Gem Purchase/Redemption Issues

#5 - Dec. 11, 2013, 4:17 p.m.

For you Mac folks: We’re aware of this issue and very sorry that you’re having this experience. If I am reading the internal e-mails properly, a fix for this is being worked on and may already be in testing mode.

I hope you’ll try again soon. I’ll give an “all clear” when it comes through.

Thanks to all of you for your support of our game! We’ll try to make it easier for you in the future!

#12 - Dec. 12, 2013, 1:17 p.m.

Thank you for the reports posted after the live build yesterday.

As you’re aware, some Mac users now are able to purchase gems and redeem gem codes, but others still are having difficulties. I’ve collected all of your posts (thanks again!) and have sent them to … a whole bunch of people.

We do not consider this issue done and dusted, but only partially addressed, and we will continue to work on the issues that folks are experiencing.

#13 - Dec. 12, 2013, 1:52 p.m.

Hey, folks,

I’m talking to the dev and QA Teams about this issue. They’d like to ask for a bit of information, if you’re willing to share it. (I don’t see anything potentially scary in a security sense in your posting this, or of course I wouldn’t ask!) If you still are unable to properly purchase gems or redeem gem codes or if you are experiencing wild behavior with your mouse, please tell us the following:

• What make or model of Mac are you using?
• What OS are you using?
• What version of the OS are you using?
• What Version of the Mac Gw2 Client are you using? Determine this by doing the following: Go to Applications > Gw2 > Get Info > Look for Version number in Get Info window (it should look something like Version: Gw2 – 1.0.009524)
• If you are having mouse issues, what type of mouse is involved and what version of the Logitech Software you are using.

Here’s a helpful thread: https://forum-en.guildwars2.com/forum/support/mac/Technical-Problems-Post-Your-System-Specs that lets you determine what info would be helpful in troubleshooting these issues.

If you are willing to submit a System Report, that would be great! Get that report by doign the following: Apple Menu > About This Mac > System Report Button > File > Save. Once saved, attach the file to an e-mail and send to [email protected].

Potential work-arounds:

• If you have any application specific settings set up in the Logitech software, they may be causing the issue so consider removing the application specific settings because that may solve the problem.
• If you are playing the game windowed, try clicking off the screen and back on the screen.
• If you are playing full screen, try cmd + tab to go to the desktop and then go back into the game.

Some threads related to mouse issues:

• https://forum-en.guildwars2.com/forum/support/mac/Mouse-problems
• https://forum-en.guildwars2.com/forum/support/mac/Logitech-G600-everything-is-a-left-click
• https://forum-en.guildwars2.com/forum/support/mac/Mouse-camera-going-haywire-how-to-fix

#16 - Dec. 12, 2013, 2:25 p.m.

I stealthily moved this thread to the Mac Support forum (out of Account Support) but I’ll post in the content’s former home so you guys can track this.

Also, please note that I edited my post asking for system information to include some additional questions and some helpful links.

#18 - Dec. 12, 2013, 2:28 p.m.

maxinion.8396:

The latest patch did fix this for me. Thanks for the quick attention!

So good to hear that, thank you for posting!