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General discussionUpdate on technical issues affecting downloading and updating games(1071 posts)(1071 posts)
(1071 posts)
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This is my favourite topic
Posted July 21, 2023
We would like to inform you that, due to our storage and CDN provider's outage, we are encountering technical issues that may cause difficulties in downloading and updating your games both through the GOG GALAXY client and GOG Store. Already downloaded files are in no way affected.

We are trying to mitigate this external problem by switching to our secondary storage while our provider is restoring data. We would also like to highlight that those issues do not affect purchasing games. Currently available discounts on selected titles will not be extended due to the above.

It is our team's top priority to resolve those issues and we aim to resolve them as fast as possible. Apologies for any inconveniences caused.
Posted July 23, 2023
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mrkgnao: - Additionally, for those interested, 482 files in my library are currently missing their MD5 data (likely not an issue for most of you)
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Xeshra: Which MD5 data? From you or from the files itself?
GOG has MD5 data associated with each of their files (only installers), which can be obtained from their servers through the API. That MD5.
Posted July 23, 2023
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altosy: Some moderator please, to clean the nonsense.
Sorry, it's a weekend! The staff of GOG do not work weekends and I'm pretty sure our last set of forum mods did the big walk months ago.
Posted July 23, 2023
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DyNaer: I wouldn't work either for Gog's support or Gog Community management atm ...

I consider the removal of the warning banner as a sign of "good will" because it was intrusive despite the good will of GOG.
They should have created a shortcut at the front page sending to the message in the support center. Some users would actually login to the store could think the issue at hand is resolved. Since the only "thing" on the front page is at the bottom of it.

Your help as usual is always appreciated : many thanks
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016R35: Do you know that the banner still exist? At least in the support section.
How many people entering the store in order to buy a game today will go to the support section before buying a game they might not be able to download/install?
Post edited July 23, 2023 by mrkgnao
Posted July 23, 2023
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016R35: Do you know that the banner still exist? At least in the support section.
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mrkgnao: How many people entering the store in order to buy a game today will go to the support section before buying a game they might not be able to download/install?
Well, I'm positive if they buy the game and it's not working, the next step would be go to the support section. Usually, how works with things.

Edit: sorry you said before buying. My bad still waking up. lol
Post edited July 23, 2023 by Syphon72
Posted July 23, 2023
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jjssf: Tried to download some of my games. Those that can't be downloaded include:

-both "A Plague Tale" games

-Sleeping Dogs: Definitive Edition

-Syberia: The World Before

-The Forgotten City

-Sunblaze

- all the Prince of Persia games

-Mutropolis

-Chicken Police

-XIII (Original Version)

-F.E.A.R. 1 and 2

-Hitman: Absolution and Contracts

-Dead Space

-Thief 1 and 2
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CreexSierra: -Kingdom come Deliverance

-The Witcher 3

- Cyberpunk 2077
-Warhammer 40,000: Space Marine
Posted July 23, 2023
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mrkgnao: How many people entering the store in order to buy a game today will go to the support section before buying a game they might not be able to download/install?
Some users still think the issue at hand affects the purchase of games (i read this in this thread .... don't ask me to find those posts ... too many posts in this thread) despite the message from Gog's staff.

Nevertheless, it helps for those i mentioned. or those who think its resolved because the banner was removed. and don't think to check the support page.

For the record i used the Batman promo and everything went fine (purchase / games in library). I certainly won't attempt to download files right now, my bandwidth isn't like yours. or i need it for others services.
Post edited July 23, 2023 by DyNaer
Posted July 23, 2023
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mrkgnao: For those of you confused by the persisting failures, despite the optimistic update post from GOG and the disappearance of the warning banner, here is what I consider to be an honest update:
- AFAIK, the current GOG storage outage began on Thursday, 20 July 2023
- If using offline installers, the outage causes some file downloads (not all) to fail with a 404 error
- If using galaxy, the outage causes some game installations (not all) to fail (either immediately, or often after 90-92%)
- It doesn't really matter to report here which files fail; the list is very long and changes over time (and perhaps location or platform)
- Overall, there hasn't been any noticeably significant change in the scope of the outage since its beginning, more than two days ago (but some games do get better, and some do get worse)
- However, if you're only interested in a specific failing game, you might want to try it again from time to time; you could get lucky
- To give you a sense of the magnitude of the problem, I have tested just now all 10,222 files in my GOG library (I do not use galaxy)
- Of the 10,222 files in my library, 1,050 currently completely fail to download (404 error) --- a 10% failure rate
- Additionally, for those interested, 482 files in my library are currently missing their MD5 data (likely not an issue for most of you)
- Hope this helps clear things up a bit
- Expect another update tomorrow
Another Big Thank you here mrkgnao!

Your test throws to the official sentences
"we are encountering technical issues that may cause difficulties in downloading and updating your games"

[i]"we've mitigated the majority of technical issues caused by our storage and CDN provider's outage. Should you encounter any further problems with downloading or updating your games, be sure to let our Customer Support know"
[/i]
A context that they are underestimating the current outage/service_disruption
and their highly suspicious move of removing the warning banner
from the store and keep it on support.gog.com
In other words, they know the issue is still there!

PEOPLE: MAKE SURE YOU CREATE TICKETS FOR ANY TROUBLE DOWNLOADING FILES

And European citizens, one more time:
Please contact your Dispute resolution bodies. Ask for assistance!
ec.europa.eu/consumers/odr/main/?event=main.adr.show2
Posted July 23, 2023
Looks like wikipedia.org relies on the same CDN provider as GOG, at least here in Europe?
Currently completely down, with just "503 Service Unavailable" greeting you when trying to bring it up.
Post edited July 23, 2023 by CMiq
Posted July 23, 2023
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tag+: A context that they are underestimating the current outage/service_disruption
and their highly suspicious move of removing the warning banner
from the store and keep it on support.gog.com
In other words, they know the issue is still there!

PEOPLE: MAKE SURE YOU CREATE TICKETS FOR ANY TROUBLE DOWNLOADING FILES

And European citizens, one more time:
Please contact your Dispute resolution bodies. Ask for assistance!
ec.europa.eu/consumers/odr/main/?event=main.adr.show2
Maybe you are just overreacting? GOG never said the issue was fully fixed. I'm positive they know the problem is till ongoing.

Edit: I agree everyone should make support ticket.
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CMiq: Looks like wikipedia.org relies on the same CDN provider as GOG, at least here in Europe?
Currently completely down, with just "503 Service Unavailable" greeting you when trying to bring it up.
How big is this provider in the EU?
Post edited July 23, 2023 by Syphon72
Posted July 23, 2023
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CMiq: Looks like wikipedia.org relies on the same CDN provider as GOG, at least here in Europe?
Currently completely down, with just "503 Service Unavailable" greeting you when trying to bring it up.

Wikipedia is down, eh? ;)
Posted July 23, 2023
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altosy: Are you calling everyone to open their own topic for every broken game? or report on yours?
Unless they are willing to acknowledge that the issue is still ongoing and that they are hard at work addressing it for EVERY game whose installer fails (no game left behind).

Especially since unless they address the root of the issue, downloads of some offline installers are likely to consistently fail (until you have to jump through many hoops to beg support to fix it) well after they consider this incident solved.

Downloads on some of their installers were systematically failing well before that.

I'm tired of being nice about it. I pay for the game, give me my downloads without me having to beg for it.

I'm not being unreasonable: I pay for a drm-free product, I expect to be able to download the product I paid for without feeling like I'm filing my taxes and I expect the product I'm paying for to work offline as advertised.

Let GOG stop fooling around wasting resources on Galaxy until they've addressed their core mission statement properly. GOG is still around because they are selling drm-free games. Period. If they want to half-ass that in order to try to go against Steam on their turf with a fraction of the resources Steam has, best of luck with that.

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altosy: And why until Monday?
To give them some time to properly address the issues on a working day.

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altosy: Let's discuss the further actions as I don't agree with your proposal. I prefer to stay on what GOG decided to be the official channel considering that any complain here should be taken as such without any excuse. I am creating my ticket meanwhile.
Depends on what they do on Monday, but if they plan to be complacent about it like they have in the past, I'm keeping this stuck in the forums and visible until they fix it. No more j*rking around with Zowie cr*p combined with waiting for days/weeks for they to acknowledge and resolve their bad links (this is something I would expect to be expediently resolved in any other platform I'm using).
Post edited July 23, 2023 by Magnitus
Posted July 23, 2023
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CMiq: Looks like wikipedia.org relies on the same CDN provider as GOG, at least here in Europe?
Currently completely down, with just "503 Service Unavailable" greeting you when trying to bring it up.
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Syphon72: How big is this provider in the EU?
No idea.
Could just be coincidence and something unrelated, too.
Posted July 23, 2023
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mrkgnao: GOG has MD5 data associated with each of their files (only installers), which can be obtained from their servers through the API. That MD5.
Yeah, it's a damn shame GOG hasn't made these checksums visible for normal user consumption. But I guess GOG doesn't want its own API used to its full potential to benefit customers.
Posted July 23, 2023
Another small test:
Check the download links of my owned vgames that appear on the front page
(Screenshot attached)

The testing subjects, 2 vgames:
1) ΔV: Rings of Saturn. All the links started to download
(I did not download them fully. If those files work to be proved by GOG)

2) The Elder Scrolls V: Skyrim Anniversary Edition.

404 error for 3 files:
The Elder Scrolls V: Skyrim Special Edition (Part 2 of 7) (v1.6.659.0.8; 4 GB; Windows; English)
The Elder Scrolls V: Skyrim Special Edition (Part 3 of 7) (v1.6.659.0.8; 4 GB; Windows; English)
The Elder Scrolls V: Skyrim Special Edition (Part 4 of 7) (v1.6.659.0.8; 4 GB; Windows; English)

Parts 1, 5, DLC_parts1&2 started to download immediately
(Again, I did not download them fully. If those files work to be proved by GOG)

Parts 6, 7 started to download after waiting 32seconds (exact time)
to have the "Save as" window shown
(I repeat, I did not download them fully. If those files work to be proved by GOG)

In short: 1 of 2 random owned vgames shown on the frontpage
suffer the outage/service_disruption

Isn't that enough misleading advertising GOG?!
People paying you money for Skyrim to immediately discover
they can not download their property?!
Why did you remove the outage/service_disruption warning
from the store but not from support.gog.com??!!

And yes, your own system created ANOTHER ticket as follow up: #1537192
for the original one, #1536265
Attachments:
store_frontpage.jpg (192 Kb)
Posted July 23, 2023
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altosy: Are you calling everyone to open their own topic for every broken game? or report on yours?
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Magnitus: Unless they are willing to acknowledge that the issue is still ongoing and that they are hard at work addressing it for EVERY game whose installer fails (no game left behind).

Especially since unless they address the root of the issue, downloads of some offline installers are likely to consistently fail (until you have to jump through many hoops to beg support to fix it) well after they consider this incident solved.

Downloads on some of their installers were systematically failing well before that.

I'm tired of being nice about it. I pay for the game, give me my downloads without me having to beg for it.

I'm not being unreasonable: I pay for a drm-free product, I expect to be able to download the product I paid for without feeling like I'm filing my taxes and I expect the product I'm paying for to work offline as advertised.

Let GOG stop fooling around wasting resources on Galaxy until they've addressed their core mission statement properly. GOG is still around because they are selling drm-free games. Period. If they want to half-ass that in order to try to go against Steam on their turf with a fraction of the resources Steam has, best of luck with that.

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altosy: And why until Monday?
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Magnitus: To give them some time to properly address the issues on a working day.
GOG should have staff working on the weekend to solve this issue. At least, that's what any normal company would do.
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This is my favourite topic
Community
General discussionUpdate on technical issues affecting downloading and updating games(1071 posts)(1071 posts)
(1071 posts)