Loading Issues with Items, Stash Tabs, and Gold

  • Update 3/25 @ 11:40 a.m. PT: Hey all! We've restored missing gold and items for players we were able to verify over the weekend. If you still have missing gold or items on one of characters that you believe as related to this issue, please contact Customer Support so we can continue to investigate on a case-by-case basis.

    Thank you so much for your patience and your reports!

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    Update 3/20 @ 8:13 p.m. PT: Thanks to your reports and D3debug.tx files, we've been able to identify a very isolated number of players who did experience gold loss as a result of the missing gold/equipment/stash tab bug. We've developed a fix for this issue and are working to test and implement it by the end of the weekend. This fix should restore the full amount of gold lost as a result of the bug without any work required by the affected players. (Note that you need not have reported the issue in this thread to be eligible for the fix.)

    We sincerely apologize for any trouble this bug caused. The missing gold/equipment/stash tab should now be resolved and we hope to address any lingering issues associated with it before the launch of Reaper of Souls. :)

    Thank you again for your reports, and your patience!

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    Update 3/18 @ 7:34 p.m. PT: If you continue to experience issues with missing gear that is not resolved by simple logging out and back in, we recommend attempting this player workaround:

    03/18/2014 10:19 AMPosted by SamuraiBlues
    I changed the quest and started the game naked on menu screen. When the game actually started I was not naked anymore. Give it a try might work.


    In addition, we are also investigating the possibility of providing a special one-time exception for Hardcore heroes specifically affected by this issue to allow for a rollback of the account, and subsequent restoration of the fallen heroes. More information is available here: http://us.battle.net/d3/en/forum/topic/12162756204

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    Update 3/18 @ 10:40 a.m. PT: Thanks to everyone who provided D3debug.txt files. These are no longer needed at this time. We're continuing to investigate your reports of missing gold, items, and stash tabs and will provide updates in this thread as they become available.

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    Hey everyone!

    Earlier this evening, some players experienced an issue where, upon logging into the game, their heroes failed to load equipped and they were unable to access or view the hero's inventory, stash tabs, or gold.

    This issue that caused this to happen initially has been resolved and, overall, only a small number of players were affected. In addition, there shouldn't be any permanent loss of hero data (including items, stash tabs, and gold) from our database. Players affected by this issue, however, may need to log out of the game and then back into the game in order for everything to reappear. Note that several relogs may be required for all items, stash tabs, and gold to display correctly.

    While this issue is considered resolved on our end, we are continuing to monitor incoming reports--particularly those on this forum! If you are still experiencing problems related to this issue, please let us know in this thread. We'd also greatly appreciate if you could provide your D3debug.txt file and bracket it in ["code"][/"code"] tags (without the quotations). This file is located in the main Diablo III game folder.

    Thank you in advance for your posts! We are sincerely sorry that this issue occurred and for any inconvenience it's caused. We will continue to investigate your reports as they are received.

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    [EDITED TO ADD]

    If you share a D3debug.txt file, please also note what kind of issue you're still experiencing.This contextual information is very important. If needed, feel free to edit your existing post that includes the d3debug.txt file. Thank you!
  • 03/17/2014 09:58 PMPosted by Harlemsheikh
    Lylirra, I've lost a dear HC Monk due to this bug - any chance of a roll back on people affected by this? The proof is in the Fallen heroes profile (character is naked).


    This would be something best addressed by our Customer Support staff on an individual basis rather than us Community Managers :) While I can't make any guarantees or promises (since I am not Customer Support representative myself and our policy on the whole is to not restore Hardcore heroes), if you'd like to see if it's possible to have a Hardcore hero restored in this situation, then you're welcome to reach out through one of the contact methods listed here: https://us.battle.net/support/en/help/
  • 03/17/2014 10:02 PMPosted by SiG226
    Please help me...I've relogged so many times and I'm still without gear :(


    03/17/2014 10:03 PMPosted by tothewind
    My gear back after relogs but my Gold still gone.


    Thanks! If you're still experiencing issues, can you please provide your D3debug.txt file. This file is located in the main Diablo III game folder.

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    [EDITED TO ADD]

    If you share a d3debug.txt file, please also note what kind of issue you're still experiencing. This contextual information is very important.

    If need be, please feel free to edit your existing post that includes the d3debug.txt file. Thank you!
  • 03/17/2014 10:07 PMPosted by Lemons
    Where can we submit this txt file? Obviously we can't copy and past because it exceeds 50000 characters.


    Hey Lemons! I've actually upped the message limit for this forum for this specific issue to 1500000, so just a reply in this thread should suffice.

    To make things a bit more readable (if you're interested in that sort of thing), you can always place ["code"] ["/code"] tags around the file info. Just be sure to drop the quotations marks. :)

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    [EDITED TO ADD]

    If you share a d3debug.txt file, please also note what kind of issue you're still experiencing. This contextual information is very important.

    If need be, please feel free to edit your existing post that includes the d3debug.txt file. Thank you!
  • 03/17/2014 10:10 PMPosted by SiG226
    I've located the file. How should I provide you the file?

    In a reply is fine. (See above.)

    Thanks very much!
  • If you share a d3debug.txt file, please also note what kind of issue you're still experiencing. This contextual information is very important.

    If need be, please feel free to edit your existing post that includes the d3debug.txt file. Thanks!
  • 03/17/2014 10:21 PMPosted by ChanYue
    hi so i have to post those files in order to get fixed?


    Sharing your d3debug.txt file isn't required by any means! It's just appreciated and will help us investigate further.
  • 03/17/2014 11:40 PMPosted by Galx
    Although you might get a personal response from a "blue" (Blizzard employee), most likely they'll just get the problem fixed on everyone's behalf.


    That's our goal. We're asking for individual d3debug.txt files so that we can get a better understanding of what might causing issues to persist for certain characters and accounts; however, if we're able to implement a solution, it'll likely be something we do for everyone rather than character-by-character or account-by-account.

    03/17/2014 10:36 PMPosted by Rowechelon
    Hence they only "appeared" to die, right?


    Didn't mean to downplay the matter by using the word display. I've gone ahead and updated the main post to hopefully make that fact more clear. :)
  • Thanks for the additional reports, everyone. We no longer require additional d3debug files at this time.

    Our team is continuing to investigate, and as soon as we have additional information to share, we'll update this thread accordingly.
  • 03/18/2014 10:19 AMPosted by SamuraiBlues
    I changed the quest and started the game naked on menu screen. When the game actually started I was not naked anymore. Give it a try might work.


    Just quickly highlighting this workaround. Please let me know if it works for you!