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Unity's video player makes our game crash on players that run Windows 7

Discussion in 'Windows' started by eagle555, Jul 3, 2019.

  1. eagle555

    eagle555

    Joined:
    Aug 28, 2011
    Posts:
    2,705
    We're currently using U2019.1.8 and before U2018.4. Many of our Windows 7 players are getting a crash starting the game due to the Unity video player (we use a background video for our main menu) in both Unity versions and we got more crash reports after upgrading to U2019.1.8. Is there a fix planned for this?

    https://store.steampowered.com/app/987020/DRONE_The_Game

    Our video player settings:
    upload_2019-7-3_7-42-20.png

    upload_2019-7-3_7-42-53.png
     
    Last edited: Jul 3, 2019
    eagle555, Jul 3, 2019
    #1

  2. Tautvydas-Zilys

    Tautvydas-Zilys

    Unity Technologies

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    Jul 25, 2013
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    10,680
    Were you by any chance able to obtain crash logs/dumps from any players? This is not a known issue so fixing it will be hard if we cannot reproduce it or observe it in logs/dumps.
     
    Tautvydas-Zilys, Jul 3, 2019
    #2

  3. eagle555

    eagle555

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    Yes Ferran our artist is using Windows 7. On his side it was working before with U2018.4. But with the 2019.1.8 test build it causes a crash, see the 2 log files where he made 2 crashes.

    Also he just upgraded from U2018.4 to U2019.1.8 on his side and the video file made Unity Editor crash on importing, he had to remove it to be able to continue to work.
     

    Attached Files:

    eagle555, Jul 3, 2019
    #3

  4. Tautvydas-Zilys

    Tautvydas-Zilys

    Unity Technologies

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    Can you attach a dump file that got generated from the crash? The bottom of the log says where it was created:

    Code (csharp):
    1. A crash has been intercepted by the crash handler. For call stack and other details, see the latest crash report generated in:
    2.  * C:/Users/User/AppData/Local/Temp/Five Studios Interactive/D.R.O.N.E. The Game/Crashes
     
    Tautvydas-Zilys, Jul 4, 2019
    #4

  5. eagle555

    eagle555

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    Yep, the rar contains 3 dumps
     

    Attached Files:

    eagle555, Jul 4, 2019
    #5

  6. DominiqueLrx

    DominiqueLrx

    Unity Technologies

    Joined:
    Dec 14, 2016
    Posts:
    260
    Hi eagle555!

    I believe this is a know issue that got indeed introduced into 2019.1: https://issuetracker.unity3d.com/is...deomedia-copytorgba-when-importing-video-file

    It was fixed in the 2019.3 code base and the backport to 2019.2 is done but the one for 2019.1 is still ongoing.

    Note that the bug can also be content-specific. So when you have a chance - either when 2019.1 has the fix or right now with 2019.2 - give this a try with your movie files and if the problem persists, please file a bug with one of your media files that causes the issue.

    Hope this helps and sorry for the inconvenience,

    Dominique
     
    DominiqueLrx, Jul 9, 2019
    #6

  7. eagle555

    eagle555

    Joined:
    Aug 28, 2011
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    Hi Dominique,

    Thanks for your reply. Yes in U2019.1 it started to always crash, but we also had the issue with U2018.3/4 builds that some Windows 7 players got a crash as well. Now that we disabled our main-menu background video it doesn't happen anymore.

    Nathaniel
     
    eagle555, Jul 9, 2019
    #7