Blizz Ticket Response

Technical Specialist Rinadar here.

I understand that the error 138 is still randomly occuring even when not doing anything. I know you want to play without the interuptions and have some more infomration to share.

I started by seeing if there was any crash reports on our end to check out. I found a lot from the same location as this ticket and the general system information matches the specs in your system files here so I suspect they're from when your game was crashing. I dug into the report further and found the developers are looking into a bug. It is not clear on exactly what may be causing this, or if this is not something more specific to hardware than a game bug, however it is possible there is nothing to be directly done besides wait for a patch to address the random crashes.

I looked over the reports linked to the bug and found a couple common factors both for what may be causing it and fixes. Nothing is 100% here though with some reporting a reinstall of the game helped, removing antivirus, and changing the graphics card to another generation helping.

The error itself is seen when something changes that the game doesn't like. It can be due to damaged files, interfering programs, or hardware issues. Thus the nature of this crash isn't easily figured out and may be why the developers are investigating to make sure it's not something on our end based on the pattern of the crash occuring.

With all this explained, I want to suggest a few ideas, however most of these are going to be outside of what we can directly help out with and a local tech may be needed to pursue them if you're not comfortable with the information. It also means if nothing helps, then reporting this as a bug and waiting for a fix would be all else we can suggest here.

With all that explained, let's go over what may help.

1. Disabling kernel debugging can help for systems that try the basics for this but still crash. It's done within Windows:
	1) Press the Start button and type "cmd"
	2) Right-click the result for Command Prompt and select "Run as Administrator"
	3) Copy/paste or type in the following, followed by enter:
		bcdedit -set DEBUG OFF
	4) Close the Command Prompt window and restart the system before testing the game.

2. An outdated BIOS can cause issues with how data is handled. I do see the motherboard has the original BIOS from when it was first released in 2015. The latest update is from March 2018 and includes many fixes to how it handles data. This is an advanced step to pursue and you would want to talk to your motherboard manufacturer or a local tech for assistance with updating it as doing it incorrectly can permanently disable the system.

For reference, the BIOS update and further information on the motherboard I suspect you have is here: https://www.gigabyte.com/Motherboard/GA-H170-D3H-rev-10/support#support-dl-bios

3. Just as important as the latest BIOS is chipset updates. This is also another step to pursue with caution. Again if there is concern about doing updates, you will want to reach out to the board manufactuer or a local tech. Here is a link to the area where the chipset updates are offered for your board: https://www.gigabyte.com/Motherboard/GA-H170-D3H-rev-10/support#support-dl-driver-chipset

The above combined with what was shared in the past ticket covers all that we have regarding this specific error. If nothing else works, then waiting for a bug fix may be the only thing to do, however it's possible there is something wrong with the system also that would require a more unique and hands on approach from a local tech.

To that end, I do have the information included in our tracking of this bug. If you find one of the above helps, please reply back so we can update the information. If you're still crashing, then please also get a bug report sent in-game through the Menu > Help > Submit Bug area as it includes much more information to the developers about what's going on than any report a Game Master can directly send.

I appreciate your time to reach out and do hope I clearly explained the situation and how to proceed. Thanks for your understanding and take care out there friend.