Hello. I am experiencing a constant crash every time I try to load the Unreal Engine tab in the launcher. This is not a hardware error, as I am able to open the editor fine. Further, when I attached the Visual Studio debugger to the Launcher process, it stated there was an unhandled exception in “LavasoftTcpService”.
I tried to purge this process from my system, but this is not an option, as any attempt to do so leaves the system unusable (internet off, Microsoft Office and Visual Studio non-functional, etc.), making me think that this service had replaced all TCP functionality with its own.
I am aware that this is a known issue, but it seems as though there is less emphasis on it. Since my Editor works, I decided to switch to working from the GitHub for the time being, but this is obviously less than ideal. Therefore, I was wondering if anyone had found any solution. Further, if not, I felt that adding this information (where the exception was being generated) might be of help.
Note that I had tried to reinstall EpicGamesLauncher with no result.
I tried the only relevant fix I could find (switching to OpenGL), and it crashed with the “send to Epic” prompt. Just in case that log dump could help, my MachineID is D4109C0843A9479386D5E08C3F63C1FA. I am running the latest version of Catalyst for my GPU (15.7.1), which contains driver 15.20.1062.1002.
I am attaching the latest log directory for comparison. I will also include the prior log and dxdiag. I have both full directories, but the combined size puts me over the message file size limit. I will instead include a sample of the prior logs since they seem to no longer be relevant (the crash is different now). If you want the full prior logs, let me know.
Hey, I have the same problem in windows 10, after I add launcher install folder in exclude in Windows Defender (or any antivirus u have), it work again.
I’ve taken a look at the two crashes, and they are definitely related to OpenGL. Can you post us a verbose log without running -opengl now that you’ve uninstalled Lavasoft Web Companion please?
Sure. I uninstalled the Launcher, since it’s not really critical to my workflow, but I reinstalled it to test the Launcher (running the GitHub version of 4.8.3 for development). That’s why the log folder will be missing several dates. However, the crash is still present.Logs enclosed. I switched to GitHub so that I could keep working on my project in the meantime.
Please could you add -forcelogflush to the Launchers commandline too and re-run your repro steps, as the logs are cut off too prematurely to contain useful information to diagnose the issue. Sorry about that.
Edit: Or if you have the crashdump, even better!
It may also be worth trying Duncan’s suggestion below too to see if that helps.
I added -forcelogflush, and it seems to give a full log now. Unfortunately, it doesn’t seem to be generating a crash dump anymore for some reason (unless I need to run it in Visual Studio’s debugger?).
I also tried running it with Duncan’s suggestion (adding the folder to Windows Defender’s Exceptions list), and it seems as though it might be a different crash this time (the error message in the log is different, at least), so I added the log as well. It’s the log dated from 15:07. The zip also contains the prior logs for reference. Logs enclosed.
The crash .dmp file should be in the same folder as the log itself, but it gets deleted once you dismiss the Launchers crash dialog, so you have to copy it before you dismiss this. The logs are unfortunately still being cut off, the crash must be preventing them from flushing, so we will need the .dmp file to work out where the crash has occurred. Sorry about that.
Unfortunately, it seems as though the crash dump is never generated. This is likely because UnrealCrashTool is never invoked. All I ever see is Windows’ crash error:
EpicGamesLauncher has stopped working
A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.
Then I am given the option to Debug or Close program.
Your crash seem to be when trying to load the community page still. You mentioned that you removed Lavasoft, correct? Could you make sure the dlls no longer exist in you system32 folder, some users have reported that it can still cause the crash if it still exists on their system.
It seems that, although it was mostly removed when I performed the removal process, it had broken my TCP/IP stack. At that point, I had performed a system restore to before the point I had removed Web Companion. While this did not entirely restore the program, the DLL was restored, as well as certain registry entries.
Unfortunately, this puts me into a bit of a predicament, as it seems any attempt to remove Web Companion completely will break my TCP/IP stack again. The most I can do is remove it from Add/Remove Programs and the Modern Apps list in Windows 10 (which does not seem to be enough, as the LavasoftTcp64.dll file is still in system32, and I cannot remove it since it is still in use by dasHost.exe).
Further, a system reset won’t help, as the program was likely installed because I have an Acer laptop and therefore Windows gave me what would’ve been installed on an Acer OEM Windows 10 PC.
Thank you for your patience so far. While I’m sorry that this situation caused so many problems, I’m relieved to hear that at least it’s not something isolated to my PC and that a solution is being looked at.
As a note to others who may be experiencing the same problem (and so that you don’t have to spend time needlessly), the problem appears to be restricted to the Launcher, as I was able to more-or-less seamlessly transition to the stable GitHub build as a workaround while the problem is being worked on. This seems to make sense, as I don’t think the GitHub build of the Unreal Editor has any dependencies on the TCP/IP stack (you can’t even access the Marketplace without installing the Launcher).
Hey Drafonis,
Glad that you were able to get up and running using the Github distro, I’m going to post some work-a-rounds here for the Lavasoft, just in case others find this thread as they run into the same problem.
Even after uninstalling Web Companion a couple of files seem to remain on users computers; if you check and still have either of these files - we have a work-a-round that will help you use the launcher. (We have a fix that should be released in the near future, until then)
Files to check for:
C:\Windows\System32\LavasoftTcpService64.dll
C:\Windows\SysWOW64\LavasoftTcpService.dll
Work-a-round
Make sure you have HiddenFiles folder viewing turned on.
Navigate too : C:\Users"YourUserName"\AppData\Local
Delete the UnrealEngineLauncher folder
Relaunch the Epic Games Launcher
You should be on the Epic landing page in the launcher
Launch Run (WindowsKey + R)
enter: com.epicgames.launcher://ue/library
This should bring you to the Library page on the Unreal Page - you should be able to download the engine and get to work.
Make sure to use the steps 6-7 from now on (Don’t use the .exe or a shortcut to launch the Epic Games Launcher).