Bungie Answered
Bug and crash while Cryo run
Yesterday I suddenly get stucked in a wall. After I used the tief drone in Cryo. The grappling hook helps me out of the wall. In the next room, the game crashes while i am looting a container. Then i can’t reconnect to the run or the lobby.
After restarting the game, it shows me the same screen. After the team has ended our run, i was able to reconnect to the lobby.
I lost all my gear and loot.
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Hi there,
Thank you for reaching out and for reporting this.
If you encounter this again, please use your platform's capture button to take a video. You can upload the footage to a public video hosting site, like YouTube, then post the link here and we’ll be glad to take a look.
We’re not able to restore items or progress lost due to disconnects, lag, or other connection issues. In cases where a qualifying server‑side error happens, any refunds that can be offered are handled automatically by the game systems, not manually through support.
In the event that an error occurs with Bungie’s server or network infrastructure, connection recovery may not be possible. We will attempt to ensure that any players affected by a server error will have their starting gear returned to them.
Note: Gear refund only applies to a subset of server error conditions, and will not cover gameplay losses due to Internet connectivity or client-side problems.
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