Character names stored on Battle Net are being loaded with ALL CAPS. This has changed as of the recent Battle Net server maintenance performed yesterday, March 29.
Due to the Battle Net character name incorrectly being displayed or loaded with ALL CAPS, the game can not find the correct CTLO or KEYO files.
For instance, with a character name of “Player”, the correct filename for a controller configuration file would be “Player.ctlo”. Unfortunately, Battle Net believes the character’s name is now “PLAYER” and thus at load time, the game will look for the file “PLAYER.ctlo” or “PLAYER.keyo” which will NOT exist.
I have tested this by creating a NEW character named “TESTER”. The customization files work CORRECTLY since the character name, on Battle Net AND the local system are both UPPER CASE already, so the current issue of Battle Net applying UPPER CASE to the character name is circumvented.
Again, the issue appears to only affect those Battle Net accounts that have Lower Case characters in their character names. Any character names that are entirely UPPER CASE do not appear to be affected by this issue.