Feedback talk:Gaile Gray/Archive Support Issues/Jan - Feb 2011

Ladder
http://www.guildwarsguru.com/forum/ladder-frozen-t10464600.html


 * Known. I passed it along days ago and it has been dealt with. In the future, it would be a courtesy to write a few words about a subject rather than simply posting a link to a forum thread. I'm a busy woman and I'd like to not feel I'm wasting time following links to matters that are already in hand. Thank you. -- Gaile [[Image:User gaile_2.png| ]] 07:42, 4 January 2011 (UTC)
 * If you'll look at the timestamp, I had posted this the day the bug came about, which was five days ago and four days before there was any kind of notification that Anet was even aware of the issue. I don't see how it was possible that you "passed it along days ago" before I posted it. --Lemming 21:10, 4 January 2011 (UTC)
 * Because it was more important to deal with it than to respond in twenty places to make sure everyone knows it's being dealt with? -- ஸ Kyoshi [[Image:User_Kyoshi_sig2.png|19px]] 00:23, 5 January 2011 (UTC)
 * There's no exact delta between passing something along and the correction of an issue, particularly during a holiday break. But no matter. I believe everything's fine now. Do feel free to update me if there are continuing issues. -- Gaile [[Image:User gaile_2.png| ]] 00:49, 11 January 2011 (UTC)
 * And I see in the post immediately below that you have concerns about the times of the AT (particularly for North America). I can understand your opinion on the matter, and as I said in the relevant thread, I've again passed along the info to Live for their review. If I get additional info, I'll post here. -- Gaile [[Image:User gaile_2.png| ]] 01:09, 11 January 2011 (UTC)

Ncsoft Account [Incident: 110102-002782]‏
Hello Gaile! On the 2th January i got an email saying that someone from this ip:38.105.20.99 had reseted my account password, i don't live in America so i knew that it wasn't my ip address and immediately contacted support. After trying to reset it again in order to get a new password i noticed that my account was linked to an Ncsoft master account. I don't have the Ncsoft master account information and think i only made it in order to get the 4th anniversary storage pane. I tried to explain to support that i no longer have the cdkeys that are linked to my account, but i provided them with the credit card used on it and a character name. Why won't support give me my Ncsoft account back so that i can change the password and get my account bacxk? does it really take two days to give me a new password for it?-- Azum 12:52, 4 January 2011 (UTC)
 * Patience. Remember that with time-zones, the actual amount of viable work hours between you sending the request and you posting here could be less than you might expect. Also, many companies gave Monday off in lieu of New Years Day. G R E E N E R  17:59, 4 January 2011 (UTC)
 * Looks as if this issue was resolved the same day it was posted here on the GWW. If there are continuing issues, please update your support ticket so that a team member can give you a hand. Thanks. -- Gaile [[Image:User gaile_2.png| ]] 01:27, 11 January 2011 (UTC)

AT Schedules
I believe that in this case, it'll actually save you time to click the link, since the original post should be sufficiently informative. --Lemming 21:10, 4 January 2011 (UTC)
 * I knew the team was working on the issues with the ladder and the AT, but I have relayed the thread link and some background info to the Live Team so that they can examine the time changes. -- Gaile [[Image:User gaile_2.png| ]] 01:07, 11 January 2011 (UTC)
 * There's still been a distinct lack of an official announcement about this. I was fortunate enough to receive an explanation off the record, but it'd be nice for everyone else to know. --72.253.204.205 00:08, 17 January 2011 (UTC)

[Incident: 110103-002589]
Hey Gaile, I'm getting zero help from support so I was wondering if you could help me out. Four days ago my account was given a 2 week suspension for GvG match manipulation. I was kind of baffled by this as I haven't played a GvG match (except for one snowball AT) in almost a month and I've never participated in guild syncing. I sent in a support ticket right away asking that the team take another look at the case or at the very least explain to me what I was suspended for so I could avoid doing it in the future. I received an email the next day stating that my ticket was being escalated to superiors. Since then three days have passed and I've heard NOTHING from the support team! I'm getting kind of desperate here and I'm hoping you can help me out. Has my ticket been lost in the shuffle or something? It just seems weird that a ticket would be escalated and then not have any action taken on it for three whole days. I'd really appreciate anything you can do to get this resolved.--TahiriVeila 16:52, 7 January 2011 (UTC)
 * As almost the same to the reply to the post above, Patience is key. You say you got it (about) 4 days ago? the support team (i guess) are quite busy with all the incidents they get, so give it another 3-4 days, if nothing, comment back. -- Neil • User Neil2250 sig icon6.png 17:03, 7 January 2011 (UTC)
 * patience my friend. --Dragon7 cape emblem.png The Holy Dragons 17:03, 7 January 2011 (UTC)




 * Gaile will say for certain, but it appears that 72 hours (3 business days) have passed since the last time that Tahiri received an update. In which case, an escalation seems reasonable. @TV: you could also try updating the existing ticket; usually, Tier 1 support will take a look again and ping the appropriate people to get a status update. (At least, that's how it works in the firms for which I've worked.) — Tennessee Ernie Ford ( TEF ) 18:09, 7 January 2011 (UTC)
 * Yes I tried that. I responded to the last email i received (which was just a statement that the ticket had been escalated to senior staff and was sent to met three days ago, 24 hours after the ticket was submitted) yesterday afternoon asking for an update on the status of the ticket. I did not recieve a response to that email, which is why I came here to Gaile's page. Thanks for understanding my situation and trying to help though.--TahiriVeila 18:20, 7 January 2011 (UTC)
 * So no response from support here, through the ticket, or email today. Am I basically screwed until monday? It almost seems like it'll be quicker/easier to just sit out the remaining week than to try and get in touch with support at this point...--TahiriVeila 03:36, 8 January 2011 (UTC)


 * I've seen Gaile respond at all sorts of hours. For now, you've done everything you need to do to expedite a response: you've updated the ticket, you've left a message here, and you've waited. There's a small chance that people will be around to handle things during the weekend...and they have people working various international time zone business hours, so Monday might be sooner than you think.


 * In the meantime, in your shoes, I would wait until my local Tuesday before trying again. There's all sorts of possible scenarios...and even the best of them require people taking the time to follow-up. Good luck. — Tennessee Ernie Ford ( TEF ) 03:51, 8 January 2011 (UTC)

Turn-around time for tickets generally is shorter than you've experienced, Tahiri, and I'm sorry that your response has been delayed. I looked into the matter on Saturday but needed to wait until today to actually speak to someone about the matter. You should have a response today. If you do not hear by 5:00 PM Pacific on Tuesday, January 11, please update me.

I'd like to make a general request: Please do not send requests for assistance to multiple ArenaNet Team members. I'm the Support Liaison, and I am happy to help and will respond when it is possible for me to do so. Please don't ping additional ArenaNet teams or team members when you can be assured I'm on the case. In particular, if you send me a request on a weekend, please give me a business day or two for me or the team to get back to you. Thank you for understanding. -- Gaile 20:28, 10 January 2011 (UTC)
 * Thanks Gaile, I really appreciate it. Sorry if I made life a little difficult for you, I've just been a little freaked out about the whole situation.--TahiriVeila 21:37, 10 January 2011 (UTC)
 * No problem, Tahiri. I understand that this is a stressful situation. I feel sure it'll be resolved very soon. -- Gaile [[Image:User gaile_2.png| ]] 00:38, 11 January 2011 (UTC)

DLLs and their ramifications
Can't texmod even be considered cheating or giving a player an unfair advantage? It's basically an underlying graphic interface that gives the user an atypical unfair advantage in missions, pve, and general pvp play.

KSmod used an injectable .dll that modified gw.dat to allow for high-res graphics in pve outposts. Like I said, it uses a .dll injection which was targeted in the bot bans earlier in 2010. Maptraveler is another mod that uses a .dll injection that allows players to travel to unlocked locations without the necessity of ferrying. For me, this allows me to play the game without getting constant errors stating that my connection was lost. I'd say that is as benign as Ksmod, but it does modify the gw.dat file with the injection. Why should that get me banned when KSmod also uses a .dll injection?

How can the game integrity team determine whether a .dll injection from a graphics booster program be worse than a texmod graphical interface alteration to allow for unfair pvp and pve play.

You're probably going to say "use at your own risk", but logic states that I should not have been banned for a maptraveler program. Calvin2011 06:44, 10 January 2011 (UTC)


 * See Anet's response. G R E E N E R  06:50, 10 January 2011 (UTC)


 * I had been waiting for an answer for half of that question for quite a while. Unfortunately, Gaile never chipped in - just a bunch of people with rather benighted opinions about what constitutes an advantage. --Lemming 00:19, 17 January 2011 (UTC)


 * I do not have the bandwidth to join the many worthwhile topic pages that are scattered throughout the Guild Wars Wiki. With all my other responsibilities, keeping up with this page is really the best I can offer, and as you can see from my posting times and days, I'm generally doing that on my own time, as I am doing now. If your question is, "why was I banned?" the answer is "Because you used a disallowed third-party program." -- Gaile [[Image:User gaile_2.png| ]] 06:52, 17 January 2011 (UTC)

NCSoft Security lacking again?
Yes, I've just got the dreaded e-mail.. "Someone at blah blah blah, has reset your password..". Checking with the guild it appears I last logged in on the day the e-mail was sent (I personally last logged in on New Years Day for the hats), so I know it wasn't me.

So the question now becomes how the fudge did they get my NCSoft password (and I know NCSoft is the culprit because all 6 of my accounts passwords got changed at the exactly same time, when all the actual game accounts themselves had different RANDOMLY GENERATED passwords).

I don't give out personal information online (see my username). I've been using PC's for over 25 years, have a hardware and software firewall, 3 different security programs and an anti-virus all active and all up-to-date. So it only leaves someone hacking my NCSoft account (which incidentally I actually haven't used in over 9 months).. According to my guild leader I'm the 3rd person in the last 2 weeks to have been hacked like this. So I'd be interested in hearing why someone in NCSoft thought that a user in Singapore wanted to change the password of a UK game account, and what they plan on doing to stop this happening again in future. --The preceding unsigned comment was added by User:Anon-e-mouse (talk).


 * Hi. First, I'm very sorry that you've had this experience. Secondly, I have checked with a few associates, and there is nothing pointing to a GW or NCMA security vulnerability of any sort. What I noticed in your comments here is that someone logged onto your account. How do you believe they obtained character name information that allowed them to access your Guild Wars account? -- Gaile [[Image:User gaile_2.png| ]] 00:28, 11 January 2011 (UTC)


 * My NCSoft Master Account has my 6 GW's accounts stored there (because I linked them for the 4th birthday storage pane, bad idea in hindsight). After a bit of checking my main account was apparently logged in on Friday evening/Saturday morning.  This I can understand because I have posted on a couple of forums (GWGuru) which has the character names of some toons from my main account.


 * Checking with the guild where my other accounts are residing, apparently they have *NOT* been logged into recently. I suspect because the character names on those accounts have never ever been published online.


 * NCSoft support has now confirmed that the accounts are locked. I'll be starting the process of proving the accounts are mine when I get home from work tonight.  The main problem is though, to get a password reset meant getting 2 pieces of information, my college and my father's middle name.  My work collegues (of over 4 years) will testify that they don't even know my fathers first name, let alone his middle name.  None of this information is stored on my PC's and no-one outside of my immediate family would know the information anyway.  This to me seems to suggest there is a breach of NCSoft security somewhere, as I simply DO NOT divulge this information online (or even offline).  All I can tell you is that all 6 accounts had their password reset within 4 minutes.  This to me points to the person breaking NCSoft's website security.  I haven't logged into my NCSoft account in over 9 months, so it's NOT a keylogger or even a person with access to my PC. 195.183.80.137 11:58, 11 January 2011 (UTC)


 * Sorry for identing, the above was me Anon-e-mouse 12:02, 11 January 2011 (UTC)


 * Ok, so are you saying that the game account has not been accessed since the password change? You seemed to state earlier that your guild members had informed you of account activity on a date that you know you yourself were not logged in. I cannot look up the most recent access because you have not provided me with a support incident/ticket number. I also cannot look up access to other NCsoft games -- were any of those accounts actually accessed?


 * The way that a thief gets someone's password generally does not involve figuring out that password based on knowing personal information about you. The thief gets the password from another use on another place. You can have the most secure, most obscure password ever, but if you're active on other sites and you use that password, a thief who gains access to that site's database will then have the password for your game or master account, too. (The second most common way that thieves access accounts is via being given access by the account holder, via a shared account, a resold account, someone in a home finding a password written down, etc.) You mention random password generation for your game accounts, but that doesn't seem to be the issue. It's your NCMA password I'm wondering about.


 * Again, there's no evidence that NCMAs are at risk. If there were a security vulnerability, it seems rather obvious that NCMA accounts or game accounts would be being breached in huge numbers, and that's not something our Security Team would miss. So nothing points to a security breach of a general kind, but rather, all signposts indicate that the passwords for the game accounts are being changed based on access to your NCMA. If you want to provide me with your incident number, I can look into this further. -- Gaile [[Image:User gaile_2.png| ]] 20:38, 11 January 2011 (UTC)
 * Anon seems to be saying that he/she has 6 Guild Wars accounts, and while the passwords for all of them were reset, none but the one (for which character names were apparently posted somewhere) have been actually logged into. -- ஸ Kyoshi [[Image:User_Kyoshi_sig2.png|19px]] 21:35, 11 January 2011 (UTC)
 * Yes, but the question is: How did someone get access to the NCMA and get a way to tie the NCMA user name and password to a character name posted elsewhere. In doing "detective work" on account security issues -- and believe me I'd done a lot -- there has to be a case of commonality: "I used a common credential on the account tied to my character name." For instance, "I created a forum account, used the same user name as my NCMA, and exposed my character name in that particular forum." I don't have all the threads of this yet, so I will await word from the OP, including the ticket number so I can verify if/when any accounts were accessed. -- Gaile [[Image:User gaile_2.png| ]] 21:53, 11 January 2011 (UTC)
 * Darn edit conflict, oh well that's that text all gone.. Incident Number: 110110-006067, in the meantime I'm about to send over 30+ CD keys to support. Anon-e-mouse 22:01, 11 January 2011 (UTC)

According to my review of the ticket, the information that you provided -- and it's great that you had that available! -- was more than helpful, and your master account is reset and all game accounts should be accessible by you. Obviously, I would heartily recommend that you immediately change your passwords on all accounts. Please let me know if there's anything else I can do for you. -- Gaile 02:16, 12 January 2011 (UTC)
 * Gaile, with reference to the above incident could you e-mail (as I'm sure discussing this on a searchable webpage is not the best idea), me any details about the number of login attempts made on each account, as for some reason I honestly can't fathom MORE THAN ONE account was accessed. Now the main account I could understand, for reasons given above.  However NONE of the names of ANY of the toons on the other accounts have been posted anywhere on the net.  So I have to question how they managed to breach the other accounts, was it brute force/inspired guesswork or was the character name known when the other accounts were accessed?  Anon-e-mouse 15:10, 12 January 2011 (UTC)
 * Hello, Anon. Please contact Support to answer your questions. You can simply update your ticket and one of the agents will respond. Thanks. -- Gaile [[Image:User gaile_2.png| ]] 19:45, 12 January 2011 (UTC)

AT Schedules
Hi, I believe you may have mistakenly archived one of my questions. For your convenience, I've reposted it. --Lemming 04:22, 20 January 2011 (UTC)

I believe that in this case, it'll actually save you time to click the link, since the original post should be sufficiently informative. --Lemming 21:10, 4 January 2011 (UTC)
 * I knew the team was working on the issues with the ladder and the AT, but I have relayed the thread link and some background info to the Live Team so that they can examine the time changes. -- Gaile [[Image:User gaile_2.png| ]] 01:07, 11 January 2011 (UTC)
 * There's still been a distinct lack of an official announcement about this. I was fortunate enough to receive an explanation off the record, but it'd be nice for everyone else to know. --72.253.204.205 00:08, 17 January 2011 (UTC)
 * The matter was fully resolved the first week in January. I am not sure it would be a necessary or prudent expenditure of time to revisit a discussion about a corrected issue, but if there's a reason to repost and continue such a discussion, please let me know. -- Gaile [[Image:User gaile_2.png| ]] 04:43, 20 January 2011 (UTC)
 * Because I'm curious whether or not there is or will be any statement regarding the issue. Having the automated tournament schedule be that incorrect is a far more significant problem than most of the bugs that merit an announcement in game updates, yet for whatever reason, there yet to be any kind of acknowledgment that there was ever a problem. --Lemming 08:09, 20 January 2011 (UTC)
 * I am confused, then, for there have been many official responses and updates about this issue; no fewer than four previously, and with this thread, a total of six. Please see archive comments for a reminder of the threads that you started and to which I responded multiple times. The wiki comments included acknowledgment of the situation, expansion of acknowledgment, an update that the matter was being worked on, and a note when the issue had been resolved. The steps that were taken to amend the problem did not require a build, and therefore there were no build notes. I think this topic has been more than adequately covered. :) -- Gaile [[Image:User gaile_2.png| ]] 21:51, 20 January 2011 (UTC)
 * I am confused, then, for there has only been one response from you about this issue, which served only as an acknowledgement that an issue may have possibly potentially existed. Please see archive comments for a reminder of your singular reply.


 * However, you are correct in that the problem did not require a live update to correct. Still, having the only recognition of such a significant problem be on an employee's talk page seems unsuitable. --Lemming 01:38, 21 January 2011 (UTC)
 * Whoops, looks like I counted pawprints rather than the content of the messages. :) In the future, what sort of communication would you like to see? This is my means of communication, and the page is really intended for support issues such as delayed ticket responses, requests for help with a ticket, questions about policies, and that sort of thing. Assuming you wouldn't expect that there'd be a post on the news page about this sort of thing, what would you look for, and where? -- Gaile [[Image:User gaile_2.png| ]] 03:21, 21 January 2011 (UTC)
 * Joey posts on Team Quitter occasionally, and I believe Martin does the same on Wartower. Between those two forums, you're reaching enough of the serious GvG community that the information will get to everyone who needs it. Failing that, a post on Guru will be less useful but probably will be better PR. --Lemming 06:52, 21 January 2011 (UTC)
 * Ok, I'll pass that along with, I hope, your understanding that I'm just helping out when I relay reports of this nature to the team, or when I post about it on the wiki or respond to those who post on my page. (That whole "support versus game bugs" distinction again.) I do not and would not tell other team members what to do or when to do it. The decision to post a notification or an update will rest, as it should, with individuals more closely connected to matters of that kind. Thanks for your suggestions, though -- they make sense to me. -- Gaile [[Image:User gaile_2.png| ]] 07:12, 21 January 2011 (UTC)
 * If you (that is, the Guild Wars team) made more frequent use of the login page announcements, things like this could also get out quicker that way. :) -- ஸ Kyoshi [[Image:User_Kyoshi_sig2.png|19px]] 02:24, 22 January 2011 (UTC)

New costumes removed too early
Apparently the wintersday costumes are no longer available in the ingame store, when they were advertised as available until the 16th. --The preceding unsigned comment was added by User:TahiriVeila (talk).
 * To be clear, the costumes are still there. It's the Balthazar+Melandru package that was removed.  --Valshia 16:42, 13 January 2011 (UTC)
 * But the Pack itself was supposed to be there till the 16th, that's what Tahiri is getting at. -- Neil • User Neil2250 sig icon6.png 17:11, 13 January 2011 (UTC)


 * I'm still seeing B, M, and B+M at the NCSoft store. — Tennessee Ernie Ford ( TEF ) 17:39, 13 January 2011 (UTC)
 * I am seeing them as available in the store, too. Can you explain? -- Gaile [[Image:User gaile_2.png| ]] 08:01, 15 January 2011 (UTC)
 * They're in the website store, but not the in-game store. At least, I'm not seeing them, either.--Res 21:20, 15 January 2011 (UTC)

Botting In JQ
I know this will probably fall on deaf ears. but before i decide to totally give up I'll give this one last shot...

Almost everytime I login to Gw - I get a msg telling me how Anet/NCsoft banned over 3000+ accounts for botting or misbehaviour etc etc etc. So, why are there still so many bots in JQ? a lot of the bots are 'regulars' and have been there pretty much non-stop for about a year. Ive always reported bots but im just giving up because nothing ever seems to get done about them and they are free to do as they please, and they do ruin the game especially the PvP aspect of GW because they are just 'empty' players that just run around attack the closest red/blue dot and have no reguard for teamwork or stratgy/tactics. and there are so many of these 'empty' players around I half expect to load in with a full bot team when i join for a round of JQ.

I was talking about it with a friend earlier and we both agreed that if some regular & responsible players were given low level ingame powers that can ban bots then that would really make a difference to the game. me and my friend both agreed that the power could be abused - fair point. but there has to be an official NCsoft/Anet staff that will be the leader of this team and Log the amount of times or uses of the low level powers to make sure they are not abused. Im not saying to give everyone the power but a select group of moderators who will monitor PvP and keep it garbage free. while the rest of the main NCsoft/Anet team thats responsible for banning bots watch the other areas of the game because its clear that not enough is being done to stop botters. Im sure there are thousands of people who are willing to volunteer to moderate JQ/FA to make sure that no team is at a disadvantage. and if the botters do open another account once theirs have been banned then the moderators are always still around to make sure everything is kept bot free.

The way it is now is more then just a joke and its not as if JQ or FA is short of players. there are plenty of players for JQ/FA but there are also plenty of bots that get in the way and reporting them doesnt seem to work.

Please put the idea across to the right people (probably the head dev?) because having a few volunteer moderators to get rid of all the trash would make JQ/FA so much more enjoyable. If not, then i just give up with it alltogether 188.28.100.206 00:27, 4 February 2011 (UTC)


 * Giving any player the power to suspend or terminate the account of another player is a terrible idea which will never be implemented in ANY mmo. Sorry pal.--TahiriVeila 00:49, 4 February 2011 (UTC)


 * I know thats why i said the team leader has to be an official NCsoft/Anet staff. to make sure the people selected dont abuse the power. its still worth a try IMO - if people are willing to volunteer and do it for nothing, Anet/NCsoft should welcome the idea as we arent official staff and we dont get paid to do it. and its not a terrible idea - unless you're saying that everyone in GW is abusive and irresponsible? the idea could work. and in anycase its not a 'PLAYER' that gets terminated, its a BOT not a real player. its a win win situation on NCsofts behalf - they get people to do their work for them for nothing.188.28.100.206 01:00, 4 February 2011 (UTC)

Nothing but the opportunity to ban anyone who irks them. And yes, most of the players would be abusive and irresponsible with these powers. Remember, the age limit for the game is only 13 and up. Do you really want angsty gamer teens deciding your fate? -- ஸ Kyoshi 01:28, 4 February 2011 (UTC)
 * "if people are willing to volunteer and do it for nothing"


 * You are not the first person to suggest this, and I appreciate the thought you put into your suggestion. However, there really are tremendous risks in such a system. Game developers have tried using volunteers in various in-game roles in the past. I was witness to one such effort in the first MMO I played. That program shuddered and died due to a variety of, shall we say, "very bad things" that happened in relation to the program. Since I joined the industry more than a dozen years ago, I've learned of other programs that have also been connected to "very bad things" that no player, no game developer, and no game publisher wants to see.


 * The bottom line is that while having volunteers looking for bots might seem an easily solution to the problem, it brings a whole new set of other problems with it. And quite frankly, the problems it brings are far more serious than some a bot (even while I agree bots are frustrating!). I love the idea of volunteers and I know volunteers are extremely valuable on many levels. In fact, IRL I manage a team of more than 50 volunteers for the Seattle Symphony, and I give my time to several organizations as a volunteer. I guess I just want to say that if ArenaNet heads in that direction -- and I have no indication we will -- we will go very carefully, learning from the successes and failures of past programs.


 * At this point, we have been able to boost our bot observations. We take out bots every day, and I am hoping we'll be able to do even more in the future. -- Gaile [[Image:User gaile_2.png| ]] 01:38, 4 February 2011 (UTC)
 * Thanks for your fast reply Gaile. I do acknowledge that that implementing such a system is very high risk but. if a small effort was made to recruit some more mature players other then the 13y.o that has a grudge against the world. it doesnt matter if its just one or 2 people, it will still do some good and as the teams shuffle at the end of and start of every JQ/FA game and no doubt bots will join the team and the mod can ban their account. if the mods were to log bot activity before banning them then submit then logs to the team leader then that would show that we dont click ban/terminate button as soon as we see a player who we think is a bot. There are so many bots in JQ - all of them are even more regular in JQ then me (because unlike them, I need at least 2hrs sleep a night) Having volunteers just simply looking for bots is a pointless as you guys are probably really busy with GW2 to always be glued to your screen and following up bot reports. but if 1 or 2 individuals were given mod powers then that could potentially take a lot of work and stress off your team so you can focus on more important things.


 * Please look into the bot problem in JQ/FA, Farming bots are a problem too but they dont have much effect on the game as much as loading in with a team thats 90% made up of bots in JQ, and PvP bots should take overall priority. Because if there are this many bots right now. It doesnt really fill me with much confidence in GW2. Handing a little power down to the comunity and let the community give something back :) If i was selected as mod - Id take full responsibilty for the accounts i have banned, and if i do abuse my position as a mod then I will give up my accounts without question (its amazing how i take this so seriously lol) 188.28.100.206 02:11, 4 February 2011 (UTC)


 * As I said, we're keenly aware of the bot and leeching problem in JQ. I discuss it weekly with the Support Team, and I recently suggested some new methods for addressing the issue which Support has taken on board and has recently implemented. The Live Team is considering some remedies, as well. I have an extensive background in working with volunteers both in real life in and on-line situations. Based on that experience, I believe the way we're heading is preferable to bringing on volunteer GMs at this point in time. -- Gaile [[Image:User gaile_2.png| ]] 02:18, 4 February 2011 (UTC)


 * well, Id like to volunteer when/if the opportunity becomes available. (and sorry - i totally forgot i had a wiki account = just logged on) it would be a honor to nun-chuck a few bots for NCsoft/Anet, get some revenge for games they made me lose! >:( and of course putting an end to all this mess Belladonna Imperia 02:34, 4 February 2011 (UTC)
 * Please note: We are not accepting volunteers. If we decide to institute such a program, we'll post about it. But please understand: based on everything I know and have been told, we are not considering putting such a program in place. Thanks for understanding. -- Gaile [[Image:User gaile_2.png| ]] 02:48, 4 February 2011 (UTC)

Hi, I am Asendji, have not been that active on this wiki and am also new to it. Just wrote some ideas on how Warriors and Paragons should be improved in PvP, to make them act better but still no positive reply. Your idea is great, but staff members should decide to ban botters, while some volunteers can just follow them and bring evidence against them. I am sure there are sooo many who hate them, that their hatred makes for any payment they should feel entitled to, shortly said, they'de feel good to clean/ rid GW of botters just because they hate them so much. I am sure that volunteers will appear as soon as a message that they are sought for appears, and am sure almost all of them will have some fancy video cameras to film them. If not, normal cameras are good too to photograph the bot's behaviour (also, in-game Print Screen works even smoother). --The preceding unsigned comment was added by 92.80.182.104 (talk).
 * "Evidence against them" is what reporting is supposed to do, though. --ஸ Kyoshi [[Image:User_Kyoshi_sig2.png|19px]] 20:16, 20 March 2011 (UTC)

HoM FAQs Broken link
Hi Gaile! I was wandering around the HoM calculator page, and noticed you guys had a pretty broken link on the FAQs page, in the text

"your character has with the Monument of Honor wiki page to see if it qualifies."

The bolded text does not contain a link back to the wiki page but instead contains a looped link back to the HoM FAQs page itself. Just thought I might give you guys a heads up. --Sage  Talk  17:16, 7 January 2011 (UTC)
 * Oh hey, thanks for that report. I've passed it along! -- Gaile [[Image:User gaile_2.png| ]] 20:30, 10 January 2011 (UTC)
 * Update: I just heard back from a team member and there may be a delay in getting this link fixed but it is on the To-Do List. :) -- Gaile [[Image:User gaile_2.png| ]] 00:40, 11 January 2011 (UTC)

Help with [Incident: 110211-002203]
Hi Gaile, I was just wondering if you could take a look at all the information relating to the ticket number in the title, I would elaborate here but it would just be a convulated mess of all the emails I've already sent them, thanks alot for your assistance. HappyFeet 19:48, 14 February 2011 (UTC)
 * I am looking into this now. -- Gaile [[Image:User gaile_2.png| ]] 23:24, 14 February 2011 (UTC)


 * Thanks, it appears that as of now everything has been resolved, with positive results :). Thanks for all of your help with this.  HappyFeet 16:53, 16 February 2011 (UTC)
 * You're welcome, HappyFeet. I was very pleased to be able to assist. :) -- Gaile [[Image:User gaile_2.png| ]] 04:50, 17 February 2011 (UTC)

Help with Guild Wars 2 Wiki

 * Help?

The loading times have become unbearable. Emily used to help but she no longer works for Anet, could you please pass something up to Big Guns Upstairs? :) Also, I think this problem persists here on this wiki as well. -  Lucian   3:58, 16 February 2011 (UTC)
 * Oh goodness, that is bad. I spend so much of my wiki time focused here, I had not been aware of the severity of the loading issue. I see there's an announcement, and we are aware of the problem. But I think it'd be good to do a little troubleshooting. Please feel free to answer the following questions if you are experiencing load delays with the Guild Wars 2 Wiki:


 * Are you having trouble loading specific pages or the whole GW2W? (Would you kindly check a few pages, and the main page, and tell me if there's a difference?)
 * Are you also having trouble loading this wiki or the official website?
 * If you are having loading issues, could you please provide your location? A country would be helpful. A city or state (or the equivalent) would be even more helpful.


 * I am going to let the Community Team know that I've asked these questions, as this is a sort of cross-issue involving both Support and Community. Because of the difficulties over there, it's easier to gather information over here. Thanks so much. -- Gaile [[Image:User gaile_2.png| ]] 07:28, 16 February 2011 (UTC)


 * Yes all pages on the GW2W
 * Only the GW2W, GWW has no problems (for me at least)
 * I live in The Netherlands.


 * hope this helps ^^ --User The Holy Dragons sig.png The Holy Dragons 07:56, 16 February 2011 (UTC)


 * for me it is sort of random what pages take a long time to load but still the majority
 * only the GW2W, gww and gw official site are no problem
 * I live in belgium


 * hope the input helps :) Naloj 08:28, 16 February 2011 (UTC)


 * All pages (late nights lead to me hitting that "Random page" button too much)
 * GW1 and GW2 official pages, and GW1 wiki are fine.
 * Vancouver, BC
 * G R E E N E R 08:39, 16 February 2011 (UTC)


 * GWW only; no problems with guildwars.com
 * All pages, infrequent issues: slow loading, scripts don't load (so page looks funny), very rarely: time outs.
 * don't visit GWW2 or guildwars2.com often; no problems detected.
 * US West Coast


 * Thanks for looking into this. — Tennessee Ernie Ford ( TEF ) 08:54, 16 February 2011 (UTC)
 * GW2W only; GW and GW2 pages load just fine.
 * All pages. Takes about 2-3 minutes to load one of the pages.
 * Colombia, (South America), state is Valle del Cauca.

-- Large 14:01, 16 February 2011 (UTC)
 * All pages on the wiki, though stopping and reloading tends to quicken it or something.
 * Official pages are fine, I think maybe once I had issues with GW1W but mostly just GW2W
 * Oshkosh, WI, USA
 * --ஸ Kyoshi [[Image:User_Kyoshi_sig2.png|19px]] 14:23, 16 February 2011 (UTC)
 * Only GW2W but all the pages of GW2W.
 * No problems with the other websites
 * Amsterdam // The Netherlands is where it's at. You should come here with a GW2 demo, in return ill smoke some legal weed with you.--83.82.62.210 14:31, 16 February 2011 (UTC)
 * IP you're putting the whole dutch race (or at least a big part) to shame... --User The Holy Dragons sig.png

The Holy Dragons 15:29, 16 February 2011 (UTC)
 * No u, why not do legal things that arent legal in other countries so you can lol at the people who have to do it illegally?--83.82.62.210 20:42, 3 March 2011 (UTC)
 * I, too, have had serious problems with GW2W, and thank you for taking the initiative in looking at this.
 * I have problems with every GW2W page, including the main page, but the main page tends to load faster than the rest. In most circumstances, the pages I access don't even open because they take so long. What I usually have to do is open the page on multiple tabs and hope one of them will open.
 * I experience similar issues on this wiki as well, but only on occasion.
 * I live in Provo, Utah, USA.  --Musha [[Image:User_Musha_Sigc.png|19px]] 16:37, 16 February 2011 (UTC)
 * Wouldn't it be Dutch nationality? Anywho.. all GW2W pages are slow for me. I live in California. -  Lucian 23:37, 16 February 2011 (UTC)
 * This is all being dealt with guys. Gaile is not the person who should be pummeled with all this. Please post any wiki problems, whether they are on GWW or GW2W on the Report a wiki bugs page. Thanks! -- Wyn [[Image:User Wynthyst sig icon2.png|19px ]] talk  03:33, 17 February 2011 (UTC)
 * My role with ArenaNet is to offer assistance to players in just about any venue. I may not be a wiki expert, but I know and have dealt with latency, connectivity and lag issues for 10 years. I'm more than happy for players to feel they can approach me about any number of problems on this page. This article should be viewed as an addendum to any wiki bug page discussion, not a replacement. But if I need to route this discussion elsewhere, I definitely will do so, and it's ok to provide info here after making a report. :) -- Gaile [[Image:User gaile_2.png| ]] 04:45, 17 February 2011 (UTC)
 * In that case, it has been slightly over a year since I asked Emily Diehl to have a link to GW2W put somewhere on the GW2 website. I don't suppose you could address that to someone or other? [[Image:User_Felix_Omni_Signature.png]]elix Omni 06:22, 17 February 2011 (UTC)

I just got a note that the technical team is taking a look at the load times for both wikis. They have noted an improvement in load times after making some changes, and they're now investigating the cause of the issue in greater detail. -- Gaile 19:13, 18 February 2011 (UTC)


 * That's great news, Gaile. Thank you for passing this along to the right people. — Tennessee Ernie Ford ( TEF ) 19:26, 18 February 2011 (UTC)

Unauthorized use of Copyright Materials

 * I felt this should be reported

I was sent a link as spam to this game and figured what the heck I'll check it out, after about 3 minutes I noticed they used a LOT of stolen artwork from Guild Wars especially monk skill icons. File:low_report.jpg this is a screenshot of the game showing a few of the stolen icons. I don't know if ArenaNet cares but I felt it should be brought to your attention. Kamikae 06:28, 15 February 2011 (UTC)
 * this would be better for Gaile gray. also what game is it?-[[Image:User_Zesbeer_sig.png|link=User talk:Zesbeer‎]] Zesbeer 06:47, 15 February 2011 (UTC)


 * World of Lordcraft --Dominator  Matrix  08:48, 15 February 2011 (UTC)
 * Unbelievable... - J.P.[[Image:User J.P. sigicon.png| ]] Talk  10:30, 15 February 2011 (UTC)
 * Given that this has been out for over a year, and the copyright violations against Blizzard were all the buzz when it came out, I can't see how the Anet Team would not be aware of it. -- Wyn [[Image:User Wynthyst sig icon2.png|19px ]] talk  11:51, 15 February 2011 (UTC)
 * I had no idea where to post it just ticked me off that they stole GW art,
 * I assumed it was new because it was the first time I ever heard of it. Kamikae 12:29, 15 February 2011 (UTC)
 * You should post this on Gaile's talk page (as mentioned earlier). If Regina even still checks this page, she rarely answers. Karate [[File:User Karate Jesus KJ for sig.png]] Jesus  19:23, 15 February 2011  (UTC)
 * Don't quote me on this, but I believe that so long as there's no profit involved, Anet has stated that their work can be used. Though I very well may be wrong. -- Konig / talk 20:11, 15 February 2011 (UTC)

Hi Zesbeer -- Thanks for the report. I've routed info on this problem in the past. Because this seems a pretty obvious breach of Copyright, I will pursue it again.

Konig -- just FYI: The matter of non-profit use is well defined in the first section of our Terms of Use. The permissions particularly related to "non-commercial...private, personal use." An individual who uses a piece of GW art as his computer background is fine. A person who posts that he will sell GW art for others to use is not fine. And a company that uses GW art in a game -- particularly a monetized game -- is most definitely not observing the legalities of the ToU. -- Gaile 20:51, 15 February 2011 (UTC)
 * Thought I was missing something. -- Konig / talk 05:31, 16 February 2011 (UTC)
 * Yes, apparently that company missed something too. *ahem* ;) -- Gaile [[Image:User gaile_2.png| ]] 07:05, 16 February 2011 (UTC)
 * Myopic thinking on Anet's part, at least to me, in regards to the culture lock that is copyright. Has anyone been able to provide any empirical evidence that any actual harm was done by the use of a few icons? And the line between commercial and non-commercial grows thinner by the day, so it's not wise to rely on it for long. Nothing is created in a vacuum, everything is made from other things, but rather than address that reality, copyright as it currently is tries to obscure it. What today's copyright represents is fear of competition, and what it does through its nearly century-long span is stifle creativity rather than allow it. It is possible to make money without copyright or with less copyright, believe it or not. It happens all the time. You just have to be willing to look past the entitlement and control mentality that's so rampant today and realize that the sharing of and building upon of your work is not nearly as harmful as you may have been brought up to believe. --Nathe 20:10, 17 February 2011 (UTC)
 * That opinion is neither here nor there in regards to Gaile's involvement. --ஸ Kyoshi [[Image:User_Kyoshi_sig2.png|19px]] 02:18, 20 February 2011 (UTC)
 * I was just responding to the very fact of making it an issue at all. And my question is as yet unanswered - what evidence is there that any actual harm has been done here? --Nathe 18:02, 21 February 2011 (UTC)
 * Depends on how you define harm. Their work was used without permission, without payment, and without effort on the part of the game creator. If that's okay with you, then the matter is of opinion. --ஸ Kyoshi [[Image:User_Kyoshi_sig2.png|19px]] 19:44, 21 February 2011 (UTC)
 * But what specific, empirical harm does such use cause them? That is what I am asking, and which no one has been willing or able to prove or provide. You really don't understand the nature of digital, do you? Once something is digital, it is everywhere, and trying to contain it is an exercise in futility. Why do you think DRM has always been such a huge failure? Besides, open source software embraces the concept of sharing, happens all the time, and still companies like Red Hat make a lot of money through it. It's proprietary companies like Anet that are stuck in the past because they're blinded by entitlement mentality and can't conceive of doing things any differently than they've always done. They're afraid of making any truly radical changes like abandoning the concept of imaginary (intellectual) property and actually trying to understand how the digital realm really works. If they did, they would have made the ebook versions of the GW books free, not just the first chapter - as I've said, once something, is digital, it is infinite. Think about that for a bit. --Nathe 20:14, 21 February 2011 (UTC)
 * So you're saying ANet should be a charity and just release games and novels for free? That copyrighted content is nothing but a figment of the past? You're a pretty good troll, I almost even wrote a serious response - but then I stopped to think. Pity. - Auron 07:54, 27 February 2011 (UTC)
 * What I'm saying is, something like an ebook is going to be made free online whether Anet wants to be or not. It's a fact. Anet can either fight it in futility or use that fact to their advantage. Digital goods are infinite, Auron, because any file can be copied indefinitely with no cost. Basic economics says that when supply is infinite and the cost of reproduction is zero or virtually zero, price will naturally gravitate to zero. So what I'm saying is, focus on the scarce resources, not the things that are infinite. Sell the the scarcities and make money off of those. Natural scarcities, not artificial ones like copyright. Which, I might add, is nothing but a government-granted monopoly. And as it currently is, one that seriously distorts the free (as in freedom) market. How do 95+ year copyright lengths promote the progress of science and the useful arts, which is the condition by which copyright was included in the Constitution in the first place? --Nathe 21:40, 1 March 2011 (UTC)
 * Copyright law is broken, but this isn't the place to discuss it. If you have more to say on the subject do it on another page. [[Image:User_Felix_Omni_Signature.png]]elix Omni 21:46, 1 March 2011 (UTC)
 * Okay. I agree, I've dragged this out enough on this page. Sorry about that. --Nathe 22:03, 1 March 2011 (UTC)
 * Thanks, Nathe. Let me just say this: The fact that someone can do something doesn't mean that he should. The fact that someone can take Guild Wars art and use it in another profit-making medium does not make it legal. Copyright protection is essential to protect artistic output.


 * Personal story: I have been published in traditional media and in digital media. I have had my work used, without my authorization, by some pretty major entities who knew better. They probably thought I wouldn't object, wouldn't know, or wouldn't realize I had a legal leg to stand on in demanding they stop the unauthorized use of my work. They were wrong. :) In the end, my work's distribution may have been abbreviated, in that not as many people saw it as may have seen it through the larger use to which the corporation put it. But as the owner, I was content that they remove it, for it's a moral ground that I feel is rock-solid beneath my feet. Do I have some sort of evil, harmful, falsely-thought "government-granted monopoly" on my own works? No. I have a moral, ethical, and diety-of-your-choice given right to my own works and to every use to which they are put!


 * The day we have "free everything," the day that people stop owning the right to their own works, is the day they stop being able to live by means of their talent. Shall we have a Poe or a Shakespeare or a Austen slinging burgers because they cannot afford to write? Should artists be forced to have "real jobs" because someone took their life's work and posted in on a website, rather than paying for the privilege of enjoying it? Those who publish via electronic means do not abrogate their copyrights. Nor should they. -- Gaile [[Image:User gaile_2.png| ]] 02:44, 2 March 2011 (UTC)

In Star Trek's main timeline's Earth, money no longer exists as we know it. All basic necessities such as food, clothing and shelter are free, and people do things just for self improvement and good of all of us (except the ones who are dead). Some people have theorized about th success of something like this, and it would be implemented with a 'basic rent', a minimum wage everyone gets, enough for food, shelter and clothing. But for other stuff, like getting a car, or traveling, or cable TV, or gifts for your friends, or buying your own house to put your sh*t inside so no one touches your sh*t, you get a job and pay for it. When you no longer have to do things because you need to do them, but because you want to do them, you may do them more, better and while being happier. And you don't have an excuse to steal to feed your kids, beucase you won't need to. Kind of Utopic, isn't it? MithTalk 00:07, 3 March 2011 (UTC)
 * Interesting! I don't think that represents my personal view of Utopia, though. Aren't some of these concepts part of the core premise of communism? And we all know where -- for the most part -- that "Utopian system" ended up. ;) -- Gaile [[Image:User gaile_2.png| ]] 04:26, 3 March 2011 (UTC)
 * Gaile, let's not confuse Communism for the vaguely-proletarian Dictatorships calling themselves Communism over the years. No one's gotten that one right so far, sadly. -- Oiseau | User_Oiseau_Melandru.jpg 04:31, 3 March 2011 (UTC)
 * Oh yes, Oiseau, you are so right! There are light years between concept and execution. :) I was simply pointing out that the idealistic Star Trek concept could also fall as far afield as did the "communist" applications in the real world. -- Gaile [[Image:User gaile_2.png| ]] 04:36, 3 March 2011 (UTC)
 * Yes, indeed! Also, thank you for dealing with the matter this section was created for. I'm glad we still have reliant liaisons like yourself on this Wiki. It really improves the quality of the site as a whole. Just something I've felt I should impart. :) -- Oiseau | User_Oiseau_Melandru.jpg 04:42, 3 March 2011 (UTC)
 * Hey, that's really nice of you to say. *beams* -- Gaile [[Image:User gaile_2.png| ]] 05:41, 3 March 2011 (UTC)
 * Well, the difference is that in communism people work and the results are spread. In Star Trek, they came up with extremely cheap sources of energy, and found out that they could use the same principles as in energy-matter based teleporters to turn matter into energy, then 'save' the signature of that energy as information, and then replicate it, and that way replicate the item itself. So it's not like anyone gets you tea for free. You get to a machine, say: "Tea. Earl Gray. Hot" and there you are. Some say that's communism. But if it is, it's not like any for in communism seen on earth so far. There's a chapter in The Next Generation that explains it quite well: The Neutral Zone. Mith[[Image:User MithranArkanere Star.png]]Talk 16:19, 3 March 2011 (UTC)
 * Extremely cheap energy in nearly unlimited supply... Believe it or not, there are countries that do have that and usually the wealth generated from that unlimited fuel ends up in corrupted hands.  Many of the middle eastern oil rich countries have extremely cheap fuel, and their gasoline is about 4-25 cents a liter.  Yes, 4-25 cents!  For example, Iran's diesel is 3 cents a liter, while their gasoline is 10 cents a liter.  The country with the cheapest fuel in the world is Venezuela with diesel at 1 cent a liter, and gasoline at 2 cents a liter.  And these nations like Venezuela, Iran, Iraq, Libya, Afghanistan and to a lesser extent Saudi Arabia, Kuwait, and Bahrain have some of the most corrupt governments in the world, and their economy is stagnant at best. On the other hand, nations that have limited natural resources like Denmark, New Zealand, Switzerland, are able to keep their government one of the least corrupt in the world, while maintaining the well being of their citizens. Then looking at extremely resource starved countries like Taiwan, Singapore, and South Korea has booming and stable economies.  The point? Just having extremely cheap energy, supplies, and "stuff" does not make for a stable, happy, utopian place to live. --<font color ="#8b0701">Lania  [[Image:User Lania Elderfire pinkribbon.jpg]]18:58, 07 March 2011 (UTC)

[Incident: 110221-001556]
I was wondering if I could get another look on my case. Please and thank you. Kbar 04:21, 21 February 2011 (UTC)
 * Regarding the questions you posted earlier:
 * 1) The [|Bot Ban Details Page] section above has a link to a page that explains you will start with "a clean slate".
 * 2) There's no official word on how long the servers will remain up after Guild Wars 2 is released, but I can tell you this: It took a friend of mine only 3 months to get GWAMM and 50/50 HoM on a new account.
 * 3) Common sense just confirmed me that you won't be able to transfer achievements from a banned account to Guild Wars 2.
 * 4) The account remains on ArenaNet's servers, so the e-mail address you used for another account is unavailable for use with another account.
 * If your account remains banned, I hope the information above will help you! AndrewB 10:51, 2 March 2011 (UTC)
 * I have looked at your case multiple times, as you know. I have responded to your formal BBB complaint. There is nothing new to say. -- Gaile [[Image:User gaile_2.png| ]] 20:38, 11 March 2011 (UTC)

wrongful ban
Hi, 2/3 of my accounts were banned for 3rd party programs. GWx2 was the main program that I used for my accounts for extra dungeon drops, but for some reason 2/3 of my accounts were banned for 3rd party programs. im confused why 2/3 of my accounts were banned instead of all three or rather 0/3.

On my primary account i used gwx2, texmod, ksmod secondary account i used gwx2 third account i used gwx2. i addressed this concern early on in my first ticket, 3121, but i didn't receive much support. in my opinion, anet should have either banned all my of my accounts that used gwx2 or banned none of them because i see some inconsistency there, which is why i'm, having some trouble understanding why this happened. [Incident: 110306-000761] which was based off of [Incident: 100527-003121].


 * update 3/11: 8:45 am
 * I just tried logging on to my third account, and now its banned for 3rd party programmes. I'm very confused. Kbar 16:45, 11 March 2011 (UTC)


 * If you used the same disallowed software on all three accounts, then all three accounts would have been banned, and that sounds like what happened. That's all I'm going to say on the subject, for through your many appeals and formal complaints, there has been no new or outcome-altering information to share on this subject. -- Gaile [[Image:User gaile_2.png| ]] 20:37, 11 March 2011 (UTC)
 * wait, dos that meen that using gwx2 texmod and/or ksmod is a bannable crime??? 132.178.2.63 21:25, 11 March 2011 (UTC)


 * Gaile has been very careful to say disallowed software and not specify which exe. We don't know what software Kbar actually used. We don't know if Kbar used a clean copy of those program mentioned. We don't know if texmod was used for running mods that violate the EULA.


 * We do know that tens of thousands of others use programs like TexMod without any issues arising. — Tennessee Ernie Ford ( TEF ) 21:31, 11 March 2011 (UTC)
 * Thanks, TEF. All that is correct. -- Gaile [[Image:User gaile_2.png| ]] 22:04, 11 March 2011 (UTC)

Guild member hacked
Gaile

I am sending you this note to let you know on Feb 24 2011 at around 7 pm or so central standard time one of my guild members accout was hacked. i was not able to contact them or to contact your support team via the phone number as they had closed.

the name on the accout that the hacker was using is i am hoping that i can get in touch with them but as they have moved several times in the last year i am not sure i will have any luck.

i will refrain from posting the one of the actuall account names as that would not be right. i will be glad to email you any data you need that i may be able to produce.

thanks -- Rockweaver GWO Guild leader
 * You just need to fill in a Support Ticket, and please sign with ~, thanks! <font color="#000000">Infested <font color="#CD0000">Hydralisk  03:00, 25 February 2011 (UTC)


 * i sent an email to the support team. its all i could do atm. and sorry i forgot to sign my post Rockweaver 03:06, 25 February 2011 (UTC)
 * Support will likely have taken care of it in simple ways, such as locking the account to login access, even if they don't get back to you immediately. Also, you should avoid publicly posting IGNs of people you're accusing; if it's in the support email then they'll get it and Gaile can get it from them. Placed here it can be taken as slander, especially if they're not at fault.
 * In addition, Gaile should be used only as a resort for when support hasn't responded in about a week. I understand your concern for your guildie, but she doesn't intervene unless no action is currently being taken. --ஸ Kyoshi [[Image:User_Kyoshi_sig2.png|19px]] 03:37, 25 February 2011 (UTC)


 * Sorry my frustration was in not being able to get any response other than a auto reply. i realize that it was too much to hope but 2 hours after the report to the support team the account was still logged into the game so i was worried that nothing would be done untill too late.  as to the public posting of the persons IGN that was my fault.   saddly the response from NcSoft was less than what i had hoped for.


 * Thank you for contacting the Guild Wars Support Team.


 * We appreciate the time you took to contact us on this. However, our system works best when the person experiencing the issue contacts us directly.


 * If they would like to contact us, please ask them to do so using the "Ask a Question" feature at http://www.guildwars.com/support/. Here are some general points that will help our team investigate most issues:


 * If you are receiving an error message, what is the exact error number and message?
 * What was the date and time (including time zone) of the incident(s)?
 * Did you have any screenshots of the incident? (If so, please ensure they are under 2 megabytes and in JPEG/.jpg or GIF/.gif format and attach them to this message.)
 * Do you recall any additional details?


 * Thank you for your support of Guild Wars and your interest in keeping the game world pleasant for all players.


 * based on this its a thanks but not your problem so if the owner contacts us we will deal with it. I will send more emails to my friend and his wife.  not sure if they have access atm do to moveing Rockweaver 18:32, 25 February 2011 (UTC)
 * I appreciate what you're trying to do, Rockweaver, and I completely understand your frustration. But I can tell you, there's no easy answer on how best to deal with, excuse the term, "second-hand reports." I wish it were as simple as "Tom wrote and said Mary's account has been breached. Let's lock it down until we can verify Mary is using it." But it really i s not that simple. People could start sending "reports" to lock out their GvG opponents, to harass other individuals, as a "joke," or even in families where someone else wants to use the one family computer. ("Gee, Dude, sorry your account is locked. You might as well let me play while you wait for it to get unlocked." And if you have known me a while, you'll recognize that as a variation on the "Evil Little Brother(tm)" scheme I've talked about in the past. :) )
 * It would not be pleasant to adopt a completely cynical view of things, and I assure you I have not and never will. However, I am realistic about how many different folks play the game, and about how some small number could "grief" another player, if we were to lock down an account whenever anyone wrote to suggest it was hacked. We have to be cautious, so as to not inconvenience the legitimate players.
 * Does this all make sense to you? I sure hope so! In the meantime, yes, DO encourage your friends to contact as quickly as possible. We'll all do our best to help! -- Gaile [[Image:User gaile_2.png| ]] 05:51, 3 March 2011 (UTC)

Server Issues
Servers are extremely laggy - at first i thought it was my internet connection. but that turned out to be fine. then came the random game freezes (where you cant move) and disconnects - and when you try to reconnect, it could take awhile and sometimes it doesnt reconnect at all. then I loaded into JQ without guild tags or cape (oh and thanks for looking into the bot problem in JQ - teams are back to full strength most of the time. there are still bots around but not half as many as before) I think the servers are throwing a wobbley Belladonna Imperia 01:59, 27 February 2011 (UTC)
 * Guilds from Spanish players have lost their NPCs, and they sometimes appear is if they had no guild. Mith[[Image:User MithranArkanere Star.png]]Talk 02:12, 27 February 2011 (UTC)
 * #1 Im not spanish
 * #2 ALL the people i loaded into JQ with had no cape or guild tags
 * Belladonna Imperia 02:18, 27 February 2011 (UTC)
 * Maybe it is your connection, but not a problem that you expected. -- <font color="#FF00FF">'Mai Yi ' {T    C}  02:32, 27 February 2011 (UTC)


 * There are many potential points-of-failure between your computer and the game servers, some of which will affect only a few people and others that can affects 100s/1000s+. Your best bet to get ANet to act is to encourage as many of those affected as possible to log a support ticket (or email support) with the time and symptoms.


 * If the issue is within their network, this gives them evidence to take to their bosses (which they can use to justify spending more time/hardware/money).
 * If the issue is outside their network, this gives them evidence that they can take to relevant ISPs and intermediary web server hosts.


 * Without these reports (or officially logged tickets), there's not much they can do. — Tennessee Ernie Ford ( TEF ) 02:50, 27 February 2011 (UTC)
 * well i just tried to connect to JQ again - and Code 040'd. seems a lot of people are having the same issue. SO IT IS ***NOT*** MY CONNECTION Belladonna Imperia 02:56, 27 February 2011 (UTC)

The connectivity problems went away after a while, and the NPCs came back. The guild hall thing sure gave us a fright. No more server issues, for now, in this end. MithTalk 05:29, 27 February 2011 (UTC)
 * Checking -- is this still an issue? I cannot find a rhyme or reason for the problems you experienced in the last couple of days, but I will try to track it IF it is still an issue. Thanks for any info you can give me. -- Gaile [[Image:User gaile_2.png| ]] 02:27, 2 March 2011 (UTC)
 * Doesn't appear to be an issue anymore. My connection to a server in seattle (not anet related) had about 36ms ping with 4ms jitter, with about 5MB download bandwidth and 50kB upload bandwidth at the time we were experiencing the lag. We're in Idaho fyi. --<font color ="#8b0701">Lania  [[Image:User Lania Elderfire pinkribbon.jpg]]03:02, 02 March 2011 (UTC)
 * The euro servers went hay-wire for about an hour last night around 10:00 EST. Anyone who was on the euro servers (the 206 IP) couldn't leave the outpost they were in and if they attempted to close the guild wars client and log back in they got smacked with code 13s. Issue went away by around 10:45-11:00 EST but some people did report minor rollbacks (several people I know of purchased items and about an hour later found the gold they traded back in their inventories and the items had disappeared). Hope that helps--TahiriVeila 03:53, 2 March 2011 (UTC)
 * Aww, those short-term situations are so irritating, and so difficult to trace! Thanks for those details, though. I am suspecting an "Internet Backbone" issue, but I'm by no means an expect and I will keep an eye out for future reports and pass them along, when appropriate. I'm glad things have settled down for everyone now. -- Gaile [[Image:User gaile_2.png| ]] 05:05, 2 March 2011 (UTC)