Cannot connect to Asia Server from Abu Dhabi [Main Thread]

Technical Support
1

Cannot connect to Asia Server from Abu Dhabi. Already raised ticket # 81385915, troubleshooting unsuccessful.

Location: Abu Dhabi, UAE
ISP: Etisalat
Connection: Wifi
Device: Android (Samsung Tablet, Asus Phone)
Game will login to Americas Server ok and can launch an play games.
When I try to switch to the Asia Server the game gets stuck on the “Playful Sprites” error and will not even give Battlenet login screen.
I have to uninstall and reinstall game and log back into Americas server.
I raised the ticket # 81385913 and went through the troubleshooting with that team until they could no longer help me and instructed me to raise it on Technical Forums.

2

I’ve been facing the same issue with my Asian account server as well, I opened one ticket with blizzard the solution offered was not helpful so I had to unwillingly switch to the American servers.
All the cards and packed purchased on the Asian server as useless now and I worry that blizzard does not care since there are not many players in Abu Dhabi posting about this issue

3

Heya,

Sorry to hear you’ve been having trouble accessing one of your Hearthstone accounts in the Asia region. Region specific issues are often either the Hearthstone cache or other applications interfering.

We may ask you to test other regions, another device or even another Battle.net account as this helps us narrow down a technical issue or an account level issue. If we ask you to test another region, we are not expecting you to permanently play in another region. If this is happening for every account you make in the Asia region, this would indicate a regional ISP issue which would not be something that we would be able to resolve.

AnarchyInc78,

Please re-open your ticket as we may be able to still help you out. If this is happening on both your Tablet and Phone, it seems that it may be an account-specific issue. (You could test another Battle.net account playing in the Asia region to confirm this too).

4

Thanks Mosinathus, I will reopen the above ticket and mention your name.

Again I am able to access the Americas server and play on the server, just not the Asia server which is where my in game purchases/collection/progress are.

5

Same problem Abu Dhabi also. I had to use VPN to connect. Use speedify. Either Etisalat or blizzard banned people from the uae.

6

So before using a VPN, you could not access Asia server but could access Americas?

7

Yes only Asia is the problem. America and Europe work fine without VPN. Blizzard is just a trash company.

8

Howdy!

We would like to look into this deeper. Can anyone in UAE impacted by this issue please run a 10 minute WinMTR: to host IP: 182.162.132.1 Post this data back to us for review.

If you could also report back the following data it would be helpful:

  • What day did the issue start?
  • Are you able to connect to Asia if you utilize your cellular device or different ISP? VPN if possible but be aware of local laws if you are not allowed to use a VPN don’t.
  • Last post was 2 days ago is the issue still on going?

So far the players who have contacted us, we could log into their Asia region accounts meaning this is not an account issue. This is very likely local ISP or national ISP routing issue from UAE to our Asia regional servers, so something is going wrong along that path the connection is taking. The winMTR data may help us narrow this down so we can investigate.

Thank you.

10

Hey Zuvykree, yes the issue is still ongoing. Can I run winmtr test from a mobile device? Which is where I play HS from.

11

same issue here. Can’t connect to Asia servers from Fujairah in UAE

13

|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
fcn - 1 481 479 4 15 75 9
bba100077.alshamil - 1 485 484 5 22 189 11
10.246.251.46 - 1 474 470 6 24 198 31
195.229.4.76 - 2 470 465 5 24 235 14
194.170.186.13 - 2 470 465 79 100 317 92
lg1-10g.hkix - 2 469 464 114 132 284 121
1.208.106.105 - 2 466 460 174 193 377 178
1.208.145.37 - 1 477 474 174 194 346 180
No response from host - 100 98 0 0 0 0 0
1.213.151.250 - 77 121 28 176 190 222 187
1.208.164.98 - 4 436 422 173 191 386 181
182.162.153.90 - 6 405 383 173 190 303 182
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
No response from host - 100 98 0 0 0 0 0
________________________________________________ ______ ______ ______ ______ ______ ______

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

14

I am having the same problem… last Season 25 I was able to play in Asia and manage to get the rewards… I asked my nephew from Philippines to log in my account… he can play and all are intact. He even gave me a screenshot of my character. However, I cannot log in in Asia from UAE (Ajman)… but able to log in Europe…

Is UAE part of Europe now?

15

Collection, modes and ranked is locked out on asia server. Game just freezes

16

hi im missing cards from my collection after the season changes, can i get some help? basic cards appear as gone, like i didnt craft them ever, when i crafted them… Ancient of War for example…

17

by the way this has been the case for months now. blizzard wont do anything

18

Sadly, there is rarely much we can do for ISP specific issues. This is why mention that you should be contacting your ISP to let them know of the issue so that their engineers can be aware of this and make changes to help address it. :frowning:

19

Thanks Mosinathus, I will try contacting the ISP. How exactly do I phrase the issue to explain it to them? Is there a server “address” I can give them to check?

20

Simply being clear that only that this is an issue only affecting players using your ISP should be enough for them to look into this. ISPs already have all the needed contact information to get in touch with our networking engineers if they have issues resolving this.

21

Due to them fixing the bug that many people were getting about “your account needs to be updated”. This issue that has been here for years have finally been fixed.