Dev Tracker

Lag issues in Latin America

in Account & Technical Support

Posted by: Ashley Segovia.8276

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Ashley Segovia.8276

Technical Support

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Hey guys – I’m currently collecting data in regards to this issue. The best way to get this to me is through the ticketing system. The forums are fine, but I can get the best information needed if I’m able to talk to you guys one on one. The more information that you’re able to provide, the more information I have to provide to the appropriate departments for further review.

That being said, what I need from you guys is the following:

Server
ISP
GA and/or Network Diagnostic report
Times that you’re experiencing this issue

The sticky thread below should give you more info in regards to contacting support:
https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

wrong Mission in Personal Story

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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There was a bug at release where a player who hadn’t picked a fear (because when they did “A Light in the Darkness” another player picked the fear) could end up on a totally different path from the other player because the system picked a “default” story step to do next. That was fixed some time ago.

Champion Mad Bombardier marked as veteran

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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I’ll take a look at that tomorrow, thanks! Yeah, please report other issues, though it’s obviously hard to tell in some cases if it’s just a species that hits hard, or they’re assigned the wrong set of stat boosts.

Dear Anet, do not completely nerf Necro!

in PvP

Posted by: JonathanSharp.7094

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JonathanSharp.7094

Game Design Lead

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Thanks for the feedback. We intend to watch things in the meta and make small adjustments accordingly for ALL classes, including the Necro.

IGN: Chaplan
“Every man takes the limits of his own field of vision for the limits of the world.”
-Arthur Schopenhauer

Mail Problems

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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Most of the time, the issue is that the mailbox is full. If it has too many messages, it will put new mail on hold until it’s cleared out. Clear out all the mailboxes involved.

Ask me questions about the Basics of WvW

in WvW

Posted by: Hugh Norfolk

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Hugh Norfolk

PvP Game Designer

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Hi everyone,

My name is Hugh, and I design content for the WvW Team. I will be streaming on Friday to discuss the basics of WvW, and I’d like to take this opportunity to help familiarize inexperienced WvW players with some of the fundamentals. So, if you’ve got any WvW questions or topics that you’d like to see addressed during the stream, please let me know on this thread!

Hugh “Nightmare” Norfolk

Ask me questions about the Basics of WvW

in Guild Wars 2 Discussion

Posted by: Hugh Norfolk

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Hugh Norfolk

PvP Game Designer

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Hi everyone,

My name is Hugh and I am a designer on the illustrious WvW Team. I will be streaming on Friday to talk about the basics that a new player of WvW might not know. So if you have any WvW questions that you would like answered on the stream let me know on this thread!

Hugh “Nightmare” Norfolk

Story Mission "Evacuation" is bugged

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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The champion spawns after you’ve completed the objective to help the quaggan escape, after killing the last attacking group there’s a slight delay as the last of the village evacuates the area, then the story step completes.

I’m 0-2 on reproducing the issue, so there’s something specific I’m not doing correctly to make it break. : |

Tears of Itlaocol

in Bugs: Game, Forum, Website

Posted by: Jeremiah Lee.2764

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Jeremiah Lee.2764

Live Response QA

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It is able to be completed without seeing the missing pattern?

Champion Mad Bombardier marked as veteran

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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Good catch, the mad bomber is intended to be a veteran, but had inflated stats. I’ll get a fix in and queue it up for a future update.

Story Mission "Evacuation" is bugged

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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I just ran through this story step with no issues, what’s the last type of enemy you encountered? Was Tybalt (or Sieran/Forgal, depending on your Order) dead when you the story seemed to stall out?

(edited by Jeffrey Vaughn.1793)

wrong Mission in Personal Story

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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Long technical explanation.

Player A chooses “apples” as their favorite fruit. Player B chooses “oranges”.

They do a story step together. At the end, it looks at the instance owner (the person who started the story step) and checks to see what their favorite fruit is to determine what their next story step is. Player B is asked if they want to accept the current story progress, if they do it will put them on the “Apple” step next, because that’s what the instance owner is on. So even though player B prefers oranges, they will be pushed down the apple story.

The game indirectly warns you by displaying what your next story step will be if you accept the story progress, but it’s not obvious.

I can’t tell from the original post exactly what happened, but I do know that this is how the player can get moved to the wrong chain.

Currently, there’s no way to fix this—customer service doesn’t have the ability to set a character on a specific story step.

Tears of Itlaocol

in Bugs: Game, Forum, Website

Posted by: Jeremiah Lee.2764

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Jeremiah Lee.2764

Live Response QA

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If this is still happening, please describe issue/what step is not working and attach screenshot. Server is very helpful too. If only one torch is lit and only one pattern appears, is there anything that you can think of that caused that to happen? For example, did 2 Tears get placed on same platform/or at same time? Was there only one pattern visible before the first torch was lit?
Thank you!

GW2 unlikely to get expansions [Interview]

in Guild Wars 2 Discussion

Posted by: ColinJohanson.2394

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ColinJohanson.2394

Game Director

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Just to clarify a bit, as Mike said there are numerous teams beyond our Living World teams, and some of them are working on much longer term projects which we’ll go into details on much further down the road.

It’s entirely possible some of the types of content which you might traditionally find in expansions would be released through an expansion in the future for Gw2, and it’s possible we’d try something different when it comes to integrating those type of releases.

We have no final plans one way or another about expansions at this time, and certainly haven’t ruled them out, it’s something we’ll discuss more in the future.

Edited to add: Our primary focus right now is on making the core Gw2 experience as strong and compelling as possible, we’ll release a blog post later this month detailing more specifically our plans for Gw2 in the second half of 2013.

Missing gem store item

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Glad all is well. It’s true this is a very common thing, so don’t worry about posting. I’m going to work with our team to see if we can at least add a pop-up on our Support site so that folks thinking about submitting a ticket first get a possible, quick solution.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

TA Blooms

in Bugs: Game, Forum, Website

Posted by: Jeremiah Lee.2764

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Jeremiah Lee.2764

Live Response QA

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Please let me know if this still happens.
Thank you!

Fractal: Cliffside arm seals after update

in Fractals, Dungeons & Raids

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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I really can’t give specific timeframes for bug fixes/etc. because if something comes up that delays it, it makes us look deceptive. : (

A fix is currently in testing, once it’s confirmed and cleared it will go into the next available update.

Ascalon Catacombs path 3 on Utilities again!

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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Sorry, I meant it wasn’t a bug specific to the ghost transformation. I asked an engineer to look into the general transformation issue.

Game Update Notes - June 25th, 2013

in Game Release Notes

Posted by: AidanTaylor.3872

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AidanTaylor.3872

European Community Manager

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Bug-fixes

  • We’ve updated the game client to fix various server crashing bugs.

Cripple Debuff Bug

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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There’s a bug where Risen squires are applying an infinite duration cripple with their leap attack. I don’t have an ETA for when a fix will hit Live, sorry!

Terrain tilting while walking, running

in Bugs: Game, Forum, Website

Posted by: Jeremiah Lee.2764

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Jeremiah Lee.2764

Live Response QA

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Your character runs/walks in 45 degree angle? This is just recent? This is in all maps?
Thank you!

Launcher stuck at 0 kb/sec

in Bugs: Game, Forum, Website

Posted by: Jeremiah Lee.2764

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Jeremiah Lee.2764

Live Response QA

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Please post in Tech forum if you haven’t already:
https://forum-en.gw2archive.eu/forum/support/tech

Breaking the Blade Dr. Howler

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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She’s comparable to a veteran, but she’s one of the first “minibosses” you encounter in the story, so I think she catches players off guard. The usual advice applies—make sure your gear is up to par, and focus on defensive abilities/traits, since just trying to burn down a veteran is not always the best course.

Official response on the Lag issues please?

in Account & Technical Support

Posted by: Ashley Segovia.8276

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Ashley Segovia.8276

Technical Support

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Guys – as I have said previously, please submit a technical support ticket with this information if you’re still experiencing issues. When we suggest players contact their ISP it is because we have found a considerable amount of packet loss that only the ISP can do anything about. We’re not simply sending away every player that submits a ticket.

Again, if you’re still experiencing lag or connectivity issues please submit a ticket so that we can better assist you one on one. It can be very difficult to obtain much needed information through the forums especially when players don’t provide all requested info or are afraid to share it due to security concerns.

wrong Mission in Personal Story

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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Have you played any of the story steps with another player? There’s a known “bug” (in quotes because it works as designed, but it’s not terribly clear) where if you accept the story progress of another player, it will replace your fear choice with theirs.

Trouble Loading and disconnects.

in Account & Technical Support

Posted by: Ashley Segovia.8276

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Ashley Segovia.8276

Technical Support

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Hi Devils Cruelty – I’d recommend bypassing your router and connecting directly to your modem (if you’re going through a router). I’d also try disabling any security software that you have enabled just in case to start.

Game crashing.

in Account & Technical Support

Posted by: Ashley Segovia.8276

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Ashley Segovia.8276

Technical Support

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Hi Cath – To start simple, I’d suggest deleting the local.dat file and following with a repair. You can find your local.dat file by navigating to Documents\Guild Wars 2. Your crash log (ArenaNet.log file) should be located in the same location. You can also run repair by following the steps below:
1. Navigate to your Guild Wars 2 installation folder.
2. Right-click on “GW2.exe” and select “Create Shortcut.”
3. Rename this shortcut to “Guild Wars 2 Repair.”
4. Right-click on this shortcut and select “Properties.”
5. 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”

6. 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.

7. Right-click “Guild Wars 2 Repair” and select “Run as Administrator.”

Allow the repair to run and once completed, “Right-click” “GW2.exe” or your Guild Wars 2 Shortcut and select “Run as Administrator.”

Once completed, please try starting Guild Wars 2 again.

Hope this helps!

Will we ever see leaderboard decay?

in PvP

Posted by: Tyler Chapman.1832

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Tyler Chapman.1832

PvP and Balance QA Embed

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We do indeed have an implemented leaderboard decay. We are keeping a close eye on things and we’ll make adjustments as we see fit.

in-game alias: Powerr
Skills and Balance/PvP Team Principal QA
Former active member of Team PZ

No sound

in Account & Technical Support

Posted by: Ashley Segovia.8276

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Ashley Segovia.8276

Technical Support

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Hi oki I’m not sure what operating system you’re using but could you please try the following steps for me?

Can you please try the following steps for me?

1. Start Guild Wars 2 and once logged in hit “Alt + Tab” to return to Windows.

2. In Windows, locate your “Speaker Icon” in the "taskbar. (The taskbar is the set of icons next to your clock, you may have to press the arrow to display all the icons)

3. Once located, “right-click” on this icon and select “Open Volume Mixer.”

4. Once opened, check to make sure the master volume is set to the same setting as the “Guild Wars 2” slider. (If you do not have a Guild Wars 2 slider, Guild Wars 2 likely isn’t running)

If you’re using Windows 7, the issue is that Windows 7 allows you to control individual applications volume settings. Because of this, you can have windows saying the volume is up but still not get sound from a single application while getting sound from others. Using these settings should resolve that for you.

Game Update Notes - June 25th, 2013

in Game Release Notes

Posted by: Mark Katzbach

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Mark Katzbach

Content Marketing Manager

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Bug-fixes

  • Frostgorge Sound – Fixed a bug that caused the Claw of Jormag to heal completely during the second half of the event to kill him.
  • Event: Cursed Shore – Fixed a stall in the event to capture Death’s Gaze Torch

Ascalon Catacombs path 3 on Utilities again!

in Bugs: Game, Forum, Website

Posted by: Jeffrey Vaughn

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Jeffrey Vaughn

Content Designer

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The bug isn’t related to the dungeon, all transforms are currently preventing skill switching. We’re currently investigating the issue.

Purchase and play multiple accounts?

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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Hi again. Yes, you certainly may have a second account. You will need to use a separate email address — it is not possible to have two GW2 accounts with the same log-in. I’d remind you that for security reasons, it’s best to use an email address that is used only for Guild Wars 2, but of course that option is up to you.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

About Quartz node...

in Bazaar of the Four Winds

Posted by: Mark Katzbach

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Mark Katzbach

Content Marketing Manager

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The quartz node can be mined by any pick. Hope this clears things up for everybody.

Farming WvW tokens "exploit"?

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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I can’t see how this is legitimate gameplay in any sense of the word. Please see the quoted rules above.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

NO PVP, WVW rank or 100% map completion

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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hey

logged in today to come on to laggy game play then slow logining in and loading screens and then i left the game seeing that the rest of my pc and internet was working fine.

I come back to my account to have all my characters but no PVP or WVW rank badges on main screen or my 100% map completion medal?

Is this all to do with the same issue with the servers or is this differnet?

Hi there. It’s been a few hours since you posted this, and I wonder if you’re now seeing the correct details on your account?

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Purchased Chopping AXE via Gem Store. No AXE?

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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NVM just had to clear out space in my mailbox.

Cool; I’m glad you got your axe. It’s amazing how often folks forget about clearing the mailbox, so don’t worry, you’re not alone with this one.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Gem store issues [merged]

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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That FAQ should give you a lot of helpful info, but if you need more personal assistance, please don’t hesitate to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to help you.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Purchase and play multiple accounts?

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

Next

Let’s assume your son is a minor. We do allow a parent to purchase a game for a minor child. Once the account is purchased by a parent and turned over to the minor child, the child becomes the account owner. Basically, the account owner is the person who registers and then enables the account. The account owner normally is the buyer, but as you can see in this example, that is not not always the case.

It’s “one owner per account, forever.” No sales, trades, pass-alongs, give-aways, use as a prize, recycling… Once the original owner is done, the account will remain accessible to that person but cannot be supported for anyone else.

Sharing or passing-along game accounts is strictly forbidden by the User Agreement. The reasons are many, but it’s a solid business policy for a company that does not charge a monthly fee. Consider a admittedly-outlier situation: Someone buys an account, passes it to a friend, and then it is passed in turn to 48 others. We are supporting the use of that account for 50 people, and not the intended 1 person. Why does that matter? Because while some players play for years — and they are welcome to do so! — some will play for less time. That “average” is figured into our costs, into how we’re able to continue to support the game. If everyone passed along a used account, our costs would rise enormously, and that would have an extremely negative impact on our company and on our ability to continue to support a no-monthly-fee game.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

[VIDEO] Jumper's Decap Recaps

in PvP

Posted by: Tyler Chapman.1832

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Tyler Chapman.1832

PvP and Balance QA Embed

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Nice video. Demonstrations like this are very valuable when trying to build the community. Keep up the good work Jumper.

P.S. My spirit ranger build did pretty good against you (hint hint)

in-game alias: Powerr
Skills and Balance/PvP Team Principal QA
Former active member of Team PZ

Security Advancements and Reinstatements

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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The bug is still up or has been fixed? I’d like (I need) to do the jp to get the last achivement to complete Sky Pirates, but I’m not sure… It possible to do the jp in safely without get the ban? I’d not be banned for this. Thank you.

It’s highly unlikely that anyone would be actioned for doing this jumping puzzle. We’ll get the issue fixed when possible, but as stated in this thread, all administrative action is taken only after a human review, so you should be able to go about your business.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Forum request regarding living story

in Living World

Posted by: Regina Buenaobra

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Regina Buenaobra

Content Marketing Lead

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Thanks for your feedback, everyone.

Next time you have feedback about the forums, please use this sub-forum. Thanks!

Content Marketing Lead
Twitter: @ArenaNet, @GuildWars2
In-Game Name: Cm Regina Buenaobra

API/Tile status monitor

in API Development

Posted by: Cliff Spradlin.3512

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Cliff Spradlin.3512

Lead Programmer

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Thanks This will be helpful to all of us!

Irritating sound effects

in Audio

Posted by: Cody Crichton.7516

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Cody Crichton.7516

Sound Designer

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That bloody humming from the new jumping puzzle in Gendarran Fields can be heard from miles away and is REALLY irritating.

This has been fixed yesterday with a hotfix, so you may safely resume your jumping!

The New Blog Post for Second Half of Year?

in Guild Wars 2 Discussion

Posted by: ColinJohanson.2394

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ColinJohanson.2394

Game Director

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And Colin, you didn’t smile as much! What gives?!

It’s a very serious subject!

The New Blog Post for Second Half of Year?

in Guild Wars 2 Discussion

Posted by: ColinJohanson.2394

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ColinJohanson.2394

Game Director

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@AndrewSX

You make it sound as though the whole company is working on the Living World content. Though from what Colin said in the video, only a portion of the team has been chosen to make this content, and even then, they’ve been split into smaller groups to work on each individual month separately. Meaning that the people that are handling the Bazaar this July will be different than the team handling the update in August which will be different from the team handling the update in September.
It wouldn’t surprise me at all if they’re handling other aspects of the game similarly.

Also true! And as noted, the four living world teams going forward will be working on a much wider array of content and more permanent, recurring, and world changing content with the additional time they’ll have now with four total teams to rotate. Chris and MikeZ talked to the press last week about all the details, make sure to check out the interviews that go up today to find out more!

The New Blog Post for Second Half of Year?

in Guild Wars 2 Discussion

Posted by: ColinJohanson.2394

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ColinJohanson.2394

Game Director

Next

This wasn’t the Late July video/post (though you may already know that).

Indeed, the Gw2 in the second half of 2013 blog post is coming later this month, we’re focusing specifically today on summarizing what living world teams will be building in the future based on the feedback we’ve received so far, as well as announcing releases every 2 weeks going forward.

(And to the person who asked, fear not! The next blog post talks about rewards like crazy.)

Every Piece Matters Bugged?

in Dragon Bash

Posted by: Mark Katzbach

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Mark Katzbach

Content Marketing Manager

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Hey everybody, this issue should have been resolved with the recent hotfix. Please let us know if you are still experiencing this bug.

buying multiple Gw2-Master account.

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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The players above have provided accurate information: You may not “pass along” game accounts. You may not share accounts. I am sorry that your friends did not continue to play, but we cannot allow or help you to continually give the account to a new person.

The good thing is that the Guild Wars 2 account will remain active, and the players may decided that they want to come back in the future, which they will be able to do since we do not “retire” older account but leave them in place to allow people to play when they wish.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Help!!!!!

in Account & Technical Support

Posted by: Gaile Gray

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Gaile Gray

ArenaNet Communications Manager

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First read this and see if this applies to you: https://forum-en.gw2archive.eu/forum/game/gw2/Ascended-Return-Policy-Please

If you did the same thing the people in that thread did, file a support ticket here: http://support.guildwars2.com

and explain
- what you did
- why you can’t use the item
- what you would like refunded/returned to you

Also read this to find what other info you should include in the ticket: https://forum-en.gw2archive.eu/forum/support/account/How-to-Submit-a-Ticket-Account-Issues-2/first#post3954

This is good advice. I believe you will get the information that you need if you follow those steps.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet

Game Update Notes - June 25th, 2013

in Game Release Notes

Posted by: Regina Buenaobra

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Regina Buenaobra

Content Marketing Lead

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Bug Fixes

  • Fixed an issue with “Scene of Crime” story instance, where player could not get back into the instance if they left before completing the event.
  • Fixed an issue where some holoprojectors appear to be active but do not function.
  • Fixed issue that was causing loud looping noise in Gendarran Fields.
  • Fixed a bug that caused the sale value of the exotic shoulders that drop from the Aetherblade jumping puzzle to be higher than intended.
  • WvW – Fixed an issue preventing supply dolyaks from spawning and providing supply from Umberglade Woods and Danelon Passage to Stonemist Castle.
Content Marketing Lead
Twitter: @ArenaNet, @GuildWars2
In-Game Name: Cm Regina Buenaobra