Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
(edited by Gaile Gray.6029)
WeirdScience — we are investigating this.
aesur — are you having this exact problem? (Are you able to purchase at all, after time, even with an error message?)
Mordachai — did your situation mirror WS’s exactly? But you found it did work eventually, it seems. Would that mean that even while you got an error message, the purchase eventually processed?
Can anyone recall the exact error message? We have folks looking into this, so the more details, the better. Thank you for your reports and any additional info you can give!
(edited by Gaile Gray.6029)
If you could forward the PM/email you received to forums@arena.net, we can research it for you.
The CDI initiative appears kaput, and the four or five feedback threads on feature patch features haven’t garnered a single substantive response.
I don’t think it’s adequate to say ’We’re reading what you post’ if they fail to actually respond to concerns raised.
Comes a point where I need to know what’s coming up or what Arenanet developers actually think about the feedback being offered in order to have ‘faith’ in where they’re setting their development in future.
I mean, take the feature patch – some of those features could’ve been improved significantly if we’d had the opportunity to offer feedback in advance; ie, before they were baked and almost ready to be rolled out. But that’s rather typical of arenanet’s community-communications style: they work on what they got and put it out, THEN get surprised by feedback.
Most other industries seek customer feedback in a multistage iterative process during product creation, and it only makes sense. Even in MMOland, look at Blizzard – discussing the upcoming expansion in detail a year or more out from release.
Even in the CDI threads, developer commentary basically amounted to ‘Yeah, we read that. It’s interesting’.
I hate to say it; we need a ‘Ghostcrawler’.
Hi,
The CDI is not Kaput at all. I have just been extremely busy like the rest of the team and as I have said before there is absolutely no point in doing a CDI if we cannot contribute properly to it.
A new CDI will be coming shortly! Thanks for your patience.
Chris
Instead, have you considered offering a handicap in terms of points per objective and player kill? … snip …
A handicap isn’t a bad idea either, and would be a good topic for another thread.
Yes there is a fair solution: Throw them back into the queue to have a new grouping chosen. A match like that should never take place, because as you alluded to, it will never be fair.
Currently, the only way it is possible is for one or more players to be waiting in the queue for a long time. The alternative is for them to just never get a match. Acandis’ poll is a good start for that discussion.
Personally I don’t understand how the MMR is failing as badly as it is. True you guys have hidden ranks (which I agree after a certain point, say may 30, are pointless), but it isn’t hard to tell by actions (such as 3 people on your team running home and staying there for cap) or stomps (someone using a deer finisher), or titles (someone wearing Gladiator) that the skill levels are not being matched up fairly in the least.
Excluding the initial period when MMR is “warming up”, every single instance I’ve looked at has been a fair pairing. The downside of not showing the data is that many people will assume the worst.
The experience gap, which MMR does not look at, is one of the first things we’ll likely be changing in the future.
Maybe you aren’t putting in enough of a time wait before expanding the MMR range of a player. I recall an Anet person (Josh?) saying that the longer you are in the queue the wider the flexibility of your MMR range. In other words if I start being able to accept others on my team between 10-12 it eventually can expand to 1-21.
It might have been me, I’ve said it more than a few times. We could expand the time it takes, and as I mentioned above, Acandis’ poll is a good start.
Or maybe it is caused by the last minute grabs. I know that when someone leaves a roster, or leaves a game right before it starts, the system grabs someone fast to try to not have a 4v5, well I have a feeling it grabs pretty quickly and doesn’t wait at all which would lead to high variance in what is actually grabbed.
Unfortunately the system does not do that. While you’re right that it could cause problems, I think could solve more than it creates.
Something your post just sparked in my mind. Are you guys tallying team MMR using mean or median? I think that could be a huge flaw if you guys use mean. An outlier can pull that number to look falsely high when (as you use in your example) just having a 20 on a team doesn’t make up for having a 2 or a 1. In order to properly rank the team’s MMR I definitely think you should be using the medium MMR and not the average since the outliers can totally mess that up. Not sure which you use…
Both mean and median have their edge cases where they can cause problems. When we make adjustments to the system, we generally try to simulate the changes with realistic data and make choices with the most common outcome in mind.
I play WvW regularly and I don’t rep the ArenaNet guild. I’ve been playing a lot more recently because of the tournament. If you play in the middle/Silver tier, you have probably seen or killed me.
I only rep the ArenaNet guild if I am in the game for work/business reasons.
My play time is my time to relax and enjoy the game, and popping the ArenaNet tag would distract from that. I’d get tons of questions and wouldn’t be able to accomplish what I want to do with my off hours time without interruptions.
yea in this scenario the only remotely fair setup would be a 2v4 >.<
Is this something the community would like to see? I could definitely do that, but I’m worried how it would be perceived by those actually playing the game.
Also, in that scenario, even if we stacked everyone against the 20 the numbers would still be on the 20’s side, even though the game mechanics would pretty much guarantee a loss.
(edited by Justin ODell.9517)
So say example A of your algorithm failing:
List at start for a 3v3 (20, 5, 4, 4, 2, 1)
According to your algorithm the team comp would look like this at the end:
Team A: (20, 2 ,1) = 23
Team B: (5, 4, 4) = 13Seems fair right? There has to be more to your algorithm for Solo Q because this one seem awfully barbaric…
That’s the team shuffling algorithm. Which happens after 10 players are gathered using the matchmaking algorithm.
Obviously matchmaking should try to prevent that scenario from happening at all but if for some reason it does fails so bad as to create your scenario, do you see any other combination that would be more fair?
The ArenaNet tag functions the same as a guild tag, because it is one. To fly the tag, we have to rep the ArenaNet guild. So, no, we can’t rep a guild and display the tag at the same time. Anywhere you would normally see somebody’s guild tag, you would see the ArenaNet tag, if an employee is representing the company guild.
Can I get a guild invite please?
You can fill out our guild application here: http://www.arena.net/#careers
1 free key per account. If you got it last week you’re ahead of the pack.
We dropped the note in the blog yesterday because we noticed there were quite a number of folks who hadn’t picked theirs up yet.
If you can be more specific about the exact problem you ran into, including the current story step, that would help.
Hi Yeni,
You can find the crash logs by doing the following:
1. Hold down the Windows button on the keyboard and hit the R key.
2. Paste in the following line: C:\Users\%username%\AppData\Roaming\Guild Wars 2
3. Click “Ok.”
4. You will want to look for the “ArenaNet.log” file.
If you don’t have a crash log or the crash log does not have your recent crash errors on it, it’s possible this could be a hardware based issue and I’d advise submitting a ticket to our support team for further investigation.
Hi there Zoef,
So nothing happens when you click Gw2.exe? Also, from what browser were you using when you downloaded the initial setup? I know sometimes if you simply click “Run” rather than downloading the setup, the files will end up in the temp folder.
Lastly, is your Guild Wars 2 client on the root of your C: drive or is it within a folder on your C: drive?
Hi DeamusX,
Have you updated your GPU drivers? Often corrupt, outdated, or missing GPU drivers can cause this particular issue.
in Account & Technical Support
Posted by: Ashley Segovia.8276
Hi BetaPunch, this seems obvious, but did you install the latest motherboard drivers and reinstall other drivers for your system such as DirectX and GPU drivers?
in Account & Technical Support
Posted by: Ashley Segovia.8276
Hi Sendai,
I think that’s exactly what’s going on here. I had saw that you were getting OOM crash errors but I mistook someone else’s comment saying “But I’m on a 64-bit OS” and assumed that was you and so I looked past that and considered other variables. But yes, what abomally is saying is entirely correct.
Should I just sit tight then for my refund? It’s been almost 7 days now.
Yes, please. There’s no way for us to expedite the courtesy refunds, and clearly our priority must be hacked accounts and other security-related issues. We’re dealing with refunds every day, but they will take a while, as we said at the time the offer was announced.
Thanks for understanding.
My wife (Elysium.7291) reset our router yesterday and when she attempted to log on to Guild Wars 2 she received an email to authenticate a new IP address that consequenly was in a different state so she did not allow it. She proceeded to try again 5 times getting the same I address, so she reset her password and it still didn’t work. She then submitted a request that her account was compromised and received a reply from Morpheus to provide some information to verify her identity which she did and hasn’t gotten a response since. Unfortunately her account is suspended so she cant play or post herself. I now know that the IP address she received was within the acceptable range from our ISP and her account wasn’t compromised and she should have just allowed it. But now she can’t play or do anything except wait
If there is anything we can do please let me know
Her request number is #579888
Thanks for any help with this matter
I’m sorry that this happened, but the forums are not intended to be used as a means of immediately following up on a ticket, or of asking for expedited service. A number of RMTs and hackers have become quite desperate to continue their shady activities, and they are targeting vulnerable accounts. This means that our numbers are higher because of external elements, and that means that response times can be a bit longer than normal. This impacts everyone, from those requesting item replacements or refunds to those having other issues.
Your wife will be assisted as soon as possible.
Update: 29 April 2014
557657 - Resolved.
569291 - Resolved.
559702 - Answered today.
554090 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
569833 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
566112 - Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
574092 - Three tickets. Response sent last Friday. If you did not receive, see the thread about e-mail problems above.
571780 - Two tickets. Answered today.
566284 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566559 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562805 - In the queue for account restoration.
563172 - In the queue for account restoration.
566312 - In the queue for account restoration.
568493 - In the queue for account restoration.
571054 - In the queue for account restoration.
566611 - In the queue for account restoration.
429162 - You have been answered. Forum issues are not Account Issues.
557022 - See this post. You’ll be helped as quickly as possible
557806 - See this post. You’ll be helped as quickly as possible
565516 - See this post. You’ll be helped as quickly as possible
567514 - See this post. You’ll be helped as quickly as possible
557185 - See this post. You’ll be helped as quickly as possible
566244 - See this post. You’ll be helped as quickly as possible
569397 - See this post. You’ll be helped as quickly as possible
565397 - See this post. You’ll be helped as quickly as possible
562525 - See this post. You’ll be helped as quickly as possible
564961 - See this post. You’ll be helped as quickly as possible
564961 - See this post. You’ll be helped as quickly as possible
If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread, which is here at the top of this forum.
(edited by Gaile Gray.6029)
Update: 29 April 2014
557657 - Resolved.
569291 - Resolved.
559702 - Answered today.
554090 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
569833 - Five tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
566112 - Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
574092 - Three tickets. Response sent last Friday. If you did not receive, see the thread about e-mail problems above.
571780 - Two tickets. Answered today.
566284 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566559 - Two tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562805 - In the queue for account restoration.
563172 - In the queue for account restoration.
566312 - In the queue for account restoration.
568493 - In the queue for account restoration.
571054 - In the queue for account restoration.
566611 - In the queue for account restoration.
429162 - You have been answered. Forum issues are not Account Issues.
557022 - See this post. You’ll be helped as quickly as possible
557806 - See this post. You’ll be helped as quickly as possible
565516 - See this post. You’ll be helped as quickly as possible
567514 - See this post. You’ll be helped as quickly as possible
557185 - See this post. You’ll be helped as quickly as possible
566244 - See this post. You’ll be helped as quickly as possible
569397 - See this post. You’ll be helped as quickly as possible
565397 - See this post. You’ll be helped as quickly as possible
562525 - See this post. You’ll be helped as quickly as possible
564961 – See this post. You’ll be helped as quickly as possible
564961 – See this post. You’ll be helped as quickly as possible
(edited by Gaile Gray.6029)
Note that on occasion those support links on the website do toss up an error message and this is a cause of concern if you are experiencing an account problem. The fact that errors do popup shouldn’t simply be dismissed or discounted. I’ve seen this problem during the early morning hours in the US, East Coast time rather than our prime time. But since the game is international …
We need reproducible reports. If this happens to you, please submit a ticket. Press “print screen” and save the image (an agent will ask for the screenshot if needed) and principally, include the error message that is displayed so that we can investigate the matter.
I wanted to look into the matter, but I don’t have a ticket number.
I believe the answers given by the forum members contributing to this thread are correct, in that “do overs” could become a 24/7/365 sap of time for numerous agents and honestly, it’s important to draw the line somewhere. On the other hand, I can’t really be sure unless I see the ticket, so perhaps you’d like to include this in the Tickets for Review thread above. A brief explanation of your review request is all that is required there; the thread is not intended for debate of policy.
(edited by Gaile Gray.6029)
If you have a ticket in the system, then this is being worked on. If new issues have arisen, update your ticket by responding to the e-mail (with the ticket number in the subject line) and the agent who is reviewing it will assist you.
These answers are correct. Our team will try to help if you will please submit a ticket. Thank you.
We are unable to remove the Dishonorable Debuff. I’m sorry if you’re having issues, but it’s best to not risk playing matches if your connection is in question, for your benefit (to avoid the dishonorable gameplay flags) and for that of your team.
Incidentally, we’re not aware of any general connectivity issues from Belgium, so that sort of points to it being local on your end.
(edited by Gaile Gray.6029)
Kitty, your ticket number is 570867. However, refund requests are very backed up, so please allow several more days for the courtesy refund to be processed.
Thanks.
We want to help, so please submit a ticket so we can figure this out for you.
And thank you for your support of our game! 
Submitting a second ticket will delay the resolution of this issue. In addition, the queues are backed up, so please wait a few more days for this to be reviewed and resolved.
I closed the ticket, but AP is correct: If someone wishes to close a ticket, it’s ok to simply say that in the ticket and it will be closed when it comes up in the queues.
With agents so busy, I thought closing it was a good idea, so… done! 
We totally did visit you guys last week (or maybe it was 2 weeks ago).
The ArenaNet tag functions the same as a guild tag, because it is one. To fly the tag, we have to rep the ArenaNet guild. So, no, we can’t rep a guild and display the tag at the same time. Anywhere you would normally see somebody’s guild tag, you would see the ArenaNet tag, if an employee is representing the company guild.
Sweet, ill try that. Thank you for the reply
We’ll do our very best to resolve this for you and I hope you’re soon back in the game with little to no ill effects of the hacker’s deeds!
Many retailers sell things with a warranty of 1-3 years but they can add extra years if you pay more. Why not add this system to the game too, especially that it is a virtual product and not a physical one so the lack of replacement parts or full products is not the case?
I think if we were to add the “insurance policy” you describe, some players would be concerned that we’d entered Animal Farm, where “All animals are equal, but some animals are more equal than others.” Our objective is to give every player Triple-A service.
Those who invest more in the game — in an emotional or financial sense — do have a greater loss if their security is compromised. But I’m not sure that offering additional services per $50 spent is the answer.
I’ll say it again: This is not an issue over which we have control, but we’ll do our best to help resolve the situation, including assistance with some security advice and an account restoration. I’ll continue discussing with the team how we can improve those practices, always with the best interests of our players at the forefront of our minds!
(edited by Gaile Gray.6029)
The ticket system is working just fine, and we’d ask you to submit a ticket rather than ask forum members a question they can’t possibly answer.
I think the forum members have adequately addressed this suggestion and have made it clear that compromise incidents are related to personal security and can be addressed with best practices on a personal level, given the nature of the security on the game and server level.
Thank you for your input, folks!
Correct. I will see if we can be a bit more clear and when we say “update your ticket” explain that this means “respond to the e-mail associated with your ticket, with the incident number in the subject line.”
If you can prove ownership of both accounts, we will probably be able to offer this service. Kindly click “Support” at the top of the page, then “Submit a request” to start a ticket.
wow that was fast issued resolved ..TY
And, assuredly, ArenaNet security was not the issue, personal security was the problem here.
I am glad you’re back in the game.
It is not possible for us to restore guilds, both in a procedural/programming sense and in a cultural sense.
I’m sorry for the guild’s loss, but it’s not possible for us to restore the guild bank.
I was surprised to see this thread has continued to go on and on about unrelated topics or about the same topic, already answered.
Again, the Heartbleed bug is not an issue, for reasons explained previously. Issues with individual account compromise incidents (“hacks”) are related to the user’s individual security measures, not the Heartbleed bug.
Issues with the Gem Store are not related to the Heartbleed bug and are being addressed. In fact, nearly all have been resolved and the remaining are currently in the works.
F is the default for interact, I’m assuming you remapped it? Can you speak with other NPCs? Speaking with either starred NPC plays a dialogue cutscene.
I just completed this with no issues, what happens when you interact with them to talk to them?
We cannot reset guild creation limits. I’m sorry we cannot help you by fulfilling your request, but sometimes players ask us for services that we’re simply unable to offer.
Things don’t necessarily happen in the precise order that allows us to do as you suggest. Thankfully, we are able to assist with most issues, and those whose accounts are compromised get our full attention.
You’ve taken careful steps, Linfang. Have you also scanned for a possible keylogger on your system?
If you want assistance, please submit a ticket by clicking Support above and then “Submit a request” to start a ticket.
If you’re wondering how it happened, 99.9% of the time when this happens your e-mail account has been hacked and the hacker is authorizing access anda deleting the authentication e-mails. This is not on us, this is something you need to solve on your end, and we’ll be happy to help as much as possible.
Please do not post multiple times in this thread about the same ticket. Just as you should submit one ticket, you should post one time to follow up.
Update: 28 April 2014
553384 Resolved – Your feedback has been received.
548729 Resolved.
552598 Resolved.
554571 Resolved.
554814 Resolved.
564267 Resolved.
555983 Resolved. Two tickets. Please do not submit duplicate tickets.
555400 Answered today.
550719 Answered Saturday.
554587 Answered today.
569009 Answered today. Your purchase was refunded, so you can repurchase, add the code, and you’re good to go.
552404 Answered yesterday and additional review taking place.
550451 This ticket was incorrectly handled, and we apologize. I believe we will get this resolved for you today.
513029 Closed. No additional information is available.
559606 Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
557040 In the queue for account restoration.
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557511 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
560286 In the queue for account restoration.
565598 In the queue for account restoration.
566428 In the queue for account restoration.
567256 In the queue for account restoration.
567585 In the queue for account restoration.
570131 In the queue for account restoration.
570157 In the queue for account restoration.
567449 In the queue for account restoration. Please confirm that you wish this service.
564688 6(!) tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
549610 The issue is still under review. The survey was simply asking if you had received an informative answer. I feel you have, but you’re welcome to rate as you see fit.
559338 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
561713 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562900 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568368 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566783 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568324 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
534713 Under review. I followed up to ask about progress.
558665 Under review. I followed up to ask about progress.
568230 Under review. The account is suspended to keep it secure during investigation.
554490 Under review.
557007 Under review.
557113 Under review.
557196 Under review.
558540 Under review.
560681 Under review.
561147 Under review.
561510 Under review.
564027 Under review.
573597 Under review.
557353 Under review.
567885 Under review.
563589 Please reopen the ticket by responding with the account ownership verification information our agent requested.
567819 You are asking for items we cannot provide. An agent will respond to your ticket as soon as possible.
566422 Your e-mail account and/or your computer have been hacked. Please re-secure your computer system AND your e-mail account so that we can assist you.
FateTwine.2390 Thanks for your kind words!
If your ticket is at least three days (72 hours) old, and if you still need assistance, please post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread, which is here at the top of this forum.
Update: 28 April 2014
Before the update, a request: Please do not post multiple times in this thread about the same ticket. I just reviewed almost a dozen tickets where someone had posted and then posted again a day or two later. Just as you should submit one ticket, you should post one time to follow up. I go back to my most recent post to collect all the questions, so your inquiry will not be missed. Only if you see a new update, without reference to your ticket number, may you post again. Thank you for your cooperation.
553384 Resolved – Your feedback has been received.
548729 Resolved.
552598 Resolved.
554571 Resolved.
554814 Resolved.
564267 Resolved.
555983 Resolved. Two tickets. Please do not submit duplicate tickets.
555400 Answered today.
550719 Answered Saturday.
554587 Answered today.
569009 Answered today. Your purchase was refunded, so you can repurchase, add the code, and you’re good to go.
552404 Answered yesterday and additional review taking place.
550451 This ticket was incorrectly handled, and we apologize. I believe we will get this resolved for you today.
513029 Closed. No additional information is available.
559606 Four tickets. Please do not submit duplicate tickets. In the queue for account restoration.
557040 In the queue for account restoration.
557353 In the queue for account restoration.
557413 In the queue for account restoration.
557511 In the queue for account restoration.
557963 In the queue for account restoration.
559026 In the queue for account restoration.
560286 In the queue for account restoration.
565598 In the queue for account restoration.
566428 In the queue for account restoration.
567256 In the queue for account restoration.
567585 In the queue for account restoration.
570131 In the queue for account restoration.
570157 In the queue for account restoration.
567449 In the queue for account restoration. Please confirm that you wish this service.
564688 6(!) tickets. Please stop submitting duplicate tickets. In the queue for account restoration.
549610 The issue is still under review. The survey was simply asking if you had received an informative answer. I feel you have, but you’re welcome to rate as you see fit.
559338 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
561713 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
562900 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568368 3 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
566783 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
568324 2 tickets. Please do not submit duplicate tickets. In the queue for account restoration.
534713 Under review. I followed up to ask about progress.
558665 Under review. I followed up to ask about progress.
568230 Under review. The account is suspended to keep it secure during investigation.
554490 Under review.
557007 Under review.
557113 Under review.
557196 Under review.
558540 Under review.
560681 Under review.
561147 Under review.
561510 Under review.
564027 Under review.
573597 Under review.
557353 Under review.
567885 Under review.
563589 Please reopen the ticket by responding with the account ownership verification information our agent requested.
567819 You are asking for items we cannot provide. An agent will respond to your ticket as soon as possible.
566422 Your e-mail account and/or your computer have been hacked. Please re-secure your computer system AND your e-mail account so that we can assist you.
FateTwine.2390 Thanks for your kind words!
Please update the ticket that you used to discuss your hacking incident and explain what took place. The explanation give here — that the hacker misused your account — is nearly always correct. We will make this right, simply let the team know that you still need help and they’ll investigate!
Blockhead Magee is right, many of us don’t pop our ArenaNet tags when playing. When we do play with it on, it tends to act as a beacon that draws the enemy in like moths to a light bulb.
We are out there, even if you don’t know it.
Not affiliated with ArenaNet or NCSOFT. No support is provided.
All assets, page layout, visual style belong to ArenaNet and are used solely to replicate the original design and preserve the original look and feel.
Contact /u/e-scrape-artist on reddit if you encounter a bug.