Info on Recent Hacker Attack and Rollback

[Former-GM-Mass]

PLEASE read all posts within this thread and not just the very first post!


Hello everyone, I'm here to explain what's happening since I'm sure a lot of you are confused.

A couple hours ago we were attacked via CP, that person/group got a hold of the database, deleted the GMs accounts and created accounts for themselves. They obviously didn't last long, we put CP down and they were cut, but it seems they still had to do something, they caused a series of problems inside our databases and we have to use the backup to restore it. That's why whoever disconnects can't log back.

So, because of that, I'm sad to say we'll have about 36 hours rollback on the database. CP will be down until further notice.

We're working on restoring it back as soon as possible but please, have patience, it takes some time to put the backup up and running. We're very sorry for the inconvenience that have brought you all.

EDIT: Also, if there was a big loss of items, you can send a support ticket AFTER server is back up and we'll look into it.
We'll compensate the downtime and inconvinience after it's back online again too.

[GM-Aki]

As stated by Mass, the server is currently down.

Since Pandora is such a dictator good Head GM and expects almost daily backups, we are saved by the expectations of the above mentioned Pandora.

The down side of this is that it is a massive amount of information to restore. Therefore I foresee a long night ahead for her.

Its mostly a one man woman's job.

I can only cheer her on and ask you to be patient with her/us/heRO.

We greatly appreciate the patience you're for showing and thank you showing your continuous faith in us.


I so didn't press that shiny button *stares*

[GM-Aki]

The dictator Head GM-Pandora in all her splendour and magnificence, says WE *royal we you think? or us GM's?* promise goodies to make up for it.


and sleep for her


and a shiny button for Aki

[GM-Aki]

And, guess what, The Server is up!

Don't forget there was a rollback that dates to the morning of the 1st.

But no more ebil people and we will reward you all, don't worry and thank you.

[Former-GM-Nara]

Pandora decided on the following bonus for now:
7/7/5 rates + 5x quest exp rate until next Sunday (Dec. 6th) in the evening.

For the rest, recovery or bonus item, a discussion will take place and a decision will be announced tomorrow.

Pandora needs to go sleep now, more info tomorrow

[GM-Ayu]

Decision on the POTENTIAL[1] on any form of reinstatement[2] will take place within Dec 3rd[3]. This includes on method or any requirement of qualification[4] for reinstatement. Asking any further beyond an announcement regarding this topic made within this post by GMs will not get you anywhere.

Explanation notes:
[1]: meaning: not definite, no guarantee, may not have any action, and not certain.

[2]: such as but not limited to: any item gain, levels, quests, warp unlock, whatever you think of

[3]: Dec 3rd defined by server time any moment from 12:00AM to 12:00PM. Not by your time, not right at midnight. No magic will occur at that point of time.


Yes we are certain and aware of "photoshop" existing and how that may affect screenshot. Yes we are also aware that not everyone takes screenshots every moment of their life. Yes we are aware that there may be "other methods" to prove your item beyond screenshot. Yes we are aware of (and already encountered tons of) people who are trying to hit us when we are down in order to gain items in the guise of reinstatement.


We will consider ALL of those points in our discussion. Thanks for your concern of the server.


@conspiracy theorists who tried to debate against heRO GMs when GMs are swamped in PMs and saying GMs are not answering because we are guilty and therefore speechless:

No we didn't purposely reroll in some random disguise because of losing a castle recently. Now is now the time to start crap and pretend that you are correct because we are too busy to even bother with you.

[GM-Ayu]

Also refusing to read *all* posts in this thread and just spam tickets at us doesn't work. It won't get you anywhere. Any ticket sent about this issue before further posts about any future action for the rollback will be closed with nothing but a link to this thread.

[Former-GM-Circe]

Message from Pandora:

heRO had a rollback yesterday as you all know, it's the first real rollback in heRO's history of 4+ years. Of course we had small rollbacks before during server crashes, but not more than a few minutes.

Words cannot express how we feel about everyone's loss of those 36 hours of game play as well as what we'd like to do to the people who caused this...

Our first priority goes to you, the players, as such most of you have noticed the increased rates already, we also said we would announce today our definite answer on the possibility of getting items back in certain specific cases, so here are the details.

• Rates are increased to 7/7/5 until next Sunday's event (Dec. 6th)
  
  
• Quest rates are increased to 5x, we will discuss if the change is to be permanent, if the rates go back to 2x on Sunday, or something in between.
  
  
• Pandelina will make an appearance tonight to give you some goodies, she will stay till Sunday from Monday morning (7th December 2009) to Friday evening (11th December 2009). [Items are Account bound, requires a char level 75+ to collect, only once per account]
  
  
• We will NOT give back levels/% of exp even if you have screenshots, please make use of the increased rates to gain it back.
  
  
• We will NOT give back any items or zeny obtained in a trade with another player, simply find the person and trade again.
  
  
• There is effectively only 1 case where we will give back an item lost, the main condition is that that the item must be worth over 3M zeny, it must be a single item, if it's a group of items that total 3M zeny together it does NOT count. Value of items is subjective of course, we ask people to be reasonable and not expect to get a lunatic hat back. Anything under 3M zeny we suggest you make use of the increased rates to either farm zeny and buy it from someone or hunt it again. Screenshots are irrelevant and we will not be asking you for them. The only acceptable way to ask for an item lost will be via the support ticket and with the following template properly filled:
  

- Name of character the item was obtained on:
- Name of the item:
- ID of the item: (you can look it up on RMS or via @ii in game)
- Time when you obtained the item: in server time (EST GMT-5) be as precise as you can!
- How the item was obtained: example from monster ___ in map ___ (remember: items traded between players are NOT valid)

Link to the support ticket: http://www.pandoraonline.net/support/

Any report that does not respect these rules or follow the template will be closed with only a link to this thread, likewise for any PM in game or in forum asking for items. Reports with the most precise time frame will be handled first, vague report going last.

Once again we apologize for all the inconvenience, we are doing our best to offer compensation, I know some people will still be displeased over what they lost, but I hope you eventually get over it. As most of you know we worked very hard already in getting the server back online as fast as humanly possible, amongst other things we have to look into who did this and how to make sure it never happens again. Restoring items of all value would just have been too time consuming in the end, so we had to draw the line somewhere.

[GM-Aki]

Update on the Pandelina scandal

Pandelina will make an appearance tonight to give you some goodies, she will stay till Sunday from Monday morning (7th December 2009) to Friday evening (11th December 2009). [Items are Account bound, requires a char level 75+ to collect, only once per account]

[GM-Aki]

Update on what's happening in the world of heRO!

Pandelina
Pandelina will either appear Sunday evening or Monday morning. It will definitely be after the rates go back to normal. Regardless of when she appears, she will dissapear on Friday the 11th.

Recovering an item lost during the rollback that is worth more than 3M zeny

It needs repeating:
You must send in a ticket with this information or we will not accept your request.
- Name of character the item was obtained on:
- Name of the item:
- ID of the item: (you can look it up on RMS or via @ii in game)
- Time when you obtained the item: in server time (EST GMT-5) be as precise as you can!
- How the item was obtained: example from monster ___ in map ___ (remember: items traded between players are NOT valid)

Link to the support ticket: http://www.pandoraonline.net/support/

All requests must be received by midnight the 6th of December SERVER TIME

Any requests received after that date will be refused.

We will need at least 3 days to search out the relevant information related to your chars, then the log diving will begin. We calculate that it will take a minimum of a week to answer you all, so no need to poke GM's relentlessly it will not change anything.

We realize you want WANT your item but we need time to make sure they are your YOUR item. Have patience, we will reply to you all, via the SUPPORT TICKET SYSTEM.

Please note: needless spamming of GM or poking or just bothering GM's will result in your request being put in the bottom of the pile, we reserve the right to @nuke you repeatedly if you bother us too much about it.