I have tried all the suggested steps the funny thing is that I can play in the NA and Asian servers no problem also I have logged on my pc with another account and it plays perfect it must be my account that is stuck on that retrieve list , I also notice after 30 sec of retrieving the hero list Diablo64 retail is not responding and in a dead lock, then log with different account in same EU server and there is no problem.
@DrakeNovice : Hi,
There is a similar case (cannot load the list of heroes) on the French language EU forums; the affected player contacted Support and Support logged in on his/her account… and saw the same issue. Support has transferred the issue to developpers because it seems to be some sort of an account crash.
You might want to contact Blizzard Support too and see if they can help you.
Edit : the French player did not say what service he/she contacted… the following link might help, however :
1 Like
Yes, I have the same issue monday was working fine then yesterday my computer locks at retrieving hero list
Same issue for me since yesterday. Can’t play.
I can’t retrieve hero list since yesterday.
when It’s time to retrieve my hero list diablo 3 retail stop responding. europe
I try to log in on america servers and the game is runing perfectly.
I restart my internet connection. I update my graphic card. I try to fix the game from the scan and repair option. I deleted the battlenet folder and install it again.
Hi yeah i have the same problem. It started with freezer lag 36 hours ago that came and went. After that I got stuck on retrieving heros list. it has continued all day today. Updated my graphics card, reinstalled Diablo 3, reinstalled battle.net. The problem remains. But this happens ONLY on EU. When im trying to start up the game on the Americas server it works, same thing with the Asian server.
This thread is from march 2020, so it’s not going to be the same incident / fault. Anyway, I literally just authenticated, retrieved hero list and entered the game on EU so it’s not a server-end problem. That being the case, could I suggest…
Follow the advice in that article and post the results of your traces here.
at the moment i know 5 people with the same issue. and it happended to the 3 of us at the same time… I call 2 other friends who haven’t been played for a while and the got the same problem. Now Magic above have the same problem. Yes other people from my clan are online and play… but i thing it’s to difficult this to happens to 3 people at the same time while were playing, don’t you thing?..
P.s. I don’t know what to do with the program you provide. i don’t understand that. thank you for your time! peace!
is that you want?
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| DESKTOP-5BEF9PQ - 0 | 239 | 239 | 0 | 0 | 0 | 0 |
|____________|||||||
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
i run it until the diablo 3 retail stop responding
No, because there’s no trace there.
All it’s showing is the network adaptor in your PC.
You should see at least 10-20 hops in the trace.
In which case it’s more likely to be a local ISP issue and/or nearby internet backbone node if it’s affecting multiple users in the same locality.
Without a proper trace it’s impossible to suggest what the fault is.
The article I linked has express instructions on exactly what you need to do.
People from my friends list who has the same problem right now are from:
Sweden
Rumenia
England
Bosnia
Russia
Germany
Holland
Denmark
Norway
Total count of people that experience the same problem as of now - 29
[ again they can start up retrieve and play the game on Americas & Asia but not EU ]
NEW - 2021-03-02
Again got the same problem again with not being able to log in and getting stuck at retrieving heroes list (but i can log in to the americas and asian server with ez) and on top of this issue - the last 3 weeks i’ve got a lot of lag spikes that persist 5-10 sec. this happens on grs all above 125 to 150… for some reason it only affects some people.
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| speedport-entry-2i.otegr - 0 | 100 | 100 | 0 | 0 | 3 | 0 |
| 10.106.108.100 - 0 | 100 | 100 | 30 | 41 | 193 | 32 |
| 79.128.250.0 - 0 | 100 | 100 | 31 | 42 | 193 | 32 |
| 79.128.234.181 - 0 | 100 | 100 | 31 | 43 | 193 | 32 |
| 79.128.35.141 - 3 | 92 | 90 | 31 | 39 | 158 | 32 |
| 79.128.234.160 - 0 | 100 | 100 | 31 | 43 | 193 | 33 |
| kolasr01-hu-0-5-0-0.ath.OTEGlobegr - 0 | 100 | 100 | 32 | 43 | 195 | 34 |
| 62.75.6.210 - 0 | 100 | 100 | 69 | 80 | 212 | 72 |
| 80.249.208.83 - 0 | 100 | 100 | 69 | 85 | 227 | 71 |
| ae1-br02-eqam1.as57976net - 0 | 81 | 81 | 76 | 688 | 3296 | 259 |
| 137.221.65.77 - 0 | 85 | 85 | 70 | 512 | 2636 | 316 |
| bond0-vs01-eqam1.as57976net - 0 | 100 | 100 | 68 | 82 | 214 | 70 |
| 137.221.66.43 - 0 | 100 | 100 | 70 | 82 | 216 | 71 |
| 185.60.112.157 - 0 | 100 | 100 | 69 | 79 | 214 | 72 |
|____________|||||||
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| speedport-entry-2i.otegr - 0 | 74 | 74 | 0 | 0 | 8 | 0 |
| 10.106.108.100 - 0 | 74 | 74 | 30 | 35 | 171 | 32 |
| 79.128.250.0 - 0 | 74 | 74 | 30 | 36 | 169 | 32 |
| 79.128.234.74 - 0 | 74 | 74 | 31 | 36 | 170 | 31 |
| 79.128.35.141 - 2 | 70 | 69 | 31 | 33 | 64 | 32 |
|athe-asr99a-athe-cgna.backbone.otenetnet - 0 | 74 | 74 | 32 | 37 | 179 | 32 |
| kolasr01-hu-0-5-0-0.ath.OTEGlobegr - 0 | 74 | 74 | 32 | 39 | 173 | 34 |
| 62.75.4.154 - 0 | 74 | 74 | 68 | 75 | 210 | 68 |
| 80.249.208.83 - 0 | 74 | 74 | 68 | 77 | 212 | 69 |
| ae1-br02-eqam1.as57976net - 0 | 73 | 73 | 84 | 255 | 1059 | 599 |
| 137.221.65.77 - 0 | 73 | 73 | 69 | 148 | 703 | 189 |
| et-0-0-31-pe02-eqam1.as57976net - 0 | 74 | 74 | 68 | 79 | 211 | 71 |
| 185.60.112.158 - 0 | 74 | 74 | 69 | 74 | 211 | 71 |
|____________|||||||
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
two ip host for europe
Alright i have tried to log in with 2 of my friends accounts (from the same country) and it worked.
Seams like the problem is account bound. well that sucks big time…
I have the same problem since last night saturday 13. I had new windwos update and the new battlenet app uppdate layout so it must be one of those 2 …
I try log into diablo 3 and it gets stuck on retrieve hero list .
The login bug started after my first crash of the day in saturday but i could log into the game all from 5-20 minuts trying and had to re try after every crash i had during that day
Sunday today i could login in morning around 10.00 … but when i tried at 14.00 i could not log in and im still trying every 30 minuts and it has gone 4 hours and its just stuck on retrieve a hero list
Happened to my uncle account today. Still retreiving hero list. Try to repair game, uninstall/ install battlenet , uninstall/install diablo. Checked internet connection ,updated drivers and nothing. Even i try to log in his account from my PC (Totally different machine) and still stucked on “Retrieving hero list”. 
Same here. We are from Slovakia. Today morning my uncle play and after 15:00 he cant log in to accout. We try different PCs. His PC, my PC , my laptop and nothing.
Hi there everyone, thanks for continuing to report this to us, we’ve been able to verify that there does seem to be an issue here and we’re passing it on for further investigation at this time.
There won’t be an ETA, but will be passing on anyone who is in this thread affected by the issue as part of my escalation. Hopefully it can be addressed promptly!
5 Likes
Thank u for a fast reply and letting us now u are aware of the situation.
I thought bluepost didnt was a thing in eu forum and was thinking of should i post it in EU or just go on US but u made it clear that bluepost exist on eu.
2 Likes
у меня такая же проблема