[Main Thread] SEA & Oceanic - Unable to Connect or Game Time Out

Technical Support
14

Location: Singapore
ISP : Singtel
Device: Androids and PCs

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                          MySingTel.home -    0 |  603 |  603 |    0 |    4 |  109 |    1 |

|         bb219-75-109-254.singnet.com.sg -    1 |  599 |  598 |    2 |   18 |  249 |   56 |

|                         202.166.123.130 -    1 |  599 |  598 |    2 |    7 |  280 |    5 |

|                         202.166.123.129 -    1 |  599 |  598 |    2 |    7 |  281 |    5 |

|            ae8-0.qt-cr03.singnet.com.sg -    1 |  599 |  598 |    2 |    7 |  281 |    4 |

|           ae13-0.tp-cr03.singnet.com.sg -    1 |  599 |  598 |    2 |    7 |  281 |    3 |

|            ae4-0.tp-er03.singnet.com.sg -    1 |  599 |  598 |    2 |    8 |  281 |    4 |

|                         203.208.191.197 -    1 |  599 |  598 |    2 |    8 |  280 |    4 |

|                         203.208.178.206 -    0 |  603 |  603 |  186 |  209 |  594 |  187 |

|                 palo-b22-link.telia.net -    0 |  603 |  603 |  194 |  216 |  743 |  208 |

|                  las-b24-link.telia.net -    1 |  599 |  598 |  196 |  211 |  501 |  200 |

|  blizzard-ic-348620-las-b24.c.telia.net -    1 |  599 |  598 |  197 |  219 |  536 |  197 |

|              ae1-br01-csla1.as57976.net -    1 |  599 |  598 |  204 |  219 |  681 |  206 |

|       xe-0-0-1-3-br01-eqla1.as57976.net -    1 |  599 |  598 |  198 |  221 |  571 |  203 |

|                           137.221.68.79 -    1 |  599 |  598 |  196 |  214 |  677 |  197 |

|        lax-eqla1-ia-bons-02.as57976.net -    1 |  599 |  598 |  211 |  224 |  493 |  212 |

|                           24.105.30.129 -    1 |  599 |  598 |  198 |  212 |  638 |  205 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
15

Any updates at all? It has been super frustrating to not be able to play the game

16

HS:CT;NetCacheCardValues= 2
Is what comes up in the top right.

I play on the American server from Asia.
This problem started 4/18/2020
I have tried every single fix that a blizzard employee has posted for issues like this.
I have flushed DNS, I have restarted my router while the computer was off, I have uninstalled and reinstalled both Hearthstone and Blizzard ended Blizzard’s tasks. I made a new user on my computer all that stuff that has been recommended. Also tried repairing the client.

Every once in a long while I can log in, what I noticed Is that when It works there is an opening cinematic with the little girl in the forest… then I get all the old updates about Priest changes and I can play for a while.

… anyway, this is frustrating. Maybe a new update will break me out of this hearthstone loading screen cycle. But then again maybe not…

If anyone has ideas. Let me know!

17

Hey RainMan,
Dont worry, you are not alone. I’m having the same issue like you, playing American Server from Asia too, and it started on 17th or 18th, too.
I’ve tried…
1, I clear my Iphone XS ram (restart with holding home button).
2, Play from mobile network instead of WIFI.
3, unstall & reinstall the app.

But it doesnt help at all.

Blizzard team, please help & thanks!

1 Like
18

Thank you for your reports! Our team has been informed of this issue. Some connection tests are showing the issue when the connection is passing through Telstra. This may be to mitigate some of the traffic congestion on the telia peering node.

We are continuing to gather and send the connection tests for our team to look into, in case, we need to communicate with the peering partners. Please continue to provide a WinMTR file until the problem occurs for 5 to 10 minutes. Copy and paste the text file created and paste it between two ~~~ like so:

~~~
WinMTR Here
~~~

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

19

I’m having the same issue, can’t play Hearthstone in Asia server for 3 days now. Please resolve it. Thanks and God bless.

Location: Philippines
ISP : SKY Broadband
Device: Androids and PCs.

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                             192.168.2.1 -    0 |   60 |   60 |    0 |    0 |   11 |    0 |

|                               10.44.0.1 -    0 |   60 |   60 |   12 |   28 |   87 |   18 |

|          ge-1-5.sj1.skybroadband.com.ph -    0 |   60 |   60 |   11 |   17 |   53 |   19 |

|                          182.18.194.213 -    0 |   60 |   60 |   12 |   21 |   52 |   17 |

|                          182.18.194.212 -    0 |   60 |   60 |   12 |   22 |   52 |   18 |

|                            130.105.0.48 -    0 |   60 |   60 |   12 |   17 |   54 |   14 |

|                            80.81.75.153 -    7 |   48 |   45 |    0 |  107 |  155 |  101 |

|                           62.216.128.85 -   22 |   32 |   25 |    0 |  103 |  136 |   97 |

|     xe-3-0-6.0.ejr04.seo002.flagtel.com -   13 |   40 |   35 |  125 |  135 |  167 |  134 |

|                          62.216.147.210 -   10 |   44 |   40 |  117 |  136 |  191 |  125 |

|                           1.213.144.109 -   17 |   36 |   30 |  126 |  138 |  190 |  128 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   12 |    0 |    0 |    0 |    0 |    0 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
20

Unable to connect

From sg using starhub

|------------------------------------------------------------------------------------------|

|                                      WinMTR statistics                                   |

|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

|                             183.90.58.1 -    0 |  373 |  373 |    3 |    6 |  171 |    4 |

|                           183.90.44.101 -    0 |  373 |  373 |    3 |    7 |  162 |    4 |

|                            183.90.44.41 -    0 |  373 |  373 |    3 |   10 |  193 |    4 |

|                            203.118.3.65 -    2 |  350 |  344 |    3 |   13 |  286 |   13 |

|                            203.118.7.86 -    0 |  373 |  373 |    3 |    6 |  158 |    4 |

|                  snge-b2-link.telia.net -    0 |  373 |  373 |    3 |    6 |  160 |    4 |

|                  snge-b1-link.telia.net -    0 |  373 |  373 |    3 |    7 |  158 |    5 |

|                  las-b21-link.telia.net -   19 |  214 |  174 |  173 |  180 |  699 |  176 |

|  blizzard-ic-348621-las-b21.c.telia.net -   20 |  210 |  169 |  173 |  181 |  699 |  174 |

|              ae1-br01-eqla1.as57976.net -   16 |  230 |  194 |  173 |  187 |  801 |  174 |

|                           137.221.68.77 -   19 |  214 |  174 |  173 |  178 |  288 |  174 |

|                           24.105.30.129 -   15 |  234 |  199 |  173 |  183 |  792 |  175 |

|________________________________________________|______|______|______|______|______|______|

I was able to play for a while a yesterday but before then i also had this problem from 3 days ago which i thought was just a small bug

21

file:///C:/Users/jkend/OneDrive/Desktop/WinMTR.txt

22

file:///C:/Users/jkend/OneDrive/Desktop/WinMTR.txt

Provider: First Media
Country: Indonesia
date issue began: 4/18/20
server: Americas
issue: HS:CT;NetCacheCardValues=1

also sometimes shows = 2 or = 0

23

Hi Blizzard Support,

Don’t know what you guys did or didn’t do but my connection is back to normal now.

Firewall on router enabled and removed port forwarding.

Thanks!!!

Current MTR reading.

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                            192.168.68.1 -    0 |  443 |  443 |    0 |    3 |   59 |    1 |
|                            MAXISGATEWAY -    0 |  443 |  443 |    1 |    4 |   43 |    1 |
|                              10.107.0.1 -    0 |  443 |  443 |    2 |   10 |  125 |    3 |
|                   No response from host -  100 |   88 |    0 |    0 |    0 |    0 |    0 |
|                            58.71.243.49 -    0 |  443 |  443 |    5 |   10 |   48 |    8 |
|                            58.71.241.22 -    0 |  443 |  443 |    4 |   10 |   92 |    8 |
|                           58.71.241.105 -    0 |  443 |  443 |    5 |   14 |   95 |    6 |
|                   No response from host -  100 |   88 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   88 |    0 |    0 |    0 |    0 |    0 |
|                          172.22.144.146 -    0 |  443 |  443 |    5 |   11 |   88 |    6 |
|     ae-9.r20.kslrml02.my.bb.gin.ntt.net -    0 |  443 |  443 |   11 |   19 |   76 |   13 |
|     ae-1.r21.kslrml02.my.bb.gin.ntt.net -    0 |  443 |  443 |   12 |   21 |  219 |   55 |
|     ae-8.r21.sngpsi07.sg.bb.gin.ntt.net -    0 |  443 |  443 |   11 |   16 |   90 |   12 |
|     ae-2.r00.sngpsi07.sg.bb.gin.ntt.net -    0 |  443 |  443 |   11 |   16 |   71 |   13 |
|     ae-0.a01.sngpsi07.sg.bb.gin.ntt.net -    0 |  443 |  443 |   10 |   17 |   81 |   13 |
|  ae-0.level3.sngpsi07.sg.bb.gin.ntt.net -   99 |   89 |    1 |    0 |   13 |   13 |   13 |
|                   No response from host -  100 |   88 |    0 |    0 |    0 |    0 |    0 |
|                              4.7.26.166 -    0 |  443 |  443 |  195 |  204 |  382 |  198 |
|              ae1-br02-csla1.as57976.net -    0 |  443 |  443 |  225 |  231 |  291 |  230 |
|       xe-0-0-1-3-br02-eqla1.as57976.net -    0 |  443 |  443 |  226 |  235 |  333 |  237 |
|              be3-pe02-eqla3.as57976.net -   65 |  123 |   44 |    0 |  247 |  306 |  238 |
|                           24.105.30.129 -    0 |  443 |  443 |  224 |  229 |  281 |  226 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
24

me too in Indonesia using Telkomsel and First Media

2 Likes
25

Location: Singapore
ISP: Starhub

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                         Linksys30-2-4GH -    0 |  128 |  128 |    0 |    0 |    1 |    0 |
|                            182.55.226.3 -    0 |  128 |  128 |    2 |    3 |    5 |    3 |
|                           183.90.44.213 -    0 |  128 |  128 |    2 |    3 |    6 |    3 |
|                           183.90.44.173 -    0 |  128 |  128 |    2 |    5 |   41 |    3 |
|                            203.118.7.73 -    0 |  128 |  128 |    2 |    9 |   96 |    4 |
|                            203.118.7.86 -    0 |  128 |  128 |    3 |    3 |    5 |    4 |
|                  snge-b2-link.telia.net -    0 |  128 |  128 |    2 |    5 |   48 |    3 |
|                  snge-b1-link.telia.net -    0 |  128 |  128 |    4 |   16 |   32 |    4 |
|                  las-b21-link.telia.net -    0 |  128 |  128 |  167 |  169 |  174 |  169 |
|  blizzard-ic-348621-las-b21.c.telia.net -    0 |  128 |  128 |  230 |  238 |  318 |  231 |
|              ae1-br01-eqla1.as57976.net -    1 |  124 |  123 |  168 |  175 |  271 |  170 |
|                           137.221.68.79 -    0 |  128 |  128 |  167 |  171 |  235 |  169 |
|        lax-eqla1-ia-bons-02.as57976.net -    1 |  124 |  123 |  169 |  171 |  178 |  174 |
|                           24.105.30.129 -    0 |  128 |  128 |  188 |  189 |  192 |  189 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

I know this is the log of the working HS but for the most of the day, it is not working. to my knowledge, it only works at night 7pm SGT (+8 GMT).

26

Just started having these issues today from Aus, works through my mobile hotspot but not my internet

27

Hi HS Tech Support,

I have an intermittent issue with starting up my Hearthstone app on my PC. it will take an extremely long on the loading screen and sometimes, it will time out with an error: HS:CT;NetCacheCardValues=1. This “loading screen to timeout freeze” also affects my Hearthstone app on my phone.

Please let me know how to resolve this issue.

Best Regards,
Nick

29

It works for me now, after the server maintenence

30

It doesn’t work anymore. I’m getting the error again

31

Keep’s reconnecting when im in the game (battlegrounds or standard), can’t really play the game and it’s damn frustrating

32

worked yesterday,

after the update, now not working again. It has to be something on Blizzards end if its happening to everyone in this area of the world on different devices and providers.

33

Hey folks, wanted to provide an update.

We’ve gotten an influx of players in southeast asia/oceania reporting issues with their connections to several of our games. Things like increased latency, more frequent disconnections, etc. There are currently mass quarantines around the world due to the Coronavirus, and as a result, internet infrastructure is strained. More people are working from home, and more people staying home and just using the internet to do things like stream, download games, etc. Because the internet itself is struggling all around the globe, many Internet Service Providers are throttling connections to certain services so that important industries can ensure that they have a good connection to their businesses. In other situations, some of the internet providers just don’t have enough bandwidth for everybody during peak hours, causing further issues.

The easiest way to test to see if this is the problem you’re having is to try on a different network. What I’ve been recommending to people who have problems like this is to test by installing a Virtual Private Network (VPN). We don’t directly support VPNs, because we don’t make any ourselves. However, if you install a VPN, connect to the VPN, and the problem goes away, then you know that the problem is an Internet Service Provider issue. Unfortunately at this time, there’s not a lot that Internet Service Providers can do right now other than upgrade their infrastructure, which takes time. Many providers are at their limits. If the VPN works, I recommend using it until the quarantines are over.

We are still collecting information, but from the vast majority of tests in this thread, it appears that users are losing data packets between their house and our servers. That would be out of your hands and our hands in most situations.

For those of you who a VPN does NOT help, some of you have problems inside of your house as well. Try standard connection troubleshooting if switching to a VPN doesn’t help with the problem at all.

Please note: This is not to say that we aren’t still going to try to resolve things if possible, but I want to set correct expectations here. We may not be able to do anything on our end, as there are a number of different places where these failures are happening in all of these tests, and we do not have direct control over any of them.

If I hear anything else from our investigation, I’ll let you all know.

34

Hi Caterpepi, definitely same problems with connecting over wifi here, over both Mobile and Desktop. There’s a solution thread for desk top:

But for mobile, I have no idea where to even begin…