Unable to log onto EU servers, Asia and US work fine

Technical Support
1

For about 4 days now I have been unable to log into diablo 3 on the EU servers. Logging into the Asia or US servers work as normal, but with the EU (where I play) I keep getting 2 messages, first: “Warning! There was an error. (Code 1016)” and once i click ok on that one i get "Lost Connection. There was an error (Code 1016) after which I am simply sent to the login screen where my problems start over again.
It was working fine until just a few days ago, I havent changed anything, i tried reinstalling the game and deleting some files that other post said could cause problems, but nothing has worked so far. The fact that I still can log in on other servers makes me wonder if there is anything I actually can do, or if this just needs patching?

Thanks in advance!

2

Good luck lol… that’s all i can say

3

Follow the instructions in this article…

Do two traces, one to the US (where authentication is working) and one to the EU servers (where authentication is failing), and paste both of the traces into the thread so we can see if there’s a problem network hop in the route your traffic’s taking to the EU servers that it isn’t going though on the route to the US servers.

4

Hey, thanks for replying.
The authentication step works on both servers, its just that on EU it stops at the “Retrieving characters” part. But I’ve run the WinMTR for both IPs on EU and the north american one.

First EU IP:
|------------------------------------------------------------------------------------------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| 192.168.68.1 - 0 | 69 | 69 | 0 | 0 | 3 | 0 |

| 10.15.2.129 - 0 | 69 | 69 | 1 | 1 | 13 | 1 |

| g-br-c1-link.se.telianet - 10 | 52 | 47 | 5 | 6 | 10 | 6 |

| m-b-c2-link.se.telianet - 0 | 69 | 69 | 5 | 6 | 17 | 6 |

| ld-h-peer4-link.se.telianet - 0 | 69 | 69 | 5 | 6 | 18 | 5 |

| kbn-b2-link.telianet - 0 | 69 | 69 | 6 | 7 | 23 | 6 |

| kbn-bb3-link.telianet - 8 | 54 | 50 | 18 | 19 | 29 | 19 |

| hbg-bb3-link.telianet - 0 | 69 | 69 | 18 | 19 | 22 | 18 |

| adm-bb3-link.telianet - 0 | 69 | 69 | 19 | 19 | 24 | 19 |

| adm-b10-link.telianet - 44 | 25 | 14 | 0 | 19 | 21 | 20 |

| blizzard-ic-348623-adm-b2.c.telianet - 0 | 69 | 69 | 18 | 22 | 74 | 19 |

| ae1-br02-eqam1.as57976net - 0 | 69 | 69 | 35 | 187 | 974 | 163 |

| 137.221.65.77 - 0 | 69 | 69 | 20 | 47 | 303 | 20 |

| bond0-vs01-eqam1.as57976net - 0 | 69 | 69 | 18 | 21 | 76 | 18 |

| 137.221.66.43 - 0 | 69 | 69 | 18 | 19 | 25 | 19 |

| 185.60.112.157 - 0 | 69 | 69 | 19 | 19 | 25 | 20 |

|____________|||||||

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Second EU IP:
|------------------------------------------------------------------------------------------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| 192.168.68.1 - 0 | 64 | 64 | 0 | 0 | 3 | 0 |

| 10.15.2.129 - 0 | 64 | 64 | 1 | 1 | 4 | 2 |

| g-br-c1-link.se.telianet - 9 | 48 | 44 | 6 | 6 | 7 | 6 |

| m-b-c2-link.se.telianet - 0 | 64 | 64 | 5 | 5 | 8 | 6 |

| ld-h-peer4-link.se.telianet - 0 | 64 | 64 | 5 | 6 | 25 | 9 |

| kbn-b2-link.telianet - 0 | 64 | 64 | 6 | 7 | 23 | 6 |

| kbn-bb3-link.telianet - 38 | 27 | 17 | 18 | 19 | 26 | 18 |

| hbg-bb3-link.telianet - 0 | 64 | 64 | 18 | 18 | 21 | 19 |

| adm-bb3-link.telianet - 0 | 64 | 64 | 18 | 18 | 22 | 18 |

| adm-b10-link.telianet - 0 | 64 | 64 | 19 | 19 | 43 | 19 |

| blizzard-ic-348623-adm-b2.c.telianet - 0 | 64 | 64 | 18 | 21 | 72 | 19 |

| ae1-br01-eqam1.as57976net - 0 | 64 | 64 | 19 | 54 | 281 | 98 |

| 137.221.65.75 - 0 | 63 | 63 | 19 | 130 | 2639 | 2639 |

| 137.221.78.49 - 0 | 64 | 64 | 18 | 21 | 102 | 18 |

| 185.60.112.158 - 0 | 64 | 64 | 18 | 18 | 26 | 19 |

|____________|||||||

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

North american IP:
|------------------------------------------------------------------------------------------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| 192.168.68.1 - 0 | 112 | 112 | 0 | 0 | 3 | 0 |

| 10.15.2.129 - 0 | 112 | 112 | 1 | 1 | 5 | 2 |

| g-br-c1-link.se.telianet - 8 | 89 | 82 | 5 | 6 | 7 | 6 |

| m-b-c2-link.se.telianet - 0 | 112 | 112 | 5 | 5 | 10 | 6 |

| ld-h-peer4-link.se.telianet - 0 | 112 | 112 | 5 | 5 | 11 | 5 |

| kbn-b2-link.telianet - 0 | 112 | 112 | 6 | 7 | 32 | 6 |

| kbn-bb3-link.telianet - 14 | 73 | 63 | 107 | 108 | 118 | 108 |

| nyk-bb3-link.telianet - 0 | 112 | 112 | 91 | 91 | 97 | 92 |

| chi-b23-link.telianet - 70 | 30 | 9 | 0 | 111 | 112 | 111 |

| blizzard-ic-348622-chi-b2.c.telianet - 0 | 112 | 112 | 107 | 110 | 165 | 109 |

| ae1-br02-eqch2.as57976net - 2 | 60 | 59 | 439 | 1790 | 4400 | 3959 |

| et-0-0-3-br02-eqla1.as57976net - 0 | 112 | 112 | 150 | 158 | 254 | 151 |

| be3-pe02-eqla3.as57976net - 0 | 112 | 112 | 153 | 155 | 214 | 154 |

| 24.105.30.129 - 0 | 112 | 112 | 150 | 151 | 153 | 151 |

|____________|||||||

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Could’nt see where to attach the files so hopefully writing them out like this waorks aswell. Also removed the last dot in the links because I could’nt post link.

5

You don’t need to if you put them between two “~~~” lines, like this

~~~
winmtr report here
~~~

About you reports, nothing special can be concluded. I also notice that you ran the tests for about 2 minutes. If you can retest for 10 minutes (at least 5 minutes after you get 1016 error), the data may be more meaningful.

1 Like
6

Alright, here are the 10 minute tests for the same IPs. While testing the second EU IP I actually was logged in for about 15 seconds (First time I got logged in in about 15 tries this week), I could see my character and some clan members online but friendlist didnt load at all, and then i got the same error again and was sent back to the login screen.

First EU IP:

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                            192.168.68.1 -    0 |  603 |  603 |    0 |    0 |    4 |    0 |

|                             10.15.2.129 -    0 |  603 |  603 |    1 |    1 |    3 |    1 |

|               g-br-c1-link.se.telia.net -   67 |  166 |   56 |    0 |    6 |    7 |    6 |

|                m-b-c2-link.se.telia.net -    0 |  603 |  603 |    5 |    5 |    9 |    6 |

|            ld-h-peer4-link.se.telia.net -    0 |  603 |  603 |    5 |    5 |   36 |    6 |

|                   kbn-b2-link.telia.net -    0 |  603 |  603 |    6 |    7 |   30 |    6 |

|                  kbn-bb3-link.telia.net -   12 |  416 |  369 |   18 |   19 |   33 |   18 |

|                  hbg-bb3-link.telia.net -    0 |  603 |  603 |   18 |   19 |   24 |   19 |

|                  adm-bb3-link.telia.net -    0 |  603 |  603 |   19 |   19 |   27 |   19 |

|                  adm-b10-link.telia.net -   51 |  200 |   99 |   19 |   19 |   23 |   19 |

|   blizzard-ic-348623-adm-b2.c.telia.net -    0 |  603 |  603 |   18 |   22 |   97 |   19 |

|              ae1-br02-eqam1.as57976.net -    3 |  535 |  519 |   20 |  182 | 3142 |  153 |

|                           137.221.65.77 -    3 |  536 |  520 |   20 |  130 | 3298 | 3298 |

|            bond0-vs01-eqam1.as57976.net -    0 |  603 |  603 |   18 |   22 |  106 |   19 |

|                           137.221.66.43 -    0 |  603 |  603 |   18 |   19 |   25 |   19 |

|                          185.60.112.157 -    0 |  603 |  603 |   19 |   19 |   30 |   20 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Second EU IP:

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                            192.168.68.1 -    0 |  636 |  636 |    0 |    0 |    4 |    0 |

|                             10.15.2.129 -    0 |  636 |  636 |    1 |    1 |    4 |    1 |

|               g-br-c1-link.se.telia.net -   65 |  179 |   64 |    0 |    6 |    7 |    6 |

|                m-b-c2-link.se.telia.net -    0 |  636 |  636 |    5 |    5 |   13 |    6 |

|            ld-h-peer4-link.se.telia.net -    0 |  636 |  636 |    5 |    6 |   59 |    6 |

|                   kbn-b2-link.telia.net -    0 |  636 |  636 |    6 |    7 |   36 |    8 |

|                  kbn-bb3-link.telia.net -   16 |  397 |  337 |   18 |   19 |   35 |   19 |

|                  hbg-bb3-link.telia.net -    0 |  636 |  636 |   18 |   18 |   23 |   19 |

|                  adm-bb3-link.telia.net -    0 |  636 |  636 |   18 |   18 |   24 |   19 |

|                  adm-b10-link.telia.net -    1 |  632 |  631 |   19 |   19 |   86 |   19 |

|   blizzard-ic-348623-adm-b2.c.telia.net -    0 |  636 |  636 |   18 |   22 |  104 |   21 |

|              ae1-br01-eqam1.as57976.net -    0 |  636 |  636 |   19 |   81 |  601 |   19 |

|                           137.221.65.75 -    2 |  572 |  564 |   19 |  236 | 4619 |   20 |

|                           137.221.78.49 -    0 |  636 |  636 |   18 |   20 |   86 |   18 |

|                          185.60.112.158 -    0 |  636 |  636 |   18 |   18 |   23 |   19 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

US IP:

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                            192.168.68.1 -    0 |  533 |  533 |    0 |    0 |    4 |    0 |

|                             10.15.2.129 -    0 |  533 |  533 |    1 |    1 |    5 |    1 |

|               g-br-c1-link.se.telia.net -   57 |  164 |   71 |    0 |    6 |   16 |    6 |

|                m-b-c2-link.se.telia.net -    0 |  533 |  533 |    5 |    5 |   14 |    6 |

|            ld-h-peer4-link.se.telia.net -    0 |  533 |  533 |    5 |    5 |   17 |    6 |

|                   kbn-b2-link.telia.net -    0 |  533 |  533 |    6 |    7 |   40 |    6 |

|                  kbn-bb3-link.telia.net -   12 |  362 |  319 |  107 |  108 |  122 |  108 |

|                  nyk-bb3-link.telia.net -   21 |  292 |  231 |   91 |   91 |   98 |   91 |

|                  chi-b23-link.telia.net -   78 |  131 |   30 |    0 |  108 |  109 |  108 |

|   blizzard-ic-348622-chi-b2.c.telia.net -    0 |  533 |  533 |  106 |  112 |  203 |  108 |

|                   No response from host -  100 |  107 |    0 |    0 |    0 |    0 |    0 |

|         et-0-0-3-br02-eqla1.as57976.net -    0 |  533 |  533 |  150 |  160 |  482 |  150 |

|              be3-pe02-eqla3.as57976.net -    0 |  533 |  533 |  109 |  158 |  263 |  153 |

|                           24.105.30.129 -    0 |  533 |  533 |  150 |  150 |  155 |  151 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
7

I don’t spot any issue in the log. The last hops had no data packet loss or latency issues. So, the game servers were fine, I think.

You said the problem is at loading hero list. Any error code?
This is article of retrieve hero list error: Error 395002 - Blizzard Support
Try the steps, especially the last step: delete … folder

1 Like
8

I tried those steps, and deleted that folder, it didnt help.

I get to the point in launching the game where there is a “Server Authentication” square with 3 lines of text. Firstly, the “Connected to a Blizzards Server” with a green tick, then the “Authenticated” with a green tick, and lastly “Retrieving Hero List…” with no green tick. And after a few seconds I get the error message “Warning! There was an error. (Code 1016)” and after clicking “OK” on that one I get another message saying “Connection Lost. There was an error. (Code1016)”, and then I’m sent to the login screen.

9

1016 is a generic code for network disconnection. It doesn’t tell much.

I guess the hero list come from other server, not from game server. So, may be something wrong in between. I don’t have much idea. The following is a troubleshooting article for “disconnection”:

I suggest you to try the steps including the Advanced Troubleshooting section.
If that doesn’t help, you may enter a ticket to reach support if they don’t response here.

1 Like
10

Thanks, I was checking that link out before I posted here and tried the ones I could. The ticket requires too many scans/tests to be done by me, so I guess I’ll play something else, maybe some future update will resolve this. Thank you for your time.

11

You can try every link on the internet… Fact is the problem is at Blizzard. I have been having constant 1016 errors… I think I’m at 30 errors for the day. and my MTR is clean once again… not even 0.01% packet loss on my
internet. and besides 1-3% packet loss should make no difference over 500+ packets…

Blizzard and their support will make you troubleshoot this until you starting thinking its your stuff that’s making the issues.

12

Update: the new patch that was released fixed this issue.

13

i need help dont know where to write this… error code1… cant get in to diablo… it cant authenticate… or more like it cant retrieving hero list

15

[#Bnet] We’re currently investigating an issue affecting our authentication servers, which may result in failed or slow login attempts.[quote=“Boubou-1741, post:14, topic:2547, full:true”]
Hi:

25 minutes ago on Twitter…
[/quote]

so this is not just me, there are problem with the server?