Error Applying update unknown error

Technical Support
1

I can log in to the game and view the hero gallery.
I cannot join any games; custom, comp, practice range. I get the error when logging in and when attempting to join a game, after which I am forced to quit.

The message is as follows;
ERROR APPLYING UPDATE
UNKNOWN ERROR (HF-1)

I have run scan and repair, after which an update was downloaded, and the issue persisted. I have deleted the battle.net folder.
I can ping -overwatch-hotfix.cdn.blizzard.com-, so it is not a DNS issue.

Just to clarify; my game was working fine with the new patch, and I was only getting this error since yesterday. From what I can tell this issue has been persisting since well before this update.

Edit; I can play on the PTR just fine.
Edit; re-installed battle.net and still have the same issue

Edit: I have found a solution that worked for me.
As recommended by Mortalis on the forums:
“Remove battle.net folder from programdata and delete the folder with the last hotfix (64176) from appdata”
I did not even have the latest folder despite updating and running a scan.
I deleted all hotfix folders (backing them up just in case) and after that my OW worked again.

3 Likes
2

I have also experienced this error.

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3

same issue driving me nuts can play ptr too just nto the main game ahve doen almost everythign i could find on suport forums here.

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4

I’m having the exact same issue. I also had this problem during the Bastion Lego event

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5

Please see this thread for tips to resolve:

6

please read the posts above, ur copy pasta doesnt work, even if you cant give solutions please dont irritate us without even reading posts.
I have done everything in that and it doesn’t work please give me a real solution, the last time this happened in sept the fix seems to be on the server side.
so please raise the issue to high priority to server engineers.

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7

I understand you’re frustrated, but I’m not your enemy and I’m not a Blizzard employee, so I can’t call anyone up to flip a switch and resolve this.

I was, however, responding to the Original Poster’s original post before edits. They didn’t mention the post I shared and there is no harm with adding it here for other players who may have missed it and are experiencing a similar issue.

Has anyone tried using an alternate connection method, like a smartphone data plan to see if you download/install it that way? That would rule out a connection issue. If it doesn’t work, then you’re looking at a local permission issue most likely.

8

I’ve tried using mobile data, and the update isn’t applied properly that way either. After the client disconnecting and being made to log in again, when the game tries to enter a gamemode it tries to apply the update for more than a minute before disconnecting the client again.

9

Okay, so that sounds like the mobile connection isn’t stable enough for a game update.

Any chance you can reboot, try to update, then grab a DxDiag? This goes for anyone in the thread.

Click here to show/hide DxDiag instructions
  1. Press Windows Key + R, then type DxDiag and press Enter.
  2. In the DxDiag window, click Save All Information.
  3. Name the file “dxdiag” and click Save.

To add it to your reply here:

  1. Open the text file and copy all of the text.
  2. Paste the text in your reply.
  3. Highlight the pasted text and click </> on the post editor.

If your DxDiag does not fit in one message, you can post it on Pastebin.com and provide the hash code (the numbers/letters after the .com) in your reply.

10

My mobile connection’s always been fine for updating and playing OW when it needs to, so that shouldn’t be the problem. The exact same thing happens when it tries to update over WiFi.

Here’s the code for the DxDiag: suNfYdQ7

11

Event Name: StoreAgentDownloadFailure1
Response: Not available
Cab Id: 0

Problem signature:
P1: Update;ScanForUpdates

Problem signature:
P1: GameManagerService.exe

Event Name: APPCRASH
Problem signature:
P1: OriginWebHelperService.exe

Okay, I’m not sure if any of this will help, but I think it’s worth a try:

  1. Manually check for Windows updates since you’re behind by a few versions.
  2. Disable the Razer Game Scanner service (may need to Google how).
  3. Disable the OriginWebHelperService (I’ve been seeing this a lot recently).
12

try re downloading the game, it worked for me

13

My hotfix in Appdata > local > blizzard entertainment > OW was labeled as a different number, however just look at the date created. Anyway, deleting the hotfix from yesterday worked for me. It errored out the first time trying to connect, but tried again and the “applying update” went immediately through.

So I thank you!