Characters Missing or Logging Into The Wrong Region - 3/21/17

  • Hey folks,

    We've recently seen some reports of people logging in and noticing that all of their characters are missing. This mainly happens when logging into the wrong region. For example, if your characters are on the US servers and you happen to log into the EU servers, no characters are going to show up because they are saved on the US servers, and not on the EU servers.

    To resolve this, you would normally just log out and verify that you are logging into the correct region. However, the reports we've been seeing state that setting the client to the correct region in the Blizzard app has not been working. We're aware of this issue, and we're currently investigating the cause of it.

    In the meantime, if you have verified that your app and game are set to the correct region, and you are still missing your characters, please try the launching D3 manually, since that workaround seems to work.

    Here's how to do that:

    1. Navigate to the Diablo III folder.
    2. Locate the Diablo III.exe, right click on it and select Create shortcut.
    3. Move the newly created shortcut to the desktop.
    4. Right click on the shortcut and select Properties.
    5. In the Target field, leave a space after the last quotation mark and add -launch

    The target line should now look something like this: "C:\Program Files (x86)\Diablo III\Diablo III.exe" -launch
    6. Click on the Apply button and use the shortcut to launch the game.

    When the game loads up, you should see the old login screen which you can now use to log in. Before doing that, check that the correct region is selected. You can seen the region in small font below the login button.

    If the wrong region is selected, click on Options > Account, and change the region in the Server Region Selection drop down menu.

    For Mac users please try the steps here: https://us.battle.net/forums/en/d3/topic/20753695395#1
    ______________________________________________________
    Customer Support Contact Information
  • Hello all,

    For Mac users we do have some additional Mac specific steps located here: https://us.battle.net/forums/en/d3/topic/20753695395#1
  • DaDeadly,

    Which of your characters is missing?

    https://us.battle.net/d3/en/profile/DaDeadly-11307/hero/89087544

    I only see 1 deleted character on the account and it's a level 1 made and deleted a minute afterwards when you made another spelled slightly differently.
  • SuperNinja,

    2 days ago when you made this post, you logged into the US region for the first time which created a US account for you, but of course it had no characters. I see now you've accessed your account over in the EU which is where they were all along.