Guild Wars 2

Every time, I get 7:11:3:191:101 during the dialogue at the end of Living World Season 2, Episode 1, “Cornered”. I get disconnected and have to start over, only to get disconnected at the end again. Why?

This is supposedly an internet-related issue. Nonsense.

Since it’s happening at the exact same moments it’s not a connection issue.

Other error codes under the same error category occur during this episode, and other episodes of other story modes.

The same is also happening to Eluvea.1834 on both her OS X Yosemite desktop and Windows 8.1 laptop, while I’m on a Windows 7 desktop with no specific components in common so it’s not a hardware or OS issue.

We’ve used the suggested fixes related to Google DNS, firewall, etc. It’s not like any of these would target events within a story within a video game. That’s absurd.

Replaying the same 10-30 minutes over and over on the off chance that these bugs don’t occur so we can actually progress is turning story modes into a chore.

We’d really like to just get back to playing the story. How can this be fixed?

Using the -repair feature has not resolved the issue.

Ignore the text of the error message and open a support ticket (follow the links from the top left of this page). While you are waiting for a response to this post, the Customer Service team might have a solution.

PS Often you can ignore “connection error” messages in this game.

A lot of software has trouble narrowing down errors and reports back the last known, determinable fault, which might|might not be helpful to the user in troubleshooting. (In the extreme, if your Tesla slams into a tree, the dashboard might light up to report “battery low” — while true, that wouldn’t help you get the car moving.)

All the gw2.exe knows is that it can’t connect proceed and the last thing it tried to do was connect X to Y and the only reason (its programming tells it) that might happen is due to a connection error. ANet, you, and I — we all know better; the software is just doing its best.

Thank you. That actually narrows down the nature of the issue.

I figure a connection issue where they receive no data is almost inconsequential which is a cause of lag, which doesn’t DC people, it must be corrupted requests.

This could probably stem from corrupted game files if it’s not the internet.

I’ll reinstall, and then file a ticket if this doesn’t resolve things. Will report back with results.

Meld.1629:

Thank you. That actually narrows down the nature of the issue.

I figure a connection issue where they receive no data is almost inconsequential which is a cause of lag, which doesn’t DC people, it must be corrupted requests.

This could probably stem from corrupted game files if it’s not the internet.

I’ll reinstall, and then file a ticket if this doesn’t resolve things. Will report back with results.

you can -repair instead of re-install (fixes the same issues and is considerably faster). The wiki has the instructions under “command line”.

And good luck — I hope that (repair or reinstall) fixes it.

I did try the repair thing but the crash was still occurring as per my second post. GW2 has finished reinstalling and I shall test the mission now.

I uninstalled and reinstalled from scratch after restarting my computer.

The error is still happening at the exact same time. The Master of Peace starts talking, then it hangs, I get an error and am brought back to character select.

So it’s not my hardware, firewall, DNS settings, OS, local files/installation, or internet connection.

Rats.

So, at this point, if you haven’t already, you should create a support ticket , since it’s likely you’ll need Customer Service’s help.

While you work with them, there are a couple of other things that I would try, since they have worked when I’ve helped others get through a sticky spot in either the LS or the PS.

• Have someone else lead the instance and follow their progress. This shouldn’t make any material difference; for some reason, sometimes it does.
• Tune down your graphics to the barest minimum. Change the field of view so you are looking at the dullest part of the environment. This works best with leeching (above) and really only has to be done right before that bit of dialogue. Again, this doesn’t sound like it should work; it apparently does because sometimes there’s a DC error message when the actual issue is something graphical.

Given your obvious technical chops, I don’t have high hopes that either of the above will do the trick. (Because you have probably done all the things to address those sorts of potential issues.) In your shoes, though, I’d rather be trying something instead of just waiting on support.

Good luck and thanks for keeping us posted. (I’ll update if I see someone else who managed to solve a parallel issue.)

I’m having exactly the same problems on multiple episodes of the Living Story Season 2 with multiple characters, I’ll get towards the end of the episodes and at the same point on every episode I get disconnected with the same error code given.

I repaired my client but this had no effect, I have raised a ticket but no response yet. Other than this problem, my connection is rock solid when playing GW.

Running Windows 8.1, via Bootcamp on an iMac (27-inch, Late 2012).

Orinku.9210:

I’m having exactly the same problems on multiple episodes of the Living Story Season 2 with multiple characters, I’ll get towards the end of the episodes and at the same point on every episode I get disconnected with the same error code given.

I repaired my client but this had no effect, I have raised a ticket but no response yet. Other than this problem, my connection is rock solid when playing GW.

Running Windows 8.1, via Bootcamp on an iMac (27-inch, Late 2012).

Orinku: did you at least get the automated email confirming your ticket? If not, check your spam folder (some email systems treat incorrectly identify that email as spam, which then makes it difficult to communicate with Customer Service).

If you did get that email, has it been more than 3 days without a human response? If yes, you can escalate to the sticky thread setup for that purpose: https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1.

Illconceived Was Na.9781:

Orinku: did you at least get the automated email confirming your ticket? If not, check your spam folder (some email systems treat incorrectly identify that email as spam, which then makes it difficult to communicate with Customer Service).

If you did get that email, has it been more than 3 days without a human response? If yes, you can escalate to the sticky thread setup for that purpose: https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1.

Nope, no email. Guess I’ll raise another ticket then.

Orinku.9210:

Illconceived Was Na.9781:

Orinku: did you at least get the automated email confirming your ticket? If not, check your spam folder (some email systems treat incorrectly identify that email as spam, which then makes it difficult to communicate with Customer Service).

If you did get that email, has it been more than 3 days without a human response? If yes, you can escalate to the sticky thread setup for that purpose: https://forum-en.gw2archive.eu/forum/support/support/GW2-Tickets-for-Review-3-days-older-1.

Nope, no email. Guess I’ll raise another ticket then.

Don’t start a new one (that will just mean that CS has to spend more time sorting things out). Instead, see if you can figure out where your email provider hid the automated email. Customer Service nearly always follows up on that “courtesy” notice with questions or suggestions and awaits your response. And if you miss that auto-reply, you are probably missing the follow-up, too.

Try spam|junk folders and double check any custom filters — that takes care of any possible locations that you can find.

Well, it wasn’t in either my Inbox or Junk folder, and as I had to swap over to the OS X partition to check that, and I hadn’t done that since I created the ticket, so I’m convinced that it didn’t get as far as me/it hasn’t been sent.

Are you with Virgin Media?

The help ticket people are telling me it’s my antivirus/firewall which makes no sense because there’s no reason for those to block the end of a specific mission in a video game.

I’ve asked what the connection is between the mission and the crash and they gave a completely out of context generic response saying that it’s caused by packet loss and such. I knew this, it was the premise of the question. For kitten’s sake.

What does it take to get an actual answer from them?

Back n forth with them all day and I’ve been given no actual information as to how this can be resolved.

Well, I decided to create a second ticket a few hours ago and I still haven’t had an email response, automated or not, for either of my tickets now.

For Loop.8513:

Are you with Virgin Media?

Yes, I am.

Orinku.9210:

Well, I decided to create a second ticket a few hours ago and I still haven’t had an email response, automated or not, for either of my tickets now.

For Loop.8513:

Are you with Virgin Media?

Yes, I am.

Some legit emails are blocked by various ISPs — turns out, preventing false positives increases the rate of false negatives, so some companies err on the side of too much caution. You might be able to adjust settings to specifically allow email from anet.com and related domains.

OK, thanks for the advice. I had no filters set at all on my email, but just in case I’ve now put some in to promote GW2 email to my inbox for definite. As I’ve received other emails from them in the past (password resets, log in confirmations) I don’t believe this is the problem but I’m going to err on the side of caution.

I’ve also just confirmed that the disconnect problem occurs using my GW2 Mac client as well, at exactly the same place as it occurs using the Windows client.

Also tried disabling my antivirus and firewall again as they blamed those. No luck ofc. Same crash.

Meld.1629:

Also tried disabling my antivirus and firewall again as they blamed those. No luck ofc. Same crash.

Did you update the ticket with that information? Customer service is usually very good about follow-up.

(FYI there are cases where anti-virus software thinks there’s a threat from one of the 3rd party programs that gw2.exe — some malware piggy backs on top of legit software that has a security hole — so it is possible for a game to bug out due to anti-virus. I don’t know if that’s the situation for you or not.)

3rd ticket raised, still no email or in-game contact

Orinku.9210:

3rd ticket raised, still no email or in-game contact

Raising more tickets isn’t going to help — something is preventing the email from getting to you. Until that’s solved, it’s unlikely that customer support will be able to assist. (No one will ever contact you 1:1 in game for the initial contact.)

The Account & Tech forum has a sticky that I hope will help:
https://forum-en.gw2archive.eu/forum/support/support/Delayed-or-No-Ticket-Reply-Read-This

Also try:
https://forum-en.gw2archive.eu/forum/support/support/Not-Getting-Our-E-mails-Hotmail-Yahoo-Gmail-Comcast

(even if you’re not using one of those providers)

So, raised a new ticket on the website this time, so was able to include a different email address and received both a ticket number and an email response – lesson learnt, I won’t do it in game if there is a next time.

I have now reached the same point as Meld, with the blame being laid at my ISPs door and packet loss. But if that was the case, how can I have no disconnects during PVE and WvW play, but when I go into a story instance, I get disconnected at the exact same point every time? I’m just struggling to understand the logic here.

Orinku.9210:

So, raised a new ticket on the website this time, so was able to include a different email address and received both a ticket number and an email response – lesson learnt, I won’t do it in game if there is a next time.

I might be misunderstanding: are you saying you reported this via the in-game /bug reporting tool? That doesn’t create a ticket — it simply logs the issue for ANet (along with some useful stats for the QA team). Using the website is the only way to start a ticket (technically, you could also start with an email; using the website saves time, since it makes it easy to include the basic information they need).

Orinku.9210:

I have now reached the same point as Meld, with the blame being laid at my ISPs door and packet loss. But if that was the case, how can I have no disconnects during PVE and WvW play, but when I go into a story instance, I get disconnected at the exact same point every time? I’m just struggling to understand the logic here.

Same as I said above: the reported error message is a mistake. For a variety of reasons, software usually can’t understand what went wrong and makes a best guess based on the last thing that worked (or the first thing that didn’t). In this case, there was some issue with connecting to the authentication server — the game (incorrectly) assumed it was due to a generic internet issue (for which the message is appropriate), rather than any of a number of other potential points of failure, which must have seemed impossible or unlikely at the time that part of the software was written.

In other words, ignore the text of the error message.