Known Issues and Tips on Reporting Issues

#1 - Sept. 18, 2012, 11:07 a.m.

Robert Walter.8130:

To ensure the best possible play experience with the Guild Wars 2 Mac client, you should make sure that your operating system has been updated to the latest version. Currently, this means having Lion (10.7) updated to version 10.7.5 and Mountain Lion (10.8) updated to version 10.8.2.

To check what version of Mac OS X you are running, click on the Apple menu in the menu bar and select About This Mac.

If necessary, click on Software Updates… and follow the prompts to update your OS to the latest version.

Black Lion Trading Company

• The vertically running “SALE!” text on Gem Store promotion items does not render correctly.
• Some colored text in Trading Post listings appears fragmented and is difficult to read.

Crash

• The application may crash when “Play” is clicked after the system has been put to sleep and woken while the Launcher is open.

Graphics

• In Lion’s Arch, streaks may appear in the sky on some systems.
• On some systems, streaks may appear to be emitted from some light sources.

Launcher

• The Launcher may become unresponsive if the system is put to sleep while the Launcher is updating game data.
  • If this happens, please quit the application and reopen it.
• Copy and paste functions do not work in the Launcher’s text fields.

Localization

• Guild Wars 2 Finder menus are not yet localized.

Options

• The “High” Textures setting is not available, and the Textures setting may appear blank on some systems.

User Interface

• Logging out to the Launcher—either intentionally or due to a network error—and logging directly back in to the game causes mouse movement control functionality to break.
  • If this happens, please quit the application completely and log back in normally.
• There is no camera or world-map zoom functionality for the Apple Magic Mouse when scrolling gestures are enabled.

#2 - Sept. 19, 2012, 4:04 p.m.

There’s a good bit of information that our Technical Support Team can use to help address your technical issue. Here’s what to provide in the ticket you submit using “Ask a Question” on the support page:

• Your Guild Wars 2 Account Name
• A detailed description of the issue that you’re experiencing
• Any error code that you are getting

When submitting a technical support ticket for the Guild Wars 2 Mac Beta Client, be sure to include a full system report as an attachment. To get this report, please follow these steps under the Lion (10.7) and Mountain Lion (10.8) operating systems:

1. Under the Apple menu, click About This Mac.
2. In the small window that pops up, click More Info…
3. In the next window that appears, click System Report…
4. Go to the File menu, and choose Save…

This report will contain all the necessary information about your system, and will help Customer Support diagnose your issues.

If you submitted a support ticket without this info, you can log into your Support Account and attach the requested information or update via the automated message you received and include these files in your reply.

NOTE: Please do not submit multiple tickets as this may slow down response time. Please instead add any updates to the original ticket you created.

#3 - Sept. 24, 2012, 6:35 p.m.

If you find that you are unable to use your traditional mouse’s wheel to control the camera zoom, be sure to go into the options menu (F11) and disable the “Use scrolling gestures to change direction” option. This will re-enable the mouse wheel’s input.

By default, this option is enabled, turning off mouse-wheel input. This allows players with the Apple Magic Trackpad and the Apple Magic Mouse to use gestures to control camera movement. It also prevents Magic Mouse users from accidentally zooming the camera in or out with each touch of the Magic Mouse.

Currently, there is no in-game-camera or world-map zoom functionality for the Magic Mouse (as mentioned in the known issues). Until we are able to address this, we recommend that players turn off the scrolling gestures option to adjust the zoom, and re-enable the option to lock the zoom level.

#4 - Oct. 8, 2012, 3:47 p.m.

If you are experiencing unusually slow performance while running the Guild Wars 2 Mac Beta client on a MacBook Pro with Retina display, be sure that your operating system is fully updated.

If you continue to have problems, try resetting the System Management Controller (SMC). Complete instructions for doing this can be found in this Apple Support knowledge base article:
http://support.apple.com/kb/HT3964

The problem is known to recur, and the SMC reset will need to be performed each time you encounter the issue.

It should also be noted that the performance issue can appear on systems running under Windows. An SMC reset will also be needed if you encounter the problem while playing the Guild Wars 2 PC client under a Windows Boot Camp partition on a MacBook with Retina display.

#5 - Oct. 9, 2012, 11:45 a.m.

If you’re posting in this forum about a technical issue you’re experiencing—be it a crash, slow performance, graphics glitch, etc.—the most important data you can add are the details about your systems components. Without this information, ArenaNet and your fellow players are greatly limited in the help they can provide.

The easiest way to capture and post this information is by getting it from the About This Mac panel under Lion (10.7.X) and Mountain Lion (10.8.X):

1. Click on the Apple Menu in the top-left corner of the Mac desktop.
2. Select About This Mac.
3. Click on More Info…

In this panel, you will find the information that will allow ArenaNet and your fellow players to help you with your problem:

• Mac model (name, size, and year)
• Processor (CPU)
• Memory (RAM)
• Graphics (GPU)
• Software (OS)

Note: Your serial number is not needed.

You may chose to either copy and paste these fields into your post, or you can follow these steps to take a screenshot which you can attach to the your post:

1. Press Command+Shift+4 to get the screenshot crosshairs.
2. Use your mouse to draw a box around the About This Mac window.
3. Right-click the screenshot file saved to your desktop, and chose Open With > Preview.
4. Use the Rectangular Selection tool to draw a box around the Serial Number field.
5. Press Delete to remove your Mac’s serial number from the image.
6. Press Command+S to save the edited screenshot.
7. Below your forum post, click More posting & formatting options…
8. Click Choose File and navigate to the screenshot file on your desktop to attach the image to your post.

(Example image below.)

#6 - July 30, 2013, 4:37 p.m.

Hey folks!

I’m creating this sticky since I’ve seen some confusion over the Mac Beta Client installer when actually trying to install the game because the icon blends in so well with the splash art.

When prompted by the Installer with the Screen that I’ve attached to this post, to actually install the game double click on the red Guild Wars 2 icon that I’ve highlighted.