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Difference between revisions of "Game status updates"

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This is the current status of the most important issues we're tracking with [[Guild Wars 2]] live service. (This page is updated by [[ArenaNet]] staff and protected against non-[[Guild Wars 2 Wiki:Practices and processes#Administrators|admin]] editing.)
 
This is the current status of the most important issues we're tracking with [[Guild Wars 2]] live service. (This page is updated by [[ArenaNet]] staff and protected against non-[[Guild Wars 2 Wiki:Practices and processes#Administrators|admin]] editing.)
  
== 23:27, 3 September 2012 (UTC) ==
+
== 02:27, 5 September 2012 (UTC) ==
 
; Account Security
 
; Account Security
: Hackers have lists of email addresses and passwords stolen from other games and web sites, and collected through spyware, and are systematically testing ''Guild Wars 2'' looking for matching accounts.
+
: Hackers have lists of email addresses and passwords stolen from other games and web sites, and collected through spyware, and are systematically testing ''Guild Wars 2'' looking for matching accounts. To protect yourself, '''use a strong, unique password for ''Guild Wars 2'' that you've never used anywhere else!'''
 
+
: To protect yourself, '''use a strong, unique password for ''Guild Wars 2'' that you've never used anywhere else!'''
+
 
+
: Today a ''Guild Wars'' related fan site announced that its account database has been breached. That's important but just one of many apparent breaches of other games and web sites that hackers have been collecting email addresses and passwords from. Protect yourself by using a unique password for each game and web site account you care about, and especially be sure to use a unique password for your ''Guild Wars 2'' account.
+
  
 
; Customer Support
 
; Customer Support
 
: Our customer support team is prioritizing hacked accounts and other blocking login issues over other types of support requests. If you submit a support ticket for a hacked account, ensure it is properly prioritized by following [http://en.support.guildwars2.com/app/answers/detail/a_id/9212 these instructions].  
 
: Our customer support team is prioritizing hacked accounts and other blocking login issues over other types of support requests. If you submit a support ticket for a hacked account, ensure it is properly prioritized by following [http://en.support.guildwars2.com/app/answers/detail/a_id/9212 these instructions].  
  
: We have now completed prioritized requests submitted prior to Saturday, September 1. If you have an older ticket that has not been completed, that means it's not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, "Hacked Account - Ticket submitted August xx - Ticket number xxxxxx-xxxxxx" (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket.
+
: We have now completed prioritized requests submitted prior to Sunday, September 2. If you have an older ticket for a hacked account or blocking login issue that has not been completed, that means it's not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, "Blocking Login - Ticket submitted <date> - Ticket number xxxxxx-xxxxxx" (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket.
 
+
: In the past 24 hours we helped 2,574 players with hacked accounts and 2,867 players with other blocking login issues get back into the game.
+
  
 
; Email Authentication
 
; Email Authentication
Line 24: Line 18:
 
: If email authentication is preventing you from logging in, contact our customer support team following [http://en.support.guildwars2.com/app/answers/detail/a_id/9213 these instructions] and we'll disable it for your account.
 
: If email authentication is preventing you from logging in, contact our customer support team following [http://en.support.guildwars2.com/app/answers/detail/a_id/9213 these instructions] and we'll disable it for your account.
  
; Reset Password
+
; Trading Post
: We will leave "reset password" disabled until further notice.  We don't want to allow hackers who compromise an email account to use that email account to steal the associated ''Guild Wars 2'' game account. If you forget your password, please contact customer support.
+
: We've addressed capacity constraints, and the Trading Post is now available for all users!
  
; Network Connectivity Issues
+
; Gem Purchases
: We experienced network connectivity issues today between our North American and European data centers, which caused intermittent errors with login, character creation and deletion, and guild manipulation. These issues should now be resolved.
+
: Some customers who purchased gems experienced a delay in delivery of those gems to their account. This issue has now been fixed and all gems have been delivered.
  
 
; Parties & Guilds
 
; Parties & Guilds
: We've made progress but still have capacity constraints causing issues with party and guild functionality, including symptoms such as party members not appearing on the map, parties not staying together as they travel between maps or into dungeons, and guild manipulation not working. We're working on a fix and will provide a further update tomorrow.
+
: We're working on capacity constraints causing issues with parties and guild functionality, including symptoms such as party members not appearing on the map, parties not staying together as they travel between maps or into dungeons, and guild manipulation not working. We will deploy a software update tonight and another tomorrow night that will improve these issues.
  
; PvP Tournament Rewards
+
; PvP Tournament rewards
: PvP tournament rewards are currently not functioning properly. We're working on a fix and will provide a further update tomorrow.
+
: We're still working on the issue with missing PvP tournament rewards.
  
; Trading Post
+
; World v. World event rewards
: We've been expanding the Trading Post's capacity to handle the huge volume of requested trades. After our test yesterday, we've been working to resolve some issues reported by players. We expect to have the Trading Post online for all players this evening (edit: after tonight's software update).
+
: We're temporarily disabling rewards on Dolyak caravan escort events in World v. World while we work on rebalancing them.
  
; Storyline Steps
+
; Storyline steps
: In last night's update we fixed blocking issues with the storyline steps "Stealing Secrets" and "A Grisly Shipment". We're preparing to fix issues with "The Battle for Fort Trinity" and "Shell Shock" for tonight's update.
+
: In last night's software update we fixed issues with the storyline steps "The Battle for Fort Trinity" and "Shell Shock".
  
; Worlds & Overflow
+
; Item descriptions
: We're increasing world capacity as necessary to handle all the new players coming into the game.
+
: In tonight's software update we'll fix issues with item tooltips and chat links. Tooltips will now properly show names of item upgrades. Chat links will now properly show names of transmuted items, weapon/armor suffixes in names, and quantities of stackable items.
 
+
: During this initial surge of high concurrency, and especially while most characters are low-level and thus playing in the same starting areas, it's common for players to be directed to overflow servers. To play with a friend on a different overflow server, form a party together, then right-click on the friend's portrait in the party list and click "join". We expect the use of overflow servers to naturally subside as players spread out more through the world.
+
  
 
; Forums
 
; Forums
: Our most important priority at the moment is to ensure that the game runs stably and flawlessly. So as to not create additional demand on our infrastructure and on our programming team, we made the decision not to open the forums until the initial mass influx of players has calmed down a bit.
+
: This afternoon we brought the [https://forum.guildwars2.com/ official support forums] online for testing. We'll roll out additional forums in the coming days.
  
 
; Reporting exploits
 
; Reporting exploits
 
: If you discover an emergency game-breaking or economy-breaking bug, do not exploit it, but please notify us immediately at this email address: exploits (at) arena (dot) net. You may also use this email address to report suspected security vulnerabilities. Thank you to everyone who has sent reports. However, note that we cannot respond individually to emails to this address.
 
: If you discover an emergency game-breaking or economy-breaking bug, do not exploit it, but please notify us immediately at this email address: exploits (at) arena (dot) net. You may also use this email address to report suspected security vulnerabilities. Thank you to everyone who has sent reports. However, note that we cannot respond individually to emails to this address.
 +
 +
; Worlds & Overflow
 +
: We're increasing world capacity as necessary to handle all the new players coming into the game.
 +
 +
: During this initial surge of high concurrency, and especially while most characters are low-level and thus playing in the same starting areas, it's common for players to be directed to overflow servers. To play with a friend on a different overflow server, form a party together, then right-click on the friend's portrait in the party list and click "join". We expect the use of overflow servers to naturally subside as players spread out more through the world.
  
 
; Next software updates
 
; Next software updates
: We're making non-disruptive changes throughout the day. We'll publish the next back-end server update tonight at midnight Seattle time. The game may be unavailable for approximately 20-60 minutes while we perform this update.
+
: We're making non-disruptive changes throughout the day. We'll publish the next software update tonight at midnight Seattle time. We'll perform a significant update tomorrow night at midnight Seattle time, during which the game will be unavailable for approximately 60 minutes.

Revision as of 02:30, 5 September 2012

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Archive


This is the current status of the most important issues we're tracking with Guild Wars 2 live service. (This page is updated by ArenaNet staff and protected against non-admin editing.)

02:27, 5 September 2012 (UTC)

Account Security
Hackers have lists of email addresses and passwords stolen from other games and web sites, and collected through spyware, and are systematically testing Guild Wars 2 looking for matching accounts. To protect yourself, use a strong, unique password for Guild Wars 2 that you've never used anywhere else!
Customer Support
Our customer support team is prioritizing hacked accounts and other blocking login issues over other types of support requests. If you submit a support ticket for a hacked account, ensure it is properly prioritized by following these instructions.
We have now completed prioritized requests submitted prior to Sunday, September 2. If you have an older ticket for a hacked account or blocking login issue that has not been completed, that means it's not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, "Blocking Login - Ticket submitted <date> - Ticket number xxxxxx-xxxxxx" (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket.
Email Authentication
Once you validate your account email address, we help protect you from attempted account hacking (even if the hacker guesses your password) by sending you an email every time you attempt to login from a new location, asking you to approve or deny the login attempt. Keep in mind, if you receive an email asking you to approve or deny a login attempt and you didn't make that login attempt, that means a hacker knows your password. Change your password immediately.
Be sure not to flag an email authentication message as spam; if you do, your email provider may prevent future email authentication messages from reaching you.
If email authentication is preventing you from logging in, contact our customer support team following these instructions and we'll disable it for your account.
Trading Post
We've addressed capacity constraints, and the Trading Post is now available for all users!
Gem Purchases
Some customers who purchased gems experienced a delay in delivery of those gems to their account. This issue has now been fixed and all gems have been delivered.
Parties & Guilds
We're working on capacity constraints causing issues with parties and guild functionality, including symptoms such as party members not appearing on the map, parties not staying together as they travel between maps or into dungeons, and guild manipulation not working. We will deploy a software update tonight and another tomorrow night that will improve these issues.
PvP Tournament rewards
We're still working on the issue with missing PvP tournament rewards.
World v. World event rewards
We're temporarily disabling rewards on Dolyak caravan escort events in World v. World while we work on rebalancing them.
Storyline steps
In last night's software update we fixed issues with the storyline steps "The Battle for Fort Trinity" and "Shell Shock".
Item descriptions
In tonight's software update we'll fix issues with item tooltips and chat links. Tooltips will now properly show names of item upgrades. Chat links will now properly show names of transmuted items, weapon/armor suffixes in names, and quantities of stackable items.
Forums
This afternoon we brought the official support forums online for testing. We'll roll out additional forums in the coming days.
Reporting exploits
If you discover an emergency game-breaking or economy-breaking bug, do not exploit it, but please notify us immediately at this email address: exploits (at) arena (dot) net. You may also use this email address to report suspected security vulnerabilities. Thank you to everyone who has sent reports. However, note that we cannot respond individually to emails to this address.
Worlds & Overflow
We're increasing world capacity as necessary to handle all the new players coming into the game.
During this initial surge of high concurrency, and especially while most characters are low-level and thus playing in the same starting areas, it's common for players to be directed to overflow servers. To play with a friend on a different overflow server, form a party together, then right-click on the friend's portrait in the party list and click "join". We expect the use of overflow servers to naturally subside as players spread out more through the world.
Next software updates
We're making non-disruptive changes throughout the day. We'll publish the next software update tonight at midnight Seattle time. We'll perform a significant update tomorrow night at midnight Seattle time, during which the game will be unavailable for approximately 60 minutes.
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