Guild Wars 2

Thanks for the Game Advisor report! Okay so first thing I would recommend would be to update your Windows to Service Pack 1. I’d also make sure to run a repair on the client just to start.

Hi iesirida – If you’re getting a video driver crashed error in Windows this definitely sounds like the TDR bug. Additionally, I took a look at the crash report you’ve provided and the module in the report points to Nvidia drivers as well:

—> Crash <—
Exception: c0000005
Memory at address 00000000 could not be read
App: Gw2.exe
Pid: 2720
Cmdline: -isRelaunch
BaseAddr: 00400000
ProgramId: 101
Build: 17121
Module: nvd3dum.dll
When: 2013-03-18T20:09:18Z 2013-03-19T00:09:18+04:00

If you’re not still getting the driver crash error, I’d recommend creating a support ticket so that we can further investigate this issue with you. We may need to collect a bit more diagnostic data so that we can narrow down the cause of the crash.

Hi Sergentdeath – Are you able to post the full crash report to the thread? Generally the most relevant and newest information is at the very bottom of the crash log (you can see the date listed above the most recent crash error).

Additionally, 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 there loganmc – That’s an interesting effect that I haven’t seen yet. 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 Tamas – From what I can see it looks like you have quite a few background applications currently enabled so we’ll start simple. I looked through the report and it looks like AVG is one of said background applications.

AVG is known to have some compatibility issues with Guild Wars 2. We are currently looking into this issue, however, for the time being I would suggest trying to configure AVG with the following steps. There have been reports that this has assisted players previously:

1. Open AVG
2. Click “History”
3. Click on “Firewall Log”
4. Click on “System Services”
5. Scroll down to branch cache/Windows remote management
6. Click on “Block” and change it to “Allow for all”

This should allow you to connect to the patch servers.

Next, open User Interface.
Click “Tools” and then “Firewall settings” and in the panel that pops up, you will see profiles on the left (the active one will be in bold).
Click on “System services” in the active profile and then Click the “Manage User System Rules.”

Another window should open. Click Add button, a change rule detail window opens. Here you will want it to read: For protocol TCP, direction Out, local port(s) Unrestricted ports (1024-65535), remote port(s) 80,6112,6600, remote address(es) All Networks, Allow for All … Give it a name of GW Special down at bottom.

Should this not resolve the issue, I would suggest contacting AVG support for assistance with configuring the security software or completely removing it and trying a different security software application.

Hi tweaker – 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 bren ruane – 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 Xeriana – 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 Medival – Your crash logs are showing some CRC errors toward the bottom and so I’d recommend running a Disk Check and follow-up with a repair of the client. Additionally I might also suggest trying to move your client to a different drive than the current one (if it’s on C try moving it to D).

Hi Gabriel – I would definitely post this issue in the Mac Subforum for a much quicker reply. If you’re still having this issue, 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 (apologies in advance for the wall-o-text):

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.

After your computer has restarted please try to run Guild Wars 2 again.

Hi Goldhuman – Sorry for the late reply. Sometimes these threads can get lost. I would recommend running Msconfig to rule out any conflicting applications. Aside from this your drives and system specs look squeaky clean.

That being said, in order for us to look into this issue a little further, better assist you much more quickly and one on one, I’d highly recommend creating a support ticket if the Msconfig doesn’t resolve the issue for you.

Hi Bailey – I’m sorry to hear that the previous suggestions haven’t helped. At this point I think it would be best to create a support ticket so that we can be of further assistance with this issue one on one. This will allow us to better narrow down and pinpoint the cause of the black screen issue you’re experiencing. 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

You can expect to hear back from us fairly quickly

Hey guys, for anyone whose still having this problem I would try repairing the client. Aside from this you’ll also want to ensure all video card drivers are updated. Another thing you’ll want to check is to make sure to run the client as Admin when you launch it.

And just for good measure, if you’ve got a lot of background applications enabled, specifically security software, this can conflict with the Black Lion Trading Post as well and I might even suggest running Msconfig to rule these applications out.

The missing mouse cursor issue is often caused by having mouse pointer trails enabled. Please follow these instructions to disabled the pointer trails.

1. Click on the Windows start button.

2. Select ‘Control Panel’.

3. For Windows XP: Double-click on the Mouse icon.

For Windows 7 and Vista: Click on ‘Hardware and Sound’ then select ‘Mouse’.

4. Go to the ‘Pointer Options’ tab and look for the ‘Visibility’ section.

5. In the ‘Visibility’ section, un-check the box next to ‘Display pointer trails’.

6. Click on OK.

Hope this helps!

Hi Illuvatar – Are you able to provide the full crash log? You can attach it to the thread by clicking “More posting & formatting options…”

Hi Nitsujin I took a look at the reports you’ve provided and nothing in particular stands out to me. It wouldn’t hurt to perform an Msconfig to rule out any background applications, however, the crashlog you provided still shows your old system specs which is kind of odd.

I would highly recommend creating a Technical Support ticket so that we can better assist you one on one and get some more in depth info in regards to your hardware just to make sure everything checks out okay. The sticky below should detail contacting support:

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

Hi Lol Lol Lol Guy – A re-install wouldn’t be a bad idea, though 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 Terror Of Death – Players are allowed the use of proxy services to improve their connection, however, please understand that these are not supported by NCSOFT or ArenaNet and so use of them is at your own discretion.

I believe most proxy services will offer a free trial so that you can test them out and see which works best for you but we’re unable to offer any specific recommendations.

Hi Zardios – This particular issue may require more in depth troubleshooting. And so I’d highly recommend creating a Technical Support ticket so that we can collect some diagnostic information from you and better assist you one on one. The sticky 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

Hey there Goldhuman – The error logs look a little inconclusive. Unfortunately they don’t always tell us specifically what the issue at hand is. 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…”

If you don’t want to provide this report in the thread, you can always submit a Technical Support ticket so that we can better assist you one on one. 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

Hi Stormsworder – Do you currently have any security software enabled? This is usually the cause of the error message.

This sounds like it’s varying for players but it should be a little over 400 MB.

Hi BeeBurnt – 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 Phenomen – I’m not seeing anything that would explain the crashes that you’re experiencing in the Game Advisor report, and so I’d recommend creating a support ticket for further review of the issue. The sticky thread below should give you some more info on contacting support:

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

Hi Simayi – 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 vanillexhope – You don’t necessarily need the disks if you don’t want them. Since you’ve technically purchased a Guild Wars 2 serial code, you’re essentially paying for the account, and so you can install the client as many times as you wish. You should have the option to install it digitally when you log into your Guild Wars 2 account.

Hi Kakorot – As what basketcase suggested, the Game Advisor will give us a better idea of your system setup since we’re unable to physically “see” it. As for the symptoms you’ve mentioned, this sounds like either some of your hardware does not meet the minimum requirements or you may not have video card drivers installed.

Hi Velshin – Do you happen to have any security software currently enabled? Generally this is the main cause of the error message that you’re seeing.

Hello Tsuichii – It looks like your system fails min specs. Because of this, the installation will not complete.

Hi AfxTwn – In this type of situation, Error 10 is typically caused when you click the Join or Invite button without putting a name in the character name field.

Please try the following steps and let me know if you are successfully able to invite another member to your party.

Click on the party icon in the upper left of the screen. You should see a box that says character name with the buttons join and invite underneath.

In order to invite someone to your party their character name needs to be in the character name field. You can either type the characters name in or target them. Once their name is in the character name box, you can then click the invite button. Doing this will send them an invite which they can either approve or deny.

Hi Zivorak Thanks for the Game Advisor report! There’s a couple of things here that I’m noticing which could potentially be the cause of the issue (there are a few things which could cause error 58). First, make sure that when you launch the game that you’re right-clicking the executable and running as admin. Secondly, you have quite a few background applications enabled and to eliminate conflicting applications as being the cause of the issue, we like to suggest a Windows command known as Msconfig. You can do this by trying the steps below:

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.

Lastly, I also noticed that port 6112 has come up as failed on one of the tests. You might want to double-check to ensure this port is completely open and accessible, inbound and outbound.

Thanks for the Game Advisor report! One thing in particular caught my attention which could be the cause of the issue that you’re experiencing:

================ = Checking server connectivity ================

auth1.101.arenanetworks.com
64.25.38.72:6112 – connect succeeded
64.25.38.171:6112 – connect failed
64.25.38.172:6112 – connect failed
64.25.38.51:6112 – connect succeeded
64.25.38.54:6112 – connect failed

auth2.101.arenanetworks.com
206.127.159.108:80 – connect succeeded
206.127.159.109:80 – connect succeeded
206.127.146.73:80 – connect succeeded
206.127.146.74:80 – connect succeeded
206.127.159.77:80 – connect succeeded
206.127.159.107:80 – connect succeeded
206.127.159.108:6112 – connect succeeded
206.127.159.109:6112 – connect failed
206.127.146.73:6112 – connect failed
206.127.146.74:6112 – connect succeeded
206.127.159.77:6112 – connect failed
206.127.159.107:6112 – connect failed

auth1.101.arenanetworks.com
64.25.38.72:80 – connect succeeded

File1.ArenaNetworks.com
64.25.39.21:6112 – connect failed
64.25.39.21:80 – connect succeeded

Diag.ArenaNetworks.com
64.25.39.21:6112 – connect failed
206.127.158.31:6112 – connect failed
64.25.39.21:80 – connect succeeded
206.127.158.31:80 – connect succeeded

origincdn.101.arenanetworks.com
64.25.41.2:80 – connect succeeded

For the most part, port 6112 appears to be blocked. You may want to ensure that this port is open inbound and outbound to connect to Guild Wars 2 successfully. You may also want to consider bypassing your router to rule out this being a router issue.

Hi there Zivorak – 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 Xaras – My first guess here would be your PSU. Unfortunately there isn’t really a way for us to test this without being able to physically see your system, but that’s where I’d start.

Hey guys – as previously stated, the best way for us to collect information, diagnose, and troubleshoot this issue is by creating a support ticket as the reason for this particular error message can vary.

Hi Oldboy – Those two don’t sound related, though I would create a support ticket just in case because that’s really curious.

Glad to hear you figured it out!

Hi there Xicoman – Do you happen to have any security software enabled? Generally this will be the cause of the error you’re seeing.

For anyone still experiencing this issue I would recommend creating a support ticket. This makes it MUCH easier for us to collect data, troubleshoot, and to further investigate this issue. The sticky thread below should give you some more info on contacting support:
https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

Hi xHedgehogx – 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 there Goldhuman – If you’re still encountering this issue, I’d look more into “atiumdag.dll” as this is the module responsible for the crash per the report you provided. This is likely an issue with either your current DirectX installation, or your video card drivers. I would recommend a clean install of both to start.

Hi Finn Dove of Myst – Thanks for sharing your resolution. Glad to hear you got it worked out!

Hello dumadumaduma – If you’ve already tried all troubleshooting steps suggested by the original poster, I would recommend creating a support ticket so that we can better assist you one on one.

Hi PerseusMyth – Are you still getting this error message? If 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 swat – Have you tried repairing the client? I would recommend a repair, a clean installation of your video card drivers, and updating your DirectX.

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 Cruserd – Does your friend have a 32-bit operating system? If so this is likely the cause of the issue. This is intended by design in order to lessen the frequency or to prevent “Out of Memory” crashes.

Hi Witterot – Looks like the client won’t continue the installation because your graphics card doesn’t meet the minimum specs. There’s sort of a built in requirements check and if the client detects that you are either missing video card drivers or that one piece of hardware doesn’t meet the requirements, it will behave exactly as you have described.

Looks like the last thing we had asked you to do was to bypass your router. I am concerned about your connection method, because hotspot connections aren’t really supported. Though I would like for you to try a Winsock reset. You can do this by trying the steps below:

1. Click the “Start” button to bring up the Start Menu.
2. Type in CMD into the “Search programs and files” field but do not hit enter. Doing this will change your start menu to show the program “cmd.exe.”
3. Right-click on “cmd.exe” and select “Run as Administrator.”
4. 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)
5. 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.

Once completed, please try connecting again.

Hi there Alk – What’s your ticket number? I can check the status of your ticket and see where support may have left off and see if there’s any advice I can give you with this issue.

Hi typhon – I’d recommend running a Disk Check to rule out any hard drive based issues. If that doesn’t work for you, I’d highly recommend creating a support ticket with a Game Advisor report, crash report (ArenaNet.log file found at Documents\Guild Wars 2) as well as the name of the affected character.

The sticky thread below should give you some info about contacting support:
https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957