Guild Wars 2

Hi Killermandude – Currently, the Guild Wars 2 download application will resume file downloads. However, there seems to be a bit of confusion as to how it does that. When the download is stopped for any reason, you need to close and restart the launcher. When you do this, the application will scan the already downloaded files to make sure they are intact. Once the files are scanned, the download continues. The confusion comes from how the “scan” appears in the launcher. When this process is taking place it will look like it is downloading the files again, complete with “download speeds.” However, if you notice the download speed, it should be much faster than your Internet connection. This is because the launcher isn’t actually downloading the files from the Internet but is instead, scanning the files inside the GW2.dat file. Once the scan completes, the download resumes and your actual bandwidth is used. Please note that in order for the launcher to begin the update where it left off, you must exit out of the launcher properly. If the launcher was closed due to a power outage or drop in internet service, it will not save the progress and will start again from the beginning.

Hi Zaila – I’d like to collect a Game Advisor report so I can look into why you might be experiencing this issue. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hi Dedalus – I would like you to delete the Temporary Cache for Guild Wars 2. To do this:

1. In Windows, press the “Start” button and locate the “Search programs and files” bar at the bottom of the start menu.

2. Type in temp exactly as shown. (With the precent signs)

3. Press “Enter” and a new window should appear with the location of “C:\Users\YOURUSERNAME\AppData\Local\Temp”

4. Locate the folder labeled "gw2cache-{RANDOM NUMBERS} and delete it.

After doing this, please try running Guild Wars 2 again.

Hope this helps!

Hi leuert – Are you getting any kind of error messages at all? Do you happen to have any security software enabled?

Hi Garreth MacLeod – There’s a couple of documents I’d like for you to provide if you feel comfortable sharing this information. First, I’d like to collect a Game Advisor report so I can look into why you might be experiencing this crash. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Additionally I’d like to collect a crashlog from you. You can find this by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file. This may give us some idea as to why you’re experiencing these crashes.

Hi Sales Kital – I’d like to collect a Game Advisor report so I can look into why you might be experiencing this issue. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hi wefal – I’d like to collect a Game Advisor report so I can look into why you might be experiencing this crash. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Additionally if you’re able to provide the crash log as well this would be incredibly helpful!

Hey NSKaneda – I’d like to collect a Game Advisor report so I can look into why you might be experiencing this issue. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hey elpeter – I took a look at your Game Advisor report and there were a couple of things that caught my attention. First, it appears your Windows® has not been completely updated.

Please visit http://windowsupdate.microsoft.com/ and choose all of the critical updates available and install them. You may need to visit the website multiple times to ensure that you have all available updates.

Secondly, it appears that you do not have a valid installation of Direct X. This could be due to corruption or you may just not have it installed. Either way we should update this.

This is what we are seeing currently from your Game Advisor report that you provided:

================ = Installed DirectX ================
– x86
– x64
d3dx9_31.dll – 9.15.779.0

D3DX9_42.dll – 9.27.952.3001

d3dxof.dll – 6.1.7600.16385

The first link will provide you with the June 2010 redistributable which will force Windows to update Direct X. I provided this link below:

http://www.microsoft.com/en-us/download/details.aspx?id=8109 (download and run this first)

Once installed, please use the following link to install all material post June 2010 for Direct X. Again this link is provided below:

http://www.microsoft.com/en-us/download/details.aspx?id=35 (download and run this 2nd)

I wasn’t sure if you had regained access through Account Management (resetting) or of you had been assisted by Support. Now I understand.

If you simply “update your ticket” by sending a response, you can ask about restoration. Please do not make a new ticket; this is part and parcel of the first issue and should be discussed in that email/ticket thread.

I imagine you will have an answer by tomorrow. Best of luck!

It sounds as if you have not submitted a ticket yet? Go to Support above, then use “Ask a Question” to start that process. Sorry that I didn’t understand earlier.

https://forum-en.gw2archive.eu/forum/support/account/Account-Restoration-Information/first#post1044591

Kodiaki.6178:

I have had it with your bullkitten.

I logged out from my own account to let my friend play and now I can’t log in any more. Every time I try to log in. I get a message that says I either have wrong username or password. I’ve tried changing password. I’ve tired to recover my account. But they don’t work. I can’t submit a ticket because my support account is not working either. So thank you for this wonderfully bullkitten customer support which I’ve been getting from you for the almost past year. And I’m so kitten that I couldn’t care even if you ban me

And this is why the rules state that account sharing is not allowed: Account sharing is one of the biggest reasons for account terminations, in that ownership disputes arise, someone gets greedy and decides to keep the account for himself, one of the user spends all the wealth on his own character instead of sharing, someone decides to sell the account (also forbidden) or let another person share, someone trashes a PvP records, and on and on.

As stated above, your support account is entirely separate from your game account. You can contact support and they will try to help, but since you were account sharing, it’s likely the account is in “ownership dispute” and will be closed. (Not as a punitive action, but because it will be impossible to positively identify and help the real owner.)

This does indeed need to be addressed directly with Support, for privacy and security reasons. The team does not require all of the information they’ve asked for, but some of it will be helpful in confirming ownership.

https://forum-en.gw2archive.eu/forum/support/account/I-need-to-change-my-email/first#post1788807

I’ve merged three posts about this. Do not post again.

gassy.8975:

I’ve been using Mumble for several months along with GW2. I haven’t been suspended or banned, but then again I also don’t bot or use exploits or buy gold or insult players or use offensive words in chat. No, it wasn’t the use of mumble that got your brother banned.

You should probably keep these messages within your tickets only. Repeatedly opening forum threads about the same subject will probably eventually get you a forum ban.

Thank you. And thank you again. You’re precisely right on both counts!

thebenong.2094:

“And we’re all pretty sure, judging from your brother’s final comment in his ticket, that he knew precisely what he was doing, and that he knew he was doing wrong.”

My brother’s last comment in his ticket was: “One more thing you could check is if MUMBLE interferes or might possible be falsely recognized as a third party program. Its the only change in my playing routine in the last 2 weeks.”

No, that was not his last comment.

thebenong.2094:

As per Gaile, :"This is not the place to come to protest the actions of the Support Team. "

Where and how can we do this?

In your ticket. And you do not continue to make different posts about this.

Demeron.5423:

ok but there is a post on here from u i belive stateing that SAB is only for this month..? so im alittle lost

World 1 is only for this month. At a later date we will release World 2 (along with World 1 again) for a month. And so on until all 4 Worlds are done and the SAB is complete. I don’t know what will happen at that point.

It was part of hard mode. But we had to pull hard mode until next time. It’s just sitting there… waiting.

SlaYer.2138:

My comments/suggestions:

1. I don’t like the cost of keys. Trade 25 baubles for 40? I better just go kill random mobs for the key or just not bother with the chest at all, since buying a key from a store and carrying it over to the chest aren’t much convenient anyway, especially for zone 3. Also, for zone 1, it’s 25 baubles for 20, totally not worth the deal. My ideal cost for a key is 15 baubles.

2. In Rapids, sometimes I can’t hit those alligators with my stick (I have to switch to bomb), and it happens several times that I get pushed off from the rock in the moving water for no reason while standing on it. Please move the alligators closer to you and make the rock a little bigger.

3. It’s unfair that a player can receive another 2 bauble bubbles by playing a different toon. It strongly encourages farming SAB. For example, I have 8 toons. Basically, I just play all of them and get a skin within 2 days. Comparing to my friend, she plays only one toon, so she can earn only 7 baubles per day unless she farms baubles. And because she hates farming, she just buys her favorite skin from TP. My suggestion is to make those drops from chest account bound and increase the reward of bauble bubbles to 5 per chest AND per account, not per toon.

Anyway, thanks for creating such a cool game, Josh.

1. Shop keys are there just for cases where there’s a group and someone holding a key falls in a pit. We didn’t want the whole team to lose out because someone made a mistake. They are not meant to economically profitable.

2. By the time you’re to World 2 you should really have a whip or slingshot. It’s a lot easier if you come prepared.

3. We will be changing quite a lot about how SAB works in future installments.

rtommaso.3120:

Josh Foreman.8250:

IBut in order to make each release somewhat special I’m pretty sure we are going to retire the current set after April.

Does that include chest drops or only the Moto skins? Will we still be able to get the “old” skins from chest drops?

I don’t know. I’m not in charge of the rewards.

Demeron.5423:

ok u say only this month and its already the 12th.. sitll no more been Released?? for this zone? whats deal with that? are we going to get the rest of the world yet or no? before this event ends…

No. The other Worlds and skins will be released in future installments of SAB. April is only World 1 and the current skins.

Preacher.9018:

Adding group puzzles that cant be solved solo would be as frustrating as in the end of Personal story having group dungeon.

Josh Foreman.8250:

It’s certainly tricky to design group puzzles for anywhere from 1-5 players!

Please note the “1”.

Kojiden.8405:

When I first got on the raft at the end of the final level in SAB I was expecting it to be something like the battletoads tunnel where you had to like jump over stuff or move or something or else you would lose a heart.

That’s what it was originally. But it had to many bugs to figure out in the last couple days of production so we pulled the rocks that flipped the individual logs and added ninjas instead. But once we start on World 2 full time I’m sure we’ll figure out how to make it work as designed.

Those are some sweet raft rides. The FF one looks amazing too. Jeff showed me a video of the Genesis Jurassic Park game rapids section when I first started doing rapids. That’s another cool one. https://www.youtube.com/watch?v=CsgOS8jCVjo

I said that I think they will and that I’m personally counting on it. BUT, and this is a big, fat but… The parts of SAB that come into contact with the rest of GW2 are not in my control. There are stakeholders who run the various systems like TP, Commerce, Crafting, etc. and they all rightly have a say in how SAB will be affecting their systems. We haven’t sat down with all those people to run our future plans past them yet. So the final answer is that there is no final answer.

Oenomaus.6413:

You said it wouldnt be out in the next month, or even after that, but you mentioned it would accompany the next release, will it accompany the next release; Frost and flame, retribution you just announced?? Or are you still months away? :O

We are not tied to F&F. We have our own release schedule. We are still at least several months away from the next release.

KaptK.9608:

Only one request of more group puzzles.

I’ve got several sketches for group mechanic puzzles just waiting to be implemented. It’s certainly tricky to design group puzzles for anywhere from 1-5 players! But I think we’ve got some decent plans in place.

Akaji.1296:

Pedantic comment: a median is a type of average, as are mean (what most people mean by ‘average’) and mode.

haha… as a fellow sequeptidalion I approve of pedantic comments.

roamzero.9486:

I think the biggest design flaw of the SAB is that it came across as a demo for a bigger game, which would be fine but the other aspect of it is that the encourages farming/grinding.

I agree. Being part of a larger game means serving many masters. Being a very … unique addition to the ecosystem means we have to find our niche and how we relate to all the pre-existing systems. We’ll be tweaking a lot of those parameters for our next release based on what we learned with World 1.

Nintendo hard only appeals to a niche within a niche. The ping thing is certainly an issue that 8-bit games didn’t have to deal with, so I don’t think normal mode SAB will get Nintendo hard even in the last world because we want as many people as possible to be able to do it. (It’s going to be a tricky balance to not make it too easy in order to accommodate those with bad ping.) But future Worlds will be much much harder than World 1. And hard mode will be there for that niche within a niche who have good ping and want to punish themselves.

Inculpatus cedo.9234:

You can create a ticket with support and ask, not likely you will get an answer on the forums displaying the chat in question for all to see. Good luck. =)

Yep, please discuss privately with Support.

Nuvo.5014:

I was buying Superior Sigil of Preception and the game with the account problem of 15 min ago make me buy 4 Superior Sigil of Preception, When i just need 1. I want my gold BACK

I don’t have access to your exact situation, but I know that Support will try to help you. Please visit Support (above) and use “Ask a Question” to submit a ticket.

Ellieanna.5027:

All of the information you first provided and be obtained from anyone who gains access to the account. If I hacked your account, I have most of that, then I can use that information to change your email and you’re done.

The 2nd bit of information only the person who purchased it could have access to. I can’t figure out that information just from logging in.

Draygo.9473:

Paypal has your street address, arenanet has your street address, telling them what it is isn’t going to hurt you. See: Paypal’s Website

Not answering the question may delay the response. I don’t have any idea why you think this is an intrusion of privacy or what not.

They already have your information

And it is not excessive, this is a standard way for a company to verify an identity to make absolutely sure the person they are dealing with owns the account. Fraud happens every day and if companies are not careful a hacker could fool support into changing the email address. They could easily figure out 8, they could guess 9 with probably around a 50/50 success rate, and put ‘I forgot’ in on #10, or lift it from your email account.

You are being needlessly paranoid and combative. Anet is following a security minded business practice here so they arn’t fooled by frauds just trying to gain access to your account. Compromise through convincing a support agent to change an account password has happened before, email accounts are what control access to your game account, do you want it to be easy for me to open a bogus support ticket and gain access to your game account?

Thank you for these informative and accurate comments. A hacker gets access to a subset of information and, unfortunately, can acquire more through other means. That is precisely why we start asking for additional info. It’s for your protection.

Your “right to free speech” ensures that the United States government will not attempt to silence you. The “right to free speech” is not assured outside of the First Amendment restricting governmental interference; it is not a factor on a private game server. Information for you: http://en.wikipedia.org/wiki/Freedom_of_speech

Your warning is in the User Agreement you sign (and re-sign from time to time) as well as the Rules of Conduct, the Naming Policy, and is all explained clearly in the Conduct Breaches and Outcomes. Find these documents here: https://www.guildwars2.com/en/legal/

An external third-party program — one that does not intersect with the game — would not be assessed, much less considered as a cheat program and used to form the basis for an account termination. Normal farming would not result in account termination. Whatever “research” your friend did would naturally be extremely limited in scope.

This happened today. Your friend has hardly had time to submit a ticket and get into any sort of discussion. This forum is not intended as a place to immediately follow up on tickets. Your friend should continue to discuss with Support.

Update: I just reviewed this ticket and it was reviewed, investigated, and handled in a few hours. Your friend’s account has been reinstated. And that is why we ask that people not post in reference to a ticket until that ticket is at least three days old—because in the vast majority of cases, the matter can be resolved by Support in less than three days.

Please note this thread for more information: https://forum-en.gw2archive.eu/forum/info/news/E-mail-from-ArenaNet/first#post1807866

thebenong.2094:

On behalf of my brother, we are kindly asking for proof that he tampered or modified the game, similar to what was given to another player in the post https://forum-en.gw2archive.eu/forum/support/account/Proof-of-offense

This is with regards to ticket 130404-001167.

We have been very respectful to ANet and ANet staff with regards to trying to get this resolved amicably. We have gone through the proper procedures and channels.

Now, we would like to request to be treated in kind, with respect due to customers.

We are asking for clear proof of the reason for this ban because we are adamant and absolutely 100% confident that my brother did not “tamper or modify the game”.

My brother has no possible motive — we are casual players at best. You can confirm this with your logs. We play the game to keep in touch. You can also check your logs that our 3 accounts play together almost all the time when we are all on. My other brother and I have been long time Anet supporters since the original GW.

Please give us, your customers, the respect that we deserve. Show all the other paying customers of GW2 that you respect your players.

We wouldn’t have dared disputing ANet’s claim except for the fact that:

a. My brother is innocent
b. ANet’s banning/security system has not exactly been 100% flawless. Many innocent accounts have been banned and subsequently reversed, as documented in these forums. There is a clear history all over these forums of corrupted data, human error, etc. causing erroneous bannings.

Please do not provide us with vague responses like the generic ones provided in the support ticket like “thoroughly reviewed, maintain absolute confidence, take great care, etc.” Because we know for sure that he is innocent of the allegations you have made, we can say that your review is wrong, your claim of absolute confidence is based on wrong information and therefore you did not really take great care.

Referring again to the other post I referred to earlier, we are respectfully asking for the same thing: “All I want is 1 of 2 things, Either show me complete 100% proof…or lift the suspension because you have no proof and/or refuse to show it.”

Would it be too much to ask for ANet to not take the obvious, easy, and even lazy way out by simply pointing to the EULA and claim the one-way justice system in it?

I’m sure I’m not the only one waiting with bated breath.

Admitting you made a mistake and reversing the ban on my brother’s account after you are unable to provide clear proof that he tampered or modified with the game will show all GW2 players that you respect and value our support.

Please provide us with undeniable proof, or failing to do so, please reverse the ban on my brother’s account. He is innocent. Your system is flawed.

Thank you.

This is not the place to come to protest the actions of the Support Team. And no, we will not provide the details you demand, for this simple reason: To tell someone how we caught him for cheating is to tell everyone how to cheat. Now, most players — being legitimate players — won’t take advantage of that information. But some will. We won’t encourage cheating or provide a tutorial about how to do it by giving the details that were used to establish that someone breached the User Agreement or the Rules of Conduct.

I did discuss this with the team on Friday, though, and I can tell you that no one believes for an instant that there was an error made. And we’re all pretty sure, judging from your brother’s final comment in his ticket, that he knew precisely what he was doing, and that he knew he was doing wrong.

There is no “flaw,” except the flaw in judgment that lead someone to cheat, or to believe he could cheat and not get caught.

Subject closed.

So, we do read the forums.

Right now we’re thinking this ability will go back to being unblockable, as will Currupt Boons. We still want you to need LOS to your target, however. We want these skills to have fun back/forth play on them, while being fair for both sides (the attacker and defender). Keep in mind, these abilities can still be evaded.

And thanks for all the constructive debate in here, great job!

Update: 12 April 2013

130319-001510 Resolved
130328-002456 Apologies — this was closed in error! I have pinged the team leads to get attention ASAP
130411-000496 Under review
130105-002862 Asked for another review today
130319-000656 Final answer provided March 29th. The account will remain closed
130404-001167 Final answer provided April 8. The account will remain closed.
130404-000654 Final answer provided April 8. The account will remain closed.
130327-001576 Final answer provided April 3. This account is closed due to disputed ownership. It will remain closed.
130405-000618 As the team has explained, we can only assist the account owner.

Notes:

• Reviews of issues related to botting, RMT/gold selling, and fraud can take time. Please be patient.
• ONE post per ticket will be accepted. Follow-ups, if necessary, should come from the same person and should allow at least another 48 hours before being posted.
• No petitions, no testimonials.
• Don’t file duplicate tickets — they slow down your resolution. Submit ONE ticket and update it if necessary. Thank you.

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum. Provide your 12-digit incident number in every post.

Update: 12 April 2013

130319-001510 Resolved
130328-002456 Apologies — this was closed in error! I have pinged the team leads to get attention ASAP
130411-000496 Under review
130105-002862 Asked for another review today
130319-000656 Final answer provided March 29th. The account will remain closed
130404-001167 Final answer provided April 8. The account will remain closed.
130404-000654 Final answer provided April 8. The account will remain closed.
130327-001576 Final answer provided April 3. This account is closed due to disputed ownership. It will remain closed.
130405-000618 As the team has explained, we can only assist the account owner.

Just be sure that you clear the characters, because if you delete one holding gold or items (that are not soulbound) you will lose them. Naturally, soulbound items cannot be used by a new character.

Our system will always send a response, and you will then hear from an agent very soon. If you see nothing, check your Junk folder and your Spam filter. You might also update your ticket through the Support interface.

This thread was posted only 45 minutes ago, so please be patient.

The team can inform you as to whether you will be eligible for an account restoration.

I understand your concern, and it’s not the first time I’ve heard it. I agree it would be nice to merge things into a broader system, but I don’t think it’s possible because of the way the games are individually designed.

Our support team can help you get back into your account. Get in touch!

Please update your ticket to ask about the possibility of moving your account to the former game world. The team often is able to make such an adjustment, but you need to discuss it with them, please.

(And I <3 the Czech Republic! I was in Prague and other areas of your country two years ago and it is amazing!!!)

First, suspensions are temporary. Terminations are permanent. The message that you are seeing mentions a permanent termination. But I imagine if you attempt to log in again, you’ll see that the message not mentions that you were suspended.

I checked the ticket and it includes crude language, and I noted that the account is suspended for three days. If you have continued questions, please update your ticket.

Stay tuned…

I think you should contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. For tips on what information to provide in a ticket, please read this post and provide as much as possible to expedite the ticket.

Adamentalist.3872:

The recent light of these ‘emails’ i would like to know if you, Anet or Guildwars 2 have a security issue which is why are email addresses have been linked to Guildwars 2?

Nate Anabe.6091:

Considering the fact that the one i got was to an email address that was not ever affliated with either Guild Wars its highly doubtful that a-net has been breached.

ArenaNet has decidedly not been breached. This is an external effort and pretty easily detected as such.

Sylv.6514:

Gaile Gray.6028:

Sylv.6514:

I just received one of these and was going to post a thread asking about it. I am glad to see it is a scam that is being addressed.

{removing link in case this exposes any account info}

Hey there. I worry the image may show personal account info, and because we don’t need to see the image, I’ve redacted it. Hope you don’t mind!

Oh, and I’m glad this thread was helpful to you.

Actually i edited out any info that would give away my account. I don’t really mind it being removed though.

Oh thanks for doing that, Sylv. I have a tendency to act right away if I perceive there may be a privacy/security risk. Thanks for understanding.

VOLKON.1290:

Four more emails from these clowns today alone. Well, they’re as persistent as they are annoying.

They’re not even going to the email I have my account tied to, which is relieving.

You are very wise to use a separate email for your log-in, and not a general one that is more vulnerable to attack. (And yes, they are persistent. )

I suggest you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you. You will need to establish that you are the account owner, of course, so for tips on what information to provide in a ticket, please read this post and provide as much as possible to expedite the ticket.

Mif.3471:

JonathanSharp.7094:

A couple things:

• For PvE/PvP/WvW, we know that those are 3 different playstyles, we don’t just lump PvE and WvW together.

Considering WvW and PVE use the same skill values, yes you do.

We’re starting to split PvE/WvW in the upcoming patch.

But we want them to be things that keep consistency across the game types as much as possible.