[2019] Can't Purchase Gems

Hey there everyone!

I’d love to get some additional help in trouble shooting this issue!

@Vorphea - Would you mind seeing if switching display modes between Windowed, Windowed (Fullscreen), or Fullscreen causes any change in what you are seeing? Additionally, are there any other in-game browser that are not displaying properly. You can test this by going to the Ranked tab under Play and clicking on the Leaderboards.

@Grobster - Would you be able to do us a favor and email us some log files? You can find those files in your Documents at this directory Heroes of the Storm\Support\BlizzardBrowser\logs. You can follow the steps listed in the thread at the top of this forum called BUG ATTACHMENT GUIDELINES

Thanks a lot for your help!

Hey everyone!

If you are experiencing this issue, it’d greatly help us to collect some logs from your machines.

1. Navigate to the Heroes of the Storm\Support\BlizzardBrowser\logs folder on your machine.
2. Grab a couple of the log files from the past few times you logged on and saw this issue.
3. Using the thread pinned at the top of the forum, send us those logs to [email protected]

These logs will greatly help us identify exactly what is happening to you all so we can fix this for you!

Thanks so much for your help!
Huginncord

Hello again everyone!

Thanks for sending in those logs!

We identified a loading icon issue in the initial purchase window and released a hotfix on 8/14 in the Heroes 47.1 patch.

This fix uncovered a new issue where the purchasing window fails to load. We are currently testing a potential fix for this issue and hope to release it as soon as we can.

Thanks for your patience, and apologies for the inconvenience!

Thank you,
Huginncord

Hello everyone.

Thank you again for your patience on this matter. We have identified 3 separate issues that has caused the black screen rendering issue on the Gem purchase dialog. We’re currently testing the fix and it will be released with the upcoming major patch.

Once the patch goes out, I would really appreciate if you leave any feedback so that we can further assist you.

Thank you,
Juno

Thank you for your patience, Zaxter. We’re testing another fix for the scene browser that the purchase dialog is dependent on. If testing goes well, we should be able to deliver this along with the next balance patch. Please keep us updated.

Hey there Morgishmorgi,

Would you mind sending us the log files from

C:\Program Files (x86)\Heroes of the Storm\Support\BlizzardBrowser\logs

You can send this to me by following the steps on this thread. Any screenshots of what you are seeing could be a big help for our engineers too!

Did you try the recommendation from Serby above regarding your firewall?