Anet sent me this. I will have to do it once I get home:
Hello XXXXXX,
Thank you for contacting NCsoft Technical Support.
In order for us to better assist you with this issue, I would like you to provide us with some basic information from your game client and computer system:
First, a file called “Arenanet.log” will be generated in your “Documents” folder under the “Guild Wars 2” folder. Please locate “Arenanet.log” (If present) and attach them to your reply.
Next, I need you to run our “Game Advisor” tool. The Game Advisor will provide us with helpful information about your system and Internet connection.
If you are using a router, hub, or switch, please disconnect this device and connect directly to your modem before running this utility. You may have to reboot your modem and/or computer to reestablish your Internet connection. If this isn’t possible due to your network setup, please run Game Advisor with the router connected as the information will still be useful.
To run Game Advisor, please perform the following steps:
1. To download the Game Advisor, go here: http://us.ncsoft.com/gameadvisor
2. When prompted, save the file to your Windows “desktop” so that you can access it easily. Please save the file before running it – running from the website can cause file issues.
3. Double-click on the Game Advisor file and then click on the icon for Guild Wars 2.
4. Click on the “Test Computer and Connection” button and please wait a few minutes while the process completes.
5. Once the process completes, a “Test Result” window will come up. This window will provide you with a link to update your ticket as well as tell you where the diagnostic report is saved. You can also view the report file.
Lastly, I would like to examine your TCP/IP, Winsock, DNS and Proxy information for potential issues. To do this, we use an application called “Hi-jack this.” To run Hi-jack this:
1. Download and run HijackThis from the following link:
http://sourceforge.net/projects/hjt/
2. Click the “Do a system scan and save a logfile” button.
3. Once the scan is complete, a text logfile will appear in Notepad. Save this file to your Desktop.
Please update your ticket with these files. If you need assistance attaching a report to the ticket please follow the instructions in the following Knowledge Base article:
Title: Attaching a File
Answer Link: http://help.ncsoft.com/cgi-bin/ncsoft.cfg/php/enduser/std_adp.php?p_faqid=5887
Once we receive it, we’ll have a better idea of how to resolve your issue.
Regards,
Ashe
NCsoft Technical Support
