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EVE Client freeze/crash issues - Retribution 1.1

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CCP Vertex
C C P
C C P Alliance
#1 - 2013-02-21 16:37:04 UTC  |  Edited by: CCP Vertex
Update, we have a potential fix. You can find further details on page 6 of this thread or click this link


We have had a small number of reports of client lockup/freezes and sometimes crashes. We have started to investigate these reports but we need more information to narrow down a reproduction case.

If you have experienced a client lockup/crash since Retribution 1.1 then please file a bug report here or via the in-game bug reporting tool then reply to this thread to let me know you have done so.


What information do we need in the bug report?

Please attach:

  • Screenshot your clients graphic settings
  • When your client crashes it should generate a .dmp file located C:\Users\UserName\AppData\Local\CCP\EVE more info here
  • Logserver report from when the freeze/crash occurred more info here



Crucial information that should be included in the description:

Operating System:
Graphics Card:
Driver Version:
Number of Clients:
How long before the freeze/crash occurs?
What are you doing when the freeze occurs?:


Example:
Quote:

Operating System: Windows 7
Graphics Card: NVIDIA 580 GTX
Driver Version: 314.07
Number of Clients: 2 EVE clients running
How long before the freeze/crash occurs? Every 15 minutes of gameplay
What are you doing when the freeze occurs?: When I am jumping between solar systems

**CCP Vertex  |  Senior Development Manager ** | @CCP_Vertex
Rain6637
GoonWaffe
Goonswarm Federation
#2 - 2013-02-21 17:20:24 UTC  |  Edited by: Rain6637
//bug report submitted.

no freeze or lock, just hangs. in fact, all entries in history are "STARTUP" since retribution.

captains quarters definitely hangs. takes 1:20 to load, previously under 5 seconds. intermittent. 2-4 clients take exceptionally long. logging repeatedly for testing is not... fun.

graphics settings ss: screenshot
OS: Windows 8 64-bit Professional
GPU: Dual Asus Radeon HD7970 in Crossfire
Driver Version: 9.12.0.0
AMD Vision Engine Control Center V 2012.1219.1521.27485
(both latest non-beta releases from AMD site released 1/17)
Number of Clients: 5
RAM: 32GB
Storage drives: dual intel 330 SSD in RAID 0
CPU: AMD 8120 Black Edition

no freeze or crash, but captains quarters graphics will not load "Loading..." when starting the client or docking (any time they are supposed to load). however, other functions of the client are functional and instant, such as skill queue and inventory. Enter Ship Hangar loads as normal, and instantly

this machine was built for EVE... please don't break it

//found something interesting: if I switch to hangar on one client, it un-hangs the others. wait... no it doesn't.

Help, I can't download EVE

President of the Commissar Kate Fanclub

PLEX: A Giffen good? (It's 1B?)
Sergeant Acht Scultz
School of Applied Knowledge
Caldari State
#3 - 2013-02-21 18:59:32 UTC
Sergeant Acht Scultz wrote:
CCP Vertex wrote:
Thanks for your reply Sergeant, the freezing you mention... do you still experience the client locking up for several seconds?

I want to mention i've created a dedicated forum thread for this here which can be found here: https://forums.eveonline.com/default.aspx?g=posts&t=208010&find=unread


Hi CCP Vertex,

About this freezing thing, no I don't have this freezing for several seconds anymore, some times happens at undocking still but just a little thing probably under half second, nothing annoying at all.

Jumping gates and loading now it's clearly instant and doesn't matter the number of ships, no perceptible client freeze or delay in between commands/execution, I have to say that I haven't tested with drones yet.

Landing on mission/anom site even with those usual pesky clouds bright white/blue radiation stufz does not freeze my client neither, loading is instant.
Haven't got a single crash or CPU heat anymore, yesterday could get up to 90° (poor thing) with only single client running, today I can barely go further than 39°C with 2 clients, firefox -Eve+randomx2, Speccy, Thunderbird, PDF files and watching browser video.

Amazing change for me, thank you.

removed inappropriate ASCII art signature - CCP Eterne
CCP Vertex
C C P
C C P Alliance
#4 - 2013-02-21 23:00:15 UTC
Thanks Rain6637, the long wait in loading isn’t considered a client freeze/hang (that is when the client is completely unresponsive and won’t recover.

However I have good news, we are aware of the increase in time to load the captain’s quarters and one of the teams is currently testing a fix which should be deployed soon.

Sergeant Acht Scultz, I am glad to hear the issues appear to be gone, please reply or file a bug report if you have any further freezes or crashes.

**CCP Vertex  |  Senior Development Manager ** | @CCP_Vertex
Rain6637
GoonWaffe
Goonswarm Federation
#5 - 2013-02-22 00:43:52 UTC
np. i knew it wasn't something that would generate a crash log, but ... i figured i would submit a report just for the record.

I can do a set of 5 logons or so, if you think it would be necessary--now... later--i'm subscribed to this thread.

Help, I can't download EVE

President of the Commissar Kate Fanclub

PLEX: A Giffen good? (It's 1B?)
Aramatheia
Tiffany and Co.
#6 - 2013-02-22 14:38:33 UTC
hi I have been attempting to piece together what i can to contribute to the hunt for the problem.

I have the screenshot of my graphic settings here

Operating System: Windows 7 Professional 64 bit
Graphics Card: AMD Radeon HD 6800 Series (specific type i dont know how to find that out)
Driver Version: 8.872.0.0
Number of Clients: 1-3
How long before the freeze/crash occurs? Occurs usually every hour and a half
What are you doing when the freeze occurs?: flying in hq incursion fleets

Some additional information i can provide, i have had up to 3 clients running since this issue began (last night after dt for me) yet only my character "Aramatheia" is actually suffering from the client greyscreening. Even tonight i had just 2 clients logged on with Ara in a fleet and my leadership pilot also in fleet but boosting off grid and still just Ara suffered from the client greyscreen freezing, suggesting perhaps sufficient numbers of other players nearby is a factor (both alts last night and tonight were alone in thier areas of space, rarely seeing more than 1-2 other pilots)

I have cleaned my client cache(from the launcher settings), as well as my cache for Ara, and i have run the eve repair tool.

As a final note, since this issue began it has been causing my chatbox settings to be reset every single time i log Ara in, whether its my first fresh login, or after a client freeze. I reconfigure my chat boxes how i like them but it breaks again should i log out/freeze and return
Victor Skorpius
Thundercox
#7 - 2013-02-22 18:14:56 UTC
graphics settings: 1920x1080 EVERYTHING ON and set to HIGH
OS: Windows 8 64-bit Professional
GPU: Graphics Chipset AMD Radeon HD 6800 Series
Driver Version: 9.012-121219a-151592C-ATI
Number of Clients: 1
RAM: 8GB
Storage drives: WDC ATA device
CPU: Intel i5 2400

I get two "socket was closed" errors stacked and with a Retry and Exit buttons on the bottom.

Also taking a minute to minutes to render Captain's quarters.

Market menu is slow or buggy. Delay between clicking the browse and Quickbar tabs. Sometimes the browse will display on the quickbar tab. as if I didn't click on the Quckbar at all.
Printemps
The Scope
Gallente Federation
#8 - 2013-02-23 01:41:04 UTC
Operating System: Windows 7 64x
Graphics Card: Radeon 6950
Driver Version: 9.12.0.0
Number of Clients: 1
How long before the freeze/crash: Initial crash, 1 hour, 2nd crash: 30 minutes, 3rd crash: 30 minutes(all in the span of 2hours 45 minutes)
What are you doing when the freeze occurs: HQ Incursions all 3 times.

I unfortunately did not create crash log files. I will create one should it happen again.
Jerculees
Common Minerals
#9 - 2013-02-23 04:25:08 UTC  |  Edited by: Jerculees
I have been getting greyscreen lockup on 2 different computers. Have set up minidump and logserver on one now but haven't played since:

Computer 1
OS: Windows 7 64-bit Professional
GPU: nVidia Geforce GTX 480
Driver Version: 306.97
Number of Clients: 2
RAM: 12GB
Storage drives: Intel 160GB X25-M SSD
CPU: Intel i7-920

One or the other account greyscreens about once per 30 minutes, but stays online for at least 1 hour so far after greyscreen. One account is a freighter pulling ore from an Orca fleet hangar. The second is just a mining boost Orca sitting stationary in an asteroid field. Fleet hangar is used by mining ships to store ore while Freighter removes ore. The Orca stays available and providing boosts and fleet hangar even during greyscreen.


Computer 2

OS: Windows 7 64-bit Ultimate
GPU: nVidia Geforce GTX 680 x 2 (non-SLI)
Driver Version: 314.07
Number of Clients: 5
RAM: 32GB
Storage drives: Samsung 840 120GB SSD (boot), Mushkin Chronos 240GB SSD x 3 in RAID0 (game install)
CPU: Intel i7-3770k

One account runs on 27" monitor using 680-1 card, four accounts run on 24" monitor using 680-2 card. Various of the four accounts greyscreen once per 25 minutes. These are mining ships that continue to mine and stay logged on even after greyscreen. Only 1 account seems to greyscreen at a time so far.

I will provide updates from logserver and minidump as more crashes occur.

***************************
Have Computer 1 two clients running with /minidump flag, but no dump file generated when freeze happens. Logserver is running and log submitted under bug report 154105. Since I only have 1 client crash at a time, I am now seeing what happens when I leave the greyscreen client open and just start a new client. I have a crashed client on each computer right now and have just started new clients on top of them.

Only other thing, maybe just luck so far, but Computer 2 the client running on 27" monitor on 680-1 solo has not crashed. I also have a computer 3 that has not crashed:

OS: Windows 8 64-bit Pro
GPU: nVidia Geforce GTX 660m
Driver Version: 314.07
Number of Clients: 1
Ram: 16GB
Storage drives: Seagate 1TB
CPU: Intel i7-3630QM

****************************
And now that 680-1 solo client just crashed even with another client already in greyscreen freeze. I'm done for now.
Cezzec
Cybernetic Misshaps
#10 - 2013-02-23 07:53:24 UTC  |  Edited by: Cezzec
i can't even play the game i log in get ready to leave station get undocked then bam get a crash on all clients.

Clients 1-4

i have tried single client, double client, triple client and finally quadruple, I have also tried different graphic settings ( resolutions) I have never had a problem with eve running before this last patch and now can't even play the game. Current system specs below. Filed petition 154079 for this problem.

System Specs:

Alienware X51

Windows 7 64-bit (6.1 Build 7601)
Intel Core I7-3770 CPU (8CPU'S) 3.4 GHZ's
Memory 16384 MB Ram
Direct X 11

Nvidea G-force GTX 660
Memory 4044 MB
Currently display mode 1920x1080 (32bit) (60Hz)

Driver version: 8.17.13.142




I have tried everything i can think of on my end and no resolution so the ball is now in CCP's court. Comp Isn't even a month old and has had no problems till this current patch. I noticed Captains quarters hangs up really bad for like more that 3 minutes on my end and I have never had that happen either it has always gone right in with in seconds of logging in
DirtySnowBunny
Cherri Bombs
#11 - 2013-02-23 08:03:33 UTC
Client crashes. One or multiple. I have flat mates and they are having the same issue.

System: Win7 x64, 8GB of ram. Intel Core Quad Q9650 3.0 GHZ

Video Card: Nvidia GeForce 9800 GTX+
Driver: Geforce 310.90
(wont update to 314.07 due to mostly being directed to win8 BS)

Direct X 11

Running client at 1024x768 reduced from 1920x1200


I can load up the client(s) and login but after a period of time one or more clients will crash just randomly. the last crash I was running a single instance of EvE while just puttering in space.
Working 925
UK Corp
Goonswarm Federation
#12 - 2013-02-23 11:17:19 UTC  |  Edited by: Working 925
OS: Windows 7 64-bit Professional
GPU: ATI 6990
Driver Version: 9.14.10.0926
Number of Clients: 5
RAM: 12GB
Storage drives: OCZ 120GB Agility 3, 2x 1TB Caviar Black
CPU: Intel i7-920
Up time before crashes: 30m~1HR
What was I doing: mining, flying anything really. Issue usually occurs with one client minimized, attempted to maximize the window, comes up white, client still connected tho as I can see that from another account.

Have tried the following:

Copied client to different disk - no difference.
Copied the eve clients so they have their own separate set of folders - no difference.
Changed the graphics settings for performance, quality, ram - no difference.

This issue is new as I'd always been able to do this in the past without issue.

Cheers

*edit: Will try today with all clients maximized all the time see if the issue still occurs and time frame.
ISquishWorms
#13 - 2013-02-23 13:27:05 UTC
Just reading though this one thing that stands out to me is that you are all running a 64bit OS.

Any who have this issue that are using a x86 OS?

‘No, this isn't it at all. Make it more... psssshhhh’.
Working 925
UK Corp
Goonswarm Federation
#14 - 2013-02-23 13:58:52 UTC
32 Bit OS is limited to 4GB Memory

Hard pushed to run that many clients on 32 Bit OS.

Also that's made even less by the fact that x86 windows marks up a chunk of RAM dependent on how much GPU memory you have got.

I'd end up with a net memory pool of 0
Working 925
UK Corp
Goonswarm Federation
#15 - 2013-02-23 14:00:05 UTC  |  Edited by: Working 925
Just lost another window, after 2 hours. This time having all 5 maximized.
ISquishWorms
#16 - 2013-02-23 14:52:05 UTC
Working 925 wrote:
32 Bit OS is limited to 4GB Memory

Hard pushed to run that many clients on 32 Bit OS.

Also that's made even less by the fact that x86 windows marks up a chunk of RAM dependent on how much GPU memory you have got.

I'd end up with a net memory pool of 0


Some are saying this is happening when just running one client.

As far as I can tell though everyone posted here so far is using 64Bit OS unless I am misunderstanding you and what you are saying is that the client does crash for you on x86 as well?

‘No, this isn't it at all. Make it more... psssshhhh’.
Rain6637
GoonWaffe
Goonswarm Federation
#17 - 2013-02-23 14:54:52 UTC
i could put my old system back together and see what's going on with it..

Help, I can't download EVE

President of the Commissar Kate Fanclub

PLEX: A Giffen good? (It's 1B?)
RazerDude
The Scope
Gallente Federation
#18 - 2013-02-23 15:50:37 UTC
Im having same issues as Rain 6637,

I get the LOADING also for several mins, Has never done this before till

EVE Client freeze/crash issues - Retribution 1.1Subscribe
I have 6 accts and can play them all same time on computer with zero lag or any issues, But since this last this new patch, I have trouble logging in my toons, once they are logged in I have zero issues, its just the logging in part that takes so long, Its to the point I dont even want to play the gmae now cause it takes so long to log in, I have pretty much same system as Rain just a hair better and better cpu, PLEASE help with this or I will have to cancel all my accts because the log in time is just to much for me, takes almost 1 hr to log in all my toons

Rain6637
/bug report submitted.

no freeze or lock, just hangs. in fact, all entries in history are "STARTUP" since retribution.

captains quarters definitely hangs. takes 1:20 to load, previously under 5 seconds. intermittent. 2-4 clients take exceptionally long. logging repeatedly for testing is not... fun.

graphics settings ss: screenshot
OS: Windows 8 64-bit Professional
GPU: Dual Asus Radeon HD7970 in Crossfire
Driver Version: 9.12.0.0
AMD Vision Engine Control Center V 2012.1219.1521.27485
(both latest non-beta releases from AMD site released 1/17)
Number of Clients: 5
RAM: 32GB
Storage drives: dual intel 330 SSD in RAID 0
CPU: AMD 8120 Black Edition

no freeze or crash, but captains quarters graphics will not load "Loading..." when starting the client or docking (any time they are supposed to load). however, other functions of the client are functional and instant, such as skill queue and inventory. Enter Ship Hangar loads as normal, and instantly
Mexan Caderu
Garoun Investment Bank
Gallente Federation
#19 - 2013-02-23 17:50:59 UTC  |  Edited by: Mexan Caderu
Operating System: win7 64 bit
Graphics Card: nvidia gtx 550ti
Driver Version: appHanged on both 310.90 and 314.07
Number of Clients: usually 2, of which only 1 hanged so far, probably because the client/char that doesn't freeze is in station or just sitting in space idly
How long before the freeze/crash occurs? usually between 15 minutes to 5 hours
What are you doing when the freeze occurs?: Incursion running (explosions,fleet activity, lasers, turret effects ?). Never hanged during other activity.

screenshot with graphical settings: http://i.imgur.com/O60UjjF.png -> has also hanged with max settings and every graphical effect ticked on too.
Eve dump: not available. Nothin' is created in the specified location, perhaps because eve doesn't think it crashed.


Freeze symptoms:
* Logged in, business as usual, etc, etc
* then suddenly windows cursor goes into 'busy'
* clicking the eve window makes the eve window get a gray-white overlay
* EvE window is "not responsive". Windows offers to close the exefile.exe program that is not responding.
* task manager shows the single exefile.exe is saturating 1 core of the cpu (100% utilization of that core, normally core utilization is 2-10%)
* During this, the char is still in-game, alive and kicking
* alt-F4 or close the program as per windows offer
* only now reports come over coms that the char has DC'ed

CCP Vertex wrote:
We have had a small number of reports of client lockup/freezes and sometimes crashes.

I believe the freezes are rather frequent insome circumstances. In the incursion HQ fleet I tend to frequent there is usually one "white lockup" every 5-10 minutes.
ISquishWorms
#20 - 2013-02-23 21:13:39 UTC
I can confirm that while EVE does seem slower than usual to me I have not had it crash yet. I am running Windows 7 x86 SP1.

A friend of mine has just informed me that their EVE did lock up though for them last night whilst in space and it required a reboot PC was unresponsive. They are running Windows 7 64 bit like the rest of the posters here. Still not sure how relevant this is though.

‘No, this isn't it at all. Make it more... psssshhhh’.
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