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Today's game status updates have been posted up on the official wiki:

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Account Security & Hacked Accounts

Hackers have lists of email addresses and passwords stolen from other games and web sites, and collected through spyware, and are systematically testing Guild Wars 2 looking for matching accounts.

To protect yourself, use a strong, unique password for Guild Wars 2 that you've never used anywhere else!

We're prioritizing hacked accounts and other blocking login issues over other types of customer support requests. If you submit a support ticket for a hacked account, ensure it is properly prioritized by following these instructions.

As of this writing we have completed all prioritized support tickets for hacked accounts and other blocking login issues submitted prior to Friday, August 31. If you have an older ticket that has not been completed, that means it's not correctly prioritized. Submit a new ticket using the above instructions, and in the title write, "Hacked Account - Ticket submitted August xx - Ticket number xxxxxx-xxxxxx" (fill in the date and ticket number of your existing ticket), and we will prioritize your existing ticket.

Over the past three days we've received approximately 8,500 new support tickets related to hacked accounts and other blocking login issues, and we've resolved issues to get approximately 9,500 players back into the game (most from tickets submitted prior to Friday, August 31). We're aggressively ramping up our customer support team, with 28 new support representatives starting today and more coming online in the next few days, to provide the fast response times our customers expect.

Scanning Accounts & Email Spam
Yesterday, three malicious users each changed the account names of their own Guild Wars 2 accounts thousands of times, scanning through lists of email addresses stolen from other games and web sites, presumably to determine which email addresses were available (not already used for a Guild Wars 2 account) and which were taken. It obviously shouldn't be possible to change your own account name so frequently. We temporarily disabled account name changes and have now restored but limited them to prevent this.

To the thousands of people who received emails stating, "the email address for your Guild Wars account has been changed," and are not even our customers, we sincerely apologize for the spam. Please be aware that your email address is on a list of account credentials that hackers have apparently stolen from other games and web sites and are systematically scanning.

To Guild Wars 2 customers whose email addresses are being tested by hackers but not stolen, thank you for protecting your account by choosing a new, unique password for Guild Wars 2. Even though your unique password should protect you, we think you deserve to know if hackers have your email address on their list of credentials stolen from other games and web sites, so we'll send you periodic notifications when we see hackers testing your account.

Reset Password
We're leaving "reset password" disabled for now. Please contact customer support if you forgot your password.

We believe hackers also have lists of compromised credentials for email accounts, and we don't want to allow them to login to a compromised email account and then use "reset password" to steal the associated Guild Wars 2 game account.

Email Authentication
Once you validate your account email address, we help protect you from attempted account hacking (even if the hacker guesses your password) by sending you an email every time you attempt to login from a new location, asking you to approve or deny the login attempt.

Because you have to first validate your account email address by clicking on a link in email in order to enable this feature, you should be able to receive email messages from us. If you don't see email authentication messages, check your spam/junk folder. Be sure not to flag an email authentication message as spam; if you do, your email provider may prevent all future email authentication messages from reaching you.

If email authentication is preventing you from logging in, contact our customer support team following these instructions and we'll disable it for your account.

PvP Tournaments, World Transfers, Character Creation/Deletion
We experienced multiple outages of PvP tournaments, world transfers, and character creation/deletion today, and ongoing issues with PvP tournament rewards. We're working to address these problems.

Parties & Guilds
We've made significant improvements today to capacity constraints that have caused issues with parties and guilds. However, players will still notice some intermittent issues with party members not appearing on the map, parties not staying together as they travel between maps or into dungeons, and guild manipulation not working.

Trading Post
We're still working on expanding the Trading Post's capacity to handle the huge volume of requested trades. We had the Trading Post down for maintenance earlier today but currently it's online and available to all players. We're still working on some issues, in particular buy and sell commands sometimes appearing to hang although they actually succeeded. We know the Trading Post is a big part of the game and we're working around-the-clock to restore full functionality to all players.

Storyline Steps
Players have reported blocking issues with certain storyline steps. We're preparing fixes for "Stealing Secrets", "A Grisly Shipment", and "The Battle for Fort Trinity", hopefully for tonight's update, and are investigating issues with other storyline steps.

Worlds & Overflow
We created three new worlds in each data center this week, and are periodically increasing the capacities of existing worlds as necessary to handle all the new players coming into the game.

During this initial surge of high concurrency, and especially while most characters are low-level and thus playing in the same starting areas, it's common for players to be directed to overflow servers. To play with a friend on a different overflow server, form a party together, then right-click on the friend's portrait in the party list and click "join". We expect the use of overflow servers to naturally subside as players spread out more through the world.

Exploits
As promised by lead producer Chris Whiteside, this afternoon (72 hours after the bans) we removed the account bans from those customers who were involved in the karma weapons exploit and who correctly submitted appeals agreeing to delete the items. Anyone who remains banned, follow the instructions in the linked post and we'll get you back in the game quickly.

If you discover an emergency game-breaking or economy-breaking bug, do not exploit it, but please notify us immediately at this email address: exploits (at) arena (dot) net. You may also use this email address to report suspected security vulnerabilities. Thank you to everyone who has sent reports. However, note that we cannot respond individually to emails to this address.

GM Actions
Here's a summary of recent GM actions to police the game. In the past 24 hours we permanently banned 292 accounts for RMT-related botting and spamming, and suspended 23 accounts for using very offensive language or names.

Forums
Our most important priority at the moment is to ensure that the game runs stably and flawlessly. So as to not create additional demand on our infrastructure and on our programming team, we made the decision not to open the forums until the initial mass influx of players has calmed down a bit.

Next software updates
We're making non-disruptive changes throughout the day. We'll publish the next back-end server update tonight at midnight Seattle time. The game may be unavailable for approximately 20-60 minutes while we perform this update.
Posted in: News

Comments

#1 Azure Skye

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Posted 03 September 2012 - 03:51 AM

Thank you for this update,Op. I just wanted to know when,"Stealing Secrets" was going to get fixed and it seem they knew out it.

#2 Rekkie

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Posted 03 September 2012 - 04:29 AM

Nice updates, I liked the specifics in relation to hiring more staff and how many people they have banned for botting, suspended for swearing etc.

Keep it up Anet.

#3 I'm Squirrel

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Posted 03 September 2012 - 06:15 AM

The previous patch was horrible. I'm unable to log-in at all due to authentication problems, thanks for the update ArenaNet. Real troll.

#4 jasonwisdom777

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Posted 03 September 2012 - 06:39 AM

It sure would be nice to be able to log in even one time.  I purchased this game 2 days ago and every single time I have tried to log in (over 300 or so attempts at all hours of the day) I get the same error 42 message about the client being unable to contact the login servers at this time. I've disabled everything even resembling firewalls or antivirus on my pc and my router.  I've submitted a ticket to A-Net/GW2 about a day and a half ago but no response.  I've now contacted Gamefly and requested a refund b/c if this is how things are going to be run, then I think I'll pass.  The thing that really upsets me about it is I keep seeing updates dealing with in-game issues like character creation, trading, etc but I can see from the forums that there are clearly tons of us that purchased this game at a whopping $60 and for nothing because we can't even log in.  :mad:

#5 GODh

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Posted 03 September 2012 - 06:49 AM

Quote

To protect yourself, use a strong, unique password for Guild Wars 2 that you've never used anywhere else!
When i change by email + password for GW2, will this also affect my GW1 account??  :huh:

#6 Irexistus

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Posted 03 September 2012 - 07:02 AM

View PostGODh, on 03 September 2012 - 06:49 AM, said:


When i change by email + password for GW2, will this also affect my GW1 account??  :huh:

If you have linked your GW1 account to your GW2 account it will, yes.

#7 ttowncolt

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Posted 03 September 2012 - 07:03 AM

Glad to see story lines being fixed.  I'm personally stuck after unholy ground , but it's nice to see action being taken.

#8 Kysio

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Posted 03 September 2012 - 09:10 AM

If by working they mean that Trading Post cannot be used at all for past 3 days then I could perhaps agree with this statement.

#9 Sonofdeath

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Posted 03 September 2012 - 09:18 AM

They need to work on their 'Help and Support' aspect yes alot of tickets have come in but a wait of 72 hours since your ticket has been placed is quite ridiculous due to those poor players who have been hacked or accidentally reported by some mean person for no reason for gold spamming and it aint true and are unable to join back in game seriously!

#10 Leiard

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Posted 03 September 2012 - 09:59 AM

View PostSonofdeath, on 03 September 2012 - 09:18 AM, said:

They need to work on their 'Help and Support' aspect yes alot of tickets have come in but a wait of 72 hours since your ticket has been placed is quite ridiculous due to those poor players who have been hacked or accidentally reported by some mean person for no reason for gold spamming and it aint true and are unable to join back in game seriously!

Well I've logged a ticket more than 4 days ago and still no response from them.  Their support is horrible.

#11 Sonofdeath

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Posted 03 September 2012 - 10:06 AM

View PostLeiard, on 03 September 2012 - 09:59 AM, said:

Well I've logged a ticket more than 4 days ago and still no response from them.  Their support is horrible.
same im breaking the 4 day mark now haha seriously this should be their main aspect as of the moment and once the large out burst of tickets have been sorted they should then work towards trading post of which because its better to get those misunderstood players back in the game then those crying 'Oh My God i cant survive being this certain race and i can buy or selling anything arena why do you hate me ' those people can keep QQing support is the best way to show how amazing the creator of the games are due to their response and quick co operation with the client.

#12 wpa108

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Posted 03 September 2012 - 10:52 AM

This also is day 4 for me too putting in a ticket with no response.  I still am unable to log into the game or my account since they enabled email authentication.

I have also followed their new instructions from the wiki page and opened another ticket to disable the email notifications from my account.  Well that one is 8 hours and no such luck.  I thought they stated we will address them as they(tickets) will be sorted better to act upon.

Anet support STINKS (i'll will not tell what I really think about them!).

#13 Aveneo

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Posted 03 September 2012 - 01:00 PM

Still hoping that some day I might be able to see the Mistfire Wolf becoming available to both new and existing characters after upgrading your game to DD through the gem-store. :(

#14 ilr

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Posted 03 September 2012 - 01:18 PM

Quote

Forums
Our most important priority at the moment is to ensure that the game runs stably and flawlessly. So as to not create additional demand on our infrastructure and on our programming team, we made the decision not to open the forums until the initial mass influx of players has calmed down a bit.

Boooooooooo....

Also I'm pretty damn sure I heard an Asuran NPC in-game... directly quoting me on the matter of complaining in general.

i am not amuse

#15 Zero_Soulreaver

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Posted 03 September 2012 - 01:19 PM

I hope trade post is up for longer than a few hours :( but they have bigger issues like these hacks.

#16 Life_Infusion

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Posted 03 September 2012 - 01:58 PM

Email authentication is really annoying if you have a dynamic IP. There has to be a better way like MAC address. There is MAC address cloning,  I know but it would be more safe than email.

(It's also much harder to guess, even if you can change it through the registry.)

I'm surprised they took so long to fix brute force attacks. Arenanet should have had captcha or some other human verification for stuff that changed account emails.

#17 Shadowrose

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Posted 03 September 2012 - 02:37 PM

thats just my luck. I happened to pick the story path that is bugged!

good thing they know about it tho

#18 PhazeDelta1

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Posted 03 September 2012 - 02:47 PM

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GM Actions
Here's a summary of recent GM actions to police the game. In the past 24 hours we permanently banned 292 accounts for RMT-related botting and spamming, and suspended 23 accounts for using very offensive language or names.

Nice to see they are still keeping this up.  



Quote

Exploits
As promised by lead producer Chris Whiteside, this afternoon (72 hours after the bans) we removed the account bans from those customers who were involved in the karma weapons exploit and who correctly submitted appeals agreeing to delete the items. Anyone who remains banned, follow the instructions in the linked post and we'll get you back in the game quickly.

ANet is way too generous with their hospitality.  These people knowingly exploited a certain aspect of the game.  I don't understand why they are getting a second chance. They should of remained perma banned, not been given a 3 day vacation.  Just my 2 cents.



Everything else looks good.  Keep up the good work.

#19 Coren

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Posted 03 September 2012 - 02:52 PM

To those who say support is horrible, read what they said. Over 3000 tickets in 3 days. Dont know how many people sort them out, but it's bound to take time.

#20 Alyone

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Posted 03 September 2012 - 04:28 PM

Agree with all the things, hope they can get the spam of tickets to disable email authentication done quickly ^^ only real problem i've had so far