Ubisoft has acknowledged update 1.1 didn’t go according to plan as it had to bring its servers down yesterday evening to deploy a hotfix, although this patch wouldn’t fix the issue many players are experiencing with missing characters. Today, the publisher has shed some light on what exactly is going on with these missing characters and what it plans to do to fix the situation.

According to managing director Yannick Theler, the missing characters issue was caused by a malfunctioning server that was unable to synchronize character data correctly, and instead, corrupted them. As a result, the game client was unable to read the corrupted data and assumed the character didn’t exist.

For users who are experiencing this issue, Ubisoft is currently working on a fix that should be implemented shortly, although it’ll require the servers to once again be brought down. In order to bring your character back from limbo, the uncorrupted save of the user’s entire account will need to be restored. That means your character will be back where you left it on April 12 prior to the release of update 1.1, causing you to lose any progress you made with your character or any other one from the same account made between yesterday’s server downtime and the next maintenance.