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GM Magister.8736

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  1. It seems like the users who have replied so far have summarized our stance pretty well so far! But, I thought I would stop by to clear up any remaining misconceptions and confirm the bits that they got right. :) First off, we generally don't ban for "minor curse words," and we do so even less in PvP scenarios. We understand just as well as anyone else how heated things can be, especially when you just got killed for the 13th time by that guy on the enemy team. Context matters, and a few simple curse words are only going to result in a ban if they are used repetitively or alongside more targeted language or threats. To expand on the above - we take any sort of threat or prejudiced language very seriously. Unlike with simple curse words, a player running around telling others to kill themselves or using language that is hateful towards any group (racial, sexual, or otherwise) will almost definitely find themself with an account action, as will those who might reference certain illegal activities, such as inappropriate behavior with a minor. But, of course, all of that requires us to actually know that the problem is occurring, and that's where you all come in! We rely on your reports to find players who are behaving badly since, as outlined above, context matters, and even the most well thought out automated system or algorithm would make mistakes. As such, all account actions are enforced by actual agents who will read through chat logs and check a user's history before deciding whether to suspend an account and for how long. (Also - be patient! We deal with lots of reports, so it's not like that person is going to get the boot the moment you hit the report button.) Still, agents will make mistakes, and we are more than happy to take a second look if you feel you are being unfairly punished. However, we do ask that you have some patience with us and gracefully accept the outcome of our investigation, even if it's not what you were hoping for. If you fight us, we're less likely to be flexible, and you might even find yourself with a longer suspension if you're particularly unkind to our agents. The best advice I can give to anyone who might be dealing with unfriendly players is to just block and report them and move on. Don't engage them or retaliate, as tempting as it might be, as it can be far to easy to end up saying something that could actually be ban-worthy. Even though we take context into account, that doesn't give you the right to call someone a (censored for public consumption) "degenerate, skritt-for-brains moron." If you're a jerk in return, then you're just as likely to be actioned as the instigator. So, tl;dr - Be kind to one another, and when that doesn't work, just be the bigger person: Don't retaliate, don't escalate. Block them, report them, and move on. Go outside and get some fresh air, take in the sights around the Grove, or beat up on world bosses for a few hours instead, then head back into the Mists to keep pwning noobs. We'll handle the rest in due time! PS: Unfortunately, we don’t currently have a formal system for reporting or censoring pet names and similar, but we’re working on improving the system going forward. You’re free to still report them using the means available, but we won’t be able to guarantee a change given our current lack of a means to do so. Sorry. :(
  2. Hey there! It looks like you've encountered the infamous login loop. This is just a little glitch we sometimes encounter with users who have had the email address on their account changed in the past. We're trying to figure out exactly why this happens and a fix that will stop it from happening in the future, but for now we see these once in a while. If SlippyCheeze's instructions for clearing your cookies above doesn't solve the issue for you, please submit a ticket anonymously (the link to do so should be made available to you if you are not logged in and click the "Submit A Ticket" button on the support site, as seen in the attached image.) Luckily, the fix is quick and simple on our end, so just be sure to submit an anonymous ticket and we'll get to you ASAP! :smile:
  3. Sorry...didn't mean to steal your thunder...was just excited to hear the good news...thank you and all on the support team for figuring this out. Really appreciated! No worries at all! I'm just glad I was able to bring good news at all! ( ゚▽゚)/
  4. Looks like you guys already heard, but I come with good news! There's some excellent progress being made on this issue. I can't really give a timeline yet, since we're still trying to hammer down the best way to go about resolving it, but we're getting pretty confident that there's a light on the horizon, so keep your eyes on the patch notes going forward. :) As with a lot of things, you can now keep track of the status of this issue on the Known Issue Tracker. We worked with some wizards around the office to get this thing updating automatically as we work through things, and I was able to stick this issue on there for you all to keep track of it easier. (Unfortunately, during our adjustments to the KIT, a skritt somehow managed to break into the page and make a mess of some of the older bugs. This should be resolved soon, but don't panic if you see the "Three Golem Monty" achievement or other previously solved bugs back on the in-progress issues. It's still fixed, you didn't step into the wrong Fractal or anything like that, and we're trying to get it sorted. Sorry for the confusion!)
  5. Hey folks! We've been chatting with the group that hosts our support site, and they confirmed that a patch they released may have caused some attachments to get blocked or filtered improperly. They did say, however, that this issue should have been resolved by a subsequent update which came out at the later end of last week. If you submitted an attachment previously and had it go missing, can you try again and let me know the ticket number where you sent it so I can make sure it came through? Or, if you've already sent your attachment over the weekend or this morning and are waiting on a reply, do the same and I'll see that it came through. We might still have a few that are sorting incorrectly, but hopefully if we get some examples from you guys we can figure out why that's happening! :smile:
  6. CS's do ask for tests, one sends them back but we never hear back from them again - unless we follow up and then they askfor the same test saying they never received it or they are 'working on it' and we, again, never hear back. I've sent in a few... notone was ever answered with 'ah, here's the problem' but they do ask for more and more tests or the same tests, more than once. So, we recently uncovered the reason for this. Our support site host seems to have changed how it handles "suspicious" attachments without notifying us, which has lead to some messages including perfectly safe attachments going missing. This doesn't always happen, but when it does we will not see your reply in the ticket thread we are working with you on, which is just as annoying to us as it is to you. We're working with them to get it corrected. But, for now, if you submit something with an attachment and don't receive a reply for some time: Please do not give up hope or assume we are ignoring you! Send a gentle reminder/followup to see if we received your attachment, and we can usually dig through the site's records and find what was sent. :) but you even deleted my comment about you not responding to when you received the attachment when I asked you to.... I cant follow it up because you people closed my ticket. What am i supposed to do?? Open up another ticket which will either be ignored or immediately closed again??? Can you not see how silly this is?That's not us closing your ticket, but the system shutting it down due to perceived "inactivity," so I apologize. If you sent another response after the one which had the attachments, it looks like that one might have gotten blocked by the malware filter, too. I promise you, we aren't just ignoring you - the last reply we have received from you was in ticket #6907524 on May 18th. If this keeps happening, do consider running a malware scan on your computer. We're pretty sure that some policy being a bit too picky, but we do need to keep our system safe, too! Make sure you do the same!
  7. CS's do ask for tests, one sends them back but we never hear back from them again - unless we follow up and then they askfor the same test saying they never received it or they are 'working on it' and we, again, never hear back. I've sent in a few... notone was ever answered with 'ah, here's the problem' but they do ask for more and more tests or the same tests, more than once. So, we recently uncovered the reason for this. Our support site host seems to have changed how it handles "suspicious" attachments without notifying us, which has lead to some messages including perfectly safe attachments going missing. This doesn't always happen, but when it does we will not see your reply in the ticket thread we are working with you on, which is just as annoying to us as it is to you. We're working with them to get it corrected. But, for now, if you submit something with an attachment and don't receive a reply for some time: Please do not give up hope or assume we are ignoring you! Send a gentle reminder/followup to see if we received your attachment, and we can usually dig through the site's records and find what was sent. :)
  8. I can't speak for them directly, but I've been working with some of our programmers and sharing the info we've gotten from your tickets with them. Unfortunately, though, the last I heard was that we were still having trouble reproducing the issue reliably, or at least with nailing down the precise cause. It might not be the answer you're looking for, but rest assured we are aware and we have teams trying to work out a solution. This one's just proving to be difficult.
  9. This is probably due to multiple threads being merged that appeared to be related by one of the moderators. When I stepped in to begin replying, this thread began with this message from April 30th. The "first" post in this thread now does seem similar in that the game is randomly alt-tabbing, but the issue that I am tackling at this point in time and that seems to have only started after the April 2018 Windows update causes the game to minimize only during loading screens. Apologies for the confusion. In regards to your other statements of not wanting to try what we've already stated are only temporary fixes and not our final, official ArenaNet solution - I get it, they aren't preferred. But the fact that these do stop the issue from happening for certain individuals is valuable information for our programmers and for our support ticket discussions, since it can help us get a picture of what is causing this to happen. We aren't done working on this issue. I apologize that it's taking some time for us to find a permanent solution or client-side fix, but for now these are the things we've found that can work to patch up the issue in the meantime.
  10. Thanks for posting this here, Rayti! I missed that Reddit post, so I'll see if this works for the folks I'm working with in support tickets. :) Will that "disable fullscreen optimization" effect fps in any way? Anyhow, I had the Windows 10 update a couple of days ago and I'm having the same issue as everyone else here. Since the update the game takes about 10-15 seconds longer to launch to the title screen, and between every loading screen it's flashing back to the desktop, although still showing the GW2 cursor & playing the music, which is making loading screens a lot longer than before the update. Have updated Nvidia drivers and tried rolling back to older drivers but to no effect. I've tried turning off the "Focused" notification thing, which has helped reduce the time that the loading screen flashes to the desktop, but it hasn't got rid of it from happening. Will submit a ticket through the support site as suggested in an earlier post.This is really tricky to answer with certainty, as it's going to depend on a lot of different factors with your setup and circumstances. I know for some people, disabling fullscreen optimizations leads to better FPS while for others it causes some more lag. It's worth trying it out and reporting back here (or, even better, to a support ticket) to let us know if it at least stopped the alt-tabbing issue from occurring. If it makes the game less playable for you, however, I totally understand and, unfortunately, you'll probably need to pick your poison until we can find a more preferable solution - deal with the alt-tabbing, or take the lower FPS. I really do hope we can find a proper workaround for this soon. It seems like it's really annoying. :(
  11. Thanks for posting this here, Rayti! I missed that Reddit post, so I'll see if this works for the folks I'm working with in support tickets. :)
  12. As I said before, Game Advisor contains far more than a hardware report, and it really streamlines the process even if some small pieces of it turn out to be irrelevant. While it's quite obvious this alt-tabbing/minimizing issue has really taken off with a recent Windows or game update, the symptom itself is not new at all, so if we can help someone out by discovering that their issue is actually related to something else that we are confident we can fix, then it's a win win: We get to solve your issue, and you get to play interruption-free much sooner. And if that's not the case? At least we have a ticket open for discussion with you an additional information that we can add to the evidence pile to try and figure out what's causing the problem. Please, please, please: If you have not already, submit a ticket and work with the agents who reply so that we can get this solved. We can't figure this out with a casual forum thread alone (as much as we'd love it.)
  13. Hey there, Cassiel (and anyone else who might be thinking about sending in a ticket!) Can you submit your ticket through the support site instead of through an in-game ticket? While the team will see and review reports that come in through the in-game system, we support agents can't reply to them and open a dialogue with you to easily request additional logs or to recommend other troubleshooting steps to you. I've done that for over a week now, and they keep asking me for the same info that's in my original ticket. They are either not reading them, or trying really hard to dis us while buying some time. I knew what they would be asking for so I gave them everything. Now their solution is to just run in windowed mode which is not an option for me because windowed has microstutter, and gsync although can set it to windowed and fullscreen runs like garbage in that mode. Hey Amhiel! I found your ticket, and it actually doesn't look like you did quite what we needed. You did send us a list of some hardware you have in your computer, but we did not receive the attachment of the GameAdvisor report that the agent requested from you. While, yes, this program does send us some of the hardware info you provided, it does far more than that - It will show us additional hardware specs, list the version date of your operating system and drivers, run some short network tests, and highlight any programs which might be interfering with the Guild Wars 2 program in a way that makes it run improperly. Also, while I understand running in Windowed mode isn't always the most preferred, we often just recommend it as a temporary fix or a test, not as a permanent solution - often, if the an issue occurs in fullscreen but not when playing in a window, this can help us to narrow down the possible causes. It would be great if you could reply to the agent and let them know that this does resolve the issue, but that you don't prefer that play method for various reasons, and run the GameAdvisor test when you get a moment! We're only going to be able to solve this issue if the users who are experiencing it contact and work with us to try a number of tests and temporary solutions to see what works. :smile: @Magister.8736I did send it, then you asked for it again. I sent it again, and can show you that email too if you like. So here I am with the proof of sending it twice, and you guys have nothing. You know this is a huge issue for many people, some more than others. Mine started out simple map change like everyone else, but turned into flashing to desktop during play ever few mins. Star Wars: Old Republic, RIFT, and World of Warcraft are fine, so it's not windows update issue. It's you guys who couldn't keep with the update like everyone else has. Look I'm not upset that I can't play the game. I'm just really disappointed how it's being handles, and you guys keep asking me for the same info I've sent you already two times. In your initial automated reply it asks for that info. I sent it, and while I was doing it I said to myself " this is where they start doing the copy past replies for a while, asking for the same info" Looks like I was correct. Ask for letting them know. Well it's in the original ticket that it works in windowed mode. Here is my original ticket strait from your site. Copied and pasted. (When I launch the game it flashes to desktop, and even upon simple Way Point map change or character change it flashes to desktop for several seconds. This issue also causes Discord audio to break badly if someone is talking when it flashes. I have run DDU and did a complete display driver installation and update, did -repair to shortcut client, and have windows 10 latest update they released a couple days ago. I have tried with and without admin rights. Still same issue. This only happens when my gw2 is set to fullscreen to my native resolution with is 2560x1440p. Windowed Fullscreen doesn't cause this to happen, but my Gsync doesn't work in Windows Fullscreen, and winfullscreen stutters anyway so I don't use it. World of Warcraft, Swtor, and Rift are not having this problem which leads me to believe it's you and not my system. Yes I am using the 64bit client since you released it. I7 8700k, GTX 1070, 15gb Ram, M.2 SSD in case you needed my specs) Where in there do you see me not already telling them it works in windowed mode? They you guys try saying it's probably my discord? You think I didn't already try without discord? My bad I had typed 15gb instead of 16 gb ram. I would assume you guys knew that was a typing error. Anyway. Look GM, I totally prepared to make this and easy ticket to work on, but you guys completely botched it. Anyway. have a great day. I am off to play WoW for now. Be back later. Hey Amhiel, I don't know what to tell you, but that email didn't reach us. You might want to check your drafts folder.Your original email to us did not include any attachments, and the one reply we received from you on Monday did have your crash log attached, but not the GameAdvisor. We haven't received any replies to ticket #6896605 or any others with your name on it since then. I'd really recommend trying again because it sounds like something got stuck somewhere. We really can't proceed until we receive a reply from you, so we'd appreciate a response as to whether our last suggestion worked, even if that response doesn't come with a Game Advisor attached.
  14. Can I ask a quick question @GM Magister.8736 : I expect you guys are playing the game just like the rest of us. At least from time to time hopefully, and I would guess a fair number of you use Windows 10 and have updated it with the 1803 update. Since you request the around 100 of us posting here experiencing this issue to send in our hardware configurations, am I right in concluding that none of you have this issue on your computers? Hi Darksome! While I can't speak for everyone in the office at all, I personally am not experiencing the issue on my work computer, my home computer, or my laptop, and I know that all of these are 100% for certain on the Windows build that is causing this bug for you all. I've had mixed responses from the other employees I've spoke with about it, though in my corner of the office especially we have almost no one experiencing the issue right now. So yes, that is exactly why we're calling upon those of you in this thread who are experiencing this (especially those for whom disabling the "Focus Assist" feature doesn't work) to contact us so we can work with you to gather more information or find another workaround! :)
  15. Hey there, Cassiel (and anyone else who might be thinking about sending in a ticket!) Can you submit your ticket through the support site instead of through an in-game ticket? While the team will see and review reports that come in through the in-game system, we support agents can't reply to them and open a dialogue with you to easily request additional logs or to recommend other troubleshooting steps to you. I've done that for over a week now, and they keep asking me for the same info that's in my original ticket. They are either not reading them, or trying really hard to dis us while buying some time. I knew what they would be asking for so I gave them everything. Now their solution is to just run in windowed mode which is not an option for me because windowed has microstutter, and gsync although can set it to windowed and fullscreen runs like garbage in that mode. Hey Amhiel! I found your ticket, and it actually doesn't look like you did quite what we needed. You did send us a list of some hardware you have in your computer, but we did not receive the attachment of the GameAdvisor report that the agent requested from you. While, yes, this program does send us some of the hardware info you provided, it does far more than that - It will show us additional hardware specs, list the version date of your operating system and drivers, run some short network tests, and highlight any programs which might be interfering with the Guild Wars 2 program in a way that makes it run improperly. Also, while I understand running in Windowed mode isn't always the most preferred, we often just recommend it as a temporary fix or a test, not as a permanent solution - often, if the an issue occurs in fullscreen but not when playing in a window, this can help us to narrow down the possible causes. It would be great if you could reply to the agent and let them know that this does resolve the issue, but that you don't prefer that play method for various reasons, and run the GameAdvisor test when you get a moment! We're only going to be able to solve this issue if the users who are experiencing it contact and work with us to try a number of tests and temporary solutions to see what works. :smile:
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