Diablo® III

[Mac] Common 1.0.6 Errors and Troubleshooting

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Support Forum Agent
Hey there Mac Community!

This thread will be dedicated to some of the common technical issues that are being reported for Diablo III. If you do not see your issue being an common issue, check our Known Issues sticky prior to making a new thread for your topic.

This list is a living document, and may change over time, so please check back from time to time for updates.
Edited by Machkhan on 10/21/2012 2:28 PM PDT
Support Forum Agent
1. "An internal error has occurred, please restart"

Symptoms
    When starting up the Diablo III Launcher, the error:
    An internal error has occurred, please restart. If problems persists, please contact customer support.

Issue
    Diablo III Launcher.app is unable to find the Diablo III.app game itself. This tends to happen when:
  • Diablo III Launcher.app has been moved to the desktop in order to create a shortcut
  • Diablo III.app is missing from the game directory

Resolution
Edited by Machkhan on 10/21/2012 1:51 PM PDT
Support Forum Agent
2. Diablo III freezes on the Diablo III loading splash screen (Diablo skull) after hitting Play on the Launcher.

Symptoms
    After loading up the Diablo III Launcher and hitting play, you may get stuck on the Diablo III loading splash page, and the application will hang there. At this point you are forced to force quit the application.

Issue
    This is still under investigation, but seems to indicate a corrupted Diablo III.mfil manifest file.

Resolution
    Delete the Diablo III.mfil file located in /Applications/Diablo III directory and relaunch the launcher.
Support Forum Agent
3. "ERROR: The file ‘/Applications/Diablo III/Updates/d3-0-xxxx-OSX-final.MPQ’appears to be corrupt.”

Symptoms
    When attempting to patch into Diablo III, you receive the following error:
    ERROR: The file ‘/Applications/Diablo III/Updates/d3-0-xxxx-OSX-final.MPQ’appears to be corrupt. You may need to download this file again.

Issue
    The file was corrupted upon download.

Resolution
Support Forum Agent
4. Various Launcher Issues

Symptoms
  • Blizzard Agent process does not close properly after exiting the game.
  • Patch looping (the game indicates there is a patch available, but you already downloaded this patch)
  • Play button is grayed out.
  • Stuck on Initializing, please wait....
  • General patching issues which prevent the game from updating properly.

Issue
    This might be due to an issue with the Battle.net tools used for updating/patching/launching the game.

Resolution
Support Forum Agent
5. Diablo III randomly crash when certain sounds/actions are occurring (socketing gems, opening chests, etc)

Symptoms
    Diablo III crashes and presents an error report ID to send to Blizzard when certain actions/sounds happen in the game. Some of the more common actions/sounds that cause this issue to happen are:
  • Sounds from when you socket a gem
  • Open a chest
  • Break open objects
  • and other misc similar actions

Issue
    This can often indicate a corrupted cache or sound cache file.

Resolution
    Rebuild the Diablo III cache to see if this resolve the issue:

    Rebuild the Diablo III Cache
      1. Navigate to /Applications/Diablo III/Data_D3/PC/MPQs and delete the Cache folder.
      2. Then, navigate to Users/Shared/Battle.net/Agent and delete the Agent.db file.
      3. Run the Diablo III Launcher and let the game update it's files.
      4. Press Play when you see Game is up to date

    If this does not work, please follow the other crash troubleshooting steps located on our crash troubleshooting steps article: http://us.battle.net/support/en/article/diablo-iii-lockups-and-crash-troubleshooting-mac
Support Forum Agent
6. The resolution list in-game isn't detecting the native resolution of the display or you are unable to select a resolution higher than 800x600.

Symptoms
    After launching Diablo III, you may experience the following:
  • In-game resolutions is not detecting the native resolution (highest) of your display
  • Unable to select an in-game resolution higher than 800x600

Issue
    In 1.0.5, the display mode was updated to mirror the display mode changes in WoW to resolve a number of bugs relating to display modes.

    Some users who are using VGA adapters for displays may have this issue, as OS X is not able to properly detect the resolution. Some HDMI/Dual-link DVI adapters may have this issue as well, which is currently being investigated.

Resolution/Workaround
    You can revert to the old display mode by typing in the following command in Terminal (/Applications/Utilities) when the game is closed:
    defaults write com.blizzard.diablo3 DesktopModeIsDefault 1
    To revert back to the new display mode, type:
    defaults delete com.blizzard.diablo3 DesktopModeIsDefault
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