Guild Wars 2

Hi Iason Evan – Have you tried eliminating any unnecessary background apps via Msconfig? This is where I would start as you’re getting both error code 58 and 7.

Hi Dreamstrom – I’d like to collect a Game Advisor report so I can look into why you might be experiencing this issue. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hello again! I’m looking at your ticket right now and the first thing we’ll need from you is the crash log and the Game Advisor report. You can find the crash log by navigating to Documents\Guild Wars 2 and it’ll be the ArenaNet.log file.

These reports should give us a better idea in regards to your system in order to troubleshoot the issue as I’d rather start simple before having you reformat your hard drive

You don’t have to attach the reports to this thread, you can simply reply to the ticket and we’ll get back to you as soon as possible!

Hi Skiroid – The first thing I would recommend would be to disable Turbo Boost to disable the auto “over-clocking” as the client can be sensitive to overclocked hardware.

Hi Halmo – Your crash log indicates the fault module is “ntdll.dll.” Have your tried running Windows System File Checker? This should rule out any potential issues with ntdll.dll which is where I would start.

Hi Eolehyene – Specifically it’s the overlay that Guild Wars 2 doesn’t agree with as far as Mumble is concerned. You should be able to play with Mumble running, you would just need to disable the overlay.

Hi Kendrin – A support ticket would be a great way to get this issue looked into (and you should receive a response relatively quickly if you submit one now) with a tech support rep who can assist you one on one. As for attachments, you should be able to send any attachments via e-mail as well. I know there are some size limitations for images, however.

In the meantime, I’d like to collect a Game Advisor report so I can look into why you might be experiencing this crash. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hi Flatley – Generally your fan speeds are controlled by the temperature of your CPU/GPU. When playing in Fullscreen mode, your CPU is working a bit harder, getting a bit warmer, and thus needing to be cooler.

As Ilithis Mithilande suggested, MSI Afterburner is a great application for monitoring GPU usage.

Hi Kyllaa – I’m sorry that you haven’t been able to get an answer on this post until now. Personally, Mac troubleshooting is not my forte and so you will not likely see my name pop up in the Mac boards though I will see if we can get more of a presence there (even I end up doing this personally).

The one thing I would recommend above all is to create a technical support ticket as we do have a couple of reps in the office who have more familiarity with Macs and would be able to best address these issues for you.

Please also understand that since the Mac client is still in a Beta stage there are some bugs that are still being worked out and so I’d also advise posting these to the “Bug Boards” as well.

TL;DR: Mac board presence in the works, creating a support ticket works best in the meantime!

Hi ronpierce – I’d like you to first locate and delete your local.dat file which is located in your Documents > Guild Wars 2 folder. Once this is done, reboot your computer and launch Guild Wars 2 again. After seeing the 1 file remaining message, a secondary protocol should kick in to download the file from the backup system, usually takes about 10 minutes.

If after 15 minutes or so and the download doesn’t kick in, I’d try the workaround suggested by other players which would be to change the language for the launcher (at the top right corner) and see if the download completes. You can change it back to your original language once it does and you should be able to log in and play again.

Sorry for any inconvenience!

Hi there – While this isn’t a tech issue this is definitely something you’ll want to contact customer support about. If you click the link below you’ll want to click the “My Stuff” tab to get started on creating a support ticket.
https://en.support.guildwars2.com/

Hey there! Thanks for the Game Advisor report. Well the first thing that stands out to me here is that it looks like you don’t have any video card drivers installed:
———————-
Display Devices
———————-
Card name: NVIDIA GeForce GTX 650 Ti
Manufacturer:
Chip type:
DAC type:
Device Key: Enum\PCI\VEN_10DE&DEV_11C6&SUBSYS_101610DE&REV_A1
Display Memory:
Dedicated Memory: n/a
Shared Memory: n/a
Current Mode: 1680 × 1050 (32 bit) (60Hz)
Monitor: SyncMaster T200/T200G,SyncMaster Magic T200/T200G
Driver Name:
Driver Version: ()
DDI Version:
BGRA Supported: No
Driver Attributes: Final Retail
Driver Date/Size: , 0 bytes
WHQL Logo’d: n/a
WHQL Date Stamp: n/a
Device Identifier:
Vendor ID:
Device ID:
SubSys ID:
Revision ID:
Revision ID:
Video Accel:
Deinterlace Caps: n/a
DDraw Status: Disabled
D3D Status: Not Available
AGP Status: Not Available

The link below should allow you to install the latest drivers:
http://www.geforce.com/drivers/results/59640

Hope this helps!

Hey again Frostedblaze – To avoid any confusion, skill delay is a known issue which is a server side issue if this is what you mean by input lag. We don’t have an ETA for a fix or any status updates on this, though in the mean time it wouldn’t hurt to contact your ISP if this is the only problem you’re having. Additionally, a wired connection will give you a much more stable connection than a wireless connection would, though it wouldn’t hurt to give it a go as a troubleshooting step.

Hi Frostedblaze – It looks like you have quite a bit of packet loss en route to our game servers. Because of this, I’d recommend getting into contact with your ISP to see if they can help you out. Aside from this, you can try a proxy service to see if this improves your connection at all. Keep in mind though that the use of proxies are not supported, though they’re certainly allowed for player use.

Lastly, I might also suggest Msconfig to cut down on some of your background apps. If anything this should improve performance for you at least a little.

No problem! If I happen to miss your reply for whatever reason, just send me a PM and I’ll get back to you asap

Hi Dahakaxx – Generally system reboots are hardware related. I would check to make sure your PSU is functioning properly, make sure to run a memory test, and watch your temps. If you’ve ruled all of this out, the more information that you’re able to provide in regards to this issue (error messages, exact behavior of the reboot, etc.) the better and more quickly we’ll be able to help you out.

Hi Tinkss – In this case I would recommend creating a support ticket for this issue. While this does appear to be affecting some players this does not appear to be a widespread issue. The sticky below should give you more info on contacting support:

https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

Hi LegionnaireX,

Could you please post a DxDiag or a Game Advisor report to the thread? The first thing I’d like to do is rule out this being a driver based issue.

Hi Inishadow – I’d like to collect a Game Advisor report so I can look into why you might be experiencing this crash. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hi Reiizm – I remember you posting a few days ago in regards to this issue. I take it a clean installation of your video card drivers drivers didn’t resolve the issue for you. Would you mind posting a Game Advisor report to the thread so we can take a look? If you don’t feel comfortable posting this information, I’d recommend creating a technical support ticket so we can better assist you one on one.

If you reply back with your ticket number I can take a look at your issue personally and make sure this gets looked into asap.

Hi Vinz – Thanks for the Game Advisor report!

So, a couple of things. I noticed this in your list of running processes:
*SearchProtect, C:\Users\Vinz\AppData\Roaming\SearchProtect\bin\cltmng.exe

To me, this screams bad news bears, but it could be nothing. Though the fact that it’s running from your AppData folder raises some cause for concern. I see that you have AVG and I’d make sure to run a thorough search and clean out your system in case this is malware or spyware.

Secondly, it’s also possible that AVG could be interfering with the game connection. As a temporary troubleshooting step I’d recommend disabling it or configuring the application to allow Guild Wars 2.

Lastly, and this is unrelated to the error but seemed worth mentioning, I would update your Windows to Service Pack 1, and get the latest video card drivers for your system as they’re about a year old. If anything, this should at least improve performance for you in game once you’re able to get back in.

Hi Vinz – I’d like to collect a Game Advisor report so I can look into why you might be experiencing this error. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hi dabeedo – You can delete this folder by doing the following:

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” with the percent sign symbol in place of the quotation marks.

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.

Hi V Man – If you’re still experiencing this problem, I’d recommend first trying Msconfig to eliminate background applications interfering with the game client.

Hi ocmano – This can be one of two things – in some cases it’s an account based issue, and it can also be an issue with ports being blocked. That being said, Guild Wars 2 requires TCP ports 80, 443, 6112 and port 6600 be fully unrestricted and accessible, both inbound and outbound. If you are connecting to Guild Wars 2 while on a campus, military, or business network, please check with your network’s administrator to verify that these ports are fully opened and unrestricted. If you are on a home Local Area Network (LAN), you will want to make sure that your network’s hardware is properly configured.

Hi Zoidy – I’m sorry to hear that this issue has popped up again. First, have you tried repairing the game client? Secondly, I’d recommend updating your Windows to SP1.

Lastly, I’d recommend running a Windows command called Msconfig to eliminate the possibility of another program interfering with the client.

Since you’re getting error code 42, I’d like to collect a Game Advisor report so I can look into why you might be experiencing this issue. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

I agree it does sound tedious to have to do that with every patch update and so we definitely want to figure out what’s going on there. The thread below should give you some more info in regards to contacting support:
https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

Hi Ninfrham – If you’re still experiencing this issue I would recommend creating a technical support ticket for one on one assistance. The sticky thread below should detail contacting support:
https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

Hi Rick – Since the issue has been resolved there isn’t much we can look into at the moment, however, if you experience this issue with the next patch I would recommend creating a technical support ticket so that we can look into this issue a little further.

Hi ElectricKoolAid – What’s the exact error message that you’re getting including error number (if any)?

Hi Mwiddis – Are you still experiencing this issue? I posted some troubleshooting steps that can be tried on another thread here:
https://forum-en.gw2archive.eu/forum/support/tech/Please-help-Black-screen-of-death/first#post1981156

If you’re still unable to get past the black screen recommend creating a technical support ticket so that our tech team can help you out

https://en.support.guildwars2.com

Hi Dawdler – In your particular crash log I’m seeing quite a few CRC errors. I’d probably start with running a disk check so you can eliminate issues with your HDD.

Hi ZarraK – Sorry to hear about these issues you’ve been having with the client. I’d like to take a closer look to try to figure out why you might be experiencing this problem. There is an application called “Game Advisor” which will generate a report that provides a bit of system information that may make it a bit easier for us to look into this issue. You can download Game Advisor below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hi Lone Gamer – As others may have mentioned, upgrading can be tricky and sometimes time consuming business. The most important thing to keep in mind here is to do some research before buying new parts.

Upgrading your graphics card may be good for a little while (though this may not give you a significant performance boost in Guild Wars 2), but ultimately you’re bottlenecking the rest of your system if you upgrade only the GPU. If you want to add a new card to your system, you’ll want to also make sure that you add more RAM to your system (as it is below min spec) and most especially a CPU upgrade will be in order to see any performance increase since Guild Wars 2 is a very CPU heavy game.

That being said, it is also likely that you’ll need a new motherboard in addition to a new PSU to accommodate all the new hardware and so you’re essentially looking at rebuilding your whole system.

Thanks for the crash log!

Nothing in particular stood out here as far as cause of the crash is concerned as this particular report is pretty non-specific. That being said, if you wish to share, could you please post a Game Advisor report to this thread as well? If you don’t wish to share this information on the forums, I would highly recommend creating a technical support ticket for further assistance. You should receive a response fairly quickly

Hey all I appreciate the -diag reports that have been provided. We are still continuing to collect this information to further investigate this issue.

Thank you again for the reports. Your patience is very much appreciated!

Hey there CrashQuest – If you don’t mind sharing, could you please post a Game Advisor report to this thread so we can try to narrow down the cause of this issue and get you back in the game?
You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hi Tidus Rotwood – How often have you been experiencing this crash? Do you crash at startup of the client or do you crash after playing for a while? Also, do you get any error messages at all? The more info that you’re able to provide the more quickly we will be able to help you out!

It would also be helpful to see a Game Advisor report and a crashlog as well if you are willing to provide this (refer to contacting Technical Support sticky thread).

@ Sammule – I want to apologize for the wall of text below in advance, but first I would like for you to delete both the local.dat and .plist files associated with your Guild Wars 2 instillation. You can do this by following the instructions below.

Please follow the steps below to locate and delete the local.dat for Guild Wars 2.

1 Click on the “Finder” icon located in your dock or the desktop of your computer to make “Finder” the active program in the finder menu bar.

2 Hold down the “Option” key on your keyboard while clicking “Go” in the finder menu bar. A dropdown will appear.

3 While still holding down the “Option” key, click on “Library” in the “Go” dropdown.

4 Once in the Library folder click on Application Support > Guild Wars 2 > p_drive > User > App Data > Guild Wars 2.

5 Inside the Guild Wars 2 folder you should see a file called “Local.dat”. Move this file to the trash.

Once this is done please follow the instructions below to locate and delete the .plist file.

1 Click on the “Finder” icon located in your dock or the desktop of your computer to make “Finder” the active program in the finder menu bar.

2 Hold down the “Option” key on your keyboard while clicking “Go” in the finder menu bar. A dropdown will appear.

3 While still holding down the “Option” key, click on “Library” in the “Go” dropdown.

4 Once in the Library folder click on Preferences.

5 Inside the preferences folder you should see a file called “com.transgaming.guildwars2.plist”. Move this file to the trash.

Once both files are moved to the trash, please empty the trash and restart your computer.

Hi Reiizm – This does sound like overheating especially if this occurs after some time of playing. If this is the case, you could risk physical damage to your card or any of your other hardware in your system.

Aside from this, when it comes to weird graphics issues I would definitely recommend a clean installation of your video card drivers.

Hi Godmoney – I’m sorry to hear you’ve been running in circles trying to get this issue worked out. Would you be so kind as to attach the full crashlogs you’re getting to this thread? You can find them by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file.

This might give us a better indication as to exactly why you’re experiencing these crashes.

Thank you!

Hi Jimbob – There’s a few troubleshooting steps you can try if you haven’t already as there are a few different resolutions that come with this issue:

• Clean installation of the latest video card drivers
• Remove router/disable SPI Firewall (less common but this has been known to fix black screen issues)
• Delete local.dat file + Repair
• DirectX update
• Delete gw2cache folder
• Changing your in-game resolution

If you need specific instructions for how to do any of these steps please let me know!

Hi dRewDeezy – I’m curious to see the full crash report from you. Would you mind posting this to the thread? You can find the full report by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file. You can also attach it to the thread by clicking “More posting & formatting options…”

Hi TMSinS – After looking at your Game Advisor report, the issue that I’m seeing here would appear to be a lack of video card drivers:
———————-
Display Devices
———————-
Card name: Standard VGA Graphics Adapter
Manufacturer: (Standard display types)
Chip type: NVIDIA
DAC type: 8 bit
Device Key: Enum\PCI\VEN_10DE&DEV_0649&SUBSYS_01451025&REV_A1
Display Memory: n/a
Dedicated Memory: n/a
Shared Memory: n/a
Current Mode: 1280 × 1024 (32 bit) (1Hz)
Monitor Name: Generic Non-PnP Monitor
Monitor Model:
Monitor Id:
Native Mode:
Output Type:
Driver Name: vga
Driver File Version: 6.01.7600.16385 (Dutch)
Driver Version: 6.1.7600.16385
DDI Version: unknown
Driver Model: unknown
Driver Attributes: Final Retail
Driver Date/Size: 7/14/2009 01:38:47, 15360 bytes
WHQL Logo’d: n/a
WHQL Date Stamp: n/a
Device Identifier: {D7B71E3E-4509-11CF-9433-F53C0FC2CB35}
Vendor ID: 0×10DE
Device ID: 0×0649
SubSys ID: 0×01451025
Revision ID: 0×00A1
Driver Strong Name: Unknown
Rank Of Driver: Unknown
Video Accel:
Deinterlace Caps: n/a
D3D9 Overlay: n/a
DXVA-HD: n/a
DDraw Status: Not Available
D3D Status: Not Available
AGP Status: Not Available

The first thing to try is to go to http://www.geforce.com/drivers and click on Auto-detect your GPU. If this does not work, you will need to contact your computers manufacturer as your laptop requires proprietary drivers that can only be obtained through the manufacture.

Hope this helps!

Hi MEMEDANGER – I’d like to collect a Game Advisor report so I can look into why you might be experiencing this issue. You can download the Game Advisor application at the link below:

http://us.ncsoft.com/gameadvisor/

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Hi there Kyllaa – Sorry it’s taken me so long to reply to your thread. I was able to reproduce a crash on my own system following the steps that you outlined. While I didn’t experience a full system crash I did experience a client crash and so we’re going to be investigating this issue a little further. I appreciate you bringing this issue to our attention and in such detail!

Hi Lyenyo – I took a look at your crash logs and it looks like they’re showing CRC errors, what this means is that something has caused a file to be the wrong size and corrupted the installation. The first thing we want to rule out are issues on your drive.

Please do the following first to check and repair your drive:

1. Open Computer by clicking the Start button , and then clicking Computer.

2. Right-click the hard disk drive that you want to check, and then click Properties.

3. Click the Tools tab, and then, under Error-checking, click Check Now. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.

4. To check for both file errors and physical errors, select both Automatically fix file system errors and Scan for and attempt recovery of bad sectors.

5. Click Start.

Depending upon the size of your hard disk, this may take several minutes. For best results, don’t use your computer for any other tasks while it’s checking for errors.

Once that is complete, Please navigate to your Documents > Guild Wars 2 folder and in there you should see a file called Local.dat. Delete this file. Once you’ve done this, go ahead and run another repair on the client.

Hey Alex, glad to hear it! If you find a resolution to the issue, please update your thread so you can help others who may be having a similar problem.

Hey Zippy – Thanks for the screenshot and the Game Advisor report! From what I can tell this doesn’t appear to be an overheating issue but very likely hardware based. And so, I’d really recommend creating a Technical Support ticket so we can better assist you one on one and narrow down the cause of your system shut down. The thread below should detail contacting support:
https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

You should definitely receive a response today and hopefully fairly quickly