No crash logs are generated.
And this is a question, - where does the game write the debug logs or how to turn on the debug info to get into the issue?
This does not shows in the Windows Event logs or Windows program crash reports.
in the path “Documents\Heroes of the Storm” is empty , not even GameLogs is created. Because the game is never able to start and it was a clean install.
Installed two different graphics benchmark programs and DX 11 and they run just fine on a system.
Your OS is out of date. That is the fall creators update from 2017. A major update was issued April 2018 with another one recently but delayed due to issues.
I recommend updating your OS to the latest version of Windows 10. After the major update is complete, please reinstall your Intel graphic drivers with the latest driver versions as Windows 10 update process might damage them in some way.
If this does not work you probably should post your DxDiag listings and temporarily disable anti virus software during install and startup.
From what I understand Windows 10 Enterprise has advanced security features to control what applications can be launched and limit the scope of running applications through technology such as virtualization. These could possibly be conflicting with Heroes of the Storm and preventing it from launching correctly. I would suggest contacting your company’s system administrator in case it is an easy permission or policy fix. If you are the systems administrator for your company I suggest making sure that Heroes of the Storm is not being touched by any of the enterprise security features such as application virtualization since the game is designed to run without them on OS versions like Home and Professional.
This crash does not shown in the Windows Event logs or Windows program crash reports.
There is no information provided on how to turn on the debug info to get into the problem of the issue
There are no virtualization enabled.
All blizzard games are run fine with 32 bit process in 64 bit OS.
But they fail to launch in 64 bit.
Other games (not from blizzard) run fine in 64 bit.
So to confirm the error pops up by itself when you hit the “play” button? Or does it only appear when you close the application with task manager?
At least one older topic with the same error code shares an intel graphic driver, but the hardware was totally different and they only got the code after force closing the application. Back then the advice was unfortunately to keep to 32bit and D3D9 rather than actually solving the cause for future reference. The general condition for the code seems to be force closing the application, so possibly it is an unexpected shutdown code?
It could also be a conflict with HP bloatware. Might be worth turning a lot of them off for a test, if you have not done so already. I had bad experiences with HP printer drivers in the past conflicting with stuff and I unfortunately doubt the rest of their software will be any better.
Might also be worth trying to temporarily turn of anti-virus protection when just installing and starting HotS to see if that makes a difference. I have known for file protection and/or application protection components of software like Kaspersky to on occasion prevent startup of applications.
The Antivirus has been disabled permanently.
System has been restarted.
The crashing of the executable (HeroesOfTheStorm_x64.exe and HeroesSwitcher_x64.exe) occurs immediately, with popup message “Game Initialization failed: U”
The same errors occurs without going through battlenet authentication, purely by executing these files.
I have also observed process through Resource Monitor to see if anything might be impacting.
data execution protection both in WIndows and in BIOS (in any)
Basically system was vulnerable to all possible attacks after these actions.
Nothing helps to understand where does this error comes.from.
Heroes of the storm developers should know what does these codes means “Game Initialization failed: U” and “Error 2:1”
I seen in internet quite many reported similar issues with HOTS 64 Bit that never got resolved.
Can you email a copy of your msinfo to techinfo@blizzard.com with the subject ATTN: Drakuloth - MaxTheMad error 2:1? You hit a lot of the regulars and we’re curious what else may be causing this, but need some more information.
You have a kind of bizarre situation here. This may actually just be something you did to protect your privacy - but did you modify the MSInfo/DXDiag files to change your username to ##REMOVED## or is that your actual account username?
This is a more in depth issue so I won’t be able to assist with your problem in this thread very deeply. However, you also appear to have Websense and Symantec. I would suggest you also follow the steps above. If it doesn’t work, start your own thread.
Drakuloth, thank you for the time devoted to looking into the provided information.
I do not know why anonymizing personal information is called a “bizarre” at Blizzard. My post above clearly states on removing personal information, and “##REMOVED##” was used as placeholder. I believe this information should not be important for issue analysis and resolution.
My posts above clearly stated which actions that I have performed as a try to make Hots 64bit program to work. The copy is send in the e-mail with attached files.
Yes, all security software been disabled or uninstalled. And I confirm, Websense and Symantec was not active, and was disabled from running in the system or interfering with the executable program. See note on Resource monitor.
If Blizzard recommends to remove the antivirus programs in order the software to function, then the question is. Is Blizzard program is blacklisted by world-wide community as a virus or Blizzard is not whitelisted his software (Heroes of the storm) with Symantec or other antivirus vendor programs?
And maybe from your side you can have a machine where you can install this software and reproduce if that is actually the case for the HOTS 64 bit software to stop functioning?
This all does not explains why on the same system the 32bit HotS runs fine.
Maybe Blizzard can provide the dependency list software for 64 bit ? Are we not missing some crucial piece of software?
It is because a lot of anti-virus software tries to justify its licence fees by doing stuff that can increase security but also can conflict with applications in strange or stupid ways. For example at high file protection levels it might lock a file HotS is trying to read due to pro-active scanning causing a read error to be generated and HotS to crash. Sure one can usually configure the software such that it does not do this, however the instructions to do so vary from software to software and version to version with some maybe not even offering such functionality.
If they could, they would. I can assure you HotS 64bit operates perfectly for most people. Even if they try to reproduce your setup exactly it might end up just working because of some obscure variable that was not accounted for which is the cause of it not working.
Reinstalling HotS via the BattleNet launcher would solve this as that process should also install all required dependencies.
DrSuperGood , why you spamming and replying and commenting me where I do not ask you to ?
Please respect others. You are not Blizzard technical support or employee of Blizzard.
If you have particular problem , please create own post.
Please keep in mind that this is a public forum for players to ask for assistance from the community. One does not need to ask for permission or be an employee of Blizzard to help other players. The points that DrSuperGood made are valid and answer the questions that you had asked.
As far as the question about security programs goes, keep in mind that disabling disabling tends to only affect certain features like realtime scans. We’ve seen various cases where problems persists even when programs are disabled and for troubleshooting we’ll tend to want to remove the program. This is only a temporary step for troubleshooting and if we find that the issue is not security by doing so, you’re welcome to reinstall the program.
Can you make a private or closed forum for people who has paid for the game content, to avoid everyone who has opinion about just anything to write it in Technical support forum where people have real issues with Blizzard products?
If I wanted a public opinion I would go to reddit or general forum.
While I understand where you’re coming from, this is not an option and its not something that we currently have planned. As mentioned previously, this is a public forum for players to ask for help just as you have. As long as the posts being made here are positive and productive towards troubleshooting, then there’s nothing wrong.
However, if this thread continues down this route and is no longer about working towards a resolution to your issue, then we will need to lock the thread. If you’d like assistance we can continue troubleshooting. You don’t necessarily need to accept the troubleshooting from the community, however we do recommend at least considering the different view points. The more info we have and the info that others bring to the table regarding your issue can be beneficial towards troubleshooting the problems you’re having with the game.
With that all said, if you’d like to troubleshoot, we’ll move off of this topic and continue from where Drakuloth left off about uninstalling both the Websense and Symantec software.