LVL 30 Character Missing After Crash

Wicked Bug Reporting
1

I was in town upgrading some gear when the game suddenly crashed to desktop on a loading screen. When I re-launched the game, the lvl 30 character I was on was completely missing from the character select screen. I have (had) 4 characters, and now I only have 3.

I tried going back to a backup save and then quitting to main menu to see if he would re-appear with no luck. I closed the game, gave it half an hour or so, logged back in and he’s still missing.

Can I get that character restored, including gear and inventory? The fact that characters can just disappear into the void without warning, completely wiping out all that time/progression/farming/etc. is going to be a major reason to not continue playing. Please help.

2

Hello, can you please provide all the information request here: How to Properly Report Bugs!

also if possible send me the name of your Realm and Character that was lost

3

I got an error when sending this, trying again. Sorry if I’m double dinging you.

I cannot locate the ‘player.log’ and ‘player-prev.log’ files. When I navigate to the pathing indicated in the bug reporting link you provided, I do not have an ‘AppData’ folder under C:\users%USERNAME%\

Character name was Paladin, realm name was Mage.

Any suggestions?

4

you need to replace %USERNAME% with your computers username

5

Yes I’m aware of that. I do not have an ‘AppData’ folder at that location. I attempted to include a screenshot in my email response but received an error.

6

go to your Windows partition, usually C: by default. then Users, and your User Names folder. then go to “view” on the top bar of the window and check the “show hidden items” checkbox:

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then your AppData Folder should show up.

7

you can also try pressing Windows+R and then typing appdata there

8

Thanks Caiden, the Windows + R solution worked. I now have both the player.log and player-prev.log files, and have uploaded them to wetransfer.com. Link below.

9

DxDiag file.

10

thank you for the player logs, I also need the other folders mentioned in the thread. The DataStore Folder mentioned on step 3 and the Folder mentioned on step 4.

11

My apologies. Both folders can be found here.

12

perfect thank you, will send along to the tech department now

13

Not trying to rush but I just got a notification from wetransfer that my uploaded files still haven’t been downloaded, and that they will become unavailable in approximately 24 hours.

I’m hoping you can get to this soon, but please let me know if we need to make other arrangements.

14

I have downloaded and saved all of your files. and they have been sent to the tech department.

15

Thank you, glad to hear it. Looking forward to hearing from the tech guys.

16

Hello, it’s been 5 or 6 days and I haven’t heard back so I’m just checking in. Any progress on restoring my missing character and realm?

17

Good morning, it’s been 8 days with no word. Do you have any updates to share?

18

the team is reviewing the crash, sorry for the long wait.

19

Thanks Caiden and the I.T. team; the missing realm and character are fully playable. I appreciate the help in getting this fixed.

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