Guild Wars 2

Hey guys, the absolute BEST way for us to collect data and look into as well as troubleshoot this issue is if you guys can create a Technical Support ticket so that we can assist you one on one. Unfortunately through the forums there just isn’t enough data for an issue such as this that we can look into this issue off of these posts alone.

Please refer to the thread below for information in regards to contacting Technical Support: https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

@*Nova* – You’re most welcome! In regards your question concerning that thread, this is difficult to answer as I am not on the Development Team and so I don’t have any information on what was done with this information. This was, however, a good opportunity for us to get an idea of what sort of system setups were experiencing this issue and what sort of framerate these players were getting.

Unfortunately the best way to really assist players with these issues is one on one so that we can really narrow down any possible cause and have more ground to stand on as evidence that this is absolutely not a system related issue.

Hey guys, if you’re still stuck, I would first recommend browsing to Documents\Guild Wars 2 (or just your Guild Wars 2 installation folder if you’re on XP) and deleting your local.dat file. Once you’ve done this, go ahead and run a repair on the client:

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.

I completely understand where you’re coming from here. It is true that there is a large amount of players experiencing performance based issues, but as I told another player who was experiencing a different type of issue, we are not trying to place the blame on your system, but there is any number of variables that could be contributing to performance based issues and so it is our job in Technical Support is to eliminate all possible variables in order to come to a resolution and then escalate the issue to another department if necessary. While many players may also be experiencing performance based issues, the individual system and hardware setups can make two issues that look similar at first actually turn out to be incredibly different meaning there will be a different resolution.

So I apologize if suggestions for driver updates are sounding very much like a broken record to you, but the best way for us to gather information and troubleshoot performance based issues is if we can assist you one on one. I would recommend creating a support ticket and letting the Technical Support Team know all possible troubleshooting steps that you have tried in addition to providing a Game Advisor report. You may be asked for some additional diagnostic information which you may not want to post in the forums.

In the end, if we’ve exercised all possible troubleshooting steps with no resolution found, we may be able to have this issue looked into by other departments. Again, the more information that we have to collect, the more information that we can provide to have this issue looked into if it is not in fact the player’s system.

Hi Kazega – “Bumping” is generally not allowed in the forums as often times the “bump” will simply get deleted.

In regards to this issue, the “siren” sound is a known issue that is still being looked into. However, there are still a couple of things that you can try in hopes of preventing the crashing and freezing. First, I would recommend updating your sound card driver.

I would also recommend adjusting your in-game audio settings. You can try changing Sound Quality from “High Quality” to “Fastest” to see if this has any affect.

Lastly, have you tried to force Guild Wars 2 to run without the sound engine? While obviously not ideal for playing, if you do not crash while running in this mode, we will have at least isolated the sound card as the potential cause and can go from there. To do this:

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 No Sound.”

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

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

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

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

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.

From what I can see this does appear to be a solitary issue. Not to place the blame on your system, but there is any number of variables that could be contributing to crashes such as this and our job in Technical Support is to eliminate all possible variables in order to come to a resolution and then escalate the issue to another department if necessary. While many players may also be experiencing crash issues, the individual system setups and errors found in the crash report, along with the exact point and type of crash that occurs can make two issues that look similar at first actually turn out to be incredibly different.

That being said, I like to rule out the basics. I did not see anywhere that you had tried a repair. I would recommend first browsing to Documents\Guild Wars 2 and deleting your local.dat file. Once you’ve done that, run a repair on the game client.

Should this not resolve the issue for you, I’d like for you to try updating your DirectX. The game client requires the latest DirectX 9 components; this is true even if you have DirectX 10 or higher already installed. Please follow the instructions at Microsoft’s web site to install the newest DirectX 9 update:

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=3b170b25-abab-4bc3-ae91-50ceb6d8fa8d

Please be sure to save the file to your Windows desktop. Then create a new folder on the desktop and extract the DirectX files into it. Once they have been extracted open the new folder and use the DXsetup file to install DirectX.

Let me know if this helps!

Not a problem! Taking a look at your ticket now.

Hi King Toker – If what you are describing is network lag, your system will have no affect on any connectivity issues experienced in game. If you run a traceroute and ping to a Guild Wars 2 ip (can be done by typing in /ip in chat while in game) you should be able to see your ping along with any packet loss found and where this occurs.

Sometimes, a conflicting application can also contribute to lag, though generally this would indicate either there is an issue with your hardware (modem and/or router), the connection service, or your ISP (Internet Service Provider).

You can usually test this by connecting directly to your modem via Ethernet cable or trying to play from a different location such as at a friend or relative’s house.

Hi Ebon – Would you mind posting your ticket number to the thread so that I can take a look?

Hi David, I would like to ensure that your computer devices are running at the correct speeds. To do this we will be using a 3rd party program called GPU-Z which will give us more detailed information to help us with troubleshooting your issue.

1. Visit http://www.techpowerup.com/downloads/2157/TechPowerUp_GPU-Z_v0.6.4.html

2. Click on “Download Now”

3. You will be prompted to select a location to download it from. Please select the location closest to you. (If in the US select one of the US options etc)

4. Once the file is downloaded, please double-clik it to begin installing it.

5. Select “yes” and then “Next” and then “Install”

6. Once the install is complete click “Close” and the program should automatically run.

7. Make sure the “Graphics” tab is active and click the camera icon in the upper right corner. 8.

8. In the menu that pops up, select “Save to File”. Choose your desktop as your save location and name the file.

Once you’ve done this, you should be able to attach the file to the thread by clicking “More posting & formatting options…”

Hi HalcyonBrush – I would recommend a clean installation of the latest video card drivers. We usually have players try Driver Fusion. I would also recommend you update your DirectX. The game client requires the latest DirectX 9 components; this is true even if you have DirectX 10 or higher already installed. Please follow the instructions at Microsoft’s web site to install the newest DirectX 9 update:

http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=3b170b25-abab-4bc3-ae91-50ceb6d8fa8d

Please be sure to save the file to your Windows desktop. Then create a new folder on the desktop and extract the DirectX files into it. Once they have been extracted open the new folder and use the DXsetup file to install DirectX.

Hi Poplolita" – What *Caedmon has reported is correct. In regards to this issue, are you still stuck at 0% or did you manage to complete the installation?

Hi ben – There are a very large number of variables that could be contributing to low FPS. To eliminate some of those possible variables, I’d recommend taking a look at this sticky post to see if anything on the “checklist” helps your in game performance.

https://forum-en.gw2archive.eu/forum/support/tech/FPS-and-Performance-based-issues-1/first#post338300

If you’ve tried all of these steps and nothing seems to work please let me know because 4 FPS is a bit concerning.

Hi Eventine – If you’re still experiencing this error, I would recommend a Winsock reset followed by a flush DNS. To do this, please try 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.

Next, please try clearing your DNS cache. To do this, follow these steps:

1. Press and hold the Windows key and press the R key. This should bring up the “Run” dialogue box.

2. In that box, type “cmd” without the quotes, and click the “OK” button. A DOS window should open.

3. Enter the following command below and press enter: ipconfig /flushdns

This should clear your DNS cache. You may need to perform this command a few times.

Thanks so much for the responses guys. We’re currently looking into this!

Hey guys – can you please tell me what error messages you’re receiving?

Hi Nimmi, thanks for the report! You have quite a few different error messages popping up in that report, but this one stood out to me in particular:

—> Crash <—
Exception: c0000005
Memory at address 6423f251 could not be read
App: Gw2.exe
Pid: 6312
Cmdline:
BaseAddr: 00400000
ProgramId: 101
Build: 16048
Module: OWClient.dll
When: 2012-11-15T19:41:11Z 2012-11-15T13:41:11-06:00
Uptime: 0 days 0:00:06
Flags: 0

You can see where it says “Module” owclient.dll. What this tells me is that the application Overwolf may have an overlay feature that is conflicting with the game client. Do you always have Overwolf running when you play Guild Wars 2?

Hi there, glad to hear the updated drivers helped with the launcher issues you were having. If you would like further support with the screen going to the desktop when loading a map then definitely create a technical support ticket so that we can better assist you one on one.

Hi Feathers – I’m sorry to hear that you’re experiencing this issue. If you haven’t already I’d recommend creating a technical support ticket so that we can better assist you one on one.

As far as a refund goes, you will either need to create a support ticket to put in a request (if you purchased digitally from the Guild Wars 2 website) or you will need to contact the retailer you purchased the game from.

Hi Cael, as far as your case is concerned, I have reviewed your Game Advisor report and the crashes you are experiencing are the result of a known issue between Windows 32-bit Operating Systems and certain Nvidia cards. Due to the RAM limitations of the 32-bit Operating system the game is trying to run off of more RAM than is available which is causing the memory crashes. 32-bit Windows only uses approximately 3.5G total RAM including any video memory. The only options for a resolution in this case would either be to upgrade to a 64-bit operating system or to adjust your system settings to not use more than 3GB of memory. Unfortunately this is not something we can assist with doing as it’s a pretty delicate process which can cause severe damage to your system if done improperly.

Please understand that this issue is not isolated to Guild Wars 2 alone. Any application that will run or require more RAM than what 32-bit operating systems can handle will result in an out of memory crash.
We are aware of this issue and it is being looked into but we do not have an ETA on any kind of resolution other than what I had suggested previously.

In this case I would recommend creating a Technical Support ticket so that we can better assist you one on one. We may need to request some diagnostic information from you that you may not want to post in the forums. We can also assist you much more quickly this way as well.

The thread below should give you more information on creating a technical support ticket: https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

Hi Nimmi – Could you please post your system specs along with a crash report? If you navigate to Documents\Guild Wars 2 it should be the ArenaNet.log file.

This will give us a better idea of how to diagnose this issue.

Hi Zgroza Czarnych, could you please clarify the issue that you’re experiencing? Are you getting any kind of error messages at all? What exactly is happening when you try to launch Guild Wars 2?

Hi JungleNin, 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,

It’s possible you may simply need to update your drivers from from the video you had posted this could potentially be a hardware issue as well. I would first start with making sure you have a clean installation of the latest AMD drivers: http://support.amd.com/us/gpudownload/windows/Pages/radeonaiw_vista64.aspx

Hi Gerke, have you tried repairing your client yet? If not, I would recommend following the steps below:

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.

Hi Gideon – Is your Documents folder in its default location or have you moved it to a different drive?

Hi Velvet Silk – Please try clearing your DNS cache. To do this, follow these steps:

1. Press and hold the Windows key and press the R key. This should bring up the “Run” dialogue box.

2. In that box, type “cmd” without the quotes, and click the “OK” button. A DOS window should open.

3. Enter the following command below and press enter: ipconfig /flushdns

This should clear your DNS cache. You may need to perform this command a few times.

Hey guys – Thanks so much for all of the data you all have submitted in regards to this issue. Our network engineers have looked into the issue and I think that you have all seen that this does appear to be an issue with the Internet Service Provider, Fastweb. If this is your ISP and you are being affected by this issue, I would highly recommend contacting Fastweb and bringing this issue to their attention so that they can be of further assistance to you.

Hey guys just letting you know that we are aware of this issue and are actively looking into it. Thanks for your patience!

Hi Kuba, if you’re still experiencing this issue, I’d like for you to create a support ticket with the Technical Support Department so that we can assist you one on one in regards to this issue. Please refer to the sticky post below for steps to creating a support ticket:

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

Note: You do not need to include account related information in your response for Technical Support.

There are a couple of things that could be causing this issue and so I have two steps that I would like for you to try in order to resolve this issue.

The theory is that the root certificates on your computers are not up to date. Follow these steps to update them:

1. Close the game client.
2. Download and run http://download.windowsupdate.com/msdownload/update/v3/static/trustedr/en/rootsupd.exe

3. You’ll probably have to click ‘run’ or ‘allow’ a couple times, but after that, nothing will appear. But that’s OK, your root certificates have now been updated.

4. Open the game client and try to access the trading post.

If you haven’t been able to load the trading post at all, try these steps. If this works for you, I’ll ask our customer service team to write up more formal documentation on this procedure.

Next, I would like for you to clear your web cache. Note, by following these instructions you will lose at least your graphics settings and have to set them up again:

1. Close the game client.

2. Delete the local.dat file located in Documents\Guild Wars 2\local.dat

3. Open the game client and check out the Trading Post.

Hi xo wayne – After reviewing your system’s configuration it looks like your graphics card may be overpowering the rest of your system and likely creating a severe bottleneck which would explain the crash issue that you’re experiencing.

Your processor, operating system, and RAM are simply not powerful enough to support your card. You may need to consider upgrading the rest of your system to balance out the card. This should resolve the issue for you.

Hi Roaven, please try clearing your DNS cache. To do this, follow these steps:

1. Press and hold the Windows key and press the R key. This should bring up the “Run” dialogue box.

2. In that box, type “cmd” without the quotes, and click the “OK” button. A DOS window should open.

3. Enter the following command below and press enter: ipconfig /flushdns

This should clear your DNS cache. You may need to perform this command a few times.

Hi SargentLee – I would like you to try a new command we just introduced to assist players with these types of issues. To do this:

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 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.

Hi Empressium – I would like you to try a new command we just introduced to assist players with these types of issues. To do this:

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 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.

Hi Mayam – You can attach the Game Advisor report to the thread by clicking “More posting & formatting options…”

Hey guys, all of you who submitted a Game Advisor report all have some sort of security software running. You may need to either disable, remove, or configure the software to allow Guild Wars 2. Additionally, Aleksia and Farren – this may also be due to your connection method as well. I would recommend connecting directly via Ethernet cable to see if this resolves the issue.

Hi Andish, 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 Taryn – This error looks like it’s due to the fact that you’re trying to install from the temp directory. The easiest way to resolve this issue is to pull Gw2.exe out of the temp drive and onto the C drive by following the below steps:

1. Hold down the Windows button on the keyboard and hit the R key.

2. Paste in the following line “Temp” (without the quotes) and then click OK.

3. Find Gw2.exe and right-click on the file and select Cut

4. Go to your C drive and into the Games folder. If there is no Games folder, create one.

5. In the Games folder, create the folder Guild Wars 2 and go into it.

6. In the Guild Wars 2 folder, right-click and select Paste.

7. Run Gw2.exe from the Guild Wars 2 folder.

The game should launch and immediately start patching. Two additional files should be created: Gw2.dat and Gw2.tmp

Hi Jony – This error can pop up for a number of different reasons such as your connection method (if you’re connecting via USB adapter, wifi hotspot, Satellite connection, or tethering to your phone) or if you have any security software enabled.

Hi Dracin – 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 Haoyan – Could you please attach a DxDiag or a Game Advisor report to the thread so I can see 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 Ike – Do you have any security software currently enabled? Sometimes security software can cause issues such as this with the Trading Post.

Hi RumpleStudly – could you please post your full system specs here so I can take a look? This honestly sounds as though this may be a case of not meeting the minimum requirements, but without any diagnostic info to go off of we are essentially troubleshooting this issue blind.

And so, could you please provide your full system specs or a Game Advisor report and attach it to the thread?

Hey guys, there are a few different things that could be causing this error message and this will depend on each player’s own personal system and connection set up and because of these individual setups the resolution will vary.

I’m glad to see that Google DNS resolved the issue for you. Another resolution to this issue would be a Winsock reset or to VPN in order to download the last couple of files. We don’t generally recommend for players to VPN although in some cases it is the only way to complete the installation/update.

Hi Xeromedes – I’d like for you to first try a Winsock reset. To do this, please try 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. You do not have to provide this report.

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 Odelleonia – 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 detown – Are you overclocking any of your hardware at all? This particular error message is why I ask:
Assertion: A file was corrupted in the archive. Please run once with ‘-repair’!
File: ..\..\..\Game\Main\MainCli.cpp(584)

Generally this error is attributed to overclocking.

Hi samius – This is an intended feature of the client which is meant to prevent Out of Memory crashes.