I submitted request #290447 to support earlier this afternoon. While the responses were admirably quick, the first within one and a half hours and the second in less than an hour, they are also somewhat…concerning.
In my initial notes, among other things, I mentioned I had run GW2 with the command line -diag and had the results, but also had no way to attach it to the ticket on the support site and asked how they wanted me to get that to them. The response was somewhat odd and is copied below:
Thank you for bringing this issue to my attention today.
I would like to gather some information in regards to your computer and connection. To get this information, please do the following:
1. Navigate to your Guild Wars 2 folder.
2. Right-click on “Gw2.exe” and select “Create Shortcut.”
3. Right-click on “Gw2.exe – Shortcut” and select “Rename.”
4. Rename this file to “Guild Wars 2 Diagnostic.”
5. Right-click on “Guild Wars 2 Diagnostic” and select “Properties.”
6. Locate the “Target” line and add the following to the end " -diag" Your target line should look like this: “C:\Games\Guild Wars 2\Gw2.exe” -diag
7. Click OK to save your changes.
8. Open “Guild Wars 2 Diagnostic” to start the test.
Once completed, please click “View Results” and copy and paste this into your ticket.
Once we receive it, we’ll have a better idea of how to resolve your issue.
Obviously, I already knew how to run the diagnostic report, had the results and this information was clearly listed in my notes. It just seemed weird to get the directions to do so again, especially worded in such a way that implied I hadn’t even heard of the procedure before. However, since it also told me how to get the info to them, I shrugged it off and simply sent the requested info.
But the reply I got to that one made it clear something was definitely wrong. Another part of my initial request included this info:
“…I connected directly through the modem, disabled all services and start-up programs and rebooted my pc before playing.”
And here is support’s second response (I cut off the end to save space):
Thank you for bringing this issue to my attention today.
Please try using the instructions below to prevent background applications from automatically starting with Windows as this can often causes issues like the one you reported. Please note, this command will not uninstall any applications from your computer. All MSCONFIG does is prevent these applications from automatically starting when Windows boots up.
To do this:
1. Press and hold the Windows key and then hit the R key. This should bring up the Run dialog box.
2. Type “MSCONFIG” without the quotes, and click “OK.” This should open the System Configuration Utility.
3. Click on the “Services” tab and check the “Hide All Microsoft Services” check box near the bottom, then click the “Disable All” button. (You MUST click “Hide all Microsoft Services”)
4. Next go to the “Startup” tab and click the “Disable All” button.
5. Once these items are all disabled, click the “OK” button and you will get a prompt to restart your computer. Please restart your computer.
Obviously, I had already tried that. While I obviously can’t say this with certainty, I’d make an educated guess the Support member either did not understand or did not read my ticket and may not have even read the diagnostic info I gave them.
As a Support Analyst myself, I understand that when dealing with new issues, support has to start from square one because many problems end up being very easy to solve. Rebooting fixes more than you think. ;-) But I mentioned this was my third ticket on this issue and gave a detailed list of all error codes I had received and all troubleshooting steps I had tried.
I’m responding to the email, but considering what I got back the first two times, my hopes aren’t that high it will matter that much. Has anyone had a similar problem or is a forum moderator or dev able to help me resolve my issue? (request #290447)
