Guild Wars 2

I am hoping a moderator sees this and would consider making a big, bright sticky saying that the Mac beta client support forums are no longer being reviewed by devs.

I can’t find the specific post that this was mentioned in, but I recall others suggesting that that thread be stickied so everyone could see it.

I find it very unfortunate that so many people who use the Mac client come here seeking help and go weeks and months without even a response from other players to their problem. I’m hoping they gave up waiting and just submitted a ticket, but who knows.

There hasn’t been a dev post that I have found in over 4 months and the latest post was by a coordinator closing a thread about 2 months ago.

PLEASE, PLEASE, PLEASE make a sticky telling Mac beta client users seeking help to “read said sticky before you post anything” and inform them that this part of the forum is no longer Anet monitored/answered (abandoned even?) and where they can best seek help… Whether it be just to submit a ticket (include a link to the ticket sticky), visit the WvW/pvp forums, or tech support forums… But please, have the consideration to let them know that their post will go unanswered by a dev who can help them.

Thanks for your time!

I made a ticket about this issue. They really abandon us. I think the mac version will be beta for ever and we will never see another mac patch again.

To the mods, I didn’t know reporting a message wouldn’t get me in trouble as I thought flagging and reporting were used for negative behaviours. I feel very disheartened today, but I’ll try your suggestion, hopefully, I won’t get my account locked or something. I’m just trying to help the poor Mac people who come here seeking assistance only to find none. A sticky months ago would’ve helped ease this. Thanks for your response on the other forum page.

Hi everyone,

Thanks for bringing this to our attention. We will forward your message to the team so they know about the concerns of the Mac Users. Also, we would like to say sorry if we caused you any kind of trouble.

Again, thanks for bringing this to our attention. Please rest assured that your message will be forwarded.

To prevent this thread from derailing, as we have taken notice of it we are going to move it to the Mac client subforum.

Thanks for your understanding

Thank you kindly!

The message Kyllaa is referring to is one I wrote in february. As such I will not be linking it here since Mods usually issue infractions for reviving old threads. (speaking from experience) I will post some of the content below though. This was a response I received from sending in a support ticket about the various Mac beta client issues I had found at the time. I put the comment we would like to get stickied in bold.

Response GM Loxy via Email 02/07/2013 09:59 AM

Hello ‘name’,

Thank you for contacting NCsoft Technical Support.

I read through all of your questions/concerns and at this time they are all known issues. ArenaNet has been collecting data from the crash reports players send in as well as the info we receive from tickets customers submit and is currently using that data to work on resolutions for the issues.

As the Mac client is still in the beta phase of testing, it is normal to have some issues with the client. Please understand that as the client is in beta all Mac users are simply testers and without getting the required information on bugs/issues it will take longer for the issue to be resolved. As the issues are resolved, fixes will be pushed to the client with future updates. Please understand that ArenaNet is working hard to get these issues resolved and is not going to push a fix that may not work.

With that said, we do urge all players that are having issues to submit a ticket as it will allow us to collect data on the issue and forward it to ArenaNet. At this time NCsoft is not troubleshooting Mac issues via the forums and from my understanding the developers are only posting updates and directing customers to submit tickets so we can get the correct info from customers.

Let me know if you have any other questions or issues.

Regards,
Loxy
NCsoft Technical Support

Thank you for making this thread Kyllaa. In February and March I tried bringing this forward in the threads, through support tickets, and through about 10-20 PM’s to Mods, nothing was done and nothing was said. In just a day you have already gotten a response from a Mod, and a positive message at that! That’s more than I was ever able to accomplish. Hopefully they’ll actually follow through this time…..

Waiting waiting waiting, all season long, waiting waiting waiting, it makes your patience strong

I wonder if they’ll start moderating/reviewing this forum again, openly state that it is no longer being supported, or if they will just outwardly close the Mac beta client forums and tell us to use the rest of the forums like all of the pc users. Sadly, the pc users don’t like us there. We really need a resource also. Keeping my fingers crossed for a response soon. Thanks again

Just curious as to how we could remind you guys that we’re still waiting for a promised answer without abusing the system. We’re all dying of suspense here

It has been one full week now and we are still awaiting a response. Any word?

Any word from our Mac development team? People are still coming here for help and all they have is me, a couple others sometimes, or nothing at all.

Please show us some love, even if it is a confirmation that that love is over lol

We are now pushing almost 2 weeks for any response. What is going on?! Can anyone please take 2 minutes to let us know that you are still working on this?

Are these forums going to be supported or are we SOOL here? At least please give us a straight answer that you will no longer be monitoring these forums and that we are pretty much on our own! Let Mac players know up front that they will need a ticket to get any official help! PLEASE!!!

I’ve followed instructions to not use other subforums and flagging, but still no response.

Moderator.1462:

Hi everyone,

Thanks for bringing this to our attention. We will forward your message to the team so they know about the concerns of the Mac Users. Also, we would like to say sorry if we caused you any kind of trouble.

Again, thanks for bringing this to our attention. Please rest assured that your message will be forwarded.

To prevent this thread from derailing, as we have taken notice of it we are going to move it to the Mac client subforum.

Thanks for your understanding

Please, we’re still waiting… 2 weeks now! Just close these forums already and be done with it. Please stop torturing us with solitary confinement

Bump for sticky and/or response from ANet. We’re not letting this conversation die so how about you guys try doing your jobs for the first time since October, you know the last time you guys actually posted something on these forums!

So we should consider that the lack of response is actually “a response”? We are alone on this section of the forums, and that seems to be official…

I just find that sad because people are still coming here for help and it’s the blind leading the blind. At least they could make a sticky or update the support page:

https://en.support.guildwars2.com/app/answers/detail/a_id/9231

Anything… just let us know for certain!

I agree the title of this forum ‘Mac Beta Client Tech Support’ is a bit misleading. Perhaps they should just name it ‘Mac Client Users Trying To Help Users’ and they should remove it from the page you linked to. They should also make a sticky in this forum stating that this forum is no longer reviewed by the development team and to submit support tickets for any issues.

Like I said in another thread I can’t complain much because for the most part I am able to enjoy the game aside from what I consider minor issues (TP hanging). I have not tried WvW yet though so I’m not sure if I will encounter the other problem people have experienced.

Mostly I feel somewhat let down that I was offered a product that was classified as beta but appears that no development toward the Mac beta client has been occurring from what I have read in this forum. Perhaps they are doing some stuff in the background we don’t know about.

Long story short, I just wish they would tell us what is going on as far as support, development or lack there of.

I don’t understand why we are still waiting for a response 3 weeks after a moderator assured us that this would be brought to light for us. I love this game and I love even more that one of my favourite games of all timeis available on the Mac and runs mostly smooth for me, but it is very disheartening to see this level of support.

Looking at the pc forums, one can see and almost feel like us Mac peeps aren’t cared about at all.

Please come back to us with something… Anything!

Kyllaa.1385:

I don’t understand why we are still waiting for a response 3 weeks after a moderator assured us that this would be brought to light for us. I love this game and I love even more that one of my favourite games of all timeis available on the Mac and runs mostly smooth for me, but it is very disheartening to see this level of support.

Looking at the pc forums, one can see and almost feel like us Mac peeps aren’t cared about at all.

Please come back to us with something… Anything!

I agree. I give some fairness to Anet by stating that the Mac client is beta before you buy it. However in my experience with purchasing other products that are beta it usually means there is some level of support and one can expect further development of the product.

Generally I have seen beta as a way to allow users to assist the developers in discovering bugs that they were unaware of due to the millions of possibilities for minor glitches. Otherwise why would they open it to the public anyway.

Specifically I think it is unfair to claim this:

Is there a forum for Mac technical support issues?

Yes. Please post your feedback and issues in the Mac Section of the Guild Wars 2 Forums.

On the GW2 Mac FAQ located here:
https://en.support.guildwars2.com/app/answers/detail/a_id/9231

If this forum is indeed not being reviewed by support they should rename it ‘Mac Users Supporting Mac Users’. Like you, I am mostly happy with the game and I am glad there is a Mac client because I don’t like using programs like boot camp.

So I give credit to Anet for making a Mac client. I have enjoyed this game for many hours. I do however feel somewhat disappointed in Anet. Given the lack of response to Mac problems being posted here and absolutely no updates in progress with the Mac client I am under the impression that we are on our own.

Absolutely! I’m glad you found that and pointed it out. I had forgotten all about that page initially.

Sadly, I understand “beta” and know it won’t be perfect, but I just can’t believe that since they’ve stated (to one person via ticket who was kind enough to share with the rest) that they are no longer viewing this that no further improvements have been made and bugs have not been fixed.

If I’m not mistaken, direct x has seen an update since our last Mac client update and further changes were still made to the game, but has our “wrapper version” of direct x been updated to keep up with the changes they made to the game? How are we to know these things if we don’t get client update notes anymore?

Is it possible that our hawk glitch is due to something like this? And WvW crashing as well? Dstbits, lockedrectbits, etc?

I notice one of the first things the devs offer to pc peeps is “are your graphic drivers up to date? What about direct x?”

We can’t even check those things!

At least design some help for those here who experience issues! Update our clients, answer questions, don’t provide pc instructions for a Mac user through a ticket, notice when we point out an obvious Mac only bug and acknowledge us! Please! Help us to continue to love this game and prevent us from running into game breaking issues!

Kyllaa.1385:

Help us to continue to love this game and prevent us from running into game breaking issues!

I’m probably on the high end of real money gem purchases compared to many players. Like I said in another thread I am thinking of throttling that down if at all. I and probably many Mac users are supporting them through purchases beyond box price. It would be nice if they would reciprocate by at least publicly stating where the Mac client stands, patch notes and such.

Actually I tried to buy some gems yesterday and everything in the TP would load but the gem store. Today I tried again and the front page gem store promotions would load but nothing else. I want to buy some of those RNG chests that some people are so upset about. They are featured on the front page but everything else seemed glitched so I decided not to go forward with my purchase incase purchases were glitched too. I have been waiting it out because I thought it might have something to do with yesterday’s crash. Then again, maybe it is a sign.

Spoon, please create a new thread so we can answer for you without derailing this thread. Thanks!

For anyone still reading this, I’ve recently made a post on the pc tech forum trying to get any help at all for us… ANY response from an actual dev and not just a nameless moderator who won’t be able to help us. You may read my ranty, long post here and follow up to see if anyone responds if you desire.

https://forum-en.gw2archive.eu/forum/support/tech/Where-can-we-get-help

Here’s hoping for a little love!

Kyllaa.1385:

For anyone still reading this, I’ve recently made a post on the pc tech forum trying to get any help at all for us… ANY response from an actual dev and not just a nameless moderator who won’t be able to help us. You may read my ranty, long post here and follow up to see if anyone responds if you desire.

https://forum-en.gw2archive.eu/forum/support/tech/Where-can-we-get-help

Here’s hoping for a little love!

Great post. Hopefully it doesn’t get derailed by the people that love to say, “Mac is kitten”.

It will more likely be ignored like the rest of the Mac posts there. Buried and gone in no time.

Kyllaa.1385:

It will more likely be ignored like the rest of the Mac posts there. Buried and gone in no time.

Yep already page 2 with only 18 views and probably a little under half of those views were people from this forum following your link.

On a side note I guess everyone all ready knew how to make a custom playlist on their Macs.

HAHA look at what I just got in my eMail:

You recently requested help from our Guild Wars 2 Support Team, and we would really like to know how we did. Please help us improve our service by telling us how great – or not so great – we did, by taking a minute to click the link below and filling out our quick survey.

I am attaching a screen cap of the start of the survey for a chuckle. Here is what I wrote in the comment:

I submitted a problem and stated I am using the Mac client on my iMac. The answer I received told me to download a Microsoft .exe update file and install Game Advisor wich is also .exe

.exe files don’t run under OSX.

Over all the GW2 Mac customers have been abandoned. The GW2 website has a FAQ for Mac users that includes a link to the Mac Beta Client Tech support forum which is ignored. No staff member ever posts there. Myself and other kind members have been taking our time to answer questions for your other Mac CUSTOMERS the best we can.

It is rather disappointing that you don’t treat your Mac customers as CUSTOMERS. I realize it is a Beta client but we never get any information on updates, any posts announcing known bugs, any information on what is being worked on with the Mac beta client. Nothing.

If you have abandoned the Mac client all together please let Mac users know in the “Mac Beta Client Tech SUPPORT Forum” or change the name to “Mac Users Trying To Support Mac Users Without the Support of NCSoft / Arenanet”.

I understand that most of your business comes from PC users but Mac users are your PAYING CUSTOMERS too. Mac users support your product beyond box sales by buying gems just like PC users do.

Thank you for taking the time to read this. Please send someone to the “Mac Beta Client Tech Support Forum” to a least tell us what is going on with the product we purchased.

Best regards.

Hopefully my account still works tomorrow. If you don’t here from me again it was nice chatting with you all

Wow! I truly hope you aren’t banned because of honesty. I mean, it’s not like you were insulting or nasty or offensive, you simply were giving your opinion on the service provided to you and trying to get help for the rest.

I bought the collector’s edition for the pc myself, I never dreamed it would be on Mac! I even sent money while I was living overseas to a family member and begged them to go to an EB in the US at midnight to prebuy in full for me so it would be waiting for me at home by launch! But they did it, they gave us the Mac version and Rytlock watched over me while I excitedly installed my Mac client lol. Honestly, it was a gift to finally play this game on my preferred OS. I’ve also spent a couple hundred of dollars on gems (between myself and hubs). And as you stated, the poor service has made me wonder why we’re treated like less.

Sincerely, I thank you for writing your honest opinion in that survey and trying to bring us and all the Mac users the attention we need and deserve.

And maybe c00000094, c0000005, dstbits, lockedrectbits, and trippy, glitchy hawks will someday get fixed. (and possibly the mutual pc/Mac file a bug report and quickly switch character lockup too)

I would love to give a big shout out to you Kyllaa, and you too Trog. At least two people understand the frustrations of fellow Mac users. I would assume one day that they will begin to at least have one person check these forums and help. I mean seriously, I could almost guarantee that one employee is competent in Mac OSX and could solve these problems by taking an hour out of their work day. Especially since they stated that they “haven’t begun work on an expansion”. One developer checking for about an hour a day would very likely be able to solve everyone’s issues with clients or whatever else.

And also, as a side note, I love seeing hawks with frikken laser beams on my friend’s MBP. I have yet to see one on my computer.

Thanks again. (This also serves as a bump to keep this at the top of the page.)

Thanks David! I had one nice person re-orient my thinking a couple months back on here which actually helped me solve my disconnect problem, I was at my wits end with it. But I fixed it and was grateful for having a second mind on the issue. Since he helped me, I decided I should repay my gratitude by helping others. While I was having my issue I realised the sad state our forum was in and decided to do more to help. So… Here I am.

I am also grateful to Trog and his generous contributions of time here too.

I feel bad for everyone who purchased this game just for Mac only to feel abandoned in the end. (I know I’m starting to feel that way too at times)

I’m a pretty squeaky wheel lol, so if you see me stop posting for days on end… They probably got tired of hearing it lol ;p

Oh and I used your “freakin’ laser beams” line!

https://forum-en.gw2archive.eu/forum/support/bugs/Graphical-Error-Bug-on-Hawk/first#post2056561

Thanks for the thanks. I’m pretty new around here so I try to help when I can. I do the same thing in game. I don’t have any characters over L30, 4 around that level, I like trying different professions a lot. Plus I get distracted. I spent probably 3 hours today running some new player around Quenssdale. I found him dead in the swamp and he said he was trying to get to Lions Arch. Obviously he was lost hehe.

Anyway I wanted to chime in because today I saw something really odd. I was outside a fort and there was a player a bit further away that looked like he had a rope tethered from the fort to him. Has anyone else seen this before? It didn’t go away until he ran out of sight.

Lol odd place to put that, but nope, I have never seen that… Just random teleporting people. Next time try a screenie? Maybe it was a ranger with a hawk? ;p

Kyllaa.1385:

Lol odd place to put that, but nope, I have never seen that… Just random teleporting people. Next time try a screenie? Maybe it was a ranger with a hawk? ;p

I took a screen but Adobe decided they didn’t like the fact that I purchased a new iMac and locked Photoshop. So I can’t do much with the giant screen cap until their ‘customer support’ decides to unlock the product I purchased years ago for me. It was the only program that didn’t work after migrate. I’m waiting for them to tell me to install the Photoshop .exe

I don’t want to upload a giant file.

JustTrogdor.7892:

Kyllaa.1385:

Lol odd place to put that, but nope, I have never seen that… Just random teleporting people. Next time try a screenie? Maybe it was a ranger with a hawk? ;p

I took a screen but Adobe decided they didn’t like the fact that I purchased a new iMac and locked Photoshop. So I can’t do much with the giant screen cap until their ‘customer support’ decides to unlock the product I purchased years ago for me. It was the only program that didn’t work after migrate. I’m waiting for them to tell me to install the Photoshop .exe

I don’t want to upload a giant file.

Hey ‘JustTrogdor’, might have an answer for you about Photoshop!
I had to do this myself some time ago after updating my OS.

Before you can use Photoshop on the new iMac, you must “deactivate” your copy on your old Mac, then re-activated it on the new OS. Don’t worry, if you don’t have the old system, you can still deactivate it on the new iMac.

You should check These Directions

That should help you out a bit I hope (and yes, the directions are for more than just CS5). Adobe NEVER responded to me about it. That’s what happens when you pay top dollar for a product, they give up on you >_<

Lol squish, your words seem somehow relevant to this whole thread ;p

Also, very generous of you to share that.

Kyllaa.1385:

Lol squish, your words seem somehow relevant to this whole thread ;p

Also, very generous of you to share that.

Well I try to be helpful when I can!

You know, other than some STRANGE tearing that happens whenever some ranger’s pet bird flies buy with a laser-beam-butt, I have ZERO issues with the Mac beta client.

I’ve been playing For, well, since 2 months after the game came out? Or there abouts. And other than regular issues where they patch something and some minor world stuff breaks, it’s always worked.

I’m running a 2008 iMac, Core 2 Duo 3.06Ghz, 4GB of ram, 1TB hd, and a GeForce 8800 GS video card with 512mb of vram. IT’s getting to the point where I have to run the graphics on low (sadly), but I still run 1920×1200 at about 25fps most of the time.

I need to snatch my room-mates computer… 6-core AMD system with a GTX 460 card drool. He runs the game with everything turned on high and it’s so shiny. >_<

Thanks Squish! I sent you a PM back. I should have thought about something like that but glad you brought it to my attention. Well, actually Adobe should of thought of that when I submitted my support request, which I have yet to hear back.

I appreciate you taking the time to look it up for me.

I’ll try to pitch in here and there around the forums hoping to help out with something maybe you guys don’t know. Who knows. Maybe I will stumble across solutions to things in game that I can let everyone know about. It’s almost an every man for himself thing here. Perhaps tweeting a few times to ANet will get some kind of response?

All of my tweets in the past have gone unanswered… Other than some smart bummed player who decided to chastise me for something or another.

I was considering making a fb and twitter post after the 1 month mark of this thread, but if any of you want to sooner, have a go at it

I’m gonna take a stab at it tomorrow. Probably gonna get my friends to join in too. There is always power in numbers.

Kyllaa.1385:

All of my tweets in the past have gone unanswered… Other than some smart bummed player who decided to chastise me for something or another.

I was considering making a fb and twitter post after the 1 month mark of this thread, but if any of you want to sooner, have a go at it

Given the title of this thread, I don’t think they would care.

This wasn’t the original name of the thread. That was just changed in the last week. I changed it for those still coming here for help so they don’t expect too much… Unlike what the link posted above from the support page might suggest.

It seems our only avenue is to continue to submit trouble tickets each time you have a problem. I suggest this for any glitch you experience that seems unique to the Mac client. There are some bugs that are accuring with both Windows and OSX.

Make sure you specify in each ticket that you are using OSX. Given my recent experience with a support ticket I recommend mentioning you are running the Mac client under OSX at least three times in your ticket.

I don’t know, I’m just starting to lose hope here

File tickets, but don’t come to the forum to get answers unless the post already exists.

Okay without trying to derail this thread too much here is the player tethered to what looks like a rope I mentioned.

What a strange artifact. I have no idea what that is, but it looks similar in nature to the hawk artifacts. What profession is he?

Here is an interesting topic on the main forum that I had to do my best to just a a simple reply.

https://forum-en.gw2archive.eu/forum/game/gw2/Is-this-a-Beta/

They just closed that thread 20 minutes ago…. Where is our moderator?!?!

https://forum-en.gw2archive.eu/forum/support/tech/Where-can-we-get-help/first#post2075316

We got a dev response on the tech support forums finally!!! I’m really hoping this will open the doors for someone to give us a little attention here too.

Also, Ashley still recommends that a ticket is our best course of action here for help needed.