Crash at Hero Select Screen

Technical Support
1

For the last few weeks my game crashes almost every time I try to play it, I have no other issues with any other game.

After joining a game I am able to select a hero, but before the game actually starts (still at the hero select screen) my screen goes black, my video card (I think) starts revving up really high and my computer crashes. I can hear the game in the background for a little bit while my screen is black then it locks up entirely and I have to restart.

I tried a clean install of the game and of my video card drivers but not really sure where to go from here.

Thanks for any help.

2

See if any of the issues mentioned in this post are relevant to you, and if not, we can look at a more in-depth report of your hardware. Known Technical Support Issues - Updated Oct 13, 2021

3

Thanks Nicole,

I went through that list, I do have a Razr mouse but I’ve uninstalled all of their software with no change.

I also tried to underclock my videocard but that didn’t help either.

Any other suggestions?

4

The Razer software is really good at hiding out on your PC. There are usually a few dll files that are still lurking after an uninstall. Game Wont Launch -Unknown Error- - #4 by gerbodis-1285

5

No luck with that either. I ran the game for over a year with no issues, this issue popped up in maybe the last 2 months.

6

Okay, let’s take a look at a DxDiag report. Blizzard Support - Obtaining System Files

7

Here it is! Thanks again for helping me out.

System Information

8

The AMD User Experience is crashing repeatedly, which might be the cause of your issue.

Are you seeing Bluescreens? If so, what error is appearing?

Check for Windows updates manually.

9

Hi Nicole!

I did the windows update manually and fully disabled the AMD user experience and that seems to have fixed my problem! Not a single issue since then. It seems the AMD user experience has been causing people issues in a variety of games when I googled how to disable it :slight_smile: Thank you so much for your help.

1 Like
10

Thank you for reporting back, I appreciate it; this thread might help other players. :star: