ive tried every thing that the blizzard support team told me to do all the common fixes for my heros not loading and i dont know what to do anymore i get the same error message every time i dont even get past the load screen. i have a screenshot but idk how to add it
Follow the steps in: https://us.forums.blizzard.com/en/d3/t/sound-device-list-jankiness/54629/2
Are you getting some sort of error message or error code ?
yea i am its the error code 395002
Based on prior (2025) posts on this error code, it’s a server side problem and cannot be fixed by a player. Put 395002 into the search field on the forums and a list of threads on this error code will be pulled up.
yes i know that blizzard has to do somthing on their side but they sent me here from the ticket i made and they closed it. its somthing with my account that happened from the little downtime a few days ago i just dont know what else im supposed to do ive been waiting but nothing
waiting… patiently 
This may take a while… there seems to be a Blizzard team that scanns Tech Support for issues that cannot be resolved through troubleshooting… such as yours. They seem to be able to pass it on to other staff where it gets “handled” if possible.
In the meantime… take a look at this topic and try logging on on SA or Australia as I suggested. It may or may not work… but it will give you something to try.
All I can say is WOW!!!
Let see here the one guy goes to support and they give him some stuff to try. The things didn’t work. Then supports tells him to go to the forum to get it fix or professional help. Support are the professional for help here right??? Again WOW!!!
Let see here the one guy can play the game fine on the EU server, but not the USA server. But they tell him to go get some help on the forums. Plus the guy even tried it on another computer and different internet with the same thing happening!!!
It seams that they really don’t know what is wrong and how to fix it. VERY VERY SAD!!!
That is like the updated interface that you can click Switch Accounts. That hasn’t work since they did the update months ago. They can’t fix that and you want them to fix this!!! WOW
yea i tried other servers sadly to no avail. same issue error code and all. guess its just a waiting game at this point. if they dont fix this i better get a refund for the stuff i bought i swear
OK — good luck !!
Yes… I feel the same way…
It’s more likely that they cannot fix it, either because they don’t have the tools or because they don’t have the authority (perhaps both).
In May 2024, on the French forum, a player got the following reply from Blizzard (my translation):
Unfortunately, this is not something that Customer Support can fix, but I have escalated your account for further investigation so that the issue can be fixed.
A few days later, the player could play. So… at that time… some Game Masters could escalate that type of issue… and let the player know what was happening.
I suppose that’s my real beef here — the poor (or lack of) communications from Support… and sending the players back to the forums should not be an acceptable solution for them.
Anyway — nothing I can do about it… and this is the wrong forum to discuss it.
yea its ok yall tried im kinda debating on makeing another ticket but idk
Hi,
It might be a good idea… that player on the French forums made several (one at a time) before the case was finally escalated and fixed.
They’ll let you know if they think you are sending an excessive number of tickets… you might also want to wait a few days before sending the next one… it hasn’t been 24 hours yet since your 1st post on this topic.
Good luck.
well this post was a little over a day after my ticket was closed as i was busy so i guss ill make one now
Hi ivnictuis,
Any improvement?
Evidently they got in.
- The thread was posted January 5.
- @ivnictuis’s last post was January 6.
- They have 2 Seasonal Characters.
- Both were last played on January 8.
Hi Leviathan - Resurrecting this old thread because I am having the same issue and nothing I try from all the suggested fixes seem to help. I’m hoping you might be able to help me or know who to escalate my issue to.
On Oct. 3rd my game crashed when I tried to quit out to the main menu and ever since then when I try to log into the Americas server it gets stuck on the “Retrieving Hero List” step of the authentication/log-in process and I receive the folllowing error message "There was an error loading the hero. Please try again. (Code 395002)
This is only an issue with the Americas server, I can load the game fine on both the Europe and Asia server and create/play characters. But this isn’t really helpful because all my characters are on the Americas server. Any help would be greatly appreciated, thanks!!!
I am in the same boat, since october 3rd Have not been able to get past the retrieving hero on start up. same error code listed above. I have a open ticket but no luck yet.
I did get a response from GM Aleoranth for my ticket today. If they’re reading this, Aleoranth I still can’t play.
They did appear to acknowledge a small percentage of players are experiencing this issue. Then asked me to do the whole “repair and scan”, “Delete folders” etc strategy, which doesn’t work. Mentioned if that doesnt’ work, to hold tight while the “Team” investigates. Since Saturday, my assumption has been they’re going to wait for the Wednesday maintenance and hope that fixes things; don’t really believe anyone is left to look into anything.
TLDR: Told by Blizzard to sit and wait if basic troubleshooting doesn’t work.
did you have any luck today in being able to get into the game? I got a response to my ticket stating to delete battle net and try a clean install and I am still unable to log in d3 NA servers.
No. Reopening ticket with Blizzard, for what little that appears it will be worth.