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Guild Hall Arena broken

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Assuming all goes well with testing, we should have a fix for this in the next patch.

Invul Walls

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Ok, thanks for the update guys. I’ll let you know when I find out more.

[BUG] Guild Ballista recipe does not exist. [Merged]

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Thanks for the reports, everyone. We have identified the problem and are working on a fix. No need to change guild halls (unless you want to of course).

Invul Walls

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Thanks for copying over the patch note, briggah! Everyone, please let us know if you continue to see this issue in EBG.

Preserved Queen Bee

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We’re looking into both the account binding and the persistent winter weather effects. We’ll let you know when we have more info. Thanks for reporting this! I may be contacting some of you individually to gather more information.

Shared Inventory Slot Feedback [merged]

in Guild Wars 2 Discussion

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However, when I browse through the options for creating a support ticket, I only see the option to get game/gem purchases refunded. However, what players like the OP or me are looking for is getting gems refunded.

There was a similar issue with the introduction of the wardrobe and back then some GM posted instructions on what exactly has to be selected when creating the support ticket. Unfortunately, I cannot find that old post anymore.

Any pointers on what options to best pick in order to get this right? Thank you

Really you can select anything on the ticket form and your ticket will get to the right person eventually. In this case, I would suggest “In-game Issue” and then “Trading Post/Gem Store problem.”

As for refunds: if you’ve had these account-bound items for ages, we won’t be doing refunds because you’ve already derived substantial benefit. If, however, you bought them more recently, we’re doing refunds on a case-by-case basis.

QA Testing

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I just wanted to let you know that this IS being worked on. We don’t have a fix yet, but we’re working on it.

Guild Hall Arena Decorations Bugged [Merged]

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We are working on this and will let you know when we’re close to a fix. We’ll contact you directly if we need your help gathering more data. Thanks!

Dungeon Achievement Bugged

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I just wanted to let you guys know that your bug reports were indeed received, and we’re working on it.

Banned?:(

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What about those players, like myself that have not been credited with a variety of map completions including Verdant Brink.. I thought there were reward items that could in turn block progress – what is happening about this bug???

I’m sorry, I don’t know about that. Could you kindly submit a ticket, since this is a different issue than the one covered in this thread? I believe that the Customer Support Team will be able to answer your question.

I can answer this one! It was addressed in another thread. There is indeed a different issue that is preventing people from getting map completion rewards. With this issue, your progress isn’t reset – you still have the map explored, you just don’t get a reward when you finish. We’re aiming to have it fixed in the next patch, so just go back to those maps next Tuesday to get your goodies. If for whatever reason the fix doesn’t make it in, we’ll keep you posted.

Client crashing during downloads

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I just posted a new help article on our Support site that you may find useful for testing and potentially fixing your problem.

Raid team introductions?

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Are we going to need to unlock gliding to access or complete the raid beta?

Later encounters will require gliding, but the one you’ll see in the Beta doesn’t.

Another thing I’d like to add that I’ve really enjoyed – getting better at playing my character. I’d never really done a deep dive into different builds before, and it was fun to play around with the different ways to optimize. I hope raids will provide motive and opportunity for more casual players to explore some of those intricacies and find a new way to enjoy the depth of this game.

Raid team introductions?

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What’s your name?

  • I’ll never tell!

What do you do at ArenaNet? (Descriptions of the work you do are preferred over just a job title!)

  • I work in Customer Support doing a bunch of back-end stuff. I’m the one that makes sure your tickets get to the GMs and their replies get to you. I also handle the support website and various other Support-related stuffs.

What has been your involvement with Raids?

  • Cannon fodder! I’m on one of the 10-person test teams. We raid together for a few hours every day and wipe constantly. It’s great!

What feature of Raids are you most excited about? (Obviously just the bits you’re authorized to talk about!)

  • Getting to raid again (I ran a casual raiding guild in WoW and miss the comraderie that comes with constant wiping and fleeting triumph). Other than that, I was really wowed by Tirzah’s beautiful environments. “Tongue boss” and the area leading up to him are my favorite.

What’s a funny story about something that’s happened to you or your party while play-testing Raids? (Obviously no spoilers!)
A few of my favorites:

  • Watching Chris Cleary break things and send the devs into a flurry
  • Learning fun little ways to die like “butt cleave,” “rock boss,” and glider fails
  • Being dynamic (this is our raid leader’s term for recovering from horrible mistakes)

What was your favorite encounter from the existing dungeon/fotm content? Why?

  • Probably the kitty golems, because they are highly amusing. MEOW!

Anything else you feel like sharing!

  • I know that it’s impossible to please everyone with raids, but I hope the countless hours that literally hundreds of people have put in to this project will shine through and make it a great experience. Remember that what you see in the Beta isn’t finished, and what you see at launch will also be tweaked going forward. And above all else, embrace the wipe.

Connection error(s) detected. Retrying...

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I’ve added Chris’s instructions, along with some other troubleshooting steps, to an article in our knowledge base. Thanks Chris!

Can not buy gems and can not send ticket!

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Could you give me some more info on what happens when you try to submit a ticket? If you could provide the specific error message, that would be helpful. Alternatively, you could try using a different web browser to see if that helps.

Latency/Lag for EU Players? [merged]

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@Folks in NA: I haven’t forgotten about you, but meetings and other scheduling conflicts have kept me from getting as much info from other teams as I’d like. I’ll get in touch with them on Monday and start a new thread for y’all once I know what data they need.

Problem with CS

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@vpchelko: I apologize. The message you got was due to an error in our system (not a lack of desire to communicate with you). It happened because your original ticket was closed after an agent replied on Sunday and we didn’t hear back for a few days. The next time you emailed us it counted as a new ticket. I’ve made some changes in the system to keep this from happening again – thank you for letting us know about it!

As for your ticket, the advice the agent gave on Sunday was correct. We did get the additional information you submitted and have passed it on to the appropriate people. If you didn’t get the response on Sunday, you may need to check your email settings to make sure our responses aren’t getting deleted.

Just to let everyone know, the reason we ask people to contact us through the web form rather than email is that the form captures a lot of information that email can’t, which lets us do things like verify account ownership, narrow down your issue, and provide faster service.

Latency/Lag for EU Players? [merged]

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GM Awesomeness (I lolled when I scrolled up just now to make sure I got your name right), I’m having lots of connection issues the last few days but not in EU. Should I send you a report with this subject line or use a different one?

I’ll ask the folks working on this project and get back to you tomorrow.

Latency/Lag for EU Players? [merged]

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First, some specific responses. Skip to the bold section at the bottom for instructions on how to send us a different kind of data that we’re hoping will help us find more answers.

I did this and the GMs insist I should use the website to send a support request, even after I mentioned it was you who said to email directly, and linked to your forum post, and that there’s no way to send attachments through your website. What do I do? I’m obviously not sending a support request, just sending you the attachments you asked us to send.

We had an error for a little while where people were getting an auto-response saying this. It should be resolved now, though, as long as you use the subject line “EU latency issue.” If you give me your ticket number I would be happy to look into your specific case.

I am now convinced that there are actually two issues: A network lag problem and a server lag problem. This would explain why no proper results seem to have emerged, despite there being an absurdly huge amount of trace/ping/whatever logs available: Everyone assumes one problem and, unsurprisingly, gets contradictory results (including me, hence my twice revised theory), because there are really two.

However, I still believe (cf. lack of correlation between latency and lag, mentioned above) that server lag is the far greater of the two issues. So I have to ask: Did anyone at ArenaNet/NCSoft actually conduct any tests to rule out my bold (though well-founded) claim that the servers are running out of resources?

I can confirm that we are indeed investigating both possibilities. At this point, the vast majority of the issues do seem to be coming from degraded connections between users and our servers. However, we are still trying to do everything we can to find and eliminate any server-side problems.

I talked to a lot people from germany and in most cases it was Telekom or another company that uses the Telekom cables/lines, for example 1&1.

That would be because, despite everyone seemingly disputing this fact, Telekom is the only real ISP in Germany. Everyone else ultimately uses their stuff. (Bla, bla, cue everyone screaming “Not so!” etc. etc.) So essentially, Germans have it bad, period.

DT is one of the providers we’re working with right now. You are correct that even if DT is not the direct provider, data in Germany will often cross through DT’s networks.

We’d like to get some more network data that will help us track down the problems people are having. If you’d like to help, please do the following:

1. Download and install the standard version of Ping Plotter here
(there is a trial period for the Standard version but you will not be obligated to make a purchase).
2. Log in to Guild Wars 2 and type in /IP in the chat box. Doing so will display the IP address of the server to which you currently are connected.
3. Run Ping Plotter and put the IP address from step 2 in the “Address to Trace” section in Ping Plotter. Make sure you leave off the “:0” at the end or the test will not be able to be run correctly.
4. Click “Trace” and allow the tool to run for at least 30 minutes while playing Guild Wars 2 (preferably during the timeframe in which you experience this issue). Also, please keep the trace running for a minimum of 30 minutes, even if you get disconnected from the server.
5. Once you have run the trace for at least 30 minutes, click on “Stop” then “File” -> then “Save Sample Set” and save the file to your computer. Please be sure to save it in a location that will be easy to find, such as your desktop.
6. Send an email to support@guildwars2.com with subject line “EU latency issue” and attach the file from step 5.

Thanks again for all your patience and help with this!

Latency/Lag for EU Players? [merged]

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I just wanted to let you guys know we haven’t forgotten about this issue.

We have several teams working on improving the things we have control over, and we’re collecting data to figure out which external network factors are contributing to the problem. While we can’t directly fix the latter, we hope that with your help we can gather enough information to work with ISPs to reduce the packet loss that’s happening between your computers and our servers. We’ve already started working with some of them, and appreciate whatever patience you can muster while we try to get the game playable again for you.

I’m waiting to hear back from a couple colleagues regarding our next steps. When I do, I’ll update this thread with more information on the status of the problems and anything else you guys can do to help us get this solved. Thanks again.

New windowsphone authenticator not available!

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Bumping to let y’all know the link has been updated. Thanks to everyone who pointed out the problem and helped us test!

Still can't get Authentication emails

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Inculpatus cedo is correct – you can avoid email auth by adding mobile auth. Details on that can be found here.

Also, if your wife submits a Support ticket, we can definitely make sure everything is clear on our end. Reporting our emails as spam will cause future emails to be blocked by our system, but it’s a block we can clear upon request.

Friend's Account Blocked

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Just bumping this thread to note that the bug with the display of suspension reasons and times should now be resolved. If you’re still having any issues with it, feel free to PM me or submit a Support ticket.

Friend's Account Blocked

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Did your friends ban message say a time frame of the ban? My friend’s didn’t and I’ve been reading that its some kind of bug. It’s been almost a week now and nothings been done. I think that most people would like to know why they were ban but it seems rarely do they say the reason, which is kind of ridiculous as you can’t fix what you don’t know. There definitely needs to be more transparency with these procedures.

This is indeed a bug, and fix is currently in the works. Once it’s implemented, there will be more specific ban reasons as well as a duration listed. We’ll let you know once it’s done.

New windowsphone authenticator not available!

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Thanks for the confirmation, Smokey. Our web team is working on getting everything tested and getting the link updated. Thanks to Ridik for letting us know about the problem, too!

New windowsphone authenticator not available!

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I just took a look and I couldn’t find the Google Authenticator for Windows phones – it seems to be discontinued. However, I did find this, which is “designed to be a replacement for Google Authenticator.” Note that ArenaNet does not officially endorse this app, and I can’t guarantee it will work with our game, but if you do try it please let me know if it works!

E mail authentication removed?

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Good suggestion! I’ll get in touch with the web team about it.

account blocked cant use forums

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Totally agreed. It has the red * but it’s not noticeable enough.

E mail authentication removed?

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Aenaos.8160: we’ll address your email authentication problems in your ticket, but I wanted to ask if you’ve looked at the info here on how to set up the mobile auth, specifically this part:

“If you get an error message after step 4, please check to make sure the time and date on your computer and mobile device are accurate, and try again. If you have any other problems setting up the mobile authenticator, please file a ticket and our Support team will get back to you as soon as possible to help.”

If your time and date are correct and match, and the site will still not accept your mobile auth code, please mention it in your ticket so we can figure out what the problem is. Thanks!

account blocked cant use forums

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Only the fields marked with a red * are required. You may be missing the “Specific Issue” field, or you may be using a browser that’s having trouble displaying the form correctly. Here’s a screenshot to help you out (this is what it looks like in Firefox).

Attachments:

Bot Hot Spots

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Hey guys. Thanks for the heads up on this problem. I just wanted to let you know that we are aware of it, investigating, and have already banned a bunch of accounts (I don’t know the exact number, but I know Chris Cleary has been very busy with this lately). Please keep letting us know when you see suspicious activity!

problem with authentication!

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In addition to the sticky Inculpatus cedo referenced, you may also want to check out this article in our Knowledge Base.

Missing armor skins?

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These items come with one free application (which is done with the item itself, rather than through the Wardrobe screen). After that, you need transmutation charges. In addition to the Gem Store, you can also get the charges through various in-game reward systems (see the wiki for more info).

Forum and Game passwords should be different

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Runeblade, thank you for your suggestion. I am not the person who gets to decide such things, but I wanted to let you know your suggestion has been seen (both by me and the decider-types). I also wanted to comment on a few things that came up in this thread.

Re: the cost to ANet of supporting multiple passwords
Having a secondary password for forums account would indeed increase our support costs. It wouldn’t be double, since a lot of players don’t use the forums, but password problems are one of our biggest ticket drivers and this would definitely cause us to get more tickets of that type.

Re: other security solutions
If you don’t mind sharing, I would love to know what part of the authenticator set-up process is giving you trouble. We want as many people to use mobile auth as possible, since it’s the best way to secure your account, so I want to make sure the instructions are crystal clear. If you have any suggestions on how to improve them, please let me know!

Re: advice on account security
There’s a lot of really good stuff in this thread. I agree with the other posters who recommend against logging in from sketchy networks/computers, especially if you don’t have mobile auth enabled or a way to check your email on a secure connection and device. Further, make sure your email account password is different from the one you use for the game.

Legitimate Purchase Refused

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Fitz: thanks for your feedback about the support site. I think the problem you’re having is that you’re looking at the knowledge base articles, rather than the ticket submission page. To contact the Support team, use the link Astral Projections provided (or click “Submit a request” in the top right corner of the Support site. On the ticket submission page you should see the options Astral described. Hope this helps!

Guild Wars Account Be Shut Down Inform

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^ Good advice. Thanks Southern!

Account Hacked Characters Deleted

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My major concern is that my characters wont be able to be recovered after all the time and money I invested on them.

We are almost always able to restore accounts in the event of a compromise. Check out this article for more info.

Password reset link expires instantly

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Epic, without a ticket number, there’s not a whole lot we can do for you via the forums. We are, however, still working on the issue. If you (or your girlfriend) are missing emails you expected to receive, you are right to be worried about email compromise. Please check out the articles on our support site about security to protect yourself.

I also specifically recommend setting up the mobile authenticator for your account, and for your girlfriend to do the same once she’s able to log in. Using mobile auth is more convenient than email auth (since you don’t have to worry about getting emails or having the links work) and more secure (since even if your email account is compromised, no one can get into your GW2 account without the mobile code).