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Why does My Game Crash on Launch for Some Players?

Hi,

Edit: Still an issue with 4.16

Some players are reporting problems with our Unreal Engine 4.15.1 game crashing on launch. After analysing various crash dumps from the affected players, it looks like the crash is coming from FD3D11DynamicRHI::SetupAfterDeviceCreation(void):

Insulam-Win32-Shipping.exe!FD3D11DynamicRHI::SetupAfterDeviceCreation(void)
Insulam-Win32-Shipping.exe!FD3D11DynamicRHI::InitD3DDevice(void)    C++
Insulam-Win32-Shipping.exe!RHIInit(bool)
Insulam-Win32-Shipping.exe!FEngineLoop::PreInit(wchar_t const *)
Insulam-Win32-Shipping.exe!GuardedMain(wchar_t const *,struct HINSTANCE__ *,struct HINSTANCE__ *,int)
 Insulam-Win32-Shipping.exe!GuardedMainWrapper(wchar_t const *,struct HINSTANCE__ *,struct HINSTANCE__ *,int)
Insulam-Win32-Shipping.exe!_WinMain@16()
Insulam-Win32-Shipping.exe!__scrt_common_main_seh()
kernel32.dll!@BaseThreadInitThunk@12()
ntdll.dll!___RtlUserThreadStart@8()
ntdll.dll!__RtlUserThreadStart@8()

The closest thing I could see on the bug tracker is this issue: https://issues.unrealengine.com/issue/UE-40754

Any more details I can provide please let me know, however I am not able to re-produce this crash on my own machine, this has been reported from our end users.

Thanks,

Alan

Product Version: UE 4.16
Tags:
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asked Mar 24 '17 at 06:58 PM in Bug Reports

avatar image

Alan Edwardes
36 2 5 10

avatar image dgrieshofer Mar 25 '17 at 08:25 PM

I have reported the exact same issue here: https://answers.unrealengine.com/questions/576564/start-crash-in-shipping-game-on-some-hardware.html and here: https://forums.unrealengine.com/showthread.php?136947-4-15-Released!&p=683845&viewfull=1#post683845

Glad I am not the only one who noticed this issue. Hopefully this can now get resolved soon now that it is proven that the issue is on the engine side.

I noticed that your tracked bug report notes that this happened on AMD Radeon HD 6250 Graphics. The logs that I have received before I had to revert to 4.14 were from the following models: AMD Mobility Radeon HD 5000 Series, AMD Radeon HD 6450, AMD Radeon HD 7620G, AMD Radeon (TM) R7 370 Series

That is a pretty big range so the issue might be related to software (drivers) instead of hardware (AMD) since I noticed that all my reports were on drivers from 2015 but that is just a guess really. Either way this should be fixed regardless since it is a regression from 4.14. Maybe sharing your full logs might help uncover more information.

avatar image Alan Edwardes Mar 31 '17 at 07:08 PM

I still have folks reporting this type of crash. Did you get anywhere with this? I think you are correct that it is related to AMD cards, I haven't had anyone with a Nvidia card report this issue, though I am finding it hard to nail down the model ranges.

avatar image Alan Edwardes May 27 '17 at 03:06 PM

This is unfortunately still an issue with Unreal Engine 4.16.0. I have upped my game's minimum system requirements on the Steam page in order to cut out the mostly (now legacy) AMD cards that this crash is happening with, however I still get a spattering of negative reviews complaining that my game crashes on launch.

I will provide more information when I can, though splitting my time between development and guiding users to submit dxdiag reports is difficult.

Cheers,

Alan

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2 answers: sort voted first

Hey All,

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

Thanks,

Ed

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answered Apr 04 '17 at 01:25 PM

avatar image Alan Edwardes Apr 04 '17 at 05:19 PM

Hi Ed,

Would be more than happy to zip up the latest version of the Estranged project and send it across, though it's a couple gigabytes.

The most recent user to report the crash on launch on our Steam forums: http://steamcommunity.com/app/582890/discussions/0/133261370004890850/

In this case they do have out of date AMD drivers for sure, however I don't know if that is always the problem.

The output of their DxDiag: http://imgur.com/a/sAgDU and http://imgur.com/a/beom4

I will reach out to them again and try to get this in text format.

Cheers,

Alan

avatar image Alan Edwardes Apr 04 '17 at 05:49 PM

DxDiag output from the customer: dxdiag.txt

dxdiag.txt (77.0 kB)
avatar image Ed Burgess ♦♦ STAFF Apr 04 '17 at 06:34 PM

If you could get in touch with a user and see if they can reproduce the crash with a small sample project that would be best. I understand that it may be hard to lock down the issue if you can't reproduce it on your end. If possible try to limit the amount of content you send.

If you want privacy you can PM a download link to my forum account: https://forums.unrealengine.com/member.php?484739-Ed-Burgess

avatar image Alan Edwardes Apr 04 '17 at 07:20 PM

I created a new project using 4.15.1 and asked the same user to download and run it - they reported the same crash.

Project: https://iamestranged.com/distribute/support/Test4151_project.zip Shipping build: https://iamestranged.com/distribute/support/Test4151.zip

Let me know if I can provide more info,

Alan

avatar image Ed Burgess ♦♦ STAFF Apr 17 '17 at 06:09 PM

Thanks for the information Alan, we have done some compat testing with various Radeon cards to see if we could reproduce the crash on our end. So far we have been unsuccessful.

Do you notice a higher frequency of crashes from specific Radeon cards?

avatar image Alan Edwardes Apr 17 '17 at 09:28 PM

Hi Ed, I will try to pry more dxdiag dumps out of folks experiencing this, will update when I get them.

avatar image Alan Edwardes Apr 17 '17 at 09:52 PM

Here's one - this just came from a customer who was also crashing in SetupAfterDeviceCreation (verified with their memory dumps): dxdiag.txt

This is not the same hardware as the previous user, but they both share a similar AMD GPU:

dxdiag.txt (63.0 kB)
avatar image dgrieshofer Apr 18 '17 at 02:18 PM

I would suggest compat testing with AMD drivers from 2015 or earlier as this seems to be how the majority of crashes have been reported.

If it turns out it is only related to older drivers please consider fixing it anyway since this is a regression from 4.14.3 and lots of people run on older drivers and will simply return the game and/or down-rate it if crashes when started for the first time.

avatar image dgrieshofer May 17 '17 at 09:54 AM

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)?

avatar image Alan Edwardes May 30 '17 at 06:49 AM

Another DxDiag report from someone reporting this crash, this is now with 4.16: link text

dxdiag.txt (67.2 kB)
avatar image Alan Edwardes May 30 '17 at 07:10 AM

I built up a list of hardware from all reports I have received so far to see if there any patterns:

Reported OS versions: Windows 8.1 64bit - Windows 10 64bit

Processors

. AMD A10-5750M APU with Radeon(tm) HD Graphics (4 CPUs), ~2.5GHz 2. AMD A8-7410 APU with AMD Radeon R5 Graphics (4 CPUs), ~2.2GHz 3. Intel(R) Core(TM) i7 CPU Q 720 @ 1.60GHz (8 CPUs), ~1.6GHz 4. AMD FX(tm)-770K Quad Core Processor (4 CPUs), ~3.5GHz 5. AMD A10-6700 APU with Radeon(tm) HD Graphics (4 CPUs), ~3.7GHz 6. AMD A6-3650 APU with Radeon(tm) HD Graphics (4 CPUs), ~2.6GHz

Graphics

. AMD Radeon HD 8650G 2. AMD Radeon(TM) R5 Graphics 3. AMD Mobility Radeon HD 5000 Series 4. ASUS R9 270 Series 5. AMD Radeon R7 240 + HD 8670D Dual Graphics 6. AMD Radeon HD 6530D

Driver Versions

. 13.251.9001.1001 2. 15.201.2801.0 3. 15.201.1151.1008 4. 13.200.0.0 5. 13.301.1001.1001 6. 15.201.1151.0

Quite a spattering of AMD hardware, however the driver versions 13 - 15 look significant.

Cheers

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its not just your game many other games had the same crash for me all from ARK:survival and some others then my F-secure registred an virus called: insulam-win32-shipping.exe and now all games works fine

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answered Apr 16 '17 at 12:20 PM

avatar image

SgtHanz
1 1

avatar image Alan Edwardes Apr 16 '17 at 12:25 PM

Hi,

Insulam-Win32-Shipping.exe is my game - it is Estranged: Act II on Steam. It sounds like F-secure is a bit overzealous when it identifies viruses!

Could you give me a bit more information about the F-Secure product you have installed? I will try to reach out to them about why my game is being registered as a virus.

Cheers,

Alan

avatar image SgtHanz Apr 16 '17 at 02:28 PM

https://campaigns.f-secure.com/total/sem/sv_SE/ls/?ecid=9606&pcid=9606&gclid=CNmCsPyWqdMCFc6iGQodPQYFuQ&gclsrc=ds

you can find more info on their hompage (link) its a good antivirus company dont know so much about their program

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