Georgia comcast user here! Started as of 72 hours ago, unable to connect to game server at first, then during the uninstall/reinstall fix the game gets stuck before installation.
I’m sorry to say but no amount of traceroute information will help here. This problem resides with Comcast/Xfinity and the Modem/Router manufactures. If you contact either one of the mentioned parties they will deffer to the other or to the software. The reason this is not something flat out fix is because depending on what zip code you sit in the will depend on what Modem/Router will work with the ISP and software. That is why tons of people are not experiencing the problems. VPNs work because it changes your location more or less. The best fix is to spit out cash for the most bought Router/Modems in your respective area till you find one that works. Or if you are so lucky switch ISP to the competitor.
@Burly, this is exactly what we’ve found and we’ve had confirmation that replacing the router/modem has helped in the past. The other workarounds have been to try an alternative connection or VPN and with the WinMTR tests we’ve gathered, there wasn’t a consistent issue with the connection route either. It does appear to be a router/modem issue, but we’d like to find a solid workaround or fix to this issue for you all. It’s not ideal by any means for any of the current workarounds, which is why we’re gathering the Log Goblin files for our team to look into and reach out to the appropriate folks who can fix this fully. Thank you for the input!
This sounds like finger pointing. So your telling me its not blizzard but my modem/router? The same router/modem that has been working perfect otherwise? So why is steam working perfectly? Why is everything else working perfectly? Weeks I been at it just to email support and get pointed to this?
We’ve been tracking this issue for quite some time now. It may not be the router/modem itself, but it could be something with the communication of the devices or some outdated firmware and protocols that Blizzard Application is having trouble communicating with. We’re still trying to gather information and details for the exact reason, but we’ve consistently seen this issue with these 3 routers:
- Technicolor TC8717C
- TP-Link Archer CR700
- Arris TG1682G
It’s been confirmed replacing the router/modem has resolved some situations completely. It’s still a bit odd that a VPN helps alleviate this issue and the issue happens inconsistently. The issue has been escalated to our team, who are digging into the LogGoblin files sent. We have not seen issues like this outside of Comcast, however, which makes it a bit more difficult to track it efficiently.
I use comcast and have a TP-Link Archer CR500 and have permanent Blizzard went to sleep error code on my PC. Cod Warzone will not launch on my PS4 using wired connection/wifi either. Game will play on PS4 if I use hotspot.
Please provide solution.
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Same problem here in Georgia for the last 6 months. Really frustrated that I paid $60 for a game and I can’t play it on my home internet. Worked fine while I was at college on same computer. Also have the Archer router. This isn’t on Comcast though, Blizzard used to work fine and every other game works fine on my internet. Please Fix this
SwiftFilms,
If you want to help us investigate the issue, you can send the logs we requested.
That said, a VPN client usually works around this. With that in mind, it probably has to do with the decryption file for the game getting blocked by your firewall. We’re trying to find out why that happens, but in the mean time, there’s a work around that should fix it for you.
Has anyone came up with a resolution for this? I am still unable to install or update any games.
I live in Colorado and have the TP-Link Archer CR700 with xfinity internet.
For anyone looking for a quick fix, I was able to use the free VPN with my anti-virus program, Kaspersky, to get it started. Since I’m only allowed 300MB free a day, I just got the download started, then turned off the VPN, and the download finished without the VPN.
So in the mean time, it seems that a VPN is the only work around I have found for now as I have searched forever looking and trying every other possible idea.
Heya Wadsy,
We did some tweaks to improve this, thanks to all the logs that folks submitted to us a few months ago. The error appears less frequently now, but will sometimes appear due to connectivity issues. As earlier mentioned, like you said, a VPN is a good work around while we continue making tweaks to the battle.net engine.
The strange thing is that it just started happening to me a couple weeks ago, not like the others from months back. Also, I turned off the windows firewall, kaspersky, and the router/modem firewall, so I’m not sure that this is the case but I’m definitely not an IT person.
On another note, is there a way to update the games or install them outside of the client? It’s frustrating to have to use a VPN every time a game needs updated or installed.
Thanks in advance, Drak
I was having the same problem installing any of the Blizzard games while using the TP Link Archer CR500 modem/router combo. I created a hotspot with my phone and connected my computer to it. Even though my phone was using the same wifi signal, the installation worked perfectly. The problem only occurred when connecting directly to the modem/router combo. Hopefully this helps some of you who don’t have a VPN and don’t want to burn through all your cell data.
1 Like
Hey, I just had the issue not for almost half a year. Stopped using blizzard all together. BUT the other day I had an idea and (I UNPLUGGED MY ETHERNET CABLE FROM THE COMPUTER TO THE ROUTER AND TRIED TO SEE IF THE AGENT WILL WORK WITH WI-FI. THEN AFTER YOU CAN PLUG IT IN AGAIN AND SEE IF IT WORKS). Worked for me. I have xfinity and i used to get stuck in “waiting” when i would try to download things. Only worked with a vpn but it would lag
I’m having this problem here in New Mexico. I’ve been talking to support for more than 3 days and nothing is helping. I sent all the files to the email address listed above. I’m using a Comcast Gateway. I can’t use a different one because it has a landline attached to it. The PN for the Gateway is CGM4140COM. The launcher usually opens when I turn my computer on, but crashes after it’s been open for a while. Sometimes releasing and renewing with Ipconfig will get everything to load for a little bit. Here are my WinMTR results.
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.0.0.1 - 0 | 477 | 477 | 0 | 0 | 19 | 0 |
| 96.120.0.153 - 0 | 477 | 477 | 5 | 10 | 23 | 9 |
|po-302-1210-rur02.santafe.nm.albuq.comcast.net - 0 | 477 | 477 | 7 | 11 | 23 | 9 |
|be-2-ar02.albuquerque.nm.albuq.comcast.net - 0 | 477 | 477 | 32 | 36 | 47 | 37 |
|be-33654-cr02.losangeles.ca.ibone.comcast.net - 0 | 477 | 477 | 55 | 59 | 79 | 59 |
|be-3412-pe12.600wseventh.ca.ibone.comcast.net - 0 | 477 | 477 | 55 | 60 | 73 | 59 |
|as4766-pe01.600wseventh.ca.ibone.comcast.net - 0 | 477 | 477 | 51 | 62 | 147 | 65 |
| ae1-br01-eqla1.as57976.net - 0 | 476 | 476 | 64 | 232 | 1319 | 175 |
| No response from host - 100 | 97 | 0 | 0 | 0 | 0 | 0 |
| et-0-0-0-pe04-swlv10.as57976.net - 0 | 477 | 477 | 60 | 65 | 167 | 60 |
| las-swlv10-ia-bons-04.as57976.net - 0 | 477 | 477 | 60 | 63 | 75 | 63 |
| 137.221.105.15 - 0 | 477 | 477 | 55 | 63 | 92 | 63 |
| 137.221.106.19 - 0 | 477 | 477 | 55 | 62 | 75 | 60 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
What’s weird is that I wasn’t having this problem at all until I contacted Comcast about a problem with my 1gbps Internet only downloading at 30-50mbps. They helped fix the issue and I began getting 800-950mbps, but I started getting this connection issue with the Agent going to sleep on the same day. A VPN will sometimes work for me, but not always, and it takes a long time to login and for everything to load while on a VPN. Here is my Traceroute info to add to my previous post.
Tracing route to us.patch.battle.net [137.221.106.19]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 10.0.0.1
2 9 ms 13 ms 11 ms 96.120.0.153
3 9 ms 13 ms 8 ms po-302-1210-rur02.santafe.nm.albuq.comcast.net [96.110.17.101]
4 38 ms 35 ms 36 ms be-2-ar02.albuquerque.nm.albuq.comcast.net [68.86.182.221]
5 58 ms 58 ms 57 ms be-33654-cr02.losangeles.ca.ibone.comcast.net [68.86.166.65]
6 59 ms 63 ms 61 ms be-3412-pe12.600wseventh.ca.ibone.comcast.net [96.110.33.78]
7 57 ms 57 ms 59 ms as4766-pe01.600wseventh.ca.ibone.comcast.net [75.149.229.70]
8 342 ms 221 ms 218 ms ae1-br01-eqla1.as57976.net [137.221.68.33]
9 * * * Request timed out.
10 61 ms 60 ms 69 ms et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
11 61 ms 62 ms 61 ms las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
12 62 ms 61 ms 64 ms 137.221.105.15
13 59 ms 61 ms 61 ms 137.221.106.19
Trace complete.
My email to techinfo@blizzard.com keeps getting rejected with a really long gibberish response that starts off with " 550: 5.7.0 Message Size Violation " My BlizzardLogs zip is only 2.25mbs, while tracert.txt and winMTR.txt are only 2kb each.
I am also having this issue.
After multiple re-installs of the Battle.net client due to it being stuck in “waiting” or “Blizzard Agent has fallen asleep”, I was able to patch WoW to 9.0.1 over a Mobile Hotspot.
However, WoW now crashes on Launch, regardless of whether I attempt to run on the Hotspot or Comcast. I have tried disabling the QoS on the router, turning off Windows Defender, Running in Safemode, and uninstalling Add-on managers.
Here are my details:
- Archer CR700
- Mobile Hotspot Resolved Patching/Installing/Repairing issues, but not game launch
WinMTR for us.actual.battle.net
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 395 | 395 | 0 | 1 | 6 | 1 |
| 96.120.76.245 - 0 | 395 | 395 | 8 | 12 | 105 | 9 |
| 68.86.217.173 - 0 | 395 | 395 | 8 | 13 | 52 | 11 |
| 162.151.183.117 - 0 | 395 | 395 | 6 | 13 | 49 | 11 |
|be-201-ar03.ivyland.pa.panjde.comcast.net- 0 | 395 | 395 | 11 | 16 | 201 | 20 |
|be-33287-cr01.newark.nj.ibone.comcast.net- 0 | 395 | 395 | 14 | 18 | 44 | 16 |
|be-10203-cr02.newyork.ny.ibone.comcast.net- 0 | 395 | 395 | 14 | 18 | 45 | 22 |
|be-1302-cs03.newyork.ny.ibone.comcast.net- 0 | 395 | 395 | 14 | 17 | 40 | 17 |
|be-4311-pe11.60hudson.ny.ibone.comcast.net- 0 | 395 | 395 | 15 | 19 | 45 | 16 |
| 50.208.235.78 - 0 | 395 | 395 | 14 | 21 | 85 | 17 |
|ae1-br01-eqny8.as57976.net- 0 | 372 | 372 | 75 | 336 | 3240 | 3240 |
| No response from host - 100 | 79 | 0 | 0 | 0 | 0 | 0 |
|et-0-0-3-br02-eqla1.as57976.net- 0 | 390 | 390 | 74 | 113 | 2860 | 74 |
|be3-pe02-eqla3.as57976.net- 0 | 395 | 395 | 74 | 80 | 155 | 75 |
|lax-eqla1-ia-bons-01.as57976.net- 0 | 395 | 395 | 74 | 78 | 104 | 75 |
| No response from host - 100 | 79 | 0 | 0 | 0 | 0 | 0 |
| 24.105.28.10 - 0 | 395 | 395 | 73 | 77 | 104 | 75 |
|____________|||||||
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
WinMTR for us.patch.battle.net
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.1.1 - 0 | 393 | 393 | 0 | 1 | 6 | 1 |
| 96.120.76.245 - 0 | 393 | 393 | 8 | 11 | 36 | 8 |
| 68.86.217.173 - 0 | 393 | 393 | 8 | 12 | 41 | 12 |
| 162.151.183.117 - 0 | 393 | 393 | 9 | 12 | 36 | 13 |
|be-201-ar03.ivyland.pa.panjde.comcast.net- 0 | 393 | 393 | 9 | 17 | 249 | 14 |
|be-33287-cr01.newark.nj.ibone.comcast.net- 0 | 393 | 393 | 13 | 17 | 49 | 16 |
|be-10203-cr02.newyork.ny.ibone.comcast.net- 0 | 393 | 393 | 14 | 17 | 45 | 15 |
|be-1102-cs01.newyork.ny.ibone.comcast.net- 1 | 389 | 388 | 14 | 17 | 97 | 15 |
|be-4111-pe11.60hudson.ny.ibone.comcast.net- 0 | 393 | 393 | 14 | 17 | 45 | 18 |
| 50.208.235.78 - 0 | 393 | 393 | 14 | 20 | 97 | 16 |
|ae1-br01-eqny8.as57976.net- 1 | 361 | 359 | 76 | 352 | 3577 | 405 |
| No response from host - 100 | 79 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 79 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 79 | 0 | 0 | 0 | 0 | 0 |
|et-0-0-0-pe01-swlv10.as57976.net- 0 | 393 | 393 | 71 | 77 | 175 | 76 |
|las-swlv10-ia-bons-01.as57976.net- 0 | 393 | 393 | 72 | 74 | 93 | 74 |
| 137.221.105.11 - 0 | 393 | 393 | 71 | 74 | 93 | 74 |
| 137.221.106.19 - 0 | 393 | 393 | 71 | 73 | 90 | 75 |
|____________|||||||
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
I have sent the LogGoblin Files to [techinfo@blizzard.com] with a link back to this post.
Thanks for all your hard work!
- Pete P.
Having the same issue here from yesterday. Xfinity user - cannot launch game after the recent BNet APP update. I can log into BNET website without any issue. No issue connecting to other website. Exactly the same issue as your original post.
1 Like