UPDATE - 2023-03-19: The Character Repair tool is currently offline to address some issues that have been noted.
As of this writing, there is no ETA on when it will be available again, but our teams are working to sort this out in the quickest, safest way possible. Please bear with us, as we know that this is super frustrating to all involved.
In the event that a detrimental bug has occurred that has affected your in-game avatar (i.e. your character model and your character specifically), you are able to repair your character to refresh all of the data associated with it within our systems. There are a few things that need to be kept in mind before going ahead with this...
This is a last resort step and we encourage players to avoid using this option. This process cannot be halted or reversed once it has been started. A number of updates and fixes are constantly being planned for upcoming patches to address issues that might cause problems with a player's in-game avatar.
Players should attempt to resolve the issues using workarounds if possible and report the issues and any fixes they've found on the Issue Council. Reporting such detrimental problems on the Issue Council will help us track down the root cause for these very annoying issues and start working towards getting them sorted out without the need for such measures as this.
We are testing Long Term Persistence which means, assuming everything works, certain aspects of your account and character will not be affected by using this option. While this process will not completely set your character data back to a default state, it may help with solving some more troublesome bugs, like a missing mobiGlas. However as Long Term Persistence is still being tested some unforeseen issues might arise that a repair will not sort out. Any issues encountered with Long Term Persistence should be reported via the Issue Council.
What effects will this have?
Once a character repair has been performed, the following will happen:
- You will be sent to your spawn point.
- Items that were previously equipped at the time of repair will be unequipped and sent to your inventory.
- All equipment and items that were missing at the time of repair will remain lost.
- This includes personal equipment and items from pledges.
- aUEC, reputation, ships, vehicles, and equipment will be unaffected.
This process cannot be reversed once it has been completed. This will not reset Long Term Persistence for your character or account. RSI Support Agents cannot recover items lost through the use of this tool.
If an item granted by a pledge has been lost, it is not permanently gone and will return whenever there is next a server database reset. Our teams are examining options for recovery of such pledge items outside of those circumstances.
When do I need a character repair?
Many of the following issues will require a repair to get a character back into a playable state:
- Receiving the 30009 error or encountering an infinite loading screen.
- Your mobiGlas has gone missing or is not functioning at all.
- Your character cannot interact with anything (such as doors, terminals, and ships).
- Your character has become stuck somewhere, such as inside terrain or objects.
What steps should I take if I need to have my character repaired?
In the event that your character has gotten into a state that will require a character avatar data wipe, follow these steps closely so that we can assist as quickly as possible:
- Attempt any known workarounds for your issue to see if it can be resolved without this repair tool.
- Head to the RSI website.
- Login to your account.
- Report your problem and steps to reproduce it on the Issue Council, adding to a previous report if there has been one reported before.
- Go to 'My Hangar' > Settings > Character Repair and follow the directions there.
IMPORTANT! Please wait at least an hour before you log back in to the game to ensure the system has time to properly process your account data and avoid further issues.
You will be locked out of the game while the repair is occurring. While your account will generally be available to play again after about 15 minutes, logging back in too quickly has been seen to cause further account issues.
Players may receive an error when attempting to login after initiating a character repair if it has not had time to fully process yet. Again, please wait at least one hour after initiating the repair to be certain it has properly processed.
If the issue that required a character repaired has not been resolved after several hours, please head to the Issue Council and file a report there to help us gather data about the problem.