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Issues, Workarounds & Localization

 
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Frequent client crashes when docking or undocking

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Ransu Asanari
Perkone
Caldari State
#1 - 2013-09-28 23:15:59 UTC  |  Edited by: Ransu Asanari
I need some help.

I frequently have my client freeze up when docking or undocking. The client just goes completely unresponsive. It isn't consistently reproducible (once I restart I can dock and undock without error). But it is happening every hour or so.

Operating System: Windows 7 Professional 64-bit
Graphics Card: EVGA Geforce 580 GTX
Video Driver: 9.18.13.2049
CPU: Intel Core i5-2500k
RAM: 16GB Corsair DDR3
Number of Clients: 2
How long before the freeze/crash occurs? 30mins plus. Frequent but not consistent
What are you doing when the freeze occurs?: Docking or undocking


  • I've run a repair on the clients, no change.
  • I turned off the Station Environment, no change
  • I've updated all my drivers.
  • Running LogServer and /minidump, and manually collecting DMP files.
  • I've submitted about 6 bugreports to CCP but haven't heard anything back.


Looking at the DMP files, I don't have all the symbols, but this is what I can see consistently:

DEFAULT_BUCKET_ID: ZEROED_STACK
PROCESS_NAME: exefile.exe

STACK_TEXT:
0022a934 7515149d 00000ca4 00000000 00000000 ntdll_77000000!NtWaitForSingleObject+0x15
0022a9a0 74e11194 00000ca4 ffffffff 00000000 KERNELBASE!WaitForSingleObjectEx+0x98
0022a9b8 74e11148 00000ca4 ffffffff 00000000 kernel32!WaitForSingleObjectExImplementation+0x75
0022a9cc 07c3c907 00000ca4 ffffffff 0dbf4524 kernel32!WaitForSingleObject+0x12
WARNING: Stack unwind information not available. Following frames may be wrong.
0022aa14 07c3df0a ccbf93f6 00000000 0022aa4c _audio2!AK::SoundEngine::UnloadBank+0x97
0022aa2c 07c2c09a 38822a80 00000000 0022aa4c _audio2!AK::SoundEngine::UnloadBank+0x1a
0022aa50 07c304a0 0022aa60 00000000 38822a80 _audio2!init_audio2+0x8d6a
0022aa8c 07c300fc 0dbf4508 1056d778 07c2c050 _audio2!init_audio2+0xd170
0022aacc 775a6b46 1181e7d0 1193ea50 00000000 _audio2!init_audio2+0xcdcc
0022aae8 775a6cb9 305a6350 1193ea50 00000000 python27!PyCFunction_Call+0x56
0022ab04 775a876c 305a6350 1193ea50 00000000 python27!PyObject_Call+0x89
00000000 00000000 00000000 00000000 00000000 python27!PyDict_Merge+0x40c

SYMBOL_NAME: _audio2!AK::SoundEngine::UnloadBank+97
FAILURE_BUCKET_ID: ZEROED_STACK_80000003__audio2.dll!AK::SoundEngine::UnloadBank
BUCKET_ID: X64_APPLICATION_FAULT_ZEROED_STACK__audio2!AK::SoundEngine::UnloadBank+97
Ransu Asanari
Perkone
Caldari State
#2 - 2013-10-01 16:37:18 UTC
This happened a number of additional times on the weekend. I've opened a petition for it as well.
Innately Awesome
Princess Luna Personal Battalion
#3 - 2013-10-02 12:12:36 UTC  |  Edited by: Innately Awesome
Discovered an identical issue today. I bought a character yesterday and every single time I dock or undock with this character the client freezes. Considering this is a jump freighter character this issue renders one of my characters completely useless.


Operating System: Windows 7 Professional 64-bit
Graphics Card: Intel HD4000 / nVidia GT730M
Video Driver: 9.18.10.3165 / 311.00
CPU: Intel Core i7-3612QM
RAM: 8GB
Number of Clients: 1
How long before the freeze/crash occurs? Every time I dock or undock, instantly
What are you doing when the freeze occurs? Dock/undock
Innately Awesome
Princess Luna Personal Battalion
#4 - 2013-10-02 12:24:53 UTC
Seeing how your post mentions a stack problem with audio functions I had an idea.

I use an external USB DAC (basically a sound card) and sometimes after waking up from sleep mode the sound driver stops responding until I reconnect it. I didn't notice here because I have sounds disabled in EVE, but after reconnecting the USB DAC the issue was resolved.

tl;dr: try seeing if your audio works when you get client crashes.
Ransu Asanari
Perkone
Caldari State
#5 - 2013-10-02 18:38:21 UTC  |  Edited by: Ransu Asanari
I looked up some references to audio2.dll // AK::SoundEngine, and it looks like it's Audiokinetic which is the sound engine used in the EVE Client:

Website: https://www.audiokinetic.com/
Knowledge Base: http://kb.gowwise.com/search/

Some info on the LoadBank/UnloadBank:

http://kb.gowwise.com/questions/148/How+do+LoadBank%28%29%7B47%7DUnloadBank%28%29+and+PrepareEvent%28%29+work+together%3F

So I don't think this has anything to do with my sound card (on-board) or drivers.
Ransu Asanari
Perkone
Caldari State
#6 - 2013-10-03 16:45:17 UTC
Still waiting for any response on my BugReports. Petition is still opened, no work on it yet.

Does CCP have an FTP server that I could upload these DMP files to, or should I start working on getting the files up on a hosting site somewhere so they can be retrieved?
CCP Snorlax
C C P
C C P Alliance
#7 - 2013-11-14 10:44:49 UTC
Apologies for the late response, but we are looking into this issue.

CCP Snorlax - Software Architect - Team RnB - @CCP_Snorlax - http://ccpsnorlax.blogspot.is/
Ransu Asanari
Perkone
Caldari State
#8 - 2013-11-14 11:13:56 UTC
Thanks! I am still having this problem. I had to turn off sound completely on my EVE clients to work around it.

If you need more data, let me know. I can re-enable it and crash some more to produce more logserver data and dmp files, but I've probably submitted enough bugreports.
CCP Snorlax
C C P
C C P Alliance
#9 - 2013-11-14 11:22:32 UTC
I've found your bug reports - they're no longer stuck in limbo. I'll try to ensure that future bug reports that mention freezes or crashes get routed to me right away so issues like this don't linger again.

If you take part in today's mass test on Sisi with LogServer attached (and audio enabled), I'd be curious to see those logs. I've added freeze detection to the client so I should get dumps if this still happens. Please file a bug report with my name in the title (CCP Snorlax), attaching logs, dumps and listing any relevant details and I'll look at them right away.

Again, I apologize for the delay in our response, and I appreciate your efforts in helping us resolve this.

CCP Snorlax - Software Architect - Team RnB - @CCP_Snorlax - http://ccpsnorlax.blogspot.is/
Ransu Asanari
Perkone
Caldari State
#10 - 2013-11-14 11:40:02 UTC
I'll try to participate in the test.

I submitted one petition with a crash file from Singularity a few weeks ago. I don't think I had Logserver running though.

One question - I've been running the EXE with /minidump and running Logserver. It doesn't seem to be generating its own dump files when the client freezes. I've had to manually capture the minidump with WinDBG or DebugDiag after the client freezes.

Is there anything preferred that I can do to make the client start to generate minidumps on first chance exception (if we want that)? The command line window is showing a lot of exceptions thrown, but I haven't seen any dmp files generated automatically. I could probably set up DebugDiag to do it.