Guild Wars 2

Attached full crash log

I am unable to install Guild Wars 2 on my Sony VAIO Duo 13. I have tried changing compatibility options and disabling all services. The launcher crashes when I hover my cursor over the “Install Guild Wars 2” button. I have also tried renaming Gw2Setup.exe to Gw2.exe in the desired installation directory to no avail. I am also able to run Guild Wars 2 with Windows 8.1 x64 on my desktop, so an operating system incompatibility is ruled out. Here is the crash log:

—> Crash <—
Exception: c0000005
Memory at address 00000000 could not be written
App: Gw2.exe
Pid: 7132
Cmdline: -allowInstall
BaseAddr: 00400000
ProgramId: 101
Build: 22224
When: 2013-08-14T09:42:39Z 2013-08-14T04:42:39-05:00
Uptime: 0 days 0:00:31
Flags: 0

—> System <—
Name: TED-VAIO
IpAddr: 192.168.1.147
Processors: 4 [GenuineIntel:6:5:1]
OSVersion: Windows 6.2 (64 bit)

—> System Memory <—
Physical: 1398MB/ 3831MB 36%
Paged: 1216MB/ 5418MB 22%
Virtual: 2951MB/ 4095MB 72%
Load: 63%
CommitTotal: 4201MB
CommitLimit: 5418MB
CommitPeak: 4967MB
SystemCache: 1414MB
HandleCount: 37242
ProcessCount: 102
ThreadCount: 1067

—> Process Memory <—
Private: 948MB
WorkingSet: 106MB
PeakWorkingSet: 115MB
PageFaults: 78624

[DbgHelp.dll is C:\WINDOWS\SYSTEM32\dbghelp.dll]
[DbgHelp.dll version 6.3.9431.0 (64/32-bit compatible)]

—> Thread 0×1584 <—

—> Trace <—
(Jumble of words/numbers removed to fit message)

—> Error Logs <—
VerifyAccess failed or denied access with 0×80070716 – 1

—> DirectX Device Info <—
VendorId = 0×8086
DeviceId = 0×0a16
Version = 9.18.0010.3131
Description = Intel® HD Graphics Family
Compat = 0×00000040
VidMem = 1792 MB

My friend’s account name is ragincajun.7148. His support account, however, seems to have been disabled, and he cannot access it and find out the ticket number.

Here is ArenaNet’s response to my friend:

According to our records, you contacted us saying that your account may have been compromised. We regret to inform you that none of the characters whose names you sent us exist. Furthermore, there is no existing proof that you’re characters existed in the first place. We would like to point you to our account security page that is on the website, located under your account and security. We apologize for what happened and hope that this does not terminate you playing guild wars 2.

My friend had only recently entered the world of Tyria. However, his journey was cut short by a hacker attack on his account that left him with no characters. Strangely, he was prompted to select a world. He has already contacted the ArenaNet support team, and they refused to help him with his problem. Now, he no longer has the motivation to keep playing due to all his progress being lost. Is there any way to contact Gaile Gray about the matter? I’ve seen her help with several players’ account issues.