Please. I can't even PATCH.

#1 - May 22, 2013, 4:17 p.m.

I’m not hacked, I know this much, I’ll post the error I’m getting.

—> Crash <—
Assertion: pngPixelFormat == GR_FORMAT_ARGB_8888
File: ..\..\..\Game\Launcher\Windows\Launcher.cpp(3082)
App: Gw2.exe
Pid: 3884
Cmdline: -allowInstall
BaseAddr: 00400000
ProgramId: 101
Build: 18498
When: 2013-05-22T23:14:36Z 2013-05-22T19:14:36-04:00
Uptime: 0 days 0:00:02
Flags: 0

—> System <—
Name: FIRESTORM-HP
IpAddr: 192.168.1.3
Processors: 4 [AuthenticAMD:15:1:0]
OSVersion: Windows 6.1 (64 bit)

—> System Memory <—
Physical: 3945MB/ 6120MB 64%
Paged: 8711MB/12239MB 71%
Virtual: 3107MB/ 4095MB 75%
Load: 35%
CommitTotal: 3528MB
CommitLimit: 12239MB
CommitPeak: 3528MB
SystemCache: 2164MB
HandleCount: 31136
ProcessCount: 82
ThreadCount: 1119

—> Process Memory <—
Private: 883MB
WorkingSet: 23MB
PeakWorkingSet: 23MB
PageFaults: 6731

—> Game Context <—
MapId: 0
Flags: 0×241
ElapsedTime: 00:00:00

—> World State <—
<WorldState />

[DbgHelp.dll is C:\windows\system32\dbghelp.dll]
[DbgHelp.dll version 6.1.7601.17514 (64/32-bit compatible)]

—> ClientContextThreadProc Thread 0×1774 <—

—> Trace <—
Pc:00c27591 Fr:3b50fd94 Rt:00c2839c Arg:00000000 00000000 0417d760 00000460
Pc:00c2839c Fr:3b50fdac Rt:00c2d3a6 Arg:00000000 0417d730 0000000c 00c2d430
Pc:00c2d3a6 Fr:3b50fe10 Rt:00aee596 Arg:03f79410 03f79484 0417d610 00000010
Pc:00aee596 Fr:3b50fe48 Rt:00aee6e7 Arg:00000004 00000010 00000000 0000013b
Pc:00aee6e7 Fr:3b50fe98 Rt:00aeefba Arg:00000000 003e61a8 75813bc8 00000000
Pc:00aeefba Fr:3b50feec Rt:00aef109 Arg:713dd024 00000000 00289ca5 003e61a8
Pc:00aef109 Fr:3b50ff24 Rt:00aef1df Arg:00000000 0417d630 0069d03f 00000000
Pc:00aef1df Fr:3b50ff44 Rt:008f526d Arg:0417d630 713dd07c 00000000 003e61a8
Pc:008f526d Fr:3b50ff7c Rt:008f5315 Arg:00000000 3b50ff94 76e033aa 003e61a8
Pc:008f5315 Fr:3b50ff88 Rt:76e033aa Arg:003e61a8 3b50ffd4 77ba9ef2 003e61a8
Pc:76e033aa Fr:3b50ff94 Rt:77ba9ef2 Arg:003e61a8 4cbf4af6 00000000 00000000
Pc:77ba9ef2 Fr:3b50ffd4 Rt:77ba9ec5 Arg:008f5293 003e61a8 00000000 00000000
Pc:77ba9ec5 Fr:3b50ffec Rt:00000000 Arg:008f5293 003e61a8 00000000 014ff6f0

—> Thread registers <—
eax=3b50f93c ebx=00000000 ecx=00000000 edx=00000040 esi=00000000 edi=00000000
eip=00c27591 esp=3b50fd50 ebp=3b50fd94
cs=0023 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00000246

eax-32 3B50F91C 00000000 fffffd34 000002e4 fffffd34
eax-16 3B50F92C 000002cc 00000019 00000000 3b50f93c
eax 0 3B50F93C 80000003 00000000 00000000 7580c41f
eax16 3B50F94C 00000002 00000002 03ef1590 00000280
eax+32 3B50F95C 00000000 00000040 3b50fcc0 3b50fa40
eax+48 3B50F96C 3b50f990 008f901f 3b50fa40 00000000

—> Code <—
00C27571 8975f089 7508e8c4 3bafff83 7dec0274 .u..u…;…}..t
00C27581 14680a0c 0000ba94 ea4d01b9 34424b01 .h…….M..4BK.
00C27591 e87ab7a7 ff8b4508 8b088b55 d48b7768 .z….E….U..wh
00C275A1 894de88b 4dd08975 e0894ddc 85d20f8e .M..M..u..M…..
00C275B1 cc000000 8d3c95fc ffffff0f aff98bc1 …..<……….
00C275C1 f7d803c0 03c003fe 8955f489 45d8897d ………U..E..}

Ashley Segovia

#6 - May 22, 2013, 5:39 p.m.

Hi Kendrin – A support ticket would be a great way to get this issue looked into (and you should receive a response relatively quickly if you submit one now) with a tech support rep who can assist you one on one. As for attachments, you should be able to send any attachments via e-mail as well. I know there are some size limitations for images, however.

In the meantime, I’d like to collect a Game Advisor report so I can look into why you might be experiencing this crash. You can download the Game Advisor application at the link below:

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

Please note that you will be automatically prompted to install Game Advisor upon clicking the link. Once you’ve generated the report, you can attach it to this thread by clicking “More posting & formatting options…”

Ashley Segovia

#8 - May 22, 2013, 5:58 p.m.

Hello again! I’m looking at your ticket right now and the first thing we’ll need from you is the crash log and the Game Advisor report. You can find the crash log by navigating to Documents\Guild Wars 2 and it’ll be the ArenaNet.log file.

These reports should give us a better idea in regards to your system in order to troubleshoot the issue as I’d rather start simple before having you reformat your hard drive

You don’t have to attach the reports to this thread, you can simply reply to the ticket and we’ll get back to you as soon as possible!

Ashley Segovia

#10 - May 22, 2013, 6:37 p.m.

To make it easier on you you should be able to just reply via e-mail and add any requested reports as an attachment that way. Works just as well!

If you need to log into your support account, you can go to http://help.ncsoft.com/ and log into the “My Stuff” tab. If you are unable to login, please use the “Forgot your password?” link to reset your password and your username/e-mail should be the same one that you contacted support with.