Guild Wars 2

Update 05 August 2014

I wanted to let you know that while a lot of the GWAMM issues were addressed last week, we are aware that a few of our players still are having issues displaying their hard-earned (and well-respected!) God Walking Amongst Mere Mortals title.

This is a known issue and it is on the list for a fix. We will include notes about this fix in the Update Notes for the build in which we are able to fully correct this issue. You do not need to submit a ticket about this, the next (and hopefully final ) fix will set things right for everyone.

So, please:

• Watch the update notes for upcoming builds.
• After you see this fix in the notes, check your account and see if your title is showing.
• Submit a ticket at that time _if you still are having difficulties with your title. However, according to the devs, the fix that is going out should get everyone in spiffy shape.

Thank you, once again, for your patience with this matter!

ApolloKing.6023:

Any news today on this update Gaile?

For those still experiencing the 7:11:3:191:101 error, the team is still on the case. I’ll update the internal e-mail thread to see if there’s any news and will post here if we have any updates.

Dazzoe.7234:

Hello, i know this sounds dumb and you all may have tried this, but i was having this issue and all i did to fix it was restart my router and bam its fixed. So for thoose who havent done this and havent thought about it. give it a whirl it worked for me.

This is always a good idea, and it takes just a minute or two! I am not implying that everyone experiencing this issue can solve the problem with a router or modem reset, but this is my “go to” step, and it’s really surprising how often it works!

Thanks for posting the suggestion, Dazzoe.

For those of you experiencing this problem, what error code are you getting?

Please review this post to see if it gives you some pertinent info:
https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged/page/6#post4264674

EFFORTLESS.9850:

Hi Anet, my friend got banned permanently yesterday, hes hoping that he has the same case that the guys posted here. He said that he logged out fine after karma farming and gathering some ores and logs at EOTM that night and shocked that he was banned when he tries to login yesterday morning. His account name is icehailer.8936 and ticket # is 808968.

Hope you can help him Thnx a bunch!

Your friend will need to wait for the team to answer him. This is not something we can discuss with you, and it’s far too early to post asking for a review.

This ticket was less than 24 hours old, and you have already had personal responses from Customer Support.

The forums are not intended to follow up on tickets in such a short period of time. Please be patient and allow the team to help you. Thanks for understanding.

Update: 4 August 2014

Two requests:

• Do not ask for a review of someone else’s ticket unless you know that person. Culling random comments from other forums or social media is not appropriate.
• Always include a ticket number in your request.

801544 – Resolved
801708 – This ticket is not three days old.
793236 – Final answer provided in 770703
771369 – Final Answer: As stated previously, your account was not hacked. It will remain closed due to use of a third-party program.

Please note:

• Responses flagged as “Final Response” will not be reviewed again.
• If you still need assistance and your ticket is at least three days (72 hours) old, feel free to post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread at the top of this forum.
• Please do not submit duplicate tickets for the same situation. Instead, please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.
• Please do not post in multiple threads on the forums asking for assistance.
• If you believe your e-mail may have been compromised, submit a new ticket from a new, secure e-mail account. Please be prepared to provide proof of ownership, but we will do our best to help in this situation.

Update: 4 August 2014

801544 – Resolved
801708 – This ticket is not three days old.
793236 – Final answer provided in 770703
771369 – Final Answer: As stated previously, your account was not hacked. It will remain closed due to use of a third-party program.

You may never use this forum to make an immediate plea for help, when you’ve just submitted a ticket.

You may never submit duplicate tickets. You are wasting our time and delaying our responses to you and to other players and that is extremely unfair.

Allow the team to work through your tickets and be patient because they need to close at least three duplicate tickets that you created.

Again:

• Do not submit duplicate tickets.
• Do not post unless your ticket has been in the system for three full days.
• Post follow-ups only in the Tickets for Review thread and only after three full days.
• If you are given a final answer, stop posting.

I’d suggest you let the team fully review your ticket and they’ll let you know what we can do for you. We try to do the most we can!

Seera.5916:

Ignorance of the rules is not an excuse for this game. You choose to not read them, you take the risk.

Freedom of speech means that the GOVERNMENT can’t make laws that infringe upon your right to speak. Is ANet a government agency now?

First ammendment reads as follows: “Congress shall make no law respecting an establishment of religion, or prohibiting the free exercise thereof; or abridging the freedom of speech, or of the press; or the right of the people peaceably to assemble, and to petition the government for a redress of grievances.”

Since ANet is not the government, they can come up with whatever naming policy they want and not be in violation of the first ammendment. If they want to change the rules to state that all characters must abide by racial lore of the race they chose, then they can do that.

Oh my gosh, thank you! I’ve been singing the “You Don’t Understand ‘Freedom of Speech’” song for 1.5 decades!

As for the name, yes, it’s offensive. No, we will not reinstate it, apologize for our position, or review our policies.

I believe this applies. Updated this evening:

https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged/first#post3641462

https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged/page/6#post4264674

You may never use this forum to make an immediate plea for help, when you’ve just submitted a ticket.

You may never submit duplicate tickets. You are wasting our time and delaying our responses to you and to other players and that is extremely unfair.

Allow the team to work through your tickets and be patient because they need to close at least three duplicate tickets that you created.

Again:

• Do not submit duplicate tickets.
• Do not post unless your ticket has been in the system for three full days.
• Post follow-ups only in the Tickets for Review thread.

Perhaps this pertains? https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged/page/6#post4264674

If not, submit a ticket. If so, we’ll get this fixed ASAP.

There is no shelf date on offensive names, no grandfathering that allows the unacceptable to stay in place. When a name is reported, we investigate and take the appropriate action. And the action taken here was appropriate.

Thanks for understanding.

Just in case this is helpful: https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged/first#post3641462

We are very sorry about this, and by all means, if you’d like a refund, just click Support at the top of this page, then “Submit a request” and we’ll get that processed as quickly as possible.

There is a known issue with PayPal that sometimes causes a “hiccup” that can delay the fulfillment of the order. We’re working with our billing provider and PayPal to get that fixed. In the meantime, never feel obliged to keep more gems than you intended to purchase unless you decide that’s really the thing you want to do. If not, just contact CS and we’ll get you a refund.

Thanks for your support of our game!

Email works: Support@GuildWars2.com. Then you can respond to the e-mail thread and discuss your situation with Support in that manner.

If you are getting an error message, consider reviewing this thread to see if it’s relevant: https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged/first#post3641462

https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged/first#post3641462

This is the merged thread on this subject, with an update (such as it is ) as of this evening: https://forum-en.gw2archive.eu/forum/support/tech/Connection-error-7-11-3-191-101-merged/first#post3641462

UPDATE: This is very much a known issue and the matter is under investigation by several team members. We apologize for the time it has taken to get the situation resolved and we will keep working on it until things are back to normal.

FYI: The issue is not isolated to Guild Wars 2, but is also impacting other games.

We will update here in the forums when we know more , but at this time, it is not necessary to submit a ticket.

We have a thread on this issue — which is a known issue and is being intensely worked on — in the Technical Support Forum. Look for the merged thread, please, and you may post if you wish to do so.

Shalere.1359:

The issue was resolved. I’m an idiot. It was under the collectibles bank tab when I thought it would be in the normal one and I somehow missed it.

I am glad this worked out well for you, and thanks for updating.

This is correct. Please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, because that will create a ticket within the support system. You are not required to provide all the information but may leave fields blank when you cannot accurately complete them. The team should be able to help you.

One other note: Guild attainments and upgrades will stay with the guild on your current server. We cannot move them to your new server. Naturally, if you have access to the guild bank, you may remove your items to take with you.

Update: 1 August 2014

Two requests:

• Do not ask for a review of someone else’s ticket unless you know that person. Culling random comments from other forums or social media is not appropriate.
• Always include a ticket number in your request.

789248 – Resolved.
795910 – Resolved.
762211 – I updated two e-mail threads about this internally but so far do not have any new information to share.
793364 – In the queue for assistance. Apologies for the length of time you’re waiting.

Please note:

• Responses flagged as “Final Response” will not be reviewed again.
• If you still need assistance and your ticket is at least three days (72 hours) old, feel free to post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread at the top of this forum.
• Please do not submit duplicate tickets for the same situation. Instead, please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.
• Please do not post in multiple threads on the forums asking for assistance.
• If you believe your e-mail may have been compromised, submit a new ticket from a new, secure e-mail account. Please be prepared to provide proof of ownership, but we will do our best to help in this situation.

Update: 29 July 2014

Two requests:

• Do not ask for a review of someone else’s ticket unless you know that person. Culling random comments from other forums or social media is not appropriate.
• Always include a ticket number in your request.

766748 – Resolved.
761518 – As updated yesterday, this is still being examined and we hope for a fix soon.
778164 – Answered on Friday. Please update your ticket (respond to the e-mail) if you still need assistance.
781594 – Requested review; it may take a bit because ownership disputes are very sensitive.
750877 – I re-sent the e-mail today.
freya icyian.8192 – There are no tickets in the system from this name. Please provide a ticket number or submit a ticket, as appropriate.
771796 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.
765913 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.
780117 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.
787289 – Final Answer: The account was closed for the use of a disallowed third-party program. It was not hacked by an unknown third-party; the termination will not be reversed.

Please note:

• Responses flagged as “Final Response” will not be reviewed again.
• If you still need assistance and your ticket is at least three days (72 hours) old, feel free to post in the Tickets for Review – 3 Days and Older – Part 2 [merged] thread at the top of this forum.
• Please do not submit duplicate tickets for the same situation. Instead, please update your ticket by simply responding to the most recent e-mail with the ticket number in the subject line.
• Please do not post in multiple threads on the forums asking for assistance.
• If you believe your e-mail may have been compromised, submit a new ticket from a new, secure e-mail account. Please be prepared to provide proof of ownership, but we will do our best to help in this situation.

You submitted your tickets at 5:00 PM and posted immediately.

This forum is not intended to expedite your responses, nor to follow up on issues that haven’t even had time for an agent’s initial review. Account compromises take time, because they must be reviewed with care to ensure the account is given only to the legitimate account owner. If you’re asking for movement between servers or for an account restoration, that too takes time.

Please do not submit any additional tickets. One has already been merged and your first ticket – 800118 – will be answered when there is information to provide or questions to ask. Tickets are answered in the order received and will be addressed as quickly as possible.

Just to round this out for completeness and to avoid leaving a misimpression about this matter: I just reviewed your ticket and note that you updated to say you made the purchase from your “recent purchases” column and realized you’d erred in the purchase. This is confirmed by our game logs.

So this was a case of mistaken purchase and there is no bug in this case.

Jonas, if you need personal assistance with this, feel free to submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. The team should be able to help you.

Please submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, because that will create a ticket within the support system. You are not required to provide all the information but may leave fields blank when you cannot accurately complete them. The team will need to verify your ownership of the account, but I believe they should be able to help you.

If you later need to update your ticket, simply reply to the e-mail associated with the ticket (with the 6-digit ticket number in the subject line) and provide any new information you wish to have added to your ticket.

Update: 1 August 2014

789248 – Resolved.
795910 – Resolved.
762211 – I updated two e-mail threads about this internally but so far do not have any new information to share.
793364 – In the queue for assistance. Apologies for the length of time you’re waiting.

stale — I feel bad, and sorry that we can’t completely address this to your satisfaction.

As I said, I have a question out asking if we might have a bug. If I learn more I will update this thread or contact you. You remind me of the process, and it seems odd that those actions could happen with a single click. In fact, they can’t. But people get distracted, things can stall momentarily in the process… there are a lot of ways something odd can happen. I can’t explain it, but I’m trying to figure out what took place.

I appreciate that you understand how a refund isn’t possible. Being able to offer such a remove upgrade/refund gems service is something we’d all really like to do and I’m hopeful that someday we will be able to do that. Right now, I want to again say we all appreciate your support and your understanding, and are sorry we can’t help further.

stale.9785:

I encountered a wonderfully odd thing with the gemstore, wherein I was buying Black Lion keys, and received a character expansion slot instead.

Now, having already contacted support, and gotten their response that they will not be removing the character slot and refunding the gems, I’m wondering if it’s that they can’t refund gems, or they won’t.

The answer to this particular question will be the difference between me ever supporting the game again, or not.

I’m finding this particularly amusing, since my gem purchase and attempt to buy keys was my first burst of supporting the company after an extended period of refusing to give them money since they hadn’t done anything I viewed as deserving of it. My reward? Receiving an item I had not intended to purchase, and being told it’s my problem.

Later all,

Stale

First, thank you for buying gems to support the game. We really appreciate it.

I’m sorry that you didn’t get what you intended to buy. I have already started checking to make sure, but as far as I know — and I usually hear of issues pretty quickly — there isn’t a bug that gives someone the wrong BLTC product. Again, I’m sorry for what happened, but I believe this issue arose through simple human error on your part (no offense intended!)

The reason we cannot undo this transaction is that, quite frankly, we do not have the tools to make changes to the core account and its upgrades. Replacing or refunding the wrong item is a different process than removing an upgrade. (If we can’t process an item request it would be for a different reason.) So the request was declined because we cannot reverse the acquisition in a way that’s fair and equitable for the player but that has no potential for negative impact on the game economy.

Clearly, replacing gems while allowing the upgrades to remain in place is not a prudent policy, as it would encourage a lot of abuse. And that’s where the “game economy” comment came in. If we refund for upgrades and allow the retention of the upgrade, we’re inviting people to try to “eat their cake” (get a refund) “and have it too” (keep the upgrade).

I am very sure your request is legitimate, and I hope none of this is off-putting to you. I’m just trying to offer a truthful explanation about why we cannot issue refunds for account upgrades.

Edit: Confirmed — no bug in relation to this incident.

Yes, please do try again and include all dashes and spaces.

If that does not work, our team may be able to help. You can submit a ticket by clicking “Support” at the top of this page and then clicking the “Submit a request” option. Provide as much information as possible in the web form, because that will create a ticket within the support system. The info you should provide is the full code on the card, where you bought it, and from whom. Also, please provide the exact message you get when you try to redeem. That should help the team figure out what’s going on.

Noobix.3958:

Uh oh. Gaile just had a really kittenty day at work. Thanks for your efforts Gaile! The community appreciates it.

No, actually, that’s a good day for me! Not because we had an issue, that’s bad, sure. But we were able to explain to our players, and I love (absolutely love!) transparency and being able to say what happened and what we’re going to do to get it fixed! Then, we were also able to get this fixed on an individual account basis, and with two waves, for everyone impacted. This is all good! (Well, except for the initial issue, but hey, fixing stuff FTW! )

I walked out of work feeling like we’d done a good job under trying circumstances, and I was so grateful for the agents who helped me look at the accounts and get back word to players, in real time, about the corrections we were making.

But thanks for your kind words, Noobix, that’s really nice of you.

GreytheRaven.3492:

I’m in! Woohoo! Thanks for getting this resolved.

Follow-up question, can I continue to farm foxfire? I’m not clear is this was a warning or an accident on anet’s part.

Glad you’re ok. And yes, by all means, farm! The issue has been reviewed and there really should not be a repeat of this incident!

GreytheRaven.3492:

This is for account deejayberzerker.1940. That’s my main acct (banned from forums too I guess). I’m on the one I purchased for my son to post here. The ticket number is

796137

I have another one but this one is the heart of the matter. Please feel free to communicate via that email (for the deejay account) if you need any additional information. Thanks for your quick consideration!

This should be good to go, and the ticket is updated as well. Thanks for your patience.

Defend.9678:

I didn’t get my account back within 4 hours, I was waiting about 7-8 hours…

Yes, I think that was explained in the multiple updates in this thread. Of the players who were blocked in error, most were reinstated in less than four hours. A few — maybe a dozen or so — were not reinstated, but were taken care of this afternoon.

Ganntak.6532:

Can log into GW2 fine no problems been playing the pw just doesnt work for GW1 . Only linked for the HoM rewards regret doing so now lol.

I think you just need to create a ticket. Visit Guild Wars Support and then click “Submit a request” to start a ticket. The team will help you.

Please review the Naming Policy: https://www.guildwars2.com/en/legal/guild-wars-2-naming-policy/

This situation has been fully detailed in another thread, along with the resolution, both for individual accounts and for all those impacted: https://forum-en.gw2archive.eu/forum/support/account/Banned-for-botting-unnatended-play/first#post4253989

Because we have a helpful thread already open, we will close this one. Those of you with actual account issues may feel free to post in the relevant thread, even while I believe that everyone who was impacted — and those numbers were small — has been taken care of.

As a reminder, please do not use this forum for rants, venting, complaints, or hyperbolic commentary, particularly when it’s about a situation that is actively being addressed or, as in this case, has been addressed fully.

Update as of 2:47 PM (31 July 2014):

Our team just did another pass to reinstate impacted accounts, as it was clear that a few players were missed in the previous attempt to unblock the erroneous closures. We could tell there was a small glitch because such a small number of accounts were blocked and yet posts appeared here saying that certain accounts still were blocked.

Now, naturally, in order for the reinstatement process to work, the account must have been blocked for the identical reason and in the proper timeframe — and not in an unrelated closure. But since that was the case with a few players in this thread, we knew that a second pass was needed.

With this new run, I believe all those impacted by this incident are now back to normal. If someone still is blocked, ask him or her to submit a ticket and we’ll continue to track this.

Again, we really appreciate the patience of our players and their understanding as we worked on getting everything ship-shape for all those impacted.

Zach.9568:

To Gail, she just was able to log into the game. She is super excited and is smiling like crazy. Thank you so very much for your help! You’re the best!!!!

daliance.6713:

it was fixed thank you gaile

Kauna Arget.7052:

Thanks. Quick update: my guildie daliance can now log in again. She’s sooo pleased!!

Excellent. Thank you for updating us. I’ll post an update in just a moment.

Eliezra.6780:

One of my guildmates was farming for Foxfire and was banned for botting today.

Account Name: Linaeus.6253
Ticket Number: 795638

It’d be great if this can get cleared up so he can play today. Thanks!

This is now A-Ok!

Rebound.3409:

QUESTION: If i start farming foxfires like a demented lunatic again…do i still risk getting banned or was the system fine tuned for not having this blunder happen again?

You should be absolutely peachy! That is to say, you are not at risk of an account termination for doing honest harvesting. If you were to start using a bot to do it, well, that’s a different story. But I’m sure you are talking about real farming and that’s ok.

Rebound.3409:

“Rebound.3409” FIXED i just got ingame. I wanted to say a sincere thx for identifying it was an error.

Only thing i REALLY disliked and was extremely infuriating, was not having the possibility to post on the forums. Being from the EU, it took over 6h to get a guildie to post here, otherwise it would have taken much more.

Anyway THANK U!

You’re very welcome.

Zach.9568:

My wifes account was banned due to botting, she also has been farming foxfires recently, she cant log in to her GW account or the game. Any help would be greatly appreciated.

Her account name is Reia.3852
The ticket number she sent in is #795682

All clear and ticket updated to let her know.