PTR Pop-Up | Focus on Freezing Issue | Has Ended

#1 - Aug. 4, 2021, 6:52 p.m.

PTR Pop-Up Coming August 5 - Focus on Freezing Issue

A PTR Pop-up is coming this Thursday, August 5. The focus for this PTR is to get into the details of what is causing lag spikes and/or game freezes for players. This has been a recurring issue for players, and we’re hoping to gather information with the intent to fix this inconvenience and improve game stability for all Diablo III players.

To be transparent, reproducing this issue has provided our internal teams with unique challenges, and with this PTR Pop-up, we’ve incorporated new player log capabilities within D3Debug.txt to dive into this issue with all of you. We’re hoping that our collective efforts can help contribute to a fix for all players.

References threads below:

• [Main Thread] Windows 19041 - Freezing for 5-10 seconds
• Freezing Issue installed Fmodex64.dll file - Fix Needed

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Phase 1: How do we approach this issue?

• We’re kindly asking for you to play the PTR Pop-up which starts on August 5, with the intent to specifically reproduce the bug/freeze issue.
• If you encounter an instance of the freeze/lag bug, please share your D3Debug.txt file within this thread via https://pastebin.com/
• Please share any steps to reproduce the issue within the same post.

Phase 2: Incoming Reactive Fixes

• Our teams will be gathering the data with plans to update the build during the PTR Pop-up testing period.
• The core process will involve pushing out a new build and asking for players to continue to test.
• If players experience the issue again, we’re requesting for players to continue to update the thread with new D3Debug.txt files (via pastebin.com)

Phase 3: Rinse & Repeat

• We’re hoping to go through this course to the point where we gather enough to fix the issue.
• Continued request for D3Debug.txt files for those who encounter the issue.

Updates and More

We understand that this is taking place during Season 24, and we apologize if this time to test is taking away from your experience. We want to extend our thanks for considering participating in the Pop-up PTR and we hope to keep the thread busy with updates.

Thank you for taking the time to read and look forward to seeing you in the PTR!

#3 - Aug. 4, 2021, 6:53 p.m.

Tips, Tricks and Additional Notes (Last update 8/5)

• The test will take place using the PTR version of Diablo 3. This is important to note when sending over the D3Debug.txt file.
• Only the most current play session is logged in the D3Debug.txt file. In other words, if the game client is closed and reopened, it will overwrite the previous log.
• Once you encounter the bug, (FREEZE) please quit the game immediately to copy and share the D3Debug.txt file.
• Kindly send a screenshot of the settings you had while the bug occurred.

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Major Updates

• 8/5 PTR Pop-up phase 1 is now live. [Completed, w/ feedback gathered]
• 8/6 PTR Pop-up phase 2 is now live. [Completed, w/ feedback gathered]
• 8/9 Updated thread to confirm that “Phase 3” of the PTR Pop-up is coming soon.
• 8/9 PTR Pop-up phase 3 is now live. New PTR version is now available for download.
  - 8/10 PTR Pop-up phase 3 ver.2 is now live and available for update.

#36 - Aug. 5, 2021, 6:29 p.m.

PTR Pop-up is now live!

#40 - Aug. 5, 2021, 6:48 p.m.

If its not a bother, hopefully you can hop on the PTR to reproduce the issue and share the log. We have some configurations within the PTR to help us dive deep into the issue. Hope this reaches you well ShadowAegis!

#49 - Aug. 5, 2021, 8:15 p.m.

Sup Vita! Isolating the request specifically for the lag/freeze issue here. Thanks for checking in though!

#56 - Aug. 5, 2021, 9:30 p.m.

ayyyy! Thanks for taking the time. Sending you digital-invisible-delicious-cupcakes

#62 - Aug. 5, 2021, 10:37 p.m.

@Somebody

can you kindly confirm that the crash occurred within the PTR Pop-up?

#63 - Aug. 5, 2021, 10:41 p.m.

If you havent started a new game, can you shoot over your report via Pastebin?

#72 - Aug. 6, 2021, 12:13 a.m.

Update 5:00pm (PST)

We have gathered a sufficient amount of data to implement a fix, and are now working towards creating a new build to do another round of testing. Here’s what’s coming:

• 8/5 | As of this post, we can halt further testing!
• 8/6 | A new PTR Pop-up build will be created and we’ll notify this thread once it’s available for an update. We’re hoping to see if the freeze issue subsides or continues through the new build. We’re asking folks to see if there are ways to reproduce the bug and if so please share D3Debug.txt files like we all did today.

We want to take the time to give an enormous amount of thanks to all of you watching, listening, sharing, and posting on this issue. We all thought it was the coolest thing for us to come together to identify some of the issues regarding the freeze, and we understand that you took time from your day to help - thank you !. Looking forward to the investigation continuing tomorrow and hopefully, we’ve all fixed this together!

#91 - Aug. 7, 2021, 12:46 a.m.

PTR Phase 2 is live

PTR has been updated and we’re looking check if the Freezes are happening while within the PTR.

If you encounter any freezes we’re asking to share your D3Debug.txt file via pastebin.

I’ll update the main post shortly and want to say thank you for all the posts so far.

#124 - Aug. 9, 2021, 6:16 p.m.

Hey everyone! This weekend, we received so much valuable information from the files and feedback on the Freeze issue. As of this morning, the team is preparing to jump into “Phase 3” of the PTR Pop-up and publish another build update with the intent to improve the current issues we’re reading into now.

At the moment, players can pause from sharing feedback and stay tuned for updates on the new build version coming. We’re very grateful for all the support and will keep you posted.

#127 - Aug. 9, 2021, 11:08 p.m.

PTR Pop-up has been updated!

The latest PTR pop-up build has been updated with improvements to address the freeze issue. We’re looking for more feedback from folks who encounter the issue and ask to share your D3Debug.txt files via pastebin on this thread.

Looking forward to hearing on how the build is performing and I’ll be chiming in for new updates to share. Hope you’re having a wonderful day!

#151 - Aug. 10, 2021, 9:43 p.m.

Amazing and helpful feedback as we kicked off Phase 3 and the new build. At this moment, we can pause from further feedback.

We’re getting ready for an additional update which we’re hoping to get out soon. I’ll post details on when it’s live and available for update. Looking forward to seeing more feedback on performance and how the gameplay experience is going.

Lastly, for any new reports we wanted to kindly ask if players could share a screenshot of their settings like how some did during phase 1. Dev team shared feedback on how helpful this was.
Stay tuned and thank you!!!

#154 - Aug. 11, 2021, 12:42 a.m.

8/10 | 5:30pm PST | PTR Pop-up has been updated!

• A new PTR Pop-up is now available for update.
• Hoping to hear feedback on game performance specifically tied to game Freezes.
• Requesting for D3Debug.txt files & a screenshot (or details) of settings if you encounter the Freeze bug.
• *NEW - If you played for an extensive amount of time, and no significant freezing occurs, we’re looking to hear back on this as well. Please feel free to include an estimate on how long you played for.

#172 - Aug. 11, 2021, 5:39 p.m.

8/11 PTR Pop-up Update

We’ve gathered a good volume of feedback and data and wanted to share that we are working on a new build! Players can pause from submitting reports and ill chime in here to share updates on when a new build will be ready!

To share with everyone, this morning we grouped and read through the most recent posts, reviewed the logs, and using the feedback to think through how to improve/test the performance further. Sorry to sound like a broken record but, we’re extremely grateful for all the posts and help!

Stay tuned

#181 - Aug. 12, 2021, 9:10 p.m.

8/12 PTR Pop-up Update | New Build Available for Update

The latest PTR Pop-up build is now available for download. Looking forward to hearing news on performance from everyone that has time to spare for testing.

#197 - Aug. 13, 2021, 5:36 p.m.

8/13 PTR Pop-up | Incoming Update!

We have an incoming update coming soon for the PTR Pop-up! The team is working on an update and we can now pause testing on the current version. Hang tight from updates from me on when the new build is live. Really appreciate the posts and stay tuned!!

#198 - Aug. 13, 2021, 11:16 p.m.

8/13 | PTR Update is now live!

A new PTR Pop-up version is available to play and we’re looking to gather feedback on performance issues!

• Performance testing: We’re hoping to get an assessment from players on how the game is running from an overall performance and audio standpoint
• Share with us your experience: Did you run GR’s, Bounties, etc. How long was your play session? How was this version compared to the previous?
• Settings: What settings are you currently running while playing?

Note: This time around we won’t be asking for D3Debug.txt files to let everyone dive into sharing feedback on the performance of your experience around what you normally do on the live build. We’re looking forward to hearing back!

#219 - Aug. 16, 2021, 7:34 p.m.

8/16 - D3 PTR Pop-up Testing Is Complete

We’d like to confirm that the PTR pop-up testing phase is complete and we will be taking down the PTR pop-up servers today. The bug/issue with freezing has been an ongoing issue, which had its challenges reproducing internally. When we launched the PTR pop-up we were greeted with open arms to help us attack this bug and we’re extremely thankful for every post shared with us. Your ongoing feedback helped us create the updates and changes and we couldn’t have done this without you.

Moving forward the team is looking at introducing the fix and aiming for a release that will be made available soon. We’ll make sure that the appropriate channels are updated for any of the players who did not read into this awesome thread - so stay tuned!

We want to extend our deepest thanks for sharing with us, helping each other, and keeping the chatter up on this thread.

#248 - Sept. 3, 2021, 8:25 p.m.

For those still tuning in - the core build had been updated on 8/31. I’m going to pin this thread back up to keep my eye on feedback on stability performance since the update.