# Technical Support

Basic Setup Troubleshooting Greetings, This thread is designed to help you troubleshoot and resolve installation, patching and connection related type issues. We recommend taking all the steps below before creating a post or contacting Technical Support. Additionally, we recommend checking out our Known Issues sticky (Coming Soon) to make sure you are not running into an issue that has already been reported. 1. Downloading 2. Installing/Patching 3. ConnectingRoraks3
Patching and Installation Troubleshooting Patching and installation issues are some of the more common issues that we come across in the Tech Support Forums. This thread will highlight some troubleshooting steps that have been proven to resolve most of the patching and installation issues that you as a player may encounter. Most of the support articles linked below will include steps for both, Windows and Mac systems. However, if you require further assistance with a Mac Installation or Patching issue that has not been mentioned in this sticky thread, you will want to post in our Mac Technical Support Forum. Installation Troubleshooting Steps Patch Troubleshooting StepsDankorii2
8/6 Bell Canada latency issues Getting lots of lag out of nowhere today - was fine last night. ISP is Bell Canada Tracing route to 12.129.222.10 over a maximum of 30 hops 0 Chris-PC.home [192.168.2.58] 1 SAGEMCOM [192.168.2.1] 2 bas6-kingston08_lo0_SYMP.net.bell.ca [64.230.8.117] 3 dis7-kingston08_8-2-0_100.net.bell.ca [64.230.101.238] 4 core1-kingston08_8-0.net.bell.ca [64.230.165.97] 5 tcore4-toronto63_hu2-4-0-2.net.bell.ca [64.230.51.5] 6 newcore2-chicago23_so1-0-0.net.bell.ca [64.230.147.170] 7 bx5-chicagodt_xe0-1-0_0 [64.230.186.255] 8 12.249.212.9 9 cr1.cgcil.ip.att.net [12.122.99.22] 10 12.123.251.21 11 * * * Computing statistics for 250 seconds... Source to Here This Node/Link Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address 0 Chris-PC.home [192.168.2.58] 0/ 100 = 0% | 1 0ms 0/ 100 = 0% 0/ 100 = 0% SAGEMCOM [192.168.2.1] 0/ 100 = 0% | 2 11ms 0/ 100 = 0% 0/ 100 = 0% bas6-kingston08_lo0_SYMP.net.bell.ca [64.230.8.117] 0/ 100 = 0% | 3 9ms 0/ 100 = 0% 0/ 100 = 0% dis7-kingston08_8-2-0_100.net.bell.ca [64.230.101.238] 0/ 100 = 0% | 4 17ms 0/ 100 = 0% 0/ 100 = 0% core1-kingston08_8-0.net.bell.ca [64.230.165.97] 0/ 100 = 0% | 5 18ms 0/ 100 = 0% 0/ 100 = 0% tcore4-toronto63_hu2-4-0-2.net.bell.ca [64.230.51.5] 0/ 100 = 0% | 6 25ms 0/ 100 = 0% 0/ 100 = 0% newcore2-chicago23_so1-0-0.net.bell.ca [64.230.147.170] 0/ 100 = 0% | 7 32ms 0/ 100 = 0% 0/ 100 = 0% bx5-chicagodt_xe0-1-0_0 [64.230.186.255] 0/ 100 = 0% | 8 72ms 0/ 100 = 0% 0/ 100 = 0% 12.249.212.9 100/ 100 =100% | 9 --- 100/ 100 =100% 0/ 100 = 0% cr1.cgcil.ip.att.net [12.122.99.22] 0/ 100 = 0% | 10 --- 100/ 100 =100% 0/ 100 = 0% 12.123.251.21 Trace complete. Tracing route to 12.129.222.10 over a maximum of 30 hops 1 <1 ms <1 ms <1 ms SAGEMCOM [192.168.2.1] 2 10 ms 10 ms 9 ms bas6-kingston08_lo0_SYMP.net.bell.ca [64.230.8.117] 3 10 ms 9 ms 9 ms dis7-kingston08_8-2-0_100.net.bell.ca [64.230.101.238] 4 28 ms 26 ms 24 ms core1-kingston08_8-0.net.bell.ca [64.230.165.97] 5 27 ms 30 ms 33 ms tcore4-toronto63_hu2-4-0-2.net.bell.ca [64.230.51.5] 6 27 ms 23 ms 23 ms newcore2-chicago23_so1-0-0.net.bell.ca [64.230.147.170] 7 172 ms 65 ms 23 ms bx5-chicagodt_xe3-1-0-0.net.bell.ca [64.230.186.246] 8 23 ms 24 ms 23 ms 12.249.212.9 9 27 ms 23 ms 29 ms cr1.cgcil.ip.att.net [12.122.99.22] 10 25 ms 25 ms 25 ms 12.123.251.21 11 * * * Request timed out. 12 * * * Request timed out. 13 * * * Request timed out. 14 * * * Request timed out. 15 * * * Request timed out.Scuze386
Error 74 for my GFs account, same issue with wow. Is the global login server down or something? Requsting a blueDonavan29
Windows 10 Anniversary Update and Game Crashing Updated Oct 24th, 2016 We have been receiving reports of freezing/crashing after the Windows 10 Anniversary update which appear related to the Game DVR in Windows 10. We have seen that either deleting the D3Prefs.txt file or changing the Diablo III refresh rate variable to 60 or 59 will help stop these crashes Delete the D3Prefs.txt file 1) Close Diablo III and open the Documents folder in Windows. 2) Open the Diablo III folder in Documents folder. 3) Delete the D3Prefs.txt file. or Change the DisplayModeRefreshRate variable 1) Close Diablo III and open the Documents folder in Windows. 2) Open the Diablo III folder in Documents folder. 3) Open the D3Prefs.txt file with notepad. 4) Change the DisplayModeRefreshRate variable to DisplayModeRefreshRate "60" or DisplayModeRefreshRate "59" 5) Save the D3Prefs.txt file. If the steps above did not stop the crashes please try the steps below. Turn off extended Fullscreen Exclusive (eFSE): Open the Game bar by pressing Win+G when the game launches. Select the settings cog. Uncheck the box labeled "Show Game bar when I play full-screen games Microsoft has verified." Restart Diablo III. If the above does not resolve the issue, you can disable the Game DVR entirely via the following: Search for "Xbox" and open the Xbox app (You will need to log into your Microsoft Account.) Once open, click on the settings option on the left (Cog Wheel). Click the slider for the game DVR to turn if off. If disabling the game DVR does not resolve the issue, please ensure that your graphics drivers are up to date: NVIDIA video cards AMD video cards Intel video cards Note: if you are impacted by the issue above, we are looking for examples as we investigate the root cause of the problem. Please post a DxDiag file, using the code blocks button </> to enclose the information in a window, like this: DxDiag here Jagowoshi75
AMD - Desolate Sands crashing The older sticky post we had up for this topic has been removed for the time being as it was advising an unsupported workaround of inserting older driver files into the Diablo III game folder to prevent crashing in certain areas of the game. It now appears that doing so is causing another problem for users who've updated to AMD's new Crimson Edition drivers, prompting the need for those older files to be removed. If you currently use an AMD video card able to use the newer Crimson Edition drivers (currently release 16.8.1), we encourage you to do so as the crashing issue should be fixed with them. If you have a legacy card not supporting the use of the newer drivers, you have the option of using the 16.x Beta Crimson Edition drivers. Note that AMD states "This driver is provided "as is"​ and will not be supported with further updates, upgrades or bug fixes." Please note that this is just for the issue of the game crashing when entering the Desolate Sands area primarily. It is not for another issue we're seeing where the game will suddenly "black" out while the user continues to hear the game sounds in the background. That particular problem is not brand specific, happening to Nvidia and AMD users alike.Omrakos0
AMD - Desolate Sands crashing The older sticky post we had up for this topic has been removed for the time being as it was advising an unsupported workaround of inserting older driver files into the Diablo III game folder to prevent crashing in certain areas of the game. It now appears that doing so is causing another problem for users who've updated to AMD's new Crimson Edition drivers, prompting the need for those older files to be removed. If you currently use an AMD video card able to use the newer Crimson Edition drivers (currently release 16.8.1), we encourage you to do so as the crashing issue should be fixed with them. If you have a legacy card not supporting the use of the newer drivers, you have the option of using the 16.x Beta Crimson Edition drivers. Note that AMD states "This driver is provided "as is"​ and will not be supported with further updates, upgrades or bug fixes." Please note that this is just for the issue of the game crashing when entering the Desolate Sands area primarily. It is not for another issue we're seeing where the game will suddenly "black" out while the user continues to hear the game sounds in the background. That particular problem is not brand specific, happening to Nvidia and AMD users alike.Omrakos0
Application encountered an unexpected error So Diablo 3 has been running reasonably fine for years, occasional rubber banding or drop outs aside. Went to fire it up today and got the following; 87509E62-DE08-479C-802B-49578389A0FF This happens when I press "Play" it shows the ROS splash screen, goes to load the game then crashes back to desktop with the above error. I followed a few blue posts and tried things such as: - scan and repair - reset in game settings - delete battle.net Program Data file from windows Still getting the same error (although the code changes each time). I don't have discord overlay, drivers up to date and running Windows 10 with a cable connectionChaz8
1h Graphic card suggestions I currently have an AMD Radeon HD 5700 and the game is completely unplayable. Iam done trying hot fixes, I tried every suggestion in these forums and on reddit. Nothing works, and it's pretty clear that neither AMD or Blizzard are going to even attempt to fix the issue, so I'm just going to buy a new graphics card all together. Can someone suggest a NON AMD product that actually works with D3 that is in the $150 to$200 range? ThanksMrZoggy0
4h Died in Greater Rift no rez clickable banners just what it says, I was playing in a greater rift and died, I never got a timer or rez banner, and even after allies clicked on my grave marker I still never got a rez click banner on my screen and we ended up failing the grift, kinda annoying I guess I'll restart my game and hope that fixes itZzAfterburnr1
4h Unable to rez in Grift Midway through a greater rift (was going for a new record too) i was killed, and without the death animation occurring, i was at 0 hp, unable to move or rez, while the timer continued, the only option left for me was to log out. Has anyone else experienced this? It's awfully frustrating to lose the rift stone and the loot too regardless of beating a personal best :( Earlier tonight, i had just finished a greater rift too, and after looting got a disconnected error, usually this wouldnt be a problem, but for some reason, my character had been rolled back to before the rift, only my rift stone was gone too.Mokjin2
4h Game Freezing on Start Up Hello, Has this happened to anyone since the last update? My game keeps freezing/crashing on the authentication server page. It completely freezes the computer. I can not alt-tab out of the screen, I just need to restart the computer by holding the on/off button on my lap top. I have checked all the ways suggested by the mod in the EU help topic started by ackhie, except for re-installing the game or running the Memory Diagnostics. I will be trying these later today. Last time I was able to login was the 10th of September. I assumed it was something to do with the new patch but the patch is up to date, same with graphics cards. If anyone has had this problem or can suggest another solution it really be appreciated. ThanksBuddaLeBeau1
7h Flickering Textures Recently textures have started flickering random colors in certain places. It seems as though it happens more frequently in darker areas on "stone" floors. Here is a couple screen shots of the issue: http://imgur.com/a/D4x7O http://imgur.com/a/m4ldG It also seems like the flickering started randomly - I hadn't noticed it before today. I have gone through and tested changing different settings, such as running at 1080, above 1080, reflections on/off, vsync on/off, caped frame rate, windowed fullscreen/fullscreen. Nothing seemed to make any difference. I also monitored CPU and GPU temps to make sure nothing was overheating. System: Win 10 AMD FX-8350 GTX 980 ti 16gb DDR3 Latest Nvidia Drivers 375.63 (as of 10/22)keishi5
D3 Crashes Computer When Using HDMI Display Hey guys, I have recently got back into D3 and have been playing with my laptop while using a panasonic tv as a monitor. Now and then my computer will randomly crash and it seems to only do so when using my TV as my display. I find when I use my laptop screen I have no problems. I am not sure whether it is using an HDMI display that is causing the problem, or whether it is something else. My laptop is an ASUS TP550L 64-bit Intel i7-5500U 2.40GHz with 8GB RAM. My graphics card is Nvidia 920m.I am not sure if this is a problem related to windows 10, as I had played D3 previously on a desktop running windows 7 with no problems. Any help would be appreciated, guys. I am sick of using my top's screen and sound to play this game. Also, I appologize in advance if this has already been answered, I am lazy and have been dealing with this problem for awhile (completing bounties has made this a really annoying problem)Reykjavik5
12h the game connection has been lost I keep on getting this, "the game connection has been lost: your client has been disconnected from the server" i haven't had this problem before. just recently. any help is greatly appreciated. thank you.FreakyWeirdo23
12h Huge delay when entering rooms/areas Every time I enter a new area/dungeon, I get a huge delay. The game keeps running but the screen only shows the name of the area I just entered and hangs there for sometimes up to 10 seconds. When the game becomes responses, a lot of times I have already died. I have tried lowering graphics resolution (including foreground and background FPS, shadows, etc.) My internet speed is not the issue (200Mbp/s and I have scanned the network and made sure there wasn't anything sucking bandwidth from me) GPU is an NVIDIA 9600M GT Any ideas? Could it be hard drive speed? Any thoughts would be appreciated. Thank you. P.S. - please let me know if any of my description of my issue is unclear or confusing and I will try to clarify. Thank you again.joesev1
Game crash when Launch "Unexpected error" Error Code: CE552C92-84E8-4577-961D-2E660AEBDD7F I have tried to reinstall Diablo III and Battle.net. Nothing helps, I can't launch the game. Please Help!DiaboliciM5
14h Many Lost Connection in HC Seasonal is there a bug or known isssue why i am getting lost connection over and over now i never had this issue pre season 8...not something that happends every game but at least a few times a day nowBit0
18h Endless loading screen Hi all. I'm running a Win10 computer that meets all the system reqs to run D3, but when I try to open it, I select a character and get on a loading screen for all eternity. Help, please? There's no error message and no crashes, so I don't think there's anything I can post in terms of specifics - the loading screen just never ends. I've been watching it for half an hour.Falcos1
21h Maintenance I was wondering when the Maintenance going to end because I want to playShark1
21h Insane lag, cannot play As the title says, the lag is so bad I cannot play and I think it might have something to do with the Battle.net launcher because every time there is a game update I can't play anything due to extreme lag even if its not downloading anything (background updating???). When I'm playing WoW usually I just launch that game straight from the WoW folder in my files and there is no lag whatsoever but I can't do that with Diablo since both game files open directly from the Battle.net launcher which is STUPID. Blizzard would do well to get rid of that damn launcher altogether. Its a pain in the !@#. Here is what I have done in the past regarding this issue: Starcraft needs updating so I pause it and open up WoW = extreme lag. Closes WoW and opens the game back up from the WoW folder in my PC (direct game file launch NOT through the Battle.net launcher) = no lag. Right now WoW needs updating so I paused it and opened up Diablo = extreme lag. Closed Diablo and tried the direct file launch approach and every time, it went through the Battle.net launcher which is what I DON'T want. Its so stupidly frustrating. I don't have cable or a super fast gig connection. I have DSL. I don't mind downloading updates while I'm sleeping but I shouldn't have to be forced to play through the client launcher because honestly I don't trust the damn thing. I fully believe its the cause of the lag.ChrisCreptix3
22h Horrible lag delay - what can i do? Hello all, i seem to have run into an issue. I get very annoying lag delay in Diablo, and it has been happening constantly on and off (for the most part on) for the pats few days. It's worse than it was on launch night! I don't understand what the problem is, but i don't believe it can be on my side. Here are my results from speedtest.net and pingtest.net that i have ran several times each. http://www.pingtest.net/result/63418712.png ^ 0% Packet Loss, 23ms Ping, 0ms Jitter. http://www.speedtest.net/result/1971781684.png 25.67 Mb/s DL, 4.79 Mb/s UL, 48ms Ping It doesn't affect any other game or streaming on twitchtv.com or anything so it can't be my internet, but then what gives? Some of my east coast friends dont' seem to be getting this issue, or maybe they don't notice it enough. What it basically is is a delay in my abilities. It happens constantly at random and i am left mashing buttons with my character and all enemies sitting in place for a good 3-5 seconds and then i teleport to a different direction with enemies all over the place half dead or sometimes i just die..it's extremely unflattering and i can barely play Inferno. I don't have any control. I would appreciate some input...BrownWalrus4
Change profile link on forums, america to europe How can I change my profile link when I post on forums from America to Europe. Started in America in vanilla when there was still connection problems to Europe and it seems too keep that profile above my main n Europe!kraai3
1d Game freezes error "D3 could not initialize D3D" I submitted a ticket, tried everything it said to no avail. I then went back in to update ticket after only a few days and it was closed (thanks a lot Blizzard). The problem is still there and I tried to resubmit a ticket and it dosent work now, says DXDIAG and MSInfo files not correct, had no issue uploading them before. here is the problem: At random times during game play, the game will freeze with the error "Diablo 3 could not initialize D3D". I try to retry numerous times and finally have to exit game and restart. I have lost 2 hardcore seasons characters to this and it is very frusrtating. WoW works fine, no issues!TheGamer1
AMD/ATI USERS - Crashing or Desolate sands not working. I was using a 6950 HD radeon and was having some serious issues with Diablo 3. I switch to a 470gtx I had sitting around and game now plays with no flaws. Someone in Bug forum posted replacing a .dll file to fix this which makes diablo 3 read DX9. An it fixes these some issues in the game. One of my issues was I was unable to load into desolate sands. There is a problem with the AMD drivers that will cause you issues. Amd has announced that older cards under 7000 series will not be getting a dx12 update. This could be a cause or issue in windows 10 and the recent driver update. I hear they are working on it. But be known if you own anything under 7000 series of AMD/ATI stuff you will not have the option of Dx12. Unless AMD honors complaints. So if you own AMD/ATI you will probably experience issues right now in D3 it is not Blizzard.CRISYS79
1d Diablo 3, Diablo pet getting stuck environment Hello, In Diablo 3, the new Diablo pet for blizzcon reward, its not working as intended. It should pick up gold like the other pets one would say. But this pet is constantly getting 'Stuck'. It gets stuck on edges of the environment so he no longer moves with the player and any gold left on the ground he doesn't pick up. He can be right next to a recently opened chest if hes near the side of the screen he doesn't move at all to pick up the gold. he gets stuck on any environment edges constantly so he no longer functions as a pick up gold, he no longer moves until leaving far from the area to rejoin, as other pets that get 'lost' behind do. The new pet is bugged, he gets environment stuck and doesn't move like the other pets to pick up gold, so hes kinda not usable as a pet for that purpose, which is a shame as i like his effect when following around. All the other pets i have don't do this symptom, they seem to work correctly, just this new pet doesnt work right.MoonDance0
1d [Fix] Sound Issues Many people, including myself are experiencing problems with the in-game, and cinematic sound and voices. I'm speaking to customer support about this currently, and hopefully they can provide an official solution soon. However, I'd like to provide an option to those who are looking for a temporary solution to these issues. I've tried 2 fixes, and both have worked, to different degrees of success. I'm having the following problems: Front/main audio is silent, or very low No/very few/low voices during cinematic's Sound is positional, otherwise low I suggest if you have ANY sound issues with Diablo 3, to try both these settings changes, they are safe and can be undone. To troubleshoot: Do option #1, play D3; check if audio is fixed. If fixed, ur good to go. If #1 does not work : Revert changes from option 1, proceed #2, If doesn't work/you don't like, revert all changes. The Fixes: Option 1 1) Start - Settings - Control Panel - Sound and Audio -> Audio -> Sound Playback -> Advanced -> Speaker Setup First, change your speaker configuration. I'm running a 5.1 speaker setup for instance, and had to set mine to Desktop Stereo (2 speakers) Not everyone's OS will be the same, so find your respective Speaker options, and change them to 2.0/2 Speakers/Desktop Stereo. You can try other choices, but mine worked with Desktop Stereo. This solution didn't give me any problems, Front/main channel works fine, cinematics and voices are always the same volume, etc. _________________________________________________ Option 2 2) Start - Run - type "Dxdiag" hit enter - go to Sound tab -> Disable sound acceleration This is the second fix, for me, it fixed everything except the D3 audio was delayed by like .5s-1s, so keep that in mind. On the Sound tab, change your Sound acceleration to "No Acceleration". You can also try changing it to "Standard" or "Basic" acceleration and see if it fixes it. I hope this helps those of you who might be having the same issues as me, or other sound problems I haven't mentioned. If this worked for you, please Sticky Request this so it stays up for others. Also, reply and let me know if these fixes worked for you, and which audio problems you were having.VeckrO8
1d Slow.net Network performance was absolutely sucking tonight. Just a few speed tests later... Local (Vancouver) - 12 ms latency, 176 mbps down, 15 mbps up San Francisco - 326 ms latency, 56 mbps down, 4 mbps up LA Hosting - 126 ms latency, 100 mbps down, 10 mbps up New York - 73 ms latency, 158 mbps down, 15 mbps up London UK - 151 ms latency, 78 mbps down, 10 mbps up Playing D3 at 341 ms and up to 500+ ms. It's looking like I'm routing through the San Francisco to get to your servers. Any thoughts what is up around your datacenter? Looks like it would almost fair better in the UK right now half around the world. lolShockwave1
1d Game disconnect when I start a game Before the patch 2.0 I had no problem playing diablo 3. Now that I have updated to the 2.0 patch I am having problems. I am able to log in, go to the charc screen, but when i start a new game I sit waiting for 2-3 mins and once the game loads it says client has disconnects or something. Then I am re routed back to the charc screen. I am direct cable to the internet as well. Any help to fix this. Also My room mate is on a older computer using windows xp and he is able to log on and play diablo 3 on his older desktop. My laptop I am playing on is windows 7. Not sure if that is a reason for this but Like i said before the patch i had no problem playing.Mountaindew55
1d Network disconnect error Hello, I am getting this error "The game connection has been lost: your client has been disconnected from the server" I have tried pretty much everything. I need help with this! I really want to play. Thank you.UltraJaxn0
1d Green screen when running at 4k resolution Whenever I try to run Diablo 3 at 4k resolution at anything higher than 30hz, my entire screen turns green and everything looks all skewed. It's really ruining my gaming experience in this game. I have tried 50hz, 59hz, and 60hz and they all have the same problem. I am not experiencing this in any other games. I'm running a GTX 1060 6gb card on the latest drivers (372.70). I'm running Windows 10 x64 with all the latest updates installed. I have also installed all the latest patches for Diablo 3. Here is a link to a screenshot of the problem: https://postimg.org/image/43sve8hzl/ I am running at 4:2:0 chroma if that makes any difference. I have contacted nVidia about this and I submitted a driver bug report. I don't know if this problem is at Blizzard's end or if it's an nVidia specific problem. I would really appreciate it if you guys could look into this! Thanks!SickBeast6
graphics error Keep getting an error occurred resetting D3D click ok to retry then program crashesJGGRAY7
1d Corrupted Ashbringer Gone? I logged in after some time away, maybe a season and wanted to tinker with a corrupted ashbringer build only to find the item missing from my inventory. Has the item been deleted from game? Since it is so rare, is there a way I can get it back?Memnok0
1d Welcome i want to ask something I am thinking to buy a psp 4 and of course diablo 3 for psp 4 but what I want to ask I can play diablo on the account I all ready have cuz olso I have diablo for pc and the key is all ready in my account,if I install on psp 4 diablo will work ?or I must make another account?i ask this cuz I want to keep all my saves from game and if is not work this mean I must make another account and install diablo on psp but I take game from start no heroes etc and I don't want that:(and when I want can play on pc and psp diablo 3 but without losse my gameplay :(is a way in this caseBlackKnight3