Centurylink - Hots Server problem on authenticating

Desktop App Tech Support
1

Hi, can you help me with a connection problem to Heroes of The Storm? It has been like this for weeks, I can’t connect unless I use a VPN. No one helps me in the HoTS forum. I get stuck on “authenticating” and then logged out.

I’m in Florida using Centurylink.

Thank you and I’m sorry for double posting.

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|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
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|            71-214-95-254.orlf.qwest.net -    0 | 7356 | 7356 |    4 |    5 |   45 |    5 |
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|                            4.68.144.165 -    0 | 7357 | 7357 |    5 |    9 |   82 |   23 |
|                            4.69.142.178 -  100 | 1475 |    2 |    0 |   39 |   39 |   39 |
|    BLIZZARD-EN.ear7.Chicago2.Level3.net -    1 | 7353 | 7352 |   38 |   43 |  151 |   40 |
|              ae1-br02-eqch2.as57976.net -    0 | 7348 | 7348 |   74 |  107 | 2298 |   76 |
|         et-0-0-3-br02-eqla1.as57976.net -    0 | 7347 | 7347 |   74 |   93 | 2860 |   82 |
|                           137.221.68.93 -    0 | 7357 | 7357 |   73 |   77 |  201 |   75 |
|                           24.105.30.129 -    0 | 7357 | 7357 |   74 |   76 |  110 |   76 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
2

Hey there Zak! Thank you for reaching out, as it can understandably be frustrating to have a technical issue occur when simply trying to enjoy your gaming time. If you can connect to Heroes of the Storm when using a VPN, this means that the underlying problem is isolated to your regular home network.

In this case we can only recommend contacting the ISP for assistance determining what is causing the issue to occur on the home network. They may adjust specific security/firewall settings on your modem or temporarily replace the device to narrow it down further. Keep in mind that you can request to speak with a “level 2 or level 3 technician” when contacting the ISP, as the front-line representatives typically only have access to basic diagnostics and troubleshooting tools.

I hope this helps! Let us know if you have any further questions.