User:Veron/Resources/Michael Henninger posts

Michael Henninger - GM Proheals is running around WvW.

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Just a heads up in case you see the character GM Proheals doing any of the following:

• appearing/disappearing
• teleporting
• running really fast
• not dying
• moving players – very unlikely but I know if I don’t include it….
• changing teams (friendly to enemy at will)

You should not see me doing any of the following:

• fighting back / fighting npc characters
• standing in unclaimed land
• reviving players
• using siege and supply

Here’s my toon: !http://i.imgur.com/TTVHVaB.jpg! Questions?

— https://forum-en.gw2archive.eu/forum/game/wuv/GM-Proheals-is-running-around-WvW/4845366

Michael Henninger - Checking In

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Hi guys!

It’s no secret that customer support is swamped right now and we’re behind on things. I’m bringing in extra people to catch up with what is quite simply one of the best reactions ArenaNet could ask for – thousands of new and returning players.

Our priority is getting players into the game. Password resets are being handled as a priority. Other issues are coming in behind that.

Lastly, if you are in one of our batch password reset mailings and you have additional or separate issues PLEASE reply to the email and let us know. We are handling good contacts who chose ‘password reset’ in bulk for speed of service. This does not mean we want you to go away. We love you!

• Edit – Submitting your ticket more than once does not improve your wait time – it merely slows down the team as we have to close those duplicates.

Updating your ticket does not have a negative effect on your ticket. In fact, updating with additional identifying information can reduce your wait time.

— https://forum-en.gw2archive.eu/forum/support/support/Checking-In/4765334

Michael Henninger - PSA: In-Game Mail From "GMs"

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My team will never ever send an in-game mail to notify you of an account infraction or warn you that you sold gold.

If you had sold gold we’d already have terminated your account.

Please do not reply to these mailings or provide any information to the website linked within. The page is NOT an official Guild Wars 2 webpage.

— https://forum-en.gw2archive.eu/forum/game/gw2/PSA-In-Game-Mail-From-GMs/4679747

Michael Henninger - Cheating Dev

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I haven’t read this entire thread because it started to become a lot of “I heard he/she did this”. Here’s what is happening and you’re going to see more of it.

There are 6 GMs with the power to monitor WvW in the live environment and all work directly under me. The shots above are of me (GM Proheals) standing in Bay after BlackGate took the point.

I ran all the way from TCs Gari into Bay visible and was a Guardian the entire time. No tool exists to allow anyone to switch professions.

We have the ability to switch to any of the 3 teams (blue/green/red) in order to properly police WvW. This allows us to visibly take action against players due to recent outcry that we aren’t actually there doing anything. We can also switch to a fourth team making us ‘friendly’ to all teams but we can’t communicate with you when we do. We also can’t communicate with hostile teams which is why we’re team switching.

These characters are separate from both our play and work accounts – and when used in WvW are only policing. Any interaction such as killing or taking a point (standing in the circle) will flag for audit.

This wasn’t a test. I was there doing live monitoring of the WvW environment. We’re looking for hacks, invisible players, siege griefing, and more.

We’ll be present on all servers randomly for both NA & EU and have no bearing on the outcome of a match.

See https://forum-en.gw2archive.eu/forum/game/wuv/Ingame-GMs-do-they-exist for more on what we do in WvW.

Many of you know me in game and I thank you for the positive feedback we’re getting while we work on keeping WvW balanced and fair. If you helped me take down a cheater – cheers!

— https://forum-en.gw2archive.eu/forum/game/wuv/Cheating-Dev/4647446

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Ha! Terribly sorry about that. The teamswitch command is a bit rough to type and I was trying desperately to move to your friendly team.

— https://forum-en.gw2archive.eu/forum/game/wuv/Cheating-Dev/4647460

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During a fight we’re switched to friendly to all unless there is chat we need to monitor, then we go invis. Watch us in action and you’ll see we actually don’t get in the way. The screenshot above was taken after bay was turned and the team had no hostiles. I was showing them how the tool worked and assuring them that I wouldn’t die and drop loot bags.

— https://forum-en.gw2archive.eu/forum/game/wuv/Cheating-Dev/4647489

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Great question. The total number is much larger, only those 6 and myself will ever be visible.

— https://forum-en.gw2archive.eu/forum/game/wuv/Cheating-Dev/4647936

Michael Henninger - Ingame GMs, do they exist?

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All of us (GMs) have character names starting with GM (GM Proheals, for example). We are online 24/7 and responding to reports sent by you via the in-game reporting system. 98% of the time we’re invisible clearing bots and the like.

To remove someone using hacks (teleports, speed, etc) we have to witness the act in game so you must use the in-game reporting tool. The only exception is if you can point us to chat where the player cheating has said they are using a 3rd party program.

Hope this helps, I’ll check in later for questions.

— https://forum-en.gw2archive.eu/forum/game/wuv/Ingame-GMs-do-they-exist/4569151

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I can't speak to tools. I can tell you that using the 'botter' option is indeed sufficient. As for the exploits are ANet address, this isn't a Customer Support address. Exploits is more of a 'I found a way to cheat here’s how to do it' thing and Quality Assurance reviews those. GMs don’t belong to a server so wondering if you're server has a GM is futile. We're everywhere >=).

— https://forum-en.gw2archive.eu/forum/game/wuv/Ingame-GMs-do-they-exist/4570171

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Every report is served in order. Even if it were a separate report option no extra weight would be given to a cheater in WvW over a botter, or a griefer, or someone spouting hate speech in DR. Well… maybe that last one.

— https://forum-en.gw2archive.eu/forum/game/wuv/Ingame-GMs-do-they-exist/4570327

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To further clarify – exploits@arena.net is not used for reviewing reports of cheaters. This is for notifying us of found exploits so that QA can work on reporting fixes.

— https://forum-en.gw2archive.eu/forum/game/wuv/Ingame-GMs-do-they-exist/4570335

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In-game for botting is always the right way to go. This is (generic, I understand) a report that a GM sees and responds to by going into the game. I am looking at new ways to let players report but I’m going to need a few days to poke holes in my methods.

— https://forum-en.gw2archive.eu/forum/game/wuv/Ingame-GMs-do-they-exist/4573182

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Ok, first about us getting to cheaters before they disappear. Yes, it happens. The reports come into what we call the stream and are served in the order they’re submitted. However, our coverage allows us to keep on top of these in a very small window (sometimes seconds, sometimes a few minutes).

The reason for physically seeing the cheater is that we can then 100% say during an appeal that they were cheating. We have multiple methods of detection for a multitude of offenses but we’re always going to put eyes on the situation so we don’t accidentally terminate an account unjustly.

Cheaters fighting cheaters is a really bad idea; especially given how public the situation is and how I’m currently focused on the situation. If I catch someone cheating “I only did it once” isn’t a valid defense. Nor is “but they did it first”. If it feels wrong; then it’s wrong. If you’re not sure call up your Kindergarten teacher for guidance (an old joke from a friend).

— https://forum-en.gw2archive.eu/forum/game/wuv/Ingame-GMs-do-they-exist/4573215

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When we ban someone we’ve seen what they were doing. We’re aware of how and my job isn’t to plug the hole. It’s just to stop the person that used it.

— https://forum-en.gw2archive.eu/forum/game/wuv/Ingame-GMs-do-they-exist/4672379

Michael Henninger - TWO characters with a forced name change

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Here are the policies: We don’t monitor names.

When reported; we review a name manually and as a team.

If it violates policy we change it. We don’t care about how often it’s reported – that has no weight in our decision.

If it is offensive in ANY territory our game is supported – we change it.

Example: Pallet is offensive in a European country but is fine here in the states. (Though why you’d want to be a pile of wood is beyond me.)

You have the right to appeal our decision and explain your viewpoint via submitting a support ticket. We will not weigh in on the forums. If you repeatedly use offensive names your account will be suspended.

— https://forum-en.gw2archive.eu/forum/support/support/TWO-characters-with-a-forced-name-change/4490860

Michael Henninger - Dungeon owner sometimes required

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The in-game tool is immediate whereas tickets take time. Go with the in-game report every time. It basically calls a GM to the location. You can’t see ‘em; but they’re there.

— https://forum-en.gw2archive.eu/forum/game/dungeons/Dungeon-owner-sometimes-required/4427303

Michael Henninger - CS and Defrauding

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We don’t use screenshots when investigating ’cause Photoshop is a thing. Our logs are sufficient as long as you can narrow down the timeframe.

The above example would be sufficient for reporting. But please remember that it’s really not a good idea to make such a valuable trade. I see tickets everyday where someone loses a legendary or piles of gold this way.

— https://forum-en.gw2archive.eu/forum/support/support/CS-and-Defrauding-aka-Scamming/4427225

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Hi guys!

I wanted to give you a quick rundown on what involvement Customer Support takes regarding defrauding/scamming. Let’s look at the two parts of this:

1. We do not reimburse wealth lost to other players for any reason if it is outside of the Black Lion Trading Post. This is because Customer Support can not duplicate wealth. With the volume of requests coming in we alone would damage the economy if we were to restore wealth lost when trading takes place.

2. We terminate accounts permanently for defrauding (scamming). If you are found to make a deal to trade (say, sword for gold) and not hold up your end we will investigate and terminate. If you are the victim of a scam you should submit a support ticket and provide what you lost and the time and date as accurately as you recall. This is usually all we need to research the event but we will ask you if we need more info. You do have a right to know the outcome of these investigations but be aware these take us a few days to resolve.

Please be sure to include the full details of your trade via game chat (any channel is fine) in Guild Wars 2

We absolutely must be able to see the deal being made to find guilt. Do not use voice chat software or other means to communicate while making a sale/trade.

Again; this will help us terminate accounts that are cheating other players but will not result in a recovery of your losses.

Please understand that you are allowed to trade outside of the BLTP – but you will not receive replacements for lost items or gold. The same goes for selling dungeon runs. CS will not suspend or terminate you for selling runs. We will, however, take action if you take payment and not fulfill your end of the bargain.

I’ll watch this thread for questions and clarify where needed. Thanks!

— https://forum-en.gw2archive.eu/forum/support/support/CS-and-Defrauding-aka-Scamming/4426427

Michael Henninger - message "Account Blocked"

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You should only ever submit one ticket, multiple tickets resets your place in the queues. And, given the nature of your ticket, you’ll be escalated all the way up to me. Do you have your ticket number handy?

— https://forum-en.gw2archive.eu/forum/support/support/message-Account-Blocked/4426802

Michael Henninger - 10 mins commanding FR zerg

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Hey everyone,

I want to clarify a couple of points for you that I feel are important.

1. ArenaNet GMs very rarely send unsolicited whispers.

2. ArenaNet Senior GMs all have character names akin to GM Madi Walker and have the ArenaNet Guild Tag.

3. All ArenaNet GMs have GM ‘Hopefully Cool Alias’.#### for a display name.

4. GM whisper text is golden; not purple.

5. Impersonating a employee or agent of ArenaNet will result in an immediate suspension or termination of your account.

Hope this helps you identify real GMs versus the imposters out there.

Hunt safe.

— https://forum-en.gw2archive.eu/forum/game/gw2/10-mins-commanding-FR-zerg-and-being-reported/4333888

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Good catch. Our names do not have back to back caps. Gm has a lower-case ‘m’.

— https://forum-en.gw2archive.eu/forum/game/gw2/10-mins-commanding-FR-zerg-and-being-reported/4335623