Guild Wars 2

Hey there,

I’d advise starting with a clean installation of your video card drivers since the fault module “nvd3dum.dll” does point to video card drivers. You may also want to consider updating your motherboard drivers as well.

Hi there,

Unfortunately I wasn’t able to see past your router on the traceroutes in the Game Advisor report as they may be blocked by your ISP. To start though, I’d recommend bypassing your router and connecting directly to your modem first.

Next, I’d also advise trying the Windows command MSCONFIG (be sure you select “Hide all Microsoft Services” as this is imperative to doing this correctly) as you have quite a few applications running in the background and it’s best to rule out conflicting apps from the get go.

Beyond this, I’d advise creating a support ticket so we can gather some more information from you in order to better narrow down the cause of this issue.

Hello Kazren,

What sort of system specs are you working with and what sort of troubleshooting have you already tried?

Hi Undrhil,

This sounds to me that either your system does not meet the minimum requirements, or may be simply missing video card drivers. What kind of hardware are you working with?

This is not a known issue. There’s a number of different reasons why you may be crashing and so in order for us to better assist you one on one, I highly recommend creating a support ticket in regards to this issue.

Hi Inferno Bartron,

More than likely the issue is with your ISP as you’ve guessed since this issue only started occurring after your move, but it definitely wouldn’t hurt to get in contact with them to see if there’s anything that they could do for you.

Beyond this, if your ISP is not willing to help you out or doesn’t think there’s an issue on their end, you could always try a VPN as this alters the route your connection takes to reach the game servers, and it may help. Obviously it’s not the most ideal solution though I highly encourage you to get in contact with your ISP.

If you create a shortcut to Guild Wars 2, right-click the shortcut and select “Properties,” if you add the “-diag” (without the quotes) to the end of the Target line, you should be able to generate a network diagnostic report upon starting the client. This report should give you a couple of traceroutes which should show you a couple of traceroutes and that should show you where you’re getting packet loss in your connection, if any.

For those of you guys getting this error, please try the following:

1. MSCONFIG

2. Google DNS

3. Router bypass

Beyond this, as mentioned previously, please submit a support ticket. If you would like to know the steps for using the Google Public DNS or Msconfig, please let me know (along with your OS!).

Hi Hyacithe,

What specs are you working with? Specifically, CPU, GPU, RAM, and OS version?

In addition to this, I would like for you to delete the Guild Wars 2 folder located within your Users library folder. You can do this by following the instructions below:

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
5 Move the entire Guild Wars 2 folder to the trash and then empty the trash.

The next time you launch Guild Wars 2 it will create a new version of the folder that you deleted.

Hope this helps!

Hi there!

I would like you to try a command line argument we have seen resolve this type of issue.

Please go to your shortcut for Guild Wars 2 and right click it and choose properties.

In the line that says Target, add a space at the end of whats there and then -prefreset

It should look something like this: “C:\Games\Guild Wars 2\Gw2.exe” -prefreset

Click apply and then ok.

Once the above is done, try launching the game and logging into the character you are having issues with. If this resolves the issue, go back into your shortcut again and remove the -prefreset line.

Hope this helps!

Hi Flash,

Most laptops with a discrete and an onboard graphics card will usually show the Intel card in the DxDiag first. However, if you scroll down to where it says “System Devices” in the DxDiag you should see the Nvidia card listed. This does not mean that the client is not using your Nvidia card, and so is there some other reason why you think your Nvidia card isn’t being used?

Tyrian,

As I mentioned previously – in order for us to work with you one on one in regards to this issue, please submit a support ticket.

Hi Squeeberry,

I took a look at your net diag report and it looks like all your ports may be blocked:

================ = Checking server connectivity ================
Section completed in 0.00 seconds

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

Section completed in 2.20 seconds

assetcdn.101.ArenaNetworks.com.
119.31.252.2:80 – connect failed
119.31.252.4:80 – connect failed

Section completed in 1.81 seconds

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

Section completed in 1.94 seconds

auth2.101.ArenaNetworks.com.
206.127.159.108:6112 – connect failed
206.127.146.73:6112 – connect failed
206.127.159.77:6112 – connect failed
206.127.159.109:6112 – connect failed
206.127.146.74:6112 – connect failed
206.127.159.107:6112 – connect failed

Section completed in 1.59 seconds

cligate.101.NCPlatform.net.
64.25.47.119:6112 – connect failed
64.25.47.120:6112 – connect failed
64.25.47.117:6112 – connect failed
64.25.47.116:6112 – connect failed
64.25.47.122:6112 – connect failed
64.25.47.121:6112 – connect failed
64.25.47.118:6112 – connect failed

Section completed in 1.36 seconds

Guild Wars 2 requires TCP ports 80, 443, 6112 and port 6600 be fully unrestricted and accessible, both inbound and outbound. If you are connecting to Guild Wars 2 while on a campus, military, or business network, please check with your network’s administrator to verify that these ports are fully opened and unrestricted. If you are on a home Local Area Network (LAN), you will want to make sure that your network’s hardware is configured properly.

You should be able to find out information about your router by reviewing your owner’s manual or by visiting the manufacturer’s website. Here are website links for several network hardware manufacturers:

D-Link®: http://support.dlink.com/
Linksys®: http://www.linksysbycisco.com/US/en/support
NETGEAR®: http://kb.netgear.com/app/home
Belkin®: http://www.belkin.com/support/

For further information about opening ports or port forwarding, you can visit the following website: http://www.portforward.com/ Note: This site is not affiliated with or supported by NCSOFT or ArenaNet.

That’s a bit odd the launcher would make your fan go a bit nuts but I’d also like for you to submit a support ticket so we can work with you one on one. You should receive a reply from us fairly quickly if you send one in now.

Hi Mikori,

I’d like for you to submit a support ticket so we can work with you on this issue. Generally this issue is resolved through the troubleshooting steps that you’ve already tried, and so we may need to request some information from you in order to further investigate this error.

Hey there – since you said you reinstalled Windows, did you also reinstall all of the drivers for your system as well? It’s possible that you may simply be missing video card drivers which would prevent you from installing the client.

If that’s not the case, could you please post your system specs? Specifically the following:

CPU
GPU
RAM

Hello Aya,

First, I’d try the following:

1. Locate the file “GW2.exe” and right-click it, selecting “Create Shortcut.”

2. Rename this shortcut to “Guild Wars 2 Port Test.”

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

4. 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”

5. 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 4 again.

6. Double click “Guild Wars 2 Port Test” and try connecting again.

Hi Haker,

It looks like we got back to you on a response today. I want to apologize for the delay but please be assured that the issue is still being looked into.

Afrowizard,

Your diag report shows sporadic packet loss across multiple hops leading up to the game servers. That said, as the packet loss is happening prior to reaching the game servers you will need to get in contact with your ISP.

As much as we want to help resolve this issue for you, we simply do not have any control over this type of problem. At best, we have limited control over the data once it reaches the Guild Wars 2 servers. The problem is that this packet loss is happening prior to that event. As such, we simply have no direct or even indirect control over that data and how it’s transferred. That’s the sole responsibility of your ISP, which is why you are paying for that service.

I also want to point out that if you are able to connect to the game through VPN, this means that the issue lies with the route that your connection takes to reach the game servers. Again, this would point directly to your ISP.

This is not to make sweeping generalizations for everyone reporting connection based issues especially as these threads often consist of a number of different issues, each having its own set of variables.

For anyone having connection based issues of any kind, the best thing to do would be to submit a support ticket so we can look into it.

For any of you receiving this error please submit a ticket. As it stands, I’m not currently seeing anything that would indicate that this is an issue on our end and so in order to further investigate this issue, we’ll need to collect some more information from you guys. If this is in fact an issue on our end, I can then forward this information to the appropriate departments to look into getting this fixed.

Hey there,

I’d start with updating your video card drivers. I know it’s a pretty basic first step, but I’m not sure what else you’ve tried in regards to troubleshooting and that’s always a good place to start.

What’s the rest of your setup look like? CPU? RAM?

I’m curious if you have the Gw2.exe in your temp folder by accident. The easiest way to resolve this issue is to pull the executable out of the temp drive and place it on your C drive. You can do this by following the steps below:

1. Hold down the Windows button on the keyboard and hit the “R” key.
2. Paste in the following line: C:\users\%username%\AppData\Local\Temp
3. Click “OK.”
4. Find Gw2.exe and right-click on the file and select “Cut.”
5. Go to your C drive and into the Games folder. If there is no Games folder, create one.
6. In the Games folder, create a folder called “Guild Wars 2” and open that folder.
7. In the Guild Wars 2 folder, right-click and select “Paste."
8. 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

For any of you having character specific crashes please submit a support ticket so we can assist you with this issue. In the meantime, please try the following:

Please go to your shortcut for Guild Wars 2 and right click it and choose properties.

In the line that says Target, add a space at the end of whats there and then -prefreset

It should look something like this: “C:\Games\Guild Wars 2\Gw2.exe” -prefreset

Click apply and then ok.

Once the above is done, try launching the game and logging into the character you are having issues with. If this resolves the issue, go back into your shortcut again and remove the -prefreset line.

Beyond this, there really isn’t any troubleshooting that we could suggest to resolve this issue as it’s not an issue with your system as it’s only affecting one character.

Hi there,

Since you’re getting so many different errors I’d rather you contact us directly by submitting a support ticket since we may need to request some information from you in order to further investigate this issue.

If you do submit a support ticket, please let us know what steps you’ve already tried so we’re not running you through things that you’ve already done.

Hey Tyrian,

Have you tried playing in Windowed mode to see if you still get this issue? Beyond this, I highly encourage you to submit a support ticket so we can work with you one on one. You should get a response fairly quickly.

So there’s the issue. Again, even though you were able to play previously, there was never any guarantee that it would continue to work which is why these cards are not supported. Please understand that the minimum requirements are not a guideline. They’re the lowest system specifications in which the game will run.

I am truly sorry for any inconvenience this may cause but unfortunately there isn’t a way to force the client to install if it’s failing due to the hardware. If anything, try updating your GPU drivers as this MAY help but beyond this there isn’t anything else I could suggest for you.

Hi Calicoe,

This sounds to me that either your system doesn’t meet the minimum requirements or that you may simply be missing video card drivers. What sort of hardware are you working with?

Hi there,

What sort of video card are you playing with?

From what I can tell already your processor does not meet the minimum requirements and your RAM is right at the bare minimum which can affect whether or not you can install the game. While some systems that do not meet the minimum requirements are able to handle Guild Wars 2, this depends entirely on your hardware and how below the minimum requirements you are.

Please understand that even though you were able to play previously, as your hardware does not meet the minimum requirements that does not mean you wouldn’t eventually encounter issues down the road.

Hey there,

Does the install crash out on you or is the installed just stuck after about 10mb? There shouldn’t be any issues with your card, and the drivers are a couple of months old but that shouldn’t impact your installation.

There’s a number of different things that could be causing this issue – if you’re getting this while waiting for e-mail authentication, that’s an account based issue and you will need to submit a ticket.

For everyone else, I’d suggest checking to make sure all TCP ports necessary to play Guild Wars 2 are all open both inbound and outbound.

Also be sure that you do not have any security software or firewalls enabled that could be preventing you from logging in.

Lastly, I’d recommend adding the /clientport 80 command to the end of the target line of your shortcut to the client.

Hope this helps!

First, check and see if you have an application running called Relevant Knowledge on your system and disable or remove this.

Aside from that, you could also try the following:

1. Locate the file “GW2.exe” and right-click it, selecting “Create Shortcut.”
2. Rename this shortcut to “Guild Wars 2 Port Test.”
3. Right-click on this shortcut and select “Properties.”
4. 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”
5. 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 4 again.
6. Double click “Guild Wars 2 Port Test” and try connecting again.

This should change the way that Guild Wars 2 connects on your network. In short, this will force all inbound and outbound data to use port 80. Since port 80 is a very common port, it usually has the least amount of issues with transmission data.

It’s possible that have a valid installation of Direct X. This could be due to corruption or you may just not have it installed. Either way we should update this.

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)

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.

Hope this helps!

Hey there,

I know this sounds like an obvious step – but have you tried updating your video card drivers?

Also – would you mind sharing the specs of your system? Preferably the following:

CPU
GPU
OS
RAM

Hi there,

Have you tried the steps in our Knowledge Base articles to see if they could be of some help? There’s two I think you should check out:

https://help.guildwars2.com/entries/27698133-Connectivity

https://help.guildwars2.com/entries/27698053-Optimization-Performance

I would start with updating your video card drivers and MSCONFIG. The links will direct you how to do both.

Awesome. You’re very welcome!

For anyone experiencing these issues please submit a support ticket.

It would depend on when you originally installed the client as to whether or not it would show up in your installed programs list (such as if you’ve had the same client since Beta). All you need to do is delete the game files and you should be good to go.

Hey there,

Could you please post your system specs? Specifically:

OS
CPU
GPU
RAM

Hey guys,

If you’re getting this error double-check to check and see if you have any security software or firewalls enabled to see if they might be blocking the client.

For any of you getting this error code, could you please post your system specs (CPU, RAM, GPU, OS)? Also, does this happen when you just click the names of the dungeons or when you click to join a group?

In the meantime, I’d also advise sending in a support ticket as well.

Hey there!

I’d like for you to try disabling Turbo Boost as this has been known to cause crash issues. Since this situation simulates over-clocking, I’d still like to try to disable this, and for that I have included some instructions for a work around below:

1. Go into Power options (Control panel → Hardware and Sound → Power Options) and click “Change plan settings” near your plan
2. Then click on “Change advanced power settings.”
3. Scroll down to “Processor power management” and expand it.
4. Expand “Maximum processor state” and modify the setting to 99%. Be sure to also set the minimum processor state to something below the maximum. I recommend 5%.
5. Then simply click “Apply” and “OK.”

After this has been done try launching the game again. When you do, the turbo boost feature should refrain from kicking in and that may resolve the issue you’ve been experiencing.

Hi there,

I really need more information to go off of than this. Generally tickets are answered in the order that they are received and if we’re particularly backed up then your response may take a bit longer.

If you could provide me with your ticket number I can at least see if a ticket was successfully created and whether or not it’s with the appropriate department.

Hi Gygsi,

First, I’d check to make sure all necessary TCP ports for Guild Wars 2 are totally open and accessible both inbound and outbound. If that doesn’t work, try looking for an application on your system called “Relevant Knowledge” and disable or remove it. This application has been known to cause this specific error.

Hey there,

The first thing I would like you to do is update the Root Certs on your computer by following the steps below:

1. Close out of Guild Wars 2 if you have it running.
-Hold down the Windows button on the keyboard and hit the R key.
-Paste in the following line and then click OK.

C:\Users\%username%\AppData\Roaming\Guild Wars 2

Delete the local.dat file located here.

2. Download the program from the link below:
http://download.windowsupdate.com/msdownload/update/v3/static/trustedr/en/rootsupd.exe

3. Run the program. You will probably have to click `run’ or `allow’ a couple times, but after that, nothing will appear.
If you run the program and nothing happends that’s ok, it is as it should be.

4. Reboot your computer.
5. Open the Game Client and try to access the trading post.
If you are still having issues, I would like you to delete the temporary cache for Guild Wars 2.

To do this:

1. In Windows, press the “Start” button and locate the “Search programs and files” bar at the bottom of the start menu.
2. Type in temp exactly as shown. (With the precent signs)
3. Press “Enter” and a new window should appear with the location of “C:\Users\YOURUSERNAME\AppData\Local\Temp”
4. Locate the folder labeled “gw2cache-{RANDOM NUMBERS} and delete it.
After doing this, please try running Guild Wars 2 again.

Hope this helps!

Hi there,

That would be an in-game issue and not a technical issue. Technical Support issues are for computer hardware related issues.

Hi Tyrian,

Do you happen to have updated crash logs? You had said that this is a brand new computer you’re playing on but one, we’re seeing the AMD card in the logs, and two, the logs that you did provide are pretty outdated:

—> Crash <—
Exception: c0000005
Memory at address 137480c9 could not be written
App: Gw2.exe
Pid: 1080
Cmdline:
BaseAddr: 00400000
ProgramId: 101
Build: 17121
When: 2013-03-17T12:08:28Z
Uptime: 0 days 0:47:59
Flags: 0

Specifically, you can see the latest date on the report is from March 17th, 2013 (the most recent crash errors are at the bottom).

Be sure you’re looking in the following location for the crash logs so we can have the most up to date information regarding your system otherwise you’re going to get troubleshooting steps irrelevant to your issue:

1. Hold down the Windows button on the keyboard and hit the R key.
2. Paste in the following line: C:\Users\%username%\AppData\Roaming\Guild Wars 2
3. Click “OK.”

Once here you just need to locate the ArenaNet.log file.

Hi there,

Are you behind a router at all? If so, have you tried simply bypassing the router and connecting directly to your modem via Ethernet cable? If you’ve got a modem/router combo, you might want to try disabling your SPI Firewall.

Hope this helps!

Hey there,

This is a known issue that I can only advise submitting a bug report about or posting on the bug forums. We don’t have an ETA for a fix, but I can only advise playing with the “Normal” UI for the time being.

Sorry about that!

Hi sly nightmare,

What sort of system specs are you working with? Specifically, CPU, GPU, RAM, and OS. Once we know what kind of hardware you’ve got, it’ll be easier to provide you with a few suggestions.

I would like you to try a command line argument we have seen resolve this type of issue.

Please go to your shortcut for Guild Wars 2 and right click it and choose properties.

In the line that says Target, add a space at the end of whats there and then -prefreset

It should look something like this: “C:\Games\Guild Wars 2\Gw2.exe” -prefreset

Click apply and then ok.

Once the above is done, try launching the game and logging into the character you are having issues with. If this resolves the issue, go back into your shortcut again and remove the -prefreset line.

Hope this helps!

Hi kiwipearls,

I’d check out the info in this thread since it looks like you two are experiencing the same issue judging from your crash report:

https://forum-en.gw2archive.eu/forum/support/tech/Game-Crash-every-few-minutes/first#post3621424