Known Technical Support Issues - Updated on Febuary 23, 2020

Technical Support
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Hey, everyone!

We will be using this forum thread to track known technical support issues, like conflicts which cause performance errors, crashes, and connection problems. Check out the list below and give these steps a try before creating a new topic!

Additionally, more bug-related issues can be found in the Bug Report Forum’s Known Issues List.

Windows

Install/Patching

Connection

Crashes

Performance

UI/Settings

Mac

Connection

Crashes

Performance

If these resources do not help with your technical issues, check our technical troubleshooting for more help.

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Common Technical Issues and Solutions
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Game Crashes in Custom Maps
There is currently a few different issues with Game Crashes in Custom Maps. Here are the following known issues:

  • Game crashes when selecting custom map, Soldier TD BF or Battle Mages, then clicking on any other maps on the list.
  • After leaving the score screen, the game crashes.
  • Certain maps the game crashes when reaching 100 armor.
  • Resizing the game window while in a custom game lobby causes game client to crash.
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#5

Custom Keybinds Does Not Work with non-US Keyboards
This is currently a known issue listed on our Known Issues List. Please use the default keybinds or use English/Latin character sets.

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#6

Performance Issues with Replay UI
We are aware of this issue being caused by a large amount of Replays saved. Clearing some replays should improve the performance of the Replay UI.

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#7

Poor UI Transitions When Leaving Custom Game Lobby
This issue may cause the game to stall for a few seconds before listing the custom games. There is currently no workarounds available. We are aware of this issue.

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#8

Leaving Versus Map Causes Blackscreen
The blackscreen or blackout specifically occurs when the opponent leaves the map. This is a known issue that is currently being investigated.

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#9
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Cannot Change the Resolution in Options Menu
We are aware of some Mac systems with Radeon Pro Vega being unable to change the resolution in the options menu. This will cause the options menu to become large and unable to change the resolution.

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#13

Screen Cut Off after Changing Resolution in Fullscreen
This is an issue that we are aware of occuring. As a workaround if the screen is cut off, press Command + Tab and returning back to the Warcraft III client window should reset the resolution.

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#14
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No sound or Unable to Initialize Audio Device
This is an issue that is tracked on this forum thread, please continue to report issues on this thread. It causes issues with no sound or receiving the error, “Unable to Initialize Audio Device.” Here is a collective list of resolutions or workarounds available.

  • Ensure the audio is set to Stereo:
    1. Right-click your taskbar’s Speaker icon and choose Playback Devices.
    2. Click your speaker or speaker’s icon and then click the Configure button.
    3. Click the Test button, adjust your speaker’s settings, and click Next.
    4. Click the tabs for any other sound devices you want to adjust. When you’re through adjusting, click the OK button.
  • Switch to 5.1 Surround Sound
  • Uninstall/disable Nahimic or Sonic Studio (Sonic Radar)
  • Run the Audio Troubleshooter
    1. In the search box on the taskbar, type audio troubleshooter , select Fix and find problems with playing sound from the results, then select Next .
    2. Select the device you want to troubleshoot and then continue through the troubleshooter.
  • Update the Audio drivers
  • Disable other audio devices and ensure it is set to default.
    1. Right click on the Sound Icon, click on Sound (For newer versions of Windows, click on Open Sound Settings > Under Related Settings , click on “Sound Control Panel”).
    2. Go to the Playback Tab.
    3. For all unused devices, right click and Disable . To re-enable devices in the future, right click and select “Show Disabled Devices.”
    4. Do the step 3 for the Recording Tab.
  • Try a different sound device.
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Can't initialize audio device error
WC3 Reforged Sound Issue
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Can’t Access Reforged Mode
This error message is caused by different issues. If you are having problems turning on reforged modes, here are the most common causes for this error:

  • Not having the Reforged version of the game purchased, which you can check for here.
  • Not meeting the system requirements. You may still be able to launch the game, but to prevent massive instability the game will not allow you to turn on HD textures.
  • The local game client isn’t pulling updated information from our servers. Typically a password reset should force both the servers and the local game client to refresh the account data.
  • Controlled Folder Access blocking the app from reading/writing data to some folders.

If these suggestions do not resolve the issue, you need to create your own thread or contact support to try to find the account you made the purchase on.

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#17

Unable to Launch Reforged on MacOS with Intel Graphics
This is currently an issue that we’re aware of and tracking. We have seen successful launches after switching to Blizzard Battle.net Desktop Application to the Beta version.

To switch to the Beta client, open the Blizzard Application, then go to Settings > Beta and select Switch to Beta. You will need to install the client first, then relaunch once its complete.

If this does not resolve the issue, please create a new thread or contact our Technical Support team.

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#18

Can’t Launch Warcraft III in Fullscreen
This is currently a known issue that occurs in Fullscreen mode. This issue occurs in both Windows and Mac. Forcing Windowed mode is the workaround to launch the game. Here’s the steps to force windowed mode:

  1. Open your Battle.net application and select the Warcraft III tab
  2. Click the Options gear (above the news widget) and click Game Settings
  3. Scroll down to Warcraft III in the list and click the additional command line arguments box
  4. In the blank that pops up, add -windowmode windowed
  5. Click Done and retest the game

Here’s the main thread tracking the issue. If you are experiencing issues with launching the game in Windowed mode or it displays a black screen, please create your own thread or contact support.

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Freeze in MENU
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Unable to Join or Host Custom Games
To resolve this issue, please try the following steps:

  1. Close the game
  2. Navigate to your Documents folder
  3. Open your Warcraft III folder
  4. Delete or Rename your Maps folder
  5. If you had the beta client before, uninstall the Warcraft III: Reforged Beta client.

If there’s still issues with joining or hosting games, uninstall and reinstall Reforged.

If the reinstall does not resolve the hosting or joining issue, please create your own thread or contact support.

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#20

Settings Not Saving or Campaign Progress Reset due to OneDrive
We have received reports of these issues being caused by OneDrive. Warcraft III does utilize the Documents folder which OneDrive syncs with. This can cause permission issues with the game from saving settings or saving the campaign progress.

To address this concern, please check to see if the Documents folder is currently synced with OneDrive. Do not uninstall OneDrive as this will not fix the syncing issue.

If you are continuing to experience this issue after de-syncing OneDrive, please create your own thread or contact support.

Note: Campaigns for Classic and Reforged mode will have separate progress. If you are missing progress in campaign, check to see if the progress may have been started under a different mode.

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