Game closing on loading screen

In the cinematic at the end of Act 2, the game shows a video and after the video ends and the screen starts loading for the new map, the game simply closes. This is my character ALT.
I log in normally as the main char, I created another char, and even after these steps, whenever I try to log in as this alt char, the game does not load the map and simply closes the screen, without any error message or anything like that.
I need to help