Guild Wars 2

Defend.9678:

I didn’t get my account back within 4 hours, I was waiting about 7-8 hours…

Yes, I think that was explained in the multiple updates in this thread. Of the players who were blocked in error, most were reinstated in less than four hours. A few — maybe a dozen or so — were not reinstated, but were taken care of this afternoon.

Ganntak.6532:

Can log into GW2 fine no problems been playing the pw just doesnt work for GW1 . Only linked for the HoM rewards regret doing so now lol.

I think you just need to create a ticket. Visit Guild Wars Support and then click “Submit a request” to start a ticket. The team will help you.

Please review the Naming Policy: https://www.guildwars2.com/en/legal/guild-wars-2-naming-policy/

This situation has been fully detailed in another thread, along with the resolution, both for individual accounts and for all those impacted: https://forum-en.gw2archive.eu/forum/support/account/Banned-for-botting-unnatended-play/first#post4253989

Because we have a helpful thread already open, we will close this one. Those of you with actual account issues may feel free to post in the relevant thread, even while I believe that everyone who was impacted — and those numbers were small — has been taken care of.

As a reminder, please do not use this forum for rants, venting, complaints, or hyperbolic commentary, particularly when it’s about a situation that is actively being addressed or, as in this case, has been addressed fully.

Update as of 2:47 PM (31 July 2014):

Our team just did another pass to reinstate impacted accounts, as it was clear that a few players were missed in the previous attempt to unblock the erroneous closures. We could tell there was a small glitch because such a small number of accounts were blocked and yet posts appeared here saying that certain accounts still were blocked.

Now, naturally, in order for the reinstatement process to work, the account must have been blocked for the identical reason and in the proper timeframe — and not in an unrelated closure. But since that was the case with a few players in this thread, we knew that a second pass was needed.

With this new run, I believe all those impacted by this incident are now back to normal. If someone still is blocked, ask him or her to submit a ticket and we’ll continue to track this.

Again, we really appreciate the patience of our players and their understanding as we worked on getting everything ship-shape for all those impacted.

Zach.9568:

To Gail, she just was able to log into the game. She is super excited and is smiling like crazy. Thank you so very much for your help! You’re the best!!!!

daliance.6713:

it was fixed thank you gaile

Kauna Arget.7052:

Thanks. Quick update: my guildie daliance can now log in again. She’s sooo pleased!!

Excellent. Thank you for updating us. I’ll post an update in just a moment.

Eliezra.6780:

One of my guildmates was farming for Foxfire and was banned for botting today.

Account Name: Linaeus.6253
Ticket Number: 795638

It’d be great if this can get cleared up so he can play today. Thanks!

This is now A-Ok!

Rebound.3409:

QUESTION: If i start farming foxfires like a demented lunatic again…do i still risk getting banned or was the system fine tuned for not having this blunder happen again?

You should be absolutely peachy! That is to say, you are not at risk of an account termination for doing honest harvesting. If you were to start using a bot to do it, well, that’s a different story. But I’m sure you are talking about real farming and that’s ok.

Rebound.3409:

“Rebound.3409” FIXED i just got ingame. I wanted to say a sincere thx for identifying it was an error.

Only thing i REALLY disliked and was extremely infuriating, was not having the possibility to post on the forums. Being from the EU, it took over 6h to get a guildie to post here, otherwise it would have taken much more.

Anyway THANK U!

You’re very welcome.

Zach.9568:

My wifes account was banned due to botting, she also has been farming foxfires recently, she cant log in to her GW account or the game. Any help would be greatly appreciated.

Her account name is Reia.3852
The ticket number she sent in is #795682

All clear and ticket updated to let her know.

Again, no tickets are required.

skullfaerie.7203:

Thanks a lot for the really fast response, Gaile It’s back! You’re awesome!

That’s terrific news — thanks for letting me know!

Finnguala.6921:

Guildy was heavily farming foxfires and can’t post here due to the ban on his account!

ID: Rebound.3409
Ticket nr: 795635

Hope you get this sorted out, thank you!

All fixed! Please thank for friend for his understanding.

zorokai.1486:

After farming foxfires for the back piece for the past two days or so my friends account has also been banned permanently and is unable to seek help with this issue.

Skullfaerie.7203 is the account name.

Can any Devs check this for me, I’ve heard there were many false positives and would like to be directed to help.
Thanks!

A ticket has been sent, Ticket number is #797102 – updated

I have responded to your friend, and her account should be reinstated now. Thanks for helping us help her!

Hi Junebug,

Please try resetting Internet Explorers settings since this is what the Trading Post and the launcher would use for it’s configuration. To do this:

1. Within Internet Explorer click on “Tools” and select “Internet Options.”

2. Click the “Security Tab”

3. Click through the 4 different zones, one by one. So first, click on “Internet” and select “Default Level.” Then click on “Local Internet” and click on “Default level” doing this for all four options listed.

4. Click the “Connections” tab.

5. Click on “Lan Settings.”

6. Check-mark “Automatically detect settings” and click “Ok.”

7. Click the “Advanced” tab at the end.

8. Click “Restore Advanced Settings” then click “Reset” under the heading “Reset Internet Explorer Settings.”

9. (Optional) – Check mark “Delete personal settings” if you do not have anything you want to save and would like a clean reset.

Once completed, please click “Ok” and try the launcher again.

Hey there,

At this time I’d like for you to try the following:
1. Navigate to your Guild Wars 2 folder, which by default would be C:\Program Files(x86)\Guild Wars 2.
2. Move this folder to a new location like C:\Games\Guild Wars 2. The location doesn’t matter specifically, as long as it’s outside of Program Files and Program Files(x86).
3. Navigate to this new location and “Right-click” on “GW2.exe” selecting “Create Shortcut.”
4. Rename this shortcut to “Guild Wars 2 Admin Mode.”
5. “Right-click” on “Guild Wars 2 Admin Mode” and select “Properties.”
6. Click the “Compatibility” tab.
7. Checkmark “Run this program as an Administrator.”
8. Click “Ok.”

Once completed, let’s go ahead and repair the new installation location:

1. Right-click on “GW2.exe” and select “Create Shortcut.”
2. Rename this shortcut to “Guild Wars 2 Repair.”
3. Right-click on this shortcut and select “Properties.”
4. Edit the “Target” line to include -repair at the end. Note: Please make sure -repair is outside of the quotes
-- Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” -repair
-- Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe -repair”
5. Once completed, click “Ok” to save your changes. If you get an error trying to save, your target line may not have the correct format. Please try Step 5 again.
6. Right-click “Guild Wars 2 Repair” and select “Run as Administrator.”

Allow the repair to run and once completed, double click on “Guild Wars 2 Admin Mode” to launch the game.

Hey there,

If you’ve been experiencing this issue for more than a year, I’d highly encourage you to submit a support ticket so that we can collect some data from you in order to investigate this issue.
https://help.guildwars2.com/anonymous_requests/new

timelord.6089:

Hi Gail,
i got my account back, also with no compensation, but thats ok for me.
More important is, what happens if i continue to farm wood @Malchors?
Will i get banned again?

I explained the mistaken belief that some were getting “compensation” just above. It’s sort of a bug, not a feature or a gift.

And you are welcome to farm wood, and you should not fear any repercussions whatsoever! Good luck with that lumber harvesting!

Awesome! Having in-game examples of what you’re talking about is incredibly helpful. I just feel like I wanted more than 1 example per talking point though!

We do not need or want you to submit a ticket on this issue. It will be fixed as soon as possible.

Kelgar.9580:

Could you also look at mine? I was farming foxfire clusters a lot yesterday.

My account is Khalid.6345 and my ticket is 796167. I sent it 5 hours ago and I was getting worry.

Thanks.

Yes, that was an error, and we apologize. Your account should be reinstated now.

Hey there,

I would like you to try a command line argument we have seen resolve this type of issue.

Please go to your shortcut for Guild Wars 2 and right click it and choose properties.

In the line that says Target, add a space at the end of whats there and then -prefreset

It should look something like this: “C:\Games\Guild Wars 2\Gw2.exe” -prefreset

Click apply and then ok.

Once the above is done, try launching the game and logging into the character you are having issues with. If this resolves the issue, go back into your shortcut again and remove the -prefreset line.

LindseyMarie.5931:

Thank you so much!!

Terrific. Thanks a lot for posting.

Angel.6085:

She was able to log in now, thanks so much for the prompt help

So glad to hear that, thank you!

bradldz.3728:

Hey everyone, hi Gaile, I just thought I would post my thoughts on this issue here as I was one of the people who got wrongly banned today and was affected by it and not able to play for most of the day. I can access my account now and log in fine ( no emails from anet so far about the ticket i opened as soon as my account came up banned while i was actually in game and kicked out btw). This might sound a bit stupid but i think considering the amount of your customers involved we should have been treated fairly. what i mean by that is that i understand this came from farming nodes which i was doing with 3 of my guildies last night and all 4 of us got a ban today, all of our accounts are active now, however, one of us got the ‘special item delivery’ message which contained the heroic chest and the letter with 4k influence in it, i received the ‘welcome to tyria’ message which contained ONLY the letter of influence (which is a stupid compensation if you ask me as i could not care less about influence, heroic chest i would take gladly as i still need 2 of the armor skins unlocked) and my other 2 guildies didnt even get anything apparently. wouldnt it be fair to treat us all equally and give the same compensation? this might sound a bit shallow but im sure you can understand my unhappiness.

Hi. I’m happy to explain this: Occasionally, when we reinstate an account that does not already have the Heroic Edition features, the items related to that version of the game were sent to that account holder. We’re not sending gifts or compensation or anything of that nature related to this incident. But that may explain why you are noting what appears to be a reinstatement disparity in the accounts.

Angel.6085:

Posting for a friend since she can’t access these forums anymore :
—————————
Account name: LindseyMarie.5931
ticket# 796372
—————————
She spent most of yesterday gathering wood to get foxfire clusters, discovered the ban around 4 hours ago when she tried to log in. Read somewhere that all of the accounts that were banned for gathering wood were already reinstated and she was worried hers was overlooked.

Thanks for looking into these issues, Gaile! Hopefully she can log back in soon, she’s super upset!

Should be resolved now. Please extend our apologies and thank you for making us aware so we could take care of your friend.

Pony.8956:

Thank you Gaile, I have access to my account now. I do appreciate, I hope you have a wonderful weekend. Sorry, if I sound like an A@#. I just hate dealing with BS, cause its so time consuming.

I appreciate you took the time to post, Pony, and no worries. I totally understand frustration and we’re real sorry for the inconvenience!

kitsu.3502:

Thank you for the reply… but no, I personally still can’t log in. I’ll keep waiting, I suppose.

Try again? I’m working on this right this minute and I feel like telling you “3…2…1…” But seriously, if you could check now, that would be great!

Update on this situation:

Last night, we had a few false-positives that resulted in temporary account closures. This situation impacted an extremely small number of accounts, but for those who were impacted, we are very sorry that this took place. All accounts involved in this situation were reinstated within 4 hours, and all accounts should be good to go now.

I suggest that you might want to check the game to see if you can log in, too. If not, then your particular situation is different and you can rest assured your ticket will be reviewed and responded to as soon as possible. If you have not had a resolution after three days, please feel free to post in the Tickets for Review thread and we’ll take a look.

Pony, is your account ok? I can’t check it this minute, but I can look in a few minutes. In the meantime, if you could check on whether you have access, I’d appreciate it!

Inculpatus cedo.9234:

The only time it asks you if you want to accept the progress is when you are playing in someone else’s instance. Otherwise, you just get the rewards for whatever instance you are playing in solo, or as the instance originator.

Correct. If you’re the instance owner, it’ll look at your Order to determine the next chapter’s storyline. (Or at other decisions you’ve made, if the story branches for other reasons. For example, in Chapter 5, it looks to see which minor race you chose to help at the end of Chapter 4.)

You’ll need to complete it as the instance owner (the player who starts the story step and opens the story instance), so it will advance your storyline based on your choices.

storm officer.1028:

thanks it works now!

Wonderful! Thanks for the update, storm officer!

lin.6487:

finally i got unban took 3 hrs but did give me a reason to watch some shows. looks like they got a messy amount of tickets to go through so be patience guys.

Glad you’re back, lin, and thanks a bunch for posting.

Lilith Ajit.6173:

I just wanted to say that I bought gems in my first personal story instance on my first character on my second account and had no problems. That itself really shouldn’t be the issue, unless it is random and different for various accounts.

Exactly. Gem purchase issues aren’t based on account age, so anyone who experienced this issue should submit a ticket so CS can help out.

Looking into this! Back with you very soon.

Please try logging in again; it would be helpful if you did that and reported if you now are able to access the game.

In the meantime, thanks for your patience.

GreytheRaven.3492:

Guys, I’ve logged in with my second account (my son’s) to ask a question regarding my primary account, which has just been downgraded to Trial. Meaning, I can’t log into the game. Two things may have caused this, both would be insanely absurd in nature but this is the only two things I can think of.

One, I’ve cancelled wildstar, which has the same ncsoft acct name as my gw2 account. Unlikely, right?

Two, I harvested and sold 200+ gold worth of foxfire clusters over the last 2 days. Banned for botting? I harvested every single one myself (no bot, wouldn’t know how to do that) but also, no email from anet saying i’m banned so I assume that isn’t it either.

I did open a ticket with anet, but now i get to sit here and twiddle my thumbs until I hear back at them. Any response or sympathetic comments (or informational ones at that) would be highly appreciated.

Heya. May I have that ticket number? We definitely want to reduce thumb-twiddling to a minimum!!

Berelious.3290:

I’d also like to add that support has personnel that speak various languages. Don’t be afraid to submit your ticket in your own language.

Just to be clear, we have agents who are fluent in English, French, German, and Spanish. If you submit a ticket in another language, we might not be able to assist you. So we ask that players please submit in any of those four languages.

Bug Fix:

• Fixed a server crash.

Sorry if I confused you, I meant the word “queue” figuratively. There are any number of people waiting to join a certain world. Whomever is actively trying to join at the time a space becomes available will get that space. If several people are attempting to join, the first who complete the process will move. As I explained, we will not prioritize someone’s entry to that world over others. We won’t. We can’t.

You said in your ticket, “It JUST SAID NOT FULL AND BY THE TIME I CLICKED TRANSFER IT DID NOT LET ME!” You say the game “glitches.” What exactly happens? Do you disconnect? Black screen? Freeze? Time out? What error code or message do you receive when you get this “glitch?”

I’ve checked with the team and they have not noted any other tickets about a world transfer glitch. Please go ahead and provide detailed information about what you’re reporting in your ticket, including steps that allow our team to verify and replicate any possible issue so that we can investigate. Taking a screenshot of the message you receive is another way to get us the details.

I just merged several threads with a specific error code: Connection Error 7:11:3:191:101.

In order to help investigate and resolve this issue, we would like to know the following:
• Your ISP
• Your location (country and, if possible, general location within the country, such as state, region, etc.)
• Your territory or region: NA or EU
• Your Game World (such as Fort Aspenwood, Desolation, Arborstone, etc.)
• The full Error Code you are receiving. (A partial code will not aid the investigation.)
• The number of characters with the problem
• The map name(s) on which the character or characters are trying to load

Thank you for providing that information. And again, *you do not need to submit a ticket about this error code — the team is aware and will resolve this as soon as possible.

I have merged three threads into this one, just to keep things together.

I’ll ask our Technical Support folks if they have any information to provide on this. I note at least one post saying that he or she had submitted a ticket and was asked to contact the ISP on their end. That may be the answer, but I’ll see if there’s more to share.

Thanks for your patience.

I really believe you need personal assistance. Please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, because that will create a ticket within the support system. You are not required to provide all the information but may leave fields blank when you cannot accurately complete them. The team should be able to help you.

Hi Nakre,

I know it sounds pretty simply but have you tried simply right-clicking the application and selecting “Run as Administrator”?

LostBalloon.6423:

Hi,

The agent who takes care of my tickets does not feel human at all, it almost feels like he is not even bothering to read and just copy/pastes a “cant do” reply and moves on to continue with his quota.

This makes me boil!
I feel like the agent doesn’t give a rat’s kitten and wont even try to help in any way.

Ticket no: 784874

You’ve asked for the CS Team to make room on a full server so that you can transfer. As the agent who answered the ticket said, we are not able (or willing) to offer such a service.

I understand you’d like us to make an exception for you, but we’re simply not willing to “jump the queue” on behalf of any player, nor do we have the tools to do so.

As to your other statements in the tickets — and yes, I’ve read the whole thing — you’ve making some pretty wild allegations. “Venting” may feel good, but in the end, the answers that you received, all of which were expressed by human agents in a courteous manner, are absolutely correct: We cannot give you what you want. I’m sorry that you’re unhappy about that decision.

nearlight.3064:

You could always put an accent on the i in Ari.

Hey, that’s a pretty nice idea!

Mental Paradox.3845:

Gaile Gray.6029:

Mental Paradox.3845:

Yup, done. Thanks =)

We’ll get to the bottom of this, and thanks for your patience!

Thanks Gaile, but I think I know what the problem is now. My credit card, and by extension PayPal, is being rejected all over the place for unknown reasons. My bank is on the issue. So it’s on my end, not yours.

Thanks!

Thanks for posting to let us know and best of luck as you get that sorted out.

Any tickets that require review should be posted in the Tickets for Review thread. Please provide the ticket number if you post there.

As far as getting more details, I’ve said this many times in the past, but I don’t mind repeating it:

When an account is found to be using a bot, we terminate that account’s access to the game. Such terminations are nearly always permanent, but if a player submits a ticket and appeals the termination, we will review the details and game logs again to verify the decision. If the information in the initial termination decision remains solid (and it nearly always does), the player is told again simply that the account was terminated for use of a disallowed third-party program.

Why no details?

Because providing details will be giving botters a lesson in how to get around cheat detection. If we say “You did X, Y, and Z,” then the botters will simply change their algorithms or their process to avoid or mask those activities. If we say “You were on this map, doing this thing,” then you can be sure that the botters will go to a different map, log in at a different time, use a different character, or try to perform slightly different actions in order to avoid detection.

We cannot and will not offer a “Guide to Cheating” for our game. And for that reason, we are not able to provide specific details about an account termination. Legitimate accounts will be reviewed, and they will be reinstated into the game. But again, such cases are rare. In short, our not providing details on cheat detection is in the best interests of the game and our players.

Which story step are you on?

Theftwind.8976:

I have an issue with how Mark worded that sticky post.

“Due to the rash of necroposting on this subforum, anybody caught posting in a dead thread will be subject to infractions and possible suspensions from this point forward.
A dead thread is defined as any thread that has not received any posts in more than 30 days.”

A clarification is required here. First it states that anyone caught posting in a dead thread will be punished. Then it defines the thread as a post that has not received any posts in more then 30 days.

My question is, if someone resurrects a dead thread and I happen to post in that thread after it has been resurrected am I under threat of punishment? After all someone must have posted before me to resurrect the thread. Also what happens if someone resurrects such a thread and deletes his post after other people have posted on it? Would he get away and all others be punished?

To answer your questions. Providing no other rules are broken (i.e. personal attacks,
name calling, etc.) only the person who first posted in the dead thread will see punitive action. The thread will then be locked to prevent further posting. As for your second question, the moderation team has the ability to see all deleted posts, so there is no mistaking who necroposted the thread, even after deletion.

Pinkamena Diane Pie.8054:

Arenanet Forum Main Page:

Be heard! Seek wisdom! Join a conversation with fellow adventurers, or start your own..

I was heard, and the wisdom I required was I was told to be quiet.

Joining a conversation and bumping long-dead threads with developer posts in them as an attention-seeking tactic are two entirely different things. A few people decided to start digging through the forum and bumping old topics, not to contribute to conversations there or post new and insightful comments to breathe new life into the topic, but to be disruptive and to try and “prove a point”. Since asking nicely rarely seems to work with the people engaging in this behavior, I made the sticky post explicitly telling everybody to stop, under threat of infraction, suspension and ultimately banning. If there’s a topic you actually wish to discuss, then please open a thread (if an active one does not currently exist) and do so. This is not a new limitation on what you can talk about, just a request to stop the disruptive necroposting.

I understand your frustrations and desire to hear from developers about what’s under development, I really do. However, as I said in the other thread I posted in today, we are unable to comment on features under development until they reach a state where we, as a company, are comfortable talking about them. So, when you ask “are you working on x” or “what’s the status of y”, we can’t comment.

Being disruptive on the forums (in old or new threads), making rude or demanding posts and posting comments like “there is no WvW team anymore” are hardly an endearing method that encourages our developers to post more. I would ask that you take this into consideration when posting as well.

Again I can assure you, the developers are reading the forums regularly, even though they don’t have time to post a reply to everything they read. Additionally, as I read these forums probably more than anybody here, I regularly compile reports for the competitive team to make sure they are up to speed on your concerns and desires. Does this mean your every wish will be granted? No, it does not. What it does mean is that the team is regularly being made aware of how the community feels about the game and what features, content, etc. that you like, dislike or want to see in the future. What it also means is that we take note of when you all ask for or suggest a feature that is currently under development, so that down the line, when it’s actually released and a bunch of people clamor to the forums to complain that “nobody asked for this” (you know who you are), we can refer back and be secure in the knowledge that somebody did, in fact, ask for it.

Now, this post has ended up way longer than I intended it to be. I don’t expect what I’ve said here to cause a sudden change in the tone or content of the posts on this forum. What I do expect is your understanding that we’re not just sitting here twiddling our thumbs and I haven’t enacted this rule against necroposting as some sinister method to justify shutting down the WvW forum. WvW is one of the core game types of Guild Wars 2, and as long as we have forums and I have something to say about it, we will have a place for WvW discussion.