Your players aren’t missing forever.
Players in the The Division are having their characters disappear after update 1.1 according to posts on the official forum and Twitter. It starts off with characters missing arms or legs, which would cause players to restart the game. Once they logged back on, players noticed that their whole character had disappeared.
Ubisoft has responded by a forum post announcing they have found the reason why this was happening and to reassure people that their characters are not gone.
“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,” says Community Developer, Yannick Banchereau. “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.”
In the same post it was announced that players would need to reset characters from before the April 12 update when the problem is fixed. This would only affect players who have missing characters, everyone else is fine. The Division will require “downtime,” but it is not currently known when that will happen.
This isn’t the only problem The Division is experiencing today. The official Twitter account acknowledged a missing Daily Challenge mode bug that should be back tomorrow.
We are aware of the missing Daily Challenge mode. While we won’t be able to fix it today, we can confirm that it will be back tomorrow
— The Division (@TheDivisionGame) April 13, 2016
Ubisoft has not announced a reason for this bug, or if the fix will also require any downtime.