# 31 Oct 2020 intervention ## Issue NQ-Gallion: > Several **players are stuck at 0% loading screen** and I am getting an **internal server error time_out when trying to teleport them** using the backoffice tool. There are also many **players stuck in VR mode** after encountering errors during the VR loading, but this one happened during the previous agent's shift. > Freddo and Serializer also tried reinstalling but still stuck at the same error Affected players Taylorbud #77109 Freddo1083 #49340 Ripvoid #52326 Serializer #24197 Feriniya #70577 Franklin_Star #24426 Gottchar #63826 SmokingChaos #72323 Isyos #29583 Prophet-1 #56710 nockawa #20079 Tinozaure #67226 dropkickjxy #75836 ## Initial evaluation 11am Gravity :one: Players can’t play (server down/disconnect, systematic client crashes…) or core features are broken (piloting, building, mining, crafting…) Scale :three: Some reports ### Investigation I tried to teleport at these players position and did not encounter any issue. Nothing unusual in these places and there were even other players playing close to these locations Taylorbud #77109 Freddo1083 #49340 Ripvoid #52326 Serializer #24197 Feriniya #70577 Franklin_Star #24426 dropkickjxy #75836 Looking at server logs for player #24197 ``` Double-spawn of already existing Player 24197 (already on Node 10.2.18.16:9300, requested on Node 10.2.17.172:9300 Error while trying to get a NodeAPlayer: ErrorCAF(NQ CAF ERROR : (ErrorType::proxyError)) ``` ### Action taken None ## Second evaluation 2pm Scale :two: A few dozens player impacted Issue seem to be growing. I don't see any visible impact on CCU ### Investigation I contacted Édouard who diagnosed a big server issue and recommended a restart ### Action taken Calling Jon to ask for a server restart.