#1 - Sept. 4, 2012, 3:08 p.m.
Hi,
If you’re having issues with the guild system, please report the issues here with as many details as possible (e.g., guild names, tags and world, etc.).
Thank you for your feedback!
Issues with the guild system: please post here [MERGED]
#116 - Sept. 5, 2012, 5:30 p.m.
Hi everyone,
There’s currently a bug that’s preventing some guilds from upgrading their guild when your guild has 10 ranks defined. We’re working on fixing this asap, but in the meantime would like to share a workaround: go to your Roles tab and delete one of those ranks; you should then have 9 ranks) and be able to upgrade again.
Sorry about that and thanks for your understanding!
#311 - Sept. 10, 2012, 5:27 p.m.
Hey All,
Thanks for your posts on the issues which you’ve been having with guilds. Apologies that this is impacting you.
As a few of you have pointed out, this thread refers to a bunch of different guild-related issues. I’m going to talk about the problems with representing specifically.
Here’s the boring technical details about the problem : We had a load balancing issue where many game servers were incorrectly connecting to the same guild server, causing it to be overloaded and respond with timeouts.
This has been fixed, so this problem should go away. Please let me know if you’re still seeing this problem and I’ll look into it personally.
Note that this is different to the “network error” issue when you have too many guild memberships or invites – that will still occur (and is really just in need of a decent error message).
Cheers,
Cam Dunn
Studio Tech Director
ArenaNet
#316 - Sept. 10, 2012, 6:45 p.m.
Thank you very much for making an appearance here. Could you take a moment and find us guidance on how to proceed while waiting on the other issues to be resolved? My specific issue is that my guild was completely broken for several days before finally just ceasing to exist.
We have created a separate guild and are slowly starting to que upgrades that we already purchased and researched. Everyone is afraid that any effort spent on this new guild is wasted effort.
Some guidance here would go along way.
Thank you again,
Kat
Hey Kat,
So, the expectation is that the issue with representing guilds should currently be fixed. If you (or anyone else) can’t represent their guild, please let me know.
What other issues are you seeing? I’ll look into them stat.
Cam
#320 - Sept. 10, 2012, 7:15 p.m.
Thanks for the quick feedback, we’re looking into it.
#468 - Sept. 11, 2012, 2:35 p.m.
Thank you again for all of your information. I’ll follow up with the people working on it and will give you an update today (today meaning today Seattle time).
#496 - Sept. 11, 2012, 6:09 p.m.
Ok, so we think we know what the problem is but need your help to prove it.
Warning : this is a bit technical.
The way it works is that each map (eg “Queensdale on Stormbluff Isle”) keeps a connection to the guild server. We think that for some maps, this connection is getting broken, so you can’t represent your guild when you’re in that map.
In order to help us test this, please move to a few different maps and try representing your guild when in each one. So move from Queensdale to Divinity’s Reach to Lion’s Arch and just keep trying.
There’s another test you can do – when in each map, try sending an ingame mail to another player. If it takes a long time (about 20 seconds), the map has lost its connection to the guild server.
Basically, what we’d like to hear is:
- It doesn’t work on map XXX on server YYY (eg “Queensdale on Stormbluff Isle”)
- And then it did work on map AAA on server BBB (eg “Divinity’s Reach on Stormbluff Isle”)
- Mail was really slow to send on map XXX and fast on map AAA
If you could give me some info like that, that would be a massive help!
I hear your pain and we really want to fix this quickly. Your info will help us do that.
Cheers,
Cam
#501 - Sept. 11, 2012, 6:25 p.m.
Thanks….Testing those areas now and will repost result. Asked our members of the guild to do the same.
Thanks, much appreciated!
#503 - Sept. 11, 2012, 6:38 p.m.
ok and for those of us that have had our guilds disappear completely? any ideas at all?
Obviously this is a serious concern also. I assume that if you move from map to map, your guild doesn’t re-appear?
#514 - Sept. 11, 2012, 7:06 p.m.
Any news on the outright missing guild where we have needed to recreate and start from scratch, after using tons of influence and research time?
We’ll look up your guild specifically and make sure that it still exists (even if you can’t get access to it at the moment).
#549 - Sept. 11, 2012, 10:22 p.m.
There’s 2 issues being discussed in this thread : I’m going to talk about the guilds which have totally gone missing.
We found (and fixed) a bug with a number of different guilds which were causing them to no longer be available. This probably isn’t going to fix every broken guild, but it should fix a lot of them.
For people in this situation please check their guilds and let me know whether they’ve been fixed or not. You can PM me or respond to this thread.
Sorry about this, it’s really important to me that we fix this – I promise that we’re on it.
Cam
#630 - Sept. 12, 2012, 12:06 p.m.
Thank you to everyone who responded and PM’d me. As predicted, the fix worked for some guilds and not for others. We’ll continue to look into why the non-fixed guilds are still not working.
Just a note on the other issues raised in this thread : We’re going to focus on the problems with guilds entirely disappearing, and also fix the issue with having to move between servers to represent the guild. Once that’s working we’ll get back to everyone about the other problems they are seeing – we know that those other problems are important to fix too!
Regards,
Cam
#636 - Sept. 12, 2012, 12:52 p.m.
Can we be sure we’ll eventually get our missing guilds back and they’re not lost forever?
That’s how it looks at the moment – the guild system plays it really safe and if it notices any problems with the guild it basically refuses to load it (to prevent it getting more broken). All of the problems we’ve found so far are fixable and after we fix them, the guild loads fine and is available again.
I can’t promise that for every single case in the future – but for every case so far that’s been true.
Cam
#671 - Sept. 12, 2012, 5:41 p.m.
Whenever I try to join a guild I’m getting a network error with the code 3040:1002:3:1930:101.
This is just a confusing error, which I’ve just raised the priority of fixing. The error should say “You’re in too many guilds”.
At the moment you can be in 4 guilds + have 1 extra invite.
Sorry for the confusion, we’ll fix the error message – but that’s the problem.
#676 - Sept. 12, 2012, 6:18 p.m.
Hi Cameron.
How goes the fight against runaway guilds?
We’re still on it! I’ll follow up with the people working on it and try to post more information soon.
#769 - Sept. 13, 2012, 11:26 a.m.
Cameron never replied to my PM.
Sorry, sadly I got a lot of PMs about this and can’t reply to them all. We’re using the information in each PM to look up the broken guilds and work out how to fix them.
I know it feels bad and I’m sorry it’s taking a while to fix. Trust me that we’re on it.
Cam
#778 - Sept. 13, 2012, 1:36 p.m.
Cam,
Are you only looking at PM’s or are you also looking at the forum posts for a listing on guilds?
I’m looking at the forum posts too – like this one :-)
#807 - Sept. 13, 2012, 7:26 p.m.
I just want to say that the way you’re handling this thread, Cameron, is really amazing and is a great example of how support-development teams should work.
Cheers to you and to ArenaNet.
Thank you, I really appreciate that! You’re going to like my next post too….
#810 - Sept. 13, 2012, 7:35 p.m.
I have some good news. We found a common problem across a lot of the guilds, and we wrote a tool which will loop over them and fix them up.
We tested it on a couple of guilds first and PM’d the people who contacted me about them.
This fix will help people whose guilds have totally disappeared – and we think that it won’t help everyone who is in this situation. But based on our reports, it should help most people in this situation.
The tool will take about an hour to run over all of the guilds (there’s a LOT of guilds :-).
Please let me know whether your guild re-appears after an hour or two. And accept my apologies in advance if yours isn’t one of the majority which we expect this to fix.
Cam
PS This won’t fix other guild-related problems, just ones which have disappeared. We’ll fix the other problems too, I just wanted to focus on the most serious problem first.
#822 - Sept. 13, 2012, 8:48 p.m.
Ok, it’s great to hear that missing guilds are coming back online. Phew :-)
We are still working on the remaining problems also – we’re doing an update tonight which will give us a lot more information about what’s happening. After that we’ll know more.
For now, switching between maps will fix some (not all) of the problems with using guild functions.
Thank you all for your patience.
Cam
#940 - Sept. 14, 2012, 11:10 p.m.
Just to keep you guys updated, I’ll be working on this problem tomorrow and trying to find out why the remaining guilds haven’t returned. I’ll let you know how things are going.
Cam
#1719 - Oct. 7, 2012, 12:13 a.m.
First of all I want to apologize for the radio silence on this issue. I should have kept everyone up to date with our progress in tracking this down, and sadly I didn’t. I apologize.
However, I have some good news. We are pretty sure that we’ve found and fixed the bug with guild leadership. The fix will be going out in the next build.
I can’t officially tell you when the next build is, but let’s just say that you don’t have to wait very long from this point.
Once this bug is fixed, hopefully both the entirely missing guilds and the guild permissions problem will be things of the past. We also have a solution in the works for restoring missing influence, but that’s something the community team can tell you more about as it becomes official.
Apologies again, and I can’t wait to get this next build out and make everyone’s experience better!
#1730 - Oct. 7, 2012, 9:55 p.m.
I’m glad to hear that some people are reporting that their guild permissions are fixed with today’s build. Please post in this thread (or PM me) to let me know whether your permissions are fixed or not.
Tymmo, I’ll look into your missing guild.
#1798 - Nov. 12, 2012, 8:50 a.m.
Hey everyone,
To help our programmers identify which issues are still occurring and which have been resolved, we will be closing this thread and opening a new one for guild issues. Thank you for the reports!