Published Date: 2013-10-02
| Postmortem Analysis | |
|---|---|
| Timeline | 1. The software failure incident related to the Grand Theft Auto Online launch happened in September 2013 [Article 22159]. 2. The software failure incident related to the Fall Guys: Ultimate Knockout launch happened in August 2020 [Article 103590]. |
| System | 1. Server infrastructure failed, leading to server errors and connectivity problems during the launch of Grand Theft Auto Online [22159, 21438]. 2. Matchmaking and calculating player data functions failed, causing issues with player stats updates and matchmaker flooding during the launch of Fall Guys: Ultimate Knockout [103590]. |
| Responsible Organization | 1. Rockstar Games was responsible for causing the software failure incident related to the online launch of Grand Theft Auto V, leading to server errors and connectivity problems [22159, 21438]. 2. Mediatonic was responsible for causing the software failure incident related to the launch of Fall Guys: Ultimate Knockout, where the servers collapsed due to an unexpected surge in player numbers [103590]. |
| Impacted Organization | 1. Gamers who were unable to access Grand Theft Auto Online due to server errors and connectivity problems [22159, 21438] 2. Rockstar Games, the maker of Grand Theft Auto, faced challenges and issues with the online launch of their game, impacting their reputation and customer experience [22159, 21438] 3. Mediatonic, the British game studio behind Fall Guys: Ultimate Knockout, experienced server collapses and received complaints from players after the game's launch [103590] |
| Software Causes | 1. The software causes of the failure incident were related to server errors and connectivity problems that occurred during the online launch of Grand Theft Auto Online, leading to issues such as the game failing to load, disconnection problems, and server issues [22159, 21438]. 2. The failure incident in Fall Guys: Ultimate Knockout was also attributed to server collapses, game stoppages, and outages due to the overwhelming number of players attempting to access the game, despite beta testing and data analysis [103590]. |
| Non-software Causes | 1. Overwhelming demand exceeding server capacity [22159, 21438, 103590] 2. Unanticipated additional pressure on servers due to higher number of players than expected [22159, 21438] 3. Hardware scaling issues to cope with unexpected requirements based on incredible sales [22159] 4. Unpredictability of consumer behavior and player interactions [21438, 103590] 5. Network connectivity issues, bandwidth limitations, and latency problems [21438] 6. Unpredictability of human behavior during game launch [103590] 7. Outages beyond developer control such as hardware failures, disruptions in cloud server networks, internet service provider issues, and DDoS attacks [103590] |
| Impacts | 1. The software failure incident with the launch of Grand Theft Auto Online resulted in gamers being unable to access the game due to server issues, the game failing to load, and disconnection problems, leading to inconvenience and frustration among players [22159, 22159]. 2. The failure incident with Fall Guys: Ultimate Knockout led to the collapse of servers, the game not working, and receiving numerous complaints from players, causing negative reviews and accusations of laziness and cynicism towards the development team [103590, 103590]. 3. Both incidents highlighted the challenges of running large-scale multiplayer online games, including the complexity of managing server infrastructure, the unpredictability of human behavior, the need for extensive technical information, and the potential for outages beyond the developer's control [21438, 103590]. |
| Preventions | 1. Proper load testing and scaling of server infrastructure to handle the expected number of players and potential spikes in demand could have prevented the software failure incident [21438, 103590]. 2. Implementing a more extensive and diverse beta testing program to simulate real-world conditions and behaviors of players, including hackers, cheats, and trolls, could have helped identify and address potential issues before the official launch [103590]. 3. Enhancing communication and coordination between different services and components involved in running the online game to ensure seamless interaction and performance during high traffic periods [103590]. 4. Investing in robust and fault-tolerant systems for storing, retrieving, and updating player data to prevent loss or corruption, which can contribute to stability issues during gameplay [21438]. 5. Continuous monitoring and analysis of the server infrastructure, player behavior, and network connectivity to proactively identify and address potential bottlenecks or issues that may arise [103590]. |
| Fixes | 1. Properly estimating and preparing for the server load and demand by conducting thorough load testing and scaling the server infrastructure accordingly [22159, 21438, 103590]. 2. Implementing a more robust and scalable server architecture to handle unexpected spikes in player numbers and data processing requirements [21438, 103590]. 3. Utilizing external web development services and middleware services to monitor data centers, predict demand, and handle basic outages effectively [21438]. 4. Enhancing beta testing processes to simulate real-world conditions more accurately, including accounting for human behavior variability and unexpected player interactions [103590]. 5. Investing in a dedicated and experienced operations team to monitor and address issues in real-time, ensuring a swift response to any outages or disruptions [103590]. | References | 1. Interviews with game developers and industry experts such as Jon Shiring, Rocco Loscalzo, and Andrew Prime [103590] 2. Statements and posts from game developers and publishers like Rockstar Games [22159, 21438] 3. Analysis and insights from industry professionals and veterans like Martin Hollis and Simon Barratt [22159, 21438] 4. Reports on past online game launches and their issues [21438] 5. Information on server infrastructure, middleware services, and cloud-based services [103590] 6. Details on the challenges and complexities of running large-scale multiplayer online games [103590] 7. Experiences and lessons learned from previous online game launches [103590] 8. Technical explanations on server management, data centres, and network connectivity issues [103590] 9. Insights on the unpredictability of human behavior and player interactions [103590] |
| Category | Option | Rationale |
|---|---|---|
| Recurring | one_organization, multiple_organization | (a) In the articles, it is mentioned that Rockstar Games faced server issues and connectivity problems during the launch of Grand Theft Auto Online, which was similar to the problems experienced by other game developers like Blizzard Entertainment's Diablo 3 and Maxis's Sim City. These incidents highlight the challenges faced by organizations in handling the high demand and server loads during online game launches [22159, 21438]. (b) The article about Fall Guys: Ultimate Knockout by Mediatonic also describes a similar scenario where the game experienced server collapses and outages during its launch, leading to complaints from players. This incident reflects the challenges faced by multiple organizations in managing large-scale multiplayer online games and the complexities involved in preparing for such launches [103590]. |
| Phase (Design/Operation) | design, operation | (a) In the context of design-related software failure incidents: - The article [103590] discusses how running a global large-scale multiplayer online game is an expensive and technologically complex endeavor, even in 2020, even after weeks of beta testing and data analysis. It mentions that game developers usually don't own or operate the servers that online games run on; instead, they are rented. The article highlights the complexity of managing multiple services called upon by millions of game clients worldwide, leading to design challenges in handling scale problems and interactions between various services. - The article [21438] mentions that developers struggle to provide technical information to operations managers before launch, as they are still designing the game. It discusses the challenges faced in estimating demand and ironing out problems due to the unpredictability of human behavior and the limitations of beta tests in accounting for real-world scenarios. (b) In the context of operation-related software failure incidents: - The article [22159] reports on the online launch of Grand Theft Auto Online, which was plagued by server errors and connectivity problems. Gamers faced issues such as being unable to access the game, server failures, and disconnection problems. The article highlights the challenges faced during the operation of the online game due to server issues and the need to scale hardware quickly to cope with the high number of players, leading to operational failures during the launch. - The article [103590] discusses how the servers collapsed, the game stopped working, and Mediatonic received furious complaints after the launch of Fall Guys: Ultimate Knockout. The incident showcases the operational failure of the game due to the overwhelming number of players attempting to access it, leading to server outages and crashes. These articles provide insights into both design and operation-related software failure incidents in the context of online game launches. |
| Boundary (Internal/External) | within_system | (a) The software failure incident related to the Grand Theft Auto Online launch and Fall Guys: Ultimate Knockout was primarily within the system. In the case of Grand Theft Auto Online, the failure was attributed to server errors and connectivity problems originating from within the system. Rockstar Games, the developer, acknowledged the unanticipated additional pressure on the servers due to a significantly higher number of players than expected, leading to issues with server access, loading, and disconnections [Article 22159]. Similarly, Fall Guys: Ultimate Knockout experienced server collapses and game stoppages due to the overwhelming number of players attempting to access the game, despite weeks of beta testing and data analysis by the developer, Mediatonic [Article 103590]. Both incidents highlight how internal factors such as server capacity, network infrastructure, and game design contributed to the software failures. |
| Nature (Human/Non-human) | non-human_actions, human_actions | (a) The software failure incident occurring due to non-human actions: - The software failure incidents in the articles were primarily due to overwhelming demand and unexpected spikes in player numbers causing server errors and connectivity problems [22159, 21438, 103590]. - Issues such as server errors, crashes, and outages were triggered by factors like unanticipated additional pressure on the servers, unexpected load on specific areas of the infrastructure, and complex interactions between various services and systems [21438, 103590]. - The failure incidents were exacerbated by bottlenecks in the server infrastructure, unpredictable human behavior, and outages beyond the control of the developers, such as hardware failures, disruptions in cloud server networks, and DDoS attacks [103590]. (b) The software failure incident occurring due to human actions: - Human actions, such as decisions made during game development, testing, and preparation for launch, played a role in the software failure incidents reported in the articles [21438, 103590]. - Issues related to inadequate preparation for launch, incomplete data analysis, and challenges in estimating demand accurately were highlighted as factors influenced by human actions [103590]. - The complexity of managing an online game, including the use of external services, middleware, and data analysis, also involved decisions made by humans that contributed to the challenges faced during the launch of the games [21438]. |
| Dimension (Hardware/Software) | hardware, software | (a) The software failure incident occurring due to hardware: - The incident with Fall Guys: Ultimate Knockout by Mediatonic was a software failure incident that occurred due to hardware issues. The game experienced server collapses and outages after more than 1.5 million players attempted to play within 24 hours of launch [Article 103590]. (b) The software failure incident occurring due to software: - The software failure incidents with Grand Theft Auto Online and other online games like Sim City and Diablo 3 were primarily due to software issues such as server errors, connectivity problems, and unanticipated pressure on servers [Article 22159, Article 21438]. These incidents were related to the challenges of running large-scale multiplayer online games, including issues with server infrastructure, server errors, and unanticipated demand leading to server problems. |
| Objective (Malicious/Non-malicious) | non-malicious | (a) In the context of malicious software failure incidents, there is no specific information provided in the articles about intentional actions by individuals to harm the system. (b) Regarding non-malicious software failure incidents: - The articles discuss the software failure incidents related to the online launches of Grand Theft Auto Online [22159] and Fall Guys: Ultimate Knockout [103590]. These incidents were attributed to server errors, connectivity problems, and unexpected high player numbers overwhelming the servers, leading to crashes and outages. - The failures were not intentional but rather a result of the complexity of managing large-scale multiplayer online games, the unpredictability of human behavior, and the challenges in estimating demand accurately despite beta testing and data analysis. - Developers faced difficulties in preparing for the launch due to the sheer complexity of multiple services being called upon by millions of game clients worldwide, leading to issues with matchmaking, calculating player data, and centralised functions. - The problems extended beyond just adding more servers, as bottlenecks in various aspects such as CPUs, threads, RAM, network, and partner services could impact stability and scalability. - The incidents highlighted the challenges and costs associated with running server infrastructure for online games, emphasizing the need for continuous monitoring, analysis, and preparedness for unexpected issues [21438, 103590]. |
| Intent (Poor/Accidental Decisions) | poor_decisions | (a) The software failure incidents discussed in the articles were primarily due to poor decisions made by the developers and publishers. In the case of the Grand Theft Auto Online launch, Rockstar Games faced server errors and connectivity problems despite warnings about potential server issues and the need to scale up their hardware quickly to cope with the expected requirements [22159]. Similarly, the launch of Fall Guys: Ultimate Knockout by Mediatonic resulted in server collapses and game stoppages as the number of players attempting to play far exceeded expectations, leading to furious complaints and negative reviews [103590]. These incidents highlight how the developers underestimated the demand and failed to adequately prepare their server infrastructure to handle the influx of players, ultimately resulting in poor user experiences and negative consequences for the games' reputations. |
| Capability (Incompetence/Accidental) | development_incompetence | (a) The software failure incident occurring due to development incompetence: - The software failure incidents reported in the articles were mainly attributed to issues related to server errors, connectivity problems, and unexpected high player numbers overwhelming the servers during the launch of online games like Grand Theft Auto Online [22159, 21438]. - The incidents were linked to the challenges of scaling hardware quickly to cope with the expected requirements based on incredible sales, as mentioned by Simon Barratt of UK studio Four Door Lemon [22159]. - Rockstar Games, the developer of Grand Theft Auto Online, acknowledged the unanticipated additional pressure on the servers due to a significantly higher number of players than anticipated, leading to temperamental issues during the initial days of the launch [21438]. - The complexity of managing an online game, the unpredictability of human behavior, and the challenges in estimating demand and ironing out problems even after beta testing were highlighted as contributing factors to the software failures [103590]. (b) The software failure incident occurring accidentally: - The incidents of server collapses, game stoppages, and inundation with complaints during the launch of Fall Guys: Ultimate Knockout were described as familiar stories in the world of online multiplayer games, where servers collapsed due to an unexpected surge in player numbers [103590]. - The problems expanded and triggered fresh issues along the delivery pipeline as more people attempted to access the game, leading to outages that were beyond the control of the developer, such as hardware failures, disruptions in the cloud server network, or with internet service providers [103590]. - The challenges of managing an online game, including bottlenecks, complex interactions between semi-independent services, and the sheer complexity of multiple services being called upon by millions of game clients worldwide, were highlighted as factors contributing to accidental software failures [103590]. |
| Duration | temporary | (a) The software failure incident was temporary: - The software failure incident related to the launch of Grand Theft Auto Online was temporary due to server errors and connectivity problems experienced by gamers shortly after the online launch [22159]. - Fall Guys: Ultimate Knockout also faced a temporary software failure incident where the servers collapsed, the game stopped working, and the developer received furious complaints after more than 1.5 million people attempted to play within 24 hours of the launch [103590]. (b) The software failure incident was permanent: - There is no information in the provided articles to suggest that the software failure incident was permanent. |
| Behaviour | crash, omission, timing, value, other | (a) crash: The articles describe instances of crashes in the software failure incidents reported. For example, in the Grand Theft Auto Online launch, gamers reported being unable to access the game due to server issues, the game failing to load, and disconnection issues, indicating a crash in the system [22159]. Similarly, Fall Guys: Ultimate Knockout experienced server collapses and the game stopped working after being inundated with a large number of players, leading to crashes in the system [103590]. (b) omission: The software failure incidents also involved instances of omission where the system omitted to perform its intended functions at certain instances. For instance, in the Grand Theft Auto Online launch, gamers faced connectivity problems, server errors, and were unable to access the game as intended due to server issues, indicating an omission in the system's performance [22159]. Fall Guys: Ultimate Knockout also saw the servers collapsing, leading to the game not working as intended, which can be considered an omission in the system's functioning [103590]. (c) timing: Timing-related failures were evident in the software incidents reported. In the Grand Theft Auto Online launch, the system was performing its intended functions, but it was doing so too late or too early, causing inconvenience to users who faced delays in accessing the game due to server issues and connectivity problems [22159]. Similarly, Fall Guys: Ultimate Knockout attracted a large number of players, causing the servers to collapse and the game to stop working, indicating a timing issue where the system could not handle the sudden surge in demand [103590]. (d) value: The software failures also included instances where the system performed its intended functions incorrectly, leading to value-related failures. In the Grand Theft Auto Online launch, users faced issues such as the game failing to load, disconnection problems, and server errors, indicating that the system was not providing the expected value to the users [22159]. Fall Guys: Ultimate Knockout experienced server collapses and outages, causing the game to stop working, which can be considered a value-related failure as the system did not deliver the expected gameplay experience to the players [103590]. (e) byzantine: The articles did not specifically mention instances of byzantine behavior in the software failure incidents reported. (f) other: The software failure incidents also exhibited other behaviors not covered in the options above. For example, the incidents involved issues related to server scalability, unanticipated high player numbers, unpredictability of human behavior, and the complexity of managing online multiplayer games. These factors contributed to the challenges faced by the developers in ensuring the smooth functioning of the systems during the launches of Grand Theft Auto Online and Fall Guys: Ultimate Knockout [22159, 21438, 103590]. |
| Layer | Option | Rationale |
|---|---|---|
| Perception | None | None |
| Communication | None | None |
| Application | None | None |
| Category | Option | Rationale |
|---|---|---|
| Consequence | delay | (a) death: People lost their lives due to the software failure - There is no mention of any deaths related to the software failure incidents reported in the articles. (b) harm: People were physically harmed due to the software failure - There is no mention of any physical harm to individuals due to the software failure incidents reported in the articles. (c) basic: People's access to food or shelter was impacted because of the software failure - There is no mention of people's access to food or shelter being impacted due to the software failure incidents reported in the articles. (d) property: People's material goods, money, or data was impacted due to the software failure - The software failure incidents in the articles did not directly impact people's material goods, money, or data. (e) delay: People had to postpone an activity due to the software failure - In the case of the Grand Theft Auto Online launch, gamers were unable to access the game due to server issues, the game failing to load, and disconnection issues, leading to a delay in their gaming experience [22159]. (f) non-human: Non-human entities were impacted due to the software failure - The software failure incidents primarily affected the online gaming experience of users and did not mention any impact on non-human entities. (g) no_consequence: There were no real observed consequences of the software failure - The software failure incidents reported in the articles clearly had consequences such as server issues, connectivity problems, and delays in accessing the online games. (h) theoretical_consequence: There were potential consequences discussed of the software failure that did not occur - The articles discussed potential consequences such as server issues, connectivity problems, and the need to scale up server infrastructure to meet demand, which did occur during the software failure incidents [22159, 21438, 103590]. (i) other: Was there consequence(s) of the software failure not described in the (a to h) options? What is the other consequence(s)? - The primary consequences of the software failure incidents reported in the articles were related to server issues, connectivity problems, delays in accessing the games, and challenges in scaling server infrastructure to meet demand. |
| Domain | entertainment | (a) The failed system was related to the entertainment industry, specifically online video games. The incidents reported in the articles involve the launch of Grand Theft Auto Online [Article 22159], Fall Guys: Ultimate Knockout [Article 103590], and references to other online games like Sim City, Diablo 3, and Destiny 2. These incidents highlight the challenges faced by game developers in managing large-scale multiplayer online games, dealing with server errors, connectivity problems, and unexpected high player numbers during launches in the entertainment industry. (b) N/A (c) N/A (d) N/A (e) N/A (f) N/A (g) N/A (h) N/A (i) N/A (j) N/A (k) N/A (l) N/A (m) N/A |
Article ID: 22159
Article ID: 21438
Article ID: 103590