Thank you all for bringing this to our attention. It sounds like the local game client isn’t using the correct cache data for the accounts! Lets try the following:
Restart the PC and network devices
Exit the game and Battle.net app completely, then delete any Blizzard folders in these locations:
C:\Users\USERNAME\AppData\Local
C:\ProgramData
Reopen the app after the above. The app will require reauthentication due to the folders being deleted. This is normal.
Once that’s all done please retry the game and let us know how things are going. Thank you again for reporting this to us.
I also have been experiencing this issue where all my co op heroes are reset to level five, and I can not join a game.
I have tried resetting my computer, and exiting and reentering the program.
Short of uninstalling and reinstalling, I do not see an other option on my end.
My son has this problem with his account but mine is fine. I just bought him the game 3-5 months ago. I wonder if this is related to recent purchases? The resetting of co-op characters to level 5 suggests the game is acting like the account isn’t linked to a purchased copy.
Thanks for following up! I added the information to our tracking. I was able to confirm the issue on the back-end and will be updating this thread as soon as we have more information on the topic.
It seems to me that the problem lies in the Purchasing Server connection with clients- all the purchases for commanders, campaigns, ark star in arcade, etc, is out. looking at the collection screen is just blank- and looking through purchased augments, tons of missing things in there for me.
I do not understand what problems. I uninstalled and reinstalled this game to reset, but it shows same problem. all characters are level 5 max out, not available to start.
It’s an issue on Blizzard’s end. Something is going on where the game can’t detect any authorized purchases you’ve made. After reading other peoples’ comments on my post here, I’ve determined it’s not only affecting co-op, but my campaigns and my ability to create custom games as well. Hopefully Kaldraydis is able to fix whatever is going on soon.
and just to let you know, I have no problem with Asia server, where I have been originally playing before moving to Canada. All the commander levels are normal there. So it’s not the players, it’s the server.
If you have not already reported the issue on this thread please do so! If you have already reported, we have added your account to our tracking for the topic. Our engineers are monitoring the situation and working on a resolution. We hope to have more information soon.
Thank you all again for reporting this to us and for your patience in these matters.
Want to chime in to say I’m dealing with the same issue as well. My Kerrigan co-op hero (only hero I’ve put time into) is level 5 now, I can’t queue up for ladder matches as the ranked button is unclickable and the unranked button gives me the error “There was a temporary problem with your request. Please try again.” HotS and LotV campaigns are also disabled now.
My account is also having this issue. I had played a COOP mission without issue earlier in the day yesterday, but I have been unable to play since sometime last night.
Same issue here on my account: no access to ranked play, campaign acts like I need to re-purchase LotV and Nova Covert Ops again (I just started replaying the LotV campaign yesterday, then logged in later and it said I needed to purchase).