I can't download the Desktop App


#1

Hi there,

I’m on a Mac, running 10.12.6 and whenever I try to download the app it just times out - both on Chrome and on Safari, and both for the en-gb and en-us downloaders.

… help?

EDIT
Looking Glass results:

TRACEROUTE:
traceroute to 163.47.239.141 (163.47.239.141), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.418 ms  0.409 ms  0.414 ms
 2  24.105.18.3 (24.105.18.3)  1.305 ms  1.297 ms  1.299 ms
 3  137.221.105.12 (137.221.105.12)  1.239 ms  1.250 ms  1.255 ms
 4  137.221.66.20 (137.221.66.20)  2.866 ms  2.895 ms  2.901 ms
 5  137.221.83.68 (137.221.83.68)  6.246 ms  6.298 ms  6.312 ms
 6  137.221.65.68 (137.221.65.68)  184.734 ms  431.264 ms  431.241 ms
 7  137.221.68.32 (137.221.68.32)  23.304 ms  23.326 ms  23.326 ms
 8  tnzi-ggis.tzni.com (206.223.123.6)  5.473 ms  5.462 ms  5.456 ms
 9  * * *
10  * * *
11  * * *
12  * * *
13  * * *
14  * 202-56-33-129.nownz.co.nz (202.56.33.129)  139.319 ms  141.457 ms
15  202-56-33-252.nownz.co.nz (202.56.33.252)  149.497 ms  149.538 ms  149.543 ms


13/08/2019 05:07:40 UTC
--------------------

PING:
PING 163.47.239.141 (163.47.239.141) 56(84) bytes of data.

--- 163.47.239.141 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 2998ms



13/08/2019 05:07:40 UTC
--------------------

MTR:
Start: Tue Aug 13 05:07:40 2019 Blizzard  1.|-- Blizzard               0.0%    10    0.3   0.3   0.2   0.4   0.0
  2.|-- 24.105.18.3                0.0%    10    0.7   0.7   0.6   1.1   0.0
  3.|-- 137.221.105.12             0.0%    10    0.8   0.7   0.6   0.9   0.0
  4.|-- 137.221.66.20              0.0%    10    0.9   1.7   0.8   4.7   1.0
  5.|-- 137.221.83.68              0.0%    10    6.0  12.3   5.8  33.0  10.7
  6.|-- 137.221.65.68              0.0%    10   65.5  49.8   5.7 210.3  65.2
  7.|-- 137.221.68.32              0.0%    10    6.0   8.1   5.8  24.8   5.9
  8.|-- tnzi-ggis.tzni.com         0.0%    10    5.5   7.2   5.4  22.2   5.3
  9.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0
 10.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0
 11.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0
 12.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0
 13.|-- ???                       100.0    10    0.0   0.0   0.0   0.0   0.0
 14.|-- 202-56-33-129.nownz.co.nz  0.0%    10  146.2 142.2 138.9 149.6   4.1
 15.|-- 202-56-33-252.nownz.co.nz  0.0%    10  149.1 149.1 149.1 149.2   0.0
 16.|-- ???                       100.0     9    0.0   0.0   0.0   0.0   0.0


13/08/2019 05:07:40 UTC
--------------------

#2

Hey, Quen! Thank you for including the looking glass test. There is some potential packet loss on the ISP node visible on the test here. The * before the server name.

Using a different connection like mobile hotspot/tethering or a VPN should work around the potential packet loss to allow you to install the Blizzard Application. A VPN is not something we support or recommend as it is a third party application, but if you feel comfortable with doing so, it can be an alternative when there is a peering concern.

This will likely be a concern with the Internet Provider’s peering node, and they will need to be contacted to address the issue. If you’d like for us to check the connection from you to us, could you include a traceroute test to us.patch.battle.net?


#3

Weird. I tried that but hit the same issue. For now I’ve downloaded the client on my PC and shifted it over to my Mac - not sure why I didn’t think of this yesterday, I blame Bad Brain :tm:

It’ll be interesting to see whether it’ll work now that it’s installed - so far so good, though.


#4

I don’t think this is a client-side problem. My wife and I were also having trouble downloading the client (World-of-Warcraft-Setup.zip), her on her Mac and me (same file) on Linux. We tried Chrome and Firefox. I also tried using wget and had trouble at first:

$ wget -v -O World-of-Warcraft-Setup.zip https://us.battle.net/download/getInstaller\?os\=mac\&installer\=World-of-Warcraft-Setup.zip
--2019-08-15 20:24:56--  https://us.battle.net/download/getInstaller?os=mac&installer=World-of-Warcraft-Setup.zip
Resolving us.battle.net (us.battle.net)... 137.221.106.102
Connecting to us.battle.net (us.battle.net)|137.221.106.102|:443... connected.
HTTP request sent, awaiting response... 200 OK
Length: unspecified [application/octet-stream]
Saving to: ‘World-of-Warcraft-Setup.zip’

World-of-Warcraft-Setup.zip                                             [                                                                                                            <=>                                                     ]   2.58M  80.1KB/s    in 35s     

2019-08-15 20:25:32 (75.6 KB/s) - Read error at byte 2708904 (Error in the pull function.).Retrying.

--2019-08-15 20:25:33--  (try: 2)  https://us.battle.net/download/getInstaller?os=mac&installer=World-of-Warcraft-Setup.zip
Connecting to us.battle.net (us.battle.net)|137.221.106.102|:443... connected.
HTTP request sent, awaiting response... 200 OK
Length: unspecified [application/octet-stream]
Saving to: ‘World-of-Warcraft-Setup.zip’

World-of-Warcraft-Setup.zip                                             [                                                                                                        <=>                                                         ]   2.51M  75.5KB/s    in 35s     

2019-08-15 20:26:08 (74.0 KB/s) - Read error at byte 2708904 (Error in the pull function.).Retrying.

--SNIP--

I let it retry four times, and it failed at the same byte each time. However, when I re-ran with --no-http-keep-alive I was able to successfully download the file:

$ wget --no-http-keep-alive -v -O World-of-Warcraft-Setup.zip https://us.battle.net/download/getInstaller\?os\=mac\&installer\=World-of-Warcraft-Setup.zip
--2019-08-15 20:29:30--  https://us.battle.net/download/getInstaller?os=mac&installer=World-of-Warcraft-Setup.zip
Resolving us.battle.net (us.battle.net)... 137.221.106.102
Connecting to us.battle.net (us.battle.net)|137.221.106.102|:443... connected.
HTTP request sent, awaiting response... 200 OK
Length: unspecified [application/octet-stream]
Saving to: ‘World-of-Warcraft-Setup.zip’

World-of-Warcraft-Setup.zip                                             [                  <=>                                                                                                                                               ]   3.12M   831KB/s    in 3.8s    

2019-08-15 20:29:34 (831 KB/s) - ‘World-of-Warcraft-Setup.zip’ saved [3268311]

I haven’t explored deeply enough to see why ignoring HTTP Keep Alive allows the download to complete, but something’s not right there. I also noticed that the server isn’t sending a Content-Length header, which is why our browsers and wget can’t report the file size. I think some configuration changes could make downloading your client a more pleasant experience for your users. Thanks!


#5

I am seeing the same issue:

:~/Downloads$ wget --no-http-keep-alive -v -O World-of-Warcraft-Setup.zip https://us.battle.net/download/getInstaller\?os\=mac\&installer\=World-of-Warcraft-Setup.zip
--2019-08-28 00:17:06--  https://us.battle.net/download/getInstaller?os=mac&installer=World-of-Warcraft-Setup.zip
Resolving us.battle.net (us.battle.net)... 137.221.106.102
Connecting to us.battle.net (us.battle.net)|137.221.106.102|:443... connected.
HTTP request sent, awaiting response... 200 OK
Length: unspecified [application/octet-stream]
Saving to: ‘World-of-Warcraft-Setup.zip’

World-of-Warcraft-Setup.zip                            [                                                                                     <=>                       ]   1007K  40.4KB/s    in 30s

2019-08-28 00:17:37 (33.9 KB/s) - Read error at byte 1031184 (Connection reset by peer).Retrying.

If someone could post the checksum of the file as it’s meant to be, it would be very much appreciated. Then I can safely use a third party source.


#6

I had a really similar problem with a similar solution.

Couldn’t download the battle.net client on a Mac through Safari or Chrome, either over my home network, or tethered to my phone, or through my work’s VPN (using endpoints in AU, US or EU) or any combination of them.

So then I tried wget as per jj31415’s --no-http-keep-alive example. Still didn’t work, kept breaking on the same byte.

Finally I changed from us to eu and ran:

wget --no-http-keep-alive -v -O World-of-Warcraft-Setup.zip https://eu.battle.net/download/getInstaller\?os\=mac\&amp;installer\=World-of-Warcraft-Setup.zip

That worked. It seems improbable that this isn’t a network problem under Blizzard’s control - to have the same byte break consistently, even through different networks and browsers just can’t be coincidental. Or maybe it’s an intermediary. Either way, it sucks.

Checksum from my download (v1.16.3.2988):
shasum World-of-Warcraft-Setup.zip e64ab893b35548ea5ffc789719d6955b34939f8d World-of-Warcraft-Setup.zip


#7

I’ve got the exact same issue downloading the Mac BattleNet app from Australia (tried multiple connections too), it worked perfectly fine from Canada (with the exact same link from us.battle.net)


#8

Hey there,

If using a VPN to reroute the signal is resolving the issue, this does suggest the root problem being related to a node the ISP network uses to connect you to our servers. VPN networks use different routes than normal ISP.

My advice in this case would be to contact the ISP and let them know of the error.


#9

Having the same issue here too. Hearthstone won’t launch unless using VPN on Mac.

Can’t connect or play UNTIL I use a VPN on Mac.

Oddly, I can play on mobile phone with no issues.