Game Freezing on Start Up [SOLVED]

Technical Support
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.

Thanks
10/26/2016 11:47 PMPosted by BuddaLeBeau
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.

Thanks


Hi i exp the same issue - total freeze at login/aut page (and comp totally STOP)
-let me know if you find an answer to this issue....
Howdy BuddaLeBeau!

Generally the entire system freezing as you have described is indicative of a larger problem and not related to the game being launched. With that in mind, I suggest trying the steps listed below (I recommend the same for you, The1).

1. Make sure that your graphics drivers are up to date.

2. Make sure that the operating system is up to date.

3. Ensure that there aren't any applications or background processes slowing down the computer or conflicting with the game by doing a selective startup.

Should you continue to run into these crashes after going through the three steps above, then please reply back here and provide the system's DxDiag in a code block.
Got my game back - by adjusting settings in Xboxaqq.(on my window com.)
10/27/2016 02:29 AMPosted by The1
10/26/2016 11:47 PMPosted by BuddaLeBeau
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.

Thanks


Hi i exp the same issue - total freeze at login/aut page (and comp totally STOP)
-let me know if you find an answer to this issue....


Hi, I have same issue. About 7 days ago demo D3 still worked. Now I bought the full version and the game stopped working. Please help
HI my game is not working.
here is the info

Time of this report: 10/27/2016, 22:20:06
Machine name: DART
Machine Id: {0C2AF4A4-2F54-4A33-A97A-2F1CDD4C6FA2}
Operating System: Windows 10 Home 64-bit (10.0, Build 14393) (14393.rs1_release_inmarket.161004-2338)
Language: English (Regional Setting: English)
System Manufacturer: LENOVO
System Model: 80K6
BIOS: C2CN17WW(V1.03)
Processor: Intel(R) Core(TM) i7-5500U CPU @ 2.40GHz (4 CPUs), ~2.4GHz
Memory: 16384MB RAM
Available OS Memory: 16298MB RAM
Page File: 8271MB used, 10458MB available
Windows Dir: C:\WINDOWS
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: Using System DPI
System DPI Setting: 120 DPI (125 percent)
DWM DPI Scaling: UnKnown
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Supported
DxDiag Version: 10.00.14393.0000 64bit Unicode
System Information
------------------
Time of this report: 10/28/2016, 10:32:56
Machine name: DESKTOP-5387IG9
Machine Id: {2CB566A5-54CA-49EE-BD36-D4F5EF633835}
Operating System: Windows 10 Home 64-bit (10.0, Build 14393) (14393.rs1_release_inmarket.161004-2338)
Language: Czech (Regional Setting: Czech)
System Manufacturer: Dell Inc.
System Model: Inspiron 3543
BIOS: A07
Processor: Intel(R) Core(TM) i5-5200U CPU @ 2.20GHz (4 CPUs), ~2.2GHz
Memory: 4096MB RAM
Available OS Memory: 4008MB RAM
Page File: 2698MB used, 2012MB available
Windows Dir: C:\WINDOWS
DirectX Version: DirectX 12
DX Setup Parameters: Not found
User DPI Setting: Using System DPI
System DPI Setting: 96 DPI (100 percent)
DWM DPI Scaling: Disabled
Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Supported
DxDiag Version: 10.00.14393.0000 64bit Unicode

------------
DxDiag Notes
------------
Display Tab 1: No problems found.
Display Tab 2: No problems found.
Sound Tab 1: No problems found.
Input Tab: No problems found.

--------------------
DirectX Debug Levels
--------------------
Direct3D: 0/4 (retail)
DirectDraw: 0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay: 0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow: 0/6 (retail)

---------------
Display Devices
---------------
Card name: Intel(R) HD Graphics 5500
Manufacturer: Intel Corporation
Chip type: Intel(R) HD Graphics Family
DAC type: Internal
Device Type: Full Device
Device Key: Enum\PCI\VEN_8086&DEV_1616&SUBSYS_06551028&REV_09
Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]
Device Problem Code: No Problem
Driver Problem Code: Unknown
Display Memory: 2131 MB
Dedicated Memory: 128 MB
Shared Memory: 2003 MB
Current Mode: 1366 x 768 (32 bit) (60Hz)
Monitor Name: Generic PnP Monitor
Monitor Model: unknown
Monitor Id: AUO40EC
Native Mode: 1366 x 768(p) (60.016Hz)
Output Type: Internal
Driver Name: igdumdim64.dll,igd10iumd64.dll,igd10iumd64.dll,igd12umd64.dll
Driver File Version: 20.19.0015.4404 (English)
Driver Version: 20.19.15.4404
DDI Version: 12
Feature Levels: 11_1,11_0,10_1,10_0,9_3,9_2,9_1
Driver Model: WDDM 2.0
Graphics Preemption: Triangle
Compute Preemption: Thread group
Miracast: Supported
Hybrid Graphics GPU: Integrated
Power P-states: Not Supported
Driver Attributes: Final Retail
Driver Date/Size: 03.03.2016 2:00:00, 39483688 bytes
WHQL Logo'd: Yes
WHQL Date Stamp: Unknown
Device Identifier: {D7B78E66-5556-11CF-AC62-5A26B5C2D935}
Vendor ID: 0x8086
Device ID: 0x1616
SubSys ID: 0x06551028
Revision ID: 0x0009
Driver Strong Name: oem66.inf:5f63e53468b7076c:iBDWM_w10:20.19.15.4404:pci\ven_8086&dev_1616&subsys_06551028
Rank Of Driver: 00D10001
Video Accel: ModeMPEG2_A ModeMPEG2_C ModeWMV9_C ModeVC1_C
DXVA2 Modes: DXVA2_ModeMPEG2_VLD DXVA2_ModeMPEG2_IDCT DXVA2_ModeVC1_D2010 DXVA2_ModeWMV9_IDCT DXVA2_ModeVC1_IDCT DXVA2_ModeH264_VLD_NoFGT DXVA2_ModeH264_VLD_Stereo_Progressive_NoFGT DXVA2_ModeH264_VLD_Stereo_NoFGT DXVA2_ModeH264_VLD_Multiview_NoFGT DXVA2_ModeHEVC_VLD_Main DXVA2_ModeHEVC_VLD_Main10
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{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
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{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC2,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
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{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
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{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
{BF752EF6-8CC4-457A-BE1B-08BD1CAEEE9F}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,1) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_EdgeFiltering
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend DeinterlaceTech_BOBVerticalStretch
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY VideoProcess_AlphaBlend
D3D9 Overlay: Supported
DXVA-HD: Supported
DDraw Status: Enabled
D3D Status: Enabled
AGP Status: Enabled
MPO Caps: Not Supported
MPO Stretch: Not Supported
MPO Media Hints: Not Supported
MPO Formats: Not Supported

Card name: NVIDIA GeForce 920M
Manufacturer: NVIDIA
Chip type: GeForce 920M
DAC type: Integrated RAMDAC
Device Type: Render-Only Device
Device Key: Enum\PCI\VEN_10DE&DEV_1299&SUBSYS_06551028&REV_A1
Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]
Device Problem Code: No Problem
Driver Problem Code: Unknown
Display Memory: 4024 MB
Dedicated Memory: 2020 MB
Shared Memory: 2003 MB
Current Mode: Unknown
Driver Name: C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_6f92d22bfd55a0d7\nvd3dumx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_6f92d22bfd55a0d7\nvwgf2umx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_6f92d22bfd55a0d7\nvwgf2umx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nvdmi.inf_amd64_6f92d22bfd55a0d7\nvwgf2umx.dll
Driver File Version: 21.21.0013.7563 (English)
Driver Version: 21.21.13.7563
DDI Version: 12
Feature Levels: 11_0,10_1,10_0,9_3,9_2,9_1
Driver Model: WDDM 2.1
Graphics Preemption: DMA
Compute Preemption: DMA
Miracast: Not Supported by Graphics driver
Hybrid Graphics GPU: Discrete
Power P-states: Not Supported
Driver Attributes: Final Retail
Driver Date/Size: 21.10.2016 2:00:00, 17569488 bytes
WHQL Logo'd: Yes
WHQL Date Stamp: Unknown
Device Identifier: Unknown
Vendor ID: 0x10DE
Device ID: 0x1299
SubSys ID: 0x06551028
Revision ID: 0x00A1
Driver Strong Name: oem5.inf:0f066de336593a8d:Section182:21.21.13.7563:pci\ven_10de&dev_1299&subsys_06551028
Rank Of Driver: 00D10001
Video Accel: Unknown
DXVA2 Modes: Unknown
Deinterlace Caps: n/a
D3D9 Overlay: Unknown
DXVA-HD: Unknown
DDraw Status: Enabled
D3D Status: Enabled
AGP Status: Enabled
MPO Caps: Not Supported
MPO Stretch: Not Supported
MPO Media Hints: Not Supported
MPO Formats: Not Supported

-------------
Sound Devices
-------------
Description: Reproduktory / sluchátka (Realtek High Definition Audio)
Default Sound Playback: Yes
Default Voice Playback: Yes
Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_0255&SUBSYS_10280655&REV_1000
Manufacturer ID: 1
Product ID: 100
Type: WDM
Driver Name: RTKVHD64.sys
Driver Version: 6.00.0001.7544 (English)
Driver Attributes: Final Retail
WHQL Logo'd: Yes
Date and Size: 24.06.2015 0:00:00, 4518136 bytes
Other Files:
Driver Provider: Realtek Semiconductor Corp.
HW Accel Level: Basic
Cap Flags: 0xF1F
Min/Max Sample Rate: 100, 200000
Static/Strm HW Mix Bufs: 1, 0
Static/Strm HW 3D Bufs: 0, 0
HW Memory: 0
Voice Management: No
EAX(tm) 2.0 Listen/Src: No, No
I3DL2(tm) Listen/Src: No, No
Sensaura(tm) ZoomFX(tm): No

---------------------
Sound Capture Devices
---------------------
Description: Mikrofon (Realtek High Definition Audio)
Default Sound Capture: Yes
Default Voice Capture: Yes
Driver Name: RTKVHD64.sys
Driver Version: 6.00.0001.7544 (English)
Driver Attributes: Final Retail
Date and Size: 8/4/2015 00:21:50, 4518136 bytes
Cap Flags: 0x1
Format Flags: 0xFFFFF

---------------------
Video Capture Devices
Number of Devices: 1
---------------------
FriendlyName: Integrated Webcam
Location: Front
SymbolicLink: \\?\usb#vid_0c45&pid_670b&mi_00#7&1d87825&0&0000#{e5323777-f976-4f5b-9b55-b94699c46e44}\global
Manufacturer: Microsoft
HardwareID: USB\VID_0C45&PID_670B&REV_3262&MI_00,USB\VID_0C45&PID_670B&MI_00
DriverDesc: Zobrazovací zařízení USB
DriverProvider: Microsoft
DriverVersion: 10.0.14393.82
DriverDateEnglish: 6/21/2006 00:00:00
DriverDateLocalized: 21.06.2006 0:00:00
Service: usbvideo
Class: Image
DevNodeStatus: 180200A[DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]
ContainerId: {00000000-0000-0000-FFFF-FFFFFFFFFFFF}
ProblemCode: No Problem
BusReportedDeviceDesc: Integrated Webcam
Parent: USB\VID_0C45&PID_670B\6&193b47cb&0&5
DriverProblemDesc: n/a
UpperFilters: n/a
LowerFilters: n/a
Stack: \Driver\ksthunk,\Driver\usbvideo,\Driver\ACPI,\Driver\usbccgp
ContainerCategory: Imaging
10/27/2016 11:08 AMPosted by The1
Got my game back - by adjusting settings in Xboxaqq.(on my window com.)


How does this work for PC Diablo 3?
10/27/2016 07:27 PMPosted by dart22
System DPI Setting: 120 DPI (125 percent)


Dart : you should change your DPI setting to 96 DPI (100 %).... it's probably not what is preventing the game from launching, but you could have other issues once the game launches.
10/28/2016 04:08 AMPosted by BuddaLeBeau
How does this work for PC Diablo 3?


Not sure, but I think the1 is referring to disabling the DVR Game of the XBox software included in Windows 10. see http://us.battle.net/forums/en/d3/topic/20748204992#post-1

That, and disabling the streaming feature in the BattleNet app, are the two most common issues we were seeing when Microsoft started pushing the Windows 10 Anniversary update.
Hey BuddaLeBeau,

I think Boubou is right. The1 is likely referring to the XBox app that is installed with Windows10. This is absolutely something that can affect our games, specifically the DVR service that is automatically enabled with the most recent Windows10 update. To disable that you do need a Microsoft account, so, if you don't have one already I suggest creating one. To disable the Game DVR though:

- press the start menu
- search for XBox
- open and log into the XBox app
- click settings (gear icon in the lower left corner)
- click over to the DVR tab and move the slider to the off position
10/28/2016 08:00 AMPosted by Bearthalamule
you do need a Microsoft account


For those who do not have a Microsoft account, or cannot access it, there's also this equivalent fix suggested by Omrakos : http://us.battle.net/forums/en/d3/topic/20749285984#post-3
I had the same problem. Turning off XBOX dvr cured it.
Boubou how do you lower it?
10/28/2016 03:35 PMPosted by dart22
Boubou how do you lower it?

Hi Dart... right-click on desktop and click on "Display settings" (I'm translating - my menus are in French)

Then just moved the slider to the left... see screen capture JPG :
http://i.imgur.com/r6ozH3X.jpg

Also, this thread is getting complicated to follow.... you should probably make your own. If you do , pls provide the MSInfo, DxDiag and D3Debug.TXT files. Describe what happens, include any error messages you're getting, and provide an exhaustive list of what you have attempted so far.

For MSInfo and DxDiag : see https://us.battle.net/support/en/article/200581
The D3Debug.txt file is located in your Diablo3 folder... for me, that's :
C:\Program Files (x86)\Diablo III ----- your PC could be setup differently though.

Please use code blocks (the </> on the grey bar at the bottom of the conversation screen when you type in).... it improves readability a whole lot.
10/28/2016 08:00 AMPosted by Bearthalamule
Hey BuddaLeBeau,

I think Boubou is right. The1 is likely referring to the XBox app that is installed with Windows10. This is absolutely something that can affect our games, specifically the DVR service that is automatically enabled with the most recent Windows10 update. To disable that you do need a Microsoft account, so, if you don't have one already I suggest creating one. To disable the Game DVR though:

- press the start menu
- search for XBox
- open and log into the XBox app
- click settings (gear icon in the lower left corner)
- click over to the DVR tab and move the slider to the off position


Solved!! Windows 10 update, Xbox DVR disabled :)
Just trying to like and play this game last night and this problem welcomes me. So i think its better to play another game. Good job Devs Keep it up!
Can't play.... ffs, is not Xbox app I remove that s..t with Windows PowerShell..

Is Diablo 3... :/
[quote="207482006068"]Hey BuddaLeBeau,

I think Boubou is right. The1 is likely referring to the XBox app that is installed with Windows10. This is absolutely something that can affect our games, specifically the DVR service that is automatically enabled with the most recent Windows10 update. To disable that you do need a Microsoft account, so, if you don't have one already I suggest creating one. To disable the Game DVR though:

- press the start menu
- search for XBox
- open and log into the XBox app
- click settings (gear icon in the lower left corner)
- click over to the DVR tab and move the slider to the off position


Did this already but still freezing in startup
Supporting above fix.

EDIT/FIX:
Recalled there was a windows 10 update on my home PC just prior to this issue occurring. Someone mentioned in a different forum that the 'Xbox DVR record' feature is the likely culprit. Figured this might be the issue as I recently installed an Xbone controller, and some of the recent windows updates were gaming related.

So.. the fix - navigate to:
Start menu > options (little gear icon) > Gaming > Game bar & Game DVR

Turn off everything associated with both of those features (Game bar & Game DVR) - it was recording audio and video from my D3, and was automatically turned back on with the windows update. Sneaky devs.

After turning off these features my rig is playing D3 smooth as usual. This fix worked for me, and I hope it helps others. Please report back if successful. Cheers and Stay Irie.

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