Support FAQ: Difference between revisions

== Failed to join game ==

Try creating games on different game servers. If you continue to receive the same error then it is likely that the game server you were originally in crashed. The realm server still thinks your character is in-game because the game server did not report you leaving the game since it crashed. Therefore, the realm doesn't let your character into another game. While rare, this does unfortunately happen and the only fix is to wait for the game server to restart and let your character out of the void. This can take anywhere from a few minutes to a few hours depending on when the server restarts.

== Security warning with PD2 Launcher ==

Windows Security/Defender (and other anti-virus/malware solutions) will sometimes trigger a false positive with one or more components of ProjectD2. While the team does try to submit the files to Microsoft and other companies to prevent this, they do still happen. To prevent these from happening, you can create an exception/exclusion in your anti-virus for the entire Diablo II folder where PD2 is installed. '''See: [[#How-to create an exception in Windows Security/Defender]]'''

== Problems with the PD2 Launcher ==

# Make sure you are using the latest version of the PD2 Launcher from [https://www.projectdiablo2.com/ projectdiablo2.com]. Press Play to update and verify the version shown on the launcher is the latest

# Make sure you are running the PD2 Launcher as an administrator

# Make sure your anti-virus / firewall / anti-malware / ad-blocker is not blocking the launcher.

# You may need to manually unblock and/or create exceptions for the Launcher and the Diablo II and/or ProjectD2 folder.

# Look through your anti-virus (Defender or otherwise) for a detection. If it did block something you need to mark it as allowed/safe and restore the file.

# Uninstall the PD2 Launcher and reinstall with the latest version from [https://www.projectdiablo2.com/ projectdiablo2.com]

# Reboot your computer.

== Stash tabs not working ==

# Close out of the game and launcher.

# If you are on a laptop with hybrid graphics first do this: '''[[Poor performance with hybrid graphics]]''' and then try your stash tabs again.

# Try changing your graphics mode to ddraw in the Launcher Options as a temporary workaround

## If you are able to use both 3dfx and ddraw, try changing modes and testing in game then switch back and test again.

# Try changing your in-game resolution (ESC menu -> Video) a couple times

## If your game crashes see: '''[[#Game resolution options missing and/or crash when changing resolution in game]]'''

== Crashes when creating or joining games ==

== Game resolution options missing and/or crash when changing resolution in game ==

# Do not try to change the setting quickly, wait 1-2 seconds between each, longer if needed

# These may seem strange however each can give a different number of resolution options so you may have to go through each

## Try clicking on the resolution setting to change it

## Try using the arrow keys to select the setting and then the left/right arrow keys to change it

## Try using the arrow keys to select the setting and then press enter to change it

== You have music/ambient sound but no other game sounds ==

# Try changing your surround sound settings on your sound card.

# Try changing your sound output device to another (headset, monitor, speakers, etc).

# Try running in ddraw and windowed mode (-w) from the Launcher options.

# Try Compatibility mode if it is not already turned on. '''See: [[#How-to run the game with different compatibility settings]]'''

== Halt error ==

# Make sure you have an English version of Diablo 2 + LoD installed. '''See: [[#How-to install Project Diablo 2]]''' for links and information on downloading the proper installer.

# Try changing loot filters -- this is harder to test unless you can consistently reproduce the error.

# If you have tried using any Glide wrappers (such as Sven's) you may need to remove it or perform a reinstall of the game and launcher.

# Your installation may be corrupt. Reinstall everything (Diablo II and the launcher) and make sure you have an exception created. '''See: [[#How-to install Project Diablo 2]]'''

# If it happens during Rathma or other specific encounters, use the '''[https://discord.com/channels/701658302085595158/802993961827696640 #create-ticket]''' channel on Discord to report the issue. The ticket will have information about logs you can submit.

== Unable to connect to Battle.net ==

# The servers are down. Check the '''[https://discord.com/channels/701658302085595158/725189841314250782 #announcements]''' channel on Discord for any issues or maintenance updates.

# Your antivirus and/or firewall is blocking the game.

# You or your ISP or somewhere between your ISP and the PD2 servers are having network issues.

# If the error message states you were banned, '''do not''' discuss this in any channel. Read the '''[https://discord.com/channels/701658302085595158/725193331998589018 #pd2-rules]'''.

# Use the '''[https://discord.com/channels/701658302085595158/802993961827696640 #create-ticket]''' channel on Discord to check on your account status.

== Can’t connect to the realm, port 6112 error ==

# If your account name begins with or ends with an underscore ( _ ) this will prevent you from connecting. Either create a new account or use the '''[https://discord.com/channels/701658302085595158/802993961827696640 #create-ticket]''' channel in Discord to open a ticket about your account.

# Your antivirus or firewall is blocking the game. '''See: [[#How-to create an exception in Windows Security/Defender]]'''

# You will need to use the #create-ticket channel in Discord to open a ticket to check on your account and find out any additional information. '''Mods will not discuss this in chat or DMs.'''

== Empty list of loot filters in launcher ==

# See: '''[[#Problems with the PD2 Launcher]]

# If you are unable to resolve the issue, you can manually download a filter you like from [[Item_Filtering|Item Filtering]] and place it in the ProjectD2 folder. The file must be named loot.filter or you can replace the default.filter with yours.

== Offline characters missing after playing Diablo 2 Resurrected ==

# Locate the D2R save game location.

## '''%USERPROFILE%\Saved Games\Diablo II Resurrected''' is the default location

## If nothing is there, the saves are either gone forever or you may have a different save location.

## You can try searching your computer for <charname>.d2s

# If you are able to locate them, now locate the Diablo II save location.

## The normal location should be in the '''Save''' folder where you installed Diablo II, not the ProjectD2 folder and not the D2R folder.

##: You can also look in:

### '''%USERPROFILE%\Saved Games\Diablo II'''

### '''%USERPROFILE%\Documents\Saved Games\Diablo II'''

### '''%USERPROFILE%\Documents\My Games\Diablo II'''

### If you are still unsure, create a new test character and look in those locations, you should see a <charname>.d2s file

# Once you are able to locate the save files (including _LOD_SharedStashSave if you use PlugY) copy or move them back to the original Save folder.

# Open up the game to see if they are restored. If D2R modified the files in any way, the characters are likely unrecoverable.

# Make regular backups of your stuff.

== How-to create an exception in Windows Security/Defender ==

'''Also See: [[#Security warning with PD2 Launcher]]'''

Below are guides from Microsoft on how to create an exception. A '''folder''' exception for the entire '''Diablo II''' folder should be created to avoid certain issues.

#: https://support.microsoft.com/en-us/windows/add-an-exclusion-to-windows-security-811816c0-4dfd-af4a-47e4-c301afe13b26

#: https://support.microsoft.com/en-us/windows/risks-of-allowing-apps-through-windows-defender-firewall-654559af-3f54-3dcf-349f-71ccd90bcc5c

#: <br>

# '''If you are using a different anti-virus or firewall solution, you will need to look through the settings or find other documentation for creating any exceptions.'''

#: <br>

# Again, make sure to create the exception for the entire folder, not just one file.

== How-to run the game with different compatibility settings ==

# '''Open''' the '''ProjectD2''' folder, '''NOT''' the base '''Diablo II''' folder, and locate the '''Game.exe''' and '''Diablo II.exe''' files.

# '''Right click''' the file and select '''Properties'''.

# Under the '''Compatibility tab''', check the box and set the '''Compatibility Mode''' to '''Windows XP (Service Pack 3)''' and also check the box to '''Run this program as an administrator'''. You can also try Windows 7 as the compatibility.

# Repeat for the other file.

# Press '''OK''' to save the changes.