Crashing Issues

Crashing Issues

in Account & Technical Support

Posted by: Gaile Gray

Gaile Gray

ArenaNet Communications Manager

If you are experiencing computer crashes when attempting to play Guild Wars 2, check to be sure that your computer meets all minimum system requirements by referring to the KB article below:
https://help.guildwars2.com/entries/25390756-Minimum-System-Requirements

If your system does meet the minimum requirements and if you’re getting crash errors that produce a pop-up report asking you to notify ArenaNet of the issue, please do fill out the offered form and submit it. The report will go to our Dev and QA Teams for debugging and it may help the team resolve general issues. (Please note that this report will not go to our Customer Support Team, therefore, you will not receive a response after submitting these reports.)

To locate the crash log, please take the following the steps:

  1. In Windows, press the “Start” button and locate the “Search programs and files” bar at the bottom of the start menu.
  2. Type in temp exactly as shown (with the percent signs).
  3. Press “Enter” and a new window should appear with the location of “C:\Users\YOURUSERNAME\AppData\Local\Temp”
  4. Locate the folder labeled "gw2cache-{RANDOM NUMBERS} and delete it.

The most recent crash errors will be toward the bottom of the report. If there is a specific driver or application causing the crash, this sometimes will be displayed next to “Module” (if listed). Another common crash error that is easy to find is “OOM” which stands for “Out of Memory.”

To troubleshoot crash issues, first please ensure that your video card drivers are up to date. You can follow the below link (depending on your card manufacturer) to update to the latest driver version available for your card.

Frequently updating your computer drivers is an ideal step for any graphics- and performance-related issues. If you still experience graphics issues after updating your video card drivers to the latest version, you may want to consider using the latest Beta drivers, if available, or performing a clean installation of your video card drivers.

You may also want to check to see if any of your hardware is overclocked or is utilizing a Turbo Boost feature. If so, consider returning to stock settings, because Guild Wars 2 is sensitive to overclocking.

Should you continue to experience crash issues, please submit a support ticket by clicking “Support” at the top of this page, and then “Submit a request” on the next page.

Gaile Gray
Communications Manager
Guild & Fansite Relations; In-Game Events
ArenaNet