Game stuck

Technical Support
The game is stuck at the first loading screen
Hi.
Follow the steps mentioned in this article:
https://eu.battle.net/support/en/article/99037
including the advanced troubleshooting.
Hey sh4dow,

In addition to the steps linked by Raxr above, give the steps in the Hearthstone Stuck on Title Screen Support article a go as well (if you are still having trouble).
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https://www.surveymonkey.com/r/Nenyasqi
I followed all the steps listed above and i still have the same problem
Hello GreenGuy,

Could you please add here a link to your DxDiag and MSInfo files? (System Report if you're using a Mac). You'll find detailed instructions here, and you can upload your files to Pastebin, or to another similar website of your choice.

Note: if you're using Windows and have Windows Defender installed, try disabling the real-time protection and see if it helps.

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I have the same problem for over 2 days now and tried everything Nenyasqi said. It also not possible for me to see the extra info about how to get the DxDiag and MSInfo
09/02/2019 20:56Posted by BoobyTrap
tried everything Nenyasqi said
If you are using Windows Defender, make sure you disable real-time protection!
09/02/2019 20:56Posted by BoobyTrap
It also not possible for me to see the extra info about how to get the DxDiag and MSInfo
What do you mean? The support article Neny provided can be opened but the one containing instructions to obtain diagnostic files gives an error? If that's the case, please let us know what error you get, so we can have a look!

As for the files, please follow the steps below! :)

MSInfo
    1. Press Windows Key + R.
    2. Type MSInfo32 and press Enter.
    3. In the System Information window, click System Summary, File, then Export.
    4. When the Export As window appears, choose Desktop.
    5. Name the file "MSInfo" and click Save.


If the file is too big to upload it on Pastebing, the very last category (Windows Errors) might be too big. To reduce the size of the file:

    1. Open the saved MSInfo file.
    2. Press Ctrl + F and search for [Windows Error Reporting].
    3. Delete everything after the first ten lines of [Windows Error Reporting].
    4. Save the file.

DxDiag
    1. Press Windows Key + R.
    2. Type DxDiag and press Enter.
    3. In the DxDiag window, click Save All Information.
    4. Name the file "dxdiag" and click Save.


[Mac] System Profiler Report
    1. Open the Apple menu and select About This Mac.
    2. Click on System Report.
    3. Click File and Save to your desktop.


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MSInfo https://pastebin.com/2EUxLbZW

DxDiag https://pastebin.com/9Nte7MGM

Hope this help to find what the problem is
12/02/2019 14:24Posted by BoobyTrap
MSInfo https://pastebin.com/2EUxLbZW

DxDiag https://pastebin.com/9Nte7MGM

Hope this help to find what the problem is

Hello BoobyTrap,

Your MSInfo file is incomplete and missing quite a big chunk. However, I would like to recommend you an update of your system drivers. Your GPU drivers, for example, are quite old. Your system is running with 388.13 version - it was released in 2017, if I recall correctly. The most recent version for your video card should be 418.91, released a few days ago.

Additionally, please make sure Game DVR is disabled.

Hope this will help you, but should you experience further issues, please add a complete MSInfo file. :)

Thank you!

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