Agent crashes prevent patching or reinstall

  • Synopsis: Crashes of the background Agent processes made installing D3 frustrating and are preventing patch or install of RoS. Crash log snips and hardware info provided after the background narration.

    Agent has never been reliable

    I had somehow managed to get through agent problems in BDA before and installed D3 earlier this year and have since played for a couple weeks. I am not sure what combination of superstition and patience resulted in the install finally completing, but I know I ripped out and reinstalled BDA at least once and reinstalled D3 after upgrading to Standard. This past week or so I had noticed Agent hanging during background patch downloads and that affected my ability to play D3 or SC2 so I had to kill hung Agent processes a couple times there before BDA would be able to launch a game. Pausing the background patching seemed to prevent this, as I learned quickly.

    and now we can't patch or install

    When 2.0.1 hit the D3 tab of my BDA entered a loop trying to Reconfigure game files that never progressed beyond a certain point due to Agent crashes, as evidenced by Error logs in /Users/Shared/Battle.net/Agent/Agent.2689/Errors

    After much other troubleshooting yesterday from the many fine stickied posts and no luck today I removed all D3 application files and told BDA to install it, only to immediately hit the same issue (identical errors in Errors/Crash.txt logs with repeating KERN_INVALID_ADDRESS patterns.

    Can anyone interpret these crash files to tell me what is causing this? Of course we all suspect a driver or software conflict but which one? The latest tests and reinstall were done with almost nothing else running on the Mac besides BDA, fwiw. It is difficult to isolate the environment for good testing.

    Here are some snips and counts of the crash logs and the hardware info for the iMac is below that. Please let me know what other information would be useful in figuring out how my OS X is lethal to Blizzard's Battle.net Agent.

    Thanks,
    adric

    PS: While I was writing this up it may have shifted to a different malfunction like that of the original install glitch. I'll let it run for a few hours and check back.
    Crash text snips
    lorelei:Errors adric$ grep INVALID * | wc -l
    213

    lorelei:Errors adric$ grep INVALID * | tail -9
    2014-02-26 17.58.36 Crash.txt:KERN_INVALID_ADDRESS at 0x3A6666A2
    2014-02-26 17.58.36 Crash.txt:KERN_INVALID_ADDRESS at 0x3A6666A2
    2014-02-26 17.58.36 Crash.txt:KERN_INVALID_ADDRESS at 0x3A6666A2
    2014-02-26 17.59.08 Crash.txt:KERN_INVALID_ADDRESS at 0x666666A2
    2014-02-26 17.59.08 Crash.txt:KERN_INVALID_ADDRESS at 0x666666A2
    2014-02-26 17.59.08 Crash.txt:KERN_INVALID_ADDRESS at 0x666666A2
    2014-02-26 17.59.43 Crash.txt:KERN_INVALID_ADDRESS at 0x3A6666A2
    2014-02-26 17.59.43 Crash.txt:KERN_INVALID_ADDRESS at 0x3A6666A2
    2014-02-26 17.59.43 Crash.txt:KERN_INVALID_ADDRESS at 0x3A6666A2

    lorelei:Errors adric$ grep INVALID * | head -1
    2014-02-25 16.17.07 Crash.txt:KERN_INVALID_ADDRESS at 0x666666A2

    lorelei:Errors adric$ grep INVALID * | tail -1
    2014-02-26 17.59.43 Crash.txt:KERN_INVALID_ADDRESS at 0x3A6666A2

    lorelei:Errors adric$ head -40 "2014-02-26 17.59.43 Crash.txt"
    <Inspector.ProjectId:>
    127
    <:Inspector.ProjectId>

    <Application:>
    Agent
    <:Application>

    <Inspector.Module:>
    Agent
    <:Inspector.Module>

    <Inspector.BuildNumber:>
    Agent 1.11.3.2689
    <:Inspector.BuildNumber>

    <Inspector.Platform:>
    All Mac
    <:Inspector.Platform>

    <Inspector.IssueType:>
    Exception
    <:Inspector.IssueType>

    <Inspector.Priority:>
    None
    <:Inspector.Priority>

    <Inspector.HashBlock:>
    Mac
    EXC_BAD_ACCESS
    KERN_INVALID_ADDRESS at 0x3A6666A2
    ================================================================================
    Thread 0x00005C03
    0 0x0053EE35 "com.blizzard.agent"
    1 0x0053927F "com.blizzard.agent"
    2 0x005377D9 "com.blizzard.agent"

    <:Inspector.HashBlock>


    Mac info:

    Hardware Overview:

    Model Name: iMac
    Model Identifier: iMac11,3
    Processor Name: Intel Core i3
    Processor Speed: 3.2 GHz
    Number of Processors: 1
    Total Number of Cores: 2
    L2 Cache (per Core): 256 KB
    L3 Cache: 4 MB
    Memory: 16 GB
    Processor Interconnect Speed: 5.86 GT/s
    Boot ROM Version: IM112.0057.B01
    SMC Version (system): 1.59f2
    Serial Number (system): Yxxxxxxxxxxx6
    Hardware UUID: DCxxxxxxxxxxxxxxxxxxxxxxxxxxx30


    ATI Radeon HD 5670:

    Chipset Model: ATI Radeon HD 5670
    Type: GPU
    Bus: PCIe
    PCIe Lane Width: x16
    VRAM (Total): 512 MB
    Vendor: ATI (0x1002)
    Device ID: 0x68c0
    Revision ID: 0x0000
    ROM Revision: 113-B9850K-133
    EFI Driver Version: 01.00.416
    Displays:
    iMac:
    Display Type: LCD
    Resolution: 2560 x 1440
    Pixel Depth: 32-Bit Color (ARGB8888)
    Main Display: Yes
    Mirror: Off
    Online: Yes
    Built-In: Yes
    Connection Type: DisplayPort



    System Software Overview:

    System Version: OS X 10.8.5 (12F45)
    Kernel Version: Darwin 12.5.0
    Boot Volume: Lorelei Lee
    Boot Mode: Normal
    Computer Name: Lorelei Lee Long
    ...
    Secure Virtual Memory: Enabled
    Time since boot: 28 days 7:41

  • Hey there,

    I'd recommend making sure your OS is as up to date as possible. After updating your OS, after making sure that your OS is fully updated, we will want to try clearing out the game cache and the Battle.net cache to make sure there isn’t anything that didn’t get updated/cleared with the patch.

    Rebuild the Diablo III Cache
    1. Navigate to /Applications/Diablo III/Data_D3/PC/MPQs and delete the Cache folder.
    2. Then, navigate to Users/Shared/Battle.net/Agent and delete the Agent.db file.
    3. Run the Diablo III Launcher and let the game update its files.
    4. Press Play when you see Game is up to date

    For the Battle.net cache reset, please follow the directions at http://us.battle.net/support/article/6141

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  • So I had this issue in another thread and a player got it working by uninstalling Diablo 3, then uninstalling the Battle.net App and then clearing the Cache folder and then reinstalled the Battle.net app, and of course Diablo 3.

    The files you put in here seem similar enough on this that these steps may work, though it's a lot to go through. If you like give it a shot and see if this works for you!

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