Stuck at "Connecting" sometimes from waking from sleep

Desktop App Tech Support
1

What seems the majority of the time for the last few weeks if battle.net was open and the computer goes to sleep, when it wakes up it gets stuck at “connecting”

The fix is either a restart or the easier method is of using taskmgr and End Task of Agent.exe after closing down battle.net

PC : WIndows 10 : 1909
Wired Ethernet

Battle.net partial logs On Wake…

I 2020-03-01 21:15:33.123641 [ToastManager] {Main} Clearing toast queue
W 2020-03-02 08:27:31.811944 [RemoteContentManager] {http} Request failed. url=https://nydus.battle.net/App/enUS/client/overwatch/alert?targetRegion=US statusCode=0 err=Could not resolve host: us.launcher.battle.net
I 2020-03-02 08:27:31.828879 [Main] {Main} Connecting to server. address=us.actual.battle.net port=1119
W 2020-03-02 08:27:31.831567 [RemoteContentManager] {http} Request failed. url=https://nydus.battle.net/App/enUS/client/App/alert?targetRegion=US statusCode=0 err=Could not resolve host: us.launcher.battle.net
W 2020-03-02 08:27:31.831593 [RemoteContentManager] {http} Request failed. url=https://nydus.battle.net/App/enUS/client/App/maintenance?targetRegion=US statusCode=0 err=Could not resolve host: us.launcher.battle.net
E 2020-03-02 08:27:31.841617 [LiveStreamingAPI] {Main} Failure response, CURL error: 'Send failure: Connection was reset' http status code: 0
I 2020-03-02 08:27:31.841636 [LiveStreamingAPI] {Main} Retrying request
E 2020-03-02 08:27:31.864316 [LiveStreamingAPI] {Main} Failure response, CURL error: 'Could not resolve host: api-cache.blizzcon.com' http status code: 0
E 2020-03-02 08:27:31.864336 [LiveStreamingAPI] {Main} Retry threshold exceeded
E 2020-03-02 08:27:31.864339 [LiveStreamingAPI] {Main} Failed to check if BlizzCon is live. Error=5400
E 2020-03-02 08:27:31.892687 [BNLogin] {Main} Internal network error: 11001 isNetworkError=true
I 2020-03-02 08:27:31.903992 [LoginController] {Main} Handling error from service. error=ERROR_NETWORK_MODULE_CANT_RESOLVE_ADDRESS (1001) offline=true interval=00:00:00.000000
I 2020-03-02 08:27:31.904016 [LoginController] {Main} Beginning fast reconnect state
D 2020-03-02 08:27:33.700705 [VoiceService] {Main} Speaker added: C27FG7x (NVIDIA High Definition Audio)
D 2020-03-02 08:27:34.277701 [VoiceService] {Main} Speaker removed: C27FG7x (NVIDIA High Definition Audio)
D 2020-03-02 08:27:35.521224 [VoiceService] {Main} Speaker added: C27FG7x (NVIDIA High Definition Audio)
D 2020-03-02 08:28:28.231012 [VoiceService] {Main} Speaker removed: C27FG7x (NVIDIA High Definition Audio)
D 2020-03-02 08:29:57.921229 [VoiceService] {Main} Speaker added: C27FG7x (NVIDIA High Definition Audio)
D 2020-03-02 08:29:58.100816 [VoiceService] {Main} Speaker removed: C27FG7x (NVIDIA High Definition Audio)
D 2020-03-02 08:29:58.271318 [VoiceService] {Main} Speaker added: C27FG7x (NVIDIA High Definition Audio)
D 2020-03-02 08:30:48.731603 [GameController] {Main} Shutting down GameController
D 2020-03-02 08:30:48.732564 [ProductState] {Main} Game product state destroyed: uid=
D 2020-03-02 08:30:48.732592 [ProductState] {Main} Game product state destroyed: uid=d3cn
D 2020-03-02 08:30:48.732600 [ProductState] {Main} Game product state destroyed: uid=destiny2
D 2020-03-02 08:30:48.732650 [ProductState] {Main} Game product state destroyed: uid=wow
D 2020-03-02 08:30:48.732686 [ProductState] {Main} Game product state destroyed: uid=diablo3
D 2020-03-02 08:30:48.732713 [ProductState] {Main} Game product state destroyed: uid=s2
D 2020-03-02 08:30:48.732741 [ProductState] {Main} Game product state destroyed: uid=hs_beta
D 2020-03-02 08:30:48.732765 [ProductState] {Main} Game product state destroyed: uid=heroes_tournament
D 2020-03-02 08:30:48.732778 [ProductState] {Main} Game product state destroyed: uid=heroes_ptr
D 2020-03-02 08:30:48.732788 [ProductState] {Main} Game product state destroyed: uid=heroes
D 2020-03-02 08:30:48.732836 [ProductState] {Main} Game product state destroyed: uid=s1_ptr
D 2020-03-02 08:30:48.732853 [ProductState] {Main} Game product state destroyed: uid=s1
D 2020-03-02 08:30:48.732880 [ProductState] {Main} Game product state destroyed: uid=w3
D 2020-03-02 08:30:48.732905 [ProductState] {Main} Game product state destroyed: uid=prometheus_viewer
D 2020-03-02 08:30:48.732926 [ProductState] {Main} Game product state destroyed: uid=prometheus_test
D 2020-03-02 08:30:48.732937 [ProductState] {Main} Game product state destroyed: uid=prometheus_tournament_viewer
D 2020-03-02 08:30:48.732946 [ProductState] {Main} Game product state destroyed: uid=prometheus_tournament_viewer_2
D 2020-03-02 08:30:48.732964 [ProductState] {Main} Game product state destroyed: uid=prometheus
D 2020-03-02 08:30:48.733006 [ProductState] {Main} Game product state destroyed: uid=viper
D 2020-03-02 08:30:48.733032 [ProductState] {Main} Game product state destroyed: uid=odin_beta
D 2020-03-02 08:30:48.733044 [ProductState] {Main} Game product state destroyed: uid=odin
I 2020-03-02 08:30:48.736234 [ToastManager] {Main} Clearing toast queue
D 2020-03-02 08:30:50.402222 [Main] {Main} Shutting down Backend
D 2020-03-02 08:30:50.402242 [Main] {Main} Closing IPC Service
D 2020-03-02 08:30:50.402245 [CommandQueue] {Main} IPCService is shutting down
D 2020-03-02 08:30:50.403248 [Main] {Main} Shutting down account manager
I 2020-03-02 08:30:50.403279 [GSStateTracker] {Main} State changed to: Incomplete
I 2020-03-02 08:30:50.403286 [AccountManager] {Main} Account manager state has changed to: Incomplete
I 2020-03-02 08:30:50.403305 [GameProvider] {Main} Game provider is no longer initialized and is now reset
D 2020-03-02 08:30:50.403475 [Main] {Main} Shutting down CacheManager
D 2020-03-02 08:30:50.403485 [Main] {Main} Shutting down analytics processor
D 2020-03-02 08:30:50.403723 [Main] {Main} Shutting down worker pool
D 2020-03-02 08:30:50.404082 [Main] {Main} Shutting down backend processor
D 2020-03-02 08:30:50.405789 [Main] {Main} Shutting down data cache
D 2020-03-02 08:30:50.415957 [Main] {Main} Shutting down catalog manager
D 2020-03-02 08:30:50.418195 [Main] {Main} Shutting down environment manager
D 2020-03-02 08:30:50.418506 [Main] {Main} Shutting down battle.net api gateway
D 2020-03-02 08:30:50.418518 [Main] {Main} Shutting down suggested friends service
D 2020-03-02 08:30:50.418527 [Main] {Main} Shutting down voice service
D 2020-03-02 08:30:50.418530 [VoiceService] {Main} Shutting down voice service
D 2020-03-02 08:30:50.418808 [Main] {Main} Shutting down remote content manager
D 2020-03-02 08:30:50.418817 [Main] {Main} Shutting down analytics session
D 2020-03-02 08:30:50.418821 [Main] {Main} Shutting down agent manager
D 2020-03-02 08:30:50.418826 [Agent] {Main} PolicyHandler Thread STOPPING
D 2020-03-02 08:30:50.418859 [Agent] {Agent} PolicyHandlerThreadProc: The rest is silence.
D 2020-03-02 08:30:50.419210 [Agent] {Main} PolicyHandler Thread STOPPED
D 2020-03-02 08:30:50.424106 [Agent] {Main} Communicated shutdown to Agent
D 2020-03-02 08:30:50.424964 [Main] {Main} Shutting down game provider
D 2020-03-02 08:30:50.424982 [Main] {Main} Shutting down battle.net interface
D 2020-03-02 08:30:50.425985 [Main] {Main} Shutting down callback queue
D 2020-03-02 08:30:50.426013 [WebServer] {Main} Shutting down WebServerImpl
D 2020-03-02 08:30:50.426953 [WebServer] {Main} WebServerImpl is stopped
2

Hey, WallyWalrick! Thank you for including the partial logs here! It looks like it’s getting the Socket Error: 11001 and the BLZ51901001 error.

The cause of these errors is typically a DNS problem or an issue with a port being blocked within the firewall. Let’s try these steps to address those causes.

  1. Reset the home network devices.
  2. Try a third party DNS service like Google DNS.
  3. Reset the TCP/IP and Winsock. This can resolve basic issues with browsing or connection issues.
    1. Right click on your Windows Start Menu, and select “Command Prompt (Admin)” or just search for Command Prompt and right click, run as administrator.
    2. Now type in or copy and paste, “netsh int ip reset” Press Enter.
    3. Then do the same for “netsh winsock reset”
    4. Once it’s complete, you’ll need to restart the computer to complete the reset.
  4. Troubleshoot the Windows and Router Firewalls. Check that the these ports are opened in the router: 1119, 8081, 8085, 8086.

If it does continue, please contact our Technical Support team. There’s applications like VPNs, proxies, or even network controller software that can cause this error that we’ll want to check for.

3

Heya Caterpepi,

  1. Already tried a few times.
  2. Already use googles dns
  3. Haven’t tried this yet, will report back after I get time to test it. “netsh int ip reset” had a registry permissions error but that’s sorted, will see how it goes.
  4. ports/firewalls are all good.

I don’t think it’s a firewall/dns issue as simply closing agent.exe and restarting battle.net fixes the issue. If it was using UPnP then maybe but I don’t believe it’s using UPnP.

As a programmer my thought is that the net code has slightly been tweaked and it tries to connect while still in an undesired state and doesn’t attempt to reset it’s own network connection properly.

Thanks Caterpepi :slight_smile:

1 Like
4

Thanks for the details, WallyWalrick! Please let us know if the 3rd step doesn’t resolve the issue. That may be the concern here. In case we can pull any additional information. Would you be able to provide the full Blizzard Log Goblin file? Once you’re ready, email it to techinfo@blizzard.com under the subject: ATTN Caterpepi (3836).

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

5

Well the third step seemed to work, as soon as the computer wakes battle.net looks to be connected. I also disabled the wifi card but I doubt that was the reason.
Also for the last few months every wake it took up to 30sec/1min to actually connect. It would look like it connected but as soon as you pressed play it would change to “connecting” and Overwatch would load the login screen.

Curious as to why Battle.net was the only one with issues but glad it’s fixed.
Thanks again Caterpepi.