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Kudos0

Battle.net Update Agent

Posted: 10-Jan-2023 | 4:57AM · 3 Replies ·

Hi All,

I've recently come across a problem with Blizzards - Battle.net Update Agent. Basically, Norton is stopping the program from waking, checking for updates, and then allowing the Battle.net App from Launching.

I trouble shot with Blizzard Tech Support, I provided them with all the logs they requested, tried various suggestions, but the only thing that fixed the problem was Uninstalling Norton. Adding the Updater to exceptions did nothing, temporarily disabling Norton also did nothing, the only way I get the Blizzard Agent to work is to uninstall Norton. It then works for a week, until they do their weekly game maintenance and then it fails again. I then have to uninstall Norton, launch the Blizzard Agent, let it check for updates, and then I can reinstall Norton........all so I can play World of Warcraft, Diablo 3 or Star Craft 2.

This is really starting to get painful, having to go through this entire process each week. I've still got 4 months left on my Subscription, and I'd already purchased another 12 month key on sale during the Black Friday Sales. So I really don't want to have to waste the money I've spent, but going through the whole routine each week is just giving me the shites.

Any help would be greatly appreciated

Norton 360 on Windows 11

Buncey

File Attachment: 
Image icon Screenshot_20221211_081731.png

Replies

Kudos0

Re: Battle.net Update Agent

Posted: 10-Jan-2023 | 8:49AM · Edited: 10-Jan-2023 | 8:49AM · Permalink

Hello. What does your Norton history indicate? Are there entries saying Norton is in fact blocking this? Does resetting the Norton firewall correct the issue? 

Are there any indications from Windows that may give some clues as to what the issue is regarding Windows? Have you reviewed the event viewer in system settings for possible error codes?

FYI!! The exact code and issue you are seeing is listed in these articles? Have you read prior to now?

https://us.battle.net/support/en/article/16531

https://us.forums.blizzard.com/en/blizzard/t/blizzard-agent-went-to-slee...

SA

MS Certified Professional / Windows 11 Home 22H2 x 64 build 22621.1265 - Windows 10 Pro x 64 version 22H2 / build 19045.2673 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.1.21 / Opera GX LVL4 (core: 96.0.4693.59) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: Battle.net Update Agent

Posted: 11-Jan-2023 | 4:54AM · Permalink

Yes I followed all of Blizzard suggestions in their articles, which is why I knew to provide them with the correct logs to help me work through it. Following help from Blizz Tech support, the only thing that fixed my problem was uninstalling Norton, as I mentioned above.

First of all, thanks for providing your system files and a list of steps you have tried! This definitely helps speed up the troubleshooting process.

At the moment, there aren't any known problems causing this for Windows 11 specifically and these problems can happen for several different reasons and can be difficult to pin down.

The most common cause for these issues though is background programs like security software preventing the app from connecting or the games from launching. I noticed you have Norton so let's try adding the Blizzard app and game folders as an exception in Norton:
https://www.lifewire.com/exclude-files-from-norton-antivirus-scans-153348

If that doesn't help, try uninstalling Norton temporarily then restart the PC. You can always reinstall Norton again afterwards once this is resolved:
https://support.norton.com/sp/en/us/home/current/solutions/v15972972?client=norton&site=nrtn_en_US

If this persists, please email the Blizzard app error logs to techinfo@blizzard.com with US88941759 in the subject line:
https://us.battle.net/support/en/article/28923

Kudos0

Re: Battle.net Update Agent

Posted: 12-Jan-2023 | 11:33AM · Permalink

Questions from my previous post:

What does your Norton history indicate? Are there entries saying Norton is in fact blocking this? Does resetting the Norton firewall correct the issue? 

Are there any indications from Windows that may give some clues as to what the issue is regarding Windows? Have you reviewed the Windows event viewer in system settings for possible error codes?

Your screenshot doesn't show Norton nor Windows alerting you. Have you tried this solution? 

https://www.reddit.com/r/Blizzard/comments/uvfh9b/fix_battlenet_agent_we...

SA

MS Certified Professional / Windows 11 Home 22H2 x 64 build 22621.1265 - Windows 10 Pro x 64 version 22H2 / build 19045.2673 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.1.21 / Opera GX LVL4 (core: 96.0.4693.59) 64 bit-Early Access w/Norton Chrome Extensions

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