[BUG] Game Screen Freezing in Silute

[Arkantos]

Please fill in as much as you can :
Everytime, everyday.

Server Name: Silute

Team Name: Arkantos

Character Name: All of them

Bug Description :
When I am playing, no matter what map, whether doing Saalus mission or Earth Tower or just standing in Fedimian, the game screen freezes with no aparent reason and I can do nothing, only walk, no use skill, no see what is happening in the screen(similar to when the server enter in maintenance but you still logged), but the chat still work and I can comunicate with my guild or party. Only solution is closing the game and opening again, this is so disturbing, I already lost a lot of Saalus missions because of it and also Earth Tower runs, it happened up to 2 times in a single ET run already.
I would like to know if this is happening only in Silute, or it’s a general issue. My friends told me that this is also happening to them, but I didn’t see a oficial post about it yet.

Steps to reproduce the issue :

1. Login and play the game
2. In several times, with no aparent reason the game screen freezes
3. You can still talk with your guild/party members but can’t see whats happening in the screen nor use skills.
4. You are forced to close and reopen the game to keep playing

Screenshots / Video :

Game Control Mode (Keyboard/Joypad/Mouse) :
Keyboard

System

• CPU : i7 6700 Skylake
• RAM : 16GB
• Graphics Card : GTX 1060 6GB
• Mainboard : Asus H110m-a/m2
• Storage : 1TB + 120 SSD
• OS : Windows 10
• Internet Connection : 5GB
• Country, Region : Brazil, North

[Arkantos]

@staff
@STAFF_Letitia

Can someone tell me that you are aware of this problem and the issue is being worked on, please.

[STAFF_Letitia]

Hello! Yes we aware of the issue and are currently looking into the lag and freezing in Silute. We are discussing it in this thread.

[Arkantos]

@STAFF_Letitia
Those are not the same issue…
They are experiencing lag spikes and screen freezes (only for few seconds) due to high ping variation (possibly server instability).
If you take a look at the videos you will note that this problem is worst, the game doesn’t come back to normal after this freezing, only the chat works fine, but I need to relog in order to keep playing.

[STAFF_Letitia]

I apologize. You are quite right. I didn’t realize you had to restart the game.
Did you submit a Support Ticket about this issue?
And I assume you already tried reinstalling the game.

And your friends are facing the exact same issue? Not a slight freeze but a complete stop?

[Arkantos]

@STAFF_Letitia
No, I didn’t sent a ticket, I prefer to post here where other players may discuss the same problem they are facing and the feedback from the staff is better (not some auto msg we get from ticket)

Yep, to be honest I even reinstalled my Windows and did a fresh install of everything.
Some friend are facing the same issue, and a lot of people that I do dailies with (saalus and earth tower), I’ve also saw people complaining about this on facebook groups.

[STAFF_Letitia]

Hm…please send in a Support Ticket as well and I will make sure our Team looks at the issue. When it comes to these types of issues, I think they are better qualified to help than me.

[Arkantos]

@STAFF_Letitia
Ok, ticket sent!
Everytime I send a ticket reporting a bug and I get some auto msg I get this feeling that they didn’t even read my message nor undestand what I tried to explain, thats why I posted here first, so at least we can make who is answering understand what’s happening and give real feedback. Then they can pass on the information to the responsible sector (I am assuming that works this way)

Last tickets I sent they also gave me contradictory answer like that:

[Arkantos]

Thank you for answering, I feel relieved that at least they will be aware of this issue.

[STAFF_Letitia]

Thank you so much!
Please trust me when I say that the Support Team does read the tickets and works very hard to help.
And I apologize for the confusion.