Guild Wars 2

Hey everyone! The programmers have been hard at work addressing this tournament issue and have made some substantial progress. For those of you whose accounts have been affected by this bug, we’d like to know whether you are still unable to join tournaments or whether the issue has been resolved as of this afternoon. If you are able to get in: wonderful! If you are still not able to enter tournaments, however, please reply to this thread so we can follow up on the issue.

Thanks, and good hunting!

Hey everyone! The programmers have been hard at work addressing this tournament issue and have made some substantial progress. For those of you whose accounts have been affected by this bug, we’d like to know whether you are still unable to join tournaments or whether the issue has been resolved as of this afternoon. If you are able to get in: wonderful! If you are still not able to enter tournaments, however, please reply to this thread so we can follow up on the issue.

Thanks, and good hunting!

Acrux.4725:

Hello Arenanet,

Posting on behalf of my friend who got the account hacked about 5 days ago. Ticket number #120910-000015. Hope you guys will be able to look into it asap.

Thanks!

That ticket is 3 days old. Please post in two days if he still needs help.

Brown.4206:

GaileGray.9587:

Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.

280 dollars of fraudulent charges is now “silly”. My bad, Gaile.

Your comments about priorities was the silly part to which I referred. I’m sorry if you misunderstood.

This issue has been escalated; we are concerned about this and will try to resolve it very quickly.

Inviction.2945:

Gaile please help me out. 12 days now, with not 1 reply from support. Ticket number is 120901-009025. Seeing people who may have waited much less time getting help is really frustrating me.

I’m looking at your ticket and it makes my head spin. Mostly it looks like you have two issues that we should help with: a means to link the accounts (where you created two accounts) and the restoration of missing CE items.

If that’s the case, the CE items were restored at some point, and I believe they may be restored again at a later date, but I don’t know that for sure, nor when it might happen. The most critical thing, I think you’ll agree, is linking your accounts. If that’s what you need, please let me know.

Kazim.2043:

For example one player advertising an item on shout, and made a deal with another player through chat. He sent the item through mail, but the second player did not pay back.

Is it considered officially as a scam?
Is it an official offence that might have consequences?

Yes, you can report that player as Scamming.

Using the trading post is a safer method of trading and simultaneously makes the game more robust. We believe that between mail and the trading post the game is much safer and still contains all the functionality needed.

Hey all!

We may not have time to respond to all of your threads because we’re so busy, but we are watching! Thank you for all of your ideas, concerns, critiques and suggestions.

Very soon, I’ll be posting blogs about the things we plan to do, so watch for those. You know our policy – we try not to make empty promises, and we try to tell you about things only when we feel they’re ready to be talked about.

So in the upcoming blogs I’ll be updating you guys on things coming out soon.

Stay tuned!

Nals.5302:

So I’d like to see what the devs say about this.

Oh, hi!

…and you need to meet one of it’s leaders, a strange Sylvari known as Traeherne…

Who gets introduced to you as someone you’d have never met, acts as if he’s never met you, and talks about his race as if it was something you wouldn’t know about.

The entire game after the Order storyline feels like Sylvari wasn’t done at the time, so they just get the same lines as everybody else. That’d be fine, but we know far more about this stuff going forward then a human would, so it’s really jarring to have to “meet” Caithe and Traeherne, or “meet” the Pale Tree when we’ve been the Herald of the Sylvari and a good friend to those to for a solid 20-30 levels before that point.

I’m just curious if it’s a bug, or if Sylvari did get written last and this part got forgotten, and if there’s any chance we could get some actual replaced cutscenes or something.

That silly Trahearne. He is intended to remember you, he must have been in one too many battles as of late. Things have been a little crazy in Tyria with the dragons awakening and all.

We’ve got a bug in for that and will get it all sorted out. Players who haven’t met Trahearne should get that sort of reaction, but those who know him get differenet treatment. Thanks for pointing this out to us!

Thanks for the report! I would first start with updating your Windows to Service Pack 1. You can do this by clicking the “Start” button, selecting “All Programs” and clicking “Windows Update.” You will want to ensure that you download all the critical updates for Windows.

Once you’ve done that, I would recommend a clean installation of the newest AMD video drivers: http://support.amd.com/us/gpudownload/windows/Pages/radeonmob_win7-64.aspx

Please let me know if these updates have any affect on the issue!

Ticket Updates — 13 September 2012 — Part 2

120904-009096 Resolved
120905-009559 Resolved
120906-008535 Resolved
120906-008905 Resolved
120907-003858 Resolved
120907-004050 Resolved
120907-004304 Resolved
120907-005353 Resolved
120907-005707 Resolved
120907-005941 Resolved
120907-006342 Resolved
120907-007801, 120905-009093 Resolved
120910-005075 and 120905-001814 Resolved
120907-005946  Resolved
120907-007982 Resolved
120907-008529 Resolved
120903-004443 Should be fully resolved within 24 hours.
120908-000014 Escalated for review.
120902-005230 Escalated for review.
120906-003683 Escalated for review.
120907-007931 Escalated for review.
120907-002246 Account appears to have been purchased with a fraudulent credit/debit card. You may wish to continue to discuss this with Support.;

Hi Simocrates,

Could you please attach a Game Advisor report to the thread so we can see why you might be experiencing this issue?

You can download the Game Advisor application by clicking the link below:

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

(Note: you will be automatically prompted to download the application after clicking the link)

Hi Criblica – What is the full error message that you receive? Additionally, could you please attach a Game Advisor report to the thread so we can see why you might be experiencing this issue?

You can download the Game Advisor application by clicking the link below:

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

(Note: you will be automatically prompted to download the application after clicking the link)

VeniaMors.1084:

120826-004162

12 days and still no reply from ANet support about my hacked GW1 account, so I can’t access my Hall of Monuments at all.

Also, I never received an e-mail saying that my issue was marked as resolved, so it can’t be that either.

This has been resolved.

Cwright.6459:

I’m using a friend’s account to post, because I cannot access my own.

My ticket (Ref # 120907-006736) is now 5 days old, however the issues has lasted a week. I closed an older ticket because it seemed like I was not going to get any other responses (though now I think that may have been a mistake). The current ticket (see number above) received an automated and a personal response within a day or two, but I quickly responded that that was not the issue (it is not a username/password issue). My account email and info has been changed by someone else, not me, and thus I cannot access it.

I would really appreciate help soon recovering my account.
I know you folks have a lot going on, and I really appreciate the help. Maybe take a coffee break after you read this, but then, resolve my issue. Thanks!

Jbrown.5109

This is resolved.

bunchafunk.7349:

posting on behalf of my brother, who is unable to log in. his ticket number: 120911-001278

This ticket is 2 days old. The subject line specifically mentions "5 days and older). While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. You may follow up in 3 more days.

Kellet.9765:

This is the second post that I have posted in this thread about the issue with my husbands compermised account. He is unsure as to why he can not play, weather he was hacked or banned or such. It has been six days now since he has been able to play the game. There has been no reply at all and he has not recived any e-mail from the support staff. He has closed all other tickects besides his main ticket pertaining to the issue, ticket number 120908-004401. We don’t understand why the issue has not been addressed when they are saying that all tickets that are older than five days are being taken care of. He also sells your product and is trying really hard not to give negative input about the game. He loves the game and tells people how great it is but at the same time he has been unable to play for almost a week for a reason that is unknown to him. Please fix this today or at least give us some kind of feed back today. Thank you.

This appears to be resolved.

Waypoc.6125:

That being said, what about the role of a Guardian as defined by it’s very name? Who is he guarding if not the group? Which brings me back to one of my suggestions above; having just a touch of aggro generation added so that when the group is going down, the guardian can draw aggro and and then plop down the wall of reflection you mentioned thereby allowing the group to recover a bit.

That’s why position is actually important in Guild Wars 2. Most of the guardian’s absorption/reflection abilities are sphere or lines. Wall of Reflection is an actual wall about 10 times the width of your character; plenty of room to protect your party. Then there’s abilities like Virtue of Courage (F3), which is not exactly a sphere of blocking but it applies a free block to every ally within range.

The main idea is that the combat and skills should keep you paying more attention to the game world than the various arbitrary numbers, bars, and meters typically associated with MMORPGs.

milo.6942:

tl;dr: “Play now” button needs to strongly prioritize servers with player imbalances (very possible it does this already) and be put in a super obvious place like stuck to the side of the screen when in the heart of the mists. Keep everything else the same. Problem = largely solved.

Great suggestion. Promise I’m not just saying that because we’re already working on it.

Jon

Wasnstress.4205:

My account was hacked about 5 days ago so I’m going to post here (from the account of a friend because my account name was changed).
All important information is into the Ticket so I won’t spam a lot.
I hope you can help me with my problem so I can play again.
120909-004592

This appears to be resolved.

Atsuki.4125:

Hi there,

Been more then 5 days, and still no update.

Ticket number:
[Incident: 120907-005941]

Thank you.

On today’s list — hope to hear tomorrow.

unbrokn.1950:

Posting this for someone who is unable to log in:

120907-004304

Thanks.

On today’s list. Hope to hear by tomorrow.

Bishop.4612:

Username:Brutis.5372
Ticket #:120907-008529

Seems to be resolved.

Segnabora.8942:

Hey Gaile

Just wondering if my Guildmates Ticket (see below) has been put onto the prioritized list of ticket numbers? He’s a patient bloke and just wants to get back on line, or else he may have to start playing NHL13 (since there’s an NHL lockout now)

He knows that the major part ATM seems to be the disconnected emails for GW1 & 2, but the original ticket was mainly based on the linking of GW1&2, but since the request of information it seems as though this ticket has either been swept under the rug or not placed into que.

Can you please send out an update please, as this ticket seems to be dragging past a week (Sept 6)for the 2nd request of all information (GW1&2 codes). Please let the CS know that one of the emails listed in the Ticket is no longer used, and it states that the master account email is correct (this maybe the reason that he is not recieving emails about the ticket updates)

Thanks for the great work….

Segna Bora

Segnabora.8942:

Please review the following:

User Name: Misterx.6153 -> New Display Name: 603E9F12-3098-494C-94FA-4A62F441A1EB
Ticket Number: 120827-003725
Guild Wars 2 Link/Unlink – Info Requested
Updated 2012-09-10
Additional Information Sent Sept 6
Closed on Sept 10 per email sent (found in Spam), Ticket Status Re-opened Sept 10
Waiting over 6 days

Emails are now broken/unlinked to GW1 and GW2. Unable to log into either game
Unable to use email to log into forums, plus Display name is also broken, updated to above ticket number
Awaiting email response

On today’s list. Hope to have an answer by tomorrow.

Brown.4206:

GaileGray.9587:

Update #1 – 13 September

120826-004162 Resolved
120829-001864 Assigned to agent for billing resolution.
120829-002365 Resolved
120830-000500 Resolved
120830-016564, 120905-007995 Resolved
120830-008401 Resolved, I believe. Please update if you still need assistance.
120828-016914 We’ve reviewed and an agent should respond soon.
120831-014373 As agent replied, there is currently a cap at joining 4 guilds. This could change in the future.
120825-025535 We did one reset of missing CE item issues; this is queued for possible assistance in the future.

So a ticket involving hundreds of dollars in fraudulent charges to a hacked account using cc info that could not be deleted is less priority than joining 5 guilds? Awesome to know.

Please don’t be silly. There are many issues that have been waiting for a while, and more than 200 agents handling things. I’m posting as I get the word, but you should not make a sweeping judgment on support practices or priorities based on anecdotal evidence.

Sorry, we cannot refund spent gems or replace the item(s) with the desired item(s).

Hi Nickieponken – Are you using Mumble when playing Guild Wars 2 by chance?

People are only able to change account credentials if they know the account credentials, which is something that is happening outside of our game where a database for a forum, game, website, etc., is stolen and where the player is reusing credentials — something we’ve warned against for years!

Someone can try all day and night to change your email address, but they can only do that if they know the email address and the password. They can try to reset the password, but that is only processed if you confirm it.

Account security is important to us, but the principal owner of security is the account holder him- or herself.

Carrot Nebula.5984:

JonathanSharp.7094:

we’re in meetings with our teams to get you guys the stuff you need.

-Chaplan

What I need is to be able to play tournaments in general. I have been stuck in a bugged out tournament roster for two days now and as I am part of a competitive focused guild this is incredibly frustrating. It’s nice that you guys are working on tournament stuff that you said you would work on but please fix this horrendous bug that seriously hampers the pvp experience for myself and others.

I’ve been told by Steve (our server programmer) that a fix just rolled out that should cover this.

Let me know if your issue is resolved in the next live build.

-Chap

This ticket is 1 day old. We are helping most people within 48 hours, although sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: At the point your friend’s ticket is five days old or older, he or you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

If someone has your account name and password, how do you suggest that we protect the account? We have one form of authentication and will soon have another. We’re putting in safeguards for players. But in the end, those being affected by this problem are not using appropriate security measures, most likely are using credentials that were used elsewhere, giving a would-be thief the info s/he needs to steal the GW2 account.

Please check your email. An agent got in touch today and we can help you very quickly when you respond.

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.

Dereks.7618:

bin band for over to weeks and nothing onley had 8hrs in game time and was perm ban made 2 tickes and got auto responses im starting to losse my cool dont lke paying 60 bucks for somthing i cant use

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 answer your questions.

The advice you’ve received is good. If you’re loving the game, try adjusting your settings. But if you want a refund, just contact support — support.guildwars2.com — and we’ll help you.

The option is currently not available at the present time. And yes, a strong, random password that you use nowhere else would be very helpful!

Paragus.5948:

Thank you. This issue seems to be resolved now all of a sudden.

Great, glad to hear it!

I believe that we will be offering name changes in the Gem Store sometime in the future. Hold tight and you will be able to change that name.

This ticket is three days old. While we are helping most people within 48 hours, sometimes we need to wait for more information or at times the process takes longer. We have a means for you to follow up, if you wish: If your ticket is five days old or older, you you are welcome to post in the Tickets for Review – 5 days and older thread and we’ll get it on our review list.

Mausler.3748:

Thanks for implementing a straightforward way of removing the saved credit card info: In the trading window, press “Buy Gems”. You get into the window with payment options. Next to your saved credit card, there is now a button to delete it.

And thank you for pointing that out, Mausler!

Please submit a ticket. We’ve done one distribution of items, and you may be included in a future distribution. Only Support can tell for sure.

We’re helping most people within 48 hours. But we have a backup that you can use. If you do not hear for five days, you can post in the Tickets for Review – 5 days and older thread.

It’s true that we’re helping most people within 48 hours. But we have a backup that you can use. If you do not hear for five days, you can post in the Tickets for Review – 5 days and older thread.

Oh wait, you’re a Raider fan? That’ll be 10 days for you, buddy.

Thanks for the participation everyone. This particular conversation has certainly run its course so will now be closed.

The ticket is two days old. Please update in this thread if you still need help in 3 more days.

Thanks for the report!

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. If your issue is not resolved by using MSCONFIG, please generate a new Game Advisor report prior to disabling MSCONFIG. That way, we can see what, if anything wasn’t disabled by these steps.

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.

We are always looking for suggestions! If demand for an item type is great enough, we’ll definitely look into it!

DABhand.2079:

Good evening Gaile, could you by any chance send an internal memo to Tim in Accounts to deal with my ticket as a day or 2 per reply is not great and I would like my situation resolved quickly.

I would love to be able to chat with someone, but the chat system is NEVER on when it comes up to a day it supposed to be available its then not, and the never ending cycle of on off continues with the chat.

Ticket is 120905-008216 (re:120829-017005)

Here is your update:

• Your tickets have been reviewed and the agents involved have offered what help we are able to give. Reading through the two lengthy threads, it appears you are unwilling to accept that assistance but continue to demand refunds, refer to laws that are irrelevant to the issue, and threaten legal action.

• We cannot and will not refund money that was not paid to us, which you have demanded.

• We will not “de-activate the cd-keys so that (you) may resell them.” That is a violation of the User Agreement to which you agreed, and is absolutely forbidden.

• You have full details about how to proceed with legal action if that is your decision.

• No further discussion of this topic is welcome in the forums.

We definitely have a lot of discussion on what kinds of skins or armors should be made. We understand that some people want armors and skins like the OP, while some others want a more realistic war uniform. We will always try to provide what is wanted, and we must also preserve the online world of GW2.

So: Your welcome! We’ll see what the future holds!

While we understand the want for P2P trading, we feel that the Trading Post works well for accomplishing fair deals and keeping individual users protected from those with less-than-pure-intentions.

Again, while we know that the majority of players would use a P2P system within its intended design, creating they system may place the global economy at risk, as well as some players.