CD-ROM Problems

Steps to solve CD-ROM related problems:

If nothing happens when you try to start Diablo II: Lord of Destruction, or if you are instructed to insert your play disc when it�s already in your CD drive, then please try the following steps:

Install the latest Diablo II: Lord of Destruction patch.
You can find the latest patch information available for Diablo II: Lord of Destruction on our patch page.

Update your sound drivers
Information on how to find out if you have the latest sound drivers for your hardware is available on our driver information page.
*NOTE* Users with the Creative PCI64 should download the latest PCI64 drivers from Creative Labs Support.

Uninstall the "HelpSpot" program
Users with Gateway 2000 systems should be aware that an application called HelpSpot may cause CD-read problems, and you will need to uninstall the software to correct this.

Right-click on "My Computer."
Open the Control Panel.
Click "Add/Remove Programs."
Select HelpSpot and choose Uninstall.
When prompted to uninstall the trial version of Oil Change, choose "Yes."
NOTE: The help spot is not always listed in add/remove programs, it can also be found in Start\Programs\Gateway (or) Gateway Utilities.
In addition, any of the Macafee Office Suite (i.e., Guard Dog, Guardian, Nuts and Bolts, or Firstaid) can also cause this problem. We suggest removing these also, as well as Cybermedia's Oil Change.

Disable the Game Port/Joystick
Users with the Creative PCI64 should download the latest PCI64 drivers from Creative Labs Support.
If the problem persists, disable your game port/joystick.

Right-click on "My Computer."
Select "Properties."
Click on Device Manager Tab.
Expand the "Sound, video and game controllers" branch.
Right-click "Game Port/Joystick" and select Properties.
Check the box labeled "Disable in Active Profile."
Click on OK.

The following steps should fix problems in which the "Please Insert the Play Disk" message pops up unexpectedly or in which nothing happens when you attempt to start Diablo II Expansion:

Check the Minimum System Requirements

Make sure your system meets the system requirements.

Install the latest Diablo II Expansion patch

Make sure you have the latest patch installed which corrects some compatibility issues with some models of CD ROM drives. You should uninstall and reinstall the game, download the latest patch, and run the patch on a clean reinstall of the game.

Run msconfig

If problems continue, press the Start Button and select Run, then type "msconfig" and hit enter.

Select the General Tab and choose Selective Startup.
Select config.sys and press "Disable Process."
Disable Process for autoexec.bat*.
Disable Load startup group items.
Click OK and reboot your computer.
After the computer reboots, try reinstalling Diablo II: Lord of Destruction.

Download the latest Firmware/Bios Update

Get the latest Bios/Firmware update for your model of CD-ROM from your CD-ROM's manufacturer.

Use the Original Disc

If you are using a backup CD, a burned CD, or a CD-emulator program, use the original game disc instead.

Administrative Rights

Windows 2000 users should make sure they have administrative rights on the system they are using.

Remove DVD or Digital Audio Software & Virus Scanners

Digital Audio Extraction software and DVD movie players can affect the normal operation of your CD-ROM drive. If you have either installed, you may want to uninstall them. Be sure that you have backups of these programs so you can reinstall them in the future.

McAfee FirstAid and GuardDog may cause crashes or lockups during gameplay. Uninstall either program from your system to correct this problem.
Disable Virus Protection software.

If the virus protection software places an icon on your task bar, right click and select disable to disable the software from scanning your system while the game is running.
If no icon is present, press the <Ctrl>, <Alt>, and <Delete> keys at the same time to bring up the Windows Task Manager and manually close the virus protection software before you run the game.

Make sure you have enough free space

Confirm that you have enough free hard disk space on the drive on which you want to install the game.

Open "My Computer."
Right-click on the drive in which you are installing the program.
Select Properties to display the available free space.

Get the latest sound and video drivers

Make sure you have the latest Sound and Video drivers available for your hardware.

Find your sound/video card manufacturer from our Vendors list.
Check to make sure you have the latest updated drivers available for your hardware.

Drive-specific notes:

Goldstart LG drives:

Click on Start --> Settings --> Control Panel
Open System
Select the Device Manager tab
Double-click on the CD icon
Double-click on the CD-ROM drive
Select the Settings tab
Uncheck DMA
Click OK
Reboot

Send Blizzard support your system information

We are still continuing our efforts to identify and resolve causes for errors in which Diablo II: Lord of Destruction's play disc is not being identified properly. We would like your help in gathering additional information solve this problem. Please send this information to support@blizzard.com with "Please insert play disk [Crash]" as the subject of the e-mail.

Please be sure you have done these things:

Make sure you have the current Diablo II: Lord of Destruction patch installed.
Make sure you are using the original Diablo II: Lord of Destruction play disc.
Windows 2000 users need administrator rights to run the Diablo II: Lord of Destruction program.
Make sure you have the latest driver for your sound card.
Disable the on-board joystick port.
Uninstall Norton SystemWorks 2000/Norton Utilities 2000.

1. Create a new folder on your desktop:

Right-click on a blank area on your dektop. Select "new," then "folder."
Name the folder (preferably "backup" or something similar).

2. Copy the Sintf16.dll, Sintf32.dll, and SintfNT.dll files to your newly created folder:

Double-click on "My Computer." Open your C: drive, then double-click on "Windows" and open the System folder.
Right-click on Sintf16.dll and select "cut," then right-click on the newly created folder on your desktop and select "paste."
Repeat this process until Sintf16.dll, Sintf32.dll, and SintfNT.dll have all been copied from the Windows\System folder to the new folder on your dektop. When you are done, verify that all three files are now in the new folder.

3. Unzip the Analysis.zip file and extract the files to a second temporary folder you will need to create on your desktop (the name of this new folder is not important):

Make sure you have an unzipping utility to extract the Analysis.zip file which is attached to this message. If you do not, please visit http://www.winzip.com and download Winzip. Instructions for using Winzip can also be found there.
Download Analysis.zip from http://www.blizzard.com/support/Analysis.zip and save the file to your desktop.
Once you have an unzipping utility, double-click on Analysis.zip to run the unzip utility and unzip the file. You should see the four files included in Analysis.zip: Sintf16.dll, Sintf32.dll, SintfNT.dll, and Analysis.exe.
Right-click on the files extracted from Analysis.zip and select "copy," then right-click on the second new folder (see instructions above for creating a new folder) and select "paste." Copy all four files to this folder.

4. Place the newly unzipped Sintf16.dll, Sintf32.dll, and SintfNT.dll files into the Windows\System folder:

Double-click on "My Computer." Open your C: drive, then double-click on "Windows" and open the System folder.
Right-click on the newly-unzipped Sintf16.dll, Sintf32.dll, and SintfNT.dll files and select "copy," then right-click in the System folder and select "paste."
If you do not see the files in your System folder, they are probably hidden. To view them, click on View (on the Menu bar) and then select Folder Options. Click on the View tab. Under Advanced Settings, set "Hidden Files" to "Show all files." Next, uncheck the box labeled "Hide file extensions for known file types." After you do this, click on "apply" and then "OK." You should now see these files.
NOTE: If you experience any problems with these new .DLL files, replace them with the old versions, which you moved to the new folder in step 2.

5. Run the Analysis program:

Double-click on the folder that contains the Analysis.exe file. Make sure that your Diablo II Expansion play disk is in your CD drive, then double-click Analysis.exe.
You will be asked for your CD-ROM's drive letter. Enter the drive letter and hit enter. This step may take a few minutes. Please do not use your keyboard or mouse. Let this process run its course.
When the Analysis.exe program has finished, it will create a new file, called Analysis.bin, in the same folder as Analysis.exe.

6. Include the following information in your e-mail:

Your Name
Your Phone Number
The manufacturer and model of your Motherboard and Video Card Bios
Computer manufacturer & model number
Video & Sound card Manufacturer
DXINFO & MSINFO
CDROM manufacturer and Firmware version:
- CD Rom Manufacturer
- Firmware Version
  - Right-click on "My Computer" and select "Properties"
  - Click on the Device Manager tab and expand the CD-ROM branch.
  - Select your CD-ROM device and click the "Properties" button
  - Click on the Setting tab; your Firmware version is listed near the upper right hand side.
- Also tell us if your CD-ROM drive came with the system or if it was purchased separately.

7. E-mail us the Analysis.bin and DXdiag.txt files, which will help us find a solution for this issue:

Attach the DXdiag.txt, Analysis.bin, and msinfo.nfo files. Please include the CD-ROM manufacturer and model number in the e-mail.

Users with Kenwood TrueX CD-ROM drives, please try the following steps:

Kenwood TrueX drive users with problems reading the Diablo II: Lord of Destruction discs should get the firmware Update available for most models of Kenwood TrueX drives.

Kenwood has recently released a firmware update for the 40X Multi-Beam, 42 TrueX, and 52 TrueX CD ROM drives available on Kenwoods firmware downloads page.

Kenwood is aware of problems with the Kenwood TrueX CD-ROM drives reading the Diablo II: Lord of Destruction discs and is currently working on a firmware update for their CD-ROM drives. We suggest users check with the Kenwood Technical Support Site for updates as they are made available.

Users with Delta CD-ROM drives, please be aware:

A conflict between Deltas CD-Rom drives and the copy protection used with Diablo II: Lord of Destruction has been identified, and a solution will be included in the Diablo II: Lord of Destruction 1.04 patch. If you are experiencing this problem, please download and run the 1.04 patch once it becomes available. The patch is currently undergoing testing, once the patch is release we will post it to http://www.blizzard.com/patches/. Thank you for your patience,

Blizzard Entertainment
Technical Support Staff

If the game takes a very long time to load, but DOES start, we'll need to gather some information from you:

Requested Information
Blizzard Entertainment Support will require the following information to help diagnose your problem and provide you with a solution. Please send this information to support@blizzard.com with "Long Load Time" as the subject of the e-mail.

The Version of your Motherboard and Video Card Bios
Computer Model
Your Name and Phone Number
MSINFO

For information on CD-ROM performance tips and steps to keep your CD-ROM functioning efficiantly, try the steps below:

Clean the CD-ROM

To do this, use a CD-ROM cleaning kit or gently wipe the silver side of the CD-ROM with a soft, lint-free cotton cloth. Do not use a paper cloth, which can scratch the plastic and leave streaks. When you clean the CD-ROM, wipe from the center of the disc outward. Do not use a circular motion. If the issue continues to occur, clean the CD-ROM with a damp cloth or a commercial CD-cleaning solution. Dry the CD-ROM thoroughly before you insert it into the CD-ROM drive.

Clean the CD-ROM Drive

If cleaning the CD-ROM does not resolve the issue, clean the CD-ROM drive using a CD-ROM drive cleaning disc. CD-ROM drive cleaning discs are available in most computer stores.

Check for Protected Mode Drivers

Make sure you are using Protected Mode (32-bit) drivers for your CD-ROM drive. To do this:

Click on the Windows Start button, select Settings, and then click on the Control Panel.
Double-click System.
Click the Performance tab, and then confirm that the File System is set to 32-bit. Some drives use MS-DOS compatibility--you may be using real mode (16-bit) CD-ROM drivers. If this is the case, your CD-ROM drive may not be reading certain files on the CD-ROM. Contact the manufacturer of your CD-ROM drive to obtain an updated Protected Mode driver.
Click OK, and then close the Control Panel.

Reduce the CD-ROM drive caching

To reduce CD-ROM drive caching:

Click on "Start," point to "Settings," and then click on "Control Panel."
Double-click System.
Under the Performance tab, click File System.
Under the CD-ROM tab, move the Supplemental Cache Size slider to the "Small" position.
In the Optimize Access Pattern For box, click No Read-Ahead.
Click OK, and then click Close.
When you are prompted to restart your computer, click Yes.

Disable Auto-Insert notification

NOTE: If you disable Auto-Insert Notification, your programs can no longer start automatically.
To disable Auto-Insert Notification:

Click Start, point to Settings, and then click Control Panel.
In Control Panel, double-click System.
On the Device Manager tab, click the PLUS SIGN (+) next to CDROM to expand the branch.
Click your CD-ROM drive, and then click Properties.
On the Settings tab, click to clear the Auto Insert Notification check box.
Click OK, and then click OK again.
Close Control Panel, and then restart the computer.

Remove Duplicate CD-ROM Drives

Remove Duplicate CD-ROM Drives. Remove any duplicate CD-ROM drives being loaded by Windows:

Click on "Start," point to "Settings," and then click on "Control Panel."
Double-click on "System."
On the Device Manager tab, select "View Devices By Type."
Double-click the CD-ROM branch to expand it.
Note the properties for each device listed in the branch. To do this:
- Click on a device, and then click Properties.
- Click each tab in the device properties dialog box, and then record the device information and settings.
- Click OK.
Click OK, and then close Control Panel.
Restart Windows in Safe mode. To do this, use the appropriate method for your version of Microsoft Windows.
- Restart the computer. When you see the "Starting Windows 95" message, press the F8 key, and then select Safe Mode on the Startup menu.
- Restart your computer, press and hold down the CTRL key when your computer completes the Power On Self Test (POST), and then select Safe Mode on the Startup menu.
When Windows starts in Safe mode, click OK.
Click Start, point to Settings, and then click Control Panel.
Double-click System.
On the Device Manager tab, click View Devices By Type.
Double-click the CD-ROM branch to expand it.
Verify that there are no changes in the list of devices in the branch. If you see a device that is not in the list of devices you noted earlier, click the new device, and then click Remove. Repeat this step for each device in the branch that is not in the list of devices you noted earlier.
NOTE: If you see new copies of a device that is in the list of devices you noted earlier, check the properties of each copy of the device. If the properties for the device match the properties you recorded, keep the device. If the properties for the device do not match the properties you recorded, remove the device.
Click OK.
When you are prompted to restart the computer, click OK.

Run Scandisk and Defrag

If you have been having any Windows and/or hard drive problems you may want to run a thorough Scandisk and Defrag. It's good practice to run Scandisk and Defrag regularly to keep your system file management at peak performance.

In order to run Scandisk:

Click on Start, Programs, Accessories and then System Tools
Click on the Scandisk icon
Mark the Standard radio button for a quick scan, or Thorough for a more detailed scan (which takes considerably longer).
Make sure the Automatically Fix Errors box is marked.
Select the hard disk you wish to scan and click Start.

In order to run Defrag:

Click on Start, Programs, Accessories and then System Tools
Click on the Defrag icon
Select the Hard Disk you wish to defragment.
Click OK to start the scan.

Check the Virtual Memory settings

Set the Virtual Memory Settings High if you have plenty of Hard Drive space (Making sure the Min/Max has the same value):

Windows 95/98

Right-click on My Computer.
Select Properties.
Click on the performance Tab.
Click on Virtual Memory button.
Put a check in the "Let me specify my own Virtual Memory settings" area.
Set the minimum and maximum amounts to about the following depending on how much Ram you have in your computer (Usually a bit more than double your normal ram on your system, but making sure the amounts for Min and Max are the same):
- 32 MB RAM: Min 96, Max 96
- 64 MB RAM: Min 156, Max 156
- 128 MB RAM: Min 300, Max 300
- 196 MB RAM: Min 400, Max 400, and so on (exact amounts shown are not necessary).

Windows 2000

Right click "my computer" to get to the "System Properties" screen
Left click on the "Advanced" tab
Left click on the "Performance Options..." button to get to the "Performance Options" screen
Left click on the "Change..." button to get to the "Virtual Memory" screen.
Set the minimum and maximum amounts to about the following depending on how much Ram you have in your computer (Usually a bit more than double your normal ram on your system, but making sure the amounts for Min and Max are the same):
- 32 MB RAM: Min 96, Max 96
- 64 MB RAM: Min 156, Max 156
- 128 MB RAM: Min 300, Max 300
- 196 MB RAM: Min 400, Max 400, and so on (exact amounts shown are not necessary).
Left click on the "Set" button to apply the changes.
Reboot your computer.

Windows NT

Right click "my computer" to get to the "System Properties" screen
Left click on the "Performance Options" tab
Left click on the "Change..." button to get to the "Virtual Memory" screen.
Set the minimum and maximum amounts to about the following depending on how much Ram you have in your computer (Usually a bit more than double your normal ram on your system, but making sure the amounts for Min and Max are the same):
- 32 MB RAM: Min 96, Max 96
- 64 MB RAM: Min 156, Max 156
- 128 MB RAM: Min 300, Max 300
- 196 MB RAM: Min 400, Max 400, and so on (exact amounts shown are not necessary).
Left click on the "Set" button to apply the changes.
Reboot your computer.

Enable/Disable DMA

Enable/Disable DMA and Sync Data Transfer.

Right click on the My Computer icon and select Properties.
Select device manager and double-click CD-ROM.
Select your CD-ROM drive and click on Properties.
Click on the Settings tab.
Try checking or unchecking both DMA and Sync data transfer.
Click ok/close until the system properties Windows are all closed.

*Note: Some drives require DMA to be enabled. If your CD-ROM drive has problems after disabling DMA, then recheck the DMA option and reboot your computer.

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