Computer freezing when launching Diablo 4
Windows 11 64bit
Tl;DR, BitDefender(BD) free, Battle.Net(BN), Diablo 4(D4)
1 - BD and BN worked fine for months before installing D4.
2 - D4 froze or soft locked the PC when launching the application.
3 - D4 launches and does not freeze / soft locks the PC with BD uninstalled.
4 - After installing BD, BN and D4 now have issues.
5 - BN and D4 work fine again after uninstalling BD.
Greetings,
I've beening using BitDefender(BD) for a while now without any problems, and I would like to continue using it. I'm currently having issues launching Battle.net(BN)(application) and Diablo 4(D4) while BD is installed.
For months, I've never had any issues launching BN and playing World of Warcraft. But ever since I've installed D4 and tried launching it, I've had to force restart the PC multiple times and even did a system restore just to play the game.
Currently, if I have BD installed, BN get's some kind of, Update Agent is asleep error, a BN service. Like I said, I've never had this issue before installing D4 and I'm not even sure why I'm getting it now. I'm not entierly sure BD is at fault, but BN is working and not giving an error with BD uninstalled, so I don't know anymore.
As for D4, when launching it with BD installed, the PC would freeze, or go into some kind of soft lock. I lose the ability to open applications. Start menu and even task manager refuse to open. After uninstalling BD, things work again.
I'm not sure why this is happening, but I would like to get it resolved if possible. I'm using the free AV version of BD.
Thank you very much!
Comments
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Hello.
This is a known issue and has been already discussed here (just click on "View Post"):
And here is the temporary fix:
You could also do the steps below.
First, take screenshot(s) of the issue,
create a log file on your Windows device using Bitdefender Support Tool, by following these steps:
and
create a connectivity log file, by following these steps:
Next, contact Bitdefender Consumer Support by e-mail:
with short description of the issue.
After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.
Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log files you already created in the first step.
Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.
Remember that the screenshot(s) and the log files will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.
Regards.
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Hello everyone,
A quick update on this topic: our developers have recently deployed a fix and the internal tests confirmed the compatibility issues are gone now. Kindly update Bitdefender by right clicking on the system tray icon, as a signature update will repair the unwanted behavior.
Let us know your feedback in the comments.
Thank you!
Regards
Premium Security & Bitdefender Endpoint Security Tools user
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I'm still experiencing these issues with the new live version of the game.
How do I arrange a refund, as I simply can't use this product in its current development?
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To cancel your subscription or get a refund have a look at below stated link provided by bitdefender support
https://www.bitdefender.com/consumer/support/answer/7217/
Alternatively, you can contact the bitdefender support by visiting https://www.bitdefender.com/consumer/support/ and scroll down to the bottom of the webpage where you can get in touch with support representative either by email, chat or over a call.
Regarding refund, you can also drop an email to refunds@bitdefender.com
The support team will reply back to your query within next 24-48 hours excluding weekends.
Regards
Life happens, Coffee helps!
Show your Attitude, when you reach that Altitude!
Bitdefender Ultimate Security Plus (user)
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@j4yj4y can you try to disable the Advanced Threat Defense module and check how the game behaves afterwards?
Also, if this is not the culprit, you can temporarily disable the security modules one by one and launch the game after each deactivation, to find out which one is interfering with the game. You can find step by step instructions here:
I would also recommend to add the game .exe file as an exception for the ATD module:
As a last resort, you can reach the Support engineers for further troubleshooting, if necessary.
Regards
Premium Security & Bitdefender Endpoint Security Tools user
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