Guild Wars 2

Update — Tuesday, 18 September: Part 1

120824-003258 Resolved
120824-006234 Resolved
120825-002660 Resolved
120826-000505  Resolved
120829-016223 Resolved
120831-014142 Resolved
120902-008437  Resolved
120903-004086, 120827-002060 Resolved
120903-007670 Resolved
120904-004088 Resolved
120905-000663 Resolved
120905-004000 Resolved
120905-009893 Resolved
120906-000873 Resolved
120906-001074 Resolved
120909-003228 Resolved
120909-003240 Resolved
120909-004170 Resolved
120909-004213 Resolved
120909-004924 Resolved
120909-005316 Resolved
120909-005845 Resolved
120909-007232 Resolved
120910-000452 Resolved
120910-001112 Resolved
120910-001702 Resolved
120910-002635 Resolved
120910-005217  Resolved
120910-005932 Resolved
120910-005991 Resolved
120910-006290 Resolved
120910-008232 Resolved
120910-008247 Resolved
120911-000802 Resolved
120911-001715 Resolved
120911-005956 Resolved
120911-006605 Resolved
120911-007734 Resolved
120911-009271 Resolved
120916-001690 Resolved
120825-004180 Resolved by bug fix
120826-009648 Resolved – linking issue
120911-008713 Resolved — can you confirm?
120909-003690 Assigned; awaiting response from player
120904-010932 Assigned; awaiting response from player
120825-003004 Assigned and awaiting resolution. Apologies for the delay!
120910-008374 Response sent; let us know if you need further help
120902-017847, 120911-005778, 120913-006861 Player appears to have mistyped recipient’s name; we are unable to assist with this one
120904-001142 Item replacement request — unable to fulfill
120909-002932 Item replacement request — unable to fulfill
120909-004321 Information provided
120909-004502 Information provided
120827-007759 In Technical Support queue awaiting resolution
120831-010210 In Technical Support queue awaiting resolution
120826-007493 In queue, awaiting resolution
120903-011046  In queue, awaiting resolution
120903-011456 In queue, awaiting resolution
120904-002200 In queue, awaiting resolution
120905-000910 In queue, awaiting resolution
120910-006129 In queue, awaiting resolution
120825-005264, 120907-008203, 120914-001030 In queue, awaiting distribution
120825-009729 In queue, awaiting distribution
120825-033103 In queue, awaiting distribution
120825-035702 In queue, awaiting distribution
120902-005108 Assigned; awaiting response from player

If your ticket is at least five days old, and if you still need assistance, please post in the  Tickets for Review – 5 days and older [merged] thread, which is here at the top of this forum.

I think deflating is the wrong word. I think you just mean gold is scarce. And the scarcity of gold means that all items have a low value. I don’t think this is necessarily true, there are other motivations keeping prices for some items low and some high.

Yeah I would have liked to have tied it to something specific like “Stun” to encourage some out-of-the-box thinking, but not all classes have access to a stun, so we had to make it just a beat-er-up. (Also if ALL you had to do was stun her, that’d be too easy.)

The Guild Wars 2 Discussion sub-forum is for discussing Guild Wars 2. If you wish to discuss the original Guild Wars, please go to one of the fansites devoted to the original game. Thank you.

Are you trying to melee them? You have a cannon and arrow carts to thin out the undead without having to fight them directly. (I had at most 2 attack me at the arrow cart so that I had to release it, and kill them, then go back to bombarding them while they fought the Vigil NPCs.) Also, I’m not clear on how they spawned inside the keep, when there are enemy spawn points inside the keep at all. Did they follow you inside?

What class are you? I just completed it as a L26 thief, but I have a build geared towards story, so take that with a grain of salt.

This video is already being discussed in Linksville, so please go to the existing thread instead of creating duplicates. Thank you.

This topic is not productive so far, and the title is inflammatory. Tarinis.6054: if you wish to provide constructive, detailed, actionable feedback about the thief, then you are welcome to do so in the appropriate sub-forum (that would be the Thief sub-forum). Thank you.

Have you been able to open the trading post without crashing on additional attempts, or is it crashing every time?

Do not report botters on the forums. Just like any other report, it must go through the Customer Support team. Thanks.

The English text is “Incapacitate the queen”, maybe it’s being translated incorrectly?

alexandrov.8746:

am waiting 10 days for account restored
plis help me

120909-006557 Duplicate
120911-007816 Duplicate
120908-007658 Updated

thank you

Just answered today and I believe you also are set. Please report if needed.

Sathed.1489:

My account was hacked on Saturday, the 15th. I received an email on the 16th saying they had re-enabled my account. I replied and asked why the email authentication didn’t work. They didn’t even answer my question. They replied with the exact same response from the first email. I finally reset my password online, according to their instructions, but I still can’t log in.

Help?!

Ticket:
120915-006475

Just responded to a couple of hours ago. I think you are good to go, but repost if you still need assistance.

Lord vB.5639:

Created ticket on 9/12. today is 9/18 and still no answer. Granted everyone else has been waiting longer, but my issue is that of a refund and I’m wary of the time frame in which one can be issued.

no reply yet as of today…

Reference #: 120912-006060

Looks like that was processed today. Can you please confirm?

OllieXTrick.9643:

A response to either tickets would be nice, please, as I’ve waited almost a month now for the resolution and assurance that my account can and will be safe.

[Incident: 120903-001767]
[Incident: 120824-008715]

I see a response on 9/11 — did you get that? Did you perform the steps outlined? Please let me know as it seems that the agent felt the issue was resolved.

Strekios.6740:

Greetings.

My ticket was submitted on the “08/30/2012 at 01:26 PM”.
Reference : 120830-013442
The issue was fixed two weeks ago (“Bad Blood” – Exiting the conversation will no longer arbitrarily lock the player into a choice”) but only for new players.
I’m still stuck in a choice I didn’t made, also my “My Story” tab is bugged. The quest is level 36 and I’m now level 80. I have been waiting for nearly a month to be able to continue my Personal Story. I got only automated replies since the patch. My ticket was closed and I had to re-open it.

I hope you can help me,
Thank you

As I read this, I thought “This sounds more like a bug than an account issue” and indeed that is the queue in which your ticket resides. I would suggest that you pursue this in the bug forum although I can add it to the review list, it’s just that the crew helping me with these generally is not the same as those working on bug reports.

I don’t see anyone waiting as long as you worry about to get onto a transfer. With the open/free transfers, I think you’ll be able to get onto a server very soon. Alternately, ask your friends to join you on a low-population server — it can go both ways!

There were technical reasons why we had to implement it this way, but thank you for voicing your ideas and opinions.

Antares.3984:

I submitted ticket# 120828-016512 on launch day (8/28) due to being unable to apply a retail key to the pre-order account I’ve been playing on. I’m now stuck with a blank account and cannot access the characters I created during the 3 day headstart.

Although I acknowledge the monumental task of assisting all the people with hacked accounts, I cannot help but feel extremely disappointed in Arenanet support. I have been extremely patient and have done everything they asked of me i.e. not submitting a second ticket, updating the ticket with relevant information.

Despite all that I have done, they close my ticket, which I promptly reopened, and haven’t heard back from them since then. I have not played the game since launch because I have every intention of keeping my original characters.

What do you think a customer is supposed to do at this point?

I know the question is somewhat rhetorical, but I want to say thank you to you, as well, for your extreme patience. Obviously, this goes on today’s review list and I expect I will have an answer by tomorrow.

dizlegion.5630:

Antares, I can sympathize, I’ve have a ticket opened as well since 9/4 that was closed which I also reopened and have yet to receive a human response from anyone at ArenaNet.

I’m highly disappointed with the support being offered. This is the first company that I’ve ever worked with that has left me hanging this long on an issue.

Could I get that 12-digit incident/ticket number? Do I already have it? Just checking — we want to help!

Rohan.6954:

I’m really not sure what could possible be resolved by posting this info here, but as requested…

Information is in my signature.

I’m sorry, I do not see a ticket number in your signature. Could you please provide?

Grizzly UK.1209:

Grizzly UK.1209:

Grizzly UK.1209:

Ticket submitted 25th August, still awaiting solution: 120825-035702

Received 2 responses from the Support Team, first on 25/08/2012 04:19 PM and the second on 29/08/2012 03:13 AM . Total silence since then, ticket was auto-closed on 10th Sept., followed by an email asking me to confirm if I still needed help. I clicked the link in the email and did indeed confirm I still needed help.

Still being deafened by the silence from the Guild Wars Support Team. After 21 days I’ve pretty much run out of patience!

I posted the above on the 15th Sept., now it’s the 17th Sept and still zero response! Without a doubt this is the worst customer service I’ve ever experienced!

Third time posting in this thread! I get a very strong feeling that I’m just being ignored! It’s now 24 days since I submitted my ticket and 20 days since my ticket received a response from anyone at ArenaNet!

I did receive the following reply from GaileGray 8 days ago in another thread (https://forum-en.gw2archive.eu/forum/support/account/11-Day-Ticket-Closed-No-response-Reason/first#post98893):

Grizzly UK.1209:

Grizzly UK.1209:

I’ve had my email client open since I read your post in another thread about the email being sent out and it actually arrived about 5 minutes ago in my Inbox! I’ve clicked the link and clicked on the “Yes I still need help” button. Ticket number is 120825-035702.

Great — we’ll get to that asap.

That was because my ticket was auto-closed and I subsequently received an email asking if I still needed help with my issue! Despite clicking the link in the email and confirming that I still need help, my ticket hasn’t received any further response from the Support Team!

Grizzly, I totally understand your frustration, and again, I apologize. I added this to my review list on Sunday, and I believe that two or three agents are helping me with that list today, so I do expect to hear tonight (or tomorrow at the latest). Very sorry for the delay in answering this and a few others extremely old tickets I see in the recent posts from players who have been extremely patient (for which we are extremely grateful!)

Anyway, that is why we have this thread, so please bear with us. (Get it, a little joke, with Grizzly and… ok, I’m outta here for now. runs)

Thanks for reporting this! There are actually 2 display issues here:

One is that the item UI displays rune set bonuses as cumulative across both the player’s PvE and PvP equipment (thus why it shows 12/6 instead of 6/6). However, the attribute bonuses themselves are applied based on how many runes are equipped to your currently equipped armor set, so while it may look incorrect, your character should have the correct attribute bonuses from both sets.

The other issue is that attribute bonuses from newly equipped runes do not display on your Hero panel if you’re under the effects of Level Scaling. So for example, if you are a level 80 and equip the 2 piece bonus for Superior Rune of the Undead while in Wayfarer Foothills, you won’t see the +15 increase to your un-scaled Toughness attribute on your hero panel until you change maps. If you did the same thing in Hoelbrak however, the Toughness increase would be displayed as you equipped the rune.

TL;DR: Fear not, you can use the same rune set in PvE and PvP without missing out on any attribute bonuses – it just currently displays incorrectly.

Yoshiro.4159:

Hey GaileGrey,

Hi there i am waiting still for a fix of my account, multiple people told me its a account issue not a bugg.
I even posted it in the section of buggs but no admin or gm are replying to it

Review my ticket if can thanks: ticket: 120916-005007

Sincerely,

Yoshiro.4159

I don’t know who “multiple people” are, but account issues are things like “I can’t log in” or “I was hacked.” If you’re not getting your mail, then that seems like a bug or a technical support issue to me.

Regardless, your ticket is two days old. You can add it back to this thread in three days, if the problem persists.

The change is in the 9/24 update, so it’s not on the servers yet.

Please continue working with the support team. They will do everything they can to assist you.

This isn’t about censorship, about reducing one’s “right to free speech” (which is moot in this context), or about catering to a specific group of people who object to anything more caustic than “darn.” This is about keeping the game pleasant for the majority of our players, who come from every continent and from various cultures, ethnic groups, ages, races, and genders.

It is our right to keep the game pleasant. Most would agree it’s also the right thing to do.

Frupert.7240:

GaileGray, I submitted a post on the 5-day or older thread regarding this same issue (not getting my Digital Deluxe Edition items) with a ticket that was submitted on 8/25 and you told me post in the Collectors Edition Items thread. Now you are telling Gamer Bearded to post in the 5-day or older thread… Can you please tell me where I am supposed to post my problem to actually get it fixed?

Frupert, I guess I was hoping to cover both bases. A post in both thread would not be amiss. We are building a waiting list for item replacement and mostly that comes from the CE thread, but following up in the Tickets for Review thread is a way for me to track them personally. (If you wish. that is. It’s particularly help if you note that you posted in both threads!))

Gamer Bearded.6980:

See I guess I updated to CE (of which I bought from gamestop) from the original gw2… at first it didn’t say i already added it to the account… now it says it already is added to my account. Either way I didn’t get my CE items and I have been waiting since the release to get them.

Did you have space in your mail account when you upgraded? That has been the problem for some — you have to have the slots for the items to be given. You can post in both thread, too, if you wish.

Eamil.7168:

I wager this idea is a mistake, as if you want to be technically accurate, all sites that review your game should apparently take down their videos, and all popular game players [TotalBiscuit, the Yogscast, etc.] should simply walk away from your title.

Woah, talk about reading too far into things. Review sites obviously have legal permission to record and post videos for money, and TB/Yogscast/etc. are all employed by companies like The Game Station that have agreements with numerous developers and publishers to allow for the same thing, including ArenaNet which is why TB and Yogscast were both able to post GW2 videos with ads during beta. What Gaile is saying is that unless you already have such permission – and you would know it if you did – you’re not allowed to make money off GW2 videos.

Also, this isn’t “something from SOPA.” Something from SOPA would be if the OP was slapped with thousands of dollars in fines.

Thank you for understanding. We’re not out to “punish” people for posting their videos, but like any company involved with copyright material — from this movie company to that fast-food restaurant to the other book publisher — we take reasonable efforts to protect our IP (intellectual property). Things are likely to change and more latitude is very likely to be given, but not just yet. And that is what the OP asked about and he seems fully to understand, so I think we’re good.

Hey, everyone: we’re aware of the bug where people are not getting 100% completion even though they have 100% in every map. The team is looking into it. Thank you for all the reports.

Please do NOT submit another ticket. That will delay things, not help.

Please post your 12-digit incident number in the Tickets for Review post above. Give the details you’ve provided here and we can get this examined again.

Keep in mind that different game elements put different "loads’ on a computer. I know of a certain video card the will freeze up in Guild Wars when the player enters a specific map. This is a system problem that appears to be a game problem, and that may be what Technical Support is seeing with your report.

We will be happy to review if you add it to the review thread. Thanks.

(And we do not discriminate against people from any country or region. Everyone gets the best level of support that we can ofer.)

Sure, he can get help! Please have your friend contact support for assistance. He can reach them through the support site using the “Ask a Question” tab to submit a ticket.

First, please do not bump threads.

Secondly, as far as I have seen we have had no other reports of this particular issue. The last thing I want to do is appear rude or uncaring, but honestly, this sounds much more like user error than a game or account issue. If you believe it is a game issue, please post in the Bugs Forum, giving as many details as possible.

Account restorations are not designed for replacing items acquired in error, and it is highly unlikely that the service would be or will be offered for such an occurrence. To expand the service to those instances would mean that support would be inundated with requests to use a pretty complex tool — with potential game economy impact — for what, in the overall scope of things, would be considered somewhat-trivial reasons. Account restorations are undertaken, in Guild Wars, at least, only for account compromise incidents.

We’re having an extremely difficult time trying to reproduce this, but we are looking into it. I don’t have an ETA for a fix since I don’t know what the problem is.

Unfortunately, it’s not an issue we’ve been able to reproduce, so I can’t guarantee that you’ll have no problems. If it’s the problem I think it is, it’s fixed. (In the 9/24 update.)

Gatto.5168:

Got a response back from Kenneth right after I posted this. Thank you Kenneth you rock!

I am glad that you were helped, Gatto.

Renegadeimp.8439:

Tickets are taking around 5 days to be answered atm, but in some circumstances they are taking a lot longer.

No, this is inaccurate. Tickets are usually resolved in less than 48 hours. As the case in this thread illustrates.

Based on the issues that are continuing to show up, we’ll be including additional fixes for this in our next patch. Thank you for your continued patience and understanding.

No need to apologize, I didn’t intend to sound like I was chastizing anyone. : )

I’m just trying to be open and honest: I keep asking for specific information because it’s the most efficient way for me to tackle any problems. We are paying attention, and actively discussing some broader changes we can make, if that looks to be necessary. (It’s too early for me to go into specifics, though.)

We’ve found a couple different causes for this story breaking and are testing the fixes now to make sure they work. Thanks for your patience!

Isirus.8367:

Will i be able to request to have those tokens back in the future?

Perhaps. The system was designed, in Guild Wars at least, for account compromise incidents, only. If you were “hacked,” met the requirements and qualified for restoration, then the account could be “rolled back” to a point prior to acquiring the items. However, the feature is not yet live, and anything you get from the point of reinstatement to the date of restoration would be lost in a “roll back.”

I think it would be a rare occurrence where someone was willing to stop playing, or was willing to give up all his/her attainments and acquisitions, in that timespan.

Questions of how the account restoration service works and when the system will be released are very much the developers’ area of expertise and we hope to be able to provide some details soon.

Honestly, vague answers like " all of them" are not going to get addressed efficiently. There are over 400 story steps, and when I get specific information like “X step in story Y was too hard for my Z character” I can go in, look at the story step, and make reasonable adjustments. If you look at other posts in this forum where we’ve received specific, detailed infomation on story steps that are too challenging, we’ve tried to go in and address them as quickly as possible. With 8 classes and a vast array of traits and utility skills, it’s extremely difficult for us to make every story step perfectly balanced for every player. (And “balanced” is a term that has vastly different meanings for different players.)

Isirus.8367:

I got hack, like many other people and i did the 100% completion on my guy so i got the 2 token of exploration. of course when i got my account back they were both gone, really i don’t care about much else because i did have 22g on my account.

Is it really impossible for them to give me my token of explorations back? i really have to level up a new character and do that all over again!? Take all the gold away i don’t care just give me my tokens of exploration back please!

It is not possible for the account to be restored at this time. Nor is it possible to generate items to hand out. We will have an account restoration feature in the future.

Unfortunately, it looks like our fix for this in the last build didn’t take; we’re testing alternative solutions now. Thank you for your patience as we continue to work on this!

Hello Draken, could you please post some details on your system, such as model, processor, graphics card, and OS version (Snow Leopard, Lion, Mt. Lion)?

Also, have you tried closing the launcher, and restarting it?

Thank you

The instance entry is actually in front of the Ebonhawke portal. We used to have the entrance in Ebonhawks but people who didn’t know how to portal to Ebonhawke thought they had to cross the Fields of Ruin (a higher level zone) so we explicity set it in front of the portal. Approaching the marked area should being up a prompt asking if you want to continue “A Fragile Peace.”

This is better suited to the Suggestions forum, I think.

Regulater.9628:

I had amassed a rather nice supply of colectibles before I was hacked. Now they are all gone. Will I get them back? This is a deal breaker for me.

Sorry to hear you were hacked. I hope that your account is now fully secure, with a unique password and so forth.

At some point in the near future, we will be able to offer the account restoration service that will “roll back” the account just prior to the compromise, in which case your items will still be intact. There are certain requirements for this system to be implemented for an account, but many happy Guild Wars players have taken advantage of the system.

We are gathering the data now, so when the system is in place you could theoretically be restored to your pre-compromise state. However, since we don’t have a release date, and since you’d lose all that you acquire between reinstatement (resumption of play) and restoration, most players are going to elect to let it go and simply move on with their reinstated, re-secured accounts. I do believe you will have this option, but again, I cannot say when the feature will be offered.

Pvp.2758:

I just recieved an email with this “[Incident: 120918-004658]” and when I go to see my ticket I created before, it says denied permission.

& when I go to log in my support account it says the account is locked.

Can you respond to the email? If so, do that.

Are you sure that the client is not being minimized, rather than closed? While in full-screen, pressing Command+Tab (Windows+Tab with a PC keyboard) should minimize the game, then holding Command and pressing Tab several times should cycle through the open applications, allowing you to bring Guild Wars 2 back up.

Hi,

Please have a look into this thread regarding your problem.

I will now close this thread.

Attempting to trade for a tiny amount of gems is a special circumstance due to minimum values set by the server.

I’m not a writer, so I don’t feel comfortable discussing the story and characters. In particular, there’s little value in trying to get into a debate over the story. Honestly, it’s highly subjective, and some folks like it, and some don’t.

Support can help you with this. You can reach them through this page: http://support.guildwars2.com/. Use the “Ask a Question” tab to submit a ticket.