Avatar of Strigoi357 #1177
Strigoi357 #1177
Imperial Palace Crash Help???(1)Category: GeneralSeptember-21-2016 11:55 PM PDT (8 years ago) Go to Blizzard forum post
So I've had this game for a while on PC and Console but mainly played it on console since that's what my friends had. So I recently bought (few days ago) the Reaper of Souls on PC. I've been trying to get through act 2 with my seasonal character but I am stuck and wondering if anyone else has had this issue. When trying to get back into the imperial palace for the second time to confront Belial, each time I try to enter the Imperial Palace the game crashes to the reporting window. I've googled Imperial Palace crash but it doesn't seem like anybody is having that same issue. Wondering if anyone else dealt with a crash at the same place and what they did to fix it. I have never had any problems or issues with crashing at all. Only when trying to enter the Imperial Palace for the second time.

I've been playing on my laptop which yes meets recommendations, yes has latest drivers and yes to the usual crap Tech Support questions like is the computer plugged in and what not. It's not my system. Furthermore I've also just installed it and played it a few times on my desktop which FAR EXCEEDS any requirements and as well is totally up to date and running just fine. The game crashes at the EXACT SAME PLACE every time when clicking to enter Imperial Palace after Leah beams the crap out of the gates. Every time. Same place. Previous experiences or ideas? Because as it sits right now I'm thinking about requesting a refund since I can't even play and experience what I just paid for since I'm stuck.
Avatar of Jambrix
Imperial Palace Crash Help???(10)September-22-2016 2:53 PM PDT (8 years ago) Go to Blizzard forum post
Hey Strigoi357,

Thank you for providing the detailed info on what exactly is happening. I was able to take a look at your crash logs here on our end and I do see that the same crash is happening on both your laptop and desktop.

Can you try disabling background processes and non-Microsoft services using the steps for Selective Startup to see if that helps? We would want to use this to see if the crashes are being caused by some other software conflicting with the game.

Avatar of Jambrix
Imperial Palace Crash Help???(14)September-23-2016 1:35 PM PDT (8 years ago) Go to Blizzard forum post
Hey Strigoi357,

After looking over the latest crash I can see that this one is a bit different than the original crash. This new one is indicating the crash is related to an issue with DirectX 9.

DirectX 9 is built into Windows 10 and there is a way to repair the DirectX files using the System File Checker.

1. Right-click on the Start icon and select Command Prompt (Admin)
2. Type sfc /scannow and press Enter.
3. Follow the prompts to check the integrity of your files.

Once that is done you can go ahead and test Diablo 3 again. If it is still crashing at that same spot you may also want to try deleting your D3Prefs file located in the C:\Users\(name)\Documents\Diablo III folder.
Avatar of Jambrix
Imperial Palace Crash Help???(16)September-23-2016 4:29 PM PDT (8 years ago) Go to Blizzard forum post
Hey Strigoi357,

Thanks for the update. I'm glad to hear that the crash is no longer occurring on your desktop PC. Were you able to try deleting the D3Prefs file on the laptop to see if that made a difference?

The new crashes are still referring to an issue with DirectX 9. Since the Windows System File Checker detected corrupted files but couldn't repair them that could very well be the source of the issue. You may need to run the sfc /scannow 2-3 times for it to fully repair everything, if it doesn't repair all of the files on the first scan.

Have you also by chance tried the Battle.net Scan & Repair on Diablo 3 on the laptop?
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