Still Crashing on Splash Screen but With new Info (and Fix)

Technical Support
1

I’ve been trying to get the game to start up for a couple weeks now but it only ever gets as far as the Blizzard splash screen before it just stops and I’m back looking at my desktop. I had tried a few things, including a scan & repair and uninstalling/reinstalling the game.

I tried starting the game again tonight and when it failed I pulled up my Event Viewer, something I had tried before and found nothing helpful, but tonight I found an event about the game! I got an Application Error in the event viewer talking about the game. Here is the information from that error log from the detail tab:

Diablo IV.exe
2.0.5.60065
6746316b
RzChromaSDK64.dll_unloaded
2.9.0.12
5aa6372b
c0000005
00000000000013f4
339c
01db5f485b6f96f2
C:\Program Files (x86)\Diablo IV\Diablo IV.exe
RzChromaSDK64.dll
13ff5dd2-4548-4161-a2e7-94e629d45717

I can provide the General information as well but is there anything in there that could help me fix the crashing to desktop?? I really want to be able to play the game again!

UPDATE: So I did some research about the RzChromaSDK64.dll and Diablo 4. I found an older support post where they talked about uninstalling Razer Chroma software and so I found that I had a piece of software called Razer Chroma SDK Core Components and uninstalled it. The game actually loaded!
I don’t know what changed in the game to cause the conflict as that software has been on my PC longer than Diablo 4. I was able to log in and get to my character screen but I didn’t try to actually get into a game. I exited the game and it did hang until I had to force exit it but otherwise it worked as expected. I’ll have to do deeper testing to see if the game is working correctly otherwise! I hope this might help anyone else having this trouble.

2

Razer Chroma has been a consistent issue since earlier expansions of WoW and the original Overwatch client. Surprised to see it’s still causing issues, but thanks for reporting this.

1 Like
3

I have still been seeing this pop up even in the FenrisDebug files. Usually you can also disable Peripheral Lighting in settings or manually by disabling Chroma Effects in the LocalPrefs file.

But uninstalling the software works too.

4

I’ve actually reinstalled the Chroma software and to my surprise the game continues to work. I don’t know what was causing the issue with Chroma since it’s been on my system since well before Diablo 4. I’m just happy the game is working again, though I would love to know what really changed.

5

The newest version was supposed to resolve the issues, so maybe you just needed an update.

6

No worries. I’m glad if I can help anyone else having issues like mine. I’m surprised that the Chroma software was the problem as it has been on my system for years before Diablo 4 and I’ve been playing the game since launch with no problems. I’ve also reinstalled the software and Diablo continues to load and be playable as well.