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Update September 2017 View in browser
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The UO Team is happy to announce we will be sending out a newsletter periodically so you can stay up to date on the latest in Britannia!

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Producer Notes

Greetings everyone,

The team and I are working hard to finish up the second part of Publish 98 which includes Holiday gifts, new Artisan Festival Rewards and new Veteran Rewards as well as several bug fixes.  This month, Ultima Online turns twenty years old, which is an incredible milestone!  UO could not have ever reached this point without the tireless work of scores of staff and the amazing support and help of the over 1 million people have played UO in its lifetime!  Recently, UO was named the 3rd best MMORPG of all time for 2017 by MMORPG.com!  Again, we could not have attained this distinction without you, so from all of us - a huge thank you to Ultima Online's players past and present!  As many of you know, to celebrate this joyous occasion we will be hosting a 20th Anniversary Party and cannot wait to celebrate with the over 200 of you that registered, filling us to capacity in record time!  We hope everyone is as excited as we are!  

For those attending the party be sure to check the party page often as we will be updating it with the latest information.  We are especially excited for Friday evening when we will be hosting a costume contents.  The Judges for the contest will be our honored guests Starr "Lord Blackthorn" Long and Richard "Lord British" Garriott.  The prizes for this contest were donated by Mr. David Johnson of Larpers Lounge.  They are great people to work with and extremely helpful with your armor needs if you might have any.  We can't wait to see what everyone comes dressed as!

For those that are unable to attend the party we will be taking lots of pictures for you guys so you do not feel left out.  Speaking of not leaving you guys out, I have the three winners of the in-game castle raffle that was on TC1.  I will be contacting you via email today so please reply with the shard and character name you will be receiving the castle with.

Recently there has been quite a bit of discussion regarding how the Enhanced Client performs with certain graphical effects that creatures use.  In an attempt to provide a solution I stated you could adjust settings to increase performance.  It turns out these settings were not functioning as we expected, however we have identified the problem and will be releasing a client patch soon to correct it.  Thank you to all those who brought this issue to our attention, and apologize for not addressing this sooner.  You can read more about Enhanced Client performance issues below.

You can see September has been a busy month for us!  We will not be hosting our normal in-game Meet and Greets this month, and will resume those in October.  Keep an eye on UO.com for dates, times, and locations for those Meet and Greets.

As a final note from the UO Team, our thoughts and prayers go out to all that have been affected by Hurricane Irma.
    
See you in Britannia, 

Bonnie "Mesanna" Armstrong
Producer

Enhanced Client Performance

Recently there has been quite a bit of discussion regarding how the EC performs with certain particle effects as well as how it performs when opening public monster corpses.

With regard to the particle effects, EMs have been instructed to not use these particle effects or request monsters that use them until we can get a patch out to add additional filtering options for particle effects and fix the issues with the existing filters.  Once this patch is deployed you will be able to properly filter out all particle effects in addition to a new option that will allow you to filter out only those particles that are part of an area or location based effect.



When it comes to opening public monster corpses in the enhanced client, the solution becomes a little trickier.  The challenge is finding a balance in providing enough loot on the monster to keep the encounter enticing, while not overwhelming the clients with hundreds of items.  Recently a video was posted that showed a public monster corpse with over 900 items!  This is far too much, and as most players pointed out the majority of the items in these corpses are undesirable.  One solution we are investigating is to put a cap on the number of items that end up back in a public corpse from the numerous instanced corpses that are part of large scale encounters.  Again, finding a balance between performance and enough items to keep the corpse enticing is key here. In addition to this, we will investigate filtering out certain low-level items to make sure only the higher-end loot is ending up in a public corpse.  This will not impact instanced corpses and players would expect to see the full complement of a monster's loot in their instanced corpse.  This would only apply once the monster's corpse becomes public.  This change will take a little longer to test and implement and we look forward to community discussion and testing of the solution once it is implemented. 

We know it is incredibly frustrating to encounter performance issues when trying to play your favorite game and experience the newest encounters and content.  The entire team must and will do a better job to keep these performance issues in mind and find a balance between making an encounter visually exciting while still offering peak performance.  Thank you to everyone who brought these issues to our attention!
 

Question & Answer Corner


1.   Is there any way to reverse the random resources collection?

This change was made to deter monopolization of high-end resource nodes within the world.  While we are open to reverting random resource collection this change requires additional consideration and discussion of all the impacts.  We look forward to continued discussion within the community.

2.   There are some facings of items that cannot be added to BODs properly, can you fix this?

Yes, we are curating a list of items that need to be fixed.  If you have specific items in mind please contact us.

3.  Can Axem the Curator give out stacked gems instead of loose ones?

This is something we will investigate and check add for a future publish.

4.   Can we have a key ring for the skeleton keys from Treasure maps ?

Yes!  Look for this in a future publish.

5.   Can you please add Fire Ants and Fire Deamons to the fire slayer list?

Yes, we can add these monster types to the appropriate slayers.  If there are creatures you feel should be in a slayer list feel free to contact us.

6.  Can you add Gargoyle artifacts in Shadowguard?

This will be fixed in Publish 99.

 

Customer Service


1. If you have an account that was terminated by CS over a year ago and would like to have it back please contact support here and give them the details and identify the account as yours, depending on the termination we will remove the restriction from your account so you may open it again.

2. All Sovereigns purchased from Origin have to be entered on the Account Management page.  You can not enter these in game.

3. Anyone that is trying to reopen an account please make sure you send all the information to support@ultimaonline.com so we can have a record of this.  In the original request to support if you do not know your secret word please ask for a hint.  Give them all the information to identify the account as yours so there will not be a lot of delays.

4.  Anyone that does not get their codes from Origin please follow this link to resolve the issue..

5.  If you have any in game questions or issues please either page in game or email support@ultimaonline.com.

6.  For any feedback to content put in game please send it to UO@broadsword.com.

7.  Regarding Origin orders, codes, and third party resellers.
 
Recently some of the player base may have noticed that an Origin store purchase they have made did not arrive or complete as expected. A confirmation or code email has not been received and you are wondering what may have occurred with your order. The Origin store enacts reviews on all transactions to safeguard against fraudulent purchases, and these reviews may take up to 72 hours. Unfortunately our Billing department is not able to expedite or circumvent this process, however players who have questions or concerns regarding a store purchase can contact Origin support for assistance using the below link:
 
http://help.ea.com/en/contact-us/new/
 
When prompted for a product, choose Origin. Next choose your platform, and select ‘Orders’ as the topic. You can further specify your issue in the subsequent fields before speaking with an agent.
 
We would also like to reiterate that the Origin store is the only guaranteed provider of codes for Ultima Online. The validity of a code purchased from a third-party seller (be it a friend, in-game acquaintance, or recommended site) cannot be guaranteed. Furthermore, any codes we find to have be fraudulently obtained will be disabled and an account that applies any of these codes will have that code removed from said account. This can result in the loss of gametime, character slots, expansion access, Sovereigns (and the items purchased with them), in-game items and more. Please be advised that we cannot assist with any issues stemming from codes purchased via non-Origin means; you will be required to contact the vendor from which you purchased the code for further assistance.


PASSWORD ISSUES
 
To reset your password you must first understand which type of account you are resetting the password for. EA Accounts, Mythic Master Accounts, and Mythic Product Accounts all have separate individual passwords. All of which you can reset at your leisure at our Account Center at https://accounts.eamythic.com/. Unfortunately, Broadsword Support cannot assist with potential EA Account issues or passwords, please follow the steps below.
 
To reset your EA Account password:
     * Please visit https://signin.ea.com/p/web/resetPassword
     * At the EA.com page enter the email used to log into your EA Account to change its password.
     * If you have not received your password or have received an error while trying to reset the password and you have disabled all spam filters, please contact EA Support here, https://help.ea.com/en/contact-us/new/#?product=origin&platform=pc


CREDIT/DEBIT CARD UPDATE
 
To update your credit card information, please follow these steps:
  • Login to the Account Center (https://accounts.eamythic.com) with your EA Account email and its password
  • Select the 'Subscriptions' tab
  • Locate the account you would like to update the card for
  • Select the 'Subscribe' button
  • Select the billing cycle you would like to use and continue
  • When you get to the page asking which payment method you would like to use, instead of choosing to add a card, select the 'Manage Accounts' option in the top right corner of the page. This should load a new page that will contain your previous credit card information.
  • Find the card you wish to update and select the 'X' button
  • You can now re-enter your credit card with the updated information by using the 'Add a card' button.

ACCOUNT MANAGEMENT AT THE ACCOUNT CENTER (https://accounts.eamythic.com/)
 
How to create an account or log into my account?
http://uo.com/Account-Login-Guide
 
How to manage my accounts after I’ve logged into the Account Center with my EA Account credentials?
http://uo.com/account-management/
 
Additional support links and videos:
http://uo.com/faq/
https://www.youtube.com/watch?v=5G7ABl5wdyU
https://www.youtube.com/watch?v=S5qQwJ6rgI8


 
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