Locked Out Due to Session Creation Failure (ERROR_INTERNAL) – Still No Fix After Full Support Cycle

Support Customer Support
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Hi Blizzard Support & Community,

I’m writing this post as a last resort after weeks of support interactions that have not resolved an account-specific backend login failure.

:mag_right: What’s Happening:

  • I can log in on the Battle.net website, but not the Battle.net desktop app

  • Every login attempt on the app ends in a failure to create a session

  • Logs consistently show:
    [BNSessions] {Main} |event=Session creation failure.|identity=account_id: 387118162 … code=ERROR_INTERNAL (1)
    [UnifiedAuth] UAuth: tassadar Login URL is empty!

  • Issue is persistent across multiple devices and clean installs

  • My alt account works fine on the exact same setup — proving this is account-specific and server-side

:test_tube: What I’ve Already Tried:

  • Reinstalled Battle.net on Mac, PC, and phone
  • Flushed DNS, cleared cache, reset config
  • Tried different networks and regions
  • Submitted logs multiple times
  • Followed every suggested troubleshooting article (including advanced steps)
  • Reached out via tickets and Twitter

Despite all of this, I have received only Tier 1 replies repeating the same steps. I’ve asked repeatedly for escalation, but was told it could not be escalated to a technician or engineer.

:speech_balloon: Why I’m Posting Here:

At this point, I am unable to use content I’ve paid for, and the issue clearly lies with a backend service (likely Tassadar or Battle.net session provisioning).

I’m not asking for in-game help or advice — I’m asking for a real investigation into:

  • Why this account is unable to create a session
  • Why the launcher is returning ERROR_INTERNAL
  • Whether any platform engineers have been assigned to this

:pray: Please:

  • Forward this to a platform support technician or CM if possible
  • Let me know if anyone internally is reviewing this

I just want to use the account I’ve spent years on. I’m not looking to cause trouble — I’ve simply run out of official options.

Thank you for your time.

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The blues dont expidite this or pass it along im not even sure what can be done its odd that ur alts can log in fine just not the one toon usualy this is a UI problem but since u seem to have done a UI reset im not sure what can be done.

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This likely isn’t anything CS can assist with. CS are not developers, nor are they liaison with the development teams.

With that said, have you fully uninstalled the Battle.net app and then reinstalled it? There’s definitely something in the Battle.net Desktop App cache that is throwing a wrench in things.

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This was essentially confirmed-- their first thread was already moved from CS to Tech Support and this thread is likely to meet the same fate, if not locked outright since this thread was also duplicated over there.

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You’ve already have your original thread moved over to Tech Support. This isn’t something Customer Support forums can assist with. If you’re having account related issues, you can also try and submit a support ticket. But nothing can be done here in the Customer Support forums.

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I completely understand how frustrating this can be. I had more than a year of constant disconnection issues and did everything that was suggested.

I had the cable company out several times and was convinced this was a Blizzard problem.

When I finally connected with Tech support they were able to demonstrate that the problem was a breakdown between the cable company and my home. After having Comcast out for a THIRD time (and man, did they try to cancel that appointment), I had someone with experience that determined the cable to my home was so old that it was cracking and needed to be replaced.

I understand that this is not your particular problem. I just wanted you to know I can really understand how you feel.

Unfortunately, my understanding is that access to tech support is more limited now which makes this worse.

I’m sure I am in the minority, but I think it is reasonable to at least come back and ask for further direction or maybe determine if your issue has been escalated. For what I have seen, people aren’t always told when this has been done.

It is also very reasonable to be frustrated if you keep being sent back to the same place that gives you the same advice that you have already completed.

I hope maybe a Blue can give you some advice of where to go next. Good luck.

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I am sorry that you are experiencing this weird issue, Mayoiuta. For clarification, this has already been escalated for further investigation. The last Game Master who replied mentioned it but I think it was a little too subtle to pick up on.

They provided some support articles for troubleshooting, because we always like to give potential troubleshooting steps if we can, and said “We will proceed to investigate further.”.

Sorry if that wasn’t clearer but I did check and they did put in an escalation. I can’t tell you how long that might take, but we’ll likely contact you as soon as we have any additional information.

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Thank you so much for reply! :sob:
This is really a relief to hear.

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