I can’t log in game. Stuck in retrieving hero list. Game does not respond.
Hi :
There is a post with the same problem on the Europe region Technical Support forum; see :
It may be helpful if you would post also on that topic. I’m not sure what level of support is available this late in the day, but…
There is some troubleshooting you can attempt here:
Another option is to submit a ticket; they’re available 24/24 and 7 days a week; you can use the following link:
https://eu.battle.net/support/en/help/product/diablo3/273/277/solution
and use the Contact Us button to start the process.
Lastly… I tried to connect to my heroes on the Europe server… no issue. So this is not affecting everyone.
In addition to what Boubou posted, it would be helpful to know where you’re playing from and the route your network traffic is taking to get to / form the Blizzard EU server farm, so…
And then post the results of the WinMTR trace here.
1 Like
Hi thank you very much for your help. I am from EU and i cant load hero list on EU but it works fine on Americas and Asia idk why only on EU i cant log in.
Hello Jozo,
It could be a connection issue… which is why I suggested the « Can’t connect to Diablo III » troubleshooting… to eliminate the most obvious causes.
Running the WinMTR as suggested by @Meteorblade above may also be useful… especially if @shima also provides his traces… it may show that the issue occurs at a very specific relay point between your system and Blizzard’s systems. Whereabout are you located ?
Finally… posting on the EU topic may alert their CS staff that this is not one isolated case…
(so far, no similar case on German, French, Spanish and Italian language forums)
Cheers !
The problem appears to be account related… a player with two accounts can login with one account without issue, but cannot with the other account.
Hey there,
We’ve noticed an issue affecting logging in with certain accounts. We went ahead and sent it up to the Diablo 3 team so they can look into it. Unfortunately we don’t have much more than that at the moment, but please feel free to post here with any updates you all are seeing.
It may affect specific regions or all regions, so let us know which regions you’re getting stuck in when logging in.
3 Likes
Hi Jambrix,
Thank you for chiming in.
All of the players that have this issue have posted on Europe Technical Support…
and
https://eu.forums.blizzard.com/en/d3/t/cant-get-past-retrieving-hero-lists/3318
Is there someone on the EU CS Team that can take over the topic ?
After being stuck in Europe I tried Asia and America they worked the first time I logged in. However, after several tries to fix the problem by changing servers now I can’t log in all servers
someone reporting this in RU tech support forum
I have the same issue, cant retrieve hero list, stuck in menu:(
ohh, according to reports what some EU players stuck (from diff geo)…
new anti-cheat ?? bc it all accccccc related 
oh that would be to good, let them bans rain blizz!
Now I made a clean install of windows 10 latest patch, reinstalled game. Quite sure this has nothing to do with my comptuer now. Must be account related. Yesterday I had the problem on EU. Now I have it on all regions.
Same trouble at EU, started today…like now im unable to play…
WinMTR shows “No Response”.
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| Dlink-Router.Dlink - 0 | 7 | 7 | 0 | 0 | 0 | 0 |
| 254.65.87.109.triolan.net - 0 | 7 | 7 | 1 | 1 | 4 | 1 |
| 10.25.1.25 - 0 | 7 | 7 | 1 | 3 | 8 | 8 |
| 80.93.125.149.ett.ua - 0 | 7 | 7 | 1 | 4 | 21 | 1 |
| kv2-kh0.ett.ua - 0 | 7 | 7 | 7 | 8 | 12 | 7 |
| kiev-b1-link.ip.twelve99.net - 0 | 7 | 7 | 48 | 48 | 53 | 48 |
| kiev-b2-link.ip.twelve99.net - 0 | 7 | 7 | 48 | 48 | 49 | 49 |
| win-bb4-link.ip.twelve99.net - 0 | 7 | 7 | 56 | 57 | 58 | 57 |
| ffm-bb2-link.ip.twelve99.net - 0 | 7 | 7 | 55 | 55 | 56 | 56 |
| prs-bb2-link.ip.twelve99.net - 0 | 7 | 7 | 55 | 55 | 56 | 56 |
| prs-b1-link.ip.twelve99.net - 0 | 7 | 7 | 55 | 56 | 57 | 56 |
|blizzard-ic348624-prs-b8.ip.twelve99-cust.net - 0 | 7 | 7 | 46 | 46 | 47 | 46 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 1 | 0 | 0 | 0 | 0 | 0 |
| 137.221.65.77 - 0 | 3 | 3 | 48 | 104 | 179 | 48 |
| 137.221.78.55 - 34 | 3 | 2 | 48 | 48 | 48 | 48 |
| 137.221.66.41 - 0 | 7 | 7 | 48 | 48 | 49 | 48 |
| 185.60.112.158 - 0 | 4 | 4 | 48 | 48 | 49 | 49 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
“No response from host” are as a result of the routers at Blizzard’s network edge and/or internal to their network being configured to drop incoming ICMP traffic, i.e. the type of network packets used by PING, TRACERT and WinMTR. You’d get exactly the same in a trace where someone’s having no problems what-so-ever too.
However, your network trace is for just seven network packets, which means you probably only let the trace run for a couple of seconds at most. Let the trace run a lot longer, preferably to include a time when you get the problem you’re reporting. As it stands, there doesn’t appear to be anything untoward in your trace. No dropped packets, no high travel time between hops, and so on.
yep man, apologizes, atm i entered the game…Ill edit mesage to post mtr
EDIT:
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| Dlink-Router.Dlink - 0 | 1609 | 1609 | 0 | 0 | 14 | 0 |
| 254.65.87.109.triolan.net - 0 | 1609 | 1609 | 0 | 2 | 29 | 17 |
| 10.25.1.25 - 0 | 1609 | 1609 | 0 | 1 | 104 | 2 |
| 80.93.125.149.ett.ua - 0 | 1610 | 1610 | 0 | 1 | 18 | 1 |
| kv2-kh0.ett.ua - 0 | 1609 | 1609 | 7 | 7 | 32 | 7 |
| kiev-b1-link.ip.twelve99.net - 0 | 1609 | 1609 | 38 | 39 | 77 | 39 |
| kiev-b2-link.ip.twelve99.net - 0 | 1609 | 1609 | 38 | 39 | 74 | 39 |
| win-bb4-link.ip.twelve99.net - 0 | 1609 | 1609 | 47 | 49 | 90 | 55 |
| ffm-bb2-link.ip.twelve99.net - 0 | 1609 | 1609 | 45 | 46 | 61 | 46 |
| prs-bb2-link.ip.twelve99.net - 0 | 1609 | 1609 | 46 | 46 | 60 | 46 |
| prs-b1-link.ip.twelve99.net - 1 | 1602 | 1600 | 46 | 46 | 69 | 46 |
|blizzard-ic348624-prs-b8.ip.twelve99-cust.net - 0 | 1609 | 1609 | 46 | 49 | 129 | 46 |
| No response from host - 100 | 325 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 325 | 0 | 0 | 0 | 0 | 0 |
| 137.221.65.77 - 5 | 1330 | 1272 | 47 | 199 | 4946 | 4400 |
| 137.221.78.55 - 0 | 1609 | 1609 | 47 | 50 | 174 | 47 |
| 137.221.66.41 - 0 | 1609 | 1609 | 47 | 48 | 61 | 47 |
| 185.60.112.158 - 0 | 1609 | 1609 | 47 | 47 | 62 | 47 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
Hey again,
We’re seeing that most if not all accounts affected by this issue have successfully logged back in and resumed playing since this thread started. Looks like the issue has been cleared up.
If anyone encounters problems when logging in in the future please go ahead and open a new thread and include any error codes seen. Thanks!