 | Error 395002 with traceroute, pathping and more(1) | Category: Technical SupportApril-29-2015 7:45 PM PDT (10 years ago)  |
| It looks like there are a few of us getting error 395002. There was an error loading the hero. Please try again. (Code 395002) Screenshot http://i.imgur.com/L8o995E.jpg Speedtest http://speedof.me/show.php?img=150429105540-79303.png Network >netsh wlan show inTraceroute: >tracert 12.129.209.68Pathping >pathping 12.129.209.68 | ||
 | Error 395002 with traceroute, pathping and more(2) | April-29-2015 8:04 PM PDT (10 years ago) |
| Blackthorn, Let's try power cycling the connection. Here's a support article with steps on how to do that: Resetting Network Devices If that doesn't work try flushing the DNS. If the issue persists, let's log out of the Battle.net Desktop App and try deleting the Battle.net Cache file to see if that helps. Check out this support article for steps on how to do that: Deleting the Battle.net Cache Folder (PC) Once that is done, test out the game and let me know what happens. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(12) | April-29-2015 8:46 PM PDT (10 years ago) |
| Hey folks, I noticed that you guys mentioned a twitter post saying server issues are resolved. That twitter post was in regards to a different issue. I'm trying to see what might be going on with this particular error, so some more info might help. If possible, please provide the following: -Name of your ISP -City and State that you're connecting from -Time of day this issue started -Name of security software you have installed Let's also download WinMTR. This tool will run a different style of pathping which will hopefully give us a little bit more information about what might be going on with the connection. 1. Download WinMTR 2. Unzip the WinMTR.zip file to the Desktop. 3. Open the WinMTR folder and select the 32 or 64 bit version. Choose whichever one corresponds to your version of Windows. 4. Run the WinMTR.exe 5. Type the IP address you want to trace in the "Host" field. You can find the needed IP address in our "Running A Pathping Test" support article, which mentions all of our IPs used for troubleshooting purposes. 6. Click on "Start" and then launch the game. Once you notice the connection issue, play for about 10 more minutes, minimize the game and click on "Stop". 7. Click on "Copy text to clipboard" and paste the results into your next forum reply. ***If the support article linked above lists more than one IP address for the region you play on, please be sure to run a WinMTR to each IP address. *** ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(13) | April-29-2015 8:48 PM PDT (10 years ago) |
| BTW, we've escalated this issue to have it looked into further. We'll provide an update as soon as one becomes available. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(18) | April-29-2015 8:56 PM PDT (10 years ago) |
| Fdrslegs, Thank you for the update! No problem. Keep in mind that even though the issue has been escalated, having that requested info could still help up pinpoint the cause of this, so please provide that at your earliest convenience. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(20) | April-29-2015 9:01 PM PDT (10 years ago) |
| Hey folks, If you don't want to install WinMTR, you can also provide a tracert and/or pathping report. That way we can at least see the path that the connection is taking to get to us, so that we can see if there are any commonalities. Here's some support articles with instructions on how to run those programs: Running a Trace Route Running a Pathping Test ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(108) | April-30-2015 5:28 PM PDT (10 years ago) |
| tamps, I just tried resetting your account from my end. Can you try logging in again to see if that helped any? ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(109) | April-30-2015 5:31 PM PDT (10 years ago) |
| Hey folks, I apologize for the lack of responses from our end on this issue. I assure you that it's still being looked into. For now, I don't really have too much to share. Though, it seems that this may be account related, so probably something on our end. I'm not seeing any common ISPs or regions being affected by this, so we can go ahead and rule that out. I'll let you guys know if I need any other info. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(111) | April-30-2015 5:35 PM PDT (10 years ago) |
| Blêed, Most definitely. Actually, before I do, can you tell me how long you've been experiencing this error? ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(114) | April-30-2015 5:37 PM PDT (10 years ago) |
| Blêed, OK, your account has been reset. Try it out and let me know right away what happens. If the issue persists, I may need to log into your account from my end to verify some things. I'd get your permission before doing so, though. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(122) | April-30-2015 5:40 PM PDT (10 years ago) |
| Hey folks, I know you'd like for me to try resetting your account as well, but for now I just want to do a couple and see if it helps at all. If it doesn't, there's no point in doing for others. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(125) | April-30-2015 5:43 PM PDT (10 years ago) |
| Blêed, still same error code man. and you have my permission to do whatever you need to do I looked over your account and the only thing that I'll need to do is change your password so that I can gain access. Once I'm done testing, I'll send you a forced password reset, so that you can change your password back to anything you like without me knowing what it is. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(127) | April-30-2015 5:44 PM PDT (10 years ago) |
| Blêed, youve got my permission to log onto the account Thanks, I'll post here and send you an email when I'm done. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(129) | April-30-2015 5:49 PM PDT (10 years ago) |
| Blêed, I attempted to log in and received the same error, so it does appear to be account related. I'll continue working on this to see what I can figure out. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(134) | April-30-2015 6:00 PM PDT (10 years ago) |
| Hey folks, Thanks for the permission. For now, I'm still working on the first account and may only need that one. However, if I do need to log into any other accounts, I'll let you know. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(139) | April-30-2015 6:27 PM PDT (10 years ago) |
| Jack, @ Dankorii What you alone can do man? So many accounts are with these problem, where are the blizzard people to do some massive operation? I'm not going to be able to fix the accounts myself. I'm just gathering info that'll help others with the investigation. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(140) | April-30-2015 6:28 PM PDT (10 years ago) |
| Blêed, I'm not done yet, but should be soon. I'll let you know. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(142) | April-30-2015 6:38 PM PDT (10 years ago) |
| Blêed, I was not able to fix the error, but I was able to gather some info to forward to the people looking into this issue. I have emailed you the password reset so that you can go ahead and change your password when you get the chance. As part of the troubleshooting, I logged into the EU servers and created a "test" toon. Feel free to delete that toon at any time. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(146) | April-30-2015 6:41 PM PDT (10 years ago) |
| Meanwi, Hope our characters are not corrupted beyond repairs :-( Don't worry, the characters are fine. It's just getting to them that's the issue =/ ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
 | Error 395002 with traceroute, pathping and more(192) | May-1-2015 10:59 AM PDT (10 years ago) |
| Dankorii is off today and won't be back in until next Monday. He's asked me to check up on this issue while he's out and from what I can tell, thanks to the information he was collecting last night from users in this thread, the engineers were able to locate the source of the problem and resolve it. They've also taken steps that should prevent it from happening again to the degree it lasted this time. The error may still happen as it's there for a reason, to indicate a particular condition of a game account, but the longevity shouldn't have lasted as long. ______________________________________________________________ I'm available in the forums Tuesday - Thursday 6:30 am - 3:30 pm Pacific Time, Friday 11 am - 8 pm Pacific Time ,Saturday 10 am - 7 pm Pacific Time Feedback? - https://www.surveymonkey.com/s/Omrakos | ||
| Error 395002 with traceroute, pathping and more(196) | May-4-2015 2:05 PM PDT (10 years ago) |
| BobZ, Those timeouts are normal. Once the connection reaches our servers, any servers after that point are set up to not return ping requests. This is done for security/privacy reasons. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
| Error 395002 with traceroute, pathping and more(197) | May-4-2015 2:06 PM PDT (10 years ago) |
| Hey folks, I'm glad to see that this issue is now resolved. I'm going to go ahead and lock this thread now, but please don't hesitate to start a new thread if anything changes. ______________________________________________________ I'm available Sunday through Thursday from 11AM to 8PM Pacific Time Support Contact Information Got some feedback? | ||
