[BUG-5873] 2 errors. Media plugin webkit and SL viewer not responding

[sl-service-account]

Steps to Reproduce

I had my browser (chrome) open and I was listen music in Youtube, no other program open, just internet.

Actual Behavior

I installed the newest version of the Second Life viewer and when I tried to log in, I encountered that the viewer was taking too much time to open. I saw this little popping boxes with VSN or something like that, then the viewer appeared all black, then not responding, I decided to wait a little bit, then apparently was fine, but all black. You can see the log in boxes and the upper options but the window is completly black. And randomly appears this Media plugin webkit failure window and then I close it, but I can't even log in because the viewer frozes at anything, at help, configuration... anything.

Expected Behavior

I had SL before, but I deinstalled in December 2013, so I was expecting to work fine, like always. The viewer opens, I log in and all fine.

Other information

I looked all over this place, and in SL forums, I tried every solution. Uninstall clean, reboot, install, clear cache, uninstalling with CCleaner, deleting the /appdata/local/temp and secondlife folder files, running with another OS (in compatibility mode) I installed other viewers but the other don't even open, just froze, I don't even get to see a open window. I don't know what more to do

Attachments

• logs.rar 2014-04-27 15:04:51
• logs2.rar 2014-04-27 17:26:56
• second.png 2014-04-27 12:39:56

Original Jira Fields

| Field | Value | | ------------- | ------------- | | Issue | BUG-5873 | | Summary | 2 errors. Media plugin webkit and SL viewer not responding | | Type | Bug | | Priority | Unset | | Status | Closed | | Resolution | Unactionable | | Reporter | Domino Nirvana (domino.nirvana) | | Created at | 2014-04-27T16:39:56Z | | Updated at | 2014-04-29T17:31:51Z | ``` { 'Business Unit': ['Platform'], 'Date of First Response': '2014-04-27T13:12:28.910-0500', "Is there anything you'd like to add?": "I looked all over this place, and in SL forums, I tried every solution. Uninstall clean, reboot, install, clear cache, uninstalling with CCleaner, deleting the /appdata/local/temp and secondlife folder files, running with another OS (in compatibility mode) I installed other viewers but the other don't even open, just froze, I don't even get to see a open window. I don't know what more to do", 'System': 'SL Viewer', 'Target Viewer Version': 'viewer-development', 'What just happened?': "I installed the newest version of the Second Life viewer and when I tried to log in, I encountered that the viewer was taking too much time to open. I saw this little popping boxes with VSN or something like that, then the viewer appeared all black, then not responding, I decided to wait a little bit, then apparently was fine, but all black. You can see the log in boxes and the upper options but the window is completly black. And randomly appears this Media plugin webkit failure window and then I close it, but I can't even log in because the viewer frozes at anything, at help, configuration... anything.", 'What were you doing when it happened?': 'I had my browser (chrome) open and I was listen music in Youtube, no other program open, just internet.', 'What were you expecting to happen instead?': 'I had SL before, but I deinstalled in December 2013, so I was expecting to work fine, like always. The viewer opens, I log in and all fine.', } ```

[sl-service-account]

Whirly Fizzle commented at 2014-04-27T18:12:29Z, updated at 2014-04-27T18:13:09Z

Heya Domino,

Do you happen to have the viewer installed to a path containing non-standard characters? If so, you will need to install it to a path that does not contain non-standard characters - please see BUG-5588 for this bug.

Driver version is up to date - 14.4 beta catalyst

... I saw this little popping boxes with VSN or something like that.... What exactly did this box say? Was it "Initialising VFS?"

Please can you launch the viewer and attempt to login and let it fail. When the viewer freezes, let it sit frozen for a couple of minutes. Then before relaunching the viewer again, zip up your entire logs folder and attach it to this issue using More Actions -> Attach files. This page tells you how to find your logs folder: http://community.secondlife.com/t5/English-Knowledge-Base/How-to-report-a-bug/ta-p/733545#Section_.3

Which other viewers did you try and when exactly did they fail at launch? Were they getting stuck at "Initialising VFS" before the login screen appears?

Thanks!

[sl-service-account]

Whirly Fizzle commented at 2014-04-27T18:19:47Z

The reason your login screen is black is because of the "Media plugin webkit" errors. This should not however cause the viewer to freeze when trying to login. When you have webkit fail, you will have a black login screen, be unable to view profiles or use search and media will fail to play inworld. You should however be able to login & use secondlife normally apart from those problems.

The most common cause of the webkit fail is your antivirus software blocking a file named slplugin.exe, which you will find inside the viewer install folder. Please whitelist slplugin.exe with your antivirus software and see if this helps at all.

I do not think your webkit fail is causing the viewer to freeze at login though.

[sl-service-account]

Domino Nirvana commented at 2014-04-27T19:04:36Z, updated at 2014-04-27T19:08:23Z

Thank you so much for responding so quickly Whirly Fizzle! I'm sorry if I make some grammar mistakes or something like that, I speak spanish and also all my configuration is in spanish too. The game is installed like this; C:\Program Files (x86)\SecondLifeViewer Yes, it says Initialising VFS but I think that before the game had also this little popping boxes, so I didn't find it weird or out of the usual. I'm going to do that, I've already opened the game, I'm going to try that and I will zip the logs. The other viewers I tried were, Firestorm and Singularity. When I double-clicked Firestorm the first thing to pop up was "Firestorm has crashed" and the Firestorm log crash pop window telling me to report it, not even a second before open it, it wouldn't let me do anything more. Singularity didn't show up in my screen and froze immediatly and I had to exit because it could've been like that for hours. About the webkit, I did that, with my antivirus and my firewall and kept happening, I also downloaded quicktime and safari for "in case they have something to do with this problem"

[sl-service-account]

Whirly Fizzle commented at 2014-04-27T21:09:13Z, updated at 2014-04-27T21:10:52Z

Thanks!

Hmm thats strange. Theres quite a few older saved sessions in the dump folders too. The logs just cut dead at various stages of viewer launch and logs show the last session ended in a freeze. There are no dmp files though.

Seeing as Firestorm viewer is actually sending a crash in, this may give a clue as to what's wrong. Can you reproduce the launch crash on Firestorm and then zip up the Firestorm logs folder and attach it to this issue. This page tells you where to find the logs folder for Firestorm: http://wiki.phoenixviewer.com/file_a_jira#how_to_give_us_your_logs Hopefully I can get a stack from the Firestorm crash (I'm Firestorm viewer support :D)

Thanks.

[sl-service-account]

Domino Nirvana commented at 2014-04-27T21:26:41Z

Thank you so much for taking the time to help me, this is driving me nuts! because in December I played all good, no crashes or errors, so this is so weird for me. I've uploaded the Firestorm logs, hope that helps you figure it out!!

[sl-service-account]

Domino Nirvana commented at 2014-04-27T21:26:57Z, updated at 2014-04-27T21:28:52Z

Also about the other logs, it can be possible sorry, I didn't touch that folder so, I'm sorry if that gave you more work D:

[sl-service-account]

Whirly Fizzle commented at 2014-04-27T21:30:28Z

Note to self: V3 logs show ProbeHardwareOnStartup has been set to FALSE (default is TRUE)

[sl-service-account]

Whirly Fizzle commented at 2014-04-27T22:11:21Z

Great, thanks. There is a dmp file for the FS crash :)

Last render pool type: 0 Callstack: http://pastebin.com/xexPbShG Loaded dlls: http://pastebin.com/tDVT80xM

Well, thats annoying. The crash you have on Firestorm is the leap motion crash: http://jira.phoenixviewer.com/browse/FIRE-13200 Leap motion support is enabled for Firestorm windows 64bit build. This is a nasty crasher we have that does not affect the official viewer because it does not have leap motion support, so unfortunately this FS crash gives no clues for whats wrong on the official viewer. If you run the 32 bit windows version of Firestorm, which doesnt have leap motion support, Im pretty sure the viewer would just freeze in exactly that way as the official viewer does.

Did you disable ProbeHardwareOnStartup in debug settings on the official viewer to try to fix this problem by the way?

[sl-service-account]

Whirly Fizzle commented at 2014-04-27T22:13:07Z

Nicky (one of the Firestorm devs) is asking what antivirus software you are using?

[sl-service-account]

Domino Nirvana commented at 2014-04-27T22:22:45Z

Hi, great news D: I always have weird problems, great. I did not disable that, i think mostly because I have no clue how to... Right now I'm super lost haha Does that mean that there's no know solution? Also my antivirus is free account Avast

[sl-service-account]

Domino Nirvana commented at 2014-04-28T11:30:26Z

I figured out how to fix the ProbeHardwareOnStartup, I change it from false to true, but did nothing different

[sl-service-account]

Domino Nirvana commented at 2014-04-28T22:01:09Z

Some bump to see if there's anybody who can help with this issue please.

[sl-service-account]

Domino Nirvana commented at 2014-04-29T17:25:52Z

Hi! I fixed the problem, I'm writing here down how I did it because someone might be in the same situation and it's so frustrating!

Okay, this was a solution for my computer... so it may only work this time because of my situation.

I never updated some drivers called BUS, and BUS SM. Because an informatic friend told me that they weren't necessary. I deleted my antivirus, with a clean deinstall. My antivirus was Avast, so I downloaded a program made by them called cleanavast. I used CCleaner to clean all the cache and stuff from my computer. Then in safe mode, I deinstalled my antivirus with this tool and rebooted, I checked my computer drivers to see what many of them were out of date, and I found that my chipset was outdated. So I actualized all my drivers, including de BUS, BUS SM, and chipset (all of this without the antivirus) rebooted and installed my antivirus again, and SL was working fine! This worked for me, but I don't know if it's a safe solution, but it worked.

[sl-service-account]

Alexa Linden commented at 2014-04-29T17:31:44Z

That's great news Domino! I'll let the developers know as we were digging through your logs and investigating.