Guild Wars 2

Hi hitsugaya,

I would like to rule out the possibility that there is another program interfering with the game connection. To do this, we use a Windows command called “MSCONFIG.”

Please note, this command will not uninstall any applications from your computer. All MSCONFIG does is prevent these applications from automatically starting when Windows boots up.

To do this:

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

2. Type “MSCONFIG” without the quotes, and click “OK.” This should open the System Configuration Utility.

3. Click on the “Services” tab and check the “Hide All Microsoft Services” check box near the bottom, then click the “Disable All” button. (You MUST click “Hide all Microsoft Services”)

4. Next go to the “Startup” tab and click the “Disable All” button.

5. Once these items are all disabled, click the “OK” button and you will get a prompt to restart your computer. Please restart your computer.

6. Once you return to Windows, please try connecting to the game again.

To reverse these settings, simply run MSCONFIG again and click “Normal Startup” on the first window labeled “General.”

Note: If you need a specific application to run with Windows but still want to use MSCONFIG, just follow the above instructions and on step 4, re-check any application you feel needs to start with Windows. Examples would be wireless connection software, mouse or keyboard applications or even security applications. Please note that security applications can often be a contributing factor to such issues. If you haven’t done so already, please also disable any Anti-virus, Firewall or other security applications for testing purposes. While we do not recommend running your machine without a security application, should disabling the software help resolve your issue we can reinstall it and work to configure the application so it doesn’t cause this issue.

Hope this helps!

Hi YelloMit – 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 Nighthawk – There’s a few other things I would recommend trying such as repairing the client, running Msconfig, disabling any security software you have enabled, and ensuring your drivers are up to date.

If all else fails please submit a technical support ticket so that we can better assist you one on one

Hello all I just want to reiterate that my last response was largely based off of the majority of reports that were provided. Again, if you do not feel this is the fault of your ISP please contact the Technical Support Department directly so that we can better further investigate this issue.

Hi Inculpatus cedo – Thanks for pointing this out to me because I had no idea the percent signs were being omitted! I’ll have to re-word this step for future posts to avoid any confusion in the future.

@ Nighthawk – There’s a few different things that you can try as BLT issues tend to have a variety of resolutions to the same issue. If deleting the Gw2cache folder doesn’t resolve the issue for you, this may be caused by outdated Root Certificates on your machine. In an effort to update these I would like for you to follow the steps below:

1. 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.

Hope this helps!

Hi michaelspotti,
I would like to rule out the possibility that there is another program interfering with the game connection. To do this, we use a Windows command called “MSCONFIG.”

Please note, this command will not uninstall any applications from your computer. All MSCONFIG does is prevent these applications from automatically starting when Windows boots up.

To do this:

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

2. Type “MSCONFIG” without the quotes, and click “OK.” This should open the System Configuration Utility.

3. Click on the “Services” tab and check the “Hide All Microsoft Services” check box near the bottom, then click the “Disable All” button. (You MUST click “Hide all Microsoft Services”)

4. Next go to the “Startup” tab and click the “Disable All” button.

5. Once these items are all disabled, click the “OK” button and you will get a prompt to restart your computer. Please restart your computer.

6. Once you return to Windows, please try connecting to the game again.

To reverse these settings, simply run MSCONFIG again and click “Normal Startup” on the first window labeled “General.”

Note: If you need a specific application to run with Windows but still want to use MSCONFIG, just follow the above instructions and on step 4, re-check any application you feel needs to start with Windows. Examples would be wireless connection software, mouse or keyboard applications or even security applications. Please note that security applications can often be a contributing factor to such issues. If you haven’t done so already, please also disable any Anti-virus, Firewall or other security applications for testing purposes. While we do not recommend running your machine without a security application, should disabling the software help resolve your issue we can reinstall it and work to configure the application so it doesn’t cause this issue.

If this doesn’t resolve the issue for you, could you please attach a crashlog to the thread? You can find this by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file.

Hi FireFlame – If you’re still experiencing this issue, I would like you to delete the Temporary Cache for Guild Wars 2. To do this:

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.

After doing this, please try running Guild Wars 2 again.

Hope this helps!

Hey there – I hope the re-installation worked out for you. If you’re still experiencing any issues at all please let me know!

Hey Sarphil – From the Net Diag report you’ve provided it looks like there’s quite a bit of packet loss throughout the results which might explain the lag issues you’re experiencing but this is completely different from FPS drops.

Additionally, from what I can tell your CPU is slightly under the minimum requirements. As Guild Wars 2 is a very CPU heavy game, this is likely the cause for the performance issues that you’re experiencing.

Hey guys – Thanks so much for all of the net diag reports! After taking a look through all the provided reports, there does appear to be sporadic and high amounts of packet loss across many of the hops prior to reaching the game servers. For example:

1 4ms 0/ 25 = 0% 0/ 25 = 0% 192.168.0.1
1/ 25 = 4% |
2 29ms 1/ 25 = 4% 0/ 25 = 0% esr10.manchester6.broadband.bt.net [217.xx.xxx.xxx]
1/ 25 = 4% |
3 64ms 3/ 25 = 12% 1/ 25 = 4% 217.xx.xxx.xx
0/ 25 = 0% |
4 —- 25/ 25 =100% 23/ 25 = 92% 213.1.67.xx
0/ 25 = 0% |
5 —- 25/ 25 =100% 23/ 25 = 92% 213.1.67.xxx
0/ 25 = 0% |
6 —- 25/ 25 =100% 23/ 25 = 92% 213.1.78.238
0/ 25 = 0% |
7 —- 25/ 25 =100% 23/ 25 = 92% 213.1.79.86
0/ 25 = 0% |
8 39ms 2/ 25 = 8% 0/ 25 = 0% 87.237.20.244
0/ 25 = 0% |
9 42ms 2/ 25 = 8% 0/ 25 = 0% 80.150.171.89
1/ 25 = 4% |
10 38ms 3/ 25 = 12% 0/ 25 = 0% lon-sb3-i.LON.GB.NET.DTAG.DE [62.154.5.34]
2/ 25 = 8% |
11 —- 25/ 25 =100% 20/ 25 = 80% 62.157.248.198
0/ 25 = 0% |
12 183ms 8/ 25 = 32% 3/ 25 = 12% ae-52-52.csw2.London1.Level3.net [4.69.139.120]
0/ 25 = 0% |
13 37ms 5/ 25 = 20% 0/ 25 = 0% ae-59-224.ebr2.London1.Level3.net [4.69.153.141]
0/ 25 = 0% |
14 104ms 5/ 25 = 20% 0/ 25 = 0% ae-44-44.ebr1.NewYork1.Level3.net [4.69.137.78]
0/ 25 = 0% |
15 108ms 5/ 25 = 20% 0/ 25 = 0% ae-61-61.csw1.NewYork1.Level3.net [4.69.134.66]
0/ 25 = 0% |
16 106ms 5/ 25 = 20% 0/ 25 = 0% ae-62-62.ebr2.NewYork1.Level3.net [4.69.148.33]
1/ 25 = 4% |
17 144ms 7/ 25 = 28% 1/ 25 = 4% ae-3-3.ebr2.Dallas1.Level3.net [4.69.137.121]
0/ 25 = 0% |
18 145ms 7/ 25 = 28% 1/ 25 = 4% ae-92-92.csw4.Dallas1.Level3.net [4.69.151.165]
0/ 25 = 0% |
19 143ms 7/ 25 = 28% 1/ 25 = 4% ae-4-90.edge2.Dallas1.Level3.net [4.69.145.203]
0/ 25 = 0% |
20 144ms 7/ 25 = 28% 1/ 25 = 4% 4.59.197.34
0/ 25 = 0% |
21 142ms 6/ 25 = 24% 0/ 25 = 0% 64.25.32.9
0/ 25 = 0% |
22 —- 25/ 25 =100% 19/ 25 = 76% 64.25.32.26
0/ 25 = 0% |
23 146ms 6/ 25 = 24% 0/ 25 = 0% 64.25.39.1

Trace complete.

This is just one example of heavy packet loss. This could also potentially be due to the fact that the original trace begins in Europe and ends on a North American game server. The same cannot be said for all players who submitted reports as some traceroutes were incomplete, possibly due to security software, router firewalls, or ISP’s blocking the trace.

That being said, for those of you who have a high degree of packet loss within the traceroutes you’ve run, you will need to contact your ISP directly to have them resolve this issue. This is simply because they are the ones that control the route your data takes. Both NCSOFT or ArenaNet have no control over your data until it reaches our servers and as such, we need to get your ISP involved.

I would also highly recommend creating a technical support ticket because I am not at all saying for every player who is experiencing this issue that this is at the fault of their IP. This is just based on the traceroutes that we’ve looked at in this thread. If you were to contact support we can go through some more in depth troubleshooting and will allow us to collect more information to look into for further investigation if this issue does appear to be on our end.

Hi Dedalus. – I saw your reply in another thread. Sorry I missed this one – sometimes threads can get lost and I just can’t quite catch them all, so again, I apologize.

One thing I’d suggest is to try moving your client out of the default directory and running as Admin this way. To do this, please follow the steps below:

1. Navigate to your Guild Wars 2 folder, which by default should be C:\Program Files(x86)\Guild Wars 2.

2. Move this folder to a new location like C:\Games\Guild Wars 2. The location doesn’t matter specifically, as long as it’s outside of Program Files and Program Files(x86).

3. Navigate to this new location and “Right-click” on “GW2.exe” selecting “Create Shortcut.”

4. Rename this shortcut to “Guild Wars 2 Admin Mode.”

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

6. Click the “Compatibility” tab.

7. Checkmark “Run this program as an Administrator.”

8. Click “Ok.”

Once completed, please double click “Guild Wars 2 Admin Mode” and try playing Guild Wars 2 again.

Hope this helps. If I miss your response again feel free to send me a PM so I can take another look at your thread so I can be of further assistance

Hi ryyyAv,

Your Crash logs are 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.

Next:

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 Repair.”

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

5. Edit the “Target” line to include -repair at the end.

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

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

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 Repair” to start the repair process.

Once completed, please try starting Guild Wars 2 again and see if this resolves your issue.

Hi Browk Rock – 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 Brutakus,

I would like to rule out the possibility that there is another program interfering with the game connection. To do this, we use a Windows command called “MSCONFIG.”

Please note, this command will not uninstall any applications from your computer. All MSCONFIG does is prevent these applications from automatically starting when Windows boots up.

To do this:

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

2. Type “MSCONFIG” without the quotes, and click “OK.” This should open the System Configuration Utility.

3. Click on the “Services” tab and check the “Hide All Microsoft Services” check box near the bottom, then click the “Disable All” button. (You MUST click “Hide all Microsoft Services”)

4. Next go to the “Startup” tab and click the “Disable All” button.

5. Once these items are all disabled, click the “OK” button and you will get a prompt to restart your computer. Please restart your computer.

6. Once you return to Windows, please try connecting to the game again.

To reverse these settings, simply run MSCONFIG again and click “Normal Startup” on the first window labeled “General.”

Note: If you need a specific application to run with Windows but still want to use MSCONFIG, just follow the above instructions and on step 4, re-check any application you feel needs to start with Windows. Examples would be wireless connection software, mouse or keyboard applications or even security applications. Please note that security applications can often be a contributing factor to such issues. If you haven’t done so already, please also disable any Anti-virus, Firewall or other security applications for testing purposes. While we do not recommend running your machine without a security application, should disabling the software help resolve your issue we can reinstall it and work to configure the application so it doesn’t cause this issue.

Hope this helps!

P.S. – If you don’t receive a response in the forums about your issue I would recommend creating a support ticket or even sending me a PM and asking me to take a look at your issue (unfortunately I can’t catch them all) and I would be more than happy to help you out.

Hi Jonwpatterson – After reviewing your Game Advisor, it appears that you do not have a valid installation of Direct X. This could be due to corruption or you may just not have it installed. Either way we should update this.

This is what we are seeing currently from your Game Advisor report that you provided:
================ = Installed DirectX ================
– x86
d3dx10_42.dll – 9.27.952.3001

d3dx9_32.dll – 9.16.843.0

- x64
d3dx10_41.dll – 9.26.952.2844

d3dx10_42.dll – 9.27.952.3001

d3dx9_32.dll – 9.16.843.0

d3dxof.dll – 6.1.7600.16385

The first link will provide you with the June 2010 redistributable which will force Windows to update Direct X. I provided this link below:

http://www.microsoft.com/en-us/download/details.aspx?id=8109 (download and run this first)

Once installed, please use the following link to install all material post June 2010 for Direct X. Again this link is provided below:

http://www.microsoft.com/en-us/download/details.aspx?id=35 (download and run this 2nd)

Hi Dagnis,

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 Weebitt – To download the Guild Wars 2 installer, please follow the instructions listed on: http://support.guildwars2.com/app/answers/detail/a_id/8981 or by following the instructions below:

1. Log into your Guild Wars 2 Account page to download the client. (https://account.guildwars2.com)

If you are using Internet Explorer, please select Save. Do not select Run.
If you are using Google Chrome, Gw2Setup.exe will appear in your Downloads folder after clicking Download. Please do not select Run.
If you are using Mozilla Firefox, please select Save File.

2. Once the download is complete, double click the file GW2Setup.exe to start the installation process.

3. Click the red Install Guild Wars 2 button.

4. Select an installation path to install the game to.

(We recommend creating a folder on your C:\ drive for the file. Example: C:\Games\Guild Wars 2.)

5. Allow the game to patch the necessary information from our file servers.

Once completed, click “Play Now” and you should be taken to the login screen for Guild Wars 2. As long as you reach this screen, you’re patched and ready to play!

Hi the great warchief,

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 Teege – If you’re getting both error codes 26 and 42 it’s possible some ports may be blocked. 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.

Hey all – it would appear there are still quite a few of you experiencing this issue. Even though the original poster’s issue has been resolved, I’m just going to throw a few troubleshooting steps out there for you all since this error message is often caused by a number of different things.

Here are some things you could try as far as troubleshooting goes:

1. Disable security software

2. Bypass your router and try connecting directly to your modem

3. Ensure ports 80, 443, 6112 and port 6600 are fully unrestricted and accessible, both inbound and outbound.

4. DNS Flush

5. Winsock Reset

6. Msconfig

7. /clientport 80 command

8. VPN

If anyone wants more info on how to actually perform some of these steps please let me know. For better one on one assistance I’d recommend creating a support ticket or creating an original thread for your particular issue.

Hope this helps!

Hi Tokz – 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 Ishimura – I would like to rule out the possibility that there is another program interfering with the game connection. To do this, we use a Windows command called “MSCONFIG.”

Please note, this command will not uninstall any applications from your computer. All MSCONFIG does is prevent these applications from automatically starting when Windows boots up.

To do this:

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

2. Type “MSCONFIG” without the quotes, and click “OK.” This should open the System Configuration Utility.

3. Click on the “Services” tab and check the “Hide All Microsoft Services” check box near the bottom, then click the “Disable All” button. (You MUST click “Hide all Microsoft Services”)

4. Next go to the “Startup” tab and click the “Disable All” button.

5. Once these items are all disabled, click the “OK” button and you will get a prompt to restart your computer. Please restart your computer.

6. Once you return to Windows, please try connecting to the game again.

To reverse these settings, simply run MSCONFIG again and click “Normal Startup” on the first window labeled “General.”

Note: If you need a specific application to run with Windows but still want to use MSCONFIG, just follow the above instructions and on step 4, re-check any application you feel needs to start with Windows. Examples would be wireless connection software, mouse or keyboard applications or even security applications. Please note that security applications can often be a contributing factor to such issues. If you haven’t done so already, please also disable any Anti-virus, Firewall or other security applications for testing purposes. While we do not recommend running your machine without a security application, should disabling the software help resolve your issue we can reinstall it and work to configure the application so it doesn’t cause this issue.

Hi Captain Sax Overdrive – If you’re still having issues installing the client, 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…”

Hey there StankyUndies – In addition to the Game Advisor report, if you’re still experiencing this issue I’d like to take a look at your crash log as well. You can find this by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file. Once you have these two reports, you can attach them to the thread by clicking “More posting & formatting options…”

Hi Lexa,

Your Crash logs are 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.

Next:

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 Repair.”

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

5. Edit the “Target” line to include -repair at the end.

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

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

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 Repair” to start the repair process.

Once completed, please try starting Guild Wars 2 again and see if this resolves your issue.

Hey gang – For those of you who are experiencing lag from AFTER maintenance (not those who may have been having lag issues prior to maintenance), could you please post some net diags to this thread so we can look through them?

To do so, please follow the steps below:
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:\Games\Guild Wars 2\Gw2.exe” -diag
7. Click OK to save your changes.
8. Open “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. Once saved, please attach that to this thread for review (click More posting &formatting options… to attach).

EDIT: Can I also get you guys to provide what server you’re on as well?

Hi Jupitus – We recommend that you don’t paste the full report into tickets as this is thousands of lines of information that can often be difficult for support reps to sift through. If you’re unable to add the attachment through the support site you can always add them as an attachment via e-mail.

I am actually looking at your ticket at the moment and will get back to you asap. Tickets are answered in the order that they are received and so sometimes it can take a little bit of time to receive a response.

Hi Improzen – I would like you to delete the Temporary Cache for Guild Wars 2. To do this:

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.

After doing this, please try running Guild Wars 2 again.

Hope this helps!

Hi Slimpeas – Skill delays is a server side issue that is still being looked into. We don’t have an ETA for a fix but I want to apologize for any inconvenience!

Hi Killermandude – Currently, the Guild Wars 2 download application will resume file downloads. However, there seems to be a bit of confusion as to how it does that. When the download is stopped for any reason, you need to close and restart the launcher. When you do this, the application will scan the already downloaded files to make sure they are intact. Once the files are scanned, the download continues. The confusion comes from how the “scan” appears in the launcher. When this process is taking place it will look like it is downloading the files again, complete with “download speeds.” However, if you notice the download speed, it should be much faster than your Internet connection. This is because the launcher isn’t actually downloading the files from the Internet but is instead, scanning the files inside the GW2.dat file. Once the scan completes, the download resumes and your actual bandwidth is used. Please note that in order for the launcher to begin the update where it left off, you must exit out of the launcher properly. If the launcher was closed due to a power outage or drop in internet service, it will not save the progress and will start again from the beginning.

Hi Zaila – 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 Dedalus – I would like you to delete the Temporary Cache for Guild Wars 2. To do this:

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.

After doing this, please try running Guild Wars 2 again.

Hope this helps!

Hi leuert – Are you getting any kind of error messages at all? Do you happen to have any security software enabled?

Hi Garreth MacLeod – There’s a couple of documents I’d like for you to provide if you feel comfortable sharing this information. First, 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…”

Additionally I’d like to collect a crashlog from you. You can find this by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file. This may give us some idea as to why you’re experiencing these crashes.

Hi Sales Kital – 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 wefal – 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…”

Additionally if you’re able to provide the crash log as well this would be incredibly helpful!

Hey NSKaneda – 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…”

Hey elpeter – I took a look at your Game Advisor report and there were a couple of things that caught my attention. First, it appears your Windows® has not been completely updated.

Please visit http://windowsupdate.microsoft.com/ and choose all of the critical updates available and install them. You may need to visit the website multiple times to ensure that you have all available updates.

Secondly, it appears that you do not have a valid installation of Direct X. This could be due to corruption or you may just not have it installed. Either way we should update this.

This is what we are seeing currently from your Game Advisor report that you provided:

================ = Installed DirectX ================
– x86
– x64
d3dx9_31.dll – 9.15.779.0

D3DX9_42.dll – 9.27.952.3001

d3dxof.dll – 6.1.7600.16385

The first link will provide you with the June 2010 redistributable which will force Windows to update Direct X. I provided this link below:

http://www.microsoft.com/en-us/download/details.aspx?id=8109 (download and run this first)

Once installed, please use the following link to install all material post June 2010 for Direct X. Again this link is provided below:

http://www.microsoft.com/en-us/download/details.aspx?id=35 (download and run this 2nd)

Hi Magnetron – I’m sorry for any frustration this issue may have caused you. Skill lag is actually a server side issue that is being looked into. Unfortunately I don’t have an ETA to provide but please be assured this is a known issue.

Hi bluegoat – The black screen issue can occur for a number of different reasons. What troubleshooting steps have you already tried?

Hello Xlll – I can understand the confusion here. Just to clear things up, all European servers are physically located in Frankfurt. It’s just that the IP’s are registered in the U.S. by the company that has ownership of those registered IP’s.

Hi Omg A Hotpocket – You may want to try a clean installation of your graphics card drivers and updating your DirectX as well.

The first link will provide you with the June 2010 redistributable which will force Windows to update Direct X. I provided this link below:

http://www.microsoft.com/en-us/download/details.aspx?id=8109 (download and run this first)

Once installed, please use the following link to install all material post June 2010 for Direct X. Again this link is provided below:

http://www.microsoft.com/en-us/download/details.aspx?id=35 (download and run this 2nd)

Hope this helps!

Hi Lifelost,

There are a number of different reasons as to why you might be receiving this particular error message and so 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 Ferdoc – Generally system shut down related issues such as this are hardware related. That being said, do you encounter any error messages at all before the shut down or does your PC simply power off? If it’s the latter, I would check to ensure there are no issues with your PSU, especially if you’ve added newer hardware to your system.

Hi there Cellesth,

If you’re still unable to launch the client, 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 Finalboss – The first thing I would suggest would be to update your Windows to Service Pack 1. The thing with the crash issues is that they can occur for a number of different reasons and this will vary from player to player.

That being said, we might need to see some more hardware information from you and so I’d recommend creating a Technical Support ticket in addition to this forum post so that we can better assist you one on one.

Hey guys just an update, we have implemented a temporary fix this will hopefully get most (if not all) of you back in to the game, while a proper fix is in the works.

Thanks for your patience!

Hey guys just a heads up this issue is currently being looked into.

Sorry for any inconvenience!

Hi Dedalus – If you’re still having this problem 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 Anonymouse – 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…”