Guild Wars 2

ShiningSquirrel.3751:

pyxell.4907:

I am unable to access my guild bank in Lion’s Arch. I belong to two other guilds and am able to access those banks in LA but not my own. I can only access it in Divinity’s Reach. I have sent a bug report and three days later filed a tech support issue for which there has been no response again…and today filed another report after ANOTHER three days. I am getting very frustrated with this whole support process which is BROKEN in my opinion. Please help.

Opening multiple tickets will slow down your response, and the more you open the slower the response will be. If you have not received a response after 3 days, you need to post your original ticket # in the 3 days or older thread for review. Opening another ticket instead will accomplish nothing but stop you from getting an answer.

^ This. But keep in mind, this may be a very rare situation and those can take time, especially with limited staffing over the Christmas holidays. Please be patient, even while I do understand this is confusing and frustrating.

Thank you for posting, Squirrel.

There is a ramp-up on some features, and that system is in place to prevent the use of new accounts for RMT (Real-Money Trading) activities. You know the sort, they are the third-party “Buy my gold and I’ll steal your account” guys.

If you play a bit more, the features will become available to you.

It appears you’ve figured out the situation. I do not see a ticket number, and since this situation is resolved by your learning more about how the achievement system works, I’ll close the thread.

As explained, the download will resume at the point where you stopped. None of that “start all over again” stuff with us.

Of course, you’ll need to download in full to play, but you can stagger that over time, if you wish. (And remember, some of the downloading happens when you enter an area and not in the initial install.)

This is great news, guys. It’s great to know you were helped so quickly.

Thanks for posting — it was nice of you to do that!

Moonset.3975:

Well, now I managed to break the launcher. I have no idea if my issue is related to this issue or different.

So yesterday I checked Windows Update and noticed an ATI/AMD update. After installing this, I noticed my screen no longer froze up (or as often) and I could at least play for longer periods without everything locking up – somewhat playable. A Windows Update made things better.

Today, I noticed more Windows Updates and installed them. Now the GW2 download client sits at 0 KB/0 KB. And I can’t close the launcher, I can only crash the launcher. I’ve tried everything suggested here except the CyberGhost VPN, yet, though I’m debating if I should just re-install GW2 from scratch.

Summary: Played GW2 today > installed Windows Updates > Launcher broken. My bad – I know better than to keep Windows updated.

At a glance, I think this is a different issue, but I know some of our team is reviewing this thread, so if they have something to offer, they’ll do so. Please consider submitting a ticket with all those details — the Tech Support folks may be able to help, particularly as they may have seen this very issue before.

Best of luck.

Glad this is working, guys! Do keep posting to let us know all is well, or give us any update on a situation that is less-than-cleared. ~cross fingers~

(And thanks for the kind words, Z, but it’s really all about the programmers who did this, I just posted a few times with all their programmer-y goodness. However, pro tip: If “Gaile” is a derivation of “Gail” which is, I’m told, Welsh for “father’s beloved daughter” don’t do a “he” on this one, eh? )

Here is how to correct this issue. After work by the programming team, it’ll be this simple:

• Download the latest gw2.exe from https://s3.amazonaws.com/transfer.ncplatform.net/Gw2.exe and replace the one installed on your hard drive with it.

But for those of us (like me ) who like a full step-by-step, here is it:

• Shut down Guild Wars 2 if it is running
• Download the latest gw2.exe from the following link: https://s3.amazonaws.com/transfer.ncplatform.net/Gw2.exe (For security, you can verify that you are going to the right link by hovering over the URL.)
• Open your download folder which now contains your Gw2.exe
• Locate the Guild Wars 2 shortcut used to launch the game
• Right-click and select “Properties.”
• Copy the Target path, which may look something like: c:\Program Files (x86)\Guild Wars 2\gw2.exe
• The part excluding the gw2.exe is your gw2 install directory. From the example above it would be: c:\Program Files (x86)\Guild Wars 2\
• Hit the “Windows” and “R” keys on your keyboard at the same time. This will open a “Run” window. Type the path to the install directory in this window, and hit “OK” (or press “Enter”).
• Now drag the gw2.exe from the download directory to the install directory
• If you are asked to approve anything, via approval pop-ups, you may need to enter your admin password to approve the copy.

And here’s a shorter version of the instructions that accomplishes the same thing:

1. If running, please close Guild Wars 2 completely.
2. Download an updated revision of GW2.exe using this link: https://s3.amazonaws.com/transfer.ncplatform.net/Gw2.exe
3. Once downloaded, please move this file to your Guild Wars 2 installation folder. (Default location should be C:\Program Files(x86)\Guild Wars 2) (When prompted to over-write the existing file, click “yes.”)

With this fix, you do not need to use the –assetserv flag from last night.

Please post if this does not work for you, but with a fresh EXE you should be good to go!

Thanks again for your patience and understanding! Now, get out there and do some Wintersday celebrating!

We have a new solution. Let us tap out the full instructions. Some of you won’t need them, but we like to be complete.

Give us a few and we’ll post ’em.

Thanks!

I don’t think you’re at risk of banning here. And thanks for being so nice to your guild members!

This is a technical support issue.

Please read this thread: https://forum-en.gw2archive.eu/forum/support/tech/Login-issues-after-12-23-Build-merged/first#post3413084 I believe the issue is related to those explained in that thread, and the programmers are working on a fix. (There is a solution about VPNing that might help.)

We reviewed the issue and the logs, and you were involved in language offenses that impacted a lot of players negatively. The support agent who is handling your ticket can give you more info. The suspension is short, and we ask that you please be more careful with language in the future.

Please read this thread: https://forum-en.gw2archive.eu/forum/support/tech/Login-issues-after-12-23-Build-merged/first#post3413084 I believe the issue is related to those explained in that thread, and the programmers are working on a fix. (There is a solution about VPNing that might help.)

Please read this thread: https://forum-en.gw2archive.eu/forum/support/tech/Login-issues-after-12-23-Build-merged/first#post3413084 I believe the issue is related to those explained in that thread, and the programmers are working on a fix. (There is a solution about VPNing that might help.)

Ok, so two of the Error 58’s and one of Error 7, plus the earlier reports. 58 and 7 are quite different, so I’ll ask one of our good programmer folks to review this.

Thank you for posting — it will help us resolve this for you!

And I wanted you to know that a goodly number of team members are active in an e-mail thread about this (even into the wee hours of the morning), and they are working to get this sorted. It’s a pesky issue — you can tell that — but they’ll get it fixed.

Status check (because there may have been more tweaks): are you able to log in? If not, what is the issue you’re seeing?

So So sorry. The team chanted some arcane incantations and sacrificed a small skritt to the six gods. Could you please try again to follow the instructions I posted a bit ago?

Here are some instructions from the Guild Wars 2 Programming Team (bless ’em!) that should help resolve this issue for players who are experiencing it:

1. Locate your Guild Wars 2 shortcut

2. Right-click and select “Properties.”

3. In the “Target” line, after the string for your GW2.exe, add this string (after a space:
-assetsrv assetcdn.101.alternate.arenanetworks.com

Here is a correctly formatted example: “C:\Games\Guild Wars 2\GW2.exe” -assetsrv assetcdn.101.alternate.arenanetworks.com (there are no quotation marks on the added string)

4. Run Guild Wars 2.

5. Remove the added string afterwards. It no longer is needed once you have patched.

6. Please update this thread if you are continue having difficulties. When you post, let us know if you tried the VPN alternative as well as the added string in your Target line.

Thank you again for your patience.

Deleted note. Wrong thread.

nerv — I’m sorry you’re having the issue, and that it’s a repeat for you guys. I think I was posting as you did, did you see my note above? I hope to have some info (or a programmer will post) very soon.

I have some info incoming from the Programming Team. I want to make sure I give you absolutely the right steps to download the patch that will correct this issue, so bear with me as I get that info for you!

We do agree, this is a very urgent matter and while we know that some players have things all fixed up now, others do not. Tracking e-mails amongst the programming team, and they are working kitten this even at this late hour, shows they are researching the matter and discussing how best to mitigate the problem. We know the VPN solution mentioned by Earthrune in this thread works (for some, not for others), and we’d like an easier solution for you, one that works for all. Therefore, the work continues: Research, analyze, review, discuss, solve. (Believe me, if it’s quiet, it’s not because people aren’t working on this — they are!)

We really do apologize for the inconvenience. Incidentally, the team is taking steps to try to ensure that this doesn’t happen in the future, so short-term and long-term solution is in their view.

Thanks a bunch for your patience!

As you will note in this thread, certain e-mail providers are blocking our mails. We are working on this, but in the meantime, consider submitting a ticket, at which time the Payments/Billing Team can look into this and send you the serial code.

How, when your e-mail is blocked?

Why don’t you send from another e-mail provider, referencing the purchase information, your user name, and other identifying info, such as the last four (not the full number, just the last four) digits of the credit card you used to purchase.

We are very sorry that you did not get the code, but I feel sure that with a ticket, the team can make that happen!

And thank you for gifting Guild Wars 2!

Yes, it is very much against the Rules of Conduct.

Thank you for asking.

If we made an error, we definitely will take care of it. If you made an error, we will explain what that was.

Have you filed a ticket? Please do so as soon as possible so that an agent can help you with this.

• “Support” on main page
• “Submit a request”
• Then choose “account issue” and describe the situation.

I feel sure we’ll get this worked out soon.

ljdr.2596:

I was having trouble logging in yesterday after having a new modem installed. I would enter my info then my authenticator code and it would give me error code 11:1030:8:423 I sent off a support request and then continued to troubleshoot myself. I have a linked GW1 account and was able to log into that still. After searching forums for possible solutions and getting nowhere I went into my mobile google authenticator and checked out all the options. I found a sync option, tried it, and then was able to log back into GW2. I hope this helps someone.

Thanks for sharing that, ljdr. I am sure it will help another player!

PCanineBrigade.4916:

Thank you for fixing! I’m very happy to wake up and find out that I can play again.

We’re happy, too! Looks like this is sorted, but of course if anyone has this identical issue, we’ll track the post and so you can add your experience to this thread.

Thanks, everyone!

Update: 23 December 2013

193464 - Resolved
175398 - Resolved, but I note that you have stated your account was compromised, so the team will help you with that.
178842 - Resolved
176067 - Resolved, but also reviewed and moved to the queue so that your account can be restored as well.
174352 - I responded in ticket.
174830 - Reviewed and responded to today. Please do not create duplicate tickets, but focus on your original and update if necessary.
179279 - Please read the ticket update and submit your report through the means mentioned in the e-mailed ticket update.
106997 - This ticket was marked as “solved” in November. Can you verify the number? If this IS the number, please have your friend re-open the ticket.
181617 - I asked for a review today
173846 - I asked for a review today
191699 - You have updated your ticket 13 times in 24 hours and this ticket is only a day old (not 3 or more)> Please give the team time to address this issue.
141922 - Closed for botting, twice. Will remain closed.

Update: 23 December 2013

193464 - Resolved
175398 - Resolved, but I note that you have stated your account was compromised, so the team will help you with that.
178842 - Resolved
176067 - Resolved, but also reviewed and moved to the queue so that your account can be restored as well.
174352 - I responded in ticket.
174830 - Reviewed and responded to today. Please do not create duplicate tickets, but focus on your original and update if necessary.
179279 - Please read the ticket update and submit your report through the means mentioned in the e-mailed ticket update.
106997 - This ticket was marked as “solved” in November. Can you verify the number? If this IS the number, please have your friend re-open the ticket.
181617 - I asked for a review today
173846 - I asked for a review today
191699 - You have updated your ticket 13 times in 24 hours and this ticket is only a day old (not 3 or more)> Please give the team time to address this issue.
141922 - Closed for botting, twice. Will remain closed.

Bato.5982:

Gaile Gray.6029:

Update: 20 December 2013

159633 – Resolved. This was an account ownership dispute, but the account is with the rightful owner now.

Then you gave the account to the wrong guy or whoever hacked his account because I told him of this and he can’t log in. Good job Anet.

No, from everything we were able to ascertain, your friend was not the original and therefore the actual account owner. If he bought the account through us, or through a retailer, and can prove that with adequate information, have him reopen the ticket. But be aware, someone was able to provide much more information that proved original ownership and that was the persuasive element in this case.

AlbertoUlkesh.4517:

Regular computer with Windows 7.

However not the machine that runs the game. I’ve just tested this and logged both into the forum and the game on the same machine. This works.

I suspect there is some kind of check and the password gets revoked, if you try to log on from two different machines at the same time.

Yes, that is true. Take two PCs: You’re logged into your desktop and decide to move over to your laptop, but forget to disconnect. The server log-in system automatically will log you out of the first log-in and allow you to log in with the second. So I think that’s what’s happening here: Two points of access, the most recent overriding the older access.

Does that make sense to you?

KumaTazZ.8054:

I still can’t update the new patch.

Edited: Ok I change my ISP and it’s working now.

Well, that’s certainly interesting, but good to know you had that as a work-around. Thanks for the post.

Checking back.

The devs worked some magic, and from what I understand this issue may have been fully addressed.

Is anyone still experiencing this issue?

Thank you.

Mizstik.1736:

It did not give me any error message. The game simply shut down and back off to the login when I double click a character to play, and afterward did not update so it’d shut down again when I login and double click a character. My location is southeast asia.

Fixed after using the VPN.

Thank you, Mizstik — that’s valuable information.

Forum members — please read through this thread for info about this situation, and note the devs are aware and are reviewing the situation.

Please submit a ticket for assistance. I think this is a specific situation for you and not a general issue. “Support” at the top of this page, then “Submit a request” so a team member can help.

To give our devs the most info possible, please post if you are still experiencing this issue, and please note:

Do you get an error message? What is it?
What is your general location, such as North America, Europe, etc.

Thank you for your help!

We believe there may be an issue. I can’t say that for certain, but we’re discussing this and looking into it in real time. You might keep your eye on the Technical Support Forum, as that seems the likely place for an update on this (although I will try to update here, too).

DrDivine.5378:

It’s been awhile so I don’t remember how to do this, but is there a page where you can modify the shipping address of your account (AKA the home address to the person who owns the account)?

This information would need to be changed by Support. As far as I recall, this is not something that a player or account holder can edit him- or herself. (That restriction would be a security measure.)

This is not something that anyone on the forums can help you with. While I appreciate you are frustrated, you need to address your questions to the Support Team, as they are the only people who can answer the question.

It could be that an agent needs to confer with his or her manager to get more information. It could be that things are not as stated, or that you misunderstand some of what is being said. There are things in your comments that do not quite make sense to me, overall, so best to discuss with the team. Thank you.

Just curious: When you crash, do you get an error message? What does it read?

I’m definitely not a Mac expert, but I think it would be useful to include any info about the error message in case that helps the devs nail down a possible fix. Thanks!

In addition to trying the suggestions from the other forum members (which seem very useful!) could you please post what error message you are receiving?

vlad.8793:

i still get disconnected every 10 min

What error message do you get?

I am sorry that you had this experience, but fraud costs companies billions of dollars a year, and as the saying goes: if you watch the pennies, the pounds watch themselves.

When someone tries to buy from XX country and the credit card is from a place many thousands of miles away, that’s a huge red flag for fraud. Millions of CCs are stolen each week, and then are used quite commonly for online purchases, game acquisitions to advertise account-theft sites, etc. We must — for the security of the game and of every player within it — take careful steps to do out best to keep out fraudsters and those who would harm our game or our players.

It’s painful to be flagged as “potential fraud” when you’re not at all a potential fraudster, and I sympathize with you about this. However, there is no ticket number in this thread to allow me to review the situation, simply a lengthy post with information that tells me that there is more to this story than you or I know, at this point. Too, not giving confidential, security-based information is very important.

If you want to supply that ticket number (and please, no additional comments are necessary) I can take a look. Please understand I’m not involved directly in Payments or Billing and my involvement would not be that of an expert in those subjects.

Update: 20 December 2013

176266 – Resolved in under 24 hours. Please note: This thread is for issues 72 hours and older
163095 – Resolved. Thanks for providing that secondary e-mail address so we could converse with you!
156323 - Resolved. Thanks for the update!
159633 – Resolved. This was an account ownership dispute, but the account is with the rightful owner now.
171817 – Resolved.
172893 – Resolved.
174830 – Resolved.
176989 – Under review; I believe you will hear back soon.
Skylark.1274 - Please continue to discuss with Support; no no need to update in this thread. Thanks.
185007 - In the works. Sending in the new e-mail did the trick, thank you! I can see you’re progressing now, and thanks for your patience!

• Some tickets awaiting review are flagged either for “gold selling” or for “fraud.” These reviews take time because they are very complicated. Please continue to discuss these matters with the Support Team to reach the best resolution.

• Please also note that botters and gold sellers (RMT workers) file appeals, too. We will not reinstate accounts found to be involved in these offenses. Those listed as “final response” it will not be reviewed again.

If your ticket is at least three days old, and if you still need assistance, please post in the  Tickets for Review – 3 days and older [merged] thread, which is here at the top of this forum.

Update: 20 December 2013

176266 – Resolved in under 24 hours. Please note: This thread is for issues 72 hours and older and not for immediate follow-up.
163095 – Resolved. Thanks for providing that secondary e-mail address so we could converse with you!
156323 - Resolved. Thanks for the update!
159633 – Resolved. This was an account ownership dispute, but the account is with the rightful owner now.
171817 – Resolved.
172893 – Resolved.
174830 – Resolved.
176989 – Under review; I believe you will hear back soon.
Skylark.1274 - Please continue to discuss with Support; no no need to update in this thread. Thanks.
185007 - In the works. Sending in the new e-mail did the trick, thank you! I can see you’re progressing now, and thanks for your patience!

csjuni.1795:

When i type in my gw account name and PW it sends me to relog into GW2 which i do and I’m directed to the change password. I’m confused am I doing something wrong ?

I am sorry that I can’t quite tell what we can do to solve this. Please click “Support” at the top of this page, and then “Submit a request” in the upper right and proceed to submit a ticket. The team should be able to help you.

Those who have been invited into the test really need to read the first e-mail, so that they know to expect and ignore the “your info has been reset” second e-mail. But if that e-mail didn’t reach you, I can understand your confusion. So please read the thread linked in the post immediately above and that may explain things.

I believe this is not phishing, but part of the invitation and enrollment system for Edge of the Mists testing, but you are wise to be cautious and delete, as anyone should for an e-mail that requests confirmation of a process that the player did not initiate.

After all, if your credit card company wrote and said “Your account is now in the hands of Thadeous the Thief, please click to confirm” you’d delete (and not click) in a New York Minute, right?

The info in this thread has been real helpful in getting people updated to get into the game, to solve camera issues, and to allow Gem Store purchases, if that is your desire.

As far as I can see, the info would not directly impact those using Bootcamp, but I think the thread is worth a view as it might address issues that you are having with Mac use for GW2.

Coody.4076:

It works fine for me!!!!!

THX!!

gnarlequin.1462:

thank you so much for manual update work around,mac beta duo geforce 9400, so happy my out of date mac runs this and even more happy that gw did not forget about mac users, love this game and this update fixed all my problems, thank you so very much

I am so glad it worked for you guys! We definitely have not forgotten our Mac users. More on that in the future, but you can be assured we are very grateful for your continued support and for your involvement in our game!

Everyone who has let us know about the results of the process outlined in this thread has confirmed that the camera issue is corrected with the patch. I hope you’ll give it a try.