Client hangs/freezes on TP or entering rifts

Mac Technical Support
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In addition to the reports of the client crashing, there are also consistent posts where the client freezes / hard locks / hangs when entering a rift, changing zones, or teleporting back to town. These are hard locks, which requires the client to be Force Quit, so there is no crash report generated. This usually happens on the loading screen, where the only sign the client is hung is the red diamonds stop animating.

Here's all the threads from the last two pages reporting this issue.

http://us.battle.net/d3/en/forum/topic/12646274738
http://us.battle.net/d3/en/forum/topic/12646164622
http://us.battle.net/d3/en/forum/topic/12472337223
http://us.battle.net/d3/en/forum/topic/12505791440
http://us.battle.net/d3/en/forum/topic/12504772088
http://us.battle.net/d3/en/forum/topic/12504771665
http://us.battle.net/d3/en/forum/topic/12311561076
http://us.battle.net/d3/en/forum/topic/12504571255
http://us.battle.net/d3/en/forum/topic/12330743156
http://us.battle.net/d3/en/forum/topic/12426792791
Having this same issue. Also getting error code 10017 whenever I try to join a game.

Just updated the newest Mac OS X 10.9 security update, thinking that might be the reason for this issue.
@AaronRodgers, I feel your pain and want to also share that others (including myself) have reported these same issues running D3 RoS on OS X 10.7 and 10.8.

I'm beginning to suspect that the Battlenet Desktop App's Agent process is hanging, freezing or timing out and that this is causing the entire game to lock up. Of course, this is total speculation on my part based on reading a ton of other reports scattered throughout the Mac and general support forums. Unfortunately, there's been no "official" word on what the actual problem is save for a proclamation from s4d1k that the Diablo client is running out of memory. This may well be true but it's pretty amateurish programming to allow your app to lock up the entire system when it runs out of memory.

Blizzard does not seem to have a clue as to how to address these issues. While I don't think we should expect a "blue" response every time we post, we are more than entitled to regular updates given that many of us can't play the game at all (unless you're some kind of a masochist who enjoys restarting your computer every 15 minutes and repairing corrupted directory structures on your drive). I'm completely baffled by Blizzard's total lack of respect for their customers. They are a game company. They make entertainment products. How hard is it really to give us some updates every couple of days as to the status of the problem?

I think I would be less angry had every single ticket I submitted not been immediately closed as soon as one of the reps copied and pasted some BS boilerplate step by step process for clearing my parameter RAM or reloading Battlenet and Diablo. All the while, the boards are exploding with dozens, if not hundreds of reports from other players who are having the exact same issues I'm having. Talk about lip service and not being heard! I guess I blew 40 bucks for about 20 hours of game time and that's quite possibly all I'll get for my hard earned cash :(
Another new thread here:

http://us.battle.net/d3/en/forum/topic/12646274738

Part of the problem may overlapping reports of crashes and hangs. I haven't had a crash in a couple of weeks, but the hang happens 2-3 times daily. So it's possible that this not the exact same issue causing these problems.
Same here. At least 30 to 40% of the time while entering a Rift or TP to town the game freezes and I have to force-quit it.
PLEASE do something about that - it starts freaking me out.
if i only had the keys and experience i lost because of those freezes at unfinished or starting rifts.

one more thing: it tends to happen more often in single player games.
actually cant recall it happening in multiplayer games ever. (might just have been lucky though)
Same issue here. It happens in multiplayer games as well. Thus, i have not been in a multiplayer game for a while now.

I can't believe that this issue has been ignored for so long. I am very close to uninstalling the game and every product from Blizzard on my Mac.
04/25/2014 09:27 PMPosted by Hyperion
I'm beginning to suspect that the Battlenet Desktop App's Agent process is hanging, freezing or timing out and that this is causing the entire game to lock up

It's not, and 10.9 reporting agent hung is actually invalid. 10.9 pretty much ALWAYS reports agent as "not responding" and it's actually completely false most of the time (except when it isn't). You generally know when it's actually true when battle.net app isn't working correctly or agent is consuming too much cpu while idle. Those are real signs it's hung. All of that is unrelated to D3 though, beyond maybe d3 running poorer if agent is stuck at 100% cpu or something.

Also, to OP. if you are aware of there being so many threads, why would you believe creating yet another thread helpful?

Blizz has already responded on what the issue is and their steps to resolve it have been, all along. the latest update they have given is that they have a fix in works for next patch. All that is left to do now is wait for said patch and then see if things are better or worse.

Blizz isn't going to sit there and reply to every new thread created, on issue on an almost hourly basis sometimes, to copy and paste same reply. They have replied in 3 different threads already:
http://us.battle.net/d3/en/forum/topic/12504770884
http://us.battle.net/d3/en/forum/topic/12249685017
http://us.battle.net/d3/en/forum/topic/11985958845
Blizz isn't going to sit there and reply to every new thread created, on issue on an almost hourly basis sometimes, to copy and paste same reply. They have replied in 3 different threads already:
http://us.battle.net/d3/en/forum/topic/12504770884
http://us.battle.net/d3/en/forum/topic/12249685017
http://us.battle.net/d3/en/forum/topic/11985958845


I looked at all the blue posts from the links above, and none of these links are the problem we are reporting. This thread and the links I've attached are specifically regarding the client freezing / hanging / hard locking when in the loading screen when changing zones where the client has to be Force Quit. If you are not running the client in Windowed mode, you have to power cycle your Mac to recover.

This problem never generates a crash report, and it doesn't recover on it own. It may be related to the crashes, but without a crash report it's impossible to tell if they are the same problem.

I've not had a crash in weeks, but I have the hang at least once a day.
04/27/2014 10:06 AMPosted by Archvile
one more thing: it tends to happen more often in single player games.
actually cant recall it happening in multiplayer games ever. (might just have been lucky though)


actually its the other way around for me game works all right if I'm playing solo, although I get all the above problems starting games, leaving games, bannering, starting rifts.
About half the posts in this thread are reporting the hard lock on loading screen that requires a Force Quit:

http://us.battle.net/d3/en/forum/topic/12311561076

Unfortunately there is a lot of overlap between "crashes" and "freezes" in this forum thread, and even MysticalOS's links above have this. To repeat - there is never crash report generated when this problem occurs. It is consistently:

- Hard lock / freeze / hang during loading screen (you know it's locked up because the red diamond animation stops) when changing zones
- Requires a Force Quit to quit the client

We can't provide a crash ID like S4d1K asks in this thread because there is never one generated.
http://us.battle.net/d3/en/forum/topic/12249685017#8
04/27/2014 04:03 PMPosted by Benhameen
This thread and the links I've attached are specifically regarding the client freezing / hanging / hard locking when in the loading screen when changing zones where the client has to be Force Quit

Might want to check this thread again, one of the 3 I linked, titled "
Official updates on crashing, freezing issues"
http://us.battle.net/d3/en/forum/topic/12504770884

He's aware most of the issues are freezes or corrupt graphics. Trust me though. These are all the same issue.

1. Freezing, mainly from any kind of loading screen, joining/leaving game, entering/leaving rift, changing act, etc. (no crash report)
2. Crashing (crash report) from any of same things that cause freezing.
3. Graphics glitches (no report) where graphics get more screwed up over time.

These are all related to same issue. D3 is running out of memory do to being a 32 bit app that is using too much memory for a 32 bit app.

The only issue not related is slow loading times, that seems to be caused by 10.9's compressed memory system and that can be fixed by adding more ram or disabling memory compression.

The answer to all of these problems was posted in last status update here:
04/11/2014 02:26 PMPosted by S4d1k
We are really sorry for all the problems that this bug has caused.
We are still working hard to resolve this issue. A new attempt to fix this will be included in the next patch. This fix will also affect WoW and SC2.

04/18/2014 03:54 PMPosted by S4d1k
For the next patch, we have reduced our memory usage even more than in 2.0.4
For 2.0.4, the work that was done reduced our number of crashes related to the memory issue by 70%.

With the next patch, we hope to reduce it enough to be insignificant.

If the next patch still doesn't make the problem disappear more work will be done.

We do not give ETAs since the release dates change a lot.


http://us.battle.net/d3/en/search?f=post&sort=time&page=1&a=S4d1k is a decent read.

04/21/2014 11:20 AMPosted by S4d1k
04/19/2014 02:03 PMPosted by MysticalOS
S4d1k

Will the reduced memory usage have an affect on performance? Such as maybe you reduced asset caching and a result would be less crashing but more frequent stutter do to increased cycling of assets?


This is a major concern and a lot of testing was done to ensure we do not stutter more.
If you guys experience a lot of stutter after the next patch, we have a backup plan.

There's no 64 bits version on Mac because there's no 64 bits version on Windows.
We just don't have the man power to support it on Mac only.


To summarize that, D3 in next patch SHOULD use less memory, so the freezing and crashing should stop, but the side effect is the game may run worse, performance wise as a result, because this fix doesn't address the bigger underlining cause of issue, D3 needs more memory, it needs to be a 64 bit app. HOPEFULLY a more true fix can make it into a major patch like 2.1. However, if 2.0.5 stops the freezing with a barely noticeable performance loss, that'll be a good win.
04/28/2014 11:03 PMPosted by MysticalOS
To summarize that, D3 in next patch SHOULD use less memory, so the freezing and crashing should stop, but the side effect is the game may run worse, performance wise as a result, because this fix doesn't address the bigger underlining cause of issue, D3 needs more memory, it needs to be a 64 bit app. HOPEFULLY a more true fix can make it into a major patch like 2.1. However, if 2.0.5 stops the freezing with a barely noticeable performance loss, that'll be a good win.


This situation occurs regularly with me:

1) Kill Rift Guardian
2) Try to TP to town to empty bags
3) Client hangs on loading screen
4) Force Quit and restart client
5) Accept invite, zone into town, click on party member's banner
6) Client hangs on loading screen

S4d1K mentions here about restarting the game whenever you can without loosing progress. But in my situation I've just restarted the game, and can't even zone into one rift without hanging.

I don't believe this is solely a memory management issue because of the 32-bit client. I believe that is one of the problems, but there is also a bug in something else (specific zone / model ) that can cause the immediate hangs. I just noticed this post:

http://us.battle.net/d3/en/forum/topic/12089869183?page=11#215

And realized that all my hangs have happened while playing my Witch Doctor.
Second rift on patch 2.0.5, and froze while trying to returning to rift after emptying bags.

Definitely not fixed. So glad we ignored the problem for the last month, instead of trying to investigate the root cause.
Yup still crashes when entering/leaving rifts
05/13/2014 10:20 AMPosted by Bikini
Yup still crashes when entering/leaving rifts


Can you post your system specs?
This is unreal. First game/rift of the new patch and the game crashes... These problems didn't exist before RoS
05/13/2014 10:02 AMPosted by Benhameen
So glad we ignored the problem for the last month, instead of trying to investigate the root cause.

Such an ignorant statement. They know the exact cause of problem. The mac team are also absolutely not ignoring it either, it's just not a problem that mac team can completely fix since the main issue is platform agnostic.
This of course means little to mac end user but the problem is, the issue is that the app is not 64 bit. A problem is that is affecting mac users far worse than windows users. Changing D3 to 64 bit is a massive amount of work and it's quite likely mac users are getting the shaft as the red headed stepchild minority because OUR issues won't get a proper fix (ie a 64 bit app) until it's a bigger windows problem too.

Meanwhile, the MAC team, does everything they can to try and work around the issue on their end. Clearly the last two patches still weren't enough. Maybe now they can pressure the platforms team the importance of 64 bit support. That's probably only way the issue will be fixed properly.
All the mac team can really do is bandaid problem by reducing memory usage here and there.

I also know it can be a tough issue to test because to date I have NEVER seen issue personally and i've done dozens of rifts (with other mac users who also don't have issues either) so clearly the issue is worse for some and even non existent for others. One thing I know for certain is majority of people who have worst crashes/freezes simply don't have enough ram. VM and compressed memory seem to make issue a LOT worse for some reason. That I imagine is in apples court cause that seems a bit off. Like OS X is somehow making app use more memory when there is less real memory, which is odd. Adding more ram has certainly helped a lot of users though.
I can confirm that it is still crashing for me, unfortunately :( I loaded back into town after downing a RG and voila, stuck at the loading screen and the red diamonds stopped moving. One interesting thing is that my other friend who is in my party and also a Mac user, experienced the crash as well. Not sure what that means, but just pointing that out.

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