Guild Wars 2

Hey all,

I just wanted to hop in and let everyone know that we are still looking into this issue for you.

Please continue to post your pathpings if you haven’t done so as I am still looking through them as you all post them.

Thanks,

Hey all,

Thank you for the providing the information Ashley had requested. We are continuing to look into this and I will post an update here as soon as I have one.

Thanks
- Matt

Hey all,

So we can look into this further I would like to ask anyone who is experiencing this issue to submit a ticket to Tech Support so they can start gathering everyone’s data and look into the cause of this.

Thanks,

Hey everyone,

I apologize for the delay in my posting today. We will be publishing a hotfix at 4:00PST that should resolve the constant crashing with the Mac client.

As always, if you all continue to experience this issue after the hotfix is live please update this thread.

- Matt

Hey all,

I just wanted to jump in and let everyone know we are looking into this now. I will update this thread when I have more information.

Hey all,

We are looking into this now and I will update this thread once I have more information to provide.

Thanks,

Hey Lee,

At this point, I would recommend putting a ticket into support so they can gather some additional information from you to dig into this issue further. You can contact support at support@guildwars2.com.

Thanks Sphecida, I will have someone take a look at this now.

Hey Lee,

There are a couple of things you can try that have helped a few other players who were experiencing this same issue.

First, I would like to ensure you do not have any outdated Root Certificates on your machine. To update these you can follow the steps below:

Close out of Guild Wars 2 if you have it running and go to your Documents folder. In the Guild Wars 2 folder you should have a file called Local.dat, delete this file.

2. Download the program from the link below:

http://download.windowsupdate.com/msdownload/update/v3/static/trustedr/en/rootsupd.exe

3. Run the program. You will probably have to click ‘run’ or ‘allow’ a couple times, but after that, nothing will appear.

If you run the program and nothing happens that’s ok, it is as it should be.

4. Open the Game Client and try to access the trading post.

If updating your Root Certificates does not help, you may also want to clear out your temporary cache for Guild Wars 2.

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 precent 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.

Hello Sphecida,

Can you give me your ticket number? I will see about getting your ticket in the right hands so we can see whats up.

This issue should now be resolved. If you continue to experience this issue along with the same error code please update this thread.

Thanks all,

Hey all,

We are currently looking into this and I will update this thread when we have more information to provide.

Just to be clear, is anyone receiving an error message other than 7:0:0:788:101?

Thanks,

Hey all,

We are currently looking into this is. I will update this thread when I have additional information to provide.

@Starlink

It sounds like you may have checked the remember this network option when originally setting up your mobile authenticator. If that’s the case, every time you log in from your normal IP it should not prompt you for the authenticator code as you had already entered it once and authorized your location. by using WTFast, you are essentially accessing the game from a new IP address which your client would not recognize and as such prompt you for your authenticator code. Hopefully this answers your question.

@Ixchel
There is a free trial program called PingPlotter Standard that you can use. We recommend you use this program as it creates a graphical representation of the network and your current connection. This program is not supported by NCsoft. You can find the program and information on how to use it at http://www.pingplotter.com/download.html

Hello all,

I would like to expand some on what Ashley said earlier. First off, the majority of all the tracerts we received all showed significant packet loss on the FastWeb network. More specifically, the majority of the loss was happening on the 89.96.200 and 89.97.200 hops. All of the tracerts we reviewed routed through those IP ranges.

I also want to point out that you all are not the only ones that appear to be having this issue. After looking around the internet some, I am seeing the exact same reports from people who are currently playing Battle Field 3 and World of Warcraft in Italy on FastWeb.

Now, I know some of you have been attempting to contact FastWeb with little to no resolution. I can only recommend that you send them any tracerts you may have run that clearly shows there is an issue that will need to be resolved.

Unfortunately, since this issue lies with your service provider there is not much ArenaNet can do to fix this issue. However, I will see if there is anything else I can do on my end that may help make FastWeb aware of this issue.

Hey guys,

In order for us to further investigate this issue, please run Guild Wars 2 using the -log command below. This will generate a log file of what is happening when you attempt to run the game. To do this:

1. Locate your Guild Wars 2 shortcut

2. Right-click and select “Properties.”

3. In the “Target” line, add -log to the end.

Note: Please make sure-log is outside of the quotes:

Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” -log

Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe -log”

Once completed, a file called “GW2.log” will be generated in your “Documents” folder under the “Guild Wars 2” folder and attach it to the thread.

Hey sonicwylde,

After you get disconnected should be sufficient.

Hey all,

For those of you that tired to use the -perfdebug command last night, can you confirm that the .dat file that should be found in the profiles folder is not there for me please.

After reviewing the information and ping path reports in this thread it appears that the majority of you are suffering from packet loss. If you are not familiar with this term, it is in reference to the loss of data while in transit from point A (your computer) to point B (our servers).
If you review the Ping Path results, you should see that multiple hops have packet loss throughout the test.

For example, “Hop #11 —- 50/ 50 =100% 46/ 50 = 92% 62.157.249.242“

According to the example, this particular “hop” is suffering about 92% packet loss. This is because 46 out of 50 packets sent were lost in transit.

When your connection has this kind of packet loss you will receive error 5. Not enough data is received within a certain period of time, and therefore, the game client will disconnect you because it thinks you are no longer active.

Because the loss of data is happening prior to reaching our game servers, you will need to contact your Internet Service Provider for assistance. It may also be helpful to provide them with your path pings that clearly show the packet loss.

Those of you playing from the US, what servers are you playing on?

@Sardoni – Can I get your server name as well. Its odd that you would be going through Frankfurt and not Dallas.

@moitelyzah

Are you playing on an EU or NA server?

Thanks all, looking into this now.

*Edit
I went ahead and took down the previous instructions until I can figure out why its not working for you guys.

Can a few of you guys who are having issues copy and paste your target line for me please?

Hey all,

Sorry for the delay in posting in this thread. I assure you we are still looking into this issue.

Can those of you who are still getting error 7 let me know what country you are playing from please.

Once again, thanks all and I appreciate everyone’s patience as we continue to look into this issue.

I would like to add to this that when running the above command it will appear that it either froze or finished running when it displays “Computing statistics for 212 seconds…” At this point you will need to wait for it to generate all the Trace routes which can take a few minutes to complete.

@lastfatality
It looks like you stopped the test just a tad too early. If you could let it run a little longer it should export all the information we are looking for.

Hey all,

We would like to get a better look at everyone’s trace routs so we need to expand the results we are getting from you guys just a bit. If you all can run the following and then upload the corresponding .txt file to this thread please.

1. Click “Start.”
2. Type in “cmd” into the “Search files and folders” bar but do not hit enter
3. Your Start menu should now show the program cmd.exe.
4. Right-click on this program and select “Run as Administrator.”
5. Highlight and copy this: “pathping -w 500 -q 50 -4 206.127.158.1 -n > C:\pingpath.txt” (Without the quotes)
6. Right-click in the DOS window and select “paste” and hit enter.

This command will take about 2-3 minutes to complete. Once completed (the prompt will return to normal), the test results will be saved to your C:\ drive in a file called “Pingpath.txt.” Once you have this file, please attach it to your reply.

Thanks for the update all, we continue to look into this.

Hey Everyone,

For those of you experiencing error 5 again, please try the following:

1. Locate the file “GW2.exe”

2. Right-click on “GW2.exe” and select “Create Shortcut.”

3. Rename this shortcut to “Guild Wars 2 Port Test.”

4. Right-click on this shortcut and select “Properties.”

5. Edit the “Target” line to include /clientport 80 at the end.

Note: Please make sure /clientport 80 is outside of the quotes

Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” /clientport 80
Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe /clientport 80”

6. Once completed, click “Ok” to save your changes.

If you get an error trying to save, your target line may not have the correct format. Please try step 5 again.

7. Double click “Guild Wars 2 Port Test” and try connecting again.

Go ahead and try to start the client at this point and let me know if you run into the same issue when trying to log in and play.

Thanks for the information all. We are looking this over now.

Hey all,

I would like to request some diagnostic information from you all.

1. Navigate to your Guild Wars 2 folder.

2. Right-click on “GW2.exe” and select “Create Shortcut.”

3. Right-click on “GW2.exe – Shortcut” and select “Rename.”

4. Rename this file to “Guild Wars 2 Diagnostic.”

5. Right-click on “Guild Wars 2 Diagnostic” and select “Properties.”

6. Locate the “Target” line and add the following to the end “-diag”
Your target line should look like this: C:\Gamse\Guild Wars 2\GW2.exe -diag

7. Click “Ok” to save your changes.

8. Double click “Guild Wars 2 Diagnostic” to start the test.

Once completed, please click “View Results” and save the results to a text file on your desktop. You can than attach them to your post here.

Hello all,

I just wanted everyone to be aware that we are currently looking into this issue. I will provide additional information if it becomes available.

Hello Xian,

Tech support does not currently offer phone support at this time. However, if you can give me your ticket number, I will take a look at it for you.

Are you guys receiving a crash log when this happens? If so, can you provide that log in this thread?

Hey all,

I just wanted to let everyone know that we are currently looking into this. I know most of you have probably tried the following, but below are a few troubleshooting steps you can try if you have not done so yet:

1. Connect directly to your router.
2. Make sure your Anti-virus and Firewall is not blocking the client.
3. (I know most of you have already done this) Make sure the following ports are open: 80, 443, 6112 and port 6600
4. Make sure your video drivers are up-to-date. We have had a few reports of this resolving the error 7 issue for people who would disconnect while zoning.

Also, you may want to do a Winsock reset. To do this, follow the below steps:

Press and hold the Windows key and then hit the R key. This should bring up the Run dialog box.

Type “cmd” without the quotes, and click “OK”. This should open a command prompt window.

Type “netsh winsock show catalog >C:\LSP.txt” without the quotes. This will save a file to the root of your C drive called LSP.txt. Please attach that file to this ticket. (We would like this report even if the issue is resolved)

Once complete, type “netsh winsock reset” without the quotes. When the command is completed successfully, a confirmation appears, followed by a new command prompt line.

Close the command prompt and restart your PC.

Once back into Windows, try running the game again.

Thanks to everyone who has provided data as it has been extremely helpful.
If you haven’t done so yet, please post your NetworkDiag.log. The more information we can compile the better.

Danbo- I’m sorry to hear that your having problems. Can you run a Game Advisor and attach it here. This may help us to identify what is causing you to crash.

You can get the Game Advisor here: http://us.ncsoft.com/gameadvisor/

I see that you have Sprint SmartView, “C:\Program Files (x86)\Sprint\Sprint SmartView\SprintSV.exe” -a running. Are you using your mobile’s internet to get online?

Hey all,

The servers should be back up at this time.

Hey Perplexus,

After looking at your Game Advisor, it appears that your drivers are from 2011. You will want to go to Nvidia’s site and get updated drivers for your card. These appear to be the 301.42 drivers released in May.

If updating your drivers does not help, I would like for you to do the following for me please:

1. Navigate to your Guild Wars 2 installation folder.

2. Right-click on Gw2.exe and select Create Shortcut.

3. Rename this shortcut to Guild Wars 2 Log.

4. Right-click on this shortcut and select Properties.

5. Edit the Target line to include -log at the end.

Note: Please make sure -log is outside of the quotes and that there is a space between the path and the hyphen.

Correctly Formatted Example: “C:\Games\Guild Wars 2\Gw2.exe” -log
Incorrectly Formatted Example: “C:\Games\Guild Wars 2\Gw2.exe -log”
Incorrectly Formatted Example: “C:\Games\Guild Wars 2\Gw2.exe”-log

6. Once completed, click OK to save your changes.

If you get an error trying to save, your target line may not have the correct format. Please try step 5 again.

7. Double-click Guild Wars 2 Log to start Guild Wars 2 and have it generate the log.

Once your receive the Download Failed message, check the Guild Wars 2 folder in your Documents folder for a Gw2.log file.

If you could then attach that log file to this thread so we can take a look at it.

Perplexus — Can you please attach a Game Advisor report to this thread so we can see if anything else maybe preventing you from downloading the client.

You can find the Game Advisor report at the link below (when you click it you will be automatically prompted to save the application):
http://us.ncsoft.com/gameadvisor/

DigitallOve – Since you think this may be heat related, I would like for you to try monitoring your CPU and GPU temperature while playing the game. There are multiple programs available to do this, and one example is “SpeedFan.”

If you wish to use SpeedFan (not supported by NCsoft in any manner) please download it at the following URL:
http://www.almico.com/sfdownload.php On this page, click the blue link that says “SpeedFan 4.43” and install it.

Regardless of which program you use to monitor the temperatures, please try playing the game in windowed mode and monitor the CPU temperature while playing the game. Please take a screenshot of the program’s readings, and at what temperature does the game crash?

As a possible workaround/troubleshooting step I would like for you to try the following:

1. Right-click on “GW2.exe” and select “Create Shortcut.”

2. Rename this shortcut to “Guild Wars 2 Port Test.”

3. Right-click on this shortcut and select “Properties.”

4. Edit the “Target” line to include /clientport 80 at the end.

Note: Please make sure /clientport 80 is outside of the quotes

Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” /clientport 80
Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe /clientport 80”

5. Once completed, click “Ok” to save your changes.

If you get an error trying to save, your target line may not have the correct format. Please try step 4 again.

6. Double click “Guild Wars 2 Port Test” and try connecting again.

If that doesn’t work I would like for you to run our Game Adviser application and attach it to this thread using the “More posting & formatting options..”

You can download Game Adviser here: http://us.ncsoft.com/gameadvisor/

Hey DigitallOve– could you please post any crash reports and a DxDiag using the spoiler tag? You can find the crash report located in your “Documents” folder. There should be a Guild Wars 2 folder within it and it will be called ArenaNet.log.

As a possible workaround/troubleshooting step I would like for you to try the following:

1. Right-click on “GW2.exe” and select “Create Shortcut.”

2. Rename this shortcut to “Guild Wars 2 Port Test.”

3. Right-click on this shortcut and select “Properties.”

4. Edit the “Target” line to include /clientport 80 at the end.

Note: Please make sure /clientport 80 is outside of the quotes

Correctly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe” /clientport 80
Incorrectly Formatted Example: “C:\Games\Guild Wars 2\GW2.exe /clientport 80”

5. Once completed, click “Ok” to save your changes.

If you get an error trying to save, your target line may not have the correct format. Please try step 4 again.

6. Double click “Guild Wars 2 Port Test” and try connecting again.

Hey Surfer,

After looking through your Game Adviser I see a couple things that could be preventing you from downloading the game. The main issue is more than likely AVG blocking your download. AVG antivirus has also been historically problematic with blocking Guild Wars 2 from connecting to the ArenaNet servers.

Also, your Intel video card does not meet the minimum system requirements. You may still be able to play though if you can get updated drivers. You can go to Intel’s site at the following link to get the most up-to-date drives: http://downloadcenter.intel.com/default.aspx?lang=eng

Hey Surfer,

Can you run our Game Adviser tool and attach it to this post using the “spoiler tag” for me please?

You can download Game Adviser here: http://us.ncsoft.com/gameadvisor/

We are aware that some players whose computers meet or exceed the minimum system specs are not experiencing the level or performance we expect.  We are investigating these cases and will update with more information as it becomes available.

Please continue to post the information Mark had requested though. The more information we can get the better.

This is actually a fairly common issue that players have been experiencing due to certain configurations in the Catalyst Control Center. We suggest adjusting your Anti-Aliasing settings in the Catalyst Control Center. Please try the steps below to make these changes:

1. Right-click on your Windows desktop and select “Catalyst Control Center.”
2. Click the “Preferences” button in the top right.
3. Change “Standard View” to “Advanced View.”
4. Click the “Gaming” tab.
5. Click “3D Applications Settings.”
6. Change the “Anti-Aliasing” option to “Use application settings”
7. Click “Apply.”

Once completed, please try launching Guild Wars 2 again.