I recently purchased Diablo 4, it keeps crashing. Sometimes completely, other times just to Battlenet.

Question

Before installing, I updated the nvidia drivers to the most current version and checked for any windows updates.

Installed Diablo 4 crashes multiple times, contacted Blizzard - gave me multiple things to try

1. Try updating the video drivers along with the Operating System. These being out of date can cause strange issues in game: https://us.battle.net/support/en/article/31024
2. Try a selective startup, this will shut down some common programs that can interfere with the Battle.net App: https://us.battle.net/support/en/article/23848
3. Uninstall/Reinstall the Battle.net App software: https://us.battle.net/support/en/article/30304 Retest! We provide additional troubleshooting here; take a look if your issue continues: https://us.battle.net/support/en/article/10483

After completing these steps, it still crashes and i contact Blizzard again - more steps

Typically crashes would be due to interfering programs, drivers, damaged files, or a hardware problem. The system crashing and restarting can be a serious problem and require a local PC tech to best troubleshoot ( https://support.blizzard.com/article/000210453 ). Still we can try the following to fix or at least narrow down what's going on.

1. The graphics driver looks recent. It's possible the settings it's using is causing a problem though, and those settings are not reset with updates. Luckily we can reset them to defaults to see if that helps. We'll also want to reset the in-game settings for the game so defaults are detected again after the reset of the driver. First reset the video driver: https://battle.net/support/article/24142 There is no button to just reset those settings out-of-game. Instead we need to delete the file where the settings are stored: 1) Right click Windows Start 2) Open File Explorer 3) Open Documents 4) Delete the Diablo IV folder and empty the Recycle Bin Note- This will delete saved screenshots so if you wish to preserve those, save and then move them from the screenshots folder before deleting the Diablo IV folder
2. Let's see if creating and switching to a new Administrator Account helps. This sets many settings to defaults and also helps with permission problems, so can be useful to do even if you're using an admin account already: https://battle.net/support/article/34550
3. Let's rule out a possible damaged graphics driver by removing the current one, cleaning things up, and then installing it fresh. The steps that follow are more thorough than the "clean install" the driver installer offers. 1) Download, but do not install the most recent driver for your graphics card from Nvidia. This driver should be the appropriate one: https://www.nvidia.com/Download/driverResults.aspx/205468/en-us/ 2) Download the most recent version of Display Driver Uninstaller: https://www.wagnardsoft.com/ 3) Run the Display Driver Uninstaller file you downloaded and “extract” it to your desktop 4) On your desktop, click “Display Driver Uninstaller” and run it. Do not run in safe mode 5) Select your graphics card from the drop down 6) Click “Clean and Restart” 7) After restart, install the driver that we downloaded above in step 1 * When installing the drivers, make sure we're not reinstalling GeForce Experience. We'll want to do a custom install per the screenshots here: https://imgur.com/a/0pknEiV
4. Lastly is more of an information gathering step than a fix, and that is to check the performance of the system while the game is playing. The information here goes over how to check for overheating, but we can use other information within the tool also: https://support.blizzard.com/article/000031363 Which brings me to if there is still a problem after steps 1-3 above, please let us know! We would ask the following to be included however: 1. Recap of the steps you took and details on what has changed (if anything) as a result.

I tried these but still keeps crashing, contacted them and was sent this

After looking over the system files, it appears that your computer is still experiencing Windows Bluescreen errors: 6/19/2023 3:56 AM Windows Error Reporting Event Name: BlueScreen;Problem signature: 1a

While I wish we could help out, these types of errors are beyond our ability to diagnose, as they indicate a deeper problem within the hardware or operating system: https://us.battle.net/support/en/article/127261 Our support is for the games and while we can suggest some basic troubleshooting steps that may help, it would be best to contact a local PC tech or Microsoft directly so they can analyze the bluescreen reports and give you the best advice for your situation. Even if it only happens when playing the game, please understand that a bluescreen represents a critical error in the operating system. https://www.lifewire.com/how-to-fix-a-blue-screen-of-death-2624518

https://www.howtogeek.com/163452/everything-you-need-to-know-about-the-blue-screen-of-death/

https://www.howtogeek.com/howto/6292/how-to-troubleshoot-the-blue-screen-of-death/

First, I recommend scanning the system for problems: https://us.battle.net/support/article/226603 https://us.battle.net/support/article/25946 https://us.battle.net/support/article/31356 I would also suggest disabling any overclocking on the GPU, CPU and RAM (such as XMP) to test the game using the default factory clockspeeds. You may also need to test the game using a single monitor. I would also suggest disabling the HDR & DLSS in-game options and reducing graphics temporarily while testing the game. If you continue to experience Windows Bluescreens then I recommend contacting Microsoft or a local PC tech.

My pc is not overclocked, HDR and DLSS were already off in-game , and my systems specs are more than enough.

i-9 10900k @3.7

z490 vision d

64 GB ram

Geforce rtx 2070

If you got to the bottom of this thank you so much :) and again for your help,

Rob

Answer 1

Hi, Trouble. I'm sorry to hear you're having this problem, and I hope I can assist you to find a satisfactory solution.

Can you send me the event viewer as step by step below and the Minidump of errors?

To get the Windows Event logs:

In the Windows search bar, start typing: Event Viewer.

Click Event Viewer Application in the search results pane.

In Event Viewer, expand "Windows Logs" (in the left pane).

Right-click Application and click Save All Events As.

In the Save As dialog, ensure that the file type is set to Event Files (*.evt).

Name the log file "Application" and click Save.

Repeat steps 5 through 7 to get the System and Security logs.

Upload these logs to some drive(onedrive, google drive, dropbox or another) and send me a download link so I can review it.

Minidump

Go to the c:\windows\minidump directory and check if it has any files, if you find it, put it in a drive and send me the link, please.

Please note: This is a user-to-user community forum. We are users just like you who help others. We are not employees of Microsoft.

Answer 2

Hi ViniciusMU, thanks for your quick reply. Here is the info that you requested

https://www.dropbox.com/sh/tb9ddjpw51dishu/AADXBgn9XAUmEcN13IXhtGfIa?dl=0

Answer 3

I found a memory related error in minidump(0x1a_61941_PAGE_TABLE_RESERVED_BITS_SET_IMAGE_hardware_ram), can you run a memory test with memtest?

I'll leave the link below the tool:

https://www.memtest86.com/

Note: This is a non-Microsoft website. The page appears to be providing accurate, safe information. Watch out for ads on the site that may advertise products frequently classified as a PUP (Potentially Unwanted Products). Thoroughly research any product advertised on the site before you decide to download and install it.

Answer 4

Sorry for the delay, I had to work all weekend and this was not so easy for me, techwise. I ran into a problem, i ran the memtest and in the end, it said FAILED, in big red letters. Press a key to see the results, but my keyboard failed to work. Luckily, I had taken a picture of what the screen said before the end. Which had the same information. As you can see it took some time. I managed to get my keyboard working again by just unplug/plug. I will run it again, while I sleep tonight and see if i can just do that in order to get the results. The bios was set as Legacy enabled.

Thanks,

Rob

Answer 5

Here are the results.