Hello, I have the same problem as OP. I did everything that you suggested, but I find myself unable to access anything but quick match and brawl.
Done: Power cycled home device, updated all security software, updated windows.
Hello, I have the same problem as OP. I did everything that you suggested, but I find myself unable to access anything but quick match and brawl.
Done: Power cycled home device, updated all security software, updated windows.
Edit: we moved this to a new thread so we can work with you individually.
From there it might be worth testing on a mobile hotspot temporarily. Just to look around in the menus not play a full game of course. If this works and all game modes show available while on the mobile hotspot, it’d be time to contact the ISP for assistance.
Note, be sure to disable wifi on the phone while connecting via mobile hotspot or mobile tether. This will ensure all network data goes through the cellular network.
I tried that too, but it did not change anything.
There were a couple hiccups with some of our services a few days ago when you originally reported this. Did the situation resolve for you yet? If you’re still having this problem, please create a WinMTR test which catches a disconnection. You want to restart the test every 10-15 minutes until you catch one of these problems. Once you’ve caught one red handed, run the test for about 5 more minutes. This will let us look for problems between your house and our servers which may cause this.
If you have problems with posting it due to a link error, go ahead and copy paste this into your next post, and replace “WinMTR goes here” with your test.
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WinMTR goes here
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Thank you for taking your time in order to resolve this issue.
I’m not sure if I understood the procedure correctly. So I will explain what I did :
So here it goes :
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|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 0 | 981 | 981 | 0 | 0 | 75 | 0 |
| 45-42-106-161.cpe.distributel.net - 1 | 973 | 971 | 5 | 13 | 89 | 9 |
| 10.170.192.58 - 0 | 981 | 981 | 4 | 11 | 120 | 9 |
|ppp-206-80-245-49.nas01.totftds.ext.distributel.net - 1 | 973 | 971 | 5 | 11 | 121 | 9 |
| 64.125.54.49.available.above.net - 1 | 977 | 976 | 5 | 11 | 121 | 12 |
| ae0.mpr1.yul1.ca.zip.zayo.com - 1 | 977 | 976 | 8 | 11 | 85 | 11 |
| ae2.cs1.lga5.us.zip.zayo.com - 1 | 977 | 976 | 22 | 30 | 124 | 25 |
| ae17.er3.lga5.us.zip.zayo.com - 1 | 977 | 976 | 21 | 27 | 106 | 27 |
| pr01-eqfr5.blizzardonline.net - 1 | 973 | 971 | 18 | 24 | 92 | 22 |
| ae1-br01-eqny8.as57976.net - 0 | 981 | 981 | 36 | 43 | 179 | 64 |
| et-0-0-2-br02-eqch2.as57976.net - 0 | 981 | 981 | 35 | 44 | 221 | 38 |
| be2-pe01-eqch2.as57976.net - 1 | 977 | 976 | 35 | 41 | 219 | 39 |
| chi-eqch2-ia-bons-02.as57976.net - 0 | 981 | 981 | 37 | 42 | 132 | 43 |
| 24.105.62.129 - 0 | 981 | 981 | 36 | 42 | 118 | 43 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
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Hey, Mluk! Thank you for following up with us on the WinMTR test and the steps done while running it. The WinMTR tool is great for catching packet loss or latency and other connection issue when the issue is present when trying to access other modes other than Quick Match or Brawl.
Could we try running the WinMTR test while trying to access other modes?
I’m curious to if you’ve tried a third party DNS service like Google DNS and a repair scan in case this may be some what related to the Play mode is disabled issue we saw earlier this year. It could be that part of the assets are being blocked or not downloading fully or there’s been file corruption to the Heroes installation.
Hello, customer support people!
So I tried, running the WinMTR test while attempting to access “Collection”.
I did ran a repair scan but haven’t used Google DNS nor other third party DNS service. The repair scan indeed resulted in a small download, but in the end I still had the same problem.
This problem happened the day after my computer was attacked by a particularly strong trojan that unleashed hundreds of maleware (it was my noob fault).
I ran several scan including a boot scan and had to delete/repair/quarantine a bunch of files including win32. Thus, I wondered if the core files of the game were affected and I completely uninstalled and reinstalled the game yesterday, but to no avail.
Anyways, here it is :
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|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.0.1 - 1 | 1556 | 1555 | 0 | 12 | 118 | 0 |
| 45-42-106-161.cpe.distributel.net - 0 | 1560 | 1560 | 5 | 31 | 248 | 47 |
| 10.170.192.58 - 1 | 1556 | 1555 | 5 | 28 | 225 | 12 |
|ppp-206-80-245-49.nas01.totftds.ext.distributel.net - 0 | 1560 | 1560 | 6 | 28 | 217 | 34 |
| 64.125.54.49.available.above.net - 1 | 1545 | 1541 | 4 | 28 | 254 | 15 |
| ae0.mpr1.yul1.ca.zip.zayo.com - 0 | 1560 | 1560 | 5 | 28 | 205 | 43 |
| ae2.cs1.lga5.us.zip.zayo.com - 0 | 1560 | 1560 | 21 | 60 | 259 | 157 |
| ae17.er3.lga5.us.zip.zayo.com - 0 | 1560 | 1560 | 21 | 55 | 266 | 64 |
| pr01-eqfr5.blizzardonline.net - 1 | 1556 | 1555 | 19 | 44 | 256 | 73 |
| ae1-br01-eqny8.as57976.net - 1 | 1553 | 1551 | 38 | 74 | 276 | 163 |
| et-0-0-2-br02-eqch2.as57976.net - 1 | 1511 | 1504 | 35 | 102 | 4547 | 134 |
| be2-pe01-eqch2.as57976.net - 1 | 1556 | 1555 | 37 | 71 | 261 | 157 |
| chi-eqch2-ia-bons-02.as57976.net - 1 | 1556 | 1555 | 38 | 72 | 278 | 107 |
| 24.105.62.129 - 1 | 1556 | 1555 | 37 | 72 | 264 | 69 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
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Mluk,
I do see some packet loss in this connection, as well as some high latency spikes, but it shouldn’t explain this problem. Are you able to access the store/game modes - even temporarily while using a Virtual Private Network (VPN) client or using your phone as a mobile hotspot?
Drakuloth,
No, there are absolutely no difference when I run the game from a mobile hotspot.
Do you have a separate router and modem? If so would we be able to bypass the router and connect directly to the modem to test?
Previously you mentioned updating security software. What security programs are are you using?
Hello,
I do have a separate router and modem. I would have to set up a direct connection.
I doubt that this would change anything, since I get the same problem when trying to access other game mode via mobile hotspot?
As for the security software, I am using :
Malwarebytes
CCleaner
Spybot - Search and Destroy
Avast antivirus
They are all up to date.
Hey there Mluk,
I am sorry to hear this is still going on. I have a few other ideas we can try here to get things working.
First, could you try creating a new account and log in to it. Just to see if this is an account based problem or a connection / system based issue?
Next, if the new account failed, I would want to try and change the DNS in use on the system. This is something that would persist through the home connection and the mobile hotspot. You have two options that we offer that are free.
Let us know of any change my friend!
/Nathardrick
Hello,
My friend log onto my account from his place and everything was available.
I changed the DNS through Cloud Flare and nothing changed.
As its working at your friend’s place but not on the the mobile hotspot or with a different DNS, this does appear to be an issue with something blocking the connection on the computer. For troubleshooting we would like to look into uninstall Avast, at least temporarily to test.
Is this the only device on your network that’d be able to run the game? Would we be able to try testing a different device on the network just so we can confirm that its specific to the computer?
I uninstalled avast, it did not have any effect.
It is specific to the device. I am on another network right now and I have the same problem.