Battle.net downloads/updates crashes my entire Connect Fibre 1gb internet PLZ HELP :( - read for more info!

Technical Support
1

Sorry for the large post in advance!

So I recently upgraded to 1gb Connect Fibre internet the other day and its fantastic BUT as soon as I open battle net and try to download or update MW3, Diablo 3/4 or any other battle.net title - BOOM my internet goes down.

I can repeat this time and time again. This is shown by “DNS not resolved” I cant access websites from either the pc itself (Ethernet) or my MacBook (Wifi), the internet on my other devices (phones/tablets) no longer work either, any downloads I have on other clients also stop immediately and the only things that keep working in my house is my fire sticks (no idea why) Soon as I stop the downloads/updates and close battle net - everything goes back to normal. I can keep the router settings open and in real time I see the connection go from green to red!

So I did a test and I forwarded all the ports in my router settings that Blizzard net uses for its app for its updates/downloads BUT uninstalled the app and what do you know, same thing happened - my internet went down again as soon as I clicked save - all my devices were unable to get access to internet - and can no longer even access my router settings.

This is 100% something to do with the ports that blizzard uses and my router not getting along. For context Im using a connect fibre supplied Linksys Velop MX4000 Series 6E router and my PC is connected via ethernet cable with a solid 940mb download/940mb upload speed. I have tried different ethernet cable and even a usb to ethernet and still the same.

Any help/ideas would be greatly appreciated!

p.s I had no issues on my previous iSP with different router and battle net

Does anyone have any idea what the hell is going on? Or how I can circumvent a workaround or fix?

2

this sounds like something only your isp could fix. I highly doubt blizzard will replace open ports for one person. Maybe its a router firmware bug and simply swapping out yours for an entirely different brand will cure your problem. The other possibility, although small is any vpn/firewall/virus app is affecting those ports that blizzard use. Does this happen only with blizzard games or is it an issue on other games also as that would definately put it down to a router firmware issue.

3

Thanks for your reply - this only happens with blizzard net and no other issues using the internet or downloading/updating games from game pass, steam or Ubisoft launcher etc.

As explained in the previous post even just opening the ports and not having blizzard open still causes the issue so it 100% an issue regarding the ports that blizzard opens to update or downloading with. Such a strange issue. I will contact my ISP but I very much doubt any response from them about it. First time I called them about it (Before a narrowed it down to what the issue is) they just said “its working from our end and up until the broadband enters your home there are no issues on the lines etc”

They have however offered to replace the router so im gonna take that option and see if I maybe just got unlucky with the router

kind regards

Liam

4

its good they are going to replace the router as it may well have an issue. If it still persists after receiving the new router then I suggest either purchasing a new router (entirely different brand compatable with your isp (prob forums on isp will be a help here) or giving up on blizzard games. I watch these forums regularly and you are the 1st ive heard of with this issue. Heres hoping its a faulty router. If not there are plenty of other routers out there. Please choose a different brand altogether though as this may be a generic problem to your existing brand. #fingerscrossed

5

on a further search i did find this conversation:-

I recently started having disconnects that last up to 1 minute every half-hour or so when playing Blizzard games. During these times, all my devices ; PC, mobile, TV, etc… remain connected but have no Internet access : livebox is fine and shows that the Internet is supposed to be working.

I think the issue is the background process “Blizzard Update Agent (32 bits)”.

Disconnects happen even without any games launched, only if the Windows version of Battle.net is launched, more precisely if the “Blizzard Update Agent (32 bits)” process is running : keeping only “Blizzard Update Agent (32 bits)” while killing any other Battle.net processes still causes disconnects.
At my suprise, killing it prevent all disconnects. I’m a bit surprised that a background process on my PC can crash my entire Internet.

Killing this process every time I open the launcher solves the issue for me, as I didn’t experience any more disconnects. I occasionally check if it still causes problems, and it does still cause disconnects up to this day.

QuantumJump, It sounds like something is causing your router cache to get overloaded. Your router is supposed to automatically clear this when it’s done with data. If you completely reinstall the launcher it should solve any problems with the launcher itself. I’d also do an extended power cycle on …

Drakuloth488 posts
Customer Support
Jun '20
QuantumJump,

It sounds like something is causing your router cache to get overloaded. Your router is supposed to automatically clear this when it’s done with data. If you completely reinstall the launcher it should solve any problems with the launcher itself. I’d also do an extended power cycle on your router/modem and reset your PC - to clear all those network caches. Anything further would likely be due to the router itself slowly dying, and you’d probably be able to fix it by swapping the router with another one. If you’re renting yours from your ISP, this should be relatively easy to do.

Solution

QuantumJump1 post
Jul '20
Reinstalled the launcher and have no more disconnects. Thank you !

Drakuloth488 posts
Customer Support
Jul '20
Excellent, thanks for the follow up and let us know if anything else comes up!

6

Thank you for the post - I did come across this post myself when trying to research this online. Now I have spoken to my ISP and guess what, he was a huge gamer who also plays battle net games (What are the chances haha) he said " I think I know what’s going on here" so he instructed me to disconnect both router and fibre hub - he is going to change some behind the scene settings and then call me back in 20 mins with further instructions.

He seems confident he knows what is happening but as soon as I mentioned the ports issue he took charge so fingers crossed!!

Regards

Liam

7

wow my friend my hashtag really worked 8) please report back if it worked. someone else may have the same issue and find this super helpful

8

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