Categories/ Announcements


We at the NHN Japan Corporation would like to express our sincere gratitude and appreciation to each and every one of our customers.

As you may know, we operate and own the free calling and messaging application “LINE”, and yesterday (31 Oct 2012)  we experienced some technical problems with the PC version of LINE leading to some of our users receiving random messages from unknown users during their chats due to a crossover of chat messages.

We would like to offer our sincere apologies for the anxiety and inconvenience this has caused to our users.

In order to carry out the necessary revisions to our system, there were moments when the PC version of LINE was made temporarily unavailable, however the problems have been rectified and the PC version is now up and running as normal.

At NHN Japan, we are taking this occurrence very seriously and will continue to work hard in order to prevent this from happening again.


Further Information

Summary:
On 31 October 2012, problems with the PC version of LINE led to the following:

1) For approx. 5 minute period from 18:55 (JST) on the 31 October 2012, some users of the PC version of LINE received random messages from unknown users during their chats due to a crossover of chat messages. 

Causes:
Problems were caused by a technical fault with the system running the PC version, whilst attempting to update. 
As soon as the problem was detected, it was immediately dealt with and has already been fixed.

Extent of the problem:
We have confirmed that the problem affected 86 users  in total who sent messages using the PC version of LINE which were subsequently delivered incorrectly to unintended users. Furthermore, we have received inquiries from 12 users so far regarding this problem.

Circumstances:
31/Oct (Wed)
18:55   PC version of LINE: Systems are updated
      Problems are detected where some users of the PC version receive random messages from unknown users during their chats due to a crossover of chat messages
     Works gets underway on fixing the problem
19:00  Problem is rectified
19:15  PC users who received the incorrect messages are forcefully logged out in order to prevent these messages from being read 
19:25 Log out process is completed. An investigation into the causes and the extent of the problem begins
20:50  Primary announcement made to users via the official LINE Facebook page
21:49  Secondary announcement made to users via the LINE Official Blog

1/Nov (Thu)  
19:00  Investigation into the causes and the extent of the problem is completed
21:00  Official statement released by NHN Japan Corporation
            Furthermore, the regulatory agencies have been notified
   
Customer Support:
After the start of the problem, a fixed version of the software was released immediately. After logging in again, the problem was rectified and users did not receive any further messages from unknown users. The message histories of the users affected were able to be accessed as normal. 

Furthermore, our support teams are individually contacting all the users affected by the problem. As a small consolation, we are sending a 500 yen Amazon gift voucher to each of those affected.

Measures for future prevention:
To prevent the problem from re-occurring, we have introduced stricter regulations and checks by our development, quality assurance and security teams to improve the overall security to all our company systems.

Contact Customer Support:
If you have been affected,  you can get in touch with our customer support team via the Problem Report Form , and they will provide a rapid response to your inquiry. 

LINE Customer Support (Problem Report Form)


 At approximately 7pm (JST) on 31 October there were some problems with the PC version of LINE. Some users may have experienced random messages from unknown users during their chats caused by temporary system problems which occurred for a few minutes. We have rushed to fix this and the problems have now been rectified. 

 In addition to fixing the problem, we have also deleted the contents of the messages sent from unknown users and you should be able to login an enjoy the PC version of LINE without any further problems. 

 Furthermore, those who were forcefully logged out of the PC version of LINE during the problem will be able to login as normal. 

 If you were affected please accept our sincere apologies for the inconvenience caused on this occasion.

 We will of course, keep working hard on improving the stability of our systems. 

 Thank you very much for reading and please continue to enjoy our LINE service. 

 We will be releasing a formal statement about this issue at a later date. 
Formal statement
 

For quality control and the improvement of our services, we will be performing routine maintenance of our systems at the times below.

▼Date
25 October: 4am – 6am JST

▼Affected Areas
- iPhone version: sticker purchases and access to purchase history may be affected.
- Android version: charging of Coins, sticker purchases, and access to purchase history/Coins page may be affected.

▼Aims
To improve our server environments, in order to provide an even better service.


Please accept our apologies for any inconvenience this may cause you.
We are committed to working on improving our existing features and your understanding is greatly appreciated.

Thank you for reading, and we hope you continue to enjoy LINE!


We have been aware of the annoying issue where iPhone5 users and those using iOS6 have been repeatedly asked to enter their Apple ID and password every time they start LINE. We do apologize for the problem.

We are still trying to get to the bottom of the issue. In the mean time, you can get rid of the problem by following the steps below. 


■Enter the [Stickers] menu and [Restore Sticker Purchases]
1. Start LINE and tap [More] > [Settings]
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2. Tap [Stickers]
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3. Tap [Purchase History]
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4. Scroll to the bottom and tap [Restore Sticker Purchases]
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5. Enter your Apple ID password
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Once you have carried out the above steps, you should no longer be prompted to enter your Apple ID details.

However, we are aware of cases where you may be asked to enter your Apple ID details once again after starting LINE. If you are prompted to do so, please don’t panic! After entering your Apple ID once more, you will no longer need to do so in the future.

If by any chance, the problem still hasn’t been sorted out after trying the above, please try signing out and then back in with your Apple ID as follows.

■If the steps above do not fix the problem:
 
1. Sign out of your Apple ID
1-1. Open your iPhone [Settings] and go into [iTunes Store/App Store]
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1-2. Tap your own Apple ID [Apple ID: XXXXX (Your ID) XXXXXXX]
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1-3. Tap [Sign Out]
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2. Start LINE without logging into your Apple ID
3. Try the steps above (Restoring Sticker Purchases from the Stickers menu) 
4. Enter your Apple ID and password again

After doing this, the problem should be fixed and you should no longer be asked to enter your Apple ID.
Hurray!

We’re sorry if you have been affected by this problem. 
Of course, we will keep working on removing bugs as well as improving our existing functions, so please continue to enjoy LINE and keep your chats fresh, fun and friendly!