[Sept 8][Comcast/Xfinity] Agent went to sleep / Install loop / Can't launch game


#1

Agent problem.

on 8/28, I was having difficulty with Heroes not updating the latest hotfix patch, so I’ve tried a bunch of different fixes - updating video drivers, uninstalling Heroes, rebooting PC, deleting cache folders, I’ve even gone as far as resetting my computer to factory settings - nothing has worked. Now, due to the computer reset, I can’t install ANY blizzard games. It just gets stuck trying to begin the downloads.

I don’t know what to do and I’m very frustrated with the situation. I’ve never had a problem like this before. Can anyone help me?

It’s a few months old Alienware PC running Windows 10. Runs games great.


#2

Hey, Allcaal! Thanks for taking the time to reach out to us! Hopefully, the issue was able to be resolved since then!

There has been an issue with users on Comcast ISP that we’ve noticed the trend of BLZBNTBNA00000005 (Agent went to sleep), and installation issues. We have found that using a different connection like a hotspot (mobile) connection works around this issue. We’re tracking this issue on our end!


#3

Any update on this??? Comcast user here and I am still unable to install or update games using the Battlenet client! I am still receiving the Agent asleep error. I do not have the luxury of using a hotspot or mobile connection.


#4

I am also having this issue, using wifi to work around an issue like this seems counter productive because then you have wifi issues and everything is slower. Any headway on this? Is it still being worked on? I am unable to play games that I pay for and this issue has been going on for almost a month for me. Also with Comcast


#5

No update on this as of yet. Another potential workaround would be to use a VPN, but it’s unconfirmed if this resolves the issue. We’re gathering information and reports for this currently, if you guys could provide us with a traceroute test to us.patch.battle.net?

It’s not ideal to use these workarounds as it’s preferred to use the ISP connection. We’re working on tracking where the exact issue is and the requested information will help greatly!

During this time, it’s recommended to contact Comcast. This will help to gather information to make communication easier in case this does need to be escalated to our network team.


Unable to install or update any Blizzard games
#6
Tracing route to us.patch.battle.net [137.221.106.19]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1 
  2     9 ms     6 ms    11 ms  96.120.40.177 
  3    10 ms    11 ms    10 ms  96.110.173.201 
  4     9 ms     9 ms    10 ms  162.151.146.150 
  5     9 ms     9 ms     9 ms  be-14-ar02.pontiac.mi.michigan.comcast.net [68.86.167.13] 
  6    17 ms    17 ms    20 ms  be-33668-cr02.350ecermak.il.ibone.comcast.net [68.86.90.45] 
  7    15 ms    16 ms    16 ms  be-10563-pe01.350ecermak.il.ibone.comcast.net [68.86.82.158] 
  8    16 ms    17 ms    16 ms  173-167-56-238-static.hfc.comcastbusiness.net [173.167.56.238] 
  9    99 ms    89 ms    74 ms  ae1-br01-eqch2.as57976.net [137.221.69.33] 
 10    64 ms    64 ms    64 ms  137.221.65.132 
 11    65 ms    64 ms    65 ms  et-0-0-31-pe01-swlv10.as57976.net [137.221.83.67] 
 12    65 ms    65 ms    66 ms  las-swlv10-ia-bons-01.as57976.net [137.221.66.17] 
 13    65 ms    64 ms    59 ms  137.221.105.11 
 14    65 ms    65 ms    64 ms  137.221.106.19 

Trace complete.

#7

Thanks, Bellok, got this added to our tracking!

I went ahead and updated the title of this thread to get more traction since we’re still gathering information for the situation. For those running into, could the following be provided?

Please email these files over to techinfo@blizzard.com under the subject, Agent/Install Issue.

This inbox is not monitored and will not send responses. It’s used to collect information for Customer Support to assist in troubleshooting.

The information requested is helpful and appreciated! Hopefully, it will help us determine where the issue is. In the mean time, we have seen success with trying a different connection to install or patch the game.


Unable to install or update any Blizzard games
#8

No problem. I went ahead and followed your instructions anyway. Doesn’t hurt to send more complete info.


#9

Would y’all be able to check the firewall settings on the router? We’ve seen some cases where having this set to Maximum Security (High) will prevent out services from connection. Would like to see if there’s any commonality with that here. Info on that setting can be found here.


#10

Mine is set to off and still having the issue. I had to get a free vpn that ran out yesterday to get it to install. Now that you guys did another update, i am out of luck again.


#11

just started having same issue, cant get computer to work around, tried connecting to gateway, it fails every time… i hate paying for WoW game time and a blizzard program failing to do its job screwing me from playing…

update issue also a problem for hearthstone and i assume other games, but havent tried logging on to HotS or Diablo 3 lately.

looking glass info from hearthstone:
TRACEROUTE:
traceroute to 76.17.96.13 (76.17.96.13), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.352 ms 0.344 ms 0.380 ms
2 24.105.18.3 (24.105.18.3) 0.941 ms 0.964 ms 0.970 ms
3 137.221.105.16 (137.221.105.16) 0.942 ms 0.945 ms 0.949 ms
4 137.221.66.22 (137.221.66.22) 1.014 ms 1.033 ms 1.034 ms
5 137.221.83.68 (137.221.83.68) 5.944 ms 5.956 ms 5.949 ms
6 137.221.65.68 (137.221.65.68) 5.624 ms 5.753 ms 5.740 ms
7 137.221.68.32 (137.221.68.32) 5.919 ms 5.916 ms 5.902 ms
8 te-0-10-0-1-4-pe01 . 600wseventh . ca . ibone . comcast . net (23.30.206.153) 5.768 ms 5.977 ms 5.984 ms
9 be-11545-cr02 . losangeles . ca . ibone . comcast . net (68.86.84.233) 6.217 ms 7.853 ms 7.845 ms
10 be-11523-cr01 . houston . tx . ibone . comcast . net (68.86.87.174) 33.909 ms 33.222 ms 32.534 ms
11 be-11423-cr02 . 56marietta . ga . ibone . comcast . net (68.86.85.21) 46.128 ms 45.687 ms 45.281 ms
12 ae-114-ar01 . b0atlanta . ga . atlanta . comcast . net (68.86.93.126) 44.770 ms 44.826 ms 44.822 ms
13 96.108.174.166 (96.108.174.166) 46.188 ms 46.272 ms 46.717 ms
14 96.110.71.18 (96.110.71.18) 45.862 ms 46.334 ms 45.709 ms
15 * * *

18/09/2019 04:01:07 UTC

MTR:
Start: Wed Sep 18 04:01:07 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.2 0.3 0.0
2.|-- 24.105.18.3 0.0% 10 0.8 0.6 0.4 0.8 0.0
3.|-- 137.221.105.16 0.0% 10 0.8 0.9 0.7 1.4 0.0
4.|-- 137.221.66.22 0.0% 10 1.1 3.0 0.9 19.2 5.7
5.|-- 137.221.83.68 0.0% 10 5.7 49.7 5.7 346.5 108.8
6.|-- 137.221.65.68 0.0% 10 34.3 15.6 5.6 67.9 20.4
7.|-- 137.221.68.32 0.0% 10 5.9 11.4 5.9 30.2 9.0
8.|–te-0-10-0-1-4-pe01.600wseventh.ca.ibone.comcast.net 0.0% 10 5.6 5.7 5.5 5.9 0.0
9.|–be-11545-cr02.losangeles.ca.ibone.comcast.net 0.0% 10 6.8 6.7 6.1 7.8 0.3
10.|–be-11523-cr01.houston.tx.ibone.comcast.net 0.0% 10 34.1 33.9 33.3 34.5 0.0
11.|–be-11423-cr02.56marietta.ga.ibone.comcast.net 0.0% 10 48.3 46.4 45.2 48.3 0.7
12.|–ae-114-ar01.b0atlanta.ga.atlanta.comcast.net 0.0% 10 47.1 45.6 44.8 47.8 0.9
13.|-- 96.108.174.166 0.0% 10 49.5 47.0 46.1 50.5 1.6
14.|-- 96.110.71.18 0.0% 10 45.8 45.9 45.7 46.2 0.0
15.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

18/09/2019 04:01:07 UTC

tried getting looking glass info from WoW classic, but its not an option

tracing route to us . patch . battle . net [137.221.106.19]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 264 ms 7 ms 9 ms 96.120.4.149
3 8 ms 389 ms 8 ms 96.110.184.205
4 16 ms 353 ms 12 ms 96.108.174.129
5 59 ms 9 ms 120 ms ae - 31 - ar01 . b0atlanta . ga . atlanta . comcast . net [96.108.174.165]
6 106 ms 11 ms 10 ms be - 7725 - cr02 . 56marietta . ga . ibone . comcast . net [68.86.93.125]
7 240 ms 11 ms 11 ms be - 1402 - cs04 . 56marietta . ga . ibone . comcast . net [96.110.32.81]
8 161 ms 11 ms 10 ms b3 - 2401 - pe01 . 56marietta . ga . ibone . comcast . net [96.110.32.98]
9 10 ms 321 ms 9 ms 50.208.232.138
10 151 ms 79 ms 53 ms 137.221.75.35
11 63 ms 53 ms 354 ms xe - 0 - 0 - 0 - 0 - br01 - eqda6 . as57976 . net [137.221.65.48]
12 55 ms 137 ms 66 ms et - 0 - 0 - 29 - br02 - eqda6 . as57976 . net [137.221.65.101]
13 248 ms 58 ms 221 ms et - 0 - 0 - 2 - br02 - swlv10 . as57976 . net [137.221.65.67]
14 193 ms 172 ms 54 ms et - 0 - 067 - pe01 - swlv10 . as67976 . net [137.221.83.71]
15 54 ms 443 ms 130 ms las - swlv10 - ia - bons - 02 . as67976 . net [137.221.66.19]
16 53 ms 53 ms 142 ms 137.221.105.17
17 56 ms 69 ms 60 ms 137.221.106.19

trace complete

spaces added where necessary to prevent “links”

**edit to add modem/router info: tp-link AC1200 Wireless Dual Band DOCSIS 3.0 Cable Modem-Router
**also using their “xfinitywifi” temporary connection Comcast provides worked around the issue for me, but shouldnt have to resort to that every single time a game is updated


#12

This issue did not occur until a recent Client update just before the Diablo 2.6.6 patch. I did not have any issues prior to this client update. Therefore, it is not a firewall issue. It is not a router issue. I honestly doubt it was a Comcast issue… but I have kept my silence on that one.

I want to play, damn it. Let’s stop blaming other factors and take a look at the client, shall we? If there is indeed a conflict between the client and Comcast, I put my money on the conflict residing on the client side. Some change happened that made the client incompatible with Comcast and that is not Comcast’s fault.


#13

i’ve always had issues with comcast and their consistency. i’d say drop them and go for fios if they are in your area or another isp. if comcast is the only isp not working, that doesn’t seem like its on the client end to me. especially if hotspot and mobile are able to connect, thats not a good sign for comcast and their system.
Edit: Blizzard support, due to their professionalism, will not blame another company directly publicly at least. They will go as far as having a statement from an xfinity representative about the ongoing issue. If you want to really find out whats going on your going to have to contact xfinity support about the issue again due to the fact that they are the only isp that isn’t able to connect to blizzard clients.


#14

Has anyone tried port forwarding to resolve this issue?


#15

I would love a more permanent fix, I have this issue with Comcast as well. I reset modem and worked temporarily. I called them worked briefly enough for me to log into battlenet app with no issues.

I got a VPN which was a recommended possible fix through a ticket. It works great. Sucks to have to need bonus internet to play though. Hope Blizzard and Comcast communicate and figure it out so I don’t have to choose between the two. I don’t have ISP options.


#16

SageWar, They did say that the issue seemed to be happening to Comcast users exclusively. I will not take the time to find the specific blue post. I’m tired of the issue and I did not have this problem until the recent client patch. I do not see how the logic could end up any other way.

Please note that I also do not have any other ISP option. Comcast has a subdivision contract (or something like that) with the city out where I live. It is either move or deal with it.

I have port forwarding set up for every port blizzard provides for both the battlenet client and Diablo 3.

I have both Battlenet and Diablo 3 set to allow through on both incoming and outgoing on my firewall.

The only thing I haven’t done is gone through a VPN. I’m not paying for a VPN to play Diablo.

Edit: Just tried it… seems like it may have been fixed. Diablo just patched and launched.


#17

I was unable to load my games list for weeks and I can’t reinstall the app as the agent doesn’t start.

I’ve tried every single fix listed in any thread. Nothing fixes it.

My ISP is Telia.


#18

Hey all,

It looks like we’ve been getting more reports of this from Xfinity users lately. Can those affected please post the following information for us?

  1. A winMTR test run while the problem is happening. For the winMTR test, you will use this for the “Host” instead of an IP from the article
    us.patch.battle.net
  2. Router/Modem Makes/Models - this’ll help us see if there are hardware commonalities for affected users
  3. Whether or not using a Mobile Tether/Hotspot or VPN works around the problem. This seems to work around things for most affected users.

If you have problems with posting your WinMTR due to a link error, go ahead and copy paste this into your next post, and replace “WinMTR goes here” with your test.

~~~~
WinMTR goes here
~~~~

#19

I’m also having problems and an open ticket, both here and with the ISP, the latter of whom is going nowhere fast (Comcast ISP).

I had the game installed and had played a few days before just fine. When trying to launch it on Wednesday-Thursday Oct 2-3, I got this error first:

Could not locate resources. (0xE00300E0)

Thinking files got corrupted somehow, I uninstalled. The re-install process would successfully download a few files and then get stuck on

Fetching data indices (24/344)

Then it’d show the BLZBNTAGT000008A4 error. Note that I can sign in to my Battle.net account and that other non-Blizzard services/games (e.g. Steam, ArmA3, etc) work fine.

Data asked of this thread:

WinMTR Test Results

|--------------------------------------------------------------------------------------------|
|                                        WinMTR statistics                                   |
|                       Host              -      % | Sent | Recv | Best | Avrg | Wrst | Last |
|--------------------------------------------------|------|------|------|------|------|------|
|                                     atc -      0 |  626 |  626 |    0 |    0 |    2 |    1 |
|                            96 120 96 41 -      0 |  626 |  626 |    3 |   11 |   43 |   10 |
|po-301-1252-rur02 orem ut utah comcast net -    0 |  626 |  626 |    4 |   11 |   43 |   11 |
|     be-3-ar01 sandy ut utah comcast net -      0 |  626 |  626 |    5 |   12 |   32 |   11 |
|be-33660-cr02 sunnyvale ca ibone comcast net -  0 |  626 |  626 |   25 |   28 |   62 |   34 |
|be-11025-cr01 9greatoaks ca ibone comcast net - 0 |  626 |  626 |   25 |   29 |   60 |   27 |
|be-12544-pe01 9greatoaks ca ibone comcast net - 0 |  626 |  626 |   25 |   29 |   61 |   33 |
|                          66 208 216 238 -      0 |  626 |  626 |   25 |   31 |  120 |   34 |
|              ae1-br02-eqsv5 as57976 net -     10 |  434 |  391 |   36 |  146 | 4353 |   43 |
|       xe-0-0-1-1-br02-eqla1 as57976 net -      0 |  626 |  626 |   36 |   49 |  405 |   48 |
|        et-0-0-29-br01-eqla1 as57976 net -      0 |  618 |  618 |   37 |   94 | 2199 |   40 |
|        et-0-0-2-br01-swlv10 as57976 net -      1 |  599 |  594 |   35 |   74 | 3520 |   38 |
|       et-0-0-31-pe01-swlv10 as57976 net -      0 |  626 |  626 |   37 |   43 |  135 |   46 |
|       las-swlv10-ia-bons-02 as57976 net -      0 |  626 |  626 |   37 |   40 |   73 |   40 |
|                           137 221 105 2 -      0 |  626 |  626 |   36 |   41 |   73 |   40 |
|__________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Home Network Hardware

Router
------
Make: Buffalo
Model: WZR-1750DHPD
Firmware: DD-WRT v3.0-r30357 std (01/19/18)

Modem
-----
Linksys DPC3008 Advanced Cable Modem

Using the phone’s hotspot/AP allows access. Tested this for ~10-12 minutes total and I didn’t see the error show up during this time.


Blizzard agent went to sleep. Attempting to wake it up
#20

I’m also have issues as a Comcast customer, haven’t been able to play in over 2 weeks. I’ve tried uninstalling the launcher and deleting all the temp files with no luck. I’m also sending a copy of the MTR, Battle net Launcher logs from Log Goblin, as well as the information from Looking Glass to the email you linked above.

WinMTR Statistics

WinMTR statistics

Host % Sent Recv Best Avrg Wrst Last
10.0.0.1 0 95 95 0 0 4 0
96.120.40.117 0 95 95 7 9 37 8
96.110.172.29 0 95 95 8 11 48 8
68.87.189.230 0 95 95 7 11 50 9
be-20-ar02.pontiac.mi.michigan.comcast.net 0 95 95 8 10 27 8
be-33668-cr02.350ecermak.il.ibone.comcast.net 0 95 95 12 18 40 18
be-10588-pe04.350ecermak.il.ibone.comcast.net 0 95 95 12 17 36 16
173.167.58.14 0 95 95 14 22 112 16
ae1-br01-eqch2.as57976.net 0 95 95 63 70 236 64
137.221.65.132 0 95 95 63 67 114 64
et-0-0-31-pe02-swlv10.as57976.net 0 95 95 63 68 122 64
las-swlv10-ia-bons-03.as57976.net 0 95 95 63 65 81 64
137.221.105.11 0 95 95 63 65 85 64
137.221.106.19 0 95 95 63 65 82 63

Modem Information
ISP: Comcast
Vendor: Technicolor
Model: TC8717C