Technical Support

Aug 16, 2013 Welcome to Hearthstone Tech Support! Welcome to the Technical Support forum for Hearthstone. This forum exists to provide Hearthstone customers with a place to discuss technical issues with each other and Blizzard Tech Support staff members. Blizzard Tech Support staff regularly monitors and replies to this forum (between 7am-8pm Pacific, 7 days a week) and will do their best to assist you with your issue. If you cannot resolve your issue through the forum, we recommend checking our Knowledge Center for resolutions and workarounds for common issues at http://battle.net/support/ and if unable to locate a solution, please go ahead and create a new post regarding your issue using the guidelines below. Please keep all posts on topic. This means technical issues, advice, and discussion of technical issues. Bug reports should be directed to the Bug Report forum. Game discussions, criticism, or commentary should be posted in the appropriate gameplay forums. When requesting assistance with or discussion an issue, please create your own thread unless a topic for the issue already exists. Do not hijack threads with your new topic. Posting an issue which is similar but different from the original topic means that your request may be missed or the original request ignored. Please post a subject with a clear summary of your issue. Starting posts with "I need help!" or "Can't play no matter what" only serves to make your issue harder to resolve. We understand that emotions can run high while dealing with technical issues, but posting in an abusive or disparaging manner will not be tolerated, and does not advance our goal of providing assistance to the widest audience of customers in this forum. Please do not post direct contact info for other companies. It is acceptable to post links to websites where contact info can be found, but posting the information here on the forum is not permitted. To provide feedback on a ticket or customer support response you have received, please utilize the survey system built in-game or on the online ticket. We hope that this forum can continue to be a place where users can find quick resolutions to their issues. To help do this we ask that the Forum Code of Conduct and forum guidelines be observed at all times when contributing to discussions.Velnrak0 Aug 16, 2013
Jan 15, 2015 Patching and Installation Patching and installation issues are some of the more common issues that we come across in the Tech Support Forums. This thread will highlight some troubleshooting steps that have been proven to resolve most of the patching and installation issues that you as a player may encounter. Most of the support articles linked below will include steps for both, Windows and Mac systems. However, if you require further assistance with a Mac Installation or Patching issue that has not been mentioned in this sticky thread, you will want to post in our Mac Technical Support Forum. Installation Troubleshooting Steps Patch Troubleshooting StepsDankorii2 Jan 15, 2015
Jul 1 Common Connection and Latency Issues Greetings all, We've been working to improve some of the available troubleshooting resources for our games. Since connectivity problems are a common problem in gaming, we wanted to provide some information on what causes connection problems and what to do to resolve issues when you're having them. Table of Contents 1. Connection Troubleshooting Resources 2. FAQs 3. What to do if you need more helpDrakuloth4 Jul 1
Jul 20, 2015 Hearthstone Account Security Reminder We want everyone’s experience with Hearthstone to be fun and as free of issues as possible. With that in mind, we’d like to share a quick reminder regarding your Hearthstone account security. To have the best experience with Hearthstone, we recommend that you avoid rooting or jailbreaking the device you use to play. Doing so can cause adverse effects: • It can increase your exposure to malware • Unpredictable results can occur when running Hearthstone on such a device • You might experience bugs or instability that you otherwise wouldn’t In addition, it’s important that you never share your account information with others. A Blizzard employee will never ask for your password, and sharing it puts your account security at risk.Daxxarri0 Jul 20, 2015
Apr 6 Common solutions In many cases Hearthstone doesn't work for people and after helping them a few have said one of the answers I provided worked out for them. Yet many of these easy/quick fixes aren't always known among the community and some are left with no answer. (Even though I check the forums basically every day, every now and then some do slip past.) So... If you are having issues running Hearthstone here are the common issues and possible solutions. :) (Note; all of these solutions assume you meet the minimum requirements for Hearthstone. Obviously if you don't then there is a higher chance you'll have problems that can't be resolved.) - - - Other games run fine, but Hearthstone crashes or will not load This is likely a conflict with another program. Be sure none of these are on your system. Check your Control Panel -> Programs tab. Uninstall ones you see which are on this list and hopefully that will clear up the conflict. Known conflicting programs NetWorx D3DOverrider MacAfee SiteAdvisor Raptr Norton (when installed with default settings) Lightspark Sneaker Script font Panda Antivirus (Some have confirmed Hearthstone works ok if it's added to the exception list - Oct, 2017) Discord Razer In Game Engine - shows up as RazerIngameEngine.exe or ingameengine.exe Kaspersky - an issue with 'pause protection' causes connectivity issuesPossible conflicting programs Internet Download Manager AMD Gaming Evolved Gigabyte App center Evga precision Riva Tuner Mumble - related to the overlay settings being on (default setting) Sonic Studio (aka Sonic Suite) - pre-installed on some Asus and MSI laptops Nahimic Audio Enhancer NZXT's CAM Software - an issue linked to the FPS overlay MSI - GamingApp, Live Update RazerComms - possible conflict with an update around May 12, 2015 - related to black flashing or purple colors on mouse-over activities Multiple antivirus programs - http://us.battle.net/hearthstone/en/forum/topic/13021652494#7 G-Sync (possible conflicting technology; try disabling this for Hearthstone) AsusGameFirstService - included with Asus ROG laptops since the G751 XtremeTuner Plus Xsplit OverwolfKnown conflicting hardware MAYFLASH GameCube Controller Adapter It is also possible some files have been lost or corrupt. Try a "scan and repair" of the Hearthstone client. On the Hearthstone tab on the battle.net client, click the gear to open the options, then "scan and repair". - - - My screen is pink/purple! This is often a conflict with an outdated graphic card driver. In the short term you can reset your graphic settings from outside of the game. When Hearthstone is not running, open up the Battle.net desktop application. (Log in.) On any game's tab above the main picture there is an icon of a gear. Click the gear and select "game settings", then "reset user options" for Hearthstone. Example picture; http://www.rabb1t.com/temp/example1.jpg Long-term to prevent issues like this in the future you'll want to update your graphic card drivers. If you know which you have you can find them below... AMD; http://support.amd.com/en-us/download Nvidia; (it's easiest to install the GeForce Experience and have it check for you automatically) http://www.geforce.com/geforce-experience Intel; http://www.intel.com/p/en_US/support/detect?iid=dc_iduu Note (May 2017); those with AMD cards (specifically the R9 xxx series) might want to try turning on GPU scaling. Radeon Settings -> Display -> Set GPU-Scaling to ON - - - My mouse isn't where it appears -or- is invisible -or- I am trying to click, but the clicks aren't registering It's unknown what causes this, but this seems linked to changing resolution or switching from windowed to non-windowed mode. When Hearthstone is not running, open up the Battle.net desktop application. (Log in.) On any game's tab above the main picture there is an icon of a gear. Click the gear and select "game settings", then "reset user options" for Hearthstone. Example picture; http://www.rabb1t.com/temp/example1.jpg - - - Text is garbled or missing, or card art is missing/purple/green This is often a conflict with an outdated graphic card driver. You'll want to update your graphic card drivers. If you know which you have you can find them below... AMD; http://support.amd.com/en-us/download Nvidia; (it's easiest to install the GeForce Experience and have it check for you automatically) http://www.geforce.com/geforce-experience Intel; http://www.intel.com/p/en_US/support/detect?iid=dc_iduu - - - I disconnected from a game, and now when I restart Hearthstone I'm connected to "UNKNOWN" in a match and nothing happens This is an older and very rare known bug. The server should automatically 'release you' from this game at some point (which can take anywhere between 15 minutes and 1 hour.) If, however, it's been an hour or more and you still get logged in to a stuck game you can try the old work-around. Try logging in to a different region and going through the tutorial and playing at least one game in casual or ranked. After that try returning to your home region. - - - I am logging in for the first time after a season has ended, but I can't get past the new rank screen. It's unknown what causes this, but you can try logging in from a different system if one is available to do so, or you can try changing resolution, or setting the game to run windowed and then back to full screen (or the reverse if you run the other way.) If you can't change that setting, you can reset your graphic settings from outside of the game. When Hearthstone is not running, open up the Battle.net desktop application. (Log in.) On any game's tab above the main picture there is an icon of a gear. Click the gear and select "game settings", then "reset user options" for Hearthstone. Example picture; http://www.rabb1t.com/temp/example1.jpg If, for some reason, this does not clear the issue, try logging in to a different region where you had no previous rank and then log back in to your home region. - - - Hearthstone fails to launch and is 'non-responsive' or fails to load. Try setting Hearthstone to a compatibility mode for a previous version of Windows. To do this, navigate to your Battle.net folder on your hard drive, then the Hearthstone folder, then right click on the Hearthstone application and select "properties". On the compatibility tab check on "Compatibility mode". If you are on Windows 10 I'd recommend try setting it to Windows 8 or 7. If you are on Windows 8.1 try setting it to Windows 7. - - - I can't patch the game -or- the game patches to x% and never gets past A few have mentioned you can use this article to manually patch the game, which may serve as a workaround if it isn't automatically patching correctly. https://battle.net/support/article/7552 - - - My chat box doesn't seem to receive messages. It's possible you are set to away or busy, which may be blocking messages. Be sure you are set to "online". http://www.rabb1t.com/temp/example2.jpg - - - I disconnect from Hearthstone all the time and it makes me *(#%&*!. See below. - - - I disenchanted some cards and Hearthstone crashed. Unfortunately this is a known issue with no work-around. Blizzard is aware of the bug and working to resolve it. - - - I always get a "playful sprites" error in one region, but there is no maintenance. My friend can play on my system just fine. For a very very VERY extreme few, there can be an overall corruption of all of your deck data which prevents play in a single region, regardless of when you try and log in. If you can't play in a region, but someone else can log in on your system and play just fine, try deleting ALL of your custom decks, log out, log back in to Hearthstone and then create new ones. - - - I disconnected from or left an Arena pick and now there are no cards showing for my next pick. It's unclear what causes this bug, but several users have confirmed a workaround to clear this. Do the following steps: If you are on a mobile device, log out of the device. (Don't just close the app, actually log out of it.) Log in to your battle.net account on a desktop client. This workaround ONLY works through the desktop client. Enter Hearthstone in a different region than the region the arena pick is stuck. Click to initiate an arena run, but cancel out before being charged. (Or go through the run if you play there normally and would like to do so.) Note: If you have no collections in other regions you'll likely have to play through the tutorial before getting access to the arena. Log out of the desktop client. Return to your home device and home region. The arena picks should continue normally. - - - When playing, my Internet completely shuts off. A very small number of people have reported this issue. There are two conditions which seem to cause this. You have an outdated modem or router. Outdated network protocol, bios, software, or hardware can prevent normal function. Call your ISP and have them check the hardware they gave to you to be sure it's up to date, both in features and settings. You may be using Internet Connection Sharing (instead of a router). This may cause issues with connectivity. - - - I am a Rogers Internet customer and I have an unstable connection. Several users of the Rogers service have noticed this. It seems they have a few pieces of hardware which don't seem to play well with the Internet. A few have mentioned the 'old modem' (model CGN3) seems to have few to no issues compared to newer ones. See this thread for details; http://us.battle.net/hearthstone/en/forum/topic/17334213285 - - - HomePlug or other Power Line connection - disconnecting Note that this technology is somewhat unstable at this point in it's development. As such, if you have the option to use a diferent connection type and are expereincing disconnections I'd recommend using the different connection. Also note that a poster mentioned that Hearthstone apparently uses so little bandwidth his HomePlug system was going into 'sleep mode' and disconnecting him from games. (Streaming, thus upping his bandwidth use, prevented this from happening.) - - - I don't hear Hearthstone game sounds, but I do hear other sounds. Sometimes your operating system will set sounds of different programs independently. Left click on your speaker icon in the system tray and be sure Hearthstone isn't muted. If you use special headphone software that too might be independently controlling sound of various programs. Check Hearthstone isn't muted there as well. If you use headphones or earbuds, try shutting your system down, unplug the device (and any other unnecessary devices which are connected) and restart. See if you can hear things through your regular speakers, or though laptop/tablet/phone speakers, after that. - - - I have extremely poor framerate. This is most likely being caused by an older driver or incompatible hardware. I'd recommend creating a new thread and describing the issue. However, this can also be caused by an outdated version of Hearthstone which is not updating correctly, or has had files become corrupt. You may want to try a "scan and repair" of the installation. (Located below the part circled in this picture.) http://www.rabb1t.com/temp/example1.jpg In very very rare occasion something with the Hearthstone installation may become so off or corrupt that scan and repair doesn't detect it. In this case completely uninstalling Hearthstone and re-downloading the client may fix the issue. Again, in the picture above, select the last option "uninstall game". After a brief period the game will be deleted. I'd recommend quitting out of battle.net just to be sure that temp files are forgotten, and then re-launch battle.net and select "install" where play would normally appear. - - - Cannot read or write error https://us.battle.net/support/en/article/BLZBNTBGS8000002A - - - Poor framerate - Windows 10, Creator's update If you are experiencing poor framerate on Windows 10 after the Creator's update (which happened in mid April, 2017) check this post. https://us.battle.net/forums/en/hearthstone/topic/20754205321#post-4 Also note that some have referenced that turning off notifications have cleared up issues. For this go to the Systems control panel, then Notifications and Actions and try setting options to 'off'. - - - I can't connect to NA, but I can connect to other regions. / I can log in with one account but not others. A few users have mentioned this might be related to Windows not having the newest version of the .NET framework. You can download that from the Microsoft site here; https://www.microsoft.com/net/download - - - I can't download a game file, or the game .exe downloads but does not install. One player found a super rare error in that none of the Battle.net files would install after downloading the .exe install package from Battle.net. It was discovered this was an odd error related to their browser (Chrome). Using a different browser (Internet Explorer) resulted in a different file size for the .exe, and installed correctly. - - - I hear the game, but no window is being created. - Windows 10, December, 2017 specific (While Hearthstone is not running) Lower your monitor resolution. Open battle.net and reset the Hearthstone user settings. Try launching Hearthstone after that. (This forces Windows to re-populate the window with default settings.) If Hearthstone works, quit out, rest the desktop resolution, relaunch Hearthstone and set the resolution to what it should be there too.rabb1t209 Apr 6
Dec 19 No daily quest no daily quest please help!Luke161 Dec 19
Mar 22 Card Stuck Hovering/Never Roping ...Eloemaz0 Mar 22
Mar 1 Ranked Play progression We've found an issue with the Ranked Play progression being incorrect. The developers are working on it now and hope to get it fixed shortly. While they're working on it, Ranked Play will be in extended maintenance.Omrakos0 Mar 1
Aug 24, 2014 Helpful Billing Information & Troubleshooting Basics Greetings, We'd like to provide several links to some helpful billing information and troubleshooting basics that we hope will assist you in resolving minor issues and answer common questions that may arise. Helpful Billing Information Buying Hearthstone Cards Hearthstone Refund and Restoration Policy Troubleshooting Basics Hearthstone System Requirements Hearthstone Crash/Lockup Troubleshooting Disconnection and Latency troubleshooting Battle.net Updates get Stuck or Fail Hearthstone Uninstall Instructions Additional support articles can be found in our Hearthstone Support page.Roraks1 Aug 24, 2014
Apr 22, 2014 Hearthstone iPad Support Hey all! Due to the controlled nature of Apple's iOS setup, Blizzard Entertainment is limited on what troubleshooting assistance we can provide in regards to app support. Please see below for some frequently asked questions as well as troubleshooting steps if you find yourself encountering any issues. As always, we invite you to report mobile-device specific bugs in our Mobile Bug Report Forum! Shared Progress Your Hearthstone progress is shared across any device where you log in using your Battle.net Account. This includes achievements, gold, custom decks, card collections, and arena progress. Global Play Just like the computer client, the iPad client can connect to any of our available game regions, including the Americas, Europe, and Asia. You can learn more about Hearthstone's Global Play feature here. Should you not see your shared game data after logging in, check to ensure you are connected to the proper region (selectable from the login screen of the Hearthstone App) and that you are using the same Battle.net Account as the one logged into your computer.Glaxigrav1 Apr 22, 2014
Apr 9, 2014 How to Report Hacks/Exploits/Cheating As per the Forums Code of Conduct, under no circumstances should a hack or exploit be reported on the public forums. Because of the sensitive nature of hacks/exploits, posting on forums only ensures that other people are going to attempt to use them. Any poster who breaks this rule will have their thread deleted immediately and may receive further action, such as a restriction in posting privileges. If you find an exploit or think someone is hacking into the game, please send a detailed e-mail to hacks@blizzard.com. We thank you in advance for your reports. Reporting these issues is incredibly important, but at the same time please remember to report them through the secure channels. ______________________________ Technical Support: Monday - Friday, 12pm - 9pm Pacific Time How am I doing? // https://www.surveymonkey.com/s/Glaxigrav \\Glaxigrav0 Apr 9, 2014
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