There was an error loading the hero (Code 395002)

[NPK-3198]

I’m having problems logging into game at the “Retrieving hero list” step.
Here is what I was doing before this happened:

1. I was in a group while trying to rebirth my Witch Doctor

2. Upon clicking “Accept” to rebirth, nothing happens

3. Clicking on “Rebirth” again results is a popup window saying “Request is already in progress”

4. After seeing the game not doing anything, I quit the game via the exit button to try the rebirth process again

5. I encounter the error when trying to retrieve hero list (395002)

Here is a list of things I have tried while troubleshooting:

• All suggestions from this support page

• Deleting and reinstalling both Diablo 3 and Battle.net

• Flushed DNS and reset router

• Edit: I have tried logging into my game on a different computer and network to no avail

At this point I am not certain if it is a connection issue or a server issue. It feels like I messed something up when I closed my game client when the rebirth process didn’t go through. The responses on my support ticket have mostly been “Copy and paste” responses that direct me to the support page mentioned above which I had already looked up on my own.
I tried looking up my character list on the Battlenet website and I think I am missing a hero or two? I remember having a Demon Hunter but I can’t say for sure if I deleted her or not.

Edit: I’ve had a friend check my in game profile. It shows that the character I was trying to rebirth has indeed been rebirthed. It shows my account logging in on their end when the error message pops up, and logging out when I click okay on the error message.

This problem has been ongoing for three days and I am not sure which side is causing it.
But since the error occurs on two separate computers on different networks, I’m starting to think it’s a server sided issue.

[Boubou-1741]

@NPK-3198

At this point I am not certain if it is a connection issue or a server issue.

Can you start a game on a different server ? Your heroes are on Asia… create a hero and launch game on America or Europe ?

Also, Asia has 2 server pools… “Taiwan” and “Korea”. BNet usually defaults to the one with the best ping, but it is possible to force it to select one specific pool by using a “Additional command line argument”.

I’d like you to try using the other pool and see if you can launch D3… and, if so, to create a new hero so that the server is forced to update the list of heroes.

Do you need help in doing that ? if yes, reply here and I will provide detailed instructions on how to change server pool. It would be useful if you could let me know which server pool you are using at the moment.

Do you have family that play Diablo III and live nearby ?

Do you have good friends that play Diablo III and live nearby ?

If the answer is yes, ask one if he/she can logon ok to Diablo III… and if the answer is yes, ask whether it would be OK for you to go to his place and attempt to launch Diablo III on your account. You would need to log into Battle.Net with your e-mail, and then launch D3 from Battle.Net and see what happens… and then logoff from D3 and Battle.Net – BNet may remember what your e-mail is, but it should forget your password (hence asking “family” or “good friends”).

You could also invite your family/good friend to your place and have them try to launch D3 on their account.


Another test you can do is use your cell phone hotspot for connecting to the internet… assuming you cell phone plan has a data package. Disconnect your computer from your ISP, connect to your cell hotspot, launch Battle.Net, launch D3. That’s usually a good test if your cell phone is with a different provider than your usual ISP…


None of the above works for you ? Try changing your password in Account Settings… https://account.battle.net/security . That will force a soft reset on your account, and force BNet to re-learn all your licenses.

@NPK-3198

The responses on my support ticket have mostly been “Copy and paste” responses that direct me to the support page mentioned above which I had already looked up on my own.

Looks like you have been sending tickets to the “Technical” side of the house – time to change strategy and contact the “Account” side. Use https://us.battle.net/support/en/help/product/diablo3/289/966/solution (Support > Contact Support > Diablo 3 > “I would rather categorize the issue” > Account > Can’t log in > Unlock account) and click on the “Contact Us” button to start the process.

Good luck !

P.S. : I’m a bit curious on how all this is going to go… pls keep us posted… thx !

[NPK-3198]

I apologize for not mentioning in my original post that I did try creating and deleting characters on America and Europe servers. Both work fine.

As of the time writing this post, I am able to login to game on both Asia servers. At first I tried with no launch arguments (Asia default server) and the game launched with no problems. I did nothing different. It’s quite frustrating for me to not understand how it was fixed. I had contacted Taiwan customer support to see if they could help out with my situation. They told me they had reported my ticket to the tech department and asked to see if the problem is resolved within a week. Perhaps something was done there?

While I waited, I had someone from Europe logon to my Battle.Net and tried to boot the game from there onto Asia server. The same error happened so I was starting to suspect there was something wrong with my Diablo 3 account.

Thank you so much for your patience and detailed suggestions. Sadly I don’t know how to replicate this problem nor do I know the exact solution for those who come across this post in the future. If I gain any insight from my Taiwan support ticket indicating what went wrong, I’ll be sure to update it here.

[Boubou-1741]

Hi again:

First and foremost… I am very happy that you can now play the game !!

@NPK-3198

While I waited, I had someone from Europe logon to my Battle.Net and tried to boot the game from there onto Asia server. The same error happened so I was starting to suspect there was something wrong with my Diablo 3 account.

Yes… that’s a good sign and it was a very good idea to try that…

The other suggestion I had (changing from Taiwan to Korea servers and vice-versa) comes from another player (in South America) who had the same issue… and solved it by connecting to the USA pool server (instead of his default South America server).

@NPK-3198

Sadly I don’t know how to replicate this problem nor do I know the exact solution for those who come across this post in the future.

I hope you don’t have to face this again… yes, it would be useful to have a better understanding of what is causing the error, or steps needed to solve that error… but there is only so much that players can do.

@NPK-3198

If I gain any insight from my Taiwan support ticket indicating what went wrong, I’ll be sure to update it here.

Thank you !! that would be nice if they provide a bit of insight onto that specific error… in Sept 2022, Blizzard wrote:

@Jambrix

Historically this error has been an issue on the server side, so I would not recommend trying any troubleshooting on the user side at the moment. In rare cases this error could also indicate an account specific issue, so if anyone comes across this in the future and there are not widespread reports please create a new thread with the details.

Thank you again for taking the time to get back to me on this…

I wish you all the best in your games !

[NPK-3198]

Update:

I’ve received a reply on my support ticket explaining that this is a technical issue and if players encounter it, they should create a support ticket to have someone resolve this for them.
Unfortunately it doesn’t sound like much could be done on our end.

Thanks again for all the help and kind words.
May you have a wonderful day!