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Author Topic: Crash every time on some computers, new behavior  (Read 219 times)

RG2130

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Crash every time on some computers, new behavior
« on: December 01, 2020, 04:17:25 PM »
We have several machines with both forest and railclone and some of our computers have spontaneously developed a problem with it freezes whenever trying to create or edit a forest or railclone and about a minute later max disappears. From scratch or existing scene. We have several max versions installed and same behavior in all.
It's currently about half of our machines, it's not all and there seems to be no triggering event. We have recently installed a windows update. Two of our computers have recently installed vray5 but only 1 fail.

It's our guess that your plugins check for updates or license initially and some part of it fails. Just a normal remove and reinstall of the plugins did not work. On two machines we have deleted registry as well and then reinstalled. That has worked on one computer but not the other. Installing the packages again may have satisfied update check for the moment somehow.

It could be related to some firewall settings by our IT department but it would be nice if your software handled it better and if we could get a reliable fix.
Some of the times during crash the task manager shows 5 open chromiums as part of the max process, which I'm assuming is part of your check for updates or other.

The problem is completely blocking any use of the software, it's not sometimes, it's a total blockage. It can render both though and editing the sub objects results in changes in the forests but the editor crashes max.
Any fixes please? as soon as possible.
First noticed about 1 week ago. And it's been in daily use.

Rokas

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Re: Crash every time on some computers, new behavior
« Reply #1 on: December 01, 2020, 04:28:12 PM »
Hi
We are sorry to hear that You are facing these issues.

It would help us to get a crash minidump file. When it happens for You again please send us the minidump.
Only this way we can identify(and fix) the issue.

Are You refering about these? :

Those are from autodesk, not us.
Rokas
iToo Software

RG2130

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Re: Crash every time on some computers, new behavior
« Reply #2 on: December 01, 2020, 04:47:13 PM »
Thanks for the reply
Our browser is called chromium for some reason but yes equivalent to the acwebbrowser.

When max crashes, there is no crash report, just instant vanish. I don't know if that's a windows setting.

You've never heard of this problem before?

Rokas

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Re: Crash every time on some computers, new behavior
« Reply #3 on: December 01, 2020, 04:50:40 PM »
No.
If that is related to our licensing we want to fix it asap. But we have no reports about it yet.
And we have no way to identify the issue without dmp file.

Edit.
Maybe event viewer can help identify crashing components?
« Last Edit: December 02, 2020, 09:06:46 AM by Rokas »
Rokas
iToo Software

RG2130

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Re: Crash every time on some computers, new behavior
« Reply #4 on: December 08, 2020, 11:19:03 AM »
Hi, we tried multiple remove and reinstalls, including deleting registry, it could often be made to work but not always. We then found a temporary fix by running max with administrator rights.
When windows closed max it listed a few errors, one of which was not being able to access a file as the reason for the closure.
The plugins seem to pass the license check but then grinds to a halt. In forest there is a second or two to do settings but then seizes up. We are very busy and we have a work around for now but would be nice if you could develop some insight if you have needless activity in the startup.
When I have time I'll try to post the windows error logs