Guild Wars 2

Hey guys! Thanks for letting us know about this. We have Top People on the case!

Bacta, you are correct – there’s a setting on your account that says you’re a German speaker, so all your tickets get flagged as German by default. Looks like someone already replied to your ticket (though I’m not sure why they replied in German).

You guys are right that it hasn’t been getting updated as often as it should lately. This is exactly correct:

Inculpatus cedo.9234:

And yet the Tracker states that not all bugs are listed.

I imagine the one Dev responsible for editing the page is extra busy lately.
Fixed bugs are listed in every set of patch notes, and many are fixed without acknowledgement. Of course, some bugs take longer to fix than the playerbase would prefer.

Several months ago I took on more responsibilities and haven’t had as much time to devote to investigating bugs as I used to. The silver lining is that I’ve trained another person on how to add bugs to the tracker, and today will be training 3 more. You should see the list grow significantly this week, and going forward it should be back to getting updated weekly (if not more often).

Regarding long-standing bugs: When we launched the tracker, I polled players here and on Reddit to collect a ton of them and added them to the tracker. Apparently some got missed, though. After I get the training and updates done today, I’ll set up another thread here and on Reddit to get another round of player suggestions.

I know this is an old thread, but I just wanted to let everyone know that this should be fixed in today’s patch. You still won’t be able to use these items to get into full maps, but now they won’t be destroyed when you try.

Looks like the problems are resolved. Thanks for your patience!

Just a quick heads up for anyone submitting a ticket this morning. The main tool we use for handling tickets is having some issues. You should still be able to submit tickets normally, but you might see some additional delays in getting a response.

Keyboard firmware? Weeeeird. I had been suspecting driver issues, but keyboards are usually pretty innocent. Out of curiosity, what kind of keyboard do you use?

This is indeed a known bug and we’re working on finding a fix for it now. In the meantime, you can try a different map (either by logging out/going to a different zone for at least an hour or by taxiing in) or just keep an eye on our Known Issue Tracker for updates on our progress.

My attention is gotten! I’m working with our QA department right now on a list of broken/stalled events (including this one). You should expect to see them start appearing on the Known Issue Tracker tonight, with the rest of the ones I’m aware of up by Thursday evening. If you know of a busted event that is not on the tracker on Friday, please shoot me a detailed PM and I’ll check it out. The more info you can provide the better – which NPCs are broken, items that don’t spawn right, the name of the event step it stalls on, that sort of thing. Thanks!

This is indeed a bug, and we’re trying to find a fix for it now. It’ll be added to the Known Issue Tracker with the update I’m doing this evening. Thanks for the reports!

This is indeed a bug, and we’re trying to find a fix for it now. It’ll be added to the Known Issue Tracker with the update I’m doing this evening. Thanks for the report!

Several of the “transform” skills in the game seem to be missing at the moment. I’ll have them added to the tracker shortly. Thanks!

I’m glad to hear this is fixed for many of you. For the rest of you, I’ll make sure the dev who worked on the fix sees your updates.

Thanks for the reports, guys! If you could let us know which guild you’re repping when you see this happen (or if it happens for all of your guilds), that would be helpful.

Thanks shadow, I didn’t catch that in my preview. Fixed!

Could you guys try the following and let me know if it works?

1. Completely close the game
2. Go to temp folder by going to start/run, type in %temp% and hit enter
3. Browse to the folder gw2cache-(###). Example: “gw2cache-(50641E0B-3AD4-1601-081E-6450D43A0116)” 
4. Delete the whole gw2cache folder
5.  Restart the game and see if this resolved your issue

Edited for formatting.

Thanks all! This should, in theory, by fixed now. Please let us know if you see this problem again.

We are indeed working on this issue (it’ll be added to the Known Issue Tracker shortly. Unfortunately it’s proven a very difficult one to solve. We’ll keep you posted on the progress, though.

Edited to add: please do post the video, Shylock! Especially if you managed to grab the game history at the end.

Please post here with the name of the character that’s having this problem if you’ve seen it!

Edited to remove gratuitous kittening.

Tracker has been updated again today with some minor changes:

• Solved moved to top
• Added a “Need more information” status to let players know when we could use their help gathering details about an issue

Re: Jira or formatting changes: right now I’m focused on getting all the major issues in the tracker. I’m talking to our QA and Web Dev teams about changes we can make in the future to make the process more streamlined, but for now the current version (or something very much like it) is what we’re stuck with.

It’s been a busy day here at the studio, so my bug herding was slowed down by other major happenings. However, I did get through a majority of the reports from yesterday and the tracker’s been updated with the things I could find in our database. If your issue isn’t on there, don’t worry! I’ve made notes on all of them and will continue investigating next week.

Time for me to go home. I’ll be monitoring this thread again tomorrow, so feel free to post anything you feel should be on this list but isn’t. Reports I plan to look into tomorrow (in addition to the usual checks mentioned above):

Dungeon/Fractal bugs
Hearts & Minds
The Great Oouo Event Chain
Juggernaut effects for scrapper
Tribal armor
Line of Sight issues (Blaze Breaker and potentially others)
Hunter’s Ward not showing up for enemy players
Mini display being turned off

The conversation on Reddit has been pretty lively, so I’m cross-posting some stuff from there:

Why isn’t [X issue] on the list? Does that mean ANet doesn’t think it’s a problem/won’t fix it?
Just because something isn’t on the list doesn’t mean we don’t think it’s an issue or aren’t working on fixing it. It’s still a work in progress (and always will be, since new bugs pop up and old bugs are fixed on a daily basis).

The list is missing a lot of things. Inclusion on the list is not based solely on the number of reports – to be honest it’s mostly a matter of it coming on my radar. There are several ways that can happen:

• In-game reports
• Customer Support tickets
• Posts in the official bug forums (I try to keep up on these but sometimes miss things)
• Reddit posts (same as the forums)
• Me painstakingly combing through our bug database

As it says at the top the tracker, two types of bugs are also intentionally not included:

1. Very minor stuff (like typos, small display issues, or super-edge-case stuff that will likely never be seen by anyone)
2. Anything that could be exploited

Where are all the Dungeon/Fractal bugs?
This list is still a work in progress – expect to see more of these added tomorrow and next week.

Why don’t you just show us your bug tracker with JIRA or something, like Minecraft does?
We discussed doing something similar, but that would also expose supar sekret stuff so we couldn’t (which is unfortunate for me because it would also be a lot less work). The other downside to doing it that way would be making users comb through ALL the bugs (including stuff like typos, translation errors, tiny clipping problems, and other assorted things that don’t actually impact gameplay).

Why do I get a Zendesk error when I try to look at the list in a non-English language?
Zendesk is the platform we use for our Support site, and it’s kind of finicky with languages – all the different language versions have their own URL, so you have to have your language set to the URL you’re on or you get that error (we’re working on fixing this in the coming months, but it’ll be a while). Links to the non-English versions:

• French
• German
• Spanish

Due to the time it takes for our localization partners to translate the text, non-English versions of the tracker may be slightly out of date.

Edited to explain what Zendesk is.

Thanks for the reports, guys. This issue is caused by a few different bugs, so fixing it in all cases is quite complicated. The good news is that we have several changes being tested now that should resolve most (but possibly not all) of these cases. Because of the complexity of this bunch of bugs the testing phase is taking a while, but if all goes well these changes should go live on 3/22.

Hey guys, I just wanted to let you know that we have a potential fix in the testing phase now. I also wanted to summarize some things that others in this thread (thanks!) have said helped:

• windowed mode
• limit fps
• disable action camera

We’ll keep you posted on the status of the potential fix. Thanks for your reports.

Hey guys, thanks for keeping us up-to-date on the problems you’re seeing. Some of these issues are tricky as they do not appear to be impacting everyone (for example, some people now have party descriptions posting on the first try, while others are still seeing blank postings and have to edit). Please continue posting detailed descriptions of the problems you hit so that Brandon can narrow down potential causes. Your help and patience are appreciated!

Also, Melanion, if you/your friend could post her ticket number(s), we’ll look into the Support end of things and make sure Matthew gets any files that she’s already sent.

Rewards have all been sent out. If you’re still missing something, please contact Support.

So, turns out the reason this hasn’t been addressed yet is that there are some serious technical limitations. All off the potential solutions we’ve found so far would be exploitable, so we haven’t been able to implement them. The conversation is ongoing, though, so I’ll keep you posted on what ends up happening (even if it’s just a text change to let people know the item might fail).

Will ANet be refunding all of the people who contact support, or will there be some sort of time limit?

There’s no hard and fast time limit, but we need to be able to verify the loss. If you can give us the exact date and time, it doesn’t matter if it’s a day later or 6 months, we can do the refund. Of course, most people aren’t going to remember if they wait too long, so putting in a ticket as soon as it happens is the best plan.

Update:

• If you haven’t gotten your rewards yet, check to make sure your Trading Post delivery box isn’t full.
• If you got an empty box, you should receive your replacement reward in the mail in the next couple of days.

Should be fixed now. Anyone still seeing problems?

Generally for refunds it’s best to submit a ticket, but I went ahead and took care of this for you. Your replacement teleports should be in your mailbox.

Regarding the bug itself, I’ve reached out to some devs to figure out what the status on it is. Everyone’s gone home for the evening at this point, but I’ll update this thread when I have more info.

In the meantime, if anyone else has had this happen, please do contact us and we’ll hook you up with replacements.

This should be fixed in tomorrow’s patch.

This should be fixed in tomorrow’s patch.

Kya.8043:

I’ve really enjoyed coming back to this game and had a lots of pleasant experiences to this point. I do find the last response from the GW team to be kind of rude. I think the phrase “freak out” is misused. I’ve been patiently checking this forum every day for almost a week now, as have quite a few people. Even the posts here are pretty calm considering how aggravating this problem is. What a great problem too – people are enjoying the story lines so much that not being able to move on through them is really annoying to them. Rather than belittle those who are playing your game, gracious appreciation and sincere apologies for the hold up would be a better move.

Snide comments like the above make me consider taking my time and my business elsewhere.

You’re right, Kya, I shouldn’t have used that phrase. I was trying to avoid using the same words in two different posts so it wouldn’t seem like I was just copy/pasting responses without reading the threads. I apologize for coming off as dismissive – I know you guys are just upset because you’re excited about playing through the story and are now stuck.

I do want to reiterate my thanks for the patience most of you have shown, and assure you that we’re fixing things as fast as we can. Unfortunately, sometimes “as fast as we can” is sometimes two weeks (or longer). I wish we could always have a fix for every bug in the first hotfix after a patch, but some bugs are just harder to fix. I’m sorry this one is taking so long. Please know that we are listening, and we do take your concerns seriously.

Most of us do take weekends off, so please don’t be alarmed if we don’t post over the weekend.

We think we’ve found a fix for this issue and it’s currently in the testing phase. If all goes well, it should be out in next Tuesday’s patch.

Thanks to all of you who have been patient with us on this one.

We do take weekends off, so please don’t freak out if we don’t post over the weekend.

A fix has been identified for this issue and is currently in the testing phase. If all goes well, it should be out in next Tuesday’s patch.

For those concerned with progress being blocked: while it definitely is frustrating to be stuck at a certain point in the story, you can still progress your character. The Personal Story is designed to be completed spread out across the whole leveling process, so it’s no problem to walk away from it for a few levels while you wait on the fix.

Thanks to all of you who have been patient with us on this one.

For those of you experiencing severely high ping times and disconnects (boots to the character select screen):

• We’ve fixed a couple bugs that actually had nothing to do with the Shatterer that should alleviate some of the issues (turns out it some Squad UI stuff was causing some problems).
• The ever-wonderful Susan made some tweaks to the map that should also help going forward.
• Reducing your game’s graphical settings to “Best Performance” may help.

Please do continue to post here if you keep seeing problems. Thanks!

Thanks for the reports! We have devs working on both locations now.

We are working on a fix, but it’s not quite ready yet. Please try to be patient!

We’re working on getting this fixed so you can redecorate as you see fit. Thanks for the report!

Thanks for the reports, guys! We’re looking into it now.

OP:

• Did you happen to take a screenshot or write down any error messages you saw?
• Did your client completely crash, or did you just get booted back to the character select screen?
• If your client did crash (rather than just disconnecting/going to character select), can you please PM me with your crash log? Instructions on getting the log are here.

Everyone else: if you get DCed or crash during the Shatter, it would be super helpful for us if you could take a screenshot of whatever error/crash message you get. If you get a crash message, you get bonus points for sending me your crash log in a PM. Thanks!

Thanks for letting us know! Do you happen to know what error message you got?

Thanks for letting us know, guys. Could any of you provide the error message you saw, or a screenshot? It would help us investigate.

The devs are aware of this and are working on a solution. Thanks for letting us know!

Thanks for the report, and the helpful video! I’ve alerted the WvW team and they’re looking into it.

Assuming all goes well with testing, we should have a fix for this in the next patch.

Assuming all goes well with testing, we should have a fix for this in the next patch.