Known Technical Support Issues [Updated June 4, 2019]


#1

Hey there everybody!

We’ll be using this forum thread to track known technical support issues, like conflicts which cause performance errors, crashes, and connection problems. Check out the list below, and give these steps a try before creating a new topic! Additionally, more bug-related issues can be found in the Bug Report Forum’s sticky.

Installation

Connection

Crashes

Performance


unlisted #2

closed #3

#4

Unable to start a Dalaran Heist run

Due to a current bug with the latest adventure, some players may receive the error message “There was an error starting your game. Please wait a few minutes and try again.” The application may also simply get stuck at “Loading…”

Thanks to the reports of players, our developers are currently working on the bug and looking for a solution. Unfortunately due to the nature of the bug, there are no current work arounds for this problem. Please keep an eye on this thread for updates as we receive them from the developers.


#5

iOS - “Failed to get Update - Please check your internet connection.”

We’ve seen a recent influx of reports of this error with the Rise of Shadows patch. Some players have been able to resolve this problem by completely reinstalling the game and clearing their phone’s application cache. For those who this does not help, you can check the blue posts in this thread for more information as it becomes available.


#6

Rastakhan’s Rumble stuck “Loading…”

Due to a current bug with Rastakhan’s Rumble, some players may get stuck at “Loading…” when they attempt to start a run. Our developers are currently working on the bug and looking for a solution. Unfortunately due to the nature of the bug, there are no current work arounds for this problem. Please keep an eye on this thread for updates as we receive them from the developers.


#7

iOS crash after 14.2.0.30795 patch

Hearthstone crashes on launch for some devices as of recent patches. We are currently gathering information on this issue to try to find a cause. If you are having this problem on your iOS device, please provide the information requested here. If you have non-iOS devices, the game should work on those devices in the interim.


#8

Screen goes blurry after opening packs, quest pop up, or match completion

This is a bug with the game client which can be resolved by starting a new match or restarting the game client. For updates on the bug, check this thread.


Blurring after Matches
listed #9

pinned #10

#11

Game freezing after opponent used Shifting Scroll
This is a bug when bosses or opponent uses secret containing shifting scroll or the scroll itself. For updates on the bug, check this thread.


Dalaran Heist stuck on Gallywix's turn
#12

Unable to Maximize Window after receiving SN1P-SN4P
This is a bug after receiving SN1P-SN4P where the Windowed mode cannot be maximized. Full screen mode will workaround this in the mean time. For updates on the bug, check this thread.


Windowed mode not working properly
#13

Game crashing or freezing while aiming with Shadowbolt & Shadow Word: Death
This is a bug that occurs when aiming with Shadowbold or Shadow Word:Death causing the game to freeze or crash. For updates on this issue, please check this thread on our Bug Report forums.