Guild Wars 2

What’s your profession? What weapons are you using? What level are you? What level is your gear? Specifically, which creatures are giving you trouble? I really need more information to be able to look at it.

Hello friends,
I reproduced the stuck event state described here in our testing environment and have a bugfix in progress. Much gratitude for identifying this blocked content. Cheers!

Thank you for your reports, this is very helpful to the team.

The individual files for certain pieces of armor occasionally have small errors which can cause things like weapons moving or shrinking. Posting screenshots or detailing which armor set you are wearing is critical to helping the team locate these bugs, especially since they are sometimes only experienced by a small number of the player-base.

Fixes are typically easy to make, once the team knows where to look. So, the more information you include in your reports, the easier it is for the team to find the bugs and fix them.

New maps are definitely in the plans, however I can’t say with any degree of certainty when that might be. It takes a good deal of time to get a map to the level of polish that the current maps are in and while we want to get new maps out to mix up the gameplay, we aren’t going to release them until they are totally ready. When there is more to tell, we will tell it, but for now all I can say is we definitely want to do new maps and will when time allows.

We have been looking hard into this issue and we believe we’ve figured out the source. It will get fixed as soon as we possibly can.

Thank you all for providing information about the issues you were having. We were able to identify the problem and the fix will be in the next Live build.

Open World

• The jumping puzzle, Not So Secret, is now available in Gendarran Fields.
• Heralds have been notified to point players to this new second Aetherblade site.

For July 5th

• An important conversation is taking place between Magnus the Bloody Handed and Inspector Ellen Kiel of the Lionguard in the Grand Piazza of Lion’s Arch.
• The Aetherblade Captain Mai Trin has been incarcerated in the Lionguard HQ in Lion’s Arch.

Shadowwaka.1952:

Dear ArenaNet (and anyone who chooses to read this too),

Recently I’ve found my account was compromised. Thanks to a friend of mine I was able to find a place to report this. There I was able to send a rollback request, and while the request went through very fast (great support team) the rollback I was given was all the way back in February (February 28th). This was quite a while ago, and since then I have earned many rewards and achievements, some of which were temporary content which I can not receive again. It seemed odd to me that the most recent restore was so far back (4 months) since so much could have been done in that time. I just wanted to clarify if this is the most recent account image of mine. I know the policy is only to do this once, but I feel I the need ask just to make sure I’ve gotten all I could back.

Thanks to guild log checks by my friend, I’ve been able to see when my activity started to become fishy (1am today – 6/29), so anything before then but around that week (I know for sure I was on the 28th, I think around or before noon) could be applied it would be much appreciated.

(Support Ticket Number: 130629-001763)

Again, many thanks,
Shadowwaka

Add this info to your ticket, please, and the team will research the possibility of an account restoration.

Both sets of advice are good. If you don’t have info, simply insert “None” into the space and move on to what you can provide. I feel sure the team can help you with this.

Inculpatus cedo.9234:

If you paid in cash, then you didn’t buy it from ArenaNet directly. Any refund would have to be discussed with the retailer you purchased the game from.

This is correct. We can’t refund money we didn’t receive directly and naturally we do not engage in cash transactions.

MF — I believe what MR was saying was that some of the protests are not legitimate. Like “I did that thing, too, and I was not reinstated.” (No mention of the half-dozen cheats used on the same account.) Or, “I did that thing” (with no mention of the RMT sales associated with the account). Some protests are genuine, absolutely. Some are not.

And once again: Giving details that answer the question “What did I do?” is, for the cheater, almost “a blueprint to cheat.” Say there are four ways that Bad Player Bob is cheating (because usually cheaters don’t stop with just one cheat). Bob gets banned, and asks “What did I do?” We say, “You did A.” He then may feel, “Oh, I can now continue to do B, C, and D on my other cheat accounts (or tell my cheater friends what they are presumably safe to do) because I was told that I was banned for A.”

The truth is, it’s a fair question, but it’s not really appropriate to give an answer because it increases the risk of continued cheating, which is not good for the game, the game economy, or the player community as a whole.

Michael Fejervary.8576:

-snip-

That is what bothers me the most, and why right now I am just having a hard time logging in to want to play

-snip-

Michael — I really believe you can and should count on improvements on every level: heightened diligence about bugs; better, clearer communications; a continued refinement of the cheat detection system (as mentioned in the OP on this thread), and more.

I can’t say we’ll never make another mistake. But as that thread states, we constantly are learning and improving and no one wants that to happen more than we do! I hope our transparency about this situation, our explanation of what happened, and our intentions for the future will restore your desire to hop back into Tyria.

Crimsony.2514:

- snip -

But I also feel like it would be helpful to make the appeal process more explicit and less informal, so everyone knows how to access it and what a truly final decision looks like. Someone shouldn’t get a mail saying “the decision is final” when they still have a route to appeal.

Yep! And…

Thundolfe.9302:

Gaile Gray.6028:

-le snip

I certainly don’t blame you for this Gaile, I know that you spend a ridiculous amount of time answering questions and complaints. I’m just saying, I think your agents and processes need a little bit of refining

You’re very kind, but I’m just one team member. I agree with the comments that suggest that we can improve; yes, absolutely! That is one of the key elements of my role at ArenaNet: to help with outreach, to review processes and policies, and to help make our communications clearer and just all-around better. Change and improvement takes time, but it’s definitely top of the list!

Again, we’re a team, but we’re a team with a mission: to give Triple-A customer service to every player of our games.

Robles.7458:

- snip -

They always can use other webs like reddit, but I think that if they have bought the game, they should have the right to write here without ask for help to a friend.

I think we need to get better at the ticket appeal process, and then the forum (official or external) elements won’t be so much a factor. We’ll be looking at that on every level.

Pixelpumpkin.4608:

- snip -

It took me no significant investigation to determine that this bug has been reported many, many times: https://www.google.de/#q=site:forum-en.guildwars2.com+goemm

For fun, here’s a bug report from October 2012.

That’s definitely a valuable observation to include in internal discussion. Thank you for pointing it out.

BilboBaggins.5620:

Could we please just fix the jumping puzzles? Then there will be no false positives.

That is definitely the objective, yes!

Katz.5143:

It doesn’t matter that it was a bug. It matters that the letters sound rude to customers. They can actually change that. The words of the letters sent out aren’t chiseled in concrete never to be changed. It is surely possible to sound firm but not rude. They should think, how can this be said so that the rare innocent person won’t be offended greatly. There are many words in our language and many ways to say things. I honestly believe they can craft a response that sounds better.

Yes, I agree. We are and will always be working on this: Clarity, compassion, and correctness coupled with consider clout against cheaters. Ok, it’s Fun with Alliteration Day for me.

When at the same price orders are FIFO

Geo.3189:

-snip-

Hopefully they will address to my final request – and so that I can inform the community here – well mainly to those who have more than one GW2 accounts, of what to do, and what NOT to do.

Sorry, but for security reasons, we will not give you details on what took place. I know you want them; I know you feel you deserve them. But with our increased focus on cheating, exploiting, and other forms of abuse, what we tell a reinstated player can be used by people with malicious intentions, so we have to keep that info confidential.

Robles.7458:

I understand that this problems can happen, but banned people in game shouldn´t be banned at acount issues forum because it is hard that they tell their problem if they can´t write here.

They always can use other webs like reddit, but I think that if they have bought the game, they should have the right to write here without ask for help to a friend.

I appreciate your position. I used to feel the same way, but since we all do have other means to get help, I’m not sure that having 100 people posting “I was unjustly banned,” when maybe only 1 was really involved in an error — is quite a risk and it will cloud the forums.

Sorry about the word filter. I reported that to the team.

And it’s correct that we do not have a system for replacing guild leaders. In fact, I don’t know that we will develop that because we try to let guilds have a level of privacy and autonomy that could be impacted by someone cleverly petitioning for help (and really seeking something wrong.)

You’ll need to sort this out internally but I take on board that a returning banned player is probably a risky person to have a guild leader, especially if he/she holds certain rights exclusively.

Thundolfe.9302:

-snip-

You must do better.

Yes, and that is our intention and our goal, every single day.

We do know how sad this situation made people, and we truly are very sorry. I think that we should look at those who were erroneously impacted with complete sympathy. We’ve reinstated, we’ve sent emails, and we’ve posted. We will continue with that same level of transparency for situations — good and bad — in the future.

However, even while considering those players (whose numbers were modest) first, we also should look at the removal of 10,000 (!) exploiters, cheaters, and botters and remember that the game is better for a higher level of diligence against those who breach the User Agreement.

I am not — I promise you — making excuses. I am just looking at things from a broad view. I know how seriously folks around here took those false positives and I feel sure that we’ll continue to improve on systems in the future.

Thank you for the feedback, we are still actively looking into this issue.

And here is that update, as promised: https://forum-en.gw2archive.eu/forum/support/account/Security-Advancements-and-Reinstatements/first#post2312418

https://forum-en.gw2archive.eu/forum/support/bugs/Risen-Squire-Bug-Permanent-cripple/2284685

Here’s an update about progress in game security and the resolution of a recent situation from Chris, the lead of our Game Security Team:

Since launch, we have refined and expanded our tools and processes to investigate malicious player activity. In the last couple of months we have deployed numerous methods of detection that have been highly successful in identifying players performing actions that violate our User Agreement. In the month of June alone, we have taken action against more than 10,000 accounts that were identified to have performed malicious activity in Guild Wars 2. While not immediately apparent in game, this has made a significant overall impact on the number of players attempting to abuse cheats and exploits in our game.

We use all available information, including player reports, when taking action on an account. Unfortunately not all detection methods and are perfect, and data can sometimes be misleading. This became readily clear to us when players began reporting that their accounts were being terminated after attempting to run the Metrica Province jumping puzzle.

After significant investigation, we were able to determine that a bug in the jumping puzzle itself was causing players to fall out of the intended boundaries of the puzzle. Due to this bug, there was an unintended side effect that caused false positives on an element of our malicious activity detection system. We have since identified players that were caught up in this false detection and have reinstated their accounts.

It was unfortunate that this happened, but as Guild Wars 2 grows, so do we. We would like to thank the community for bringing this to our attention. Due to your passion for our game, we were able to come to a swift resolution for this issue. We have made huge strides in keeping the game fair for everyone, and could not continue to do it without your support.

This isn’t an account issue, so if you’d like to discuss this, I suggest you start a thread in the GW2 Discussion Forum, or more specifically, in the Sky Pirates forum. Thanks.

Thank you for posting this issue!

Sorry, but we can’t help with this. It will require you to retrieve the items and gold.

clutchwOw.5864:

So, I can repurchase the game right now and forward it to her?
Is it a 100% guarantee that I will get a refund because I don’t want to buy the game again right now and find out later that I will not be receiving the refund.
She wants to play really badly because I told her how great the game is so if it’s possible, I don’t mind buying the game right now and getting the refund later, only if I am 100% sure that the refund will come through.

Do NOT ask for a refund. Do NOT do a charge-back. Please let the team help you.

I responded four days ago. I updated my existing post in the thread. Please look there.

sonicwhip.9052:

I have been permanently I.P banned(friend tried logging in his account on my computer) for saying bad words in the in game map chat.
-snip-

First, I don’t know what you mean by saying “IP banned.” We terminate (ban) accounts, and we suspend accounts (give a time-out) but I’ve never head of us IP blocking. I am quite sure we do NOT do that.

I understand that you regret that your language incidents resulted in an account termination. I cannot remember this happening in Guild Wars 2 before, but looking at the logged chat, it was bad in many different ways, and those offenses took place over the course of many months.

We’re pretty clear about our expectations, and the escalating system usually makes it clear that we’re serious about not having offensive language in the game. (You can read about that here: https://www.guildwars2.com/en/legal/guild-wars-2-conduct-breaches-outcomes/ So as I said, it’s not common for someone to get a second chat violation, and really unusual for someone to keep racking them up.

Nothing to be done about this. The account termination is in conformance with our Rules of Conduct and User Agreement.

Stickying this thread because it is great. Thank you.

Thanks for all the info everyone, I totally didn’t write down everyone’s names by the questions because I’m bad sorry about that. I’ll make sure to do that next time.

Feedback on the steam is always welcome.

raprap.4326:

So basically if it wasn’t for the reddit post, these player’s account would stay banned?

-snip-

StinVec.3621:

-snip-

Also, since I do not use Reddit, etc., if something happens and I get banned by this flawless system due to some bug, I won’t be able to appeal my ban. Even if a ton of people get banned due to this bug, only if I make a huge stink on another website (since I wouldn’t be able to submit a ticket or post on here) and enough other people were also affected, then I am pretty much SOL.

-snip-

I want to be sure you’re aware that we will always review an appeal of an account termination. We also maintain a busy, and actively-supported Account Issues Forum, and folks get help there all the time. So if something happened — and let’s be clear that that possibility is extremely tiny — you can:

• Submit a ticket
• Discuss with an agent
• Ask for a review via ticket
• Post on our Support Issues Forum. And if your account was terminated, you can ask a friend, family member, or guildie to post in the “Tickets for Review” thread on your behalf. (Please have them include your 12-digit ticket number; that really hastens our ability to help.)

Truth be told, we are far more likely to see emergent issues on our own forums than we are on an external forum. I can’t speak to this particular issue, to say “We learned of it [here]” but in a general sense, we track the Guild Wars 2 forum regularly, and you absolutely do not need to join an external forum to get help.

As previously mentioned, we’ll provide more info about this later.

https://forum-en.gw2archive.eu/forum/game/events/Jormag-goes-to-full-health-in-second-stage/2288811

TL;DR is that we’re investigating this. It was not an intentional change.

The posts above are correct, the entire group of chanters is respawning after a wipe at any point. I’m going to change it so that only the 2 initial chanters will respawn on a wipe, and the larger group will spawn once the first 2 are killed. (As it used to work, except that the 2 chanters will reset after a wipe.)

We hear you guys loud and clear! We definitely plan on mitigating the leaver issue with a form of punishment. I wont give details about what the punishment will be, but it should be enough to deter this form of behavior. Anything we add will be in addition to what happens now (loss and rating hit).

Indeed! Admins for custom arenas is something we plan on supporting.

This should be fixed now.

To clarify, I have a programmer looking at it to see if they accidentally introduced a new bug. I can’t say it’s “By design!”, I was just pointing out that all transforms are exhibiting this behavior.

https://forum-en.gw2archive.eu/forum/support/bugs/Goemm-s-Lab-causing-players-to-be-banned/2305851/report

We are all over this bug!

I can’t go into details, but there were a tiny number of accounts that had false positives for cheating/hacking caused by a bug in the puzzle. We’re fixing that bug (if it hasn’t been fixed already) and reinstating the accounts that were incorrectly banned.

Hey everyone I’m doing a live stream tomorrow on the Elementalist. If there is any topics, questions, tips, tricks or strategies you think would be helpful for other Elementalist to know please post them here, and I’ll try and bring them up!

Thanks : )

~Izzy @-’——

ShiningSquirrel.3751:

Anet sent that item to anyone who purchased a rich dragon coffer from the trading post. There was a bug where it was not dropping at all, so Anet decided to be fair they would give them to everyone. It’s yours, use it and enjoy.

Mr. Squirrel (Ms. Squirrel?) is correct! The gift is yours to enjoy, with our thanks for your support of the Gem Store and the game!

Checkpoints (respawn points) also act as exits, so as the story sets new checkpoints, you’ll see new exits appearing.

Just to be clear this being a stun break now is on purpose. Sorry it got left off the notes.

Jon

This is intentional. Looks like some of the added stun breakers got lost from patch notes. I’ll take a look at which other ones and post something on it tomorrow at the latest.

LIVING WORLD
Aetherblade Retreat

• Fixed a bug in how Investigator Kiel operates as she ascends the tunnel to Rogue’s Landing which was preventing players to progress to the final boss fight with Mai and Horrik.
• Corrected a safeguard in the final boss fight that erroneously revived players inside Rogue’s Landing instead of at the chosen waypoint.

BUG-FIXING, BALANCE, WORLD POLISH
Engineer:

• Jump Shot: Fixed a bug with the animation when the Rifled Barrel trait is equipped.
• Smoke Screen: Fixed a bug causing an infinite smoke combo field when it does not hit an enemy.
  
  Mesmer:
• Ether Clone: Fixed a bug causing this ability to generate two clones in a WvW or PvP map.
  
  UI:
• Removed erroneous message about removed content that would appear when you level up.

WvW

• WvW traps have been re-enabled.

https://forum-en.gw2archive.eu/forum/support/bugs/Risen-Squire-Bug-Permanent-cripple/2285993

Sweet! You should post this in the events section too. I know some people were in there trying to coordinate scrims as well.

Just wanted to come out of my lurk mode for a bit and let you guys know that we are watching this thread on the balance team.

Keep it constructive, but keep going, we love reading the debate!

https://forum-en.gw2archive.eu/forum/support/bugs/AOE-Loot-on-interact-not-working/2282026