[Jul 2] Stuck on Tavern Doors or Playful Sprites on iOS/Android

Technical Support
104

Galaxy s7 edge
Not been able to log in for a week, same issue as everyone else.
Joining the band wagon of “Blizzard get in gear!!!”

105

Xiaomi Readmi 4 pro
android 6.0.1. MMB29M

106

Same problem.
Samsung Galaxy S10+
Android OS 9

107

Hey there friends,

Thanks for bearing with us while we try and get this resolved. We have a new set of questions to ask to help gather information. We want to get this fixed as soon as we can, these should help in that goal. If Caterpepi’s post does not help, please answer the questions below as well as sending in the logs requested.

What version of the game are you on?

How to check on Android (click to expand)
  1. Open the Settings menu :gear:
  2. Navigate to and enter Apps & notifications
  3. Locate and open details on Hearthstone
  4. At the bottom of the details, the version number should be listed.
  • If this is 14.4 or before, please head to the app store to update
How to check on iOS (click to expand)
  1. Tap to open the Settings on your iPhone home screen
  2. Go to General
  3. Open iPhone storage
  4. Locate and tap on Hearthstone. The Version number should be under the app name once selected
  • If the latest version is 14.4, please update

Have you reinstalled the app?

How to uninstall on Android (click to expand)
  1. Open the Settings menu :gear:
  2. Navigate to and enter Apps & notifications
  3. Locate and open details on Hearthstone
  4. Click the uninstall button here
How to uninstall on iOS (click to expand)

From Apple support

  1. Lightly touch and hold any app on the screen until the app icons jiggle. If the apps don’t jiggle, make sure you’re not pressing too hard.
  2. Tap on the app you want to remove, then tap Delete.
  3. Tap Done (iPhone X and later) or press the Home button (other models).

When was the last time the device was restarted?

When the app starts up, what do you see?

Examples (click to expand)

  • Do you see a Blizzard sign

  • Do you see tavern doors?

  • Do you see any version check or download bar?

  • Does the stone circle logo pulse?

  • Does the Hearthstone logo appear?

Last, what type of device and OS build you are on?

Thanks for all your help, we hope to have an update soon!

/Nathardrick

1 Like
108

On HUAWEI CRR-L09 / Android 6.0:

  • Version 14.6.31761
  • Have you reinstalled the app? => Tree times from yesterday
  • When was the last time the device was restarted? => today
  • When the app starts up, what do you see?
    – Welcome screen
    – Then tavern doors
    – The stone circle logo doesn’t pulse
    – After a while, android says that the app doesn’t respond
3 Likes
109

I see the Hearthstone logo and tavern doors, with the glowing rune up top. I do not see the number of friends online in the top left, and I do not see any download info on the top right. This screen continues for several minutes until I get the “playful sprites” error.

I am on an iPhone 8, software version 12.3.1

110

On Moto G7 / Android 9.0:

  • Version: 14.6.31761
    *Have you reinstalled the app?: Yes, just now
    *When was the last time the device was restarted?=10 minutes ago
    *When the app starts up, what do you see?:
    1.Welcome screen
    2.Tavern doors
    3. Stone circle logo pulses
    4. Playful sprites error

Edit 1: After deleting cache files, uninstalling and installing it again, I just logged into the game.

Edit 2:Just restarted the phone again and I still keep connection to the servers.

1 Like
111

I don’t know what kind of tablet I have but it’s less than a year old. Apple tablet with latest IOS. Deleted app and redownloaded. Still can’t log in, stuck at the doors with pulsing stone and then I get the sprite error. Day three of this problem after downloading the patch for the game.

1 Like
112

HUWAEI SCL-L21
Version: Android 5.1.1
HS Version: Version 14.6.31761
Have you reinstalled the app? Yes, multiple times
When was the last time the device was restarted? today
When the app starts up, what do you see?
– Blizzard screen
– Tavern doors
– The stone circle logo (doesn’t pulse)

1 Like
113

This worked for me, i hope it helps some of you. Go delete the hearthstone data. (Not Cache)
·Settings>Apps>Hearthstone>Storage>Clear Data.
·At this point, relaunch the app. Hopefully, it will begin to download about 1gig.
·After that, you will be prompted to log in.
·At this point, you should get to the homescreen.
·You will notice you are still downloading at the top right, let it finish before playing.
·At this point, the game should be good to go.
Hope this helps!

114

Yes… I have the same problem… (i play on Xiaomi Redmi) I went to reddit if anyone could help but it looked like most every phone user has the same problem but no solution for it. Btw. i restarted my phone 2 times and reinstalled HS two time too…

1 Like
115

On iPhone 6s+ iOS 12.2 (16E227)
Playing on 14.6.31761
No
Now
I see the tavern doors, HS Logo and the circle is pulsating.

1 Like
116

My Device: Nexus 10 (meets your minimum requirements).
Android version: 5.1.1
Amazon app store version (latest): 32.2.1.0
Hearthstone patch: 14.6.31761

I have re-installed both App store and HS several times (after restarting device).

From Amazon App store, I launch HS and it: shows Blizzard logo, then goes to closed tavern doors, and goes through Checking version and makes full progress and downloads the 1GB of files. Then it crashes and goes back to Amazon App store. The last image before crash is Closed Tavern doors.

I also tried the HS app from Google Play and it freezes around the 99% mark of 1GB (checking version download). So perhaps the latest patch has problem with Android.

1 Like
117

Devices - iPad Pro (gen3), iPhone X (gen1) iOS 12.3.1
Hearthstone Version - 14.6.31761
I haven’t reinstalled the game since the feedback in the forms says it doesn’t help.

When I start the app I see the saloon doors then 30 seconds or so goes by then the Hearthstone logo appears then it sits there for a minute or two then an error comes up saying my connection has timed out.

I have restarted both devices twice.

1 Like
118

iPhone X, latest iOS and blizzard patch. Stuck at loading screen.

1 Like
120

This post was very helpful. Thanks. :sleeping:

1 Like
121

Version: 14.6
Phone: iPhone
Stuck at tavern doors

Maybe next time you think about releasing an update and pushing it out to all devices, make sure it works on all devices.

122

The thing is, it does work with most of the people. We were the unlucky few. Thus can be caused by multiple things, other apps on your phone being one. In reality, no developer can account for the millions of other apps on peoples phones that might be causing a conflict. You just gotta troubleshoot the best ya can.

Side note, try deleting hearthstones app data. You should be downloading about 1gig next time you launch the app. After that, you should be prompted to log in. Delete the Data, not cache.

1 Like
123

same issues. restarting devices did not work. samsung galaxy 7 phone, and samsung galaxy tablet sm-t550

error message reads a network problem loading up all the cards in my collection. I have played this game since beta, and have never been able to not log in for 2 days like this

124

Same issue.
Device - Redmi Note 3 Pro 6.0.1
Hearthstone Version - 14.6.31761

Reinstalled and app crashes after a while on the loading screen.

1 Like