Guild Wars 2

Hey there Otton Carlos – I’m seeing a few things here that could be causing this issue. First, your graphics card could certainly prevent you from playing. Often times the client won’t even install if you are using a card that is well below the minimum requirements (I do see where you mentioned you have to use the onboard card because of your PSU).

Additionally, the amount of hard disk space on your system may also be preventing the client from patching.

Lastly, AVG could also be preventing you from patching. As a temporary troubleshooting step you may need to configure, disable, or remove it to see if it is the cause of the issue.

Hi sirgen – Have you tried updating your video card drivers? If you haven’t I’ve provided a link to the most up to date drivers below:
http://support.amd.com/us/gpudownload/windows/legacy/Pages/legacy-radeonaiw-vista64.aspx

Hi Otton Carlos – 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 FlashChi – Could you attach a DxDiag report to the thread? My first thought is outdated or corrupt drivers. I would do a clean installation of the latest drivers even if you have already updated to the most recent ones available.

Hi Lucas Ashrock – If you could provide us with the rest of your system specs this will help us better understand why you might be getting low FPS. If you simply updated your graphics card without updating any other hardware in your system, it is a possibility that your graphics card may be bottlenecking the rest of your system and causing if not contributing to this issue.

Hi slfdstrx – This generally tends to happen when a system does not meet the minimum requirements. Could you fill me in on your system specs or attach a Game Advisor report to the thread so I can take a look at whether or not this is the case? If you do meet the minimum requirements there may be something else causing this to happen but without any diagnostic info this is just guesswork.

Hi SolStice – 1117 is the Windows error-code indicating that “The request could not be performed because of an I/O device error”. Which utility did you use to check for errors with your disk? I recommend that you find and use your HDD manufacturer’s diagnostic utility to confirm its health.

Optionally, you could try reinstalling GW2 to a different drive if you have one available. If that works without issue, it suggests that there may be an issue with the original drive.

Hey there Desert Trekker – Do you have any security software enabled? There are a couple of things that might cause this error message to occur, generally security software. Additionally your connection method may cause this error to pop up as well (such as if you’re tethering to a mobile device or connecting via Satellite connection).

Hi Aurum – I would recommend updating to the latest drivers for your card. If you attach a DxDiag report to the thread or simply let me know what operating system you’re using along with the graphics card that you have I can locate the newest driver for you.

Also, you can check out Nividia’s Auto-Detect feature which should locate the most up to date drivers appropriate for your system: http://www.geforce.com/drivers

Hi jonneymendoza – Do you have Mumble’s overlay enabled by chance? This could be the reason for this issue. The crash report shows that there is a conflict with that application where it says “module”:

—> Crash <—
Exception: c0000005
Memory at address 0000084c could not be read
App: Gw2.exe
Pid: 340
Cmdline:
BaseAddr: 00400000
ProgramId: 101
Build: 15880
Module: mumble_ol.dll

Sounds like you may have some conflicting applications enabled. Do you have any security software currently enabled on your system?

Hi B Rad – Could you please attach a Game Advisor report to the thread so we can take a look at your system configuration to see if there is anything that might explain why you’re experiencing this issue? I have provided the link to download the Game Advisor application 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 Ternit – 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 anyone else is still experiencing this issue it is possible security software could be preventing you from accessing the Trading Post. You may want to try disabling, removing, or configuring your security software to determine whether or not it is either the issue or a contributing factor to this issue.

Hi Lems – 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 just wanted to take a moment of your time and let you know that we have pushed a new build of Guild Wars 2 live which should help to resolve this issue. At your earliest convenience, please try logging into Guild Wars 2 and let us know if you continue to experience this issue. If you do, please include a screen shot and the following log files:

First, please run Guild Wars 2 using the -log command below. This will generate a log file of what is happening when you attempt to run the game. To do this:

1. Locate your Guild Wars 2 shortcut

2. Right-click and select “Properties.”

3. In the “Target” line, add -log to the end.

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

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

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

Once completed, a file called “GW2.log” will be generated in your “Documents” folder under the “Guild Wars 2” folder. We would like for you to attach this file in addition to a screenshot of the error window to the thread.

Please note: This concerns error code 7:1000:7006:836:101 specifically. This is a different connectivity issue than those who may be receiving the 7:11:3:189:101 error code.

I just wanted to take a moment of your time and let you know that we have pushed a new build of Guild Wars 2 live which should help to resolve this issue. At your earliest convenience, please try logging into Guild Wars 2 and let us know if you continue to experience this issue. If you do, please include a screen shot and the following log files:

First, please run Guild Wars 2 using the -log command below. This will generate a log file of what is happening when you attempt to run the game. To do this:

1. Locate your Guild Wars 2 shortcut

2. Right-click and select “Properties.”

3. In the “Target” line, add -log to the end.

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

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

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

Once completed, a file called “GW2.log” will be generated in your “Documents” folder under the “Guild Wars 2” folder. We would like for you to attach this file in addition to a screenshot of the error window to the thread.

Please note: This concerns error code 7:1000:7006:836:101 and error code 3032:1002:3:4350:101 in which players were disconnected every half hour specifically. This is a different connectivity issue than those who may be receiving the 7:11:3:189:101 error code.

I just wanted to take a moment of your time and let you know that we have pushed a new build of Guild Wars 2 live which should help to resolve this issue. At your earliest convenience, please try logging into Guild Wars 2 and let us know if you continue to experience this issue. If you do, please include a screen shot and the following log files:

First, please run Guild Wars 2 using the -log command below. This will generate a log file of what is happening when you attempt to run the game. To do this:

1. Locate your Guild Wars 2 shortcut

2. Right-click and select “Properties.”

3. In the “Target” line, add -log to the end.

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

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

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

Once completed, a file called “GW2.log” will be generated in your “Documents” folder under the “Guild Wars 2” folder. We would like for you to attach this file in addition to a screenshot of the error window to the thread.

Please note: This concerns error code 7:1000:7006:836:101 specifically. This is a different connectivity issue than those who may be receiving the 7:11:3:189:101 error code.

Hi MrMcArthur – If you do not have a discreet graphics card and are only running with your Mobile Intel® 4 Series Express Chipset, you do not meet the minimum requirements for Guild Wars 2. This is not to say that you will be unable to play, but coupled with your specific processor you will experience some in game performance issues such as you have described.

If upgrading is something that you are able to do, I would suggest upgrading your system in order to obtain much more desirable framerates.

Hi giancarlo – If you’re unable to install either of the AMD driver updates, it is possible this is due to the specific laptop manufacturer that you have. For example Toshiba laptops generally need to get driver updates from the laptop manufacturer rather than the Nvidia or AMD website.

If updating your video card drivers doesn’t resolve the issue for you then I would suggest trying a DirectX update. 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 pavlo – I would like you to try a command we 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 Axyl 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 Turio – I would like you to try a command we like to suggest players try to assist 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.

Hey guys we’re still looking into this issue. We will update you all as soon as we’ve gotten this issue worked out.

Hey guys,

In order for us to further investigate this issue, please run Guild Wars 2 using the -log command below. This will generate a log file of what is happening when you attempt to run the game. To do this:

1. Locate your Guild Wars 2 shortcut

2. Right-click and select “Properties.”

3. In the “Target” line, add -log to the end.

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

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

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

Once completed, a file called “GW2.log” will be generated in your “Documents” folder under the “Guild Wars 2” folder and attach it to the thread.

Hi Cetol – Glad to see you found a fix. We try not to suggest a VPN to players if we don’t have to but I’m happy to see that this worked out for you as I have seen this resolve the issue for other players as well.

Hey guys if you’re getting error code 7:1000:7006:836:101 specifically then as a temporary workaround, as other players have noticed, I would unlink your mobile authenticator from your account until this gets worked out.

We appreciate your patience with this issue.

Hey guys as a temporary workaround if you have the mobile authenticator linked to your account I would recommend un-linking it for the time being until this gets worked out.

Hi groundhog – I’d like to collect a Network Diagnostic report from you. To do this, 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:\Gamse\Guild Wars 2\GW2.exe” -diag

7. Click “Ok” to save your changes.

8. Double click “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 the thread for review.

Hi Vahukomm – 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 Nick Brandon – 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 Ryuu – I’d like to collect a network diagnostic report from you. To provide this, 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:\Gamse\Guild Wars 2\GW2.exe” -diag

7. Click “Ok” to save your changes.

8. Double click “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 the thread for review.

Hi Stormie – If you’re still experiencing this issue I’d like for you to try a Winsock reset. To do so:

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 elvenninja – This looks like the “Out of Memory” crash experienced by players with 32-bit operating systems. Turning down your graphics settings or updating to a 64-bit operating system may resolve the issue for you.

Additionally, it looks like you’re getting a few errors in that ArenaNet.log file. Generally the “File: ..\..\..\Game\Main\MainCli.cpp(584)” crash means that you’re overclocking your hardware, usually the CPU. If you are over-clocking at all I would recommend returning your hardware back to stock settings or even underclocking if they came factory overclocked.

Hi boster, are you still experiencing this issue? If so, I would like for you to try a command that works for some players who are on campus networks. 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.

If this doesn’t resolve the issue for you, could you please let me know the full error message that you received along with a Game Advisor report? 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…”

In regards to third-party application use for Guild Wars 2, please refer to Gaile Gray’s thread:
https://forum-en.gw2archive.eu/forum/support/account/Policy-Third-Party-Programs/first#post354869

Hi Symiel – If a Winsock reset didn’t resolve the issue for you the issue may be with AVG as it does have compatibility issues with the game client. You may need to look into configuring it to allow Guild Wars 2.

Hi kage kitsune – Have you tried installing the latest drivers for your mouse?

http://www.logitech.com/en-us/support/game-gear/g600-mmo-gaming-mouse?section=downloads

If you haven’t already, I’d also recommend creating a Technical Support ticket and attaching a Game Advisor report to the ticket so we can look into this issue a little further one on one with you.

So I was unable to locate any issues within the DxDiag report that would explain the crash issue that you’re experiencing. Since the DxDiag only shows us hardware based information which is clearly not the issue here, I’d like to run a few more tests and possibility take a look at a bit more diagnostic information.

And so, if you haven’t already I’d like to suggest creating a Technical Support ticket and attaching a Game Advisor report to the ticket. You should receive a reply back relatively quickly.

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

Don’t worry about including serial codes or character names.

Hi guys, I’d like to collect some data from you all in regards to this issue.

Could you please provide the make and model of the mouse that you’re using?

Additionally, is this issue isolated to the one mouse?

If you’re using a wireless mouse, does this issue occur when using a wired mouse?

If you haven’t already, as it will be difficult to look into this issue one on one with every player within the post, I would highly recommend creating a support ticket with our Technical Support team so that we can better assist you while we continue to look into this issue.

Thanks for the report. It looks like nvd3dum.dll is the culprit here. The report is referring to your video card drivers. I would suggest a clean installation of the newest Nvidia drivers for your card.

Are these the drivers you’ve been using?
http://www.nvidia.com/object/win8-win7-winvista-32bit-306.97-whql-driver.html

Hi kage kitsune – Do you happen to be using a wireless mouse? Also, what is the make and model of the mouse that you’re using?

Hi there fartcannon – Could you please attach a DxDiag or a Game Advisor report to the thread so I can take a look at your system specs and look into this issue a little further?

Hi Soccerspeed – Do you encounter this issue at all using a wired mouse?

Hi Mirobi

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 viralthefrog – Could you please attach a crash report to the thread so I can look into this a little more? You can find it by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file.

Hi Tarman – That does appear to be the infamous sound bug. It is a known issue and we’re currently looking into it. No ETA for a fix at the moment but I would keep checking back, specifically in the “Game Bugs” posts.

Hi Nile – Are you overclocking your GPU or any other hardware at all? Also, if you have Teamspeak’s overlay add-on enabled this could be causing the crash as it does have some compatibility issues with Guild Wars 2.

Hi CLundkvist I’d like to collect a bit more information from you before I can come to any conclusions. Could you attach a crash report to this thread for review? You can find it by navigating to Documents\Guild Wars 2. It will be an ArenaNet.log file.

Hi Miss Fawn – I’d like to take a look at your crash report to see if there are any clues to the cause of the issue. You can find this by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file. You can attach it to the thread by clicking “More posting & formatting options…”