Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet
in Account & Technical Support
Posted by: Gaile Gray
Incident: 120911-008?272 (missing over 1 gold in funds for no aparent reason)
Not sure If ill get a better idea of what happend here, than waiting on the auto response.
But I had around 1 gold and 70 odd silver whilst questing earlier in the day, didnt buy or trade anything other than usual sell junk and a few teleports and yet when I later looked at my funds I was down to 45 silver.
Ive only the 1 character, no funds stored in personal or guild bank.
Cant help but note other people have run into the same issue and looking at account security the only IP showing logged in is my own so I would realy like to get this sorted out.
Even if its just a note showing where those extra funds disapeard to, I certainly dont intend to play a game where the currency just decides to wander out of my inventory when the mood takes it.
The forum is not intended to be used as a second place to submit an issue. As stated frequently, and in today’s Support Update you can follow up her about tickets that are five days old or older.
so i have the problem with register gw2 CE retail code to another e-mail and not link it to the pre-purchase one.
Is it possible to buy a normal edition or digital deluxe and add the cd-key to my pre-purchase account??
Oh I don’t think you need to do that! If you have a retail code, the team can help you re-link. It may take a few days, to be honest, but I do believe it can be done. 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.
“a few days” in this case meaning at least a week. We’re STILL trying to get our guild leader back into the game with this same issue, and he opened his ticket on September first (ten days ago).
That guild leader being me… my oldest ticket (10 days) has yet to get any attention at all. I received an update stating that my most recent ticket would be transferred to the billing team yesterday but the ticket is still in “updated” from the last time I put in an update.
10 day ticket: 120901-018012 – Serial Key Issue with weird subject
Subject: Submitted from Web – 09/01/2012 02:00 PMNew ticket: 120910-000890 – Serial Key Issue Correct subject
I’m following up again now.
Others who posted — please provide your 12-digit incident or ticket number. Thanks.
To clarify, when drops are scaled to your level, there is a chance that they’ll either be level-appropriate for you or level-appropriate for the content that you’re completing. You’ll get a mix, allowing you to collect zone-appropriate crafting materials and drops while also still being able to find gear that’s appropriate for your character. In general, the chance of getting character-level appropriate gear is better the closer that the content is to your actual level. Since the difficulty of the content increases at higher levels, we want to reward high-level players more for playing through the challenging high-level content that is available more than if they play through the easier low-level content that’s designed to let players learn to play the game.
Additionally, when you get gear at a specific level, it’s not guaranteed to be gear that requires that level to equip. It’s not uncommon to fight enemies a couple levels higher than you, and it’s frustrating to get cool new drops from the enemies and not be able to equip them. Generally, the required level to use a piece of gear is a few levels below the level of the area it was acquired, so that when you get gear as loot, you’re able to equip it immediately.
edit:
About the plains of Ashford giving out level 26 rewards, thanks for the heads up- I double checked, and this area is indeed giving out inappropriate loot. I’ve entered a bug on this and hopefully we’ll have it fixed in an upcoming build.
(edited by Moderator)
On a side note, someone changed the topic of this thread, and it wasn’t me. o.O
Your thread title was changed by a moderator, probably for one of the following reasons (some of these reasons may not apply to your previous title):
Hey guys – We’re still collecting data in regards to this issue. While some players do have issues with their systems such as not meeting the minimum requirements or needing to update their video card drivers or even reseat their video cards, we recognize that some players with no issues are experiencing performance issues.
Please follow the steps below to provide us with some additional information in regards to the performance based issues:
1. Run Gw2.exe with –perfdebug as a command-line argument.
2. In the game go an area that exhibits poor performance.
3. Hit Ctrl+Shift+C to start performance profiling, this should take 15 seconds and post a message in the chat window.
4. Once it is complete it will dump a *.dat file into a “Profiles” folder located in the same directory as the local.dat file. This should also post a message in the chat window.
5. Attach the file to the thread, preferably zipped to cut down on size(4mb).
The account has been re-secured and reinstated.
in Account & Technical Support
Posted by: Gaile Gray
Code reissue – Issue currently assigned to an agent – should be handled shortly
in Account & Technical Support
Posted by: Gaile Gray
This is marked as resolved. Please update if that is not the case, but I have seen the email, and it did go out to you so you should be just fine now.
@Hellodude – Could you please attach a Game Advisor report to this thread so we can look into this issue further? You can find the Game Advisor report through the link below:
http://us.ncsoft.com/gameadvisor/
Please note – you will be automatically prompted to download the application once you click the link. You can attach the report to this thread by clicking “More posting & formatting options…”
You’re on today’s review list.
My account has already been hacked. How do this company plan to keep my account info safe? Before you ask I have different PW on all accounts I have. I logged off last night and ever thing was fine. I log in today and all the silvers on my toons are gone. I would like my silvers returned please.
If this was an “us” issue, tens if not hundreds of thousands of accounts would be affected. Instead, this is an individual issue related to each account and the answers to why it happened are numerous: Shared accounts, insecure passwords, common credentials, and more.
Security is a primary concern, and we take our responsibility seriously. You can count on that now and in the future.
There are no plans to display user post counts. Ever.
The plus-one button is something that we’re continuing to work on, and we’ll release that when it’s ready.
I believe the issue is with the genre of higher fantasy that you have the expectations of epicness.
The Norn are all stoic hunters, the humans all heroic, the Charr all powerful, Asura are all genius inventors, etc.
However by constantly applying this same trope to every set of dialogue, you create a feeling of staleness.
After one hundred Norns all talking about glory in the exact same tone of voice, you lose their individuality. The characters become defined by their races instead of colored by them. Yes, a Norn might have been raised in a society that glorifies hunting and power, but would -all- Norn have the same “For glory! They shall sing my songs in the halls of etc etc” sphiel?
Cause currently, they do.
I think ArenaNet has fallen back in to the old trope that everything has to be epic. No character must show weakness. It must all be amazing. They all rise to the occasion and they are all heroes. They never once falter.
Hell, we even miss the one crowning moment of possible moral ambiguity in the series, the defection of Logan.
It’s far too black and white and far too unbelievable. It works in a limited sense, but unfortunately, it reduces the believability of the character as a multi-faceted individual if all of them share it.
So I think a bit more work needs to be done to flesh out your side characters. We don’t want all of them to be simpering cowards, but it’s not bad to hate a NPC. We don’t have to like them all. It’s more believable if there are some we like and some we find insufferable. It also adds to the story immensely if they are redeemed or not redeemed, versus us going in knowing that they are:
A) Either going to be heroes and succeed
B) Going to be Heroes and die trying.I’ll be completely honest, I really didn’t buy GW2 for the story telling. I love the game mind you, but the NPCs could use some serious work.
All good points. Thanks for your honesty.
Thank you. Glad you like the improvements. We’re continuing to improve and there is a bit more work to be done. If you see any bugs, please post them in the Forum and Website Bugs sub-forum.
Sorry. Since this is the Personal Story forum, I just assumed that it was clear I was referring to the Personal Story.
Unfortunately, I feel like I’m not explaining myself very well. Let me see if I can find some specific examples to pick apart. I’ll post again when I have something more concrete.
It helps if we know how the dialogue and VO are being presented (ambient, cinematic conversation, etc.). This is more so I can analyze feedback and compare it to my own observations. We’re striving to improve the quality of the writing and voice-over with each release, and I’m curious if some of the player feedback matches mine.
Hello,
Just want to begin by saying to Gayle, great work, I know you are working very hard and I don’t envy your job.
I just wanted to know how long it takes before someone looks over a ticket and replies back? My girlfriend’s dad’s account was hacked into and I am handling it on his behalf since I did pay for the game for him. Ticket was submitted late Saturday night.
Any info would be appreciated,
Thanks
Can you give me your 12-digit incident number?
Thank you for the suggestion, Fonds.
It’s difficult to please people who consume content at an extremely rapid pace, given the finite resources (time, people, etc.) of our team and the infinite hunger of the consumers, particularly those who consume that content quickly. The challenge for designers is to design content for the play styles of a lot of people. The majority of folks do not burn through content.
If people have rushed through content, perhaps they might want to take on board the advice of others in this thread and take time to explore other aspects of the game that one might have missed.
Having said that, there will be content added in the future.
Hi Ichigo – Glad to hear that the repair function resolved the issue for you!
@TaylorKH – Could you please attach a Game Advisor report to this thread so we can look into this issue further? You can find the Game Advisor report through the link below:
http://us.ncsoft.com/gameadvisor/
Please note – you will be automatically prompted to download the application once you click the link. You can attach the report to this thread by clicking “More posting & formatting options…”
Thanks for the feedback, Stone.
in Account & Technical Support
Posted by: Gaile Gray
As you may have read in today’s Support Update, we’re asking that folks post only if their account issue has been unresolved for five days or longer.
I am going to close this thread so that we can focus on the other sticky thread that is entitled Unresolved Tickets (5 days and older) [merged]. If your issue is at least five days old, you may post in that thread.
Thanks for understanding.
Thanks for your suggestion about trade/COD.
in Account & Technical Support
Posted by: Gaile Gray
Hacked Account from 5th September
120905-004759
120905-008912
Restored. But you knew that.
in Account & Technical Support
Posted by: Gaile Gray
My account changed from permanently banned to terminated error 0 today after being permabanned for 6 days…
It shattered all my remaining hope of getting my account back…
I participated in an inappropriate group chat shortly but this punishment is extreme and leads me to believe there may be another reason for this.
I did not get involved in racism, political or religious subjects nor attacked anyone or post a link to porn.
We exercise careful judgment in every case in which an account is terminated. We will review breaches of the Rules of Conduct and the User Agreement with close attention to the most flagrant and persistent patterns of rules abuse. In such instances, particularly when we perceive a risk of substantial real or potential harm to the Guild Wars 2 community or to the game’s stability, an account can and will be permanently terminated.
This was hardly the case.
At least shed some light on the subject for closure.
Ticket: 120905-008337
Thank you for your time
This account has been reinstated.
Update — Tuesday, 11 September
The Support Team has doubled in the last two weeks. Team members are working overtime, and we’re continuing to look at team staffing to improve response time. At the present time, the turn-around on tickets is about five days from submission to resolution. Some take a bit longer, some are resolved much more quickly. And that time is improving with every passing day.
The team is focusing mostly on account access issues, such as compromised accounts, but some team members are assigned to different issues, so no one is essentially at the back of the queue.
If you have a continuing support issue, please do not post on the forums to request a review until the ticket has been active for five days. At that time, we can take a look, but it’s important that we get good visibility into the older tickets, which is why we appreciate not seeing requests for updates for tickets that are just a day or a few days old.
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.
(edited by Gaile Gray.6029)
Actually I disagree. I admit that some of the dialogue isn’t that great but overall I think it’s pretty good. Tybalt Leftpaw (an Order of Whispers character) had some of the best dialogue I’ve seen in an MMO. If you came into this game expecting Mass Effect quality dialogue you’re going to be disappointed. But if you take it for what it is it’s good.
If by “Mass Effect quality dialogue,” you mean “dialogue that’s natural and believable,” then yeah, I did.
Nobody TALKS like this. That’s my point. It’s stilted and extremely campy and sounds like something you would expect from amateur hour at your local community theater.
For the record, it’s not the fault of the voice-actors, it’s the script that’s the problem.
In what content is the writing/VO problematic for you? The ambient world stuff? The personal story? The dungeons? They were all handled differently. The more specific examples you give, the better we can understand your feedback. I realize that this post is in the personal story section, but I want to know if your criticism is limited to that.
Thanks!
in Account & Technical Support
Posted by: MattChernicky.2945
I would like to add to this that when running the above command it will appear that it either froze or finished running when it displays “Computing statistics for 212 seconds…” At this point you will need to wait for it to generate all the Trace routes which can take a few minutes to complete.
@lastfatality
It looks like you stopped the test just a tad too early. If you could let it run a little longer it should export all the information we are looking for.
We’re asking that people not post unless their issue is five days or older. We’re cutting that time down every day, but for right now, please allow the team that amount of time to work through issues.
in Account & Technical Support
Posted by: Gaile Gray
Hi today is the 14th day im waiting for a serious answer on my ticket (120828-008637). I got 2 automatic responses that didn’t even partly help me deal with thatkittenhacked account. I posted in every thread i read all the reddit posts, i added all the information needed but I’m waiting.
I’ve been waiting so long i don’t even know if anybody will ever really read that ticket. A new ticket i opened after 7 days (when it was stated it only takes 3days for a support ticket to get it done) was declared as duplicate. Well guess what without any option to directly contact the support and no answer i think that nobody will EVER read it and therefore try a new ticket. I hope that someday i will be able to play that kitten game.
Hoping that somebody able to help me reads this.
Greetings Baringo
That’s far too old, it definitely goes on today’s review list!
I have you on today’s review list, btw. I’m sorry this has taken so long.
Posted by: Jason King.2647
Thanks for the reports; we’ve documented this issue and are looking into it!
Online games and gaming networks are popular targets for hackers, so it’s important to follow good security practices.
I know you are eager for assistance. Your ticket is on the review list. But if you continue to “bump” your threads, you’re going to end up with an infraction and I’m sure that’s not what you want.
in Account & Technical Support
Posted by: Gaile Gray
On review list.
in Account & Technical Support
Posted by: Gaile Gray
Support is working overtime, and has more than double in staff size in the last two weeks.
We’re currently asking folks to update at five days and longer. We are definitely asking people to not post sooner than than and to never bump threads.
in Account & Technical Support
Posted by: MattChernicky.2945
Hey all,
We would like to get a better look at everyone’s trace routs so we need to expand the results we are getting from you guys just a bit. If you all can run the following and then upload the corresponding .txt file to this thread please.
1. Click “Start.”
2. Type in “cmd” into the “Search files and folders” bar but do not hit enter
3. Your Start menu should now show the program cmd.exe.
4. Right-click on this program and select “Run as Administrator.”
5. Highlight and copy this: “pathping -w 500 -q 50 -4 206.127.158.1 -n > C:\pingpath.txt” (Without the quotes)
6. Right-click in the DOS window and select “paste” and hit enter.
This command will take about 2-3 minutes to complete. Once completed (the prompt will return to normal), the test results will be saved to your C:\ drive in a file called “Pingpath.txt.” Once you have this file, please attach it to your reply.
in Account & Technical Support
Posted by: Gaile Gray
First My son was Hacked since Aug31=was Banned
Then the Ban was lifted.=New Issue
Can’t log in because Grace period is over and your Hard copy serial number is already in use.
=Father not happy because he spent 170 dollars on a game and a guide book for him and his son to play and he can’t, Because Nobody from support has gotten back to him since lifting the ban last Sat. We Were Beta players and have supported this game from the beginning but I have to say I am one disappointed parent right now we deserve more respect and there should be a separate list not just for the people who were Hacked but your Loyal first one’s here. I can’t even play right now just knowing that he cannot. and the other kicker is he also cant voice his own opinion on here… Because since his log on, is not accepting our original serial key copy. It won’t let him on the site. Something needs to be done. What can I do to Help him get back on I feel so bad for him. Everyday he comes home from school asking me did they get back to me. Someone Please help me.
What is the ticket number?
I am posting this on behalf of my wife. She received an email today from Anet saying her email was changed in her account settings. She then attempted to log in and she confirmed that she can no longer access the game or her account online. We tried the support ticket asking for her Email, Account Name, Character name etc…submitted that and was auto directed to account recovery. That page asked for Email, Serial Number and a character name as well. When she submitted that, she gets a message saying there was an error, please contact customer support. We tried twice, but everytime we get an error directing us to contact customer support. It’s a loop and we can’t get anywhere. I appreciate you time when looking into this issue.
PS – I know her password was not exclusive to GW2. I have since explained the need to do so to her, as this is a perfect example of what can happen.
She submitted a ticket today and will be assisted as soon as possible. Turnaround can run five days, but we cutting that every day and I bet she’ll hear much sooner than that.
Submitting a charge back request without pursing a solution from the vendor first is going to FUBAR your credit rating….just a heads up.
Well, I wasn’t going to put it quite that dramatically, but yeah, we’re a lot easier to work with that MegaCreditCardConglomerateDotCom.
We do not have any updates to provide about Extended Experience at this time. When information becomes available, we’ll post that. Thanks.
At this time, we are not offering a way for users to change their display name. If a player is concerned because they used their real name, they should contact our support team to discuss the matter: http://en.support.guildwars2.com/
Thanks for the reports, everyone. We think we’ve identified what’s causing the issue and will hopefully have a fix soon.
Another option for naming your charr is to add something that they’re good at or a characteristic they’re known for. For example:
Thank you again for all of your information. I’ll follow up with the people working on it and will give you an update today (today meaning today Seattle time).
Thank you for your suggestion, Gopher.
Thanks for the patience of you and your friends. The moment we have any word about when guesting will be available, we’ll be sure to let everyone know!
You’ll need to either purchase them in the Black Lion Trading Co with real world money, or use the currency exchange system to trade gold for gems.
Thanks Gaile for your words on the issue, and thank you to all who voiced their support. I really like the game, a LOT. It just kinda sucks that there is no verification that you are actually the card holder. I did contact my bank and start the fraudulent charges process, if more needs to be done to get your two organizations working together let me know. I updated my ticket with the information as well. I hope everyone out there is safe and having fun, learn from my problems people
Oh shucks! I’d really like US to help you, rather than get the bank involved. If there’s a charge-back, it gets really involved, where we can handle this promptly for you (saving a bunch of time and trouble for you).
Dig — if I can get your ticket number, I’ll point someone at this right now and it can be solved really quickly.
Hammer love is already in the works!
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