Main menu keeps locking up

Bug Report
1

Every time I go to the shop and buy a pack with gold and go back to the main menu, the game locks up.

2

Hi, if you are on desktop client, could you please check if you have any Game Error Logs? If you do, please add them to your reply here.

To add logs to your comment:

  1. Copy the contents of the file into your reply
  2. Highlight
  3. Hit </> (Preformatted Text) option.

If you see multiple files, please repeat the above steps for each.

You should have something like this in your comment:

I 21:18:48.5822901 Application paused: False
I 21:18:48.6581006 Tracert: ICMP protocol is ready.
E 21:18:48.6581006 Failed to load config file: 
I 21:18:48.6581006 Current working dir=C:\Program Files (x86)\Hearthstone
I 21:18:48.6581006 SetLocale: enGB
I 21:18:48.6581006 [Jobs Fallback logger]: [JobQueue.QueueJob] Job

If you are using a mobile client, please write here your device’s make and model, and indicate what packs you’re trying to buy.

Last but not least, does the purchase go through, or are you unable to complete it?

3

I’m not really sure how to get the files you’re asking for. I’ve done this in the past before, however, the battlenet app has been updated since. These are the instructions via the artile that was posted 2 years ago…

Obtaining Game Error Logs

Updated: 2 years ago

Article ID: 82454

For specific instructions on retrieving game logs, select your operating system and the game for which you need error logs.

  • Windows

  • Mac

  • Hearthstone

Hearthstone

  1. Open the Battle.net desktop app and select Hearthstone.

  2. Click the Cogwheel button to open the Options menu and select Show in Explorer.

  3. Inside the Hearthstone folder, find the Logs folder.

    • If it does not exist, you do not have any error reports.

  4. Find the latest hearthstone_yyyy_mm_dd_hh_mm_ss.log file. This is your error report.

The only cog wheel that I can see is when I go the the battlenet app logo at the upper left corner, I click on it and it show’s the cog wheel for settings. I don’t see anything that gives me the option to “show in explorer”. Is there a video that shows how to do this somewhere that I can look at?

This is for desktop. To answer you question, the transaction goes through, It just freezes the game and I have to close and restart each time. After I buy the pack I go to open the pack and it’s just locks up and becomes unresponsive forcing me to close it and restart.

4

There should be a cogwheel as part of the big blue “Play” button.

5

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