Guild Wars 2

Keep in mind that my initial reply was speaking for connectivity issues in general, as the posts prior to mine indicated a general latency issue across the board.

If you are having continuous latency issues whilst connected to the European data center, please post in this thread. Consistent latency issues specific to those connecting to the European data center are being tracked there.

Also, as a reminder, please keep replies to this thread constructive in nature. Please remember that non-constructive posts may be removed and infractions may be issued to those who do not follow the Forum Code of Conduct.

We’ve recently updated our Knowledge Base with an article specifically for helping to address latency issues. You can find that article here

If you have tried the solutions provided in the article and you’re still experiencing latency issues, please submit a ticket to us. From the drop-down menu on this page, please choose Technical Issue. From here, please include the following in the description of the issue:

- Your ISP
- Which data center you’re connecting to (North American or European)
- Your OS (including if you’re running on 32 bit or 64 bit)
- Whether the lag is intermittent or consistent (include times with time zones that you notice it’s worse, if applicable)
- Where you’re located (state/province)

We may request additional information about your computer after this, such as a Game Advisor report. To speed up our investigation time, I recommend generating a report from the Game Advisor and sending it as an attachment once you have received our auto-reply confirming that we have received your ticket. Doing this in advance will save us a communication step with you so that we may begin troubleshooting the issue with you sooner.

Brother Grimm.5176:

Hackers are VERY good at having access to an email account and hiding any evidence of it from the real owner. I’d guess that 80-90% of Anet account hacks happen via hacked email accounts.

This is very true (though I don’t have exact percentages on-hand to provide at the moment). The vast majority of compromised accounts that we’ve seen start with the unauthorized individual knowing the password to an e-mail account with a Guild Wars or Guild Wars 2 account associated with it. It’s precisely for this reason that we highly recommend that players not use the same password for their e-mail account and their Guild Wars 2 account.

If we detect that an account may have been compromised, we will proactively block it to prevent future unauthorized access. Not everyone whose accounts become blocked did something wrong. =) Like shadow mentioned, have your friend submit a ticket here and we’ll look into the situation as soon as we are able.

The servers are a bit overloaded at the moment. If you’re getting the error “Connection errors detected – retrying” upon opening the launcher, let it sit in the background for a few minutes and it should start patching. If you get this happening mid-patch, close the launcher and re-open it, then give it some time to connect. Things should normalize again relatively soon.

The name mentioned by the OP is in violation of the Guild Wars 2 Naming Policy, specifically these two points:

- Have offensive racial, ethnic, national, or cultural connotations
- Reference sexual acts or real life violence

As a reminder, if you see a name that you believe is in violation of the Naming Policy, please report the individual in the game so that an agent may investigate and take appropriate action where needed. Reports made in-game are monitored 24/7.

Remember when creating/renaming characters that perception is what matters, not one’s intention/reasoning behind naming a character a particular way.

If your accounts are already linked, you will not need to re-link them after changing the account name (e-mail address).

You can submit a ticket about all of your accounts at the same time. You won’t need to make multiple tickets for the different accounts. Just be sure to include as much of the requested information in the form as you are able to provide for the accounts. List the additional accounts’ information in the ticket itself.

Please review this thread that our Department Lead made on 2/4 regarding recent response times. Please keep in mind that there are thousands of y’all (with plenty more coming back after the recent expansion announcement) and only so many of us; we’re working to get everyone back in the game as quickly as we can while still ensuring that quality support is provided in each situation.

General info about delayed response times can be found here.

Tickets that have gone seven days or longer without any reply should be listed here.

This should be resolved now. If you are still encountering this issue, please reply to this thread.

This should be resolved now. If you are still encountering this issue, please reply to this thread.

We’re aware of this issue and our Quality Assurance team is investigating at the moment. I’ll update here again when I have new information to share. Apologies for the inconvenience, everyone!

As stated by Gaile, “ArenaNet cannot approve or review or “vet” any third-party programs.”

Additionally, we do not tag or note accounts to allow someone to essentially get a “freebie” for using disallowed third-party software. If an account is found to be utilizing disallowed third-party programs, then the account is subject to administrative action as outlined by the Conduct Breaches and Outcomes document.

The older purchase for the Digital Deluxe Edition did not receive the Suit of Legacy Armor or the Heroic Chest, but any new purchases of the Digital Deluxe Edition will contain them. You can see what each edition offers by visiting this link.

We are currently dealing with much higher ticket volume than normal as a result of the recent announcement. I apologize for the wait, but please rest assured that we will get to your ticket as soon as we are able. Please do not submit multiple tickets, as doing so only increases the amount of time that you and others will have to wait for a reply.

You can read more about ticket delays in the following sticky: https://forum-en.gw2archive.eu/forum/support/support/Delayed-or-No-Ticket-Reply-Read-This/first#post4533589

Inculpatus cedo.9234:

From the Forum Code of Conduct:

You agree to the following guidelines, which will help cultivate a user-friendly environment in the Guild Wars 2 Forums:

Do not engage in personal attacks against forum moderators or ArenaNet staff. You may contact staff directly at forums@arena.net if you wish to discuss a staff member’s decision. Please note that abuse of staff members or moderators in forum posts or private messages may result in forum account termination.

Do not debate Customer Support decisions or actions. Threads or posts designed to announce, appeal, or contest your own or another player’s suspension or account termination—be it forum or game account—will be removed without notice.

Do not post on behalf of a suspended or banned user.

Do not post petitions, “I demand an answer” threads, conspiracy threads, or comments about circumventing the rules.

https://forum-en.gw2archive.eu/forum/rules

Thus, closing thread.

As a reminder, tickets are answered in the order in which they were received. Please do not submit multiple tickets about the same issue, as doing so only increases the amount of time you and others may have to wait for a reply. Additionally, tickets should only be filed by the account owner; we can only speak with the account owner in regard to their account.

We’re looking into this at the moment. I’ll update this thread again once I have more to share. Apologies for the inconvenience, everyone!

If you’re still having issues submitting a ticket, please try using a different browser. If you’re still getting the same error message, let us know here so we can look into it.

Yes, this is something that we may request for certain occasions and is not at all out of the ordinary. Some issues require us to see what it is exactly that you are encountering since it may be an anomaly that we otherwise wouldn’t be able to identify.

There are certain Black Lion Weapon skins that are unlocked for some players in the achievements even though the skin was never obtained. We’re aware of this one and our QA team has it on their plate at this time. Apologies for any confusion caused by this!

The fix has been implemented with the hotfix that just went out. If you’re still encountering this issue, please submit a support ticket so that we can look further into your individual situation. Thank you all so much for your patience!

The problem has been identified and a fix is currently in the works. Again, I’m sorry for this inconvenience, everyone! I’ll update this thread again once I’ve been notified that the fix has been implemented.

We’re aware of an issue with world transfers (or in your case, choosing a world) not completing successfully under certain circumstances. It’s being addressed at this time. Apologies for any inconvenience!

Elrey.5472:

GM Talon.8726:

The Quality Assura nce team is aware of the issue and they are working on a fix.

Of course, because only Asura’s can fix that (couldn’t resist xD)

Hah, clever! I think I might call them that from now on xD

The Quality Assurance team is aware of the issue and they are working on a fix.

I’ll continue communication with you through your ticket. Thanks for bringing this up! =)

JustTrogdor.7892:

https://support.guildwars.com/home

Follow the submit a request link to contact support.

We are actually switching this week to an integration of both support interfaces into one, meaning https://help.guildwars2.com will be the home for both Guild Wars and Guild Wars 2 support. More on that in a future thread though

Please keep in mind that if your Guild Wars account is linked to your Guild Wars 2 account, the password for both games will be the same.

If you wouldn’t mind posting the ticket number for the recent inquiry about your daughter’s account, I’ll be happy to take a look into the situation for you! =)

joe.7684:

How long is the replacement golem good for once it’s activated?

For fourteen days, just like the golem that was used when the bug was in place. Here’s the wiki article about the Golem Banker for more information.

Ahh, this one was my bad. We found out what happened though, and the rest of the golems should be sent within an hour or so of me posting this. My apologies, and thanks for letting me know!

Shadey Dancer.2907:

Chears GM Talon and the team, all sorted and good to go now.

Glad to hear it! =) Thanks to everyone for the reports and fix confirmations!

Thanks for letting us know! Our QA team is taking a look into the issue.

The replacement golems were sent out a few minutes ago via in-game mail. Thanks for your patience, everyone!

OctopusX.7185:

GM Talon.8726:

We’re aware of this issue and our Quality Assurance team is looking into it. Thanks for bringing it up!

Hey GM Talon, do you guyz intend to fix this anytime soon, like today?
Not to ask how this happened at first place lol :/

We don’t have an ETA for a fix on this issue at this time.

Bellizare.5816:

https://forum-en.gw2archive.eu/forum/support/bugs/Personal-Golem-Banker-not-working/first#post4575667

Talon’s reply looks vaguely familiar.

What can I say, I’m a creature of habit! xP

This should be fixed now. Anyone still having an issue?

EDIT: Whoops, that’s what I get for leaving this open and not refreshing the page for a couple of days! >.> We’ll be gathering some necessary information and sending the replacement golems out soon (aiming for within 48 hours of this post). Once they’ve been distributed, I’ll update here again.

We’re aware of this particular issue. Thanks for bringing it up!

(My favorite part of this was walking on “liquid” wooden planks ;P)

We’re aware of this issue and our Quality Assurance team is looking into it. Thanks for bringing it up!

Inculpatus cedo.9234:

Well, there you go! Ask and ye shall receive. Isn’t the CS Team great!? =)

D’aw, shucks! =3

Charleston Chew.1209:

Thanks for the confirmation I shall eagerly await further response from customer support.

No problem, glad to help! If you didn’t receive an automated reply when you submitted your ticket though, I’d highly recommend taking a look at Gaile’s thread to make sure you end up getting our replies. =)

Your ticket is in queue for assistance. An agent will reply as soon as they are able.

To clarify the bug a bit, the first time you use it, it will succeed in creating a banker golem that works. However, any use of the item afterwards will result in creating a golem that does nothing and disappears after a few seconds have passed.

Update:

We’ve identified the issue and the fix will be implemented with an upcoming release. Once the fix has been confirmed to be working, I will update this thread again to let everyone know. We will be sending one of these Golem Bankers to each account that was affected by the bug shortly thereafter.

There are words or combinations of words that could potentially mean something offensive to another culture or nation, some of which may be slang that is not easily discovered through a search engine. Here’s the core bit from the Naming Policy as a refresher:

We do not permit names that:

Have offensive racial, ethnic, national, or cultural connotations
Include hate speech or bigoted slurs
Reference sexual acts or real life violence
Are pornographic
Make inappropriate references to human anatomy or bodily functions
Reference illegal drugs or activities
Reference religious or historical figures
Reference real-life people
Reference names of copyrighted or trademarked characters, materials, or products
Use misspellings or alternative spellings of names that violate any of the above rules

While we realize a lot of names may be created without malign intentions, perception is what matters in the long run. For this particular case, it appears that a combination of strung letters in the name “Gubby Huggles” is what’s triggering the filter.

The naming filter is a collection of words, slang, letter combinations, etc. across many, many languages that have been collected since Guild Wars launched in 2005; as such, the Support Team cannot simply narrow down which specific language a string of particular letters may trigger the filter, especially since direct access to the naming filter is limited to a few individuals.

As a last point, to clarify, if a name is not allowed by the naming filter and the name has never existed in the past, we cannot simply “override” it with a button to allow it to exist. If the name was previously censored and it was decided that the name was not in violation of the Naming Policy, a GM can then allow the name back into the game.

As this reply more than covers the initial inquiry for this thread and recent replies have shown this topic to be railing off towards the deep end so to speak, I’m closing it now.

The Golem Banker from the gem store is not experiencing this issue, only the one from the CE/DDE upgrade.

I hope to have an update for y’all on this tomorrow when more folks are in the studio. Thanks for your patience!

Player-to-player trading is not against the EULA or RoC; however, players engaging in this type of trading do so at their own risk. The Support Team does not sanction nor do we condone trading in this manner, but should someone not meet their end of the bargain in these types of agreements (gentlemen’s agreements, as they’re called), we do not take measures to ensure that all parties receive the agreed upon goods. The Trading Post exists to prevent potential dishonesty in trade agreements.

Inculpatus cedo.9234:

Edit (a few hours later): I see the Stickies are back! Yay! Thank you so much. =)

Thank y’all so much for all of the help y’all provide in here! =)

FYI about the sticky inquiries:

A lot of stickies were taken down to help clear up the clutter and consolidate some similar issues. We’re going to put all of that information into a Knowledge Base article (or two) on our support site. I’ll talk to Michael about possibly consolidating some of those stickies we took down into new stickies for here as well.

We are aware of this particular issue and our Quality Assurance team is investigating at this time. I’ll update here again once I have more information to share. Thanks for bringing this up, everyone!

OP’s Inquiry:

Per the Guild Wars 2 Naming Policy :

We do not permit names that:

- Have offensive racial, ethnic, national, or cultural connotations
- Include hate speech or bigoted slurs
- Use misspellings or alternative spellings of names that violate any of the above rules

The name shown in the screenshot is absolutely in violation and will not be granted an appeal.

For inquiries regarding a character’s forced rename in general, players should submit a ticket here . Please be sure to select “In-Game Issue” from the drop-down list on this page to ensure that your ticket is filed with the correct department.

No further statements need to be made regarding this inquiry. Closing.

Issue that this thread was created about has been resolved. Closing.

Oh gosh, I’m picturing Dunkoro running around Elona with a top hat now and I can’t stop laughing xD

The primary reason behind this is to eliminate the potential for impersonation of these characters and/or an ArenaNet employee. Some of the more pronounced character names were already in our naming filter for this reason (such as Ogden, Kormir, Vizier Khilbron, etc.), but other character names that we thought were in the filter actually were not. This action was set in motion to create that consistency across all prominent NPCs from both Guild Wars and Guild Wars 2.