Stuck at loading screen animation

Technical Support
1

I am always stuck at the gate loading screen infomation. Can Blizzard assist.
Thanks
Below are the Dxdiag

System Information

         Machine name: DESKTOP-9MBVF0L
           Machine Id: {61E6FE61-47E5-4224-8808-A1809FA83B83}
     Operating System: Windows 10 Home 64-bit (10.0, Build 19042) (19041.vb_release.191206-1406)
             Language: English (Regional Setting: English)
  System Manufacturer: Gigabyte Technology Co., Ltd.
         System Model: H81M-S2PV
                 BIOS: F9 (type: UEFI)
            Processor: Intel(R) Core(TM) i5-4570 CPU @ 3.20GHz (4 CPUs), ~3.2GHz
               Memory: 16384MB RAM
  Available OS Memory: 16278MB RAM
            Page File: 14194MB used, 6178MB available
          Windows Dir: C:\Windows
      DirectX Version: DirectX 12
  DX Setup Parameters: Not found
     User DPI Setting: 96 DPI (100 percent)
   System DPI Setting: 96 DPI (100 percent)
      DWM DPI Scaling: Disabled
             Miracast: Available, no HDCP

Microsoft Graphics Hybrid: Not Supported
DirectX Database Version: 1.0.8
DxDiag Version: 10.00.19041.0928 64bit Unicode

2

So the CPU in the dxdiag you listed should work without issue but I couldn’t see the rest of the potentially relevant system specs and information to say if there was something else contributing to the issue.

I did check to see if your client had submitted any crash reports to us and I found one from Oct 7thish.

That was an access violation crash (which can be caused by a number of things though is not likely related to your current loading screen issues.) still that did give me some basic information on the system.

Your GPU does meet minimum requirements so you should be ok there, though do make sure you have the latest drivers from Nvidia.

Your windows version is 1 version behind and we have seen some reports that getting the full updates including the optional updates through Windows update has helped solve a number of loading and crashing issues. So my second recommendation would be to grab all available Windows updates including the optional ones. (especially the cumulative updates it might list)

A large culprit we see is software conflicts. As more and more programs tout being able to improve network or system performance for games we see a lot more potential for conflicts with the game. Razer, ASUS, MSI, ACER, Lenovo, Gigabyte, EVGA, Corsair, HP, AlienWare all have such programs that in theory will help with performance but can also hurt performance if they are outdated, corrupted or in some cased fighting with each other to try and optimize the game. The best way to rule this out is to temporarily remove such programs from the system. (You don’t need any of them for the system to functions, you may lost some cosmetic system functions like changing rgb lighting etc… but this is just meant as a diagnostic.

Outside of that there are some in-game crash issues we are looking at. These are very specific crashes though like “everytime I do this specific action, I crash” sort of thing. Nothing like what you are experiencing, This issue is almost certainly something that will need to be addressed through localized system level troubleshooting. So if what I mentioned above does not help, go ahead and submit a ticket here:

https://us.battle.net/support/en/help/contact/1937/ticket

Be sure to include the diagnostic system files requested in the form.