Nothing in the game loads, it's been months and I've tried everything suggested on here

Technical Support
1

So I took a break from HotS last year, and decided to play again cause I love Anduin. However, I can’t play whatsoever and I’ve tried everything.

Nothing in the game loads properly. My portrait, heroes, not even the Play button, it’s like a blank space where text and options should be. Did a quick search and saw that many, many people have had this issue in the past (but couldn’t see any current ones). I followed multiple Blizz threads or threads the HotS subreddit, nothing of the suggested “solutions” worked.

So far, I’ve flushed my DNS, reinstalled the entire game, deleted the Variables text, enabled all inbound connections, made sure that my firewall has Heroes as an exception, rebooted PC, added “-dx9” in additional command lines and…nothing. Nothing has worked, my profile isn’t loading (my level is visible though) and I can’t do or select anything. All my other Blizzard games are fine, I play WoW for several hours a day with no issues, as well as HS on occasion. It’s just HotS that’s simply not properly loading.

I also have a red glowing triangle that I have “recently disconnected” and I can’t join games or something, despite me not playing the game in over half a year. But I can’t even join any games to begin with, the Play button on every mode is either textless, or “Please wait”. I’ve let the game sit to load for half an hour to an hour, and nothing happens.

I never had strikes on my account, or anything similar happen before. My drivers are up to date and I honestly don’t know what to try anymore. None of the patches have fixed the issue either (tried yesterday, and today after the update).

I just wanna play the game again :slight_smile: Any help would be greatly appreciated.

2

Hello Samaramon,

Have you tried running a WinMTR to see if there is a connection issue to the game? Have you made sure that all necessary ports are open?

Kind regards

What’s your opinion?

3

I have the same issue as @Samaramon and idk what that WinMTR could do to fix the problem of the game. And how someone know how to have open ports if they not technician services. It’s would be good to have a bit more precise detailed information who to solve this situation of the game what installed normally but not even load up portrates, game modes, avatars, store, etc.

4

Good morning EddySharp,

A winMTR won’t fix the issue but the report could show if there is a connection issue and could show what needs to be fixed.
To open the necessary ports is described in detail in the article I have linked and it doesn’t need a technician or deep knowledge to do it.

Kind regards

What’s your opinion?

5

Dear Kiemmaki!

I did open the ports what was described in the linked part but it’s still not worked, and for the report of the winMTR i did that but idk how to link it here. Why there is not have a simple way just let peoples send emails or as before there was a online help service where someone was able to talk a real person and link any files was neccessary for found the cause of issue. And now we just have to send these weird forum type of messages and we not go forward yet.

6

Good morning EddySharp,

You can post your WinMTR result here by just pasting the result in your reply.

Kind regards

What’s your opinion?

7

I can relate to having the same issue. I have been offline for quite a while now. I have decided to give it one more try and game froze in mid air.
@Kiemmaki I have done all the tests and everything as You suggested above.
I will share my results below:

  • 185.60.112.157
    |------------------------------------------------------------------------------------------|

| WinMTR statistics |

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

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

| 192.168.1.1 - 0 | 38 | 38 | 2 | 2 | 5 | 3 |

| 46.217.6.1 - 38 | 16 | 10 | 92 | 161 | 205 | 119 |

| 62.162.201.1 - 38 | 16 | 10 | 124 | 168 | 208 | 124 |

| 84.1.246.89 - 28 | 18 | 13 | 142 | 178 | 215 | 172 |

| 80.95.19.254 - 25 | 20 | 15 | 217 | 277 | 312 | 217 |

| 95.158.134.42 - 59 | 12 | 5 | 213 | 265 | 305 | 213 |

| 95.158.131.242 - 70 | 10 | 3 | 216 | 240 | 265 | 265 |

| 80.249.208.83 - 59 | 12 | 5 | 193 | 223 | 268 | 193 |

| 137.221.78.33 - 25 | 20 | 15 | 156 | 218 | 244 | 156 |

| 137.221.78.69 - 38 | 16 | 10 | 191 | 235 | 307 | 243 |

| 185.60.112.157 - 38 | 16 | 10 | 167 | 224 | 249 | 167 |

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

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

  • 185.60.112.158

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

| WinMTR statistics |

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

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

| 192.168.1.1 - 0 | 27 | 27 | 2 | 3 | 5 | 3 |

| 46.217.6.1 - 46 | 11 | 6 | 152 | 177 | 213 | 185 |

| 62.162.201.1 - 27 | 15 | 11 | 0 | 174 | 210 | 197 |

| 84.1.246.89 - 11 | 19 | 17 | 0 | 167 | 217 | 106 |

| 80.95.19.254 - 46 | 11 | 6 | 0 | 276 | 286 | 280 |

| 95.158.134.42 - 56 | 9 | 4 | 0 | 251 | 302 | 197 |

| 95.158.131.242 - 37 | 11 | 7 | 0 | 256 | 303 | 235 |

| 80.249.208.83 - 86 | 7 | 1 | 0 | 232 | 232 | 232 |

| 137.221.78.35 - 46 | 11 | 6 | 192 | 236 | 258 | 246 |

| 137.221.78.71 - 46 | 11 | 6 | 207 | 230 | 244 | 233 |

| 185.60.112.158 - 46 | 11 | 6 | 194 | 228 | 258 | 247 |

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

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

Please I am awaiting further instructions. Also I made sure all the TCP & UDP ports required are open.
Awaiting reply asap :slight_smile:
Best regards

8

Good morning Zarumon989,

You have 38 % dataloss when you enter your ISPs network. Please get in touch with them and show them your data. There is nothing we can do in this case.

Kind regards

What’s your opinion?

9

Dear Kiemmaki,
I have contacted my ISP, they resolved the problem.
I have the WinMTR run show 0% dataloss now.

185.60.112.157
|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
192.168.1.1 - 0 20 20 2 2 5 2
46.217.6.1 - 0 20 20 25 33 39 29
62.162.201.1 - 0 20 20 27 33 51 51
84.1.246.89 - 0 20 20 31 32 37 31
80.95.19.254 - 0 20 20 31 32 37 33
95.158.134.42 - 0 20 20 33 39 45 40
95.158.131.242 - 0 20 20 38 42 54 42
80.249.208.83 - 0 20 20 77 88 118 85
ae1-br01-eqam1.as57976.ne-t - 0 20 20 80 85 110 83
et-0-0-31-pe02-eqam1.as57976.ne-t - 0 20 20 81 89 110 86
185.60.112.157 - 0 20 20 73 80 88 77
________________________________________________ ______ ______ ______ ______ ______ ______

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

185.60.112.158
|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
192.168.1.1 - 0 21 21 2 3 4 3
46.217.6.1 - 0 21 21 26 33 54 29
62.162.201.1 - 0 21 21 32 37 55 34
84.1.246.89 - 0 21 21 34 42 69 45
80.95.19.252 - 0 21 21 31 38 64 36
95.158.134.42 - 0 21 21 32 39 71 33
95.158.131.242 - 0 21 21 36 43 62 44
80.249.208.83 - 0 21 21 78 87 120 80
ae1-br01-eqam1.as57976.ne-t - 0 21 21 80 217 625 132
et-0-0-31-pe02-eqam1.as57976.ne-t - 0 21 21 87 98 151 106
137.221.66.45 - 0 21 21 79 84 113 84
185.60.112.158 - 0 21 21 80 91 119 92
________________________________________________ ______ ______ ______ ______ ______ ______

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

But for some reason the game is still frozen in mid air. I have also done the help how to unbug the game (delete Blizzard.ne-t folder) etc etc…
What else may be the problem causing?
My drivers are always up to date, same with windows update.
Any other step we can make to fix this issue? Because I had previously paid for some items and now this problem which is making me unable to play is a bit of a headache.
Best regards and hope to fix the issue soon,
Zarumon
PS. Because I was unable to post links in the above you will see the .net extension on some results has a dash (.ne-t)

10

Hello again,

Could you please post a DXDiag and MSInfo here? If the data is too big to be posted on the forum directly, you can use a page like pastebin.com and post the link to it here then.

Kind regards

What’s your opinion?

11

Dear Kiemmaki,
I have made those summaries that you have requested. Unfortunately pastebin was unable to make bigger files than 512KB I have them uploaded on my Google docs :slight_smile:
Files:
(https://docs.google.com/document/d/16nOE6XeJLPR3M_vcBtLi2EhKwWyTq8IZ09LgWfRNmrM/edit?usp=sharing)

(https://docs.google.com/document/d/1mgYRvjxqvEuDOzT_0eNTc9wh0QjS0hV9jwp9XZEYvro/edit?usp=sharing)

Best regards,
Zarumon
PS. The forum does not allow me to paste links. How should I make those readable for you?
PPS. Fixed.

12

Hello again,

Where to start. First of all, the reason why you couldn’t use pastebin is because your error report is huge. You have quite a few programs and apps crashing.
First of all, you seem to use a wireless connection which is below the minimum requirement for the game.
Secondly you seem to be using a vpn program, this can also cause the issue you are having.
Thirdly, you have several programs with overlays, like the eyetracker one and discord. Those can also cause crashes and freezes.

I would suggest first to try it without the vpn and remove all overlay programs.

Kind regards

What’s your opinion?

13

Dear Kiemmaki,
How come until 2 years ago I had no issue playing and now all of a sudden ONLY Heroes of the Storm makes problem with my internet connection?
Also the eyetracking I will close, but discord I only open when I need it, it has no autostart and I dont really use it very often. How come I can play ANY game without a delay (network based) I have 20-50ms ping in DotA2 and a lot of other games but for HotS its not enough?!?
Also I am not using any kind of VPN program that you must have been mistaken. About apps crashing yes I did have a lot because I was using this laptop for 3D modeling purposes… That’s why everything on it has crashed a couple of times.
Could you please tell me what you think is a VPN program from those that I have?
Best regards,
Zarumon.

14

Have you tried this?

Deleting the Battle.net Cache Folder

You must try and let the game load for a long time after doing this as the game will download a lot of things