Game is unplayable, no portraits or heroes

Technical Support
1

i am unable to see any of my heroes or items and cannot select any hero to play any game mode.

2

Hey Tianas,

This can at times be caused by security settings on your computer (active firewall/virus scan blocking the game partially). Let’s start by going through the steps listed in the Connection Troubleshooting Support Article and temporarily disable any security apps.

Have a few seconds to spare? Let me know how I’m doing!

3

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

| WinMTR statistics |

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

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

| homeportal - 0 | 109 | 109 | 0 | 1 | 50 | 0 |

|107-208-200-1.lightspeed.rcsntx.sbcglobal.net - 0 | 109 | 109 | 20 | 26 | 85 | 21 |

| No response from host - 100 | 22 | 0 | 0 | 0 | 0 | 0 |

| 12.123.240.58 - 0 | 109 | 109 | 21 | 27 | 74 | 24 |

| dlstx409me9.ip.att.net - 0 | 109 | 109 | 21 | 24 | 77 | 23 |

| 12.244.90.238 - 0 | 109 | 109 | 22 | 28 | 86 | 23 |

| ae1-br01-eqda6.as57976.net - 0 | 109 | 109 | 45 | 50 | 130 | 87 |

| et-0-0-4-br01-eqch2.as57976.net - 0 | 109 | 109 | 43 | 67 | 1122 | 43 |

| be1-pe01-eqch2.as57976.net - 0 | 109 | 109 | 43 | 45 | 94 | 44 |

| chi-eqch2-ia-bons-02.as57976.net - 0 | 109 | 109 | 45 | 47 | 96 | 45 |

| 24.105.62.129 - 0 | 109 | 109 | 45 | 47 | 98 | 47 |

|____________|||||||

4

I have same problem for long time i cant see my portrait and quest an heroes in any mode .some times it fixed by chance but must of the time ihave this problem like now.i hanevt ant firewall or vpn .proxy and reinstalled and scan repaired but didnt work
Plz help me admin

5

Good morning Pooya,

Try and delete the Variables.txt from the Documents\Heroes of the Storm file path. Once done, open the Blizzard Desktop App and click the blue logo at the top left. Click on Settings and from the new window, click on Game Settings. Find Heroes of the Storm, and click on Reset In-Game Options.

Once done, start the game up again and test it out.

Kind regards

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