Game is constantly crashing

Technical Support
1

Sometimes I will be able to play multiple matches with no issues, sometimes the game will crash multiple times during a single match.

I have tried re-installing the game, re-installing my GPU drivers and updating all other drivers/updates for my computer.

Some of the crash codes I’ve received recently are:
C3C3AFD6-98D9-43CD-97CC-B820094A7DCD
B32E3864-79F8-43A8-BE3A-F9C3C2892860
742233F5-D3DC-426A-AF49-75A20A19A38F

My Specs:
CPU: Intel(R) Core™ i7-4790K CPU @ 4.00GHz
RAM: 16.0 GB
GPU: NVIDIA GeForce GTX 980
OS: Windows 10 Pro

2

Howdy,

It looks like you are getting C0000005 errors, which can happen for a few different reasons. Based on the steps you have tried already, I would suggest closing all other programs temporarily while testing the game. If you have any anti-virus software, make sure the game is allowed as an exception.

3

I have added HOTS to my anti-virus exception list and the crashes have been less frequent but still occurring. There are no other programs open when I play HOTS, here are some of the new crash codes:

B8593A2E-D715-4871-B124-F4E0DAFC58C4
517FD55D-1899-46F6-B73B-D8E51A4A280B
4B2C1236-4BA7-42C8-9AFB-622D3836B83D

4

Hey there,

So I took a look and all of your crash reports show that the game client is unable to access needed resources.

nvwgf2umx.dll 00000000001E6931
nvwgf2umx.dll 0000000001560F6F
nvwgf2umx.dll 0000000001560ECF
nvwgf2umx.dll 0000000001555D7D
nvwgf2umx.dll 0000000000573E8A
nvwgf2umx.dll 0000000001DA969E

One of them pointed to the GPU. So it appears the game is not able to read/wright to/from Vram… Usually this is because of a software conflict, corrupt drivers, or a permission issue within Windows.

Try reinstalling your drivers using a clean install. Make sure to get the drivers from Nvidia.

Onedrive can interfere with and corrupt the settings data for Heroes of the Storm. This can happen if Onedrive is set to manage the folder where the settings variables reside in your Documents folder for Windows.

  1. Open Onedrive (re-enable if you disabled it)
  2. Go into settings and deselect the Heroes of the Storm Folder under documents so that Onedrive does not try to manage them.
  3. Exit/close/disable Onedrive
  4. Open the documents folder for your user in File Explorer(Right click Windows start, choose File Explorer)
  5. Delete the Variables.txt under Heroes of the Storm)
  6. Empty the recycle bin and retest the game.

Try running your system in selective startup mode: https://battle.net/support/article/200483

Create a new administrator account: Blizzard Support - Creating a New Administrator Account

Once the account is created, shut down the computer, wait 60 seconds, restart, log into the new profile and try the app/client.

If that doesn’t solve the issue, then I recommend submitting a ticket with an msinfo attached for further investigation. (instructions for collecting that msinfo report will be on the form.)

Click your name at the top right of this page, click support, click contact support.

5

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