Start Crash in Shipping Game on some Hardware

Development Programming & Scripting
1

Hey,

I have recently upgraded from 4.14.3 to 4.15 have received reports of crashes after redeploying my game. Since very little has changed in the game I believe that this issue in caused engine side especially since it seems to happen only for some people and it crashes before initializing the game according to the log. This is the log I have received from a customer:

Log file open, 03/15/17 19:07:32
LogPlatformFile: Not using cached read wrapper
LogInit:Display: RandInit(-1769209824) SRandInit(-1769209824).
LogTaskGraph: Started task graph with 4 named threads and 7 total threads with 1 sets of task threads.
LogInit: Using libcurl 7.47.1
LogInit:  - built for i386-pc-win32
LogInit:  - supports SSL with OpenSSL/1.0.2g
LogInit:  - supports HTTP deflate (compression) using libz 1.2.8
LogInit:  - other features:
LogInit:      CURL_VERSION_SSL
LogInit:      CURL_VERSION_LIBZ
LogInit:      CURL_VERSION_IPV6
LogInit:      CURL_VERSION_ASYNCHDNS
LogInit:      CURL_VERSION_LARGEFILE
LogInit:      CURL_VERSION_IDN
LogInit:  CurlRequestOptions (configurable via config and command line):
LogInit:  - bVerifyPeer = false  - Libcurl will NOT verify peer certificate
LogInit:  - bUseHttpProxy = false  - Libcurl will NOT use HTTP proxy
LogInit:  - bDontReuseConnections = false  - Libcurl will reuse connections
LogInit:  - CertBundlePath = nullptr  - Libcurl will use whatever was configured at build time.
LogOnline:Display: STEAM: Loading Steam SDK 1.39
LogInit: WinSock: version 1.1 (2.2), MaxSocks=32767, MaxUdp=65467
LogInit: Build: ++UE4+Release-4.15-CL-0
LogInit: Engine Version: 4.15.1-0+++UE4+Release-4.15
LogInit: Compatible Engine Version: 4.15.0-0+++UE4+Release-4.15
LogInit: Net CL: 0
LogInit: Compiled (32-bit): Mar 15 2017 09:50:55
LogInit: Compiled with Visual C++: 19.00.24215.01
LogInit: Build Configuration: Shipping
LogInit: Branch Name: ++UE4+Release-4.15
LogInit: Command line: 
LogInit: Base directory: E:/Program Files (x86)/Steam/steamapps/common/Refunct/Refunct/Binaries/Win32/
LogInit: Installed Engine Build: 1
LogInit: Presizing for max 2097152 objects, including 0 objects not considered by GC, pre-allocating 0 bytes for permanent pool.
LogStreaming:Display: Async Loading initialized: New Async IO: true, Event Driven Loader: true, Async Loading Thread: false
LogInit: Object subsystem initialized
[2017.03.16-00.07.37:819][  0]LogModuleManager:Warning: ModuleManager: Module 'ExampleDeviceProfileSelector' not found - its StaticallyLinkedModuleInitializers function is null.
[2017.03.16-00.07.37:819][  0]LogInit: Applying CVar settings loaded from the selected device profile: [WindowsClient]
[2017.03.16-00.07.37:826][  0]LogInit: Computer: ADAM-PC-V2
[2017.03.16-00.07.37:826][  0]LogInit: User: Adam
[2017.03.16-00.07.37:826][  0]LogInit: CPU Page size=65536, Cores=4
[2017.03.16-00.07.37:826][  0]LogInit: High frequency timer resolution =3.919433 MHz
[2017.03.16-00.07.37:826][  0]LogMemory: Memory total: Physical=3.9GB (0GB approx) Virtual=4.0GB
[2017.03.16-00.07.37:826][  0]LogMemory: Platform Memory Stats for WindowsClient
[2017.03.16-00.07.37:826][  0]LogMemory: Process Physical Memory: 120.65 MB used, 120.65 MB peak
[2017.03.16-00.07.37:826][  0]LogMemory: Process Virtual Memory: 131.03 MB used, 131.03 MB peak
[2017.03.16-00.07.37:826][  0]LogMemory: Physical Memory: 287.54 MB used,  3707.96 MB free, 3995.50 MB total
[2017.03.16-00.07.37:826][  0]LogMemory: Virtual Memory: 365.91 MB used,  3707.96 MB free, 4095.88 MB total
[2017.03.16-00.07.39:040][  0]LogTextLocalizationManager: No specific translations for ('en-CA') exist, so ('en') translations will be used.
[2017.03.16-00.07.39:158][  0]LogD3D11RHI: D3D11 adapters:
[2017.03.16-00.07.39:180][  0]LogD3D11RHI:    0. 'AMD Radeon (TM) R7 370 Series' (Feature Level 11_0)
[2017.03.16-00.07.39:180][  0]LogD3D11RHI:       3072/0/1023 MB DedicatedVideo/DedicatedSystem/SharedSystem, Outputs:2, VendorId:0x1002
[2017.03.16-00.07.39:180][  0]LogD3D11RHI: Chosen D3D11 Adapter: 0
[2017.03.16-00.07.39:190][  0]LogD3D11RHI: Creating new Direct3DDevice
[2017.03.16-00.07.39:191][  0]LogD3D11RHI:     GPU DeviceId: 0x6811 (for the marketing name, search the web for "GPU Device Id")
[2017.03.16-00.07.39:191][  0]LogWindows: EnumDisplayDevices:
[2017.03.16-00.07.39:192][  0]LogWindows:    0. 'AMD Radeon (TM) R7 370 Series' (P:0 D:1)
[2017.03.16-00.07.39:192][  0]LogWindows:    1. 'AMD Radeon (TM) R7 370 Series' (P:1 D:1)
[2017.03.16-00.07.39:193][  0]LogWindows:    2. 'AMD Radeon (TM) R7 370 Series' (P:0 D:0)
[2017.03.16-00.07.39:193][  0]LogWindows:    3. 'AMD Radeon (TM) R7 370 Series' (P:0 D:0)
[2017.03.16-00.07.39:194][  0]LogWindows:    4. 'AMD Radeon (TM) R7 370 Series' (P:0 D:0)
[2017.03.16-00.07.39:194][  0]LogWindows:    5. 'AMD Radeon (TM) R7 370 Series' (P:0 D:0)
[2017.03.16-00.07.39:195][  0]LogWindows:    6. 'RDPDD Chained DD' (P:0 D:0)
[2017.03.16-00.07.39:195][  0]LogWindows:    7. 'RDP Encoder Mirror Driver' (P:0 D:0)
[2017.03.16-00.07.39:195][  0]LogWindows:    8. 'RDP Reflector Display Driver' (P:0 D:0)
[2017.03.16-00.07.39:195][  0]LogWindows: DebugString: GetVideoDriverDetailsInvalid PrimaryIsNotTheChoosenAdapter GetVideoDriverDetailsInvalid PrimaryIsNotTheChoosenAdapter GetVideoDriverDetailsInvalid PrimaryIsNotTheChoosenAdapter FoundDriverCount:6 
[2017.03.16-00.07.39:195][  0]LogD3D11RHI:     Adapter Name: AMD Radeon (TM) R7 370 Series
[2017.03.16-00.07.39:195][  0]LogD3D11RHI:   Driver Version: Catalyst 15.9.1 Beta (internal:15.201.1151.1004, unified:15.201.1151.1004)
[2017.03.16-00.07.39:195][  0]LogD3D11RHI:      Driver Date: 9-29-2015
[2017.03.16-00.07.39:195][  0]LogRHI: Texture pool is 716 MB (70% of 1024 MB)
[2017.03.16-00.07.39:502][  0]LogD3D11RHI: Async texture creation enabled
[2017.03.16-00.07.39:514][  0]LogD3D11RHI: GPU Timing Frequency: 27.000000 (Debug: 2 1)
[2017.03.16-00.07.40:571][  0]LogWindows:Error: === Critical error: ===
[2017.03.16-00.07.40:571][  0]LogWindows:Error: 
[2017.03.16-00.07.40:571][  0]LogWindows:Error: Fatal error!
[2017.03.16-00.07.40:571][  0]LogWindows:Error: 
[2017.03.16-00.07.40:571][  0]LogWindows:Error: Unhandled Exception: EXCEPTION_ACCESS_VIOLATION reading address 0x909005f3
[2017.03.16-00.07.40:571][  0]LogWindows:Error: 
[2017.03.16-00.07.40:571][  0]LogWindows:Error: Refunct-Win32-Shipping.exe!0x00000000006B958F
[2017.03.16-00.07.40:571][  0]LogWindows:Error: Refunct-Win32-Shipping.exe!0x00000000003F870E
[2017.03.16-00.07.40:571][  0]LogWindows:Error: 0x000000000AF148A8
[2017.03.16-00.07.40:571][  0]LogWindows:Error: 0x000000000AF148A8
[2017.03.16-00.07.40:571][  0]LogWindows:Error: 
[2017.03.16-00.07.40:617][  0]LogExit: Executing StaticShutdownAfterError
[2017.03.16-00.07.40:617][  0]LogWindows: FPlatformMisc::RequestExit(1)
[2017.03.16-00.07.40:618][  0]Log file closed, 03/15/17 19:07:40

Here are the system specs of above log:

And this is how the error looks like for the end user:

Could this be related to Unreal Engine Issues and Bug Tracker (UE-42841) ?

I have also ruled out any possible issues due to game settings or save game data differences.

I would be interested if you have any more information regarding this crash and I will keep you updated if I receive more information as well.

2

I’m not sure if that is related because UE-42841 typically happens on editor startup. It sounds like to me that your game crashes in it’s packaged shipping build.

You may need to narrow this down by doing the following.

  • First determine where Refunct crashes (ex: in standalone or in a packaged build only)

  • Next determine if the crash is happening in a packaged blank project

If not there is something in your game project causing this that you need to find. You will have to start removing chunks of your project and test frequently to see if it stops crashing. Test after every step. This process can be long but well worth it.

  • Start by cloning your project and work on the copy. Then delete the save, intermediate, and config folders. This will return your project settings to default so if this fixes it you should check what you changed in your project.

  • Next Create a blank map that is your default Startup map. Test if you can open the project on this blank map if so you now have a testing map.

  • If your game is crashing on startup I would start testing the things you usually load on startup first. Test menu’s, pawns, etc… until you can reliably get a crash you can use your test map for this if it is able to open successfully in a packaged build. You can even test groups of assets at a time to determine what is causing the issue.

Let me know how this goes and we can continue from there.

3

for the info, however doesnt the engine also need to start up in shipping builds or do you mean just the editor?

I should have mentioned that this only happens for some people and I can not reproduce this on my hardware/software configurations so there is hardly a way to test this. If you have any more information please let me know. !

4

I have now received a log with debug symbols/information.

LogWindows:Error:
Refunct-Win32-Shipping.exe!FD3D11DynamicRHI::InitD3DDevice()
[d:\unrealengine\engine\source\runtime\windows\d3d11rhi\private\windows\windowsd3d11device.cpp:1080]

This definitely looks like an engine issue to me. Please check it out:
link text. Dump: link text

5

I have gotten two more logs from users who are experiencing the crash: 1, 2. So far all of them use AMD video cards with drivers from 2015.

6

Hey dgrieshofer,

I would recommend putting in a message on your main page asking users to update their drivers. by the way, I did mean to say editor earlier and I have edited the post.

If possible revert back to 4.14 since it seems your project works on that. Upgrading to a new engine version almost always introduces new bugs with all the new features and can be a risky venture.

Unfortunately, without a solid way to reproduce this in editor or a way to test we can’t take further action at this time. If you are able to reproduce this crash in editor and provide callstack information as well as your LoginID/EpicID given at the crash reporter window we could take further action.

If that is the case just leave a comment and we will get notified to address this post.

Cheers,

Ed

7

for the answer. As a follow-up I would like to mention that other people have reported this issue too like here: Why does My Game Crash on Launch for Some Players? - Rendering - Epic Developer Community Forums
and here: 4.15 Released! - Announcements - Epic Developer Community Forums

8

I looked at that AnswerHub post and tracked down UE-40754, there were some private comments included explaining why that issue was marked “non-issue”. That crash was caused by out of date drivers, after updating drivers the crash couldn’t be reproduced.

Have any of your users got back to you confirming that updating drivers fixed the issue?

9

I have seen UE-40754 and my game is indeed only packaged on 32-bit. Unfortunately I have not heard of any people resolving this issue with updating the drivers, on the other hand I have heard that they tried updating the drivers and it did not work. I have already reverted the update so I cant really test this anymore but it seems like you have some UE4 users who have this exact issue as well which may be of help.

10

I’ll try reaching out to some of the people in those other posts to see if we can get a solid repro case. If a ticket is made for this crash I’ll update this post.

11

@dgrieshofer

I’ve reached out to some users but still haven’t gotten a project that reproduces this issue.

@Anyone who reads this thread

If you happen to have this issue please upload a sample project that breaks after updating to 4.15. This will be very helpful since we are having issues reproducing this bug.

Also, please leave your DxDiag as well since this issue seems hardware specific.

Feel free to leave a comment with this information and the post will reopen!

,

Ed

12

Ed, have you seen this report about the same crash adding more details (packaged 32bit, specific AMD GPUs, not fixable with driver updates, happens in 4.16 too)?