When using a controller on console or PC and you bind the hero info button to any d-pad key the corresponding movement key stops working on the stick or d-pad for character selection. When you bind hero info to d-pad up then you can no longer select the top row of characters etc. I have seen multiple posts dating back to over a year ago that claim this happens after first character selection when you choose a new character after having one selected. The other posts are over a year old and this is still in issue in both PC and console releases for those that use controller and could be fixed by simply disabling the hero info bind for controller while in the character selection menu.
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I have this exact same bug, I’ve been putting up with it since Overwatch 2 was released and idk how to fix it when I don’t want to change my bindings.