Collecting Diagnostic Information for Support (Reporting Tech Issues)

Every support ticket is a new puzzle for our GM team to solve—which means that giving them every possible edge can make all the difference in how fast they’re able to piece things together. Particularly for technical problems, taking the time to include at least one of these diagnostic files can help us as we search for a solution:

  • Game Advisor (Windows): This official NCSoft tool gathers information about your system and network connection and saves it as a local file on your computer.

  • ArenaNet.log (Windows & Mac): This text file is automatically generated when your game encounters a critical error. If you're running into disconnects or crashes, this is an important file to include with your ticket.

  • System Information (Mac): This official Mac app provides a detailed summary of your Mac hardware, software, and network information.

  • WinMTR (Windows): This free network diagnostic tool gathers network connection data that helps us identify connection issues between your game client and the server. As this is a third-party program, we only recommend running it if specifically requested by a support agent.

Below you'll find more information about how to generate a report using each tool, as well as how you to send this information to the ArenaNet support team.

 Game Advisor 
 ArenaNet.log 
 System Information 
 WinMTR 

Whenever you run into a technical issue with the game, you are encouraged to run the Game Advisor application. This tool generates a report that includes basic information about your system—such as your device list, hardware specifications, and driver details—as well as network diagnostic results collected by the tool.

game_advisor_en.png

NOTE: If you are using a router, hub, or switch, please bypass the device by connecting your computer directly into your modem before running this utility. Note that you may have to reboot your modem and/or computer to reestablish an Internet connection.

If this isn't possible, run Game Advisor anyways, as the information is still useful when troubleshooting issues.

Running Game Advisor

To run Game Advisor, follow these steps:

  1. Download the Game Advisor tool: http://us.ncsoft.com/gameadvisor
  2. When prompted, save the file to your Windows Desktop so that you can access it easily. DO NOT run the application directly from the website, as this can cause issues.
  3. Double-click GameAdvisor.exe to run the program.
  4. Use the Language dropdown at the top of the window to select your language.
  5. Select Guild Wars 2 from the list of games.
  6. Click on the Test Computer and Connection button. This will begin the diagnostic tests, which may take several minutes.
  7. Once the process is complete, a "Test Result" window will appear with information about how to find and access your diagnostic file. This is saved as a .zip file.

Reviewing your Results

If you want to review your Game Advisor results, you can open the zip folder and extract the text file before sending it to the Support Team.

The text file is broken into the following categories:

  • DirectX Information
  • Display Device Information
  • Sound Device Information
  • Input Device Information
  • Windows Information
  • Network Diagnostic Information
  • Currently Running Processes
  • System Registry Information

If you're experiencing Network issues, you can see whether and where you're dropping packets in the Network Diagnostic Information section. For more information about how to interpret these results, you can visit this article.


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.

How to find your ArenaNet.log file (Mac)

  1. Click on the Finder icon.
  2. Hold down the Option key while clicking Go in the Finder menu bar. A dropdown will appear.
  3. Continue to hold the Option key and click on Library in the Go dropdown.
  4. Once in the Library folder, click on Application Support > Guild Wars 2 > p_drive > User > App Data > Guild Wars 2.
  5. Inside the Guild Wars 2 folder, you should find the ArenaNet.log text file.

The System Information app provides a detailed summary about your Mac hardware, software, network, and external devices.

system_info_mac_en.png

Running the System Information App

  1. Click on the Apple menu.
  2. Select the About This Mac option.
  3. Click the System Report button to see a detailed list of your computer specifications.

Generating a System Report File

Once you've opened your System Report, it's time to save the file:

  1. Click File.
  2. Select Save.
  3. Name your file "System Information Report".
  4. Save your file in a place where you can easily find it. It will be saved as a System Profile Report (.spx) file.

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

Please avoid using this tool unless specifically asked, since it is not an official ArenaNet or NCSoft application.

winMTR.png

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.

Sending Your Diagnostic Info to ArenaNet

Once you've collected your diagnostic information, please send the (unmodified) file or .zip folder to the Support Team by attaching it as a reply to your latest support email. This message will include the ticket number in the subject line and is from the following email:

  • Guild Wars 2 Support support@guildwars2.com via zendesk.com)

If you have not created a ticket yet, take a moment to submit a Tech Support ticket with everything you know about the problem. You should receive an automated response within a few minutes, which you can use to attach the requested file(s).