Guild Wars 2

As I’ve mentioned previously for anyone experiencing this issue – please submit a technical support ticket so we can assist you one on one.

Hi MrGladiusii,

Unfortunately I can’t see a full traceroute here which makes this difficult to troubleshoot. Have you tried bypassing your router and connecting directly to the modem via Ethernet cable so that you’re able to eliminate both a wireless connection and your router from being the cause of the issue?

Ultimately I’d recommend getting in contact with your ISP to see if there’s anything that they’re able to do for you as this is usually the cause of this particular error.

Hi emery,

It’s definitely possible the two could potentially be related since there are a number of different things that can cause black screen issues. If anything, it could certainly be a contributing factor. That said, I’d look into this so you can be sure that your fan is both working properly and being detected by your CPU.

Aside from this, would you mind sharing what system specs you’re working with (CPU, video card, RAM, OS)?

Hi Gryftor,

From what I can tell it looks like you’re getting Out o Memory errors. While we do have some suggestions for helping players work around this issue, ultimately we need you to understand that this is a limitation of 32-bit Operating Systems and not actually of Guild Wars 2. The main issue here is simply memory limitations inherent in 32-bit Operating Systems. I’m not able to see your total system memory, but due to how 32-bit operating system work, you can only use 3.5GB, which you can likely see if you review your actual memory values. (Available versus Installed) The problem comes in the form of the additional video memory your graphics card has:

This is where it gets a little complex but the short version is that the additional memory can push your total available memory into negative numbers resulting in crashes or simply, “out of memory errors.” Some players have resolved this by upgrading to 64-bit operating systems and others have simply removed physical RAM from the system to bring the memory totals closer to values intended for that revision of Windows (32-bit). Obviously removing RAM from your PC is not an ideal solution but I wanted to give you all the information we have found regarding these issues. You can read more about this issue from Microsoft here: http://support.microsoft.com/kb/929605 but the important part is listed below:

“For example, if you have a video card that has 256 MB of onboard memory, that memory must be mapped within the first 4 GB of address space. If 4 GB of system memory is already installed, part of that address space must be reserved by the graphics memory mapping. Graphics memory mapping overwrites a part of the system memory. These conditions reduce the total amount of system memory that is available to the operating system.”

Because of this, the solution to your issue is simply to give serious consideration to upgrading your operating system to a 64-bit version of Windows. Until you do this, there really isn’t a way around this crash as you are limiting your computers performance by having a 32-bit version of Windows.

Hey there,

So, your CPU may have a Turbo Boost feature which will raise the cores speeds based on load. This is a feature of the CPU model you purchased, marked with the (k) for Intel or the “AMD Black Edition” for AMD. Any CPU’s of these series are able to run faster than intended, automatically, without you doing or changing anything. This can often lead to freezing or crashing in applications that are not expecting this to occur.

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.

Hope this helps!

Hi Cooplex,

Check my response here as it looks like you two have the same issue:

https://forum-en.gw2archive.eu/forum/support/tech/game-crash-7/first#post3609407

Hi Thom,

At this time, I would like to gather some information regarding the way your network connects to the Guild Wars 2 server. To do this, we will use Guild Wars 2 built in diagnostic tool, which I have outlined how to use below:

(Note: If you have not installed Guild Wars 2 yet, you can still use these instructions, just rename “GW2setup.exe” to “GW2.exe” and follow the instructions 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"
7. Your target line should look like this: “C:\Games\Guild Wars 2\Gw2.exe” -diag
8. Click OK to save your changes.
9. Open “Guild Wars 2 Diagnostic” to start the test.
10. Once completed, click “View Results.”

Once opened, locate the section labeled “Tracing network paths” which will look like this:

================ = Tracing network paths ================

Copy this entire section until you reach the next section called “Running DirectX diagnostic,” which will look like this:

================ = Running DirectX diagnostic ================

Once copied, please paste that data into your reply so we can review it.

For anyone experiencing this issue please submit a ticket.

Hi PVPArenaDestroyer,

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 roachsrealm – Could you please share the rest of your system specs (CPU, RAM, OS)?

Additionally, if you’re behind a router, have you tried bypassing it to see if you encounter this issue when connected directly to your modem?

For anyone who is getting this specific error code “42:0:9001” please check to see if you have an application running on your system known as Relevant Knowledge and either disable or remove it. This application has been known to throw this particular error.

I don’t know your network setup, but I’d check to make sure you’ve got all ports necessary to connect to Guild Wars 2 completely open both inbound and outbound. In addition to this, I’d also suggest bypassing your router if you’re behind one, and disabling any security software or firewalls you may have enabled so we can be sure this is not what’s conflicting with the client.

Hi Alessandro,

It looks like you’re getting “Out of Memory” crashes. While we do have some suggestions for helping players work around this issue, ultimately we need you to understand that this is a limitation of 32-bit Operating Systems and not actually of Guild Wars 2. The main issue here is simply memory limitations inherent in 32-bit Operating Systems. I’m not able to see your total system memory, but due to how 32-bit operating system work, you can only use 3.5GB, which you can likely see if you review your actual memory values (available versus Installed). The problem comes in the form of the additional video memory your graphics card has:

This is where it gets a little complex but the short version is that the additional memory can push your total available memory into negative numbers resulting in crashes or simply, “out of memory errors.” Some players have resolved this by upgrading to 64-bit operating systems and others have simply removed physical RAM from the system to bring the memory totals closer to values intended for that revision of Windows (32-bit). Obviously removing RAM from your PC is not an ideal solution but I wanted to give you all the information we have found regarding these issues. You can read more about this issue from Microsoft here: http://support.microsoft.com/kb/929605 but the important part is listed below:

“For example, if you have a video card that has 256 MB of onboard memory, that memory must be mapped within the first 4 GB of address space. If 4 GB of system memory is already installed, part of that address space must be reserved by the graphics memory mapping. Graphics memory mapping overwrites a part of the system memory. These conditions reduce the total amount of system memory that is available to the operating system.”

Because of this, the solution to your issue is simply to give serious consideration to upgrading your operating system to a 64-bit version of Windows. Until you do this, there really isn’t a way around this crash as you are limiting your computers performance by having a 32-bit version of Windows.

Hi Atlas,

At this time, I would like you to try the following steps:

1. Navigate to your Guild Wars 2 folder, which by default would be C:\Program Files(x86)\Guild Wars 2.
2. Move this folder to a new location like C:\Games\Guild Wars 2. The location doesn’t matter specifically, as long as it’s outside of Program Files and Program Files(x86).
3. Navigate to this new location and “Right-click” on “GW2.exe” selecting “Create Shortcut.”
4. Rename this shortcut to “Guild Wars 2 Admin Mode.”
5. “Right-click” on “Guild Wars 2 Admin Mode” and select “Properties.”
6. Click the “Compatibility” tab.
7. Checkmark “Run this program as an Administrator.”
8. Click “Ok.”

Once completed, let’s go ahead and repair the new installation location:

1. Right-click on “GW2.exe” and select “Create Shortcut.”
2. Rename this shortcut to “Guild Wars 2 Repair.”
3. Right-click on this shortcut and select “Properties.”
4. 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”
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 5 again.
6. Right-click “Guild Wars 2 Repair” and select “Run as Administrator.”

Allow the repair to run and once completed, double click on “Guild Wars 2 Admin Mode” to launch the game.

Hi Tamara, glad to hear you managed to resolve the issue! I just wanted to point out that “igdum32.ll” belongs to your Intel Graphics Accelerator Drivers which appears to be the cause of the crash. You’ll want to be sure that your Intel card drivers are up to date as well as make sure your AMD card is what’s being used when you launch Guild Wars 2.

Hi Liher,

You’ll definitely want to report this on this post in the Mac threads, particularly this post:

https://forum-en.gw2archive.eu/forum/support/mac/Gem-Purchase-Redemption-Issues-Merged/page/4#post3387776

Unfortunately this is a known issue that we’re still investigating. No updates for fix yet as we’re still looking into this.

Hi George Steel,

Your system should definitely be able to handle Guild Wars 2 with higher framerates than that. I’d like for you to submit a support ticket and contact us directly so we can further assist you one on one with this problem and hopefully narrow down the cause.

Well I’d check your hardware first: make sure nothing is overheating, PSU is still good, etc. If you’ve got any sort of “factory overclocked hardware” like certain CPU’s will have a Turbo Boost feature or Nvidia Ti cards also have this, you may want to try disabling Turbo Boost and even underclocking the graphics card as both of these features have been known to trigger the black screen issue.

There’s a number of different things that you can try to troubleshoot this issue since there’s a number of different resolutions so we’ll start with this.

Also – wouldn’t hurt to try bypassing your router and connecting directly to your modem if you can. Seems certain routers and Guild Wars 2 don’t get along very well.

Hi DJezy,

Do you have any firewalls or security software enabled at all? That’s the usual culprit for a frozen launcher. Any other troubleshooting steps you want to provide that you’ve tried on your end would be helpful as well!

Hi Tivez – Are you experiencing two different issues here? You are getting the black screen in addition to a PC shutdown? There could be multiple issues here.

Hi pmnt,

Why don’t you send us a support ticket and we can help you out one on one? We might need to request some more info from you and go through a bit of troubleshooting that could get a bit lengthy for a forum thread.

We look forward to hearing from you!

Glad to hear you got it worked out! This is pretty common with a number of different games. More than likely you may simply need to re-add permissions to any security software or Firewalls that you have that you have running to allow the client.

Hey there,

If you’ve got a 32-bit operating system adding more RAM definitely won’t help you here, especially as it wouldn’t all be fully utilized since 32-bit operating systems can only use around 3.5 (ish) GB of your system’s memory. This is where it gets a little complicated, but the short version is that the additional memory can push your total available memory into negative numbers resulting in crashes or simply, “out of memory errors.”

Some players have resolved this by upgrading to a 64-bit operating system. Others simply have removed physical RAM from the system to bring the memory totals closer to values intended for that revision of Windows (32-bit). Obviously removing RAM from your PC is not an ideal solution but I wanted to give you all the information we have learned regarding these issues. You can read more about this issue from Microsoft here: http://support.microsoft.com/kb/929605 The important part is listed below:

“For example, if you have a video card that has 256 MB of onboard memory, that memory must be mapped within the first 4 GB of address space. If 4 GB of system memory is already installed, part of that address space must be reserved by the graphics memory mapping. Graphics memory mapping overwrites a part of the system memory. These conditions reduce the total amount of system memory that is available to the operating system.”

One solution presented by players being affected by this is to change the “Maximum pre-rendered frames” in the Nvidia control panel. To do this:

1. Right-click on your desktop and select “Nvidia Control Panel.”
2. Select "Manage 3D Settings.”
3. Scroll down until you find “Maximum pre-rendered frames” and change it from “Use the 3D application settings” to “1.”

Once completed, click “Apply” to save your changes and try Guild Wars 2 again.

Hi allindal,

Your crash logs are showing us OOM (Out of Memory) crash errors, however, as the person above mentioned already this is an old crash log (last crash on this report appears to be from September) and so I’d really like to collect an updated one from you.

Hi Grabnok The Destroyer, could you attach the full report to the thread? You can find this by doing the following:

1. Hold down the Windows button on the keyboard and hit the R key.
2. Paste in the following line and then click OK.

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

Please locate the “Arenanet.log” (if present) and attach it to the thread by clicking “More posting & formatting options…”

Lastly, when you crash and you get the prompt to send the error report, this is just a bug report that’s sent out our QA and Dev Teams. It does not go to Customer Support and so you won’t get a reply back when these are sent unless you’re contacting support with the report directly.

Hi Guarzog Zogger – what are your in-game temperatures like? Also, in regards to the grey links, as someone else already mentioned, it just means it hasn’t been updated since you last looked at it.

Hi Pityveck,

If you’re on a wireless connection I’d rule that out first and try connecting directly to your modem via Ethernet cable. Aside from this, you could also try the /clientport 80 command which has resolved the issue for some. Beyond this, a proxy service may help, but we generally only like to suggest this to see the difference between your performance on your normal connection, and then one in which you take a different route. Beyond this, I’d recommend creating a support ticket so we can better assist you one on one.

Clientport 80 command:

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.

Hope this helps!

Hi zechsword – As everyone else here has already mentioned, the two cards you’re asking about are workstation cards and not intended for gaming. Technically speaking, they should be fast enough and powerful enough to run the game, however, the issue comes in the form of drivers. Nvidia considers these cards to be a “professional” line of cards designed for the creation of games: Autocad, 3D Studio Max, Maya… etc etc. As such, they have tailored their drivers to be specific to those needs.

They then created a separate series of cards designed to function in gaming. This is the more commonly known “Geforce” series. These cards have drivers tailored to gaming, performance and general everyday use.

Now it is possible to get an Quadro or the FirePro cards to play some games but this is only done through third party drivers that circumvent the intended function of the card to boost gaming performance. There isn’t a driver from Nvidia that does this and if you check on nvidia.com’s own forums, they state these cards are not intended for gaming for this very specific reason.

As Nvidia does not consider these cards to be “gaming cards” most software companies do not run hardware and compatibility checks for them. As such, even a game that was running off this card could suddenly be prevented from playing when a new patch hits as the developers never took into consideration someone would try using this for their game.

tl;dr – Workstation cards do not meet min specs – invest in a laptop with a true graphics card intended for gaming.

Your download speed will depend on a number of things: your network setup and connection method, whether or not you have a number of applications running, or your firewall might be slowing down the download rate by having to check all the data that goes through the Guild Wars 2 client. You might also have to open up the ports Guild Wars 2 uses (80, 443, 6112 and port 6600)to get the fullest speed you can.

^ This was my guess on the issue. I’d try disabling this application first and see if you’re still crashing.

Thanks for posting your resolution! Glad to hear you got this worked out.

Hi durpdurp,

Do you happen to have any security software enabled? This tends to happen a lot after a patch and is pretty common in a number of different games. When you put in an ‘allow’ rule for ‘Gw2.exe’, your security software pays attention to the version / size of those files. So when you patch, and the game files change, your ‘allow’ rules are no longer valid. You would have to remove any firewall/AV rules for both Gw2.exe and re-add them after each patch.

Hey there,

Thanks for the suggestions! I think we’d rather leave it up for the players to decide for themselves whether or not they still wish to purchase and try the game anyway despite not meeting the minimum requirements rather than saying, “No, you cannot play.”

As for my presence on the boards – sorry it’s so late! Unfortunately sometimes posts can get drowned out by others especially if there’s a lot going on at the moment so I don’t always see every thread. Your best bet is usually to submit a technical support ticket if you wish to speak with us one on one. It definitely would not take us a month to get back to you.

Hi zKarp – What sort of troubleshooting have you tried? I’d start with disabling any extra background applications that you may have enabled via Msconfig, ensuring that your video card drivers are up to date, in addition to ensuring that your video card is running at x16 speeds and is in the proper PCI slot on your motherboard. If it is, in some cases you may simply need to reseat the card.

Hi thesnowman,

I would definitely try out the steps provided by StinVec. If those don’t work out for you, you can either post a Game Advisor or DxDiag report to the thread, or you can create a support ticket so that we can assist you one on one. It’s possible we may need to request some more info from you of which you may not want to post on the boards.

Hey guys, glad to hear everything worked out.

Hi J Season – Thanks for the screenshot!

And I want to apologize for how dry a lot of these steps are – generally the Mac issues are a “known issue with a fix” or a “known issue without a fix.” These particular issues, however, can usually be resolved.

I would like you to stop any applications that may automatically start in the background when you turn on your computer. When you remove these applications from the startup list, you may want to note them down so you can manually re-add them in the future if you wish. Doing this will help us determine if another program is interfering with your ability to run Guild Wars 2.

Please perform the following:

1. On the Finder menu bar, click Go > Applications > System Preferences.
2. Under the System header open “Accounts.”
3. Choose your account on the left.
4. Click the “Login Items” button on the right.
5. Select any items in the list and click the minus button below the list one at a time.

Once these are removed please perform the following:

1. On the Finder menu bar, click Go > Computer.
2. Open your Hard Drive.
3. Click System > Library > and Startup Items.
6. Please remove any applications that are listed here.

Once these items are all removed from both locations please restart your computer and try the game again. If the issue persists please let me know.

Hi mikeew,

Glad to hear the issue is resolved. Should it return please keep us updated! If I happen to miss your thread and the issue returns, feel free to poke me by sending me a PM and I’ll jump back in here and we’ll try to get to the bottom of this.

Hi J Season,

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.

Please launch Guild Wars 2 and see if you are able to log in and play without issues.

Hope this helps!

Hi thesnowman,

A full crash report might be a bit more helpful in determining the cause here. You can find the crash report by doing the following:

1. Hold down the Windows button on the keyboard and hit the R key.
2. Paste in the following line and then click OK.

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

Once here, locate the ArenaNet.log file and attach it to the thread by clicking “More posting & formatting options…”

Hi Morbridae – The installation will not complete due to the fact that your graphics card does not meet the minimum requirements and your CPU is borderline. You’ll want to make sure that you are playing on a system that meets all of the minimum requirements in order to successfully install the game.

Hi Thagan – Mobile connections are not supported for Guild Wars 2 due to their instability. Unfortunately there isn’t anything that we could do for you to prevent this issue from happening.

Hi Riiko,

Glad to hear this issue has been resolved.

Keep us updated if it happens again.

Hi there,

Please refer to this thread in regards to skill delay:

https://forum-en.gw2archive.eu/forum/game/gw2/Official-state-of-skill-lag-and-server-optimizations/first

Hi Dreary Yew,

First, what program are you using, if any, to underclock your GPU? This does sound to be more of a hardware based issue since you say this happens in multiple games. Since I don’t have your exact laptop model number, I can’t say whether or not you have Optimus but I’d check to see if this tutorial helps to ensure you’re actually using the Nvidia card.

That being said, I’d like for you to submit a support ticket so we can
gather some more info from you and try to narrow down the cause of the issue here.

I was just about to jump in this thread and say it’s possible it’s a driver based issue after looking at the crash log but it looks like the issue is already resolved! Glad to hear you got it worked out.

Hi SpellOfIniquity – What kind of system specs are you working with? There’s a couple of things we could probably suggest for you to tweak to see if you have a performance increase but if you’re barely hitting min specs you might see some lower numbers of course. Single digits though is a bit troubling so I’d like to see if there’s anything that we could do for you here. As I’m sure you’ve seen WvW can run your system pretty hard and even players with beastly PC’s will see numbers plummet a little unfortunately.

Hi MrHayler – There’s not enough info to go off of for speculation so I’d like to collect some diagnostic info from you. Specifically, I’d like to collect a Game Advisor report. The sticky thread below should detail how to run Game Advisor and generate the report. You can attach it to the thread by clicking “More posting & formatting options…”

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

Hm… looks like this issue has been popping up a lot more recently. Would you two mind sending in a support ticket so we can gather some more info?

http://help.ncsoft.com/hc/en-us/requests

Hi skaruz – Are you overclocking any of your hardware at all? I’ve seen this issue tied to the GPU and I’ve mostly seen this issue with SLI configurations or drivers.