SOLVED [Resolved] Characters Missing / Stuck on Loading Since Sept 21st Update [POST HERE]4 Likes/190 Replies/4869 Views
Sorry that there wasn't any updates to the thread since the day it was created but I'm glad to see this seems to be resolved for most. This thread will be marked as resolved for now but feel free to post if you are having the same issue still or again.
@SpaceCatPizza as far as I'm aware, this was only an issue on consoles. You're the first I've read saying on PC. Please contact us privately through one of the methods at the bottom of this post so we can look into the issue separately for you.
@Kaywin32 please also contact us through one of the methods below so we can look into your issue separately.
@Irish-lad your Ubisoft username is Irish-lad. The other is just your PSN ID which is linked to your Ubisoft ID, so we can use either of those to pull up your account and pass on details when we need to.
If anyone else is still having the issue or is just missing their characters, please reach out through one of the methods below so we can see if we can get the recovered manually:
Tickets & Live Chat:
@krullnoor Please can you reach out through one of the methods below if you haven't already, as the issue for this thread seemed to effect consoles and should be resolved for everyone that it had affected. Your issue sounds a bit different and will need looking into further as we haven't been getting other reports of it similar to yourself on PC.
Tickets & Live Chat:
My entire account disappeared with all of my 4 characters, and as far as I can remember, I closed the game after running a skills build with the Waveform holster equipped, which I found out later that it was a known problem.
When I launch the game, I get 4 screens:
- The "Connecting to Tom Clancy's The Division 2 online services" screen which stays at 0%.
- The "Information - We've recently updated the brightness values. Please check that the levels are still right for you." screen;
- The "Setup - Brightness" screen;
- and lastly I get "Select Campaign - Main Campaign / Warlords of New York" with the "Start game" button.
The scariest part is that I already opened a support ticket, provided all the requested info, and keep receiving "We can't find any deleted characters to restore" as a response from support. Tried verifying the game files, installing the game on another machine, but nothing worked.
I have 756h Total Playtime, and I have grinded almost everything in the game (exotics, hunters, both raids), so anyone can imagine what losing all their account data must feel like.
So please, Ubisoft, help me.
Ubisoft Support Staff Ubi-Milky 1404 posts
Hello @marcos_r6 thanks for your post and I am sorry to hear of the characters you have lost in the game, after having the bugged holster equipped, that could potentially block character access after the hotfix.
I have reached out to our Division team to see if there is any more we can do for you, as I was unable to find any of your characters on your account after checking this myself too.
Please keep an eye on your case for any further updates via email - 15489441
Thanks for the reply.
Ubi-Plex from support just answered my ticket: "It's not possible to recover an agent if deleted for more than 30 days".
So actually that means that my agents *are* still recoverable, because I have played prior to that, and I know this because I have an achievement logged into my Ubisoft Connect page:
"Gatling Greetings - Kill 25 enemies with the Gunner signature weapon (Minigun) - 26/25" on Oct 3, 2021.
Please help me, now I'm concerned that if this isn't recovered soon (before the 30 days since deletion), then my agents could be gone forever.
Today, after receiving again the same response from Support: "We have reviewed your case and submitted up to our team for further investigation. Unfortunately, they are unable to restore this agent at this time.", I finally took courage and selected the option "Skip to Expansion".
To my great surprise and delight, all my agents were there! Nothing was deleted.
I hope this information can be useful to anyone out there and also useful to improve the support scripts, because when I asked if continuing this screen would overwrite my characters, they said they didn't know that information. They also didn't know that my characters were ok all along.