Just bought game, can't install

#1 - Sept. 11, 2012, 8:06 a.m.

I just bought the game and cannot install it. When I run the Gw2Setup.exe, all it does is load up, pop up with an error message that says “A serious error has occurred that prevents the program from continuing to run,” has an option to send a report to ArenaNet, and then the program closes.

I have read some stuff about disabling firewalls and AVG but I don’t have either running. I also forwarded the necessary ports in my router already.

Here is my error log:

—> Crash <—
Exception: c0000005
Memory at address 00000000 could not be read
App: Gw2.exe
Pid: 1432
Cmdline: -allowInstall
BaseAddr: 00400000
ProgramId: 101
Build: 14816
When: 2012-09-11T16:01:08Z 2012-09-11T09:01:08-07:00
Uptime: 0 days 0:00:01
Flags: 0

—> System <—
Name: USER-PC
IpAddr: 192.168.0.xxx
Processors: 4 [AuthenticAMD:15:4:3]
OSVersion: Windows 6.1 (64 bit)

—> System Memory <—
Physical: 2810MB/ 4095MB 68%
Paged: 5970MB/ 8188MB 72%
Virtual: 3178MB/ 4095MB 77%
Load: 31%
CommitTotal: 2217MB
CommitLimit: 8188MB
CommitPeak: 2305MB
SystemCache: 1620MB
HandleCount: 16394
ProcessCount: 46
ThreadCount: 676

—> Process Memory <—
Private: 796MB
WorkingSet: 34MB
PeakWorkingSet: 34MB
PageFaults: 10681

[DbgHelp.dll is C:\Windows\system32\dbghelp.dll]
[DbgHelp.dll version 6.1.7600.16385 (64/32-bit compatible)]

—> Thread 0xd9c <—

Not too happy with a $60 digital paperweight. Can anyone please help?

AshleySegovia

#4 - Sept. 11, 2012, 11:40 a.m.

Hi Harami – Could you please attach a Game Advisor report to this thread so we can look into this issue further? You can find the Game Advisor report through the link below:

http://us.ncsoft.com/gameadvisor/

Please note – you will be automatically prompted to download the application once you click the link. You can attach the report to this thread by clicking “More posting & formatting options…”

AshleySegovia

#6 - Sept. 11, 2012, 4:50 p.m.

Thanks for the report! First, I would either disable, remove, or configure AVG to allow Gw2.exe to run since there are some compatibility issues with that particular security software.

Secondly, if it is not an application interfering with the game connection then it appears the error message may be a bit misleading. There are a few reasons why the client will not complete the installation such as out of date drivers. I noticed both your Windows and drivers could use the latest updates. I would recommend first updating Windows to Service Pack 1 and getting the latest version of your video card drivers.