Following the ‘The Division 1.1 update’, a group of players reported that their characters went missing. Ubisoft has now identified the source of the issue, and a fix will be available “shortly”. Characters will be restored to a previous state, which will cause any progress made since April 12 to be lost.
Ubisoft’s community developer, Ubi_Yannick, posted this on the official Ubisoft forums overnight. According to The Division Team, the “issue was caused by a malfunctioning server that couldn’t synchronize character data correctly and corrupted them instead”.
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. This only applies to players who have been affected by the missing character issue.
We apologize for the inconvenience and want to thank you for your understanding and your help in identifying this issue.
The Division Team
The team is working on a fix for the issue as we speak, and they hope to implement if very shortly. Implementing the fix will cause some server downtime, and unfortunately, recovered characters will be restored to how they were on April 12th at 9am CEST (3am EDT/12am PDT). Players will lose any progress made with the restored character or any other one from the same account between April 12 and the next maintenance.