The Division’s big update seems to have caused a big issue for some players.

The Division 1.1 update wiped out some players’ characters

Update 1.1 for The Division went live yesterday. 1.1 introduced many new additions to the game such as loot trading, new daily and weekly assignments, new gear sets, a new Incursion and more.

Unfortunately, it wasn’t without its issues. A number of reports on Reddit as well as Ubisoft’s own support Twitter indicate there’s an issue where some players are not able to locate their characters.

For some, this happened the first time they tried logging in after applying the patch. Others managed to log-in once, but had their characters go missing on later attempts.

Ubisoft officially acknowledged the issue on Twitter, promising to investigate. It seems this investigation will take longer than players expect, however.

Please note that the missing character issue will require further investigation and will not be resolved with the upcoming hotfix — The Division (@TheDivisionGame) April 12, 2016 Subscribe to the VG247 newsletter Get all the best bits of VG247 delivered to your inbox every Friday! Enable JavaScript to sign up to our newsletter

It’s not clear at this stage if these players will be able to get back their characters, or if they’re gone for good.