Guild Wars 2

Hi Fallanwolf – Glad to see the issue was resolved by a Winsock reset!

Hi Fallanwolf – I think the issue here may be your mobile connection. While you may have been able to install on a different machine using the same connection, it’s not a stable and is an unsupported connection method.

Have you tried a different connection method to see if it resolves the issue for you?

Hi Cetol – I want to rule out your actual internet vs your computer. There is a service called WTFast, https://www.wtfast.com/ its a proxy that should allow you to get those last files downloaded, they offer a free trial so if you would, try doing the download on that service and let me know if it goes through or not.

Hi Louislou – 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 Cetol – Since that didn’t resolve the issue for you, I would like for you to try disabling your User Account Control since I noticed you have it enabled. To disable UAC as a temporary troubleshooting step, please try the steps below:

1. Click on the Windows Start button.
2. In the search box type ‘UAC’.
3. Click on ‘Change User Account Control Settings’.
4. Move the slider down to ‘Never Notify’
5. Click the “OK” button.
6. You will then be prompted to reboot your computer. Please reboot your computer at this time.

Hi MrFlash – If you are able to, could you please attach your crash report to the thread? You can locate it by navigating to Documents\Guild Wars 2 and it will be the ArenaNet.log file.

Hi Aibandit – For now you may have to use this shortcut in order to connect. It is also possible that something may be fixed in the next update that would no longer require you to use the shortcut and it is possible that this is a portforwarding issue as XcomCaveRat pointed out.

Hi icymcfire – The issue that you are reporting may be due to a problem with the DNS provided by your Internet Service Provider (ISP). Please try the steps in the following link to override your current DNS settings and use Google’s Public DNS.

Using Google Public DNS
http://code.google.com/speed/public-dns/docs/using.html

Once done, please follow the steps below to clear the DNS cache.

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 Farren,

Thanks for the report! In your case the issue is likely due to the fact that you do not appear to have any video card drivers installed on your system. I would highly recommend downloading AMD’s Mobility Radeon™ Driver Verification Tool to locate the most up to date video card drivers for your laptop: http://support.amd.com/us/gpudownload/windows/Pages/radeonmob_win7-64.aspx

Hope that helps!

Hi Aibandit – I’d like for you to try a command to bypass this error to get into the game.

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.

EnochDagor – I was referring to your in game graphics settings, not your graphics card. Additionally I am not a Developer and so while the client is still being updated, optimized, and worked on, I can see what else might be going on to get the game playable for you if possible as there is no ETA for a fix for the “Out of Memory” crashes at this time.

And so, I would start with having your graphics settings at the lowest possible settings and seeing if you still get these crashes. If not, I would then gradually increase the settings until you reach a point where the game is both playable and of the best appearance that you can achieve.

Lastly, as other players have suggested, upgrading to a 64-bit operating system and increasing your system memory should resolve this issue for you.

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 EnochDagor,

I’d like to know what graphics settings you’re playing the client on. If you are playing with some of the higher graphics settings, this could be contributing to the “Out of Memory” crashes that you’re experiencing.

Hi Navaa,

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 CPU-Z which will give us more detailed information which will help us in troubleshooting your issue.

1. http://www.cpuid.com/downloads/cpu-z/1.61-setup-en.exe

2. Click on “Download Now.”

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

4. Select “Next” and accept the agreement, clicking “Next” through the setup process.

5. Once installed, please run the application.

6. Click “About” and left click on “Save Report (.HTML)” and attach that to the thread.

Hi Cetol,

I would like for you to try a Winsock reset. To do so, please follow 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 need to do anything with this file.

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 Sonvil – Could you attach a DxDiag to the thread so we can get a look at your system setup?

Hi Kojiden – I’d like to take a look at two reports from you to get a better understanding of the issue you’re experiencing. First, can you navigate to Documents\Guild Wars 2 and locate the ArenaNet.log file? Next, 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 donttread – A few questions for you: Do you happen to be using multiple monitors at all? Also, are you running in Full screen, Windowed, or Full screen-windowed mode? Have you noticed this happen during certain points in the game or after a certain amount of time?

Hi Kootz,

I’d like to collect a Game Advisor report so I can look into why you might be experiencing these two errors. 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 guys this is a known issue that our teams are currently looking into. We don’t have an ETA for a fix but this is being worked on as a priority.

In the meantime we would like to thank you all for your patience and understanding.

Hey guys thanks for all Game Advisor reports that were provided. This does appear to be a known issue that our teams are currently looking into. Please refer to this thread for any updates. Sorry for any inconvenience this may have caused you all but we appreciate your patience.

https://forum-en.gw2archive.eu/forum/pvp/pvp/endless-loading-screen-in-spvp-MERGED/first#post385454

Hi DragonM – 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 Artek – Sorry it’s taken so long for Support to get back to you. It does appear as though you received a response today. Additionally, this appears to be a Gameplay issue rather than a technical issue.

Hey guys this issue should be resolved at this point. If you’re still unable to delete characters please let us know.

Hi Norr – Thanks for sharing! We’re trying to track how many players are resolving this particular issue in this fashion. It’s definitely strange, but if removing the router is not an option, I would also recommend disabling your router’s SPI setting.

Hi Bcmonks – After looking at your Game Advisor report what stood out to me is you are connected via VPN as well as your Atheros AR8151 PCI-E Gigabit Ethernet Controller. If you disable Hamachi do you still encounter this same issue?

Hi Khanatos – What troubleshooting steps have you tried in regards to this issue? Do you get this error every time you try to log in?

Hi Bajema – Could you provide a Game Advisor report so that we could look into 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 Radium – I’m actually not a Developer, I am on the Technical Support team. For issues such as this in which there are various resolutions for this issue, it can best be looked into working one on one with players if possible and so I highly encourage any players who are experiencing this issue to submit a support ticket.

This is an issue that is still being tested and looked into and until we have more solid answers for players, we are troubleshooting this issue to find common trends and hopefully resolve the issue in the process.

Hi Gremnok – What troubleshooting steps have you already tried to resolve this issue aside from replacing your graphics card?

Have you created a support ticket yet? We may need to ask you for a bit more diagnostic information that you may not wish to post here to further investigate this issue. Additionally, we can probably assist you much better one on one.

This sticky thread should provide you wish some more info on contacting support. I would attach your Game Advisor report and ArenaNet.log file to the ticket. You can ignore the part about including your GW2 Username and serial code.

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

The issue you reported may be due to the use of more than one keyboard type in Windows. To resolve this, please try the following:

1. Click the “Start” button and select “Control Panel.”

2. Click “Clock, Language, and Region”

3. Click “Change keyboards or other input methods”

4. Click the “Keyboards and Languages” tab and select ’Change Keyboards."

5. Remove any non-use keyboards from the “General” tab and use only an “English (United States) keyboard service.”

Once done, try running Guild Wars 2 again.

Hi SolidRock – That’s good to hear! Hopefully we can get this issue worked out for you as soon as possible so you can get back to playing.

Hi Puma Pompom – You will want to make sure you have your “Documents” folder in its’ default location. So if you have moved it to a different drive, you will encounter this error. If this is not the case, then this could be a permissions based issue and you will either need to launch Gw2setup.exe as an Administrator or try disabling your User Account Control to see if this resolves the issue for you.

Hi Fhane – Thanks for the report. Are you running an SLi setup at the moment? Your DxDiag just shows an NVIDIA GeForce GTX 670 and the crash report you had provided also shows a GTX 550 Ti.

Hi Fhane – Can you please navigate to Documents\Guild Wars 2 and attach the ArenaNet.log file to this thread so we can further investigate this issue?

Hi SolidRock – Are you getting any sort of error message at all when you crash? 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 Stretch,

My apologies for the delay. Have you submitted a support ticket yet? I did not see anything within the Game Advisor report after running Msconfig that would explain the issue that you are experiencing other than possibly your method of connection. Are you able to connect directly to the modem via Ethernet cable?

If this doesn’t resolve the issue for you I would recommend creating a support ticket as there may be some additional diagnostic information we would like to request from you that probably would be best not to be posted here. Once you open a support ticket, please update this thread with your ticket number and we can go from there.

This sticky thread should provide you with some information on contacting Technical Support: https://forum-en.gw2archive.eu/forum/support/tech/How-to-Submit-a-Technical-Support-Ticket-2/first#post3957

Hey guys, I know I’ve said this before but hang tight. This is something that we are still currently looking into as this is something that is difficult to reproduce in order to narrow down conditions that cause severely low FPS, intermittent or sustained. We are unable to diagnose what is wrong with everybody’s PC and in many cases these can be factors that are out of our control (drivers, hardware issues, not meeting the minimum requirements, etc.).

We are still tracking down common driver issues and hardware problems and weeding out the differences between things that are our problem vs. a system related issue.

Again, thanks for your patience and we continue to look into this issue.

Hey guys,

We have collected a very extensive amount of data in regards to this issue and from what we have found, the majority of tickets that have come through support have been connection issues on the player’s end such as high amounts of packet loss and latency spikes seen in network tests provided to us.

There have been some “workarounds” for players that have resolved this issue if their connection is not the case, such as reinstalling Windows, the /clientport 80 command, removing the router, disabling application overlays, running Msconfig, and performing a Winsock reset.

Please keep in mind these workarounds seem to resolve the issue for very few players and in very rare cases. For the most part for any connectivity issues, especially if they’ve been prevalent since launch, I would recommend getting in contact with your ISP as they are the only ones who can make any adjustments to your connection.

My mistake reboot – Kalec is right, you don’t need to add any additional RAM. Not sure how I missed the 8GB – generally players with 32-bit operating systems have less than 4GB. Since you have considerably more, I would absolutely recommend upgrading so you can put some of that RAM to use since 32-bit operating systems only use approximately 3.5 GB.

Hi Akroma – Glad to hear that not using /clientport 80 seems to have resolved the issue for you. I know that a few of the old command lines used during Beta no longer work and I’m wondering if it’s the case for /clientport 80.

Either way let us know if this error message comes back for you.

It does sound likely that this may be an issue with your video card and as Kalec has suggested, I would try to test this by trying a different video card if this is something that you are able to do.

Hi reboot – This looks like the Out of Memory crash faced by players with 32-bit operating systems. This is something that we are currently looking into but have no ETA for a fix at the moment. As other players have suggested, if you are able to, I would recommend upgrading to a 64-bit Operating System and adding some more RAM as well.

If this is not something that you are able to do at this time, I would recommend turning your graphics settings down completely, and if you don’t experience a crash at all, gradually raise the settings a little higher until you reach a configuration that you’re happy with that doesn’t cause you to crash.

Hi lory – If you are running Guild Wars 2 out of a temporary directory this could be your issue here. As XcomCaveRat has stated, you will want to move your Guild Wars 2 installation files out of the temp folder and into a more permanent location such as a folder on your desktop.

Hi Cole – First I would recommend updating your Windows to Service Pack 1. You can do so by clicking the “Start” button and typing in “Windows Update.” Once you’ve selected Windows Update, be sure to download all critical updates for your system.

Next, I would recommend using AMD’s Driver Verification Tool to locate the most recent drivers for your laptop:
http://support.amd.com/us/gpudownload/windows/Pages/radeonmob_win7-64.aspx

Hope this helps!

Hi Wyxz -It looks like we’ve made some changes account side and adjusted the sensitivity of the Guild Wars 2 e-mail authentication system to make it even more secure. The result of this, however, is that some players may be briefly denied access to their account until they approve access from their current network.

If you were denied access when trying to log in, check your e-mail for a notification from support. If you recognize the log-in attempt, follow the link in the e-mail and select “Remember this Network” on the page. You should then be able to log in.

Hi Warda – When you installed Guild Wars 2, where did you save the executable file to? If you are running it out of a temp directory such as your “Downloads” folder this would explain why you are having to re-download the client.

Hi metaphorm – Could you please send us a Game Advisor report so that we can look into why you’re experiencing this issue? Once you have the report you can attach it to the thread by clicking “More posting & formatting options…” You can download the application below:

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

Please note upon clicking the link you will be automatically prompted to download Game Advisor.