Collecting Diagnostic Information for Support (Reporting Tech Issues)

Whenever you're experiencing an issue that requires technical support, you are encouraged to run the DirectX Diagnostic Tool to generate a text file known as your dxdiag report. This report provides a technical overview of your system: including device and driver details, hardware specifications, and other settings that are useful when troubleshooting problems.

Running the DirectX Diagnostic Tool

1. Press Start and select Run or press Windows Key + R on the keyboard. This will open the Run window.
2. Type dxdiag in the text field.
3. Click OK.
4. The DirectX tool will now appear and begin gathering system information.

Generating a dxdiag.txt Report

1. Once the tool is done collecting information, click the Save All Information... button at the bottom of the window.
2. Save the dxdiag.txt report in a place where you can find it later.
3. Click Exit to close the tool.

Guild Wars 2 has a built-in tool that allows you to gather network information while the game is running in order to verify your connectivity to the game server. This is done using a temporary command line parameter placed in the target line of your game shortcut.

Gathering Network Information

1. Open your Guild Wars 2 folder.
2. Right-click on GW2.exe and select Create Shortcut.
3. Right-click on GW2.exe - Shortcut and select Rename.
4. Rename the shortcut to Guild Wars 2 Diagnostic.
5. Right-click on Guild Wars 2 Diagnostic and select Properties.
6. Locate the Target line and add -diag after the existing text. Your target line should now look something like this: C:\Games\Guild Wars 2\GW2.exe -diag
   
7. Click OK to save your changes.

Generating a Network Diagnostic Report

1. Double click Guild Wars 2 Diagnostic to start the test.
2. Once the test has completed, click View Results.

The resulting NetworkDiag.log file will be automatically saved to your ...\Documents\Guild Wars 2 folder—the same place where your screenshot folder is located.

The ArenaNet.log file is a text file that is automatically generated when your game crashes or runs into critical errors. It contains useful information about the error messages that appear in the game, which is why it's always a good idea to include this file if you are running into technical problems.

How to find your ArenaNet.log file (Windows)

1. Open an Explorer window.
2. In the nav bar, type %appdata% and press Enter.
3. You will now be in the AppData\Roaming folder
4. Open the Guild Wars 2 folder.
5. Find the ArenaNet.log text document.

In rare circumstances, you will be asked to submit a WinMTR Report.

Downloading and Installing WinMTR:

1. Download the WinMTR tool from the WinMTR site. A .zip file will be downloaded to your computer.
2. Open the .zip file.
3. Extract the contents of the file to your desktop.
4. Open the WinMTR-v092 folder, then open the folder that matches the version of your Windows OS (32-bit or 64-bit).

Generating a WinMTR Report

Now that you have the tool, it's time to generate a report:

1. First, log into Guild Wars 2.
2. In the chat window of the game, type /ip and press enter. This will return an IP address followed by a colon and a number (i.e. "192.158.1.1:0").
3. Make note of the numbers in the IP address before the colon (:).
4. Now open the WinMTR.exe tool.
5. Paste or type the IP address into the Host field of the WinMTR tool.
6. Click Start.
7. Let WinMTR run while you play Guild Wars 2.
8. After about 30 minutes have passed, click the Export HTML button in WinMTR and save the file to your desktop. If a connection error occurs within the 30 minute window, play for another 10 minutes and then do the same.
9. The resulting report should be saved as an .htm file.