Can't install Blizzard Launcher

  • Hey all,

    After the recent Windows 10 features update (very large update, many reboots involved) I can't launch Diablo 3 or the Blizzard Launcher. When launching Diablo I get "Data Retrieval Error. Diablo III was unable to retrieve necessary data. Please check your network connection". This wasn't an issue before the update.

    Now in addition to that, I can't get the Blizzard launcher to reinstall, and now it's broken. When I try to install it I get error BLZBNTBTS00000051. I've followed all available troubleshooting steps listed.
    Tracing route to 24.105.30.129 over a maximum of 30 hops

    0 computername.domain [xxx.xxx.xxx.xxx]
    1 229.9.113.208.static.addr.dsl4u.ca [208.113.9.229]
    2 66.121.244.173.static.addr.dsl4u.ca [173.244.121.66]
    3 77.62.113.208.static.addr.dsl4u.ca [208.113.62.77]
    4 ge0-2.v230.ces02.eg.tor1.dsl4u.ca [208.113.62.163]
    5 ae0.v110.bb01.cr.tor1.dsl4u.ca [206.108.190.3]
    6 te0-7-0-5.ccr22.yyz02.atlas.cogentco.com [38.88.240.65]
    7 be2994.ccr22.cle04.atlas.cogentco.com [154.54.31.233]
    8 be2718.ccr42.ord01.atlas.cogentco.com [154.54.7.129]
    9 be2766.ccr41.ord03.atlas.cogentco.com [154.54.46.178]
    10 38.104.102.29
    11 37.244.1.35
    12 * * *
    Computing statistics for 275 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 computername.domain [xxx.xxx.xxx.xxx]
    3/ 100 = 3% |
    1 2ms 4/ 100 = 4% 1/ 100 = 1% 229.9.113.208.static.addr.dsl4u.ca [208.113.9.229]
    0/ 100 = 0% |
    2 10ms 4/ 100 = 4% 1/ 100 = 1% 66.121.244.173.static.addr.dsl4u.ca [173.244.121.66]
    0/ 100 = 0% |
    3 10ms 4/ 100 = 4% 1/ 100 = 1% 77.62.113.208.static.addr.dsl4u.ca [208.113.62.77]
    0/ 100 = 0% |
    4 48ms 3/ 100 = 3% 0/ 100 = 0% ge0-2.v230.ces02.eg.tor1.dsl4u.ca [208.113.62.163]
    0/ 100 = 0% |
    5 47ms 3/ 100 = 3% 0/ 100 = 0% ae0.v110.bb01.cr.tor1.dsl4u.ca [206.108.190.3]
    0/ 100 = 0% |
    6 43ms 3/ 100 = 3% 0/ 100 = 0% te0-7-0-5.ccr22.yyz02.atlas.cogentco.com [38.88.240.65]
    0/ 100 = 0% |
    7 --- 100/ 100 =100% 97/ 100 = 97% be2994.ccr22.cle04.atlas.cogentco.com [154.54.31.233]
    0/ 100 = 0% |
    8 --- 100/ 100 =100% 97/ 100 = 97% be2718.ccr42.ord01.atlas.cogentco.com [154.54.7.129]
    0/ 100 = 0% |
    9 51ms 3/ 100 = 3% 0/ 100 = 0% be2766.ccr41.ord03.atlas.cogentco.com [154.54.46.178]
    0/ 100 = 0% |
    10 --- 100/ 100 =100% 97/ 100 = 97% 38.104.102.29
    0/ 100 = 0% |
    11 44ms 3/ 100 = 3% 0/ 100 = 0% 37.244.1.35

    Trace complete.
  • Hey there

    So the error you are seeing indicates the installation files are getting corrupted. The connection test you show corroborates that as you are getting data loss starting within your own network. You likely have a network issue or an issue with something on the system that is corrupting the installers. Please try the following to improve the connection and then some additional steps I am including to cleanly replace the desktop application:

    Flush your DNS Settings.

    Try doing an extended power cycle on your system. Turn off all devices including the modem. Wait 20 minutes, turn on the modem, wait 5 minutes, turn on any network devices, wait 2 minutes, turn on your computer and try the game.

    You can try switching your DNS settings to use Google's free public DNS servers instead of your ISPs Servers.

    For testing purposes to rule out a potential router issue, please temporarily bypass the router and plug directly into your modem. We only need to do this to test the simplest possible setup and see if the issue is affected in any way so you do not need to keep this setup once we are done troubleshooting.

    If you are using a wireless connection, we ask that (just for testing) you try a wired connection directly to the router or modem. This will allow us to troubleshoot without the worry about interference and instability that is inherent with wireless connections. Once troubleshooting has been completed you can go back to wireless if you want.

    Perform Steps 1-5 of this article.

    Do not reinstall yet but follow these additional steps:

    1. Open file explorer/file manager
    2. Type the following into the address bar (not the search bar: %APPDATA%
    3. Delete the Bnet and blizzard folders inside the appdata folder if they exist.
    4. Repeat steps 2 and 3 with %LOCALAPPDATA% and %TEMP%
    5. Empty the recycle bin.

    Now reinstall the app to the C: Drive and have it relocate your games.
  • If the steps I mentioned above don't help your connection, I recommend talking to your ISP for assistance. I recommend making sure you speak with some one that can read and interpret connection test data like a pathping/traceroute/winmtr and who would be willing to look at the tests you ran as opposed to relying on their internal tests which won't measure the same thing.