Missing items on Xbox One? Please read!

  • [Update October 10, 2014] We believe we have identified the cause of this bug and are working on a forthcoming patch to implement a fix. Although we do not have an ETA to provide at this time as to when this patch will be available, the followings steps should correct the issue in the meantime:

      Delete either instance of the duplicated hero in the Hero listBack out to Press StartProceed back to Main Menu

    Please note that these steps will prevent further instances of this bug occurring, but will not restore any items that were lost as a result. We sincerely apologize for any inconvenience this has caused and thank you all for time, patience, and reports.

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    Greetings everyone,

    Since the release of patch 2.1.0 on Xbox One, we’ve received several reports from players noting that their Hero saves have been lost. From these reports, it appears that the issue is only affecting certain heroes’ inventories. Some players have also reported seeing a duplicate of their hero with newer items on the Hero selection screen, but cannot enter a game with that specific character.

    If you have experienced, or continue to experience, this issue please let us know the following:

      For those of you who can 100% reproduce the issue with a given character, if you quit out to the Main Menu (by pressing the Menu button and selecting Quit), and then go back into game, have you lost anything?What console are you playing on?
        What are your Language/Location settings set to?What language are you playing the game in?

      Is your console connected to the internet?Have you recently moved your account or save data between consoles?Are you playing in multiplayer games, single player or some of both?
        If multiplayer, are you playing same-screen or multi-system multiplayer?

      What type of in game activities were you doing previous to quitting/leaving the game? (Adventure mode, greater rift, Nephalem rift, etc)What class/level are you?
        What gear are you using? (A screenshot would be great!)

      When you leave the game, are you turning off the console?
        If you are turning off the Xbox One, do you have the “Instant On” and/or “Resume Games Quickly” settings enabled? Where are you in game when you turn off the console? (Main Menu, “press any button” screen, In Game, etc.)

      If you are not turning off the console, are you quitting the application fully?
        Where are you in the game when you are quitting the application? (Main Menu, “press any button” screen, In Game, etc.)

    Additionally, it would help us to have your Gamertag/PSN ID. Please note this is optional, and we will be able to continue the investigation without this information. If you do not want to share that info here, please contribute what information you can.

    Thank you!