For the past few days, possibly a week, hearthstone on my laptop has had frequent crashes/disconnects that make the game completely unplayable. The game disconnects, then reconnects until it just freezes and crashes. When it does this, sometimes I show as being connected to my router, but not the internet; other times; I show as having no issues being connected to the internet. All other devices in the house, however, still have an internet connection so that’s not the issue. Sometimes the internet reconnects, and sometimes I have to completely reset the adapter or the laptop itself. The game runs fine on the phone on the same network, so it’s not a network issue. Other blizzard games work fine on the same laptop, so it’s something with hearthstone itself. I have tried the commonly cited fixes, resetting everything, updating drivers, etc; I don’t know where to go from here.
Hey Kreiseler! Thank you for taking the time to reach out with that information. When your Internet goes down – regardless of the trigger – it means that your network drivers or network hardware crashed. While your Internet Service Provider ultimately may need to investigate and resolve the problem, we recommend focusing on things such as:
- Network driver updates or firmware updates
- Power cycling your hardware
- Switching to an Ethernet cable connection
- Bypassing network hardware like routers
- Testing from a different network or a mobile tether*
- Replacing the device that is crashing
Note : We do not support play on mobile internet connections. However if this works, it indicates the issue is likely with the modem, router, or ISP.
If none of this helps, we’ll need you to get a copy of an MTR run while the issue happens. This might show us what exactly is crashing. Here are the steps:
- Download the tool from this page
- In the “Host” field, enter “24.105.62.129” (without quotes).
- Start the test and launch Hearthstone. Ensure the Internet stops working while the winMTR tool is running.
- After recording data for about 5 minutes, click “export text” and save the winMTR file in an easy to find location.
- Once you have that made, open the file. You’ll need to copy and paste the contents of the Text document into the post, and put four Tilde (~) marks above the winMTR. It’ll look like this:
WinMTR goes here
If you have issues pasting here, please use Pastebin and post the link (ex: Pastebin (dot) com/123456).
Are you using Comcast by any chance?
If not, what model of router does your ISP use?
It is indeed comcast. Is this a known issue with them?
I have the same problems with HS and some other games, and spent about half a day searching and asking around on tech forums, here’s the short(ish) version.
The chipset CC uses in their modems has a bug with the built in firewall, and it wrongly flags certain things your pc does as a DOS attack, and IP bans you from your own network. HS doesn’t do it that often but I have other games that are flat out unplayable, and sometimes streaming services like Spotify set mine off and get me kicked. If you restart the router it will behave for a while but it will eventually do it again and again.
The only real answer I got from anyone was “buy a better router and put the modem in bridge mode”, which isn’t very helpful.
If you check the firewall logs you’ll see something like this: FW.IPv6 INPUT drop , 78 Attempts 2022/8/3 00:05:36 and the time it shows will be when you got kicked.
So unfortunately there’s no real fix. If you search online for “FW.IPv6 INPUT drop” you’ll find other people with the same problem.
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