Our game, with matchmaking implemented, has been in open beta for more than a week now.
It was working fine when:
1. We had to make a new queue for an update.
2. We made the update (client) point to that new queue.
3. It worked for a day or so.
After that, for a period of time, it stopped receiving tickets (we can see this via Matchmaking (Preview) > our_queue_name > Usage) and Tickets Waiting for a Match, both regular and backfill, is at 0 even though there are tickets that started matchmaking for that queue (e.g. players are queueing and reported that the queue timed out and they never got a match). We even tried to check it by queueing in the game ourselves and the statistic in the usage is 0 even after a few minutes of refreshing it. Usually we see the stat update after 5 mins of refreshing the Usage graphs.
The problem was temporarily solved when we tried creating a new queue for it, rename it so that it would be the queue used by the update/client. We even made our plan pay-as-your-go to be sure and even though we did not go beyond our Limits (based on the information the Limits page showed us). We are able to go live again, see players queue and get matched. It would work for a while then maybe after two hours or so, players will queue and will not be matched and we see that Tickets Waiting for a Match are 0 again.
This felt like an emergency situation and it felt very helpless not being able to know the cause. Did anyone have a similar situation?
Any help would be appreciated. Thank you.