Guild Wars 2

Hey Naor, when you were on the step “Proceed down the river s Malyck begins to remember” did follow on land along the river, or actually jump in to the river and swim down it? If you travel by land you can stand on the marker and nothing will happen, it’s actually underneath you, so you have to swim down the river. We’re working on making this clearer.

We truly appreciate the sentiment and all your support, and are really happy you’re enjoying the game.

Having said that, unfortunately our moderators will need to lock this topic as it is neither requesting help from another player no offering help to another player, as such it is off-topic for the sub-forum.

In the future, we will have sub-forums that are more appropriate for topics such as this.

Thank you for your understanding.

Thanks for your feedback, but this subforum is for Game Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your feedback, but this subforum is for Game Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your request, but this subforum is for Game Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your feedback, but this subforum is for Game Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your feedback, but this subforum is for Game Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Hi,

Please refer to this thread regarding your issue.

Don’t forget to post your ticket number as well as all information necessary.

Closing this thread.

Thanks for your question, but this subforum is for Forum and Website Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your suggestion, but this subforum is for Forum and Website Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Hey all,

If you have had your account compromised and/or been permanently banned for real money transactions, goldselling or spamming of such thing (or you are unsure of what your permanent ban is for) please post in this thread. At this time, all threads relating to account bans have been merged into this one. To keep things tidy we will continue to move threads on the topic into this thread.

Also, if you are waiting on support to address your ticket, you may want to try our self-help system which is live for testing today. If you are successful with self-help, please update and close your ticket with support in order to reduce the queue length for others who are still waiting for assistance.

Also, once you have control of your account again, it’s worth taking a look on this sticky thread about account security.

Thanks for your suggestion, but this subforum is for Fan-generated Content to be shown off, so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your question, but the forums are not here to discuss aspects or questions about other games. Plus this is the Fan-generated Content section. As such, this thread will be closed. Thanks for your understanding and cooperation!

Thanks for your question, but this subforum is for Forum and Website Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your request, but this subforum is for Forum and Website Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your request, but this subforum is for Forum and Website Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your request, but this subforum is for Forum and Website Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Thanks for your suggestion, but this subforum is for Forums and Website Bugs so will be closed. More forum sections appropriate for this topic will be opened in the future. Thanks for your understanding and cooperation!

Hi,

Please stick to this thread to report these kind of issues.

Don’t forget to put your ticket number as well as a description of what happened, thanks!

I just edited a post that contained too many spoilers that were not marked as such and received some complaints from other users. Please, keep free to discuss this issue but use the tools provided so the rest of the community can read you without discovering something they did not know and they did not want to know.

Thanks!

Hi,

Thanks to skagrin, I have a new solution for people who are unable to load the trading post. I’ve tested this on a Windows XP VM here to make sure it works, but haven’t done much.

The theory is that the root certs on your computers are not up to date. Follow these steps to update them:

1. Close the game client
2. Download and run http://download.windowsupdate.com/msdownload/update/v3/static/trustedr/en/rootsupd.exe
3. You’ll probably have to click ‘run’ or ‘allow’ a couple times, but after that, nothing will appear. But that’s OK, your root certs have now been updated.
4. Open the game client and try to access the trading post

If you haven’t been able to load the trading post at all, try these steps. If this works for you, I’ll ask our customer service team to write up more formal documentation on this procedure.

skagrin.1368:

Hi,

I finally found a solution for the “blank trading post” problem – I could not access it once since release – which worked for me. I am running Win7 x64 and although the root certs should be updated automatically there must have been some problem with it. What I did to fix it:

1. Download this file from the MS Update Servers
(remember the download path)

http://download.windowsupdate.com/msdownload/update/v3/static/trustedr/en/rootsupd.exe

2. Open CMD prompt in Windows, change to the folder where the file is (e.g. cd c:\temp) and enter this to run it: rootsupd.exe /Q

I tried anything else before but after this the trading post worked immediately.

Hope that helps

_

Nice, I’m glad that worked for you. I wonder what’s going on with automatic root cert updates on your computer.

MagnifiQue.2947:

Haye.8529:

wanderer.1304:

Sorry, preview ate my reply somehow. Here goes again.

That gave me the clue I finally needed to fix the blank Trading Post/Gem Store.

If you are on WinXP SP3 go to Control panel/Add Remove Programs and Add/Remove Components on the left side of the screen.

Click it and scroll to near the bottom and find Update Root Certificates. If it’s unchecked..CHECK it and click Ok.

Load up the game and go to Gem Store/Trading post and wait (about 10 seconds for me). This FINALLY fixed the blank bug.

Again this is for WinXP SP3, if you have Vista or Win7 I can’t help you, but it’s something worth looking into if nothing else has worked

This didn’t work.
I have XP SP3.
Also deleting the LOCAL.dat did not work.
(Blank with Loading CIRCLE since Headstart
….

EDIT: After deleting the LOCAL.dat file for 3 times it finally worked the blank TP issue, also try:

If you are on WinXP SP3 go to Control panel/Add Remove Programs and Add/Remove Components on the left side of the screen.
Click it and scroll to near the bottom and find Update Root Certificates. If it’s unchecked..CHECK it and click Ok.

from “wanderer”

Any idea where i can find it on win 7 64 bit, couse i’m sure it’s the problem in my case.
btw TC not working after deleting local.dat few times

On Windows Vista and above the root certs are updated totally automatically. The only thing that would prevent them from updating automatically is if your PC has Windows Update blocked, or is part of a corporate domain that sets a policy to not automatically update the root certs.

Melana.8345:

There is also a delay sometimes on things being listed in the “My Transactions” section of the Trading Post.

Thanks for your analysis. Everything you said is spot on. Delays should not happen, but when they do the trading post should say that a transaction has been successfully queued but is not yet complete.

Amurond.4590:

Thanks for that.

But it seems like a lot of the remaining problems in this thread relate to players who removed items during the period several days ago when the TP wasn’t working properly. The items were successfully removed but they were never returned to the player (not in pick-up tab!).

Could we please get some kind of response to this? Even if it’s just to say that those items are gone for good – at least then we can stop wasting time chasing them up.

I’m still investigating these reports, but I don’t have any answers either way yet. One thing I can say is that more than 99% of the stuck transactions during that period are now completed.

tl;dr – if you placed an order on the trading post and you think it has taken your money, check the pickup tab to see if your money and/or the items are there. if it’s not there, check to see if you have an open order in the ‘items i’m buying’ section of the My Transactions tab.

—

Hi,

I’ve been investigating reports of money and/or items disappearing when using the Trading Post. I’m going to report my current status.

To start with – I have found no cases yet where money and/or items have actually been lost. There are however a number of issues in the current trading post UI which could lead players to think their stuff has been lost. Combined with intermittent delivery delays, this is leading to a lot of understandable confusion.

I’m going to explain a little bit about how the trading post works technically, which hopefully will help explain the context of how these problems are occurring.

The trading post runs outside of the game system. When a player tries to purchase something on the trading post, the trading post first has to withdraw the coins needed from the character’s account to ensure they have enough money for the trade. The trade then executes, and any unspent coins are returned to the player.

When you place a buy order, there’s a chance that the full quantity of items is not available. Some or all of the items may have been purchased already or cancelled. In this case, the unspent money is returned to the player.

The money is supposed to be refunded directly back to the character’s wallet, but a bug is causing the unspent money to instead be placed in the trading post pickup tab. Note: proceeds from a sell order and money from a cancelled custom buy order -are- supposed to be placed in the trading post pickup tab.

There are also some UI bugs. I’ll need to give examples:

Example 1: Player A tries to buy 3 apples from the Trading Post. 5 are currently listed. There’s a bug in the UI where if just before this player buys the apples Player B buys 4 of the apples first, then the UI will tell Player A that his purchase is successful. In reality, Player A was only able to buy 1 apple. If Player A goes to the pickup tab, he will find 1 apple and the remaining unspent money for the other 4 apples.

Example 2: Same situation as Example 1, except this time Player B buys all the apples. Player A will now get a strange ‘Network Error 1049’ popup. All of Player A’s money will have ‘disappeared’ from his wallet, but if he checks the pickup tab he will find the money there.

Example 3: This one is not exactly a bug as much as a problem with how the UI is presented. If Player A goes to a buy page for an item that has no units available, but has buy offers, it’s not obvious that there are no units available. If you don’t look carefully, the buy offers will look like sell listings. Further, the UI will have automatically switched to having you setup a custom buy order instead of a normal buy order. It will also have filled in as a default the current highest buy order’s price.

If a player thinks the item is available, and clicks ‘Buy’, they will have their money taken, and be shown a Success message. If the player checks the pickup tab, they will see neither their money nor the items, since there were no items purchased. The player would need to check the ‘Items I’m Buying’ section of the ‘My Transactions’ page to see that they had listed a custom buy order.

—

One note about sell: Those reading this probably already know this, but when you post 250 apples for sale, they will not necessarily all sell at once. So if you only get a small portion of the money you should have gotten, it’s possible that the other apples haven’t appeared. The same is true for custom buy orders.

I’m documenting these bugs so that you can hopefully better understand what’s happening when you use the trading post, and to possibly provide an explanation for some unexpected behavior. If you think you’ve lost items or money, please take a moment to consider whether your case could be explained by one or more of these bugs. We will continue to review problem reports as they come in.

I apologize for anyone affected by these issues. We’re working hard to resolve them.

Hi,

Please see the latest Game status update on the wiki: http://wiki.guildwars2.com/wiki/Game_status_updates

Thanks.

Mafres.7903:

Hey all, bought a dye pack worth 200 gems i got no mail afterwards, and that was 2 days ago, when will/will i ever get my dye set?

We believe these were all addressed over today and tonight. Can you please let me know if this is all set for you now? If not, submit a ticket, please, and we’ll help you.

Uc Night.8290:

my 72 hour ban has now been instated for a week. This is just unacceptable. I believe I will be doing a chargeback by the end of the day. Get your kitten together ANET

We don’t have one-week blocks. If your suspension changed, that would be because you had a second infraction, and the extension would make it two weeks.

If you want me to look at this, include a ticket number and a screenshot of the message you’re receiving.

Also, doing a chargeback is a very bad idea. It creates issues for everyone involved. For instance, if an account has HoM privileges and then is involved in a charge-back, those HoM privileges are lost because that account is closed through the charge-back. I recommend against it.

spinner.4287:

I was wondering how long it normally takes to resolve accounts that have been hacked. My friend was hack on 9/1/12 ticket number 120906-001145. Hes email was change and is not able to use the Gw2 forums so i am writing this for him. He hasn’t heard anything about his account and wants to know what steps to take next to get his account back. Can someone please help

The ticket is from today. If there’s an older one, I’d like that number. Thanks.

Nevah.7904:

Ticket: 120905-008229

Posting this on behalf of my boyfriend’s account. His account was hacked several days ago and he has received no response from support.

Thank you!

The ticket is one day old.

Here’s an update on several account in this thread.

120829-014884 Unbanned today.
120831-017562 Currently under review as Hacked. Will be assisted soon.
120831-021636 2 tickets. Currently under review as Hacked. Will be assisted soon.
120901-000739 Currently under review as Hacked. Will be assisted soon.
120901-029729 3 tickets. Currently under review as Hacked. Will be assisted soon.
120902-011084 3 tickets. Currently under review as Hacked. Will be assisted soon.
120823-004501 3 tickets. In the queue for assistance
120829-012357 Answered today.
120831-016351 3 tickets. In the queue for assistance
120831-011910 Should be good to go.
120830-007078 Sent response and new password today.

elegen.6130:

GaileGray.9587:

dudemanjac.5184:

What I need to know is that if I sent the prioritized ticket per your instructions on the 31st, and you claim to have everything done up to the 3rd, why am I still out of luck. Am I not being looked at? Did you not really get that far down the line? What is the explanation for why I am still waiting?

Dude — may I call you that? That is exactly what I am trying to figure out. And that’s why I appreciate people providing their ticket numbers.

This isn’t a “Go to the Head of the Class” ticket. I can’t promise that we can wave a magic wand and resolve all these issues. However, with this information, we can dig down into the reason that a ticket from August 31st has not been resolved, when one from September 3rd has been.

If you have been wait, say, more than five days, post your ticket number here, so we can look into the system and try to work out any kinks or glitches.

Thanks for all your help, everyone.

I’ve been waiting since the 29th. My ticket number is 120829-014884.

Here’s what I learned today: Unbanning account and sending a new password. You should be fine now.

Morningstar.3587:

120906-001108

My boyfriend has received multiple keys for his digital deluxe edition.

He only bought one copy, but they created different accounts… none of which can be used.

His pre-release account with 3-day headstart characters is also unavailable and we’re afraid he might lose his character names.

That ticket was created today. You really need to be patient; this is not an old ticket by any stretch of the imagination.

Noppa.8921:

Hi,

My account was hacked sometime in the beginning of the week (and banned while the hacker was at it) and haven’t been able to play since monday (7.9.2012). I have tried to reach your support team via incident tickets at the support site (have made three of them now), and by telling several times what has happened on your twitter and Facebook sites. I haven’t gotten any response from anywhere yet, and now I found this place to try my luck.

My reference numbers are:

120906-006746
120906-004669
120904-005382

Where the most top is the latest. My friends are level 80 already and are losing the starter-shine on the game, which means a big minus on my gaming experience.

Would you please now try and help me ArenaNet, so I can play your very nice game?

I have also posted on your other forum subjects without result.

Yours sincerely – Noppa

The reason that you’re not hearing back is pretty obvious, if you will look at this thread. There simply are people who have been waiting longer. Plus, you’re creating multiple tickets and adding to the Twitter and Facebook flow. NONE of that will expedite the issue; NONE of it will move you up in the queue, and in fact multiple tickets will slow down your response.

I encourage you to put all the information you have in your first ticket and close the others. Then wait, please, because while we consider your issue important and want to help, we want to help everyone who has issues, and they really have been waiting far longer than you have.

Thank you for understanding.

Valimare.4362:

and does anyone know if updating a question bumps your ticket even further back in the Queue?

That’s a fair question, and I’ve positively grilled people about that, to make sure that my encouraging folks to update their tickets will not move them back in the queue. I’m told by everyone that the update will not change the order in the queue, but that the extra information in the ticket can make it possible to resolve things in one wave, instead of having to go back, get more info, wait for the update, etc.

So you’re ok to update: It will not change the order in the queue and may help to speed things up.

Reality.2475:

I’m guessing it’s to prevent confusion due to the spaces or a general restriction against a pattern of spaces in attempt to keep players from avoiding the name filters by putting spaces between letters.

You know, I work on the filter frequently, and I don’t know that this is the case, but it makes a lot of sense to me. I know we have to filter things like “G M” because people will abuse it in an impersonation attempt. There may be a restriction on spacing. I will try to find out about that, but because I need to ask a couple of key people about it, it’ll need to wait at least until next week.

hoon.8567:

I just got the error “Previous Mail Processing” when I tried to send a weapon to my friend..

Also got the “Error when trying to sell” in TP as well..

Hi,

Sorry for the problem. I just fixed your account for you. Can you check?

ONEone.4823:

GaileGray.9587:

ONEone.4823:

Rush.6482:

The time remaining above is what matters

yes, be happy you have a countdown…mine is a count up…

ticket: 120902-003411

Timers don’t count up. Or they are not supposed to do so. They can increase if someone gets a subsequent mark (once he’s back in the game) but you should never see “You’ll be able to rejoin the game in 10 hours” and then see it go up to 11 hours, 12 hours, etc.

If you’re seeing that, that would be bizarre and I’m glad you submitted a ticket.

sorry, i was kidding around, i’m one the unfortunate ones that has a permanent ban due to hacking. so my ‘counter’ goes up in that i am waiting as patiently as i can to get back in the game. i wish i had a count down timer!

Ah ok, thanks for the clarification. I was a little confused/worried.

Hacked, huh? So sorry to hear. I hope you will be back soon, and judging from the flurry of activity on this end, I believe you will!

ONEone.4823:

CassiusNez.2395:

So if my countdown sais 62 hours.. it will automatically restore when it reaches 0?

most likely, set your alarm for sunday! and quit saying bad words ya sailor! :P

Srsly! I don’t know why “scurvy dog” doesn’t do for all occasions requiring strong language.

Reality — change your password to something unique to GW2 and something that is complex. I am worried that someone else may have access to your account. They may have accessed it and used it for something that is utterly forbidden — such as in-game advertising of RMT sites — and then gotten the account terminated.

Continue to watch for a response from the team to your ticket, because they will get back to you.

Cord.4019:

I’ve only gotten this one automated email. When will I ever get in contact with an actual person, who could help me? At least a response.

Yes, Cord, you definitely will hear from someone. But right now, we’re trying very hard to work on game issues of a major scale: people who can’t get into the game, players who were hacked.

I appreciate that you’re fond of your character names and wish to retain them. Please bear with us and know the team will help you as soon as they are able to do so.

Raolin Soulherder.3195:

Some bots sent me a couple advertisements through the ingame mail. I ignored them since it’s not bothering me and my account is secure, but I figure Anet might want to know. It’s not really a bug issue so I figured they probably would prefer I avoid reporting through a support ticket. Is there a certain way they prefer you to report others?

Thanks for asking. We’re aware that those nasty gold sellers are using our cool in-game mail system to harass you with advertisements. We’re working on ways to address that.

I feel sure that team would have examined the account to verify that it was not accessed from another location. But you’re welcome to update your ticket to request that they do so.

Do be aware that it’s necessary to verify this claim, because far too many times, someone claims “That wasn’t me doing [that bad thing]” when it provably was them after all.

Check your other characters. It’s a common misunderstanding where players look for the gold in storage, or on the wrong character. Check storage, but check all characters. If you still see the issue, please submit a ticket, and thanks.

Shigbone.2784:

GaileGray.9587:

Halmo.8619:

What she meant was that the term is not ban unless it is permanent, if you get a 3 day or 2 week it is called a suspension. She mentioned in another thread that the way it works is if you get reported for 2 separate incidents around the same time, they will stack and your 1 mark will stack to 2 marks which gets you a 2 week ban before you even saw the first 3 day ban.

Thank you, Halmo, you just saved me a bunch of typing.

If you had two incidents, your suspension will be extended to two weeks. If you had only one incident, and you’re certain of that, the team will check into this for you, just detail this in your ticket and please include a screenshot of the in-game suspension message that you’re receiving, so we can nail this down.

Okay, thank you two. So if what I said, was said twice within like 20 seconds of each other but were instantly reported both times that counts as 2 marks??!?

Nope, that will not happen. That would be considered the same incident. Generally these things are a day apart, at least. Once a mark is on the account — once it’s suspended — it will not be escalated to another rank. So if two agents were dealing with two reports, the second would see “Already actioned” and would not bump it to a two-week suspension.

Hey, I have some really interesting info for you. We have not been able to find a single case of gold going missing from an account unless:

1. It was hacked
2. The account holder is not considering that gold is based on characters and not the account, is looking for gold in storage instead of on a specific character

If things look normal but you feel you are missing gold, check all your characters and I bet the vast majority of you will find you do have the gold, after all, just on a different character.

If you think you may have been hacked, please change your password immediately and contact Support for assistance.

You got a simple “mass mailing” to give an update, a sort of “State of Support” message. Please simply ignore, it obviously went to all recent tickets, open or closed.

Do not reopen a topic by making a new post, once it has been closed.
Do not insult forum members.
Do not continue to try to make a point when your details are inaccurate. There are measures to avoid brute-forcing passwords in Guild Wars 2. If someone brute forces elsewhere and uses the credentials to steal a GW2 account that means the account holder used his password in multiple places. And that is not within our control and is something that we continually — even in your previous thread — are trying to get players to halt.

ONEone.4823:

Rush.6482:

The time remaining above is what matters

yes, be happy you have a countdown…mine is a count up…

ticket: 120902-003411

Timers don’t count up. Or they are not supposed to do so. They can increase if someone gets a subsequent mark (once he’s back in the game) but you should never see “You’ll be able to rejoin the game in 10 hours” and then see it go up to 11 hours, 12 hours, etc.

If you’re seeing that, that would be bizarre and I’m glad you submitted a ticket.

Cawlin.9360:

Was issued a week ban couple of days ago, but that’s not my issue.
Now upon attempting to loggin I am receiving a different error message,
“Account suspended for inappropriate language. Access will be restored in approximately X hour[s].[[en.ERROR_ACCOUNT_BLOCK_PERMANENT_SUSPENSION_FOOTER]]”
Obviously, the part that concerns me is the account permanent suspension bit. I am confused as to if this message applies, or is simply here by error? If anyone could shed some light on this that would be great. Thanks in advance
Attachment related, the error message

We are working on the in-game messages, and clearly we have a way to go to get them settled in properly.

Apologies for the unclear message. Obviously if there’s a timer, you’ll be allowed back in the game in XX hours. Ignore the “footer” stuff — that just should not be there at all.

And forgive me if I’m intruding, but if you were blocked twice for langauge, enough to earn a 2-week suspension, I really hope you’ll tone it done a bit. Account marks are kept on file, and with enough of them, an account could be terminated. I know you don’t want that, and neither do we want to be in the position to be forced to take such an action on your (or anyone’s) account.