What to do if you need more help
Connection issues can be very frustrating to try to diagnose on your own. Fortunately we have both a helpful community and support staff who can help locate the problem with you. If you prefer to troubleshoot with the community and see if anybody else is having connection issues, start a thread with this information:
- Some pathping tests to your Hearthstone server(s) - run these tests while the problem is actively happening. If you catch a disconnection with the test, it will make it easier for us to find the problem.
- The information from a Looking Glass Test from our servers - run this while the problem is actively happening as well.
- A list of any troubleshooting you’ve performed already.
- A description of what you’re doing when the connection problems happen, any error messages received, and what it ‘looks like’ to you when it happens.
Note that not all threads may receive a reply from support staff or MVPs. If you need immediate one on one help from a Game Master, you can submit a ticket, live chat, or callback request. When submitting the ticket, make sure to include all of the above information as well as a copy of a System Profiler export for the quickest help. Please do not attach full SPX files to your forum posts.