Couldn't launch the game

Technical Support
1

Hi,

it has been several days that I couldn’t launch the game. every time after I clicked the play button, a new window jumped up and saying that “there is a problem, so the Hearthstone stops working”. I tried to re-install the game and “scan and repair” the game several times, but none of them works.
I don’t know if there is anything to do with my laptop, which is still running Win7.

2

Hey, Dynamin! It sounds like application hangs are occuring with Hearthstone. Could you provide a DxDiag file? Copy and paste the text file created and paste it between two ~~~ like so:

~~~
DxDiag Here
~~~

If you have issues pasting here, use Pastebin and post the end of the link. (ie. 123456 for pastebin.com/123456)

3

Hi Caterpepi,

thanks for the reply. so I just paste the DxDoag information here, or if there is a more private way to send it to you guys?

btw, here is the output of log file, I don’t know if it helps

2020-06-02 08:07:07.629: Logging Unity output to: Logs/hearthstone_2020_06_02_08_07_07.log
2020-06-02 08:07:07.661: Command Line: -launch -uid hs_beta
2020-06-02 08:07:07.720: UberText LoadCachedData() failed: The output char buffer is too small to contain the decoded characters, encoding ‘Unicode (UTF-8)’ fallback ‘System.Text.DecoderReplacementFallback’.
Parameter name: chars
2020-06-02 08:07:07.799: [Downloader] Try to delete the old asset bundles
2020-06-02 08:07:08.957: [Downloader] Load AssetBundle - D:/EXE/Blizzaed/Hearthstone/Data/win/initial_base_global-29.unity3d, 42481770
2020-06-02 08:07:09.001: [Downloader] Load AssetBundle - D:/EXE/Blizzaed/Hearthstone/Data/win/initial_base_global-16.unity3d, 56071689
2020-06-02 08:07:09.032: [Downloader] Load AssetBundle - D:/EXE/Blizzaed/Hearthstone/Data/win/initial_base_global-17.unity3d, 55982168
2020-06-02 08:07:09.066: [Downloader] Load AssetBundle - D:/EXE/Blizzaed/Hearthstone/Data/win/initial_base_global-19.unity3d, 56110783
2020-06-02 08:07:09.109: [Downloader] Load AssetBundle - D:/EXE/Blizzaed/Hearthstone/Data/win/initial_base_global-15.unity3d, 56339518
2020-06-02 08:07:09.298: [Downloader] Load AssetBundle - D:/EXE/Blizzaed/Hearthstone/Data/win/initial_base_global-3.unity3d, 91119115
2020-06-02 08:07:09.368: [Downloader] Load AssetBundle - D:/EXE/Blizzaed/Hearthstone/Data/win/soundotherminion_base_enus-0.unity3d, 90262344
2020-06-02 08:07:09.407: [Downloader] Load AssetBundle - D:/EXE/Blizzaed/Hearthstone/Data/win/initial_base_global-22.unity3d, 35582875

4

Hey, Dynamin! The DxDiag file mostly contains hardware information and errors. If privacy or security is a concern, please feel free to contact our Technical Support team directly!