Guild Wars 2

CorneliusCoffin.3169:

I just got banned today for saying that hating Germans would be nationalism and not racism. I wasn’t the one who said he hated Germans (I am German in fact), nor did I insult anyone else. Somebody, appearantly took my statement the wrong way, or I don’t know what and I got banned for racism (almost ironically)
It really seems to me like noone looks into these reports.

If you’re concerned about this — and I understand your point about the confusion — please submit a ticket and explain. The agent can check chat records to see what was said, and by whom.

Hey,

Glad to see that your problem is solved. For this reason, I will now close this thread.

Thanks.

Hi,

As stated by Michael, please send a request to our customer support for this kind of concerns.

Thanks.

Hey there, Popcorn.

Please, check this thread, to see if the solutions there stated can help you in any way. Most of the times you need to re-visit the Chantry of Secrets in the Bloodtide Coast. If this is not the case, please, contact Customer Support.

Hello Arx.

We understand the situation here but rest assured that your account will be restores as soon as Customer Support sees your innocence (as it already happen with your friend). I see that your ticket is quite recent so please, I would ask you to remain patient till Customer Support gets back to you. If the ticket goes three or more days unanswered, please, proceed to write that reference number in the following thread.

Thanks.

Hello everyone.

Thanks for that quick answer, Curae. Since the question has been answered, we proceed to close the thread.

Hello everyone.

Since the question of Ushiromiya has been answered, we proceed to close the thread. Thank you very much to the others for your answers.

Hello everyone.

We are aware of the fact that there is no proper tab for reporting these attitudes so I will forward this today to the team. For the time being, you can select the “scamming” option or alternatively you can send your screenshots and details of this particular incidence to Customer Support. Both ways help us.

We close the thread now.
Thanks for your understanding.

Hello everyone.

Miri´s question has been answered correctly so we will proceed to close the thread.
Thanks for all your quick contributions!

Hello everyone.

Yes, the team is aware of this new kind of bots and aware as well of the fact that they are considerably harder to report. I will pass to them today again these concerns but in the meantime we would ask you to keep on reporting as much as you can with the already existing tools (in-game tools and external ticketing system with screenshots). The more you report, the better the game will be for all.

Thank you very much for your patience and continuous reports.
We really appreciate them.

Hello MysticMelody.

We are aware of the frustration this situation may bring to your gaming experience and the team is working on a solution to these particular incidences. In the meantime you can try and contact Customer Support although I would not build my hopes up as there is quite unlikely that they will bring to you those items, I am afraid.

Thanks for your understanding and sorry for the inconveniences.

Hello everyone.

Scramble, the forums are not the best place for letting us know. As already stated by the other users, the best thing players can do is continue to report every incident of suspected botting behaviour you witness using the in-game ticketing system.

Thanks for the continued reports and everyone’s patience. It’s greatly appreciated!

Thanks for letting us know, Worchester. Should this happen again, proceed to post it again here or even better, send a report through the in-game reporting tools or provide with a report to Customer Support through the normal ticketing system.

Thanks!

Hello everyone.

Glad to know that you got a solution for your problem, Nicklin. And thanks for your contribution, Spaceman. Since the question has been resolved, we proceed to close the thread.

Hello Zhasona.

We understand the frustration as this seems to be a wrongful banning. Rest assured however that the moment your friend is proven innocent, his account will be restored immediately. Please, bear in mind that Customer Support needs also time to sort things out and the banning occurred today so he should wait for a while. If the ticket has gone unanswered for more than three days, please proceed to write the reference number and a brief description in the following stickied thread and it will be taken as a priority.

Thanks for your patience.

Hello Lugnut.

We understand your situation but rest assured that the moment you are proven innocent, your account will be restored immediately. Please, bear in mind that Customer Support needs also time to sort things out and the banning occurred recently so you should wait for a while. However, as the ticket has gone unanswered for more than three days, please proceed to write the reference number and a brief description in the following stickied thread and it will be taken as a priority.

Thanks for your patience.

Hello Jsyc.

If your friend is proven innocent, his account will be restored immediately. Please, bear in mind that Customer Support needs also time to sort things out and the banning occurred yesterday so you should wait a little bit more. If the ticket goes unanswered for three or more days, then proceed to write the reference number and a brief description in the following stickied thread.

Thanks.

Hello Matea.

If the ticket has gone unanswered for three or more days, provide that reference number and a description of the problem in the following stickied thread. If not, you need to wait a little bit longer till Customer Support gets back to you.

Thanks.

Hello Decrypter.

Unless the Guild name violates the rules for improper names, it is quite unlikely that you can change your guild name at this moment. However, you can still try and send a ticket to Customer Support and ask them about it, providing your reasons; do not build your hopes up though.

Thanks.

Hello everyone.

The GW2 Support webpage offers solutions to a great deal of problems and questions. Jayvux, you can choose to link your Guild Wars 2 purchase to your original Guild Wars account during Guild Wars 2 registration and you can also choose to link your original Guild Wars account to your Guild Wars 2 account after registration.

For more details on how to proceed with both, check the following webpage.

Have fun in Tyria!

Hello to both of you.

MalevolentReaper, you need to open a second ticket (as the first one is already resolved although incorrectly it seems) to Customer Support so they can have a look to this new incidence. Remember to provide all the possible details about the account so they can help you faster and if the ticket goes three days or more unanswered, do not hesitate to post it in the sticky for old tickets.

Thanks!

Hello everyone.

As noted already by some players in this discussion, no, the servers will not be down during Christmas.

Update: 24 December 2012 (Merry Christmas!)

121215-002158 Resolved
121217-002337 Resolved
121219-000434 Resolved
121219-003089 Resolved
121219-003229 Resolved
121220-000489 Resolved
121220-000489 Resolved
121220-000977 Resolved
121220-001001 Resolved
121213-001764 As explained multiple times, you are not eligible for a chest and will not be sent one.
121215-000316 Blocked for fraud. Cannot be released.
121220-002842 I believe you were sold a fraudulent code. You should seek a refund and talk to the team about getting your account released to add a legitimate code.
121221-003527 Please have your friend submit a ticket directly.
121219-002546 RMT — will not be reinstated. Final answer.
121220-002326 RMT — will not be reinstated. Final answer.
121221-003023 RMT — will not be reinstated. Final answer.
121221-002156 The charge authorization failed. You were not charged or were refunded.
121222-002635 The charge authorization failed. You were not charged or were refunded.
121124-000311 There is no issue with your account.
121116-001071 Account involved in cheating. Will not be reinstated.
121218-000260  Account involved in cheating. Will not be reinstated.
121218-000471 Account involved in cheating. Will not be reinstated.
121218-002945 Account involved in cheating. Will not be reinstated.
121129-000113 Under review
121215-001752 Under review
121217-001155 Under review
121218-000724 Under review
121219-000235 Under review
121219-000366 Under review
121219-002541 Under review
121219-003118 Under review
121220-000324 Under review
121220-000341 Under review
121220-002781 Under review
121221-000404 Under review
121221-001035 Under review
121221-002788 Under review
121219-003106 You’ve asked for chat logs. I’m not going to post them here, but believe me, the language was entirely unacceptable and the suspension was appropriate.
121213-000102 Followed up on this today
121213-002054 Followed up on this today
121214-000225 Followed up on this today
121214-000931 Followed up on this today
121214-000931 Followed up on this today
121215-002277 Followed up on this today
121217-001136 Followed up on this today
121217-002070 Followed up on this today
121218-000407 Followed up on this today
121218-002117 Followed up on this today
121218-003017 Followed up on this today
121218-003018 Followed up on this today
121218-003019 Followed up on this today
121219-000077 Followed up on this today
121220-002211 Followed up on this today

Notes:

• Botting, RMT/gold selling, and fraud reviews, and purchase rejections, take time. Please be patient.
• 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: 24 December 2012 (Merry Christmas!)

121215-002158 Resolved
121217-002337 Resolved
121219-000434 Resolved
121219-003089 Resolved
121219-003229 Resolved
121220-000489 Resolved
121220-000489 Resolved
121220-000977 Resolved
121220-001001 Resolved
121213-001764 As explained multiple times, you are not eligible for a chest and will not be sent one.
121215-000316 Blocked for fraud. Cannot be released.
121220-002842 I believe you were sold a fraudulent code. You should seek a refund and talk to the team about getting your account released to add a legitimate code.
121221-003527 Please have your friend submit a ticket directly.
121219-002546 RMT — will not be reinstated. Final answer.
121220-002326 RMT — will not be reinstated. Final answer.
121221-003023 RMT — will not be reinstated. Final answer.
121221-002156 The charge authorization failed. You were not charged or were refunded.
121222-002635 The charge authorization failed. You were not charged or were refunded.
121124-000311 There is no issue with your account.
121116-001071 Account involved in cheating. Will not be reinstated.
121218-000260  Account involved in cheating. Will not be reinstated.
121218-000471 Account involved in cheating. Will not be reinstated.
121218-002945 Account involved in cheating. Will not be reinstated.
121129-000113 Under review
121215-001752 Under review
121217-001155 Under review
121218-000724 Under review
121219-000235 Under review
121219-000366 Under review
121219-002541 Under review
121219-003118 Under review
121220-000324 Under review
121220-000341 Under review
121220-002781 Under review
121221-000404 Under review
121221-001035 Under review
121221-002788 Under review
121219-003106 You’ve asked for chat logs. I’m not going to post them here, but believe me, the language was entirely unacceptable and the suspension was appropriate.
121213-000102 Followed up on this today
121213-002054 Followed up on this today
121214-000225 Followed up on this today
121214-000931 Followed up on this today
121214-000931 Followed up on this today
121215-002277 Followed up on this today
121217-001136 Followed up on this today
121217-002070 Followed up on this today
121218-000407 Followed up on this today
121218-002117 Followed up on this today
121218-003017 Followed up on this today
121218-003018 Followed up on this today
121218-003019 Followed up on this today
121219-000077 Followed up on this today
121220-002211 Followed up on this today

SkyShroud.2865:

Please review this ticket 121222-001149
Banned without violating the T&C, maybe system fault.

This ticket was a day old when you asked for help in a thread designed for tickets at least 3 days old. Please do not post until the ticket is at least 72 hours old.

Bo Ssam.8675:

Hello. Would you mind to review this ticket again?
121221-002439
121222-000626
121223-001528
121223-001585

account : xogh12123@nate.com
account name : Jok Bal.5061

rule violation did not even once.
Have been waiting for days now.
Resolved as soon as possible for me.

Stop submitting new tickets immediately. Your case will be reviewed as soon as possible, but your answer will be delayed if you continue to file new tickets.

Since you posted in the Tickets for Review thread, I’ll update there when I have information.

As was explained on November 1st in the ticket, there is nothing we can do. This isn’t a problem on our end, but somewhere in the processing of the bank. I suggest that you try to purchase from another vendor or pick up a boxed copy of the game at a retailer. As explained, we cannot rebill a card that failed previously. (I don’t know if you could use a pre-paid credit card, perhaps, or another card altogether, but you can update your ticket to ask about those options.)

Very sorry for the inconvenience.

Zero Angel.9715:

Because mistakes happen and getting thanked for doing your best to correct the mistakes encourages positive behavior more than having a player base that you are resentful towards?

GW2 is a huge game, more than big enough for a team of 50 or 100 support reps to watch every single player and provide a reasonable response to every complaint about cheating, botting, gold selling/buying in addition to their normal support roles. With automated systems you get the advantage of fast response time vs gold sellers, botters, etc but the disadvantage in that the system will sometimes make mistakes. If there were no automated systems, the game would be more overrun with botters, gold sellers, and gold buyers than it already is. The fact that the response time towards mistakes is reasonable is a testament to how decent that ANet support is. Hopefully they will continue to improve on the heuristics that detect unscrupulous players and fake accounts so that us legitimate players don’t have to worry about the consequences of piracy and cheating on the game (like exchange rates tanking or GW2 going away because everyone just buys from gold sellers instead of supporting ANet).

I think you understand the situation quite well. We’re using the automatic review systems in place, expending a lot of effort to improve those systems (they are tweaked very often, to further refine the flags for botting), and we training more agents to monitor issues and getting more agents on board to review appeals of false-positives and get players back into the game as quickly as possible.

Yes, there is a confirmation process for spending tokens. It was designed to give players a second chance to back out of a mis-click, just as you are required to input a character’s name and click through, again, to delete a character.

The process seems well-designed to me. And I confess, in my years of playing Guild Wars and Guild Wars 2, I’ve sold things in error, binned (deleted) something, salvaged when I didn’t intend to, etc.. (Not on a regular basis, but sure, over the year’s it has happened.) And each time, it was my fault and my inattention, not something I would expect the devs to reverse, nor something I’d expect them to add a third layer of confirmation to prevent.

I accept that I wasn’t paying attention and that I “own” my mistake. I feel that each of us needs to do that, even as much as it’s a painful learning process when it happens. It’s painful, but it’s avoidable, and the answer is to slow down just a second, take the time to review the purchase /sale / trade/ whatever, and all will be well.

Hi josipva – Thanks for the Game Advisor report! Does the launcher start installing an additional 10 mb of data every time you open the client or are you getting stuck at this screen?

Additionally, I would suggest trying to disable your User Account Control. you can do so by following the steps below:

1. Go to the Search Charm and type “Change User Account Settings.”

2. In the console, change the notification setting slider down to “Never Notify.”

3. Click “OK” and launch Guild Wars 2 again.

Hi Grunblatt – 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 Weifan – This is an issue that we’re currently looking into. In order for us to better assist you with this issue I would recommend creating a technical support ticket and attach a Game Advisor report in addition to a log file. You can create the log file by following the steps below:

First, please run Guild Wars 2 using the -log command below. This will generate a log file of what is happening when you attempt to run the game. To do this:

1. Locate your Guild Wars 2 shortcut

2. Right-click and select “Properties.”

3. In the “Target” line, add -log to the end.

Note: Please make sure-log is outside of the quotes:

Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” -log

Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe -log”

4. Run Guild Wars 2, if you’re experiencing errors or crashes please run until the error or crash occurs.

Once completed, a file called “GW2.log” will be generated in your “Documents” folder under the “Guild Wars 2” folder.

You can also refer to this thread below for more information on creating a support ticket: https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

Are you guys still experiencing this issue? Generally error code 11 at the login screen means that your username and/or password are incorrect.

Hi Xandark – I would like you to try a new command we just introduced to assist players with these types of issues. To do this:

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 Port Test.”

4. Right-click on this shortcut and select “Properties.”

5. Edit the “Target” line to include /clientport 80 at the end.

Note: Please make sure /clientport 80 is outside of the quotes

Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” /clientport 80
Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe /clientport 80”

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. Double click “Guild Wars 2 Port Test” and try connecting again.

Hi Alex – If you’re still having this issue, I would like to rule out the possibility that there is another program interfering with the game connection. To do this, we use a Windows command called “MSCONFIG.”

Please note, this command will not uninstall any applications from your computer. All MSCONFIG does is prevent these applications from automatically starting when Windows boots up.

To do this:

1. Press and hold the Windows key and then hit the R key. This should bring up the Run dialog box.

2. Type “MSCONFIG” without the quotes, and click “OK.” This should open the System Configuration Utility.

3. Click on the “Services” tab and check the “Hide All Microsoft Services” check box near the bottom, then click the “Disable All” button. (You MUST click “Hide all Microsoft Services”)

4. Next go to the “Startup” tab and click the “Disable All” button.

5. Once these items are all disabled, click the “OK” button and you will get a prompt to restart your computer. Please restart your computer.

6. Once you return to Windows, please try connecting to the game again.

To reverse these settings, simply run MSCONFIG again and click “Normal Startup” on the first window labeled “General.”

Note: If you need a specific application to run with Windows but still want to use MSCONFIG, just follow the above instructions and on step 4, re-check any application you feel needs to start with Windows. Examples would be wireless connection software, mouse or keyboard applications or even security applications. Please note that security applications can often be a contributing factor to such issues. If you haven’t done so already, please also disable any Anti-virus, Firewall or other security applications for testing purposes. While we do not recommend running your machine without a security application, should disabling the software help resolve your issue we can reinstall it and work to configure the application so it doesn’t cause this issue.

If this doesn’t resolve the issue for you, I would highly recommend creating a technical support ticket so that we can look into this issue and further assist you on one on.

Hi DarkAngelzWraith – 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…”

Hi Roshi – I would recommend navigating to Documents\Guild Wars 2 and deleting the local.dat file. Once you’ve done this, please try running a repair on the client. I’ve provided the steps below for you:

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. Double click “Guild Wars 2 Repair” to start the repair process.

Once completed, please try starting Guild Wars 2 again.

Hi Awesomenaut – I looked through the crash report that you provided and while you have a few different crash errors this stood out to me in particular:

• Crash <—*
  Exception: c0000005
  Memory at address 44a9bda8 could not be read
  App: Gw2.exe
  Pid: 1456
  Cmdline:
  BaseAddr: 00400000
  ProgramId: 101
  Build: 16361
  Module: atiumdag.dll
  When: 2012-12-23T14:48:02Z 2012-12-23T15:48:02+01:00
  Uptime: 0 days 0:01:12
  Flags: 0

Particularly, “Module: atiumdag.dll” stands out as this is an ATI driver and the listed “Module” is generally an application or driver that is related to the crash. I would first recommend a clean installation of the newest AMD video card drivers for your graphics card.

Hi terroristmuffin – Do you happen to have any security software enabled? This is often the cause of the “Download Failed!” error message.

Hello everybody,
as this problem is solved, the thread can now be locked.
Thanks!

Hello Thrille,
please be so kind of contacting customer support. Unfortunately, this situation cannot be sorted out in the forums.
Thank you

It’s worth noting, while they said we’re not working on new versions of the home maps currently, they didn’t say anything about new maps in general…..

Also I’ll throw out that the work our WvW guys are doing on culling and progression systems are extremely large, these are feature systems unto themselves. For example a lot of the culling work requires re-building almost entirely the way our game compiles, loads, and handles assets in general. For many companies, this task could literally years, we’re trying to pull it off in a matter of months, these guys are rock stars.

I know some of you got the impression there isn’t much development going on here, but I was to clarify you couldn’t be more wrong. There is a boat load of very serious WvW being done, much of it they discussed in this interview. Major features require many month long projects, our hope is you’ll start seeing the major fruits of those labors starting in our February update.

You’ll hear more details from our WvW team once stuff gets closer to finalized and tested, but we think you’re going to be thrilled with the stuff that’s coming. As an old DAoC fan, I’m freaking stoked about what these guys are doing.

Players have posted saying they don’t understand why they were suspended for and offensive name or for unacceptable in-game chat. Nearly always, the name or the chat is truly offensive and that is why the account is given a time-out.

Our Support Team does not enjoy blocking people, and does so only when there is a cause.

If you feel the need to complain, please confirm that to this thread. Also, please do not post your offensive name or your crude/unacceptable/racist language in the thread, because that’s just compounding the issue. If you wish to appeal the suspension, file a support ticket. If you want to vent about the suspension, post here (following my requests above, please.)

Thanks for understanding.

It’s ok to open it if you got a second one, consider it an extra Wintersday gift. We wanted to be sure everyone got one, even if it meant some people got two (better than some people getting zero)

Hello everyone.

Just a quick message to drop a happy Christmas to all of you.
Enjoy these days with your people in and outside of Tyria!

Hello to both of you.

Since the original question has been answered, we proceed to close the thread. Thank you very much for your contributions!

Hello everyone.

Since the original question has been answered by Immortal and Starscream, we proceed to close the thread. Thank you very much for your contributions!

Glad that it worked this way, Twinklefairy.

We close the thread now.

Hello everyone.

Since the question has been answered, we proceed to close the thread. Thank you very much indeed for all your contributions.