[Mac] Rift crash

Mac Technical Support
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05/19/2014 07:55 PMPosted by S4d1k
We're you freezing before 2.0.5?


I've been consolidating reports of freezing when TPing in and out of rifts for almost a month in this thread:

http://us.battle.net/d3/en/forum/topic/12673457237

If you don't have time to read the entire thread, I would start at this post:

http://us.battle.net/d3/en/forum/topic/12673457237?page=2#39
Thanks Benhameen.

The freezing is obviously something different. I was hoping it would be the same problem but your post shows otherwise.

Unfortunately, since we do not have crash reports for hangs this is even harder to fix than the out of memory problem.

We will try your steps. If anybody have good steps to reproduce this hang please post them.
This specific zone is particularly troublesome - not sure what the name is:

http://i.imgur.com/sekd9fm.jpg

I experienced the freeze twice immediately before taking that screenshot, including after a client restart.
Just to be clear the freeze is always on a loading screen, right?
I second others' reports. It's not a "Crash", hence there is no Crash Report ID. It is a hang / freeze, requiring Command+Option+Escape to get out. It was pervasive in 2.0.4, and has only been marginally less common an occurrence in 2.0.5. Macbook Air mid 2012; OSX 10.7.

And yes, it is always, without exception, on a loading screen.
05/20/2014 11:25 AMPosted by S4d1k
Just to be clear the freeze is always on a loading screen, right?


Always on the loading screen - the screen loads and the red diamond animation starts and then freezes.
05/20/2014 11:25 AMPosted by S4d1k
Just to be clear the freeze is always on a loading screen, right?


Yep. I can usually enter fine and it freezes on exit, both teleporting and using pylon at rift's end. Just froze on entry, figured I'd throw another report on the pile.
05/20/2014 11:25 AMPosted by S4d1k
Just to be clear the freeze is always on a loading screen, right?


yes
There is no crash report because it does not actual crash. The game just freezes completely while loading in and out of rifts. The first couple days into the new patch this issue seemed to be fixed. However, once the PC fix came, the Mac issue started again.
If it happens in window mode, could you try taking a sample?

You need to select Diablo in Activity Monitor, click on the gear icon(System diagnostics options), and click on Sample.

Also, post how much CPU Diablo is using and your OS version.
05/20/2014 11:25 AMPosted by S4d1k
Just to be clear the freeze is always on a loading screen, right?


No. Not always on a loading screen. I can be in a rift and it freezes in full screen.. making me HAVE TO hard reboot!!
If you play in Windowed(Fullscreen) mode, you should be able to force quit by holding option-cmd-esc. That way, you won't have to reboot.
Hey all,

We'd like to gather additional information from any Mac players who continue experience rift crashes/freezes. This will help our Mac team further research this issue. Follow the instructions below to help us out!

1. Please post the following system information:
Obtaining and Posting System Information

a) Click on the Apple Menu while holding down the Option key and select System Information (10.7 and later).

b) Copy the information from the following sections and paste them into your post. Please copy in the following order: Hardware Overview, Graphics, and Software. Do not include any serial numbers, hardware UUIDs, or account/login names or information in your post.

2. If you have recently experienced these specific crashes/freezes, first gather the following files:

You can email those files to this address: macsupport@blizzard.com

Use this line for the subject: [forum avatar name] [Rift crash] [12878918249]

Note: No replies will be sent, as this email is used for only for information gathering.

Thanks!
05/20/2014 04:40 AMPosted by ringo
2014/05/20 15:53:55.000 kernel[0]: process Diablo III[2921] thread 336166 caught burning CPU!; EXC_RESOURCE supressed due to audio playback

Interesting, so it could be an audio hang. I did recall the user in other thread that said they get crash if they use a TP but if they hit M and port using map, they do not. This indicated to me it could be sound related since graphic related wouldn't matter how you ported, you load same assets, but HOW you port has a different sound.

Unfortunately even if this is true, only helps you exit rifts avoiding portals, still have to take portal in. However, if it's related to the portal sound. that could help isolate. Assuming that users work around ins valid. I'm just relaying information I remember someone else posting so I personally can't validate.
05/20/2014 02:15 PMPosted by S4d1k
If you play in Windowed(Fullscreen) mode, you should be able to force quit by holding option-cmd-esc. That way, you won't have to reboot.

Any chance, you can make full screen mode not suppress system shortcuts like force quit, or expose?
Most games in full screen mode can be force quit, even hung, but not D3. it locks out expose and system commands.
Does this mean that I can get my death HC char back? I lost my character outside of my control due this problem. (freezing).

http://eu.battle.net/d3/en/forum/topic/10495112223#1

http://postimg.org/image/snz357h7l/

Edit: I play on EU
I am getting a lot of crashes on rift loading screens, sent in my sample and system profile information. I would love to know if there is any progress on this.
You could maybe debate that with customer service by opening a ticket. The dev them themselves don't have access to that sort of information or provide that kind of support. They focus purely on the client issues.
I have been experiencing the freeze issue as well. Usually it happens on the load screen. Has happened 3 times today. However just now it froze after the load screen, I could see my party fighting for a second, and then it froze.
When it freezes blind, can you do the sampling that S4d1k asked for? don't force quit diablo right away. open activity monitor, click on diablo 3, then from the gear menu choose "sample process". it will take a second then give a big report of what D3 is doing while frozen. You can then paste it here to analyze. recommend using the "pre" button to put it within "code" tags to make it far more readable.

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