Can't open the game

BlissfulHell-1256 · June 23, 2020, 5:16pm

when i try to open the game it goes to a gray screen for a few seconds then closes with an unexpected crash window. I have used the repair tool in the blizzard launcher as well as made sure the game was up to date. I have also made sure that my drivers for graphics card and other pc drivers are all up to date. This has never happened before today when i restarted computer. Also do not have any razor devices connected and the razor synapse is not running either.

Flyball-11331 · June 23, 2020, 6:08pm

Game was down for maintenance for a couple of hours today

BlissfulHell-1256 · June 23, 2020, 6:25pm

yea i was aware of that it started happening after that time period was over

Caterpepi · June 23, 2020, 7:18pm

Hey, BlissfulHell! I see the crashes here, and some of it does elude to it possibly being related to Razer. Just to make sure Razer isn’t causing an issue, could you check that this is set accordingly in the D3Prefs.txt file?

Go to the Documents folder.
Select the Diablo III folder.
Open the D3prefs.txt file using Notepad.
Add or Edit the following line. The value should be 1, like so:
DisableChromaEffects "1"
Save the file.

If the problem continues, could you include a DxDiag file? This should help compare the crashes with the system logs! Copy and paste the text file created and paste it between two ~~~ like so:

~~~
DxDiag Here
~~~

If you have issues pasting here, use Pastebin and post the end of the link. (ie. 123456 for pastebin.com/123456)

BlissfulHell-1256 · June 23, 2020, 8:14pm

thanks that fixed it!

Caterpepi · June 23, 2020, 10:00pm

Glad to hear Thanks for the update!

Oro-11825 · June 24, 2020, 2:00am

I was having the same issue. The suggested fix also worked and now I can start the game. Razer also updated this morning, so I am hoping it is a bug on their end and not on Blizzard’s end. Hopefully it gets resolved either way cuz I like my chroma scheme a lot for D3.

LEZM8-1441 · June 24, 2020, 4:15am

I have the same problem but the fix from @Caterpepi did not fix my game.
Please help

Maskraider-3992 · June 24, 2020, 4:20am

@Oro
There is a pinned topic of Known Support Issue.

It contains the solution that you may want to try fixing the Razer software issue.

matkosmat-2450 · June 24, 2020, 5:23am

Thanks, this fixed it for me, too.

Cypress-1164 · June 24, 2020, 8:28pm

OMG thank you my Razer keyboard driver updated also. I been trying to launch the game for 20 mins. I search the forums and found this post. It worked will this issue be fix in a upcoming patch?

OldSchool-1748 · June 24, 2020, 10:28pm

Awesome. This fix worked for me. Thanks.

jimkirk-1294 · June 25, 2020, 12:44am

my issues only started after the latest patch screen going blank mid game or 1016 crash and no the posted help regarding the network things didnt help
and prior to the latest patch i had no issues

jimkirk-1294 · June 25, 2020, 1:00am

having issues since the latest patch my dx diag ------------------
System Information

  Time of this report: 6/24/2020, 20:46:56
         Machine name: JACOB-PC
           Machine Id: {9558FE3E-8318-49C2-83D6-EE574CF01674}
     Operating System: Windows 10 Pro 64-bit (10.0, Build 18363) (18362.19h1_release.190318-1202)
             Language: English (Regional Setting: English)
  System Manufacturer: System manufacturer
         System Model: System Product Name
                 BIOS: BIOS Date: 03/22/17 20:43:15 Ver: 05.0000C (type: BIOS)
            Processor: Intel(R) Core(TM) i5-7600 CPU @ 3.50GHz (4 CPUs), ~3.5GHz
               Memory: 8192MB RAM
  Available OS Memory: 8128MB RAM
            Page File: 5960MB used, 5751MB 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: Unknown
DxDiag Version: 10.00.18362.0387 64bit Unicode
DxDiag Previously: Crashed in Direct3D (stage 2). Re-running DxDiag with “dontskip” command line parameter or choosing not to bypass information gathering when prompted might result in DxDiag successfully obtaining this information

DxDiag Notes

  Display Tab 1: No problems found.
  Display Tab 2: No problems found.
    Sound Tab 1: No problems found.
    Sound Tab 2: 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: NVIDIA GeForce GTX 660
    Manufacturer: NVIDIA
       Chip type: GeForce GTX 660
        DAC type: Integrated RAMDAC
     Device Type: Full Device (POST)
      Device Key: Enum\PCI\VEN_10DE&DEV_11C0&SUBSYS_26603842&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: Unknown
Dedicated Memory: n/a
Shared Memory: n/a
Current Mode: 1920 x 1080 (32 bit) (60Hz)
HDR Support: Not Supported
Display Topology: Internal
Display Color Space: Unknown
Color Primaries: Unknown
Display Luminance: Unknown
Monitor Name: Generic PnP Monitor
Monitor Model:
Monitor Id:
Native Mode:
Output Type:
Monitor Capabilities: HDR Not Supported
Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP
Advanced Color: Not Supported
Driver Name: C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_2b99a29f071e5d25\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_2b99a29f071e5d25\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_2b99a29f071e5d25\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispi.inf_amd64_2b99a29f071e5d25\nvldumdx.dll
Driver File Version: Unknown (Unknown)
Driver Version: 27.21.14.5148
DDI Version: Unknown
Feature Levels: Unknown
Driver Model: WDDM 2.6
Graphics Preemption: DMA
Compute Preemption: DMA
Miracast: Not Supported
Detachable GPU: No
Hybrid Graphics GPU: Not Supported
Power P-states: Not Supported
Virtualization: Paravirtualization
Block List: No Blocks
Catalog Attributes: Universal:False Declarative:False
Driver Attributes: Final Retail
Driver Date/Size: Unknown, 0 bytes
WHQL Logo’d: n/a
WHQL Date Stamp: n/a
Device Identifier: Unknown
Vendor ID: 0x10DE
Device ID: 0x11C0
SubSys ID: 0x26603842
Revision ID: 0x00A1
Driver Strong Name: oem11.inf:0f066de34ffc3860:Section004:27.21.14.5148:pci\ven_10de&dev_11c0
Rank Of Driver: 00D12001
Video Accel: Unknown
DXVA2 Modes: Unknown
Deinterlace Caps: n/a
D3D9 Overlay: Unknown
DXVA-HD: Unknown
DDraw Status: Disabled
D3D Status: Not Available
AGP Status: Not Available
MPO MaxPlanes: Unknown
MPO Caps: Unknown
MPO Stretch: Unknown
MPO Media Hints: Unknown
MPO Formats: Unknown
PanelFitter Caps: Unknown
PanelFitter Stretch: Unknown

       Card name: Citrix Indirect Display Adapter
    Manufacturer: Citrix Systems Inc.
       Chip type: Unknown
        DAC type: Unknown
     Device Type: Display-Only Device
      Device Key: Enum\PCI\VEN_5853&DEV_1003
   Device Status: 0180600A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_REMOVABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]

Device Problem Code: No Problem
Driver Problem Code: Unknown
Display Memory: Unknown
Dedicated Memory: n/a
Shared Memory: n/a
Current Mode: Unknown
HDR Support: Unknown
Display Topology: Unknown
Display Color Space: Unknown
Color Primaries: Unknown
Display Luminance: Unknown
Driver Name: c:\windows\system32\drivers\umdf\vidd.dll,c:\windows\system32\drivers\wudfrd.sys
Driver File Version: Unknown (Unknown)
Driver Version: 12.40.44.247
DDI Version: Unknown
Feature Levels: Unknown
Driver Model: WDDM 1.3
Graphics Preemption: DMA
Compute Preemption: DMA
Miracast: Not Supported
Detachable GPU: No
Hybrid Graphics GPU: Not Supported
Power P-states: Not Supported
Virtualization: Not Supported
Block List: No Blocks
Catalog Attributes: Universal:True Declarative:True
Driver Attributes: Final Retail
Driver Date/Size: Unknown, 0 bytes
WHQL Logo’d: n/a
WHQL Date Stamp: n/a
Device Identifier: Unknown
Vendor ID: 0x1414
Device ID: 0x008C
SubSys ID: 0x00000000
Revision ID: 0x0000
Driver Strong Name: oem89.inf:467b626d1b5d690c:ViddDev_Install.NT:12.40.44.247:PCI\VEN_5853&DEV_1003
Rank Of Driver: 00FF0000
Video Accel: Unknown
DXVA2 Modes: Unknown
Deinterlace Caps: n/a
D3D9 Overlay: Unknown
DXVA-HD: Unknown
DDraw Status: Disabled
D3D Status: Not Available
AGP Status: Not Available
MPO MaxPlanes: Unknown
MPO Caps: Unknown
MPO Stretch: Unknown
MPO Media Hints: Unknown
MPO Formats: Unknown
PanelFitter Caps: Unknown
PanelFitter Stretch: Unknown

Sound Devices

        Description: Speakers (Realtek High Definition Audio)

Default Sound Playback: Yes
Default Voice Playback: Yes
Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_1168&SUBSYS_10438724&REV_1000
Manufacturer ID: 1
Product ID: 100
Type: WDM
Driver Name: RTKVHD64.sys
Driver Version: 6.00.0001.7997 (English)
Driver Attributes: Final Retail
WHQL Logo’d: Yes
Date and Size: 11/22/2016 12:00:00 AM, 5499904 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™ 2.0 Listen/Src: No, No
I3DL2™ Listen/Src: No, No
Sensaura™ ZoomFX™: No

        Description: Realtek Digital Output (Realtek High Definition Audio)

Default Sound Playback: No
Default Voice Playback: No
Hardware ID: HDAUDIO\FUNC_01&VEN_10EC&DEV_1168&SUBSYS_10438724&REV_1000
Manufacturer ID: 1
Product ID: 100
Type: WDM
Driver Name: RTKVHD64.sys
Driver Version: 6.00.0001.7997 (English)
Driver Attributes: Final Retail
WHQL Logo’d: Yes
Date and Size: 11/22/2016 12:00:00 AM, 5499904 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™ 2.0 Listen/Src: No, No
I3DL2™ Listen/Src: No, No
Sensaura™ ZoomFX™: No

Sound Capture Devices

Video Capture Devices
Number of Devices: 0

DirectInput Devices

  Device Name: Mouse
     Attached: 1
Controller ID: n/a

Vendor/Product ID: n/a
FF Driver: n/a

  Device Name: Keyboard
     Attached: 1
Controller ID: n/a

Vendor/Product ID: n/a
FF Driver: n/a

  Device Name: USB Keyboard
     Attached: 1
Controller ID: 0x0

Vendor/Product ID: 0x04D9, 0x1702
FF Driver: n/a

  Device Name: USB Keyboard
     Attached: 1
Controller ID: 0x0

Vendor/Product ID: 0x04D9, 0x1702
FF Driver: n/a

  Device Name: EVGA TORQ X3 Gaming Mouse
     Attached: 1
Controller ID: 0x0