Guild Wars 2

Have you tried updating? I am by no means a Mac expert, but perhaps the information in this thread will be of use to you.

Kioshi is right. While we devise a permanent solution, there is a work-around, and most Mac users are reporting that it solves multiple issues: camera issues, game access/updater issues, even the ability to the use the Gem Store.

I encourage you to read this post for more information and work-around solutions.

Thanks for your patience.

J Night.3468:

this is common with the mac client. if that happens, try keeping the BLTC window open and changing the language settings in game to French and see if it loads. you can switch it back to english and hope it still loads too. if not.. just restart the client.

Oh man, I forgot that tip. Thanks for posting, J Night!

If you folks still need help, don’t hesitate to send a ticket by clicking Support at the top of this page, and then “Submit a request” on the ticket submission page.

This is great communication and thanks to all of you for passing along these notes. I’m going to sum it up (and do feel free to correct me if I have any of this wrong):

ZaidDyan — solved (not sure which issues, but I’m glad you’re good to go). Will pass along your suggestions.
Stem Knives — solved all three: update issue, camera issue, gem purchases (thank you!)
praus — solved all three: update issue, camera issue, and gem purchases (thank you, too — very nice!).
Helgan — solved two of three: update issue and camera issue. Did not solve a sporadic issue with the Gem Store. I’m flagging this but wonder if you’ve been in touch with CS. If so, do you have any ticket numbers so I can peek at the ticket(s)?
JRM — can’t install the client. Dang it! Can you please contact our Mac specialist on the Tech Support Team. We will work with you on this.
Tiki Gamer — solved all three: update issue, camera issue, gem purchases (and another thank you to you!)
Che Guevara — solved all three: update issue, camera issue, gem purchases (and one more thank you!)

Are you still not getting our mails?

Our IT Specialist said the following:

So far every email address I have been sent from a customer with complaints about not receiving our emails has been one of the following issues.

1. The user marked us as spam at some point in the past. I clear these spam records when the user says they’re having issues receiving our messages.
2. The user is receiving the messages according to our mail logs. In these cases the problem is either that the mail is in their spam [gg:or Junk folder] or they need to add us to their safe sender list.

So… are you still not receiving our e-mails? Please take action on Item No. 2 above and, if you believe you may have flagged us as in Item No. 1, please PM me the e-mail address that forms your log-in name. Do not send me anything else — no password, please! — just the e-mail address. Send via PM only and PM about this issue only, please so I can keep my in-box clear.

I’ll see if our IT Team can take Step No. 1 above after you’ve done Step No. 2. With that ~cross fingers~ we may be able to nail down this issue completely.

Thanks!

oloap.9765:

i was answered that the order is in process and will take up to 48h… i’l w8 even if that seems strange to me, is just a serial numer at the end!
thanks for taking the time to reply anyway!

I think that this is simply because the team is very busy, particularly at this time of year. We sure appreciate you good-natured patience, and the team will help as soon as they can!

Thanks, AP.

Just an additional note for you Elesh: The name stays “reserved” to your account for 24 hours. I suggest if you wish to swap names, you undertake the process as quickly (but as carefully) as possible.

eleshazar.6902:

Gaile Gray.6029:

I’m actually working on us making a small change to the interface that will help with this, but any changes to the log-in system are Kind of a Big Deal, so it may yet be a while before we get that made.

In the meantime, kind players helping others is very appreciated!

I love how you capitalized “Kind of a Big Deal” which I’m assuming is a guild wars 1 reference to the rank 1 of the “God Walking Amongst Mere Mortals” title track.

/I see what you did there….

~cough~

It made me smile to do it. Any time we can evoke our history, I’m a happy camper.

To round out this topic: The account in question was blocked in error. We generally remove the suspension for a first time offense, but an agent failed to lift the suspension and that is something for which we apologize.

The account was reinstated as the result of the ticket that Trypz submitted. And a ticket is how one contacts CS, so it’s great it all worked out well.

Inculpatus cedo.9234:

Obviously, someone from China has your password and Account name. You should scan your computer for keyloggers and change the passwords to your account and email. It probably would not hurt to seek help from CS to change the email associated with your account. Good luck.

This is good advice. When this happens, it’s pretty certain that the would-be thieves know your credentials, and you need to take steps to halt them in their tracks.

When you make changes, remember to use a unique password and if at all possible, use an e-mail address that is not associated with anything else. (That’s totally optional, but it has been quite effective in reducing account theft and reducing phishing attempts, too, so consider if it is something you wish to do.)

Click “Support” at the top of this page, and then “Submit a request” in the upper right and proceed to submit a ticket.

I’m actually working on us making a small change to the interface that will help with this, but any changes to the log-in system are Kind of a Big Deal, so it may yet be a while before we get that made.

In the meantime, kind players helping others is very appreciated!

Oh man, Sitkaz, you startled me. I saw “Canada isn’t on the list” and thought we’d somehow dropped it from the registration options. Which would be incredibly rude of us, towards our marvelous neighbors to the north!

I’m glad you got the answers to your question, and wish you well in your move.

You submitted a ticket, and that’s exactly the right thing to do. A team member will respond as quickly as possible.

I have heard good things about that program, although I’m not in a position to recommend any particular one.

Saarus.9471:

The steps in that post did not fix my issues with the gem store but did resolve issues with the tgUpdate download. I will try again – maybe I made a mistake or something. If it doesn’t work I’ll post a write-up in both threads, or at last link from one to the other.

Hey Saarus — any news on the Gem Store? Is it working? (Sorry if this is redundant, I’m in a lot of threads and I may have missed an update about this from you.) Thanks for any info you can share!

The link that SandraSolace provided is legitimate, but it’s appearing as an “external link.” We’re going to fix that as soon as we can, but for now, the best advice is to do the following:

Submit a ticket by visiting the Support link above and then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you.

We want to help you with this. Please submit a ticket by visiting the Support link above and then clicking “Submit a request” in the upper right-hand section of that linked page. The team should be able to assist you.

Enko.6123:

Gaile Gray.6029:

Enko.6123:

Please let your support personnel know as when I asked them about the emails, I was told the following:

The e-mail you have received is not an official e-mail from the Guild Wars 2 Support Team or from ArenaNet. It is most likely a phishing attempt. Please DO NOT click on any links within that e-mail. We will not send e-mails that state that your account will be terminated if you do not respond. We will not send e-mails that state that an account has been compromised (unless we are responding to a player). Any e-mails of this type are most likely malicious in intent.

Please tell me the ticket number in which that response was sent. I need to follow up on this so we all are on the same page. Thanks!

Phishing Attempt (request #180448)

Thanks, Enko. I’m afraid that was an agent mistake. As I mentioned previously, the Edge of the Mist invitation is legitimate, and it is preceded by an e-mail telling folks that they’ll get an e-mail saying changes were made but they should ignore that.

Would-be phishers undoubtedly will try to use this system, so we’re taking every care we can to make it clear what invitees should expect and how they should react. In this case, you were wise not to click anything, particularly since nothing needed to be clicked in the process that was used.

Sorry for the alarm, and I hope you enjoy testing!

Here’s a bit more info gleaned from a conversion with our Director of Production:

• As previously stated, we’re actively working on a fix for the TgUpdate 1-11 issue. It will take time to get that fully developed, tested, amended (if necessary), and then rolled out. So in the meantime, the work-around in this very post above is solid.
• You can get the TG Update here: http://cider.ncplatform.net/Live/GWII-Update-009524.tgz.
• We’re sorry that you’re having to jump through a few hoops during the period the update is finalized (where it will all happen seamlessly), but as one forum member said, it is a pretty painless and quick process.
• Naturally if you have problems or questions, you can send in a ticket (Click “Support” above, then “Submit a request” to start a ticket) and we’ll help out.

FlamingFoxx.1305:

I just want to say thanks to Gaile for taking the time to actually respond – I realise that it can’t be easy with everyone being so negative and so inclined to not be understanding in the slightest.

No problem; my pleasure. I am so proud we have a Mac version, and I really like how active and helpful this community is!

Ghodgkins.5987:

Thank you! THIS work around fixed my TP issue!

Yay, so glad!

That would be a TS issue, so if you kindly could post in that forum, the team will try to help you.

The info you’ve been provided here is accurate: We cannot unbind items, but if you want to try player-devised processes for attempting to do that, you may do so. (Use care, as I’ve seen user error result in unintended results, but I have seen many players say that the steps worked perfectly for them.)

gilymonster.7849:

Update; I have got 800 gems out of 2400, where the hell are my other gems!

I assume you located the other gems? If not, did you submit a ticket, or update one that was previously submitted?

The name you originally chose is an extremely offensive racial epithet in French. That it why it was censored. I do understand that there may be other definitions, such as the one you provided, but overall, the name is simply too marginal to allow to remain in the game.

Thank you for understanding!

Quiggle.4215:

How do they expect us to find this update? I’d like to get a RED post to tell us this is where to get it from.

I am inquiring about how to get that update or patch right now. That should have been clearer, and I apologize, but we were working over night and I didn’t have access to everyone I needed to speak with to get that bit of info.

Thanks for your patience.

Saarus.9471:

Followed all steps in the QA write-up again – which included blowing away ~/Library/Application Support/Guild Wars 2, and still cannot use gem store. The tgUpdate problem still goes away, which is a plus.

So my current state is, I did the reinstall, and patch, and the last thing I will try is removing the Local.dat file as you indicated (although I blew its parent directory tree away prior to reinstalling+patching GW2 beta client – don’t know if that counts) and see if that helps.

Could you please let us know if all is in order? Thank you.

Oneira.1495:

I downloaded this update: GWII-Update-009524

When I open it I get a window that asks “select output app and click update”. When I click update I get an error message:

The location is users/(me)/

“You cannot apply this patch to this version of the application”

My version is: Guild Wars 2 – 1.0.8467

I am sharing this with the QA team. Thank you for the report.

loclay.7482:

This worked, and by the way… purchasing gems worked for me today as well.

Thank you for reporting that, just as we thank the forum member above who stated he was not able to purchase gems, and who gave us some information to help us figure out why. Posts that contribute information or helpful suggestions are always welcome, and appreciated!

zoopington.7916:

Hollow.9758:

guess what. I’m not going to bother doing this because… I SHOULD NOT HAVE TOO. I’m not being PAYED to fix bugs. I PAYED, to play a video game.

NOT a fix, temporary solution.

the procedure doesn’t even take the time you needed to post this “helpful” comment

Thank you! It’s a simple process. And it is not the be-all and end-all of solutions. As we said, we’ll continue to address the issues, but this is a work-around that may help you. And again, we are sorry that you are having issues, but please let’s focus on righting those issues and not writing a diatribe of complaints and gripes.

Enko.6123:

Please let your support personnel know as when I asked them about the emails, I was told the following:

The e-mail you have received is not an official e-mail from the Guild Wars 2 Support Team or from ArenaNet. It is most likely a phishing attempt. Please DO NOT click on any links within that e-mail. We will not send e-mails that state that your account will be terminated if you do not respond. We will not send e-mails that state that an account has been compromised (unless we are responding to a player). Any e-mails of this type are most likely malicious in intent.

Please tell me the ticket number in which that response was sent. I need to follow up on this so we all are on the same page. Thanks!

Thousands, yes.

You’re welcome to contact Support via the link at the top of this page. No one on the forums is going to be able to answer your questions or address what you perceive as “inconsistency” in the Naming Policy.

Personally, the instant I saw your name arise in a thread about the Naming Policy, I did wonder why your display name wasn’t similarly censored, based on the policy. I’m not debating the fairness or reasonableness of the policy, but based on that policy, I do think I understand why the name was censored. I will look into the matter, and I believe you’re already having a discussion with CS about this.

The word “nug” is a rather common reference to Marijuana. That is most likely why the names with that word were censored. After all, a “jug of marijuana” isn’t exactly something we want in the game.

Update: 18 December 2013

156323 – Answered 12/17; we hope to have this resolved soon.
150891 – Answered 12/17 but I am investigating a bit further. We can’t correct the display name issue (sorry!) but I would like to know why it happened in these circumstances. I’m told that sometimes the changing display name situation gets better with time.
153452 – Answered today
159633 - So far your friend hasn’t been able to provide enough info to establish he owns the account. If he is able to do that, please have him update the ticket.
177300 – Response sent yesterday to #127815. If your friend did not get that e-mail, please have him review the “Not Getting our E-mails” thread and send an alternative e-mail address to Support.
176989 – Your friend responded yesterday and things seem to be moving along well now.

Update: 18 December 2013

156323 – Answered 12/17; we hope to have this resolved soon.
150891 – Answered 12/17 but I am investigating a bit further. We can’t correct the display name issue (sorry!) but I would like to know why it happened in these circumstances. I’m told that sometimes the changing display name situation gets better with time.
153452 – Answered today
159633 - So far your friend hasn’t been able to provide enough info to establish he owns the account. If he is able to do that, please have him update the ticket.
177300 – Response sent yesterday to #127815. If your friend did not get that e-mail, please have him review the “Not Getting our E-mails” thread and send an alternative e-mail address to Support.
176989 – Your friend responded yesterday and things seem to be moving along well now.

Please see this thread for what I think will be helpful info.

I am not at all sure, but the comments about Mavericks and the updater may be helpful to some of you, in which case you’ll want to visit this post.

I think the information in this post may be helpful to those of you still experiencing this issue.

From the QA team:

“We’ve determined the problem that is outlined in this thread (and a few others) is an issue connected with the TG Updater on Mavericks OS X. We’re currently working on a fix.

The Update can be manually patched by using the steps below:

1. Check current version # of TG Wrapper by navigating to Applications -> Guild Wars 2 -> Get Info

2. If the version is older than 1.0.009524, download TG Update. You can get the TG Update here: http://cider.ncplatform.net/Live/GWII-Update-009524.tgz.

3. After downloading, manually unpack the .TGZ file by double-clicking on it

4. Updater should now be unzipped and visible. Double-click updater and you will be prompted to select your output app

5. Navigate to where your Guild Wars 2 client is located. (default location is Applications -> Guild Wars 2)

6. After selecting Guild Wars 2 you may be prompted by your Mac to allow the update to make changes, if so enter your password and the updater should resume updating. Note: If you are getting a message: “GWII-Update-009524.app” can’t be opened because it is from an unidentified developer". You must allow third party apps in your System Preferences->Security & Privacy->“Allow apps downloaded from anywhere”

7. Once patching has been completed confirm that TG Wrapper version has updated to Version 1.0.009524 by re-following step #1

8. After the update is completed try launching the game client

I believe that user’s work around (above) for the update should work pending the updater not working. I was able to update the TG Wrapper on our Mac with Mavericks from the old wrapper with just unzipping the updater and applying the update.

Here is an additional Work Around if the update does not work:

1. Get a new copy of GW2 Mac Beta client from the GW2 website. Do not open it yet.
2. Move the GW2.dat file from your existing GW2 client (so you don’t have to re-download ~20GB file again). Right click (Control-Click) on the game client, choose “Show Package Contents”, then go to Contents?Resources?transgaming?c_drive?GW2. In this folder, find GW2.dat and move it to Desktop
3. Remove your old GW2 client, including the Guild Wars 2 folder in ~User/Library
4. Install the new GW2 mac beta client.
5. Apply the updater patch you had downloaded at the beginning of this post.
6. Launch the game.
7. When it starts downloading game files, close it.
8. Move the GW2.dat files back into the new GW2 mac beta client. Follow step 2, but this time you will be moving the file from Desktop to GW2 folder."

Now, I’d like to add a few more thoughts:

• We sincerely apologize for any disruption that this issue has caused you, and will continue to work on correcting this issue.
• If there are errors or a lack of clarity in what is written above, please let me know. I am transcribing this from a lengthy, more technical document and I may need to get something clarified. (I am already asking where one downloads the TG Updater, but y’all may know that and the fact I had to ask simply may be a reflection of my lack of experience with Mac systems.)
• I am reopening this thread. Please let’s not engage in negative, valueless input. Let’s just get the right information to the people who need it and leave the rants out of this.

Maybe I should point something out: Felicja posted at 2 this afternoon. Our QA person had already been in contact with the Mac specialist in preceding days and was gathering information and testing possible solutions prior to posting.

All credit to a player for providing what ended up being useful information! But please note that we can’t post quite as randomly, and the team began investigations of problem-solving steps prior to this afternoon. The team simply has been showing due diligence in testing the process and noting its applicability, effectiveness, and safety.

So hold your criticism, please, and consider the bigger picture. Saying “it took a player to solve the situation” isn’t neither accurate nor fair.

And because there seems to be a remarkable “jump on The Negative Bandwagon” mentality going on, let’s lock this thread until we have more information to provide.

Just talked to the QA lead and one of our guys was actively writing up some steps when I sent the e-mail askign about the above process. The steps he devises are similar to those outlined above by Felicja. He’s been working with the Mac specialists and his post may include a bit more info, but it’s along the same lines.

It’s soooo nice to know you guys are able to get back into the groove with the help of players and devs! <3

Felicja, how nice of you to post and continue to help players with the valuable information that you have!

I am going to point our dev and CS teams to your post. The info you shared seems to have been very helpful for many players.

Many thanks!

JustTrogdor.7892:

I posted yet another request for information in the account forum:

https://forum-en.gw2archive.eu/forum/support/account/Mac-still-can-t-buy-gems-use-gem-cards/

Although I don’t even know if this bug affects me because I don’t buy gems anymore, I encourage all of you with this issue to stay proactive. Please remain civil, update your support tickets, don’t submit multiple tickets, and if the answer you receive from your support tickets does not solve the problem (ex. use Windows) update your ticket again. That is really the best that can be done at this point.

Posting a new thread is unnecessary and unreasonable. This IS being worked on, and nothing is to be gained by a new post.

The safeguards within the system prevent an immediate, single-action deletion of a character, as explained above. I’m sorry that this happened, but there are no other people reporting a bug, a bug is highly unlikely, and the confirmation process is there to prevent accidents. We can neither roll back the account nor replace the character on the account. Sorry!

As Kirk explained, please do not click the link. The e-mail is confusing, but it’s forewarned in the preceding e-mail from the Edge of the Mists team, so look for that first e-mail and then don’t click the link and you’re good.

Jasmine.8195:

Just came through.. so 15ish min lag

We really appreciate you updating the thread, Jasmine. It’s so nice when folks let us know that things worked, and within what particular timeframe, so thanks for that!

RoyHarmon.5398:

Gaile Gray.6029:

gilymonster.7849:

Update; I have got 800 gems out of 2400, where the hell are my other gems!

Oh my gosh! Did you purchase in multiple transactions, or all at once? In any event, they should not take this long to arrive. I suggest you contact Support on the link at the top of this page. The team will review the account and make sure you get your gems.

(Just checking: Your mailbox is and was available for receipt of transactions, right? I’ve known of people who completely emptied the mailbox, even if it wasn’t full, and the gems then arrived. Might try that as you await direct assistance from Support.)

That’s really weird. I’ve never had gems arrive in the mail; they generally just show a little green “+800” floating over the balance for a second or so as it updates the number in the Gem Store window directly.

Does this mean that the gem delivery system is somehow linked to the mailbox, despite not using it?

Oh Roy, thank you — you’re right! That was totally my misspeaking on the subject of gem deliveries from GS purchases.

gilymonster — your gems are not mailed to you, they simply appear in your Gem Balance, as Roy explained. Can you please check there to see if your balance did increase. I don’t know how to explain 800 gems in the mail — must be related to a different issue, I’d say.

We do not have any plans to allow display name changes. That could change in the future, of course, but it is not something that is currently on the “to do” list or slated for development.

BIGsexy.5902:

yes It says i can’t connect to log in servers

Please contact Support by “Submitting a request” on the Support link at the top of this page. The team should be able to help you, but they’ll need to know more about your system to do so. Thanks!

By the way, in the future, it would be best to review and post in the Technical Support forum for issues of this sort.

Ceallach — I edited your post only to change a word that, for some strange reason, was being edited, or “kittenized.” Hope that’s ok!

Alice — I agree with the suggestions here. A safe, secure password-retention program might be a real boon for you! (I recommend that you review each program and check user reports and professional reviews, to ensure you’re getting a good one, but recommendations here are helpful, as well.)

gilymonster.7849:

Update; I have got 800 gems out of 2400, where the hell are my other gems!

Oh my gosh! Did you purchase in multiple transactions, or all at once? In any event, they should not take this long to arrive. I suggest you contact Support on the link at the top of this page. The team will review the account and make sure you get your gems.

(Just checking: Your mailbox is and was available for receipt of transactions, right? I’ve known of people who completely emptied the mailbox, even if it wasn’t full, and the gems then arrived. Might try that as you await direct assistance from Support.)

I just posted a particularly ugly phishing attempt in the A Note About Phishing thread. I wanted to point to it because I want everyone to have eyes on it, and be aware of the easy steps you can take to not be taken in by phishers.

Here’s the post: https://forum-en.gw2archive.eu/forum/support/account/A-Note-about-Phishing-Emails-1/first#post3392805