Guild Wars 2

Where exactly is it stalling? At the Pact fortress? Earlier? Later?

Please do not use the forums as a place to rant. Doing so contributes nothing, and having to answer these posts instead of helping players who genuinely can benefit from our involvement is a significant waste of time.

The formula is not post + forum whine = improvement in support. The best thing you can do is allow the team sufficient time to address the issue you’re concerned about.

We do care about these situations, and the team will review the details and will get back to you as quickly as possible. Please allow the team enough time to review the case and resolve it.

The team will help you, but you need to give them more than a few minutes to do it.

Remember, too, that we need the 12-digit incident/ticket number in relation to any request for help.

I’m sorry that your child locked him- or herself out of the account, and that you did not retain the serial code, or were not sent it. Hopefully while this is getting looked into, the team can address that, too.

But basically:

• You submitted a ticket. That’s good.
• Then you came to the forums and spent a bunch of pixels complaining about service that the team hasn’t had time to perform? That’s not so good.
• And you offer up a weak “conspiracy theory” about us not wanting to help people? That’s nothing short of insulting.

Please give the team time to address your issue. That is what they are committed to doing, and that is what they will do. If you have input about how to improve the process, share it in your tickets so that we can make improvements.

As I’ve mentioned in the past, and forgive me if you didn’t see it, support needs to have time to address the issues that it needs to address. So creating a ticket and immediately posting in the forums doesn’t allow a team member to read the thread, must less appraise and respond to it.

Please give the team time to help you — they will do so!

And thank you to you and your brother for your support of our game. I believe we’ll get you into GW2 soon!

Jeffrey Vaughn.1793:

As far as I know, we’ve squashed the bug that was causing this, so it won’t happen going forward, but as I mentioned above, we have no way to retroactively try to fix characters that are in the wrong order. Sorry!

Please note Jeffrey Vaughn’s statements above. If your character is in this unusual situation, please note that, with our deep regret, characters in this situation cannot be fixed, moved, reassigned, etc.

Please do not ask for someone else to address the issue, or continue to inquire about when your character’s situation will be remedied. Please give Jeffrey’s comments your attention and make a decision about your character based on what he has stated.

Thank you for understanding.

It’s my understanding that this is already in place. We still have some unfulfillable orders up that we need to clean, but no more should be created.

As I said above, we do not have a way to do that. Customer Support does not have the ability to set your active story step. I don’t have that ability. We also cannot set up an automated solution because there is NO difference between a player who is in (for example) the Vigil because they chose it, and someone who’s in the Vigil because they got accidentally set there. (We were able to automate the “skipped ahead” fix because we could tell if a character had gaps in their story.)

Hi kage kitsune – Have you tried installing the latest drivers for your mouse?

http://www.logitech.com/en-us/support/game-gear/g600-mmo-gaming-mouse?section=downloads

If you haven’t already, I’d also recommend creating a Technical Support ticket and attaching a Game Advisor report to the ticket so we can look into this issue a little further one on one with you.

So I was unable to locate any issues within the DxDiag report that would explain the crash issue that you’re experiencing. Since the DxDiag only shows us hardware based information which is clearly not the issue here, I’d like to run a few more tests and possibility take a look at a bit more diagnostic information.

And so, if you haven’t already I’d like to suggest creating a Technical Support ticket and attaching a Game Advisor report to the ticket. You should receive a reply back relatively quickly.

The thread below should detail creating a support ticket: https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

Don’t worry about including serial codes or character names.

Actually, I believe you are mistaken about what prompted this request.

The actual verbiage that is displayed at the top, and the “Must be at least 8 character long” it below. Perhaps you missed the first message, but it reads:

Change Password

That password is not available. Either you’ve used it before, someone else has used it before, or it’s known to have been hacked from another game or web site. Please choose a new, unique password for your Guild Wars account.

It then goes in to suggest the use of four random, unrelated words.

I think this is what you’re running into, and not a glitch with a password that is or exceeds 8 characters, when that is exactly what is requested.

It’s really preferred that players not create a ticket and immediately post on the forums asking for help. That means that at least two team members are reviewing the same issue, and that’s an inefficient and unfair allocation of time.

However, one of our agents looked into this situation, and the person who accessed your account and deleted the character does not seem in any way associated with the person who used the character name.

I’m really sorry that that happened to you but unfortunately we do not have a means to address this matter, since taking the name away from someone else in this situation would be inappropriate and unfair.

All restrictions on who can participate in our contests are dictated by international laws. Otherwise, we would be happy to have everyone participate.

Hi guys, I’d like to collect some data from you all in regards to this issue.

Could you please provide the make and model of the mouse that you’re using?

Additionally, is this issue isolated to the one mouse?

If you’re using a wireless mouse, does this issue occur when using a wired mouse?

If you haven’t already, as it will be difficult to look into this issue one on one with every player within the post, I would highly recommend creating a support ticket with our Technical Support team so that we can better assist you while we continue to look into this issue.

Thanks for the report. It looks like nvd3dum.dll is the culprit here. The report is referring to your video card drivers. I would suggest a clean installation of the newest Nvidia drivers for your card.

Are these the drivers you’ve been using?
http://www.nvidia.com/object/win8-win7-winvista-32bit-306.97-whql-driver.html

Hi kage kitsune – Do you happen to be using a wireless mouse? Also, what is the make and model of the mouse that you’re using?

Hi there fartcannon – Could you please attach a DxDiag or a Game Advisor report to the thread so I can take a look at your system specs and look into this issue a little further?

Hi Soccerspeed – Do you encounter this issue at all using a wired mouse?

Hi Mirobi

The game client requires the latest DirectX 9 components; this is true even if you have DirectX 10 or higher already installed. Please follow the instructions at Microsoft’s web site to install the newest DirectX 9 update:

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=3b170b25-abab-4bc3-ae91-50ceb6d8fa8d

Please be sure to save the file to your Windows desktop. Then create a new folder on the desktop and extract the DirectX files into it. Once they have been extracted open the new folder and use the DXsetup file to install DirectX.

Hi viralthefrog – Could you please attach a crash report to the thread so I can look into this a little more? You can find it by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file.

Hi Tarman – That does appear to be the infamous sound bug. It is a known issue and we’re currently looking into it. No ETA for a fix at the moment but I would keep checking back, specifically in the “Game Bugs” posts.

Hi Nile – Are you overclocking your GPU or any other hardware at all? Also, if you have Teamspeak’s overlay add-on enabled this could be causing the crash as it does have some compatibility issues with Guild Wars 2.

Hi CLundkvist I’d like to collect a bit more information from you before I can come to any conclusions. Could you attach a crash report to this thread for review? You can find it by navigating to Documents\Guild Wars 2. It will be an ArenaNet.log file.

Hi Miss Fawn – I’d like to take a look at your crash report to see if there are any clues to the cause of the issue. You can find this by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file. You can attach it to the thread by clicking “More posting & formatting options…”

Hi Fallanwolf – Glad to see the issue was resolved by a Winsock reset!

All reports are manually investigated, so do not worry about falsely accusing someone – no action will be taken without an investigation first.

The best thing players can do to fight this is continue to report every incident of suspected botting behavior they witness using the in-game ticketing system. The team is continuing to work on various solutions (as seen here: https://forum-en.gw2archive.eu/forum/game/gw2/On-Botting-and-What-We-re-Doing-About-It). Thanks for the continued reports and everyone’s patience. It’s greatly appreciated!

Thanks for the feedback.

The company will release numbers only when and if they choose to. No amount of speculation or questioning will change that. Thanks for the interest, but this thread is now closed.

Oooohhh. Tough question!

Probably for me, it was just a random battle with a bunch of Ettins. I was in way over my head and started spreading the damage around since I knew I was going down. Just as I go down from the first one, I battle back and pop back up – just to be knocked down by the second Ettin, which I fought back and popped up again.

This pattern repeated 6 times (thanks to the help of some friendly passerby’s. It was a random battle out in the middle of no where important, but it was a truly heart-pounding and memorable moment for me.

Keep the tales coming folks!

As far as I know, we’ve squashed the bug that was causing this, so it won’t happen going forward, but as I mentioned above, we have no way to retroactively try to fix characters that are in the wrong order. Sorry!

As you guys have seen, Content Designer Jeffrey Vaughn is providing updates on this topic from time to time, as he is able to do so. Please understand that Jeffrey’s a very busy guy but if there’s news to share, I’m sure he’ll provide that.

Thank you for your patience.

Hey everyone,

Thanks for continuing to give us details about this bug! I just checked with one of our programmers, and he’s still hard at working tracking this one down; I’ve passed on the information about the sound slider reducing the chances of it happening as well.

As before, please let us know if you find an exact way to consistently reproduce this issue, especially if you find a way to do it outside of a huge group of people.

Thank you for your patience and understanding; we’ll continue to work on this one and update as more information comes in.

I talked to the team that leads our Gem Store initiatives, and they have said that a character name-change option will be available in the store in the future.

The name was changed because of its questionable nature. Thanks for being so understanding about that.

In most situations, the player knows that the name was offensive or at least questionable, so the change isn’t alarming. You did jus fine to post here, and of course if you had submitted a support ticket, a team member could have told you the same thing.

I’ll discuss this is an all-team meeting and see if we want to amend the process at all. (One reason against notification is that it usually erupts into a “That’s not offensive!” argument, where your reasonable approach is refreshingly different!

TL;DR — you’re ok. No account compromise here!

See the notes gathered above (thanks!). Also, the company will release information when the time is right for its release and not until then. There are a number of reasons for this, not the least of which is the massive backlash that ensues if an addition to the game gets mentioned and then does not materialize. We know waiting can be frustrating, but your patience is genuinely appreciated!

Thanks a bunch for the update. I’ll let the team lead (who was helping you) know about this. I’m pretty sure he’s aware, but it doesn’t hurt to send off an email so he can take the “check back on this” off his to-do list.

I’m sorry that we cannot give you tokens if you did not receive them. I recall a thread a few weeks ago where a player found that she did get the tokens after all, through some game mechanic of which I was unaware.

So first, check to see if you got the tokens. If you did not, again, we cannot give them to you, with our regrets.

Secondly, if you have screenshots proving abuse by another player, you should feel free to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Attach your screenshots, and provide the time, timezone, and date the issue occurred. They can look into the matter and take whatever action is appropriate in this particularly situation.

It is not reasonable to expect that we will give warnings for a breach of the User Agreement. We can spend resources issuing warnings, monitoring behavior, and following up with account actions on those who do not heed the warnings. But that takes a considerable amount of time and effort. Assigning agents to that task means we’d have fewer agents actively helping players get back onto compromised accounts, doing bot hunts, identifying game issues, dealing with gold sellers, researching bugs, and so forth.

The prudent use of our resources does not support the issuance of warnings. And quite frankly, once you start giving warnings, you go down a rabbit hole of ineffective support where you’re spending too much time talking about issues and far too little time doing something about them.

I’d like to say that the image in question is a mock-up created by artists, and does not accurately reflect the in-game result of a feature.

Hi folks.

In the interest of allowing the worlds to have a place to discuss their matches, we’re going to re-open this thread one last time.

Let me be perfectly clear here first though – we have taken the time to clean this thread up, and trust me, there was a lot to be cleaned out.

These threads are for discussing WvWvW calmly, constructive, and without personal attacks. If you can’t show good sportsmanship, refrain from calling players or guilds out on what you perceive to be cheats or unjust actions, and be polite, this thread is not for you.

I have re-opened this thread, but note that it comes with a caveat… players ignoring the Code of Conduct will not be given a free or lenient path. If you see someone breaking the rules, report the post (click the little black flag in the bottom right-hand corner of the offending post). Do not be the person that violates the rules by responding in kind.

With that, this thread is now open – remember to play fair and play nice. Failure to do so will result in the permanent closure of this thread.

Thanks!

Thanks for the report! ^^;

We’ll look into this and get him some clothes. In the meantime, I’m going to lock this thread. Thanks again!

I really encourage you to contact Support by filing a ticket through the “Ask a Question” tab on that linked page. They will be able to assist you.

I’m sorry that you’re experiencing this inconvenience. The answer may be the large pool of IP addresses used by your Internet Service Provider (as mentioned in the forum post above). So where in the past IP locations generally appeared nearby, they seem to be spreading out a bit and someone in Chicago may see “an access attempt” (by them ) in Florida. A player in the UK was getting IPs that were listed as being 400 miles distant from him, and yet they were all legitimate, and all reflected his own legitimate access attempts.

If this is a considerable inconvenience, I think it would be helpful to gather information about your particular situation. Consider filing a ticket and provide:

• The name of your ISP
• Your location
• Various IP addresses that you are asked to validate

Alternately, have you considered using Mobile Two-Factor Authentication, instead?

Hello Sniku.

Thanks for your feedback.

juicifruitz.6251:

I have a friend, who got GW2 off a website, they have been told that the site used a stolen CC to purchase from the GW2 site. Thus their account is now disabled.

If they were to get the full digital deluxe version from https://buy.guildwars2.com/en/ and then went to https://register.guildwars2.com/ entered their existing GW2 info, will this keep all their existing characters?

Yes, your friend can keep his account! It should work exactly as you describe, but if he has any difficulty, he can contact Support by filing a ticket through the “Ask a Question” tab on that linked page and an agent will process the new, legitimate code onto the account and your friend will be good to go!

Hi everybody.

The forums are not the best place to let us know about this. You have correctly used the ticketing system but we are also encouraging the players that see episodes of hacking/exploiting to send a report to the following email address, exploits@arena.net, where the issue will be looked into by the security team.

Thanks for your collaboration.

Hello everyone.

We understand your concerns but rest assured that the team is working daily to fix all the bugs that the community has been reporting. We ask for a little bit more of patience till these issues get resolved, which will be communicated in due time.

Thanks.

Hi Wuselon.

The best thing players can do is continue to report every incident of suspected botting behavior they witness using the in-game ticketing system. Thanks for the continued reports and everyone’s patience. It’s greatly appreciated!

Perfect, as it seems that the question has been resolved, we proceed to close the thread.

Hi Bowstar,
Gem purchases through the Mac Beta client were enabled in the October 1 update. Code redemption is also supported.