One of my guild mates has been experiencing an Error 10 message consistently since October 1. The last time he was able to log into the game successfully was on September 27. He did not try to log into the game between September 27 and October 1. The exact error code is 10:1022:8061:396
This guild mate presents unique challenges. He has been a very longtime player of Guild Wars and Guild Wars 2, but started to suffer from a form of dementia about 3 years ago. He still logs in, still plays, still enjoys the game immensely (even though we tell him which skills to use, where to look on his UI, etc.), so being unable to play cuts him off from a lot of social support, especially during these COVID days. He and I have played together for nearly 2 decades and he called on me to help him troubleshoot the problem.
I talked him through how to reset his modem and router. I had him turn his computer off and reboot. He still experiences an error 10. He had a close friend in another state try to log into his account, and that person was also greeted by the same error code, suggesting that it's a server-side issue, not a client-side problem.
I spent 1.5 hours trying to talk him through how to submit a support ticket, but he's flummoxed by the captcha test. Additionally, his faculties degrade as he becomes fatigued and frustrated (example: he started having problems typing in his email address). I know that I have enough information about his situation that I could submit a ticket on his behalf. Is that possible?