Unable to log into the game, character does not display on login screen but the pet does. Endless loading in Westmarch

Bug Report
1

In addition to a description of the bug you are reporting, please provide:

I cannot log into the game with my main(first) character after even reinstalling the game. Character does not appear on the login page but the pet does, once logged in it is endless loading at 100%. However, I can log into the game with my second character on the same account without any issue. This makes me to conclude it is a bug on the server side. Please assist ASAP.

Device Type: iOS
Device Model: iPad Pro (3rd Gen.)
Device Operating System: iPadOS 18.5
Diablo Immortal App Version: 4.0.0.2941640.f15c821d.2978533.E.371.D.iPad13,4

2

Good day… Ive seen a few different people have similar complaints to this.

Can you try the following:

  • try a different character on the battle net account. Create a new one if needed. Then go back to original character.
  • sign out of battle.net account. Sign in to another account. Go back to original account.
  • try a different device
  • completely uninstall the game. Reinstall on your device from the app store. Try signing into Sanctuary before fully downloading the additional resources. Maybe, while downloading resources you can test different activities: open world, dungeons, battle ground, rifts, visit your faction zone.

Question, how much in battlegrounds do you do? Very frequently? Daily? Infrequently? What about dungeons and rifts?

3

Thank you for the reply.

I tried everything - I was able to log in with a second character from my account, I encounter the same issue when I sign in with a different device, even reinstalling the game didn’t work.

Answer: I don’t do BG because I am not into PVP; I do average 3~4 dungeon and rift per day. I like to even things out so I don’t get burnt out.

I sure hope this issue can be resolved soon, I’m waiting for my own Angel of Wisdom. QQ

4

I learned a potential solution. This worked for one player, and has worked in a similar situation from WoW.

If you do this, it’s love to hear back successful or not.

suggested corrective action

unable to join Sanctuary with a character

  • Log in with a fresh install.
  • While additional resources are pulling from server, start bugged character.
  • Fully unequip everything from player. Equipment and pets
  • Finish downloading resources.
5

Uhmmmm …… repair client then log into the game without any new downloaded resource did the trick for me, who’d have thought?

I thank you deeply my friend, may Fahir never find you.

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