Network Error > Black Screen > Login Issues

Network Error > Black Screen > Login Issues

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Posted by: Dofty.9814

Dofty.9814

Hello

Since November 2016 – I am often, without any prior notice being disconnected from the game. When that happens, I see a small pop-up box from GW2 saying:

‘Network Error…’

I will try to screenshot it when it happens again. So the developers can read the full error.

Anyhow, the odd thing about this error and a certain loss of connection is that I am still connected to the internet. When this error occurs, I still can log in to facebook, I can play other games which requires internet.

Which is kinda strange… why would GW2 tell me my connection is gone, when every other application at the same time this error occurs is working fine?

After the error, I see a black screen and only my mouse-pointer can be moved on my entire screen. Nothing happens.

Then I use windows key + D to get back to Windows, to then shutdown GW2 Client and to restart it… then when I press login, it keeps loading but doesn’t do a thing.

After a couple of times, shutting down the client and restarting it I eventually can log in.

This problem, in this precise order of events (Network Error > Black Screen > Login Issues) is always exact the same. Never it’ll change.

I seriously need help on this. I lost my last rated PvP Game due to a silly Network Error and not being able to login at time… once I got back in we lost the game with 511-499

So to sum up:

- Random Network Errors, still my connection is alive
- Black Screen with a mouse-pointer visible, can move it along the screen
- Login issues, who after a while trying, solve themselves

Question 1:

- Why does GW2 disconnect me from the game, telling me there is a Network Error whilst I am connected to the internet, whilst my other games or facebook is still connected? IS this a server-script who need to be looked at?

Question 2

- The Black Screen with the visible mouse-pointer is completely new to me, I’ve been playing 2 years GW2… never seen this. Why is this happening? Any reason?

Question 3

- Why can’t one login properly, only after repeatable shutting down the client and re-launching it solves the loggin issue after 5+ to a maximum of 15 tries.

Thanks in advance, this is driving me crazy.
Dofty

PS: Are there any other players having this issue, or I am entirely alone with this?

(edited by Dofty.9814)

Network Error > Black Screen > Login Issues

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Posted by: shadow.6174

shadow.6174

Well, welcome to the club! I was used to have this issue later last year and it had last more then 1 year, after a long troubleshoot with Customer Support the cause wasn’t “officially” found but everything pointed out to be a “packet loss” at the middle nodes of my connection (neither my ISP servers neither Anet’s but some other between).

Curiously, the issue just gone and I haven’t had any occurrences on past weeks (for now). More about it here: https://forum-en.gw2archive.eu/forum/support/bugs/Constant-black-screens-and-discon-Repost/

Maybe you could try to contact Customer Support too, they will help you to troubleshoot it and see what’s going on.

Network Error > Black Screen > Login Issues

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Posted by: Illconceived Was Na.9781

Illconceived Was Na.9781

Your best bet is starting a support ticket, work with ANet to troubleshoot.
————————————

Question 1:

- Why does GW2 disconnect me from the game, telling me there is a Network Error whilst I am connected to the internet, whilst my other games or facebook is still connected? IS this a server-script who need to be looked at?

Error reporting is an inexact art and few software developers (including Microsoft) get it right that often, especially putting things in language that makes sense to non-programmers.

Imagine a high-end automobile with the latest in tech helping it operate at peak efficiency. Of course, it’kitten by a drunk driver in a flatbed truck, and the engine case is cracked and fluids are leaking all over… you go to the car, to see how bad the damage is and the vehicle’s computer helpfully describes the issue:
“Out of Oil.”
A true statement, but entirely useless in troubleshooting.

That’s probably the case here.

In short, ignore the text of the error message and realize that your game is unable to connect with ANet’s servers.

That could happen for all sorts of reasons, from something in the middle (a probably with internet backbone between you and them, which doesn’t affect things like Facebook with redundant networks) to something on your end (port problems), your ISP (over-blown throttling), to something on ANet’s end.

You’ll need to run something like pingplotter to identify where the signal is lost and give ANet the details, via a support ticket.

Question 2

- The Black Screen with the visible mouse-pointer is completely new to me, I’ve been playing 2 years GW2… never seen this. Why is this happening? Any reason?

There are several reasons, including problems with your graphical processing unit, CPU, or other cables. I had a similar issue that only affected GW2, but when I ultimately found the source, it turned out to be a melted hard drive cable; it just didn’t “slip” until GW2 was heating things up inside (not hotter than acceptable; just too hot for a weak cable).

Those can be hard to troubleshoot. One method, if you are comfortable, is to shut down your computer, disconnect it from the power, and re-seat as many components as you can, cleaning things out with a dust blower.

Question 3

- Why can’t one login properly, only after repeatable shutting down the client and re-launching it solves the loggin issue after 5+ to a maximum of 15 tries.

That sounds like a symptom of some other problem. If you’re game has trouble connecting generally, it’s likely that you’ll have trouble logging in, too.

PS: Are there any other players having this issue, or I am entirely alone with this?

Every day, every game ever invented has people having trouble connecting, including GW2. That doesn’t mean their issues are the same as yours; there are all sorts of ways that people have their computers set up and it can be hard to distinguish what’s special on your end (because something always is) and what might be specific to the game in question.

There are certainly times when a game is the primary root cause for most/many of the errors; it’s a lot more rare than people think for popular games. Usually, the issue is something odd on our end (or between us and the game company’s network).

John Smith: “you should kill monsters, because killing monsters is awesome.”

Network Error > Black Screen > Login Issues

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Posted by: SlippyCheeze.5483

SlippyCheeze.5483

https://www.pingplotter.com/fix-your-network is a good guide to how to troubleshoot these disconnects, including figuring out exactly where the problem is.

It could be anet servers, or your ISP, or it could be one of the companies that sit between the two of them funneling packets back and forth. Once you know where it is, that guide also has some advice on how to get the issue resolved.

Note: if it does turn out to be anet, submitting a ticket to support will get a response, while posting here only gets us other players helping out.

Network Error > Black Screen > Login Issues

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Posted by: shadow.6174

shadow.6174

There are several reasons, including problems with your graphical processing unit, CPU, or other cables. I had a similar issue that only affected GW2, but when I ultimately found the source, it turned out to be a melted hard drive cable; it just didn’t “slip” until GW2 was heating things up inside (not hotter than acceptable; just too hot for a weak cable).

Those can be hard to troubleshoot. One method, if you are comfortable, is to shut down your computer, disconnect it from the power, and re-seat as many components as you can, cleaning things out with a dust blower.

I have never seen things like that but for this specific case I can ensure it doesn’t get that far. What seems to happen regarding a black screen in this case is just the game disconnects (for whatever reason) and you are kind of booted back to Character Selection screen possibly but such screen just doesn’t load, then the game sits there with a black screen just like if the map you were on simply unloaded and nothing else got loaded over it.

It doesn’t seem to be a GPU, CPU or any other hardware issue because everything else works, you can even bring up Options or Log Out popup by pressing the hotkey (F11 and Shift+F12 respectively) and the cursor is still visible. You can even Alt-Tab and anything else in the system is still working. Hardware issues usually would affect the whole system.

To OP: yes, your best bet is contacting Support and working out with them to troubleshoot it.