"your game timed out as it was requesting data from the hearthstone utility service "

Technical Support
1

this only happens when i try to connect to americas region
no issues connecting to the other regions

2 Likes
2

Hey there Boreas,

Since you can log into one region, this may be due to damaged files. Letā€™s see if just deleting the files helps. The steps vary a little depending on if itā€™s a Mac or PC.

PC:
1. Press Windows Key + R
2. Type in %localappdata% and press enter
3. Go into the Blizzard folder
4. Go into the Hearthstone folder
5. Find the Cache folder here and delete it

Mac:
1. Press CMD + Shift + G to open the Go to folder
2. Navigate to ~/Library/Preferences/Blizzard folder
If there is no Blizzard or Hearthstone folder, show hidden files and folders by pressing CMD + SHIFT + .
3. Delete the Hearthstone folder.

6 Likes
3

I have the same issue as Boreas, tried deleting cache and it made no difference

4

do you have the same issue around the same time?

5

Itā€™s been happening for about a week now, but yesterday was the first day I couldnā€™t login at all. I played about three matches, it disconnected, and I never got back in, it was around 10AM (GMT -3).

I tried playing again around 9PM and had no issues at all, but tried again right now and itā€™s the same as yesterday morning

6

Same exact issue as Boreas. Canā€™t connect to americas, which sucks cause thats were all my collection is. Other regions are fine.

Iā€™ve tried deleting the cache folder as was suggested but Iā€™m still unable to connect.

7

I have similar issue, but different region. Cannot connect other region. But, connecting to America Region has no problem.

Asia, always timed out.

Just happened about a week ago, and today still happened.

I can connect to Asia when I try to reconnect many times. But, most of the time (99%), it is timed out.

8

Deleting the Cache folder worked for me, in matter of going past the Timed Out sign. But, once inside the game, the Play button wasnā€™t clickable and I tried going into other modes and now the game froze.

Edit: Not even the Solo content is available.

9

I have the same issue on Android and only in the European server

10

Tried using Rinadarā€™s suggestion to delete the cache folder, but it didnā€™t work. I still canā€™t connect to the Americas server.

I was able to connect to the Asia server, but that would mean starting over again. As of now, I canā€™t connect to the Americas server (which is where my collection is). This issue started ever since the new patch.

I also tried sending a support ticket, but the customer support page is stuck loading. So this thread is the only way for me to send my concern.

If thereā€™s any update, then please message me.

11

When this will be fixed.
Seriously!!?!

12

Still no responseā€¦

I have been trying clearing cache all day. So, please give the working solution please.

13

Guys I tried something different and it worked for me.

When I went into the folder that install Hearthstone in I clicked ā€œLogsā€ folder and then opened ā€œContentConnectā€ text file. It was saying: ā€˜C:/Users/user/AppData/Local/Blizzard/Hearthstone\in_game_message_box_hub.igm.jsonā€™
So, all you need to do is:

1. Press Windows Key + R
2. Type in %localappdata% and press enter
3. Go into the Blizzard folder
4. Go into the Hearthstone folder
5. Delete ā€œin_game_message_box_hub.igm.jsonā€ file.

2 Likes
14

This worked! Thank you for the quick fix!

15

You are the best thank you so much!

16

Neither way worked for me.

Guess there is something wrong in the Asian server.

17

Hey there Kratos,

If youā€™re playing on the Asian servers, a recent post we just made may give some information. If youā€™re still having a problem, please read over the post and reply there with the requested information.