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FAQ Troubleshooting

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Sébastien Tromp edited this page May 29, 2024 · 52 revisions

Checklist

  • If the game experience some stuttering / "choppy" animations while Firestone is running, you can try capping the game's FPS.
    • To do so, edit the options.txt file in %localappdata%\Blizzard\Hearthstone and change / add the targetframerate=60 to something lower (I use 60, others use 140 with success as well)
  • (Especially after a new patch) Close HS, close Firestone, restart Firestone, restart HS. This will force the app update (updating while the game is running does not always work well)
  • Check that the Overwolf overlay is enabled: https://support.overwolf.com/support/solutions/articles/9000178795-overwolf-game-settings
  • Run Firestone as admin (you'll have to close Overwolf and reopen it afterwards)
  • Check (while HS is running) whether you have a Decks.log file in your /Logs/Hearthstone_XXX directory. If not, reboot HS
  • Check if you can access https://static.zerotoheroes.com/hearthstone/jsoncards/cards_enUS.json from your browser. If not, this means that there is an issue with your router / ISP / VPN that blocks access to AWS. Parental control is also known cause for this issue. IMPORTANT: this seems to be a more a more prevalent cause of issue recently, so please check your parental control settings (also with your ISP), and whitelist https://static.zerotoheroes.com and https://static.firestoneapp.com
  • Check if you can launch Firestone on the desktop (meaning when HS is not running). If nothing happens, please create a log zip and send it to me manually (on Discord for instance). See https://support.overwolf.com/en/support/solutions/articles/9000176827-how-to-get-your-overwolf-logs
  • If you can't see some widgets (e.g. you can't see your tracker, but can see the turn at which cards have been drawn in the opponent's hand), it's possible that they have moved off-screen. You can reset (all) widget positions using this button in the settings:

  • It has been found out that DirectX 12 can interfere with the overlay rendering. Try to disable it to see if it improves the situation (TODO: detailed instructions needed)

  • If Firestone is flashing / blinking, it could be an issue with a new Lenovo app called LegionZone. Try deactivating it to see if it solve the issue.

  • Check that your in-game clock indicates the correct time. This can happen if your system time is not configured properly, typically the "Adjust for daylight saving time automatically" option is deactivated

  • If everything fails, and if your game is installed under C:\Program Files or C:\Program Files (x86), try moving the game to another folder. These folders are protected and might cause some issue when the app tries to read the game's information

Memory Reading Error / Run as admin

The "Memory reading" error occurs when the app doesn't have the rights to access the game client's memory. Usually this is caused by issues with permissions / rights (and so running it as admin usually solves it).

A bit more details on all the steps needed to run as admin:

  • Close HS
  • Close Overwolf
  • Change Firestone and/or Overwolf shortcuts to "run as admin" image
    • Overwolf.exe and OverwolfLauncher.exe should be run as admin
    • You can also active the "apply to all users" button
  • Restart Overwolf (some users had to restart their full computer)
  • Then you can restart HS
  • If it still doesn't work (even after a full computer restart), check if Hearthstone itself is running as admin. If it is, try to run it without admin privileges.
  • If you're still having issues, you can try to grant all permissions in that screen: image

Other things to try if you have the "Memory reading" error

  • You can also try to run sfc /scannow in a command prompt, as this has solved the issue for at least 2 players
  • "Manually ending all processes related to hearthstone, bnet, overwolf, firestone, etc and then relaunching hs and firestone seems to have fixed it. A regular restart of hearthstone and overwolf/firestone via the system tray didn't"

Check if the app is running as admin

  1. Open the Task Manager (Ctrl + Shift + Esc), the go to the Details tab. Right click on the header bar and click on Select Columns

image

  1. Make sure that the Elevated column is checked

image

  1. Now navigate to the Firestone entry in the list. If Firestone is running as admin, it should say Yes in the related Elevated column (which is not the case for me in the screenshot)

image

Other more specific issues

Virgin media, Web Safe

If you're using Virgin Media to connect (at least from the UK), it looks like "Virgin media child safe" could prevent access to some data that Firestone needs to work. I have no idea why that is so, but deactivating it seems to solve the issue.

There have been other similar issues with Web Safe, and adding an exception for static.zerotoheroes.com seems to do the trick.

Other things to try

From another user who had the same issue:

None of the things you listed were an issue, but my partner figured out what was wrong and I wanted to send it to you to help others with the same issue if all other things do not work. He had me change network adapter DNS settings to Google's DNS [Primary 8.8.8.8 and Secondary 8.8.4.4].

More detailed instructions:

  1. Control Panel\Network and Internet\Network Connections
  2. Right Click on the type of connection you use
  3. Find "Internet Protocol Version 4 (TCP/IPv4)" under "This connection uses the following items"
  4. Click Properties
  5. Select Use the following DNS Server
  6. Set to 8.8.8.8 (Google)
  7. Close and open Firestone.
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