working
My CrystallaURA VANISHED
My Crystalline Aura is gone!
Missing bonus founders pack (2nd one) and compensation gift (welcome launch gift)
My Crystals and Crystalline Aura are gone
My Crystalline Aura is gone!
My Crystalline Aura is gone!
My Crystalline Aura is gone!
My Crystalline Aura is gone!
My Crystalline Aura is gone!
My twitch mount disappeared the other day, now the crystalline aura
Crystal Aura, crystals and product inventory gone
My crystalline aura and my unclaimed product simply disappeared
EU Shop maintenance? Queue's fix soon?
Please, Crystalline Aura gone again
Missing Twitch Drops
Crystalline Aura, Shop and random disconnects
Where is my crystalline aura :(
My Crystalline Aura and Blue Crystal are gone today
My aura is dissapearing and appearing, crystals are gone
Crystalline Aura and Buying skins with it
Where İs My Aura
Twitch drops missing
Saphia Pet Chest - missing
3 days in a row without blessing aura working
Missing crystals, pet and bugged market
Zinnervale EU Central
Multiple items missing from in-game market as well as product inventory
Cant use store few days ago
Crystals are gone
Aura cristalina 5días desaparecida
Missing my founder packs , twitch drops , twitch prime packs
Unclaimed Founders Crystalline Aura trapped in EUC
EU/NA different treatment
Have not receive my Celebration Pack with Mount
Problem with Crystalline Aura Today
Cristalline aura never been available after f2p
Received 1st and 3rd Twitch drop but not second one?
I thought AGS are aware
Lost Crystals due to shop lag
Crystalline Aura and Crystals are Disappeared
Twitch Drop disappeared
Crystaoline Aura gone
I didn't get dlc
Product inventory is empty
Servers down without warning?
Missing unclaimed box items
Missing Crystaline aura from my founder's pack
Problem buying crystals
Missing Gems or Aura? Just talked to support
Waiting for founder pack
No aparece mi aura cristalina
Aura cristalina y Lag
Aura not appearing
Crystalline Aura not activated
Kristalle nicht da
Claimed bought crystal and it is gone
I bought an Aura exchanging gold and did not receive it
Crystalline Aura removed from my Account and Items missing from the Claim Window
Welcome challenge Fomona island quest
Nach Wartung: Gesamtes Produktinventar gelöscht
Nach Patch nicht geöffnete und gekaufte Packete weg
Restore Deleted Character - Founders Pack
Crystalline Aura gone - Zinnervale EU
Product Inventory any info form support?
In-game shop and missing items
Product Inventory Not working
Kristall Aura wieder WEG, keine neue Founders aktivierung
Lost my crystalline aura benefits SA/Agaton
Missing Crystalline Aura effect
Paid Good REAL Money for Aura
My crystalline aura suddenly stopped working
Crystalline Aura disappeared after unknown error
Perdida de aura cristalina tras el mantenimiento
Arreglan una cosa y falla otra
Missing items, founder packs and aura
Shop in maintenance Kazeros
Aura und Kristalle weg :/
Missing Crystalline Aura is expensive
No aura and my 200 crystals went poff
Suddenly Crystalline Aura Gone
Storage box wiped of all contents
Aura cristalina me ha desaparecido
Missing my Crystalline Aura and crystals
Aura and gems have disappeared
Kristalle und Kristalline Aura seit der Wartung verschwunden
Crystalline Aura Not Working?! help
Missing twitch drop hoverboard
Crystal aura again gone
Kristalline Aura Funktioniert nicht
Lost my Crystalline aura, crystals and access to the store after release
Crystaline aura deactivated
Kristalline Aura
Store down to buy royal crystals?
My Product Inventory Items Are Missing
! Problems with Cristalline Aura, Shop, Gold Pack, receiving items from twitch!
Can't access the Store