Guild Wars 2

@ Grizzle – Are you able to attach a DxDiag report? The “Out of Memory” crash error that I am seeing in your crash report may actually be a known issue. I will need to see a DxDiag report to verify this. To run a DxDiag test, please perform the following:

1. Press and hold the Windows key and then press the R key on your keyboard. A Run dialogue box should appear.

2. Type in “dxdiag” without the quotes, and click OK.

3. A DirectX Diagnostic Tool window will appear. Click on the “Save All Information” button at the bottom of this window. You will want to save the file to your desktop.

We have opened the Support section of the Guild Wars 2 Official Forums today. This section includes the sub-forums for Account Issues, Technical Support, Game Bugs, and Forum and Website Bugs. Other sections will be rolled out when our team observes that the forums are performing well under load.

Thanks for asking! ^_

Have her go to Lion’s Arch, and see if that sets her quest to “On Red Alert”. (It’ll advance her to Chapter 6, unfortunately, but it should fix the issue if it’s what I think it is.) If not… Our Quality Assurance team is seeing if they can reproduce the issue.

You are not being asked for any personal information, merely a brief description of the issue at hand. Please edit more information into your original post.

Hi RainX – Could you please attach a DxDiag report to the thread by clicking “More posting & formatting options…” so that we can look into this issue further?

What class/level are? What quality is your gear? Difficulty is extremely subjective, so the more info you can provide, the better.

Thanks for the reports! This is an issue we’re aware of and working to fix.

Thanks for the reports! This is an issue we’re currently investigating.

Hi Raptor – Could you please attach a DxDiag and the full crash report so that we can further investigate this issue?

Please include a brief statement about the general nature of the issue when creating a thread, rather than only including a ticket number and date. Thanks!

As mentioned in the latest game status update this is a known issue. The team is aware of it and they’re working on it.

Hey guys – could you please post any crash reports and DxDiags using the spoiler tag? You can find the crash report located in your “Documents” folder. There should be a Guild Wars 2 folder within it and it will be called ArenaNet.log.

If you are experiencing low FPS or FPS drops, please post in this thread with your system specs and driver version. If you have a dxdiag, please attach it to this thread by using the “more posting and formatting options” button.

Hi Everyone,

If you are having issue with the gem system, like you have bought something on the store but didn’t receive it, please post it here with as many details as possible.

Thanks!

If you have questions or concerns about your Hall of Monuments rewards, please post in this thread.

If you are experiencing network lag, please use this thread.

If have been waiting on a response from support for a long time after your account has been hacked and banned for RMT, please post your 12-digit support ticket number in this thread and a description of what happened. Thank you.

If you have tried to make a purchase in the Gem Store and have experienced issues, please post in this thread. Kindly include your 12-digit Incident Number in your post.

Thank you!

We’d like to try to keep all questions and concerns about the Black Lion Trading Company, Gem Store, and Trading Post in the same place. To that end, I’ve written up a large FAQ about these features with contributions from Curtis Johnson (our “guru” about all things to do with this subject) and Jason Smalling (QA team member). I will lock the thread, post the FAQ below, and encourage you to post your questions and concerns in the Black Lion Trading Company Forum.

BLACK LION TRADING COMPANY / GEM STORE / TRADING POST FAQ

The “Buy Gems” process doesn’t work for me through the Gem Store (Wiki link: http://wiki.guildwars2.com/wiki/Gem_Store.

First double-check your gem balance in game to see if the gems have been added. If not there could be a few reasons for this:

1. The Gem Store may be in maintenance mode. The “Buy Gems” and “Redeem Code” buttons will be inactive but this is a normal part of the maintenance process and will clear up soon.
   Suggestion: Check Twitter — https://twitter.com/guildwars2 -- for news about the maintenance period. (You do not need to have a Twitter account to read our feed.) Please wait a few hours and try again.
2. Your CC provider may not have processed the purchase on their end.
   Suggestion: Check your CC records to see if a purchase was finalized. Note: CC’s occasionally put a proposed transaction into a “holding pattern” so look for only the fully-processed purchases.
3. For all other problems purchasing gems, please contact Support to investigate further.

I spent gems at the Black Lion Trading Company and I didn’t get my item. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post#List_of_Black_Lion_Trading_Post)

We suggest you try the following:

1. Are you certain you completed the transaction?
   Suggestion: Check your gems balance or view your gem purchase history on the right-hand side of the home page of the Gem Store. The purchase may not have processed at all, in which case you can initiate the purchase again.
2. Gem purchased items are delivered through in-game mail. Do you have too many mails in your mailbox?
   Suggestion: Try clearing some items from your mailbox to see if more mail “appears.” This indicates you have mail that can’t be delivered because the mailbox is full.
3. Have you checked your characters to see if you retrieved the item with a specific character?
   Suggestion: Check the inventory of each character and not the general inventory, alone.
4. For all other problems, please contact Support to investigate further.

I made a trade through the Trading Post and I didn’t get my item(s).

First and foremost, you will find a lot of valuable information, tips, and suggestions in the Trading Post section of the official Guild Wars 2 Wiki. (Wiki link: http://wiki.guildwars2.com/wiki/Trading_Post). Beyond that, here are a few pointers:

1. Did you create a buy order instead of making an instant purchase?
   Suggestion: Go to the TP and see if you have any active buy orders on the “My Transactions” page. Cancel the buy order and make an instant trade instead, keeping in mind that you must offer the appropriate price to complete a purchase.
2. Are you conducting a large number of transactions?
   Suggestion: You may need to retrieve some of your purchases.
3. Did you check your account bank?
   Suggestion: If the TP is unable to deliver currency to a specific character it will deliver it to your account bank, so check that, too.
4. Are you considering TP fees?
   Suggestion: Please note that there is non-refundable posting fee of 5% for each item you offer to sell and a sales fee of 10% that is removed from profits before the seller is paid for his/her item.

How to get help:

For help with all of these situations, we recommend you contact Support by filing a ticket through the “Ask a Question” tab on that linked page. Please include any relevant information, such as your operating system, your PC specs, and firewall info. Support will be able to look into your purchase attempt and help resolve the issue you have experienced.

Before you submit your ticket, you might try clearing your cache by using the following steps:

1. Close Guild Wars 2.
2. Click the Windows start button.
3. Search for temp
4. Find any gw2cache folders and delete them.

For tips on what information to provide in a ticket—mostly intended to ensure that you own the account (for security reasons)—please read this post and provide as much as possible to expedite the ticket.

Hi,

If you’re having issues with the guild system, please report the issues here with as many details as possible (e.g., guild names, tags and world, etc.).

Thank you for your feedback!

There are several questions about those who took advantage of the Karma Weapons exploit and when their appeals will be addressed. Please be aware that these appeals will be reviewed and answered, but we’re focusing the majority of our efforts on helping compromised players get back into the game.

These issues will be addressed as soon as possible.

I am going to merge the various tickets on this subject to keep things tidy.

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

This is actually a fairly common issue that players have been experiencing due to certain configurations in the Catalyst Control Center. We suggest adjusting your Anti-Aliasing settings in the Catalyst Control Center. Please try the steps below to make these changes:

1. Right-click on your Windows desktop and select “Catalyst Control Center.”
2. Click the “Preferences” button in the top right.
3. Change “Standard View” to “Advanced View.”
4. Click the “Gaming” tab.
5. Click “3D Applications Settings.”
6. Change the “Anti-Aliasing” option to “Use application settings”
7. Click “Apply.”

Once completed, please try launching Guild Wars 2 again.

The instructions below will walk you through configuring UAC for Guild Wars 2.

1. Navigate to your Guild Wars 2 folder.
2. Right click on GW2.exe and select properties.
3. Once the properties window is open you will then choose the compatibility tab.
4. Place a check in the last option labeled “Run this program as an administrator.”
5. Click “Ok.”
6. Double click GW2.exe to run the game using these settings.

Please do not use any of the other compatibility mode options as they may decrease game performance during the event.

AVG is known to have some compatibility issues with Guild Wars 2. We are currently looking into this issue, however, for the time being I would suggest trying to configure AVG with the following steps. There have been reports that this has assisted players previously:

1. Open AVG
2. Click “History”
3. Click on “Firewall Log”
4. Click on “System Services”
5. Scroll down to branch cache/Windows remote management
6. Click on “Block” and change it to “Allow for all”

This should allow you to connect to the patch servers.

Next, open User Interface.
Click “Tools” and then “Firewall settings” and in the panel that pops up, you will see profiles on the left (the active one will be in bold).
Click on “Sytem services” in the active profile and then Click the “Manage User System Rules.”

Another window should open. Click Add button, a change rule detail window opens. Here you will want it to read: For protocol TCP, direction Out, local port(s) Unrestricted ports (1024-65535), remote port(s) 80,6112,6600, remote address(es) All Networks, Allow for All … Give it a name of GW Special down at bottom.

If your installation is stuck at 0% or you are receiving a download failed message, we have found this to usually be attributed to your firewall or security applications, which may be blocking your ability to connect to the ArenaNet servers. We recommend disabling your firewall first and seeing if this fixes the issue. To quickly eliminate whether or not background applications might be interfering with the client, you may want to try disabling background processes which is outlined in the KB article below:

https://help.guildwars2.com/entries/27698133-Connectivity

You may also want to check to make sure that you are running the installation as the administrator.

Beyond this, please submit a support ticket to our Technical Support Team so that we may gather some more information from you in order to locate the cause of this issue.

Forum members, please note: If you do not see your post, it may have been moved or merged into an existing thread. This is particularly true if you’re posting about Error codes—which often get moved to Technical Support—or about account issues—which naturally get moved to The Support Issues Forum.

Most bug reports are in the correct place: Right here in the Bug Forum. But if you cannot locate your post or a post you’ve been following, look in the merged threads (often in the sticky section) and check the other forums.

Thanks.

Please note: If you do not see your post, it may have been moved or merged into an existing thread. This is particularly true if you’re posting about bugs—which often get moved to Bug Forum—or about individual account issues—which naturally get moved to the Account Issues Forum.

Conversely, if you post about a technical issue in the account or bug forum, it may be moved here.

The best advice is this: Before worrying that your post has been deleted, do look for the merged threads (often merged in the sticky section) in this forum, and do check the other forums.

Thanks.

Forum members — please take note: If you do not see a post you made or were following, that post may have been moved or merged into an existing thread.

For instance:

• Posts about specific error codes or gameplay issues usually will get moved to the Technical Support Forum.
• Posts about game bugs generally will be moved to the Bug Report Forum.

This Account Issues Forum is designed to accommodate and answer posts about issues related to your game account. So, if you posted a new thread in this forum and now cannot find your post, please:

1. Look in the sticky threads here in this forum to see if it was merged into an existing thread about account issues, or,
2. Check for your post in the Technical Support or Bug Report Forums, again perhaps in a merged thread on the subject.
3. Alternately, click your name to the right of any post you’ve made, and then review your recent posting history to find the moved thread.

Our Support Team can help you with many issues. You can expedite the help that you receive by providing certain details when you contact the team, such as the following:

• Your GW2 Username
• Your GW2 Display Name
• Your serial code
• A character name, if any
• A detailed description of the issue that you’re experiencing
• Any error code that you are getting

Please note: This is sensitive information that should not be posted on the forum, but only be provided through tickets.

Also, please note: Using a descriptive title will speed your response. Putting “Access issue” or “Hacked account” is so much better than “Help” or “Need Support.”

You can submit a ticket by visiting the Support link at the top of this page and then clicking “Submit a request” in the upper right-hand section of that linked page.

Tickets about technical support issues and bug reports need different info. I have posted in those forums about related information needs.

If you need to add additional information to you ticket, do not create a new ticket, but instead update your ticket through the interface.

Ticket queues are running about 24-48 hours, so please do not ask for a follow-up on your ticket unless it is at least 3 days old. You can request a follow-up on this forum, in the Tickets for Review thread. Thanks for understanding.