Game doesn't start on Android after Update (19.0)

Technical Support
1

Hello.
After the recent update (19.0) my account was very buggy (quests & progression did not work)
You suggested that I un-install and re-install the game client on my PC and Android. I did so and after re-installing the game on android - The game does not launch. it is stuck endlessly on the Tavern Doors title screen and doesn’t advance.

  1. this is not an issue with my Phone since other accounts and fresh accounts work well there. the issue is specifically when the game tries to load my specific account. and it only happened after the update.
    On PC the game starts fine.

Please assist my problem since I most play on my mobile and wish to continue to do so.
If you cannot personally solve this issue - please forward it to a technical person who can. this is affecting me and others a lot.

thanks in advance.

2

If your game is working fine on the PC, it could be an indicator of the Hearthstone Android cache having some corrupted data which pertains to the region of your main account. That would explain new accounts work and also why it works on PC instead.

You can use these steps to help clear your android cache:

  • Open your Android settings
  • Choose Apps and Notifications
  • Open Hearthstone
  • Click Storage
  • Click Clear cache

Note the settings may vary slightly between phone and os models however this feature will be available

3

Hi Mosinathus,
First, thank you for the quick response.
Update on the issue:
after viewing this post: https://us.forums.blizzard.com/en/hearthstone/t/stuck-at-tavern-doors-android/42618/10
I ignored the prompt to search google drive for progress at login and signed in with my Blizzard info instead. (regular blizz username & Password)
It worked, the game started normally on my phone.

However, I wish to make sure that bypassing hearthstone’s connection to my google drive does not harm my progress / experience in any way.
From what I can tell, nothing seems to have changed - my account and progress are fine and synced on both PC and mobile.
I wonder - what is the purpose or benefit of linking HS to Google drive?

4

Your hearthstone’s progress is tied directly to your Battle.net account. The googleplay is more of an additional way to login, that’s all. ^^

Good to hear you got it fixed though chief. o7

5

Having this same issue im stuck loading at the tavern doors attempted to clear the cache no luck with that fix please advise as what to do next

6

Still having this same issue the only half fix is using a VPN but I constantly lose connection and am disconnected from the game so its very frustrating
I am currently using an Samsung galaxy s20 note ultra
With sprint data not certain if that information helps

7

Hi there BirbBois,

For more info about connection issues on Mobile Devices, check out this article:

If that doesn’t help and you’re only having issues with a cellular connection, you can find more information about that issue here: