Ubisoft Addresses Disappearing Characters in The Division

The Division‘s new update deployed yesterday, causing some players to lose their characters.

Players have been reporting significant issues following yesterday’s hefty update for The Division. Update 1.1 hit yesterday, bringing with it promises of addressing the “infinite loading/backpack issue,” a host of fixes, including missing daily missions, and the introduction of Incursions, gear trading, and a host of other fixes and features.

Unfortunately it hasn’t been smooth sailing since the update went live, with some players reporting the disappearance of characters. Gamers have taken to both Reddit and the forums to report the issue.

An update on the forums states that the team has identified and fixed the issue, and that characters are able to be restored. You can read the full update below:

“Agents,

Some of you reported that their characters went missing after Update 1.1. Our team has identified and fixed the source of this issue to ensure that your characters could be correctly restored.

The issue was caused by a malfunctioning server that couldn’t synchronize character data correctly and corrupted them instead. The game client was unable to read this corrupted data, and simply assumed that the character didn’t exist. Once this has been identified, we were able to restore the server to its normal functions, thus ensuring that the issue will no longer occur for other players.

For those who experienced the issue: your character is not gone. We are currently working on a fix that should make it available shortly. Implementing this fix will require a server downtime, and we will let you know when we are ready to perform it.
Please note however that in order to make your character available, we will need to restore the latest uncorrupted save of your entire account, which happened during the server maintenance of April 12. In other words, your character will be back just as you left it on April 12 at 9am CEST | 3am EDT | 12am PDT. You will lose any progress made on this character or any other one from the same account between April 12 and the next maintenance.

We apologize for the inconvenience and want to thank you for your understanding and your help in identifying this issue.

The Division Team”