Over the last few weeks our team has been seeing reports regarding server instability increase in number across both Europe & North America - namely focused on cases where lag was causing ability delays, spikes in player ping, and issues with hit registration.
Today we wanted to take a minute to help provide some background on the situation, cover some of the steps we’ve taken to resolve these server issues, and speak towards our plans to continue working on a steady solution.
As some of you may already know, we shipped Sands of Myth with a major set of updates to our server technology back in March. This was done to help us prepare for the coming launch of Paladins on the Epic Games Store, as well as provide a stronger long-term backbone for our servers as the game continues forward. Naturally, we expected a few issues to arise while we stabilized the new tech, but those have proven difficult to track down given the massive surge of internet usage due to COVID-19 forcing many to stay at home in quarantine.
Since early March our community team has been working with members of the Assembly of Champions, players from the Paladins Pro Circuit, and other players to collect bad Match IDs. With these in-hand, Evil Mojo’s Xienen and our operations team have been working to track down, isolate, and resolve key issues clogging up our server infrastructure.
At this time, we’ve managed to find and resolve three major issues to help ease lag you’re experiencing in-game across Europe & North America:
For Europe, we found an issue with internet congestion in London which was causing intermittent ping issues that were resolved by moving those servers to another country entirely. We also found an issue in the network right outside one of our data centers in Amsterdam causing packet loss issues, which we have solved by moving those servers to a different country as well.
In North America, we found an issue with a particular data center which we then took offline and moved those servers to another data center - solving the issue.
After patching these issues up, some of our players have reported a much more stable experience free of lag causing delays, ping spikes, and more - meaning we’re on the right track!
As we continue moving through April, our team is going to keep investigating any reports of server lag through provided Match IDs and working to solve any issues we’re able to track down. So if you have any bad Match IDs to help us out, please send them to a member of our community team such as myself, HiRezRomanova, or HiRezLunium so we can pass them onto Xienen and our operations team to investigate. Just be sure to include the Match ID, your region, and a brief description of the issues you experienced.
We’ll continue to keep you posted on our progress via social media as updates arise. Thank you so much for sticking with us as we work through these issues to ensure everyone in the Realm has a great experience!