Thank you for your patience

I wanted to update everyone that the Xbox LIVE Cloud Saved Games feature is back online. The Xbox Operations team has been working around the clock to get the issues resolved. I also wanted to pass along the below note from Alex Garden and let you know what we’re doing for those that were affected by the issue.

We want to thank all of our Xbox LIVE members impacted by the Cloud Saved Games service issue for your patience and understanding. It took longer than we expected to get back to full performance as we needed to ensure the integrity of everyone’s game saves. Whether you couldn’t access your game saves for a couple of hours or a couple of days, we sincerely apologize for the delay and inconvenience. We will be automatically applying a one-month extension to the Xbox LIVE Gold memberships of everyone who was impacted. We can assure you we’ll also be doing a thorough post mortem to help prevent this from happening again.

As always, I welcome your feedback. Game on!

Alex Garden
Email: Alex dot Garden at Microsoft dot com
General Manager, Xbox LIVE

BTW: You don’t need to call support for your free month. We know exactly who was affected and we’ll handle all of this on our end.

Update:
I wanted to share an update for members affected by the Xbox LIVE Cloud Saved Games service issue at the end of the year and thank you for your patience as we’ve worked through the logistics of applying a free month of Xbox LIVE Gold to eligible accounts. As mentioned previously, we know who was impacted and have started applying the free one-month extension. This only includes member accounts that attempted to access cloud saved games between 12/28/12 and 12/30/12 and received an error message. This is a rollout and we expect to be finished by the end of the month. When we’ve completed this work, we will send a LIVE message to everyone who was impacted. There is no need to contact customer support. Again, we want to thank all of our Xbox LIVE members impacted by this service issue for your patience and understanding

Final Update:
Good news all, we’ve completed deployment of the free month of Xbox LIVE Gold for our members affected by the Cloud Saved Games service issue between 12/28/12 and 12/30/12. At this time, any other questions should be directed to a special forum on this topic. As a reminder, don’t call support if you have questions as you’ll be redirected to this forum. Thanks again to everyone for your patience as we worked through the service issue itself and the deployment of the free month.
(Posted: 31, January 2013)

 

   
   

Comments

  • Hassan Bokhari

    That’s awesome, it did take longer than expected but I’m glad you guys it done:).

    Like

  • http://twitter.com/Goodeye Ken C

    I’m interested to see if I get the free month. I’m the primary account on my family’s family plan. Also I was affected by this and was not able to access my cloud storage. Time will tell I guess.

    Like

    • theConstruct

      I have the same inquiry?

      Like

    • http://twitter.com/databasejase Jason Coombes

      Yes I’m interested in this too as it only affected one child account within my Family Xbox Live Gold group where as another child account it was still working.

      Like

  • http://twitter.com/BannedClan BannedClan

    how do you get the one month? my cloud was down for 2 weeks!

    Like

  • http://twitter.com/DreamTwice Kenny

    It was horrible! I’m glad it’s fixed!

    Like

  • http://twitter.com/lilmacki Mackenzie Watson

    Mine was down for a couple of days but my error had a different code than that of what I saw or heard. Will this pose a problem? I’m not sure if my cloud is working yet either…. Just checked my cloud is back on. But my error code was 83860012….

    Like

  • chris

    Have not used cloud before. Is it slower to get the save than being on the xbox?

    Like

    • theConstruct

      The save does not get ‘moved’ to the cloud. The games still access the local HDD. Think of the cloud as an online/offsite backup. It provides two advantages. If your HDD fails your saves are safe. and if you sign into another console you will have access to your saves. The down side is. Indie games cannot access the cloud, If the could goes down again or your internet goes out you will have to move/copy the save out of the cloud to use it.
      So to answer your question, no, it is not slower.

      Like

      • http://profiles.google.com/atimson Andrew Timson

        The save are “moved” to the cloud if you have multiple cloud users on the machine, or if something else wipes your local cache. Only the last 512 MB of cloud saves (from all users) are kept on the Xbox, and everything else is “cloud only”.

        Like

      • theConstruct

        The saves are not moved. They are copied/backed-up. And the last update gave 512MB to each user. The only time a save is cloud only is when you move/delete the save while disconnected.

        Like

  • 90180360

    I must say you handle this really well and I’m actually glad that I’m paying for Xbox LIVE because I know that this is an incentive for you to keep up an excellent service.

    Like

    • http://www.facebook.com/profile.php?id=100003976957614 Willy McBurgle

      Next time a Microsoft employee plants a fake booster comment – at least try and pick a legit name.

      Like

  • theConstruct

    Having the cloud has been super handy, but getting back to local just so I could use it was a PITA. I want to know what happened and what the Xbox team is going to do to make sure it doesn’t happen again.

    Like

    • D.J. Harbaugh

      They certainly need to make it more seamless for when the service might be unavailable. If my Internet is out, the OS should be smart enough to use the local copy and sync to the cloud at the first opportunity. Of course the user needs to be smart enough to know the peril of doing this if they’re coming from another console.

      Like

  • Earthbound_X

    Oh, so that explains who my 360 was bringing up Cloud Storage, even though I turned it off.

    Like

  • ryder4life22187

    I’m surprised that many people use the service. Not sure what the real benefit is unless you need to back up a save file like skyrim. Regardless MS should give the people that were affected a better incentive for the issue. Always with the 1 month why don’t they just give them at least 3 months makes more sense.

    Like

    • PicasoTrigger

      we have more than one console, I use cloud saves for games I’ll be playing on more than the family room system.

      Like

    • EnerJi

      Have you never had a hard drive fail on you? Maybe I’m not like most people, but I tend to play multiple games at a time over LONG periods of time, and a hard drive failure for me would be a traumatic experience. Xbox Cloud Saves gives me comfort that if my Xbox HD ever fails, my save games are still safely stored in the cloud.

      Like

      • ryder4life22187

        I’ve had one hard drive that died on me on the computer. I do play multiple games just like you over a period of time. But not to worried about the save games maybe to used to growing up with not being able to save on most games. I do ask does it work good though as i’ve heard of a few people here in there that the cloud caused their save to get corrupted.

        Like

      • EnerJi

        I’ve used it for every save game across more than half a dozen games since the feature launched, and until this weekend’s outage I had yet to experience a problem.

        Like

    • mcmax3000

      It was one feature of the service that was down for a couple of days. I’d say one month is being pretty generous.

      It was definitely annoying not being able to access the majority of my saves (thankfully I have a game that I’ve been playing a lot that uses too much space to save in the cloud, so I could just play that), but it wasn’t a big enough issue that they owe me three months of free service.

      Like

  • http://www.facebook.com/dan958 Dan Etheridge

    I used to use cloud storage until one day it went down, then I realised the effect this could have, for times like mentioned in this post. So glad I copied it all to my hard-drive.

    Like

    • http://twitter.com/databasejase Jason Coombes

      A shame you were put off so easily. You do realise that in outages like this you can still go into ‘system’ –> “Storage’ and still access ‘Cloud Storage’ to then move back to the local HDD? The Cloud Storage feature was implemented very well as it uses SkyDrive type technology; saves are still loaded from a ‘cache’ area on the HDD then sync to the cloud when you are done. Moving them off the cloud, even in an outage like this, then just moves them out of this cache area back to the normal place on the HDD.
      I did exactly this for my 8yo’s Lego LOTR save during this outage. Now it’s fixed I’ll just move it back.
      @MajorNelson: A detailed post on all this from you or a guest post from the cloud team would help inform the community greatly I feel. This is a very misunderstood feature.

      Like

      • RicardoDawkins

        I did like you said. Helped me advance on Dust Elysian Tail with this outgoing issue. Skydrive is just incredible.

        Like

  • http://www.facebook.com/manuel.i.bueno Manuel I. Bueno

    I couldn’t access my cloud for a day or two; this is neat. :3

    Like

  • http://twitter.com/dibils dibils

    i tried to access it and couldnt (to back up my gears 3 profile). will i get the 1 month free Gold?😛

    Like

  • vivalajam26

    That’s cool, I didn’t even know there was an issue with the cloud. So will the free month go to ALL users, both free and gold? Also will it only go to people who have stuff on their cloud?

    Like

    • mcmax3000

      Why on earth would they give a month of service to Silver members who can’t access the feature that was down?

      Like

    • theConstruct

      Access to the cloud is limited to paid gold users. From the article: “We know exactly who was affected and we’ll handle all of this on our end.”

      Like

  • Rick Fisher

    That’s pretty nice to know. I was really angry when I bought the revert pack for THPS HD and then my cloud storage kept coming up with errors so I couldn’t play. Cloud storage should work more like it does on PS+, primarily local but uploads or downloads from cloud when available. It should not be 100% cloud for these exact reasons

    Like

    • http://profiles.google.com/atimson Andrew Timson

      It effectively works like that; it keeps all of your saved games cached locally, even after they’re uploaded. So if it went offline, you could still have moved the save from the cache back to your hard drive and continued playing.

      PS3’s model is more explicit, but it also makes playing on multiple consoles much more difficult (whereas the 360 version makes playing on multiple consoles easy and you have to do a bit more work when the cloud is down). Six of one, half a dozen of the other.

      Like

  • Mainer82

    While I think it’s great that MS is going to give people a free month, this is the reason as to why I don’t use cloud services… I would have been upset if I could not access a game save.

    Like

  • http://www.facebook.com/joel.savoy Joel Savoy

    Yeah, I’m not gonna hold my breathe on that. Good thing I had some new games from Christmas to start and wasn’t put out too much.

    Like

  • http://twitter.com/Ajguy A.J. Minotti

    I know this is going to sound a bit whiny, but upon hearing about the cloud save issue, I just decided not to use my Xbox until it was resolved. I’m guessing that means no free month for me.

    Like

    • http://www.facebook.com/profile.php?id=100000178801745 Dorothy Rich

      Same here. I have 2 accounts uses cloud saves for different games, when I saw a status that it was down, and a friend told me he had issues, I didnt bother to try to use mine

      Like

  • Kevin baybutt

    What happens with folks that have the family plan? I was affected but my wifes was not? You cant just add a month to one account on the family plan without creating a gap in service for the rest of the people on the plan

    Like

  • EnerJi

    Good on Microsoft for making it right without forcing people to call in and argue for compensation. However, what I want to know is when will Microsoft allow more than 512 Mb of cloud storage? 512 Mb is a ridiculously small amount of storage.

    Like

  • http://twitter.com/CXK CXK

    I didnt expect this. I was pretty majorly impacted. I sat down for a day of playing after a year of working a full time and part time job, I figured I’d catch up. All my saves were in the cloud since i have multiple 360s in house so game time was cancelled, lol. I asked @xboxsupport about it but was surprised to see it took so long to be fixed. So it was a day of BLOPS2 and Halo 4 since saves dont matter much for online games.

    I didnt get a month yet..I assume it will take some time? Thanks MS. At least when you do some Sony-like flubs you fix it quickly and make it up to us.

    Like

    • D.J. Harbaugh

      That’s what we pay for honestly. Sony can get away with it behind the “we don’t charge anything” excuse. Its also why Live is a way better service, MS is infinitely more accountable since people pay for the service.

      Like

  • Zanpher

    Do you know when this will be applied?

    Like

  • http://twitter.com/LeiChat 李 察

    No idea if I was affected but just wanted to say thank you and Happy New Year.

    Like

  • moggle69

    Now if you guys would only increase our memory limits.

    Like

  • http://twitter.com/faponit Lukas

    Yay ! Microshit giving you 30 days extra access for feature that should be free in the 1st place ! Multiplayer lol

    Like

1 2
blog comments powered by Disqus