This evening, we experienced a severe outage in one of our new servers that was bought online earlier today. When a new item was released (ooo mystery), the rush of players online caused the server memory to overload and then prevent access to everybody including our tech team. We have now been able to get back into the server and activate maintenace mode. At present, we don't know how long we will be down for but obviously this was a serious outage so we want to get to the bottom of it.
There has been one discusson on Twitter I'd like to address very quickly (and 140 characters isn't enough for an explanation):
It should be withdrawn totally and reissued - We have only ever withdrawn an item once and that was due to a mix that went out by accident and didn't make sense. At the moment, we haven't made a decision as to whether to withdraw the item or not and it is not a decision we take lightly. In order to do that, we'd need to basically rewind the entire item release (i.e. refunding honeycombs and removing the item) and then start from #1 again at some point in the future. Obviously, there are players (113 of them) who got the item who would be unhappy with this arrangement. One player said "I was in app. Everyone should have fair chance. This was decidedly not fair.". The reality is that those who were first to the release were the ones who got the first items; once the server died, nobody (including us) could access it. You may have been able to see the Store for upto 10 minutes (as we preload it) but nobody could do anything in that time. As I mentioned, we haven't made a decision on this yet but I don't want anybody to think that there was an unfair advantage to be gained; the server could only cope with a finite number of people and once that was reached, it stopped for everybody. Think of it like a "one-in one-out" policy at a nightclub except the nightclub stops playing music once at capacity.
We're going to be down for a little while (probably a few hours) whilst we sort all of this out. Regardless of the decision we make on reissuing, this item will not show up again for at least 12 hours so that everyone can rest before we try this again.
On behalf of WallaBee, I offer my sincerest apologies for this unexpected downtime and the frustration that many of you have felt during this item release. We are working around the clock to resolve this.