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:

  • dxdiag (Windows): The "DirectX Diagnostic Tool" collects technical information about your system which can be saved into a diagnostic report. This is incredibly useful if you're experiencing technical issues or other hardware problems.

  • -diag (Windows & Mac): This target line parameter can be used to create a network diagnostic file, which is incredibly useful when troubleshooting connection issues.
  • 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.

 dxdiag 
 -diag 
 ArenaNet.log 
 System Information 
 WinMTR 

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.

dxdiag.png

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

diag.png

  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.

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).