[Main Thread] Cannot connect to Hearthstone on Mobile Data

Technical Support
200

Hey, everyone! Thank you for your patience as we continue to work on this issue. Our team has confirmed what is causing this issue. The problem with this is due to how hearthstone handles IPv6 connections. This does make the issue a bit more complex on our end, but our team is working to have this permanently fixed in the future. We do not have an ETA on when this may be fixed, as it’s not something that we can push updates for and we’ll need to coordinate with other services to ensure this will work for each connection.

At the moment, there’s a few workarounds for this issue. Ensure that the cellular network is using Ipv4 and IPv6. While not supported by us, this should help workaround the issue.

  1. In your device settings, locate “Access Point Names” (APN)
  2. Open the selected APN and copy these settings down or screenshot it for later.
  3. Go to the APN, and create a new APN.
  4. Enter in what you wrote down/screenshot in step 2 into the new APN. Make sure the name is different. Do not save this yet.
  5. Find the APN Protocol on the new APN and change it to IPv4/IPv6. Do the same thing for APN Roaming Protocol.
  6. Save the APN, and make sure its using this APN. Once thats done, restart the phone.
  7. Try Hearthstone to see if this helps.

If you are on iOS or unable to make changes to the APN, please contact your provider for assistance. Some devices automatically have the settings through the SIM card and cannot be changed through the settings. Alternatively, we’ve seen that switching from LTE to CDMA has helped some users.

Shout to everyone who recommended these suggestions! It’s not ideal, but this is the current workaround until our team can find a more permanent fix for this issue.

The steps may vary depending on the device. For any further assistance, please check with the phone provider and manufacturer.

I’ve gone ahead and added this to our Known Technical Support Issues and if we have any more details on a more permanent resolution, we’ll keep this thread and the known issues updated. Thank you all again for your patience and understanding!

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