Following the release of a major content update in The Division, players have reported suffering character wipes occurring after logging into their accounts. The issue was predominantly found among Xbox One owners, though some PlayStation users reported suffering from the bug as well.
According to Ubisoft, the developers have identified and fixed the source of the issue – which means that missing characters should be able to be correctly restored.
According to Ubisoft's Community Developer Yannick forum post, the issue was caused by the following:
"The issue was caused by a malfunctioning server that couldn’t synchronize character data correctly and corrupted them instead. The game client was unable to read this corrupted data, and simply assumed that the character didn’t exist. Once this has been identified, we were able to restore the server to its normal functions, thus ensuring that the issue will no longer occur for other player"
Yannick detailed that the missing characters are "not gone" and that a fix for the issue will be available shortly, though servers will be brought down in order to patch the fix in.
It is important to note that any progress made on accounts suffering from the missing character bug between April 12th and the next server maintenance will be lost. This only applies to players who have been affected by the bug.