Stuck on diablo IV splash screen

Technical Support
30

Same Issue - a parsed version of DxDiag below.

System Information

  Time of this report: 4/16/2023, 16:44:05
         Machine name: OEM-PC
           Machine Id: {3DFD0016-1B7E-4FD1-A36F-15B4CF2EC372}
     Operating System: Windows 10 Pro 64-bit (10.0, Build 19045) (19041.vb_release.191206-1406)
             Language: English (Regional Setting: English)
  System Manufacturer: System manufacturer
         System Model: System Product Name
                 BIOS: BIOS Date: 03/23/18 15:57:04 Ver: 05.0000D (type: BIOS)
            Processor: Intel(R) Core(TM) i7-8700 CPU @ 3.20GHz (12 CPUs), ~3.2GHz
               Memory: 16384MB RAM
  Available OS Memory: 16300MB RAM
            Page File: 18483MB used, 13816MB 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: 10.00.19041.2075 64bit Unicode

DxDiag Notes

  Display Tab 1: No problems found.
    Sound Tab 1: 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 1070
    Manufacturer: NVIDIA
       Chip type: NVIDIA GeForce GTX 1070
        DAC type: Integrated RAMDAC
     Device Type: Full Device (POST)
      Device Key: Enum\PCI\VEN_10DE&DEV_1B81&SUBSYS_51733842&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: 16237 MB
Dedicated Memory: 8088 MB
Shared Memory: 8149 MB
Current Mode: 1920 x 1080 (32 bit) (60Hz)
HDR Support: Not Supported
Display Topology: Internal
Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709
Color Primaries: Red(0.632812,0.350586), Green(0.334961,0.608398), Blue(0.144531,0.057617), White Point(0.313477,0.329102)
Display Luminance: Min Luminance = 0.500000, Max Luminance = 270.000000, MaxFullFrameLuminance = 270.000000
Monitor Name: Generic PnP Monitor
Monitor Model: E2441
Monitor Id: GSM581F
Native Mode: 1920 x 1080(p) (60.000Hz)
Output Type: DVI
Monitor Capabilities: HDR Not Supported
Display Pixel Format: DISPLAYCONFIG_PIXELFORMAT_32BPP
Advanced Color: Not Supported
Driver Name: C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispig.inf_amd64_ee20464bb4ac57f4\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispig.inf_amd64_ee20464bb4ac57f4\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispig.inf_amd64_ee20464bb4ac57f4\nvldumdx.dll,C:\WINDOWS\System32\DriverStore\FileRepository\nv_dispig.inf_amd64_ee20464bb4ac57f4\nvldumdx.dll
Driver File Version: 31.00.0015.1694 (English)
Driver Version: 31.0.15.1694
DDI Version: 12
Feature Levels: 12_1,12_0,11_1,11_0,10_1,10_0,9_3,9_2,9_1
Driver Model: WDDM 2.7
Hardware Scheduling: Supported:True Enabled:False
Graphics Preemption: Pixel
Compute Preemption: Dispatch
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:True
Driver Attributes: Final Retail
Driver Date/Size: 7/21/2022 12:00:00 PM, 1130024 bytes
WHQL Logo’d: Yes
WHQL Date Stamp: Unknown
Device Identifier: {D7B71E3E-58C1-11CF-6C5D-7C710EC2D235}
Vendor ID: 0x10DE
Device ID: 0x1B81
SubSys ID: 0x51733842
Revision ID: 0x00A1
Driver Strong Name: oem4.inf:0f066de361866ac3:Section024:31.0.15.1694:pci\ven_10de&dev_1b81
Rank Of Driver: 00CF2001
Video Accel:
DXVA2 Modes: {86695F12-340E-4F04-9FD3-9253DD327460} DXVA2_ModeMPEG2_VLD {6F3EC719-3735-42CC-8063-65CC3CB36616} DXVA2_ModeVC1_D2010 DXVA2_ModeVC1_VLD {32FCFE3F-DE46-4A49-861B-AC71110649D5} DXVA2_ModeH264_VLD_Stereo_Progressive_NoFGT DXVA2_ModeH264_VLD_Stereo_NoFGT DXVA2_ModeH264_VLD_NoFGT DXVA2_ModeHEVC_VLD_Main DXVA2_ModeHEVC_VLD_Main10 {20BB8B0A-97AA-4571-8E99-64E60606C1A6} {15DF9B21-06C4-47F1-841E-A67C97D7F312} DXVA2_ModeMPEG4pt2_VLD_Simple DXVA2_ModeMPEG4pt2_VLD_AdvSimple_NoGMC {9947EC6F-689B-11DC-A320-0019DBBC4184} {33FCFE41-DE46-4A49-861B-AC71110649D5} DXVA2_ModeVP9_VLD_Profile0 {6AFFD11E-1D96-42B1-A215-93A31F09A53D} {914C84A3-4078-4FA9-984C-E2F262CB5C9C}
Deinterlace Caps: {6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YUY2,YUY2) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(UYVY,UYVY) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(YV12,0x32315659) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_PixelAdaptive
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(NV12,0x3231564e) Frames(Prev/Fwd/Back)=(0,0,0) Caps=VideoProcess_YUV2RGB VideoProcess_StretchX VideoProcess_StretchY DeinterlaceTech_BOBVerticalStretch
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC1,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC2,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC3,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(IMC4,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(S340,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{6CB69578-7617-4637-91E5-1C02DB810285}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{F9F19DA5-3B09-4B2F-9D89-C64753E3EAAB}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{5A54A0C9-C7EC-4BD9-8EDE-F3C75DC4393B}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
{335AA36E-7884-43A4-9C91-7F87FAF3E37E}: Format(In/Out)=(S342,UNKNOWN) Frames(Prev/Fwd/Back)=(0,0,0) Caps=
D3D9 Overlay: Not Supported
DXVA-HD: Supported
DDraw Status: Enabled
D3D Status: Enabled
AGP Status: Enabled
MPO MaxPlanes: 1
MPO Caps: Not Supported
MPO Stretch: Not Supported
MPO Media Hints: Not Supported
MPO Formats: Not Supported
PanelFitter Caps: Not Supported
PanelFitter Stretch: Not Supported

Sound Devices

        Description: Speakers (3- USB PnP Sound Device)

Default Sound Playback: Yes
Default Voice Playback: Yes
Hardware ID: USB\VID_0D8C&PID_013C&REV_0100&MI_00
Manufacturer ID: N/A
Product ID: N/A
Type: N/A
Driver Name: USBAUDIO.sys
Driver Version: 10.0.19041.2604 (English)
Driver Attributes: Final Retail
WHQL Logo’d: Yes
Date and Size: 1/31/2023 12:00:00 PM, 209920 bytes
Other Files:
Driver Provider: Microsoft
HW Accel Level: Emulation Only
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

        Description: Microphone (3- USB PnP Sound Device)

Default Sound Capture: No
Default Voice Capture: No
Driver Name: USBAUDIO.sys
Driver Version: 10.0.19041.2604 (English)
Driver Attributes: Final Retail
Date and Size: 1/31/2023 12:00:00 PM, 209920 bytes
Cap Flags: 0x1
Format Flags: 0xFFFFF

        Description: Microphone (TONOR TC30 Audio Device)

Default Sound Capture: Yes
Default Voice Capture: Yes
Driver Name: USBAUDIO.sys
Driver Version: 10.0.19041.2604 (English)
Driver Attributes: Final Retail
Date and Size: 1/31/2023 12:00:00 PM, 209920 bytes
Cap Flags: 0x1
Format Flags: 0xFFFFF

        Description: Microphone (Webcam C170)

Default Sound Capture: No
Default Voice Capture: No
Driver Name: USBAUDIO.sys
Driver Version: 13.80.853.0 (English)
Driver Attributes: Final Retail
Date and Size: 10/22/2012 12:00:00 PM, 209920 bytes
Cap Flags: 0x1
Format Flags: 0xFFFFF

31

Same issues here, nothing that was suggested here worked unfortunately.

32

Bro, it was this, can’t belive an official integration is causing crashes, hard to belive. Tyvm

33

my Nvidia stuff just keeps re-appearing in my taskmanager, and overlays has been turned off :frowning:

34

Those who are using AMD cards, the Adrenalin has Overlays too. Disable it and it worked for me for now.

1 Like
35

There is something to this overlay issue for sure… while I did not have the overlay setting turned on for Nvidia, I did have the overlay turned on in Discord for this game. Once I turned that off, I could get in and play, and was no longer stuck on the logging in screen.

Update: while it did work and I was able to play for several hours, now I am trying to log back in again, and having the extact same issues as before - Game is freezing and unresponsive at the login stage.

36

Just run CristalDiskMark in the background and then start the game. It works for me everytime.

37

Closed discord and nvidia experience and I managed to load the game !!! It has to do something with overlays in general.

38

I’ve tried all of these suggestions and nothing is working. AMD processor, NVIDIA GeForce RTX 3080 here. Frustrating for sure.

39

Blizzard, please DO YOUR JOB. “There are over a dozen reasons why this might happen” is a lazy no-effort response. This is clearly impacting a lot of us, and we’ve done all the troubleshooting steps. There’s clearly a bug and you need to actually spend effort investigating it.

1 Like
40

Hello Friends,

The PTSD from the 2012 D3 release is hitting hard with this one. I was not only swindled by battlenet not picking up my Deluxe Edition, but I also paid an extra $10 for Ultimate just to try and play. Annoyingly enough blizz support came out with a “fix” for this about an hour after I paid. TLDR; Blizzard got $100 out of me when I was only wanting the standard addition. They’re playing 4d chess and I’m apparently just eating crayons.

Anyway, with extreme excitement I was finally able to hit the “Play” button! Within 10 seconds I hit the same issue of getting stuck at the blizzard splash screen. Next, I attempted to click through and got to the login page where my hands started sweating with anticipation. After the game promised it was logging me in I hit the next wonderful issue and froze at “Loading in Diablo 4”.

The good news is after 4 hours of debugging I think I may have solved it (did for mine atleast)!

I was able to fix this issue by literally uninstalling the game and then reinstalling on my D: drive rather than C: drive. There is another forum thread discussing the NVMe speed being too high and causing these issues.

Hard Drive Thread

If uninstalling and re-installing on a different drive doesn’t work, here are several different possible “fixes” (some already suggested and some not) and here’s a list to get you going (quicker fixes at the top followed by more time consuming ones below):

1.) Close out of NVIDIA experience/discord/anything else with overlays and see if you can load in. I’ve heard about potential overlay issues, so this should help rule that out.

2.) Confirm you are allowing access to D4 via Firewall Settings.

3.) Make sure Drivers are updated to latest version.

4.) Try logging out of Battle net App, switching region, and logging back in.

5.) Try launching the game from the File Explorer rather than the “Play” button in battle net. Click on the gear next to the “Play Button” and choose “File Explorer” and launch “Diablo 4”.

6.) Restart your PC.

7.) Click on the gear in the battle net app next to D4’s “Play” button and run the “Scan and Repair” tool.

8.) Uninstall the Battle Net App and then reinstall it.

9.) Uninstall Diablo 4 and Re-Install it.

10.) Restart PC again.

11.) Open a ticket with Blizzard Support. They’re absolutely swamped with issues atm, so please feel free to try playing other Blizzard Games with uplifting communities, such as Overwatch 2, while you wait!

I hope this helps you all get into the game and best of luck!

2 Likes
41

There is a known bug with the game and addressable RGB software. To fix this go to…

C:\Users\ username \Documents\Diablo IV\LocalPrefs.txt

Open that text file. Look for DisableChromaEffects and change the value from 0 to 1. This stops the crash to desktop on starting the game issue.

1 Like
43

Found the cause of my d4.exe lockup issues. Normally I run MSI Afterburner to monitor my AMD GPU (6950 XT) and it looks like d4.exe and MSI Afterburner don’t like each other. With MSI Afterburner running I will get random d4.exe lock ups, usually one the Blizzard logo screen or Diably IV logo screen. Once I shutdown MSI Afterburner the d4.exe lockups cease. Thanks to the folks who mentioned overlay issues, that gave me the idea to shutdown MSI Afterburner.

44

I recommend manually adding Diablo 4 to your firewall exceptions. I think it’s trying and failing to do a Windows Defender window when it crashes (might just be opening behind the game). Go to settings, search for firewall, Windows Defender Firewall > Allow an app or feature through Windows Defender Firewall > Change settings > Allow another app > Add the executable from wherever you installed it. I also added the launcher, just in case. Hope that helps some of you.

45

Same problem on my side. Nothing was helping so far. I wonder how they can launch the game with such a bug in the intro screen… they should be a discound or reimboursement… why paying for early access when you cannot access.

46

I don’t know what the problem is. Day 2 and I’m still having trouble logging in. What does work is clicking the splash screens quickly to get to the login screen. Then it will try and login and eventually crash at logging into diablo IV. Just keep repeatedly closing d4 and trying again. Eventually you will get in. Has now worked twice for me over two days after repeated fails. Once I’m in I don’t log out!

47

So something really strange is happening, I can click through to login screen but then can’t get past logging in - while loading my PC is making a buzzing sound then stops… hope its not frying my card or something

2 Likes
48

Correction: That didn’t do it. Apparently it just works sometimes. Fun.

49

I had this same issue. tried uninstalling, reinstalling. end task on geforce experience and discord, changing values in one of the D4 files. ended up being my m.2 ssd, as in this thread

I had to install D4 on an old sata ssd and was finally able to get past the blizzard logo, the login queue, and character select.

Good luck

50

I made a thread with some work arounds some time ago, linking here too.

Hope it helps.