Hi, after the login timer, I keep getting “There was a problem reaching the game network. Please check your network settings. (Code 397006).”
I have no issues with other games or internet. Any ideas?
i have the same problem, can anyone help?
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Howdy!
This error is a sign of connecting on a VPN or an unsupported connection. If you are on a wired land-based broadband connection, I recommend performing connection troubleshooting following the steps Here.
Thank you.
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No VPN. I play Diablo 3 with no issues, but I’ll check your troubleshooting steps.
Here is the FenrisDebug:
I 2023.03.24 17:36:59.332177 [Game] [wWisePlatform] Start polling audio devices.
I 2023.03.24 17:36:59.339187 [Game] [wWisePlatform] Polling audio devices complete. Found: 19 Default: ‘LG FULL HD (NVIDIA High Definition Audio)’
I 2023.03.24 17:36:59.339195 [Game] [wWisePlatform RefreshAudioDevices] Raising OnAudioDevicesChanged notification
I 2023.03.24 17:36:59.339202 [Game] [wWisePlatform RefreshAudioDevices] OnAudioDevicesChanged Complete
I 2023.03.24 17:37:02.973555 [Online.Systems.CAuthSession] OnLogonCompleted | client_user_id: 0 | result: bgs.protocol.authentication.v2.client.LogonCompleteNotification { error_code: 0 record { account_id: 50091623 game_account { id: 689106366 title_id: 4613486 region: 100 } battle_tag: “Adanac#1414” geoip_country: “CA” session_key: “j\336/\305\304i\016\333\351o\373,}\300\375\214\317\201Y\245R\311za\244*\202~Zu\003\010K\231\2624\225\332p\362K\234\355(\226A\031]\324>\223 v(7\035\306\371\035\314wn\361\363” employee_only_mode: false } }
I 2023.03.24 17:37:03.206892 [Online.Systems.CAuthSession] GetAccountState | client_user_id: 0 | bgs_error_code: 0 | bnet_account_id: bgs.protocol.account.v1.AccountId { id: 50091623 } | country: CAN
I 2023.03.24 17:37:03.557205 [Online.Systems.CAuthSession] OnCreateSession | client_user_id: 0 | id: bgs.protocol.session.v2.client.SessionId { account_id: 50091623 game_account { id: 689106366 title_id: 4613486 region: 100 } instance_id: “A835C6F5641B1300-0000000000009EB4” } | bgs_error: 0
I 2023.03.24 17:37:03.807078 [Online.Systems.CUserProxy] Attempting to find and connect to user proxy | client_user_id: 0
W 2023.03.24 17:37:04.873722 [Online.Systems.CPresence] Unhandled fenris game account presence field | presence_field_id: 11
W 2023.03.24 17:37:04.873765 [Online.Systems.CPresence] Unhandled fenris game account presence field | presence_field_id: 11
W 2023.03.24 17:37:04.873799 [Online.Systems.CPresence] Unhandled fenris game account presence field | presence_field_id: 11
W 2023.03.24 17:37:04.873843 [Online.Systems.CPresence] Unhandled fenris game account presence field | presence_field_id: 11
I 2023.03.24 17:37:09.540189 [CPing] Performing ping operation | serverpool: australia-southeast | address: 34.87.220.166 | port: 54548
I 2023.03.24 17:37:09.540531 [CPing] Performing ping operation | serverpool: southamerica-east | address: 35.247.250.186 | port: 54547
I 2023.03.24 17:37:09.540767 [CPing] Performing ping operation | serverpool: us-central | address: 104.198.212.220 | port: 54545
I 2023.03.24 17:37:09.540956 [CPing] Performing ping operation | serverpool: eu-west | address: 34.22.205.185 | port: 54545
I 2023.03.24 17:37:09.541156 [CPing] Performing ping operation | serverpool: us-west | address: 35.185.234.61 | port: 54547
I 2023.03.24 17:37:09.541345 [CPing] Performing ping operation | serverpool: asia-northeast | address: 34.85.102.3 | port: 54547
W 2023.03.24 17:37:14.556754 [CPing] Pinging unsuccessful | server_pool: australia-southeast | samples: 0
I 2023.03.24 17:37:14.556769 [Game] ConnectionBase::Disconnect | connection_id: 1 | reason: 0 | connectiontype: 6
W 2023.03.24 17:37:14.556777 [CPing] Pinging unsuccessful | server_pool: southamerica-east | samples: 0
I 2023.03.24 17:37:14.556782 [Game] ConnectionBase::Disconnect | connection_id: 2 | reason: 0 | connectiontype: 6
W 2023.03.24 17:37:14.556786 [CPing] Pinging unsuccessful | server_pool: us-central | samples: 0
I 2023.03.24 17:37:14.556790 [Game] ConnectionBase::Disconnect | connection_id: 3 | reason: 0 | connectiontype: 6
W 2023.03.24 17:37:14.556794 [CPing] Pinging unsuccessful | server_pool: eu-west | samples: 0
I 2023.03.24 17:37:14.556797 [Game] ConnectionBase::Disconnect | connection_id: 4 | reason: 0 | connectiontype: 6
W 2023.03.24 17:37:14.556801 [CPing] Pinging unsuccessful | server_pool: us-west | samples: 0
I 2023.03.24 17:37:14.556804 [Game] ConnectionBase::Disconnect | connection_id: 5 | reason: 0 | connectiontype: 6
W 2023.03.24 17:37:14.556809 [CPing] Pinging unsuccessful | server_pool: asia-northeast | samples: 0
E 2023.03.24 17:37:14.556814 [Online.Systems.CAuthSession] Failed to connect to userProxy | client_user_id: 0 | error_code: ERROR_USER_PROXY_PINGING_UNSUCCESSFUL (397006)
I 2023.03.24 17:37:14.556823 [Online.Systems.CAuthSession] Logout_Internal - Clearing session | client_user_id: 0
I 2023.03.24 17:37:14.557465 [Game] ---------------- UIModalNotificationManager::ShowModal 0: There was a problem reaching the game network. Please check your network settings. (Code 397006)
I 2023.03.24 17:37:14.563228 [Online.Systems.CAuthSession] Logout_Internal - Clearing session | client_user_id: 0
I 2023.03.24 17:37:14.563243 [Game] ConnectionBase::Disconnect | connection_id: 6 | reason: 0 | connectiontype: 6
I 2023.03.24 17:37:14.656791 [Interface.BgsLow] I 17:37:14.656777 [BGS] |event=Disconnected|method=OnDisconnectComplete|address=prod.actual.battle.net|port=1119|status=0 (C:\projects\fenris\shared\Contrib\bgs-sdk\6.1.0-pre-release1\src\low\core\connection_handler.cpp:245)
I 2023.03.24 17:37:14.656808 [BgsClient] BgsConnection: disconnected. | connection_index: 0 | connection_id: 1 | bgs_error_code: 0
I 2023.03.24 17:37:14.656861 [Online.Systems.CAuthSession] OnDisconnectComplete | client_user_id: 0 | error_code: ERROR_GLOBAL_SUCCESS (0) | bgs_connection_id: 1 | silent_login: false
I 2023.03.24 17:37:14.656868 [Online.Systems.CAuthSession] OnDisconnectComplete - Clearing session | client_user_id: 0 | error_code: ERROR_GLOBAL_SUCCESS (0) | bgs_connection_id: 1 | silent_login: false
I 2023.03.24 17:37:14.656981 [Online.Systems.CParty] OnFullyDisconnected | party_id: 00000000-0000-0000-0000-000000000000/ | client_user_id: 0
I 2023.03.24 17:37:18.304404 [Game] GameDisposeGames()
I 2023.03.24 17:37:18.304414 [Game] ENDING GAME
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Use a VPN, it fix the issue
I believe this is an issue with our ISP, do you also use Rogers?
I have tried many different fixes, only connecting using a VPN works.
Interesting on the IP's, as they resolve to googleusercontent. I wonder if this is some issue with routing to these servers related to our ISP.
I have had this issue with several games of late, The Division 2 being the latest. I haven't found any good fix, a VPN being a workaround *not a fix*
I have attempted to use CloudFlare, Google, and various DNS services with no luck.
using Test-NetConnection 104.198.212.220 -p 54545 in powershell results in a failed connection, but when I use a Proton VPN connection it does succeed.
This indicates some sort of routing failure.
Using tracert I was unable to resolve any IP's fully, turns out my router must have received an update and the firewall went from blocking ICMP to blocking UDP as well. After modifying my firewall I was able to run the test-netconnection command. I am waiting in the queue now.
The solution is to disable your router’s firewall if you are on Rogers.
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Trace Route the server. See the node that drops you.
Change your DNS. Trace Route again to confirm its fixed.
If not pick a new DNS and repeat as needed.
Cloud Flare working fine here as a DNS 1.1.1.1
I’ve attempted to update my DNS settings and use cloudflare primary, google backup. These did not work.
I was able to establish a connection using a VPN to the states, use powershell to run Test-NetConnection 104.198.212.220 -p 54545 to test the connection to Diablo 4.
@Blizzard, you are blocking my ISP.
I have 2 internet providers, Teksavvy (Rogers) cable 100 and Bell DSL 10 MB, the Bell works, Teksavvy doesn’t. There is no blocking in the router, I checked. Based on the logs, you aren’t finding the correct server based on ISP.
edit: the firewall settings on the router was blocking “vuze” ports 43k-60k.
99.99% of the time thats a bad DNS route. Or a node along the way blocking you due to sus traffic.
Either way changing your DNS will probably fix your problem.
So it seems that the Router I have from Rogers is not working properly. The Firewall settings had to be modified as they were blocking the “high UDP” ports. This was not actually setup on the router. I had to disable the firewall entirely and then I was able to resolve using the test-netconnection command.
If you go into your router, turn off the router firewalls in security. This should allow you to resolve the IP in powershell.
This seems to be a bug with our router model.
I am waiting in Q to fully test now, but have resolved using test-netconnection which gives me hope.
I am in!
I was getting the same issue. I’m behind a firewall and had to sift the logs to find a fix for myself. I had to open TCP 54545-54546 for Diablo 4 Services and TCP 28890-28899 for the “Lobby”. Hope that helps out someone else. (Completely disabling a firewall seems a bit extreme, but that could just be me.)
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This fixed it for me. Without rebooting routers, opening massive holes (or even turning off the firewall), running a VPN (another massive hole), or anything else. Great solution, thank you for finding and posting the blocked ports.
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