Common solutions

Technical Support
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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 issues
  • Possible 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
  • Overwolf
  • Citrix Workspace
  • Known 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.
Pre GvG issue.

I had my language set to a different language, and now it's reversed even though the client.config file shows it still set properly.

I'm not sure what causes this, but EliteCorps has posted a workaround.

http://us.battle.net/hearthstone/en/forum/topic/11675798101#14

- - -

I'm stuck on the title screen and not loading past it

Players have mentioned that logging in to a different region, and then returning to your home region, can fix the getting stuck issue.

Go to the Battle.net Desktop App and find Game Settings. From there, you can change the Hearthstone language while it isn't running. http://imgur.com/a/WQoHo


- - -

I'm stuck after a battle.net update and it's now showing "waiting on another installation or update..." and it seems stuck

Although I play from a public location and can't check my internet connection, I got hit with the "waiting on another installation or update..." and got stuck waiting for the patch. I may have found a possible workaround.

It seems my battle.net client was updated prior to the patch. This may have been the source of the issue that causes you to get stuck.

Possible workaround;
- Quit out of the battle.net desktop app if you have it running (close the app completely, don't just minimize it)
- Navigate to your directory where your Battle.net stuff installs
- Within that folder you should see a folder created when it patched - for me that was today, so it was marked as "Battle.net.5325" with today's date
- DELETE this folder

For me what happened when I launched battle.net next was that it re-downloaded the patch, and after it re-downloaded it started downloading the patch as normal.

If that doesn't work, another solution has been posted in the Heroes of the Storm forums.

http://us.battle.net/heroes/en/forum/topic/17346284845

With the Battle.net App Closed:
1. Open the Activity Monitor.
2. Locate any open Agent processes.
3. Click on Force Quit and end the process.
4. Once all processes are closed, restart the Battle.net App.


(Found by SsTrFsTr - http://us.battle.net/hearthstone/en/forum/topic/15269208205?page=3#44 )
If none of these seem to apply, or you have an issue and these do not resolve it, start a NEW THREAD, describe the issue, and post your dxdiag file.

To get a dxdiag file do this...
http://windows.microsoft.com/en-US/windows-vista/Run-DirectX-Diagnostic-Tool
... then 'save all information' and copy and paste that into your post.
Edited by rabb1t on 11/28/2014 11:57 AM PST; added a note for away/busy in relation to possibly blocking chat messages.
Continued / additional issues...

I disconnect from Hearthstone all the time and it makes me *(#%&*!.

While it is possible for the Hearthstone server to disconnect a player from a game, if you experience disconnects on a 'regular' basis it is more likely that you are having connectivity issues.

You may want to start by checking through the connectivity sticky:
http://us.battle.net/hearthstone/en/forum/topic/13021652494

I would recommend several tests to verify connectivity and narrow down if this is possibly an issue with your system, your ISP, or something else.

- If this is a mobile device, such as a tablet or laptop, try connecting via land-line and disabling the wireless connection.

- If this is a mobile device, such as a tablet or laptop, which can be conveniently taken somewhere else you know has connectivity (coffee shop, friend's house, etc.) I would recommend you take the device/system there and see if you suffer the same kind of connectivity issues.

- If this is not a system which can be moved easily, see if a friend can come over and play with a mobile device they have using your connection.

- Have a friend come over and see if they experience the same disconnections on your system. And/or check if the disconnections happen in different regions.

- If there is a seeming higher disconnection time during the day, note when this seems to be, and track it over several days. If the times are always at a certain time, there may be something going on in your home or with your system at that time, or it may be something your ISP is doing during those times. (Some ISPs re-route traffic during/after business hours differently based on the Internet traffic.)

- Note that nearly everything which connects to the Internet automatically reconnects or buffers. It's possible Hearthstone is not correctly reconnecting you, and that disconnections which don't affect other things is connecting Hearthstone. * One test you can do is what I'd call 'the Twitch test'. Twitch is the only site I know of which does not buffer and will rapidly drop your quality to retain connection during disconnection periods. So I'd say if you want to test your connection find a high-resolution stream (1920x1080) which you can watch in full screen which is flagged as "high" quality. When you watch it, watch very carefully for any drops in visual clarity/quality, reduction from "high" to a different quality setting, or pauses/stops in audio. If any of those things happen, then your connection is not stable and you are experiencing disconnections.

By narrowing down if it's the device or the connection you can determine if you should contact your ISP. Remember, the Internet is a series of hardware connections run by software. At any point the signal can be interrupted. This starts in your home with your gaming system, goes to your wireless router or land-line router, then your modem, then your local Internet hardware, then to bigger Internet junctions, and then to the Blizzard servers. If your ISP is faulty it is not your fault, nor should you feel like you are being blamed if you check your ISP. It is a service like any other, and being comprised of several different connections any one of them may be faulty or blocked. Asking your ISP to check these is part of your monthly plan.

If you are experiencing issues, and you have a post about it, please go through these steps and see if you can discover anything to help track down the issue.

* = At the time of this post it is a known issue that the reconnection feature doesn't always work as intended.

NOTE: If you have Overwatch there is also a network connectivity monitor you can turn on to see what your connection is doing in real-time. This would be a valid tool for checking if you connection is fast AND stable. I'd recommend in addition to the above, if you can do this as well, go ahead and do this to gather additional information.
Hey rabb1t!

I like your idea, I posted something similar but with less text (form of a Q&A) in the Bug Report forums, since the players tend to go to the Bug Report more often than to tech (I think?). You possibly can copy-paste some of it, dunno:
http://us.battle.net/hearthstone/en/forum/topic/13478497722

And I would hint to copy-paste this thread over to the Bug Report forums, since it applies there (I mean there too) due to the players actually visiting Bug Report thinking their issue is a bug.

Good to see a useful thread from the community! Good job mate! :)
Posting rate is about 5-10x as much in tech I think. (Not counting that most of the bugs seem to be a misunderstanding of how cards or game mechanics work.) Not really sure it needs to be duplicated, but I suppose there's not a lot of harm in doing so.
Pre GvG issue.

I had my language set to a different language, and now it's reversed even though the client.config file shows it still set properly.

I'm not sure what causes this, but EliteCorps has posted a workaround.

http://us.battle.net/hearthstone/en/forum/topic/11675798101#14

Go to the Battle.net Desktop App and find Game Settings. From there, you can change the Hearthstone language while it isn't running. http://imgur.com/a/WQoHo
Hello. I have a serious problem with the new patch. I can't update the game. Around 746mb it says "something went wrong with a file" . I tried re-installing the game, patching it manually but i get the same result...Can someone help me with this problem?
Those are the only solutions I can think of. If those don't work the only thing I could suggest would be to try checking your firewall settings. Something may be blocking it. (Try to avoid replying here in this sticky unless you have a workaround suggestion though. :) )
I'm stuck after a battle.net update and it's now showing "waiting on another installation or update..." and it seems stuck

Although I play from a public location and can't check my internet connection, I got hit with the "waiting on another installation or update..." and got stuck waiting for the patch. I may have found a possible workaround.

It seems my battle.net client was updated prior to the patch. This may have been the source of the issue that causes you to get stuck.

Possible workaround;
- Quit out of the battle.net desktop app if you have it running (close the app completely, don't just minimize it)
- Navigate to your directory where your Battle.net stuff installs
- Within that folder you should see a folder created when it patched - for me that was today, so it was marked as "Battle.net.5325" with today's date
- DELETE this folder

For me what happened when I launched battle.net next was that it re-downloaded the patch, and after it re-downloaded it started downloading the patch as normal.
I'm stuck on the title screen and not loading past it (post GvG launch)

Players have mentioned that logging in to a different region, and then returning to your home region, can fix the getting stuck issue.
gained a shield but it wont apply "next" so its stuck in the middle of my screen
01/04/2015 09:57 PMPosted by rickybobby
gained a shield but it wont apply "next" so its stuck in the middle of my screen
That might be a bug.

Again, please try not to post in this thread people. It's just for posting solutions, not questions. That's what the regular forum is for. :O
I really want to check out the new things in Hearthstone but i cant update to the newest version so i cant play what should i do
This is a stikied thread for reading, not posting questions. :( Please read the original post. If it doesn't help, make a new thread asking your question.
"I am logging in for the first time after a season has ended, but I can't get past the new rank screen.,,

These options are not working. I reset the game and the "Back,, or "Continue,, button did not appear.
I logged to a different region too, after back, but it did not work.
I can't swich the game "Windowed mode,, just in the game, but the writing obscures the options menu.

Please help me!!!!
You are among only a few for which these fixes don't work. Unfortunately my only suggestions to those few is to find a different system to log in from. :( (Thus the message is flagged as 'seen' by the server and after you can return to your regular system.)
I just read your Connection Issue post. Flippin excellent!!

Im gonna go thru ALL of your checks right now, as for the 1st time since I started playing HS, (only since New Years Day lols) im experiencing "game-breaking" d/c issues (or so it seems) .

I LOVE the game, I really do, but the last 24 hours have been a frickin nightmare!!

Im gonna be sooo gutted if they cant be resolved ( & looking to refund the £300+ ive spent on HS in the last month).

:( :( :(

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