Am getting error code 396010 along with the message “There was a problem retrieving the shop menu,” whenever I try to access my wardrobe. Is there any way to fix this or is this a new bug with a recent patch?
Hello BeefySensei 
I have seen that error code before, but very rarely… we haven’t compiled any extensive information about it yet, so let’s try some general things first and then gather further details if issues persist.
First, we’ll want to check the cached Battle.net data and game file integrity in case it’s due to file damage.
Let’s also review connection troubleshooting in case it’s failing to retrieve information from the game server.
If it may be related to file or folder permissions (i.e. the game files are not damaged, but something is preventing the game from accessing them all), let’s try playing in a newly-made user account.
Creating a New Administrator Account
If issues do persist, then we’ll want to see a system report to look for other possible issues.
You can include the DXDIAG in a reply to the forum post. Place it between rows of accent marks (`) for formatting:
```
Like this.
```
From D3Debug.txt
2019.08.22 20:49:36.687931400 Initializing client world BattleNet_Act5Screen...
2019.08.22 20:49:38.374476200 SendMatchmakingCustom hero:Morpheus id:250 attribute { name: "Version" value { string_value: "2.6.6.61291" } } attribute { name: "CustomMessageId" value { int_value: 250 } } attribute { name: "CustomMessage" value { message_value: "\n\0132.6.6.61291\020\002\032\007Default0\023:\004Rift@F" } } attribute { name: "CustomMessageDestination" value { uint_value: 6 } } attribute { name: "MatchmakerShard" value { string_value: "Default.2" } } count:0
2019.08.22 20:49:38.374815900 SendStoreMessage hero:Morpheus id:210 attribute { name: "Version" value { string_value: "2.6.6.61291" } } attribute { name: "CustomMessageId" value { int_value: 210 } } attribute { name: "CustomMessage" value { message_value: "\010\200\365\311\263\262\251\330\314\010" } } attribute { name: "CustomMessageDestination" value { uint_value: 4 } } count:0
2019.08.22 20:49:38.423118000 SendLeaderboardMessage hero:Morpheus id:201 attribute { name: "Version" value { string_value: "2.6.6.61291" } } attribute { name: "CustomMessageId" value { int_value: 201 } } attribute { name: "CustomMessage" value { message_value: "\020\001\030\305\370\340\006 \036(\006" } } attribute { name: "CustomMessageDestination" value { uint_value: 3 } } count:0
2019.08.22 20:49:38.423398800 SendLeaderboardMessage hero:Morpheus id:201 attribute { name: "Version" value { string_value: "2.6.6.61291" } } attribute { name: "CustomMessageId" value { int_value: 201 } } attribute { name: "CustomMessage" value { message_value: "\020\001\030\305\370\340\006 \037(\006" } } attribute { name: "CustomMessageDestination" value { uint_value: 3 } } count:1
2019.08.22 20:49:38.423633900 SendLeaderboardMessage hero:Morpheus id:201 attribute { name: "Version" value { string_value: "2.6.6.61291" } } attribute { name: "CustomMessageId" value { int_value: 201 } } attribute { name: "CustomMessage" value { message_value: "\020\001\030\305\370\340\006 (\006" } } attribute { name: "CustomMessageDestination" value { uint_value: 3 } } count:2
2019.08.22 20:49:38.423866500 SendLeaderboardMessage hero:Morpheus id:201 attribute { name: "Version" value { string_value: "2.6.6.61291" } } attribute { name: "CustomMessageId" value { int_value: 201 } } attribute { name: "CustomMessage" value { message_value: "\020\001\030\305\370\340\006 !(\006" } } attribute { name: "CustomMessageDestination" value { uint_value: 3 } } count:3
2019.08.22 20:49:38.678835600 SendLeaderboardMessage hero:Morpheus id:201 attribute { name: "Version" value { string_value: "2.6.6.61291" } } attribute { name: "CustomMessageId" value { int_value: 201 } } attribute { name: "CustomMessage" value { message_value: "\020\001\030\204\310\241\005\030\213\277\272\006\030\350\370\253\031\030\351\243\352\005\030\261\276\275\004\030\211\312\316\005\030\372\365\224\004\030\201\266\271\006\030\233\230\235\006\030\353\240\267\004\030\256\213\321\004\030\310\371\323\004\030\215\225\211$\030\365\307\214,\030\347\217\307\002\030\227\247\206\033\030\216\375\333\005\030\263\235\222\004\030\366\223\376\003\030\224\243\321\005\030\327\355\343\004\030\261\252\206\006\030\262\330\212\005\030\263\320\276\006\030\356\375\256\004\030\223\360\226\004\030\212\237\266\004\030\204\217\224O\030\222\342\370Q\030\250\375\376\005\030\275\251\347\003\030\342\252\342\007 \036(\006" } } attribute { name: "CustomMessageDestination" value { uint_value: 3 } } count:4
2019.08.22 20:49:38.679108400 ProcessClientRequest RPC failed with error:396010, request:attribute { name: "Version" value { string_value: "2.6.6.61291" } } attribute { name: "CustomMessageId" value { int_value: 210 } } attribute { name: "CustomMessage" value { message_value: "\010\200\365\311\263\262\251\330\314\010" } } attribute { name: "CustomMessageDestination" value { uint_value: 4 } }
2019.08.22 20:49:38.679439900 >>> Morpheus ---------------- ModalNotificationManager::SetOkNotification: There was a problem retrieving the shop menu. (Code 396010)
2019.08.22 20:49:39.079458200 SendLeaderboardMessage hero:Morpheus id:201 attribute { name: "Version" value { string_value: "2.6.6.61291" } } attribute { name: "CustomMessageId" value { int_value: 201 } } attribute { name: "CustomMessage" value { message_value: "\020\001\030\205\322\2775\030\267\347\233\005\030\361\330\316\006\030\357\321\265\006\030\203\305\327\005\030\335\226\232\005\030\231\346\351\006\030\354\354\304\002\030\267\343\302\002\030\276\270\232\034\030\337\301\320\005\030\343\355\2575\030\313\256\270\006\030\334\241\314\016\030\340\214\226\005\030\222\324\241\005\030\376\363\355\006\030\262\204\316\003\030\226\344\356\030\030\322\260\235\004\030\245\376\313,\030\350\242\265\013\030\226\236\272\004\030\253\355\224\004\030\316\247\206\005\030\357\313\341\031\030\305\247\236\005\030\245\341\362\003\030\300\324\224\004\030\307\375\247\005\030\216\262\304\006\030\227\307\351\006 \036(\006" } } attribute { name: "CustomMessageDestination" value { uint_value: 3 } } count:5
. created a game, ported to several waypoints, clicked on serveral NPC, checked profile, exited game
. upon entering menu, observed “shop menu” 396010 once again, i hadn’t clicked on anything in menu
FYI had this same exact problem and error message this evening after earning the Legionnaire Achievement after purchase of the legion DD item pack…the helm transmog also did not appear in mystic
I logged completely out of D3 and the launcher, relaunched and logged back in and problem was gone.
I’ve been having this same issue for weeks. Same error code and everything. Rebooting, turning computer on/off, none of that works. I’ve tried everything except uninstalling and reinstalling but it doesn’t sound like that works either. You ever find a way to solve it?