░▒▓ How to Fix Disconnections/Latency ▓▒░

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Given the large range of Hearthstone players, from experienced techs to new PC/tablet gamers, we wanted to put together a quick guide on what to look for if you experience frequent disconnects. This guide will walk you through basic troubleshooting on how to configure Hearthstone for optimal play.

Table of Contents

1. Updating your Operating System
2. Optimizing your Internet Connection
3. Configuring Your Local Network
4. Updating your Drivers
5. Closing Applications
6. Disabling Firewalls/Security Software
7. Looking for Malware
8. What to post for assistance
Edited by Glaxigrav on 6/3/2014 7:15 PM PDT
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Posts: 9,279
Updating your Operating System

Blizzard games require that you use the most current version of your operating system in order to function properly. Outdated Operating System software can cause trouble with installing, patching, and maintaining a connection to Battle.net during gameplay. You'll want to make sure that your computer meets Hearthstone's Minimum Specifications before going into deeper troubleshooting. The Minimum Requirements are where the system will run the game with low performance and possible graphical errors. Recommended are specifications that will allow the game to run normally and without issue.

To update your Operating System, click on the Start Menu and navigate to All Programs > Windows Update. This page will present any important updates to install. Blizzard games require any critical/important patches. Optional updates are not required. Click on Install Updates to begin the download and installation process. Once completed, your computer may ask you to restart. Make sure to restart your system to finalize the installation of the new updates.

Note: If no updates are available, you will see "Windows is up to date. There are no updates available for your computer."
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Optimizing your Internet Connection

Your internet connection consists of your computer, your Internet Service Provider (ISP), peer-partners (who your ISP uses to direct their internet traffic), and Blizzard's servers. You have the ability to control settings on your computer, and resetting certain steps can resolve issues between you and your Internet Service Provider.

A standard step that resolves many issues originating between the computer and ISP is to reset your network devices. This will ensure that your router is properly managing your internet traffic to the best of it's ability. To do this, perform the following steps:

    1. Unplug the power to your modem.
    2. Follow the Ethernet cable from the modem to the router.
    3. Unplug it from the router.
    4. Plug this end into your computer.
    5. Plug the power back into your modem and let it start up.
    6. Restart your computer.
    7. Attempt to connect to the game.


To get the best possible out of your connection, if possible wire directly into your router/modem. For mobile devices, ensure that you have a strong connection to your Wireless Access Point. You'll also want to ensure that your router has the most recent firmware (updates for your router/modem). Contact your manufacturer for specifics.
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Configuring your Local Network

Most proxy servers, firewalls, and other Internet connection sharing methods can restrict port access required for our games. Your configuration may be restricting packets from unknown sources. In order to connect to Battle.net and allow others to connect to games you create, make sure you have the following ports through Local Area Network (LAN).

Battle.net Desktop App
TCP Ports: 80, 443, 1119 and 6881-6999
UDP Ports: 80, 443, 1119, and 6881-6999

Hearthstone
TCP Ports: 1119, 3724
UDP Ports: 1119, 3724

For assistance with configuring your network router/modem ports, check out PortForward.com. This is a third-party site that contains port forwarding walkthroughs for most router models. For assistance configuring Windows Firewalls, check out our Support Article.
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Updating Your Drivers

Network cards have a program that is embedded within your operating system called a Driver. These "drive" the network card, telling it what to do and how to do it. While most cards to not provide consistant updates, it's not unusual for patches to happen occasionally once the card is already on the market and inside of your machine. Old drivers may have bugs that can cause delays or drops in your internet connection.

    1. Click Start (Windows Key + Q in Windows 8).
    2. Click Control Panel. If there is an option to Switch to Classic View, do so.
    3. Click System.
    4. Click the Hardware tab, then click Device Manager.
    5. Expand the Network Adapters category. Make note of the network card name and model listed.
    6. Double-click the network card listed.
    7. Click the Driver tab and make note of the driver date and version.
    8. Visit the driver manufacturer's website to obtain the most up-to-date driver. Contact the driver manufacturer for assistance with updating the driver. If the computer is under warranty, contact the computer manufacturer.


Common Network Card Manufacturer websites:
Realtek
Intel
Marvell
Broadcom
Killernetworking
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Closing Applications

Other running programs and processes can interfere with your internet connection. If it's sending/receiving data, it has the potential to drop your connection or hog bandwidth that Hearthstone needs. The following steps will disable any other programs that are designed to run when you start your computer:

Selective Startup
    1. Press Windows Key + R
    2. Type msconfig
    3. Click OK
    4. In the General tab:
    5. Choose Selective Startup
    6. Disable (uncheck) Load startup items
    7. Go to the Services tab
    8. Check Hide all Microsoft Services
    9. Click Disable all
    10. Click Apply
    11. Click OK
    12. Click Restart


If disabling all startup items allows Hearthstone to stay connected and function properly, you can find out which service/program is causing the problem through process of elimination. To identify the background application causing the issue, try the steps below or contact the manufacturer of the problematic service for further assistance.

Identifying Problematic System Services
    1. Press Windows Key + R
    2. Type msconfig
    3. Click OK
    4. Go to the Services tab
    5. Check Hide all Microsoft Services
    6. Click Disable all
    7. Check the boxes next to the first few services that are listed and restart the computer. If the problem does not occur, you can eliminate those first few services as the cause of the problem.
    With the first few services selected, check the boxes next to the second set of services, and restart the computer.
    8. Repeat this process until you reproduce the problem.


If you cannot reproduce the problem, you can eliminate System Services as the cause of the problem. Move on to checking the Startup Items below.

Identify Problematic Startup Items
    1. Type msconfig
    2. Click OK
    3. In the General tab:
    4. Select the Load startup items check box
    5. Go to the Startup tab
    6. Click Disable all
    7. Select the check boxes next to the first few startup items that are listed and restart the computer. If the problem does not occur, you can eliminate the first few startup items as the cause of the problem.
    8. With the first few startup items selected, check the boxes next to the second set of startup items and restart the computer. Repeat this process until you reproduce the problem.
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Disabling Firewall/Security Software

Even when security software is properly configured, it can disrupt internet traffic as it monitors every incoming and outgoing connection that your computer makes. To rule out the possibility of your Firewall/Security Software causing the disconnection, consult with the software manufacturer for instructions on temporarily disabling your programs. Bleeping Computer has a great guide on temporarily disabling various security programs.

Popular Security Programs
Avast!
AVG
BitDefender
Comodo Internet Security
ESET
Kaspersky
Malwarebytes
McAfee
Microsoft Security Essentials
Norton (Symantec)
Panda Security
Trend Micro
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Looking for Malware

When all else is failing and everything appears to be working properly, there could be some sneaky malware hiding on your system. Malware (viruses, spyware, trojans, worms, etc.) are all designed to be transparent to the user and perform their dirty deeds without you noticing. Sometimes this can manifest in poor system performance, random internet disconnections, or game/system crashes. There are many tools for searching for Malware, and none of them will catch absolutely everything as new malware is finding it's way around the internet daily.

Antivirus Software
Antivirus software scans a computer's memory and storage to identify and eliminate viruses. Below you'll find a list of security programs that are considered game friendly. Before you download one, keep these tips in mind:
  • To avoid complications, never run multiple real-time protection programs at same time. For example, Avast and Kaspersky provide real-time protection and should not run simultaneously.
  • Run your antivirus scan while the game launcher and game are open to help detect issues affecting the program.


Real-Time Protection: Antivirus Software


Note: Many antivirus programs periodically issue software updates. Make sure your antivirus programs are up-to-date before beginning your scan.


Anti-Spyware
Spyware programs can crash the game, minimize the game window, and cause connection issues. Anti-Spyware software scans a computer's applications and storage space for Spyware programs. As with antivirus software, you should never run more than one scan at a time.

On Demand Security Scans: Anti-Spyware
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Asking for Help on the Forums

When all else has failed and there appears to be no other options, not to fear! There's some additional information that can help tech-savvy users to identify causes that may be out of your control. There are multiple steps that make up the internet connection from you to us, and there are some things that will happen outside of your direct center of influence. There's always steps we can take, and we can help arm you with the knowledge to have a conversation with your ISP over potential issues.

How the Internet Works
Your internet connection is made up of several pieces:

  • Your computer
  • Your Internet Service Provider
  • Your ISP's Peering Partners
  • Blizzard's Servers


Connections between you and your ISP are things that you are able to control. Things that happen at Blizzard's Servers are things we control (and our Network Operations team monitors all games and services 24/7). Where we can run into trouble is where your Internet Service Provider uses Peering Partners (the people who send the data all over the world) that are not routing your information correctly. The following reports are useful for our team to identify where the problem is occurring:

  • A Traceroute, running to 12.129.209.68
  • A Pathping , running to 12.129.209.68
  • A Looking Glass Report, one to Battle.net Authentication and one to Hearthstone. Check off MTR and Traceroute (highlighted by default)


With these tools, create a new post providing a brief description of the lag/disconnections, and Tech Support and the community can weigh in and see where the issue lies.

Thank you for taking this journey with us, and we look forward to seeing you at the inn!
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