Troubleshooting Lockups and Crash Errors

Updated: 3 months ago
Article ID: 320955

Common Problems

Before trying any of the following steps, check the BlizzardCS Twitter and bug report forums for known issues for your game. Select your game from the dropdown at the bottom for game-specific troubleshooting, which is often helpful when the standard troubleshooting fails.

If you experience a crash with a blue screen error message, follow the steps in our Blue Screen Crashes article. If your computer locks up while running the Battle.net App, follow the steps in our Computer Restarts or Shuts Down article. Otherwise, follow the steps below to resolve the issue.

  1. If the Battle.net App is still downloading game data, allow it to finish the installation and try again.
  2. Update your drivers and operating system to resolve any compatibility issues.
  3. Close all other applications to resolve software conflicts and free up resources.
    Note: This includes any Overlay programs you may be running.
  4. Run the repair tool to repair any damaged game files.
  5. Try creating a new administrator account to resolve permissions issues.
  6. If you're playing on a laptop, optimize your power management settings and graphics options.
Advanced Troubleshooting
  1. Update or temporarily uninstall any security programs, which may mistakenly identify game client as a security threat.
  2. Set your components to factory default speeds to resolve overclocking related stability issues
  3. Changes to the software settings on your video card drivers may cause crashes or performance issues. Reset your video driver settings to correct this problem.
  4. Overheating can cause performance issues, game crashes, and full computer lockups. Check for overheating components.
  5. Run hard drive tests to try to diagnose and repair any bad sectors.
    Note: Do not defragment a Solid State Drive (SSD).
  6. Run memory tests to fix any errors in your computer's physical memory.
 
  1. If the Battle.net App is still downloading game data, allow it to finish the installation and try again.
  2. Update your drivers and operating system to resolve any compatibility issues.
  3. Close all other applications to resolve software conflicts and free up resources.
    Note: This includes any Overlay programs you may be running.
  4. Run the repair tool to repair any damaged game files.
  5. Try creating a new administrator account to resolve permissions issues.
Advanced Troubleshooting
  1. Update or temporarily uninstall any security programs, which may mistakenly identify the game client as a security threat.
  2. Overheating can cause performance issues, game crashes, and full computer lockups. Check for overheating components.
  3. Run hard drive tests to try to diagnose and repair any bad sectors.
    Note: Do not defragment a Solid State Drive (SSD).
  4. Run memory tests to fix any errors in your computer's physical memory.
  1. Restart your console.
  2. Power cycle your console:
    • PlayStation 4
      1. Shut down the console by touching the power button until you hear two beeps.
      2. Unplug the power cable and wait 30 seconds.
      3. Plug in the power cable.
      4. Touch the power button to turn on your console.
    • Xbox One
      1. Press and hold the Xbox button for about 10 seconds to shut down your console.
      2. Unplug the power cable and wait 10 seconds.
      3. Plug in the power cable.
      4. Press the Xbox button to turn on your system.
    • Nintendo
      1. Hold the power button for 5 seconds.
      2. Select power options.
      3. Select power off.
      4. Wait 15 seconds.
      5. Press the power button to turn it back on.
  3. Uninstall the game, restart your console, then reinstall the game. 
  4. For Overwatch, please also delete your game save data.
    Note: Overwatch stores data from your account on our servers. As long as you log back into the correct account, your game data will still be there.

Tried everything here?

If the steps above did not resolve your problem, visit our Technical Support forum or contact your console's manufacturer for more assistance (Sony) (Microsoft) (Nintendo).

  1. Make sure the game is up to date.
  2. Restart the game.
  3. Restart the device.
  4. Try clearing the game's cache data. Before performing this step for Diablo: Immortal,  please ensure that the game is linked to your battle.net account.
    1. Navigate to the game within your app settings, press Clear Cache then relaunch the app. If the problem remains, move to step 2.
    2. Navigate to the Hearthstone app settings, press Clear Data then relaunch the app.
      Note: Clear Data restores the app to its default state. You will not lose any information as long as your game is linked to a Battle.net account.
  5. Uninstall and reinstall the game.
If you still experience issues with the game, visit Apple iOS troubleshootingAndroid troubleshooting, or the Amazon Appstore Help Center. If you need technical support for your device, please contact your device's manufacturer.