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[BUG-100742] SL crashes my computer mainly just after the login in. #271

Open sl-service-account opened 7 years ago

sl-service-account commented 7 years ago

Steps to Reproduce

trying to log in.

Actual Behavior

Since few days, my SL viewer crash my computer... It's mainly at the start (just after loging in) but it happend too on the "login" page (welcome screen). So... I've checked my hard drive f(or errors or bad sectors), my graphic catd (uninstall - reinstall - drivers were already up to date), SL viewer (uninstall - reinstall properly). I've also did a complete system analysis with the antivirus. But SL is still crashing the pc (stop and reboot). When i try to restart SL, the welcome screen indicates it can't find my user name and password (the fiels are blank) and it says it can happen if i change my network settings... I didn't do that. Sometimes i can log in for a few minutes... Then i log out and try to log in again... And it crashes my computer again. I've tried to launch a video game that use the max of my graphic card (Nvidia GTX 560 ti) like Company of heroes. But nothing happend and it was working fine.

Expected Behavior

that it works as usual. :)

Other information

If i don't open my sl viewer, the computer works fine. 2017-06-01: I've changed my graphic card (same type Nvidia GTX 560 ti) and it's always the same problem.

Original Jira Fields | Field | Value | | ------------- | ------------- | | Issue | BUG-100742 | | Summary | SL crashes my computer mainly just after the login in. | | Type | Bug | | Priority | Unset | | Status | Needs More Info | | Resolution | Unresolved | | Reporter | Alexei Beaumont (alexei.beaumont) | | Created at | 2017-05-28T12:15:28Z | | Updated at | 2017-08-02T15:47:17Z | ``` { 'Business Unit': ['Platform'], 'Date of First Response': '2017-06-01T12:05:51.394-0500', "Is there anything you'd like to add?": "If i don't open my sl viewer, the computer works fine. ", 'ReOpened Count': 0.0, 'Severity': 'Unset', 'System': 'SL Viewer', 'Target Viewer Version': 'viewer-development', 'What just happened?': 'Since few days, my SL viewer crash my computer... It\'s mainly at the start (just after loging in) but it happend too on the "login" page (welcome screen). So... I\'ve checked my hard drive f(or errors or bad sectors), my graphic catd (uninstall - reinstall - drivers were already up to date), SL viewer (uninstall - reinstall properly). I\'ve also did a complete system analysis with the antivirus. But SL is still crashing the pc (stop and reboot). When i try to restart SL, the welcome screen indicates it can\'t find my user name and password (the fiels are blank) and it says it can happen if i change my network settings... I didn\'t do that. Sometimes i can log in for a few minutes... Then i log out and try to log in again... And it crashes my computer again. I\'ve tried to launch a video game that use the max of my graphic card (Nvidia GTX 560 ti) like Company of heroes. But nothing happend and it was working fine. ', 'What were you doing when it happened?': 'trying to log in.', 'What were you expecting to happen instead?': 'that it works as usual. :)', } ```
sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-05-28T22:46:44Z, updated at 2017-05-31T21:23:14Z

It just happens with SL... even on the welcome screen... sometimes i can log, sometimes it crashes just before. I'm lost.... Other 3D apps are working fine...

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-01T06:50:45Z

Still crashing all the time.

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-01T17:05:51Z

Hiya Alexei,

A system crash when logged into SL can have many causes:

Thanks!

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-02T18:42:08Z

Heya Whirly ! :) Thank you so much for your help... :)

To answer to your questions:

  1. My wife tried to log with her avatar and it crashed the same way. Different location. Different outfit and wearings (lol) Sometimes it crashes before i log. On the welcome screen.
  2. No overheating computer. I always survey for overheating. And i have a big external fan working too.
  3. No hardware change except changing my graphic card, after, to test if the problems were coming from it. It's another GTX-560 ti (Asus). The same i had. But the problem is the same. There was an update for the Nvidia driver recently but i couldn't say if it's linked because it took a time. I even reinstall an older nvidia driver (who worked for me) but in vain.
  4. There, there's a problem. There's nothing in the MiniDump folder (and the folder has a small locked icon on it) and my memory.dmp was last modified in... 2014. I've used WhoCrashed and it shows me just that report from 2014.

Sometimes, the log in is ok if i start with low graphics prefs. Sometimes not.

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-02T19:53:53Z

I've checked about the creation of the Memory.dmp.... Everything is ok. Normaly, it should write de dumpfile there. So, i've changed the location of the momory.dmp (advanced system settings) to a new folder in C:\ It crashed again and there's no dump file in the new folder either. It was 10 minutes ago. Well, it's not the cause of the crash but it could help us... :/

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-03T01:49:27Z

I don't know if it will tell you something, but after a computer crash on SL, all my prefs are gone (camera settings, full screen mode, etc) and it can't find my username. I also extend my virtual memory to see if it can help the memory dump.

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-03T17:02:43Z

I just noticed this: if i right click on the SL viewer icon and i choose "security", i can see an user that i didn't create. "INTERACTIF'. It has "read" and "read and execute" rights. I verified on the other programs and there's no "interactif" user. I don't know if it is important for you to know or if it's just something normal. :)

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-05T12:29:03Z

Thanks for the update. Hmm not sure why you are not getting a memory.dmp written.

Have you tried any other SL viewers? Do they also crash in the same way? If not, can you try Firestorm & see if you experience the same crashes? You can download Firestorm here: http://downloads.firestormviewer.org/windows/Phoenix-FirestormOS-Releasex64-5-0-1-52150_Setup.exe (direct download) or from http://www.firestormviewer.org/windows/

I doubt this is a viewer specific issue at all but let's be sure.

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-05T12:55:52Z

Yes, i've tried Firestorm ! Crashed the same way. I've also noticed a small "new" program launching at start-up... "Microsoft Shadowplay".... I've disabled it and tried to log in "low graphics" mode.... It 's ok... Then, step by step, i put SL is "ultra" as i used to do... No crash... FPS (given by Fraps) is about 53 in that mode. So, it's great for me. I log out without incident. And i'm here... Usually, if i try to log now, it crashes the computer. I let it in ultra.... I gonna try in few minutes.... Other infos: i made a SFC /scannow and it shows no problem. Same for check disk.... I've vérifyied that my config for receiving dump files is ok and it is. All is configured to have the crash dump files.... But i don't. Well, anyway... i have to try to log in again in "ultra", but without the "Microsoft Shadowplay" thingie. I keep u informed... in 10 minutes. :) Once again, thank you so much for your help.

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-05T13:04:49Z

Aha! Ok, the Nvidia shadowplay crash is a known issue - it's filed at BUG-11530 Absolutely disable shadowplay!

Usually it's just the viewer that crashes, not the whole system with the Shadowplay crash, though any kind of graphics driver crash can take the whole system down too.

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-05T13:06:00Z

It crashed again... not on the welcome screen but just after the log and before i can "rezz"... Now if i try to relog directly, it will crash again, even when i launch the SL Viewer without logging in... :/

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-05T13:11:37Z

I try to uninstall it but when i ask to point in the original location, it shows me rundll32.exe There's nothing called "shadowplay" in my system. :( I can just empeach it at the startup.... But cannot find it in the programs i can uninstall... How can I neutralize it?

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-05T14:43:03Z

Shadowplay is part of the Nvidia GeForce Experience, presuming it's the Nvidia Shadowplay causing the problem, not "Microsoft Shadowplay" - I'm not sure what that is, though reading http://www.tomshardware.co.uk/answers/id-2337780/microsoft-shadowplay-startup-folder.html I think it's the Nvidia shadowplay.

In older versions of the GeForce experience the feature is called Shadowplay. In later versions of the GeForce Experience, the feature is called "Share". If you have a later version of the GeForce Experience, open experience & go to the settings cog: https://prnt.sc/fg5qzj Under the General tab, make sure the Share setting is off: https://prnt.sc/fg5tqn

If you have an older version of GeForce experience, disable the ShadowPlay feature here: https://jira.secondlife.com/secure/attachment/91781/Fig%201.-%20Enable%20ShadowPlay.png

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-05T23:05:01Z

It was impossible to uninstall it... I uninstalled all the nvidia material... I've uninstalled my graphic card, then restarted the system. Windows upates install automatically the nvidia GTX 560 ti driver (even if i asked to do it manually) but no more "microsoft shadowplay". I don't have that shadowplay option with my GC because you must have minimum a 600 serie. So i never used shadowplay. I'm using Fraps when i need to capture videos. But anyway, even without the shadowplay thing, it crashes the computer... I don't even have GEForce Experience now... Just the driver. It can happen, after reinstalling the SL viewer, that i can stay logged a certain time in low graphics mode. Then I receive IMs spam from bot (or people) i've blocked... I've sent an abuse report about that. But i don't know if it can be related to my problem... When i try to restart SL, it crashes the computer, even without logging in.When the destination guide appears it crashes. Sometimes a bit later. Sometimes when i just arrive on SL. It makes me crazy. :) I've tried a restauration of the system... Same thing... I think the brutal shutdowns have corrupted something in my windows... But SFC /scannow says it's perfect... as the other analysis. I think something is dead in Windows 7 now.

Well, anyway, it will be difficult, maybe impossible, for you to help me more that what you already did. And i want to thank you for really trying. :) I hope my english was good enough to explain the events. :)

sl-service-account commented 7 years ago

Dan Linden commented at 2017-06-06T16:32:03Z

Does SL crash the computer if Fraps is not running? I had an issue long ago with SL crashing while Fraps was running; VWR-29316.

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-06T21:07:10Z

No, Fraps is not running... Sometimes it crashes the computer only when i launch the SL viewer... I have even no time enough to log in. :/ I think my computer is old now... :)

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-08T15:16:30Z

Can you look in the Windows Event Viewer to see if there are any clues for the times that the computer crashes. Go to Windows Control Panel -> Administrative Tools -> Event Viewer.

Have you checked your computer power supply to make sure it isn't faulty?

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-08T22:37:55Z

I've looked in my events viewer and it's full of "things"... :) I saved some entries... Is it safe to give you the download link here? Is there any data in it that could make a security issue?

For the power supply, there's nothing obvious for me. Is there a way or a tool i could use to make a proper analysis?

Thank you so much for your help.

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-09T15:45:27Z

I wasn't sure if the even logs contained sensitive information, however I found this: https://serverfault.com/questions/407838/do-windows-events-from-the-windows-event-log-have-sensitive-information

You can change the security on this issue to Triagers & Reporter, which means only yourself, Lindens & a few Residents who help out on the JIRA will be able to see this issue. Or if you prefer you can email me the link at whirly.fizzle@phoenixviewer.com.

Regarding checking your power supply, these articles may help.

If you can get the system to a computer repair shop, I would take it in, show them how to reproduce the problem when launching SL & they should be able to find the cause.

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-09T21:44:42Z, updated at 2017-06-10T08:48:15Z

I've noticed this: in my bios, the UC temperature is normal (104°F / 40°C)... The dispaly on my computer shows a bit less that that. All the parameters related to the power supply are green and the values are correct. I've opened my pc on the side to feel and it's not hell at all. :) But (and maybe here comes a clue?) i've installed a small useful program named SpeedFan (free). It gives me all the information about my system components temperatures (CPU, GPU, System, Core, etc)and also the values for the power supply. All the result are good except for the CPU. It shows 85°C (185°F) without working... The GPU values are normal. I've checked the CPU temperature for 15 minutes. Sometimes it has a peak down to 60°C for a millisecond or a second max. I've noticed few peaks to lower values and they seem "random"...

I've uninstalled the SL viewer completely (even the firewall rules, etc) and deleted the registry entries about SL. Nothing left, not even an empty folder. Usually, i change the recommended prefs from "high" to "low", i can log... otherwise it's crashing on the welcome screen before i can change the graphics parameters. So i could log in. I can stay for a while if i don't change the low prefs. Sometimes i can raise them to ultra without crashing. But after a moment, whatever the graphics prefs are, it crashes the system. I think i've tried everything since the last two weeks. Few new events: i've crashed the same way just by opening a video folder... It crashed while it was loading the miniatures.

So, i think the last thing to do is to bring the pc to a computer shop... or maybe throwing stones to it! :) I'm scared it's my mother board. really. Gonna read your links. Thank you very much for the support. I think i have to leave SL for a while.... :(

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-12T11:58:15Z

Hmm the CPU is running hot. Maybe you just need to reseat it & apply new thermal paste.

This page may be helpful to you: https://www.tenforums.com/tutorials/5558-windbg-basics-debugging-crash-dumps-windows-10-a.html Look under the "STOP 0x124 Troubleshooting" section - it lists some well known tools to testing the different system components for hardware failure. If the CPU is overheating or faulty, Prime 95 should show that.

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-13T09:52:26Z, updated at 2017-06-13T09:52:55Z

I will never dare to reseat my CPU. :) So, i checked again all the temperature values on the Bios. They are all "ok". I've installed "RealTemp", another utility, to check the CPU and GPU temperatures and they are "ok" too. They're are even very good. All the different programs give me the same answer: no temperature problem. My computer is fast and the start-up too. No error messages. I checked again Windows components and my hard drive (SFC /scannow + CHKDSK /f /r) : no problem. Virus free apparently. No strange things running when i check the Ressources Monitor execpt an intel service (Willamette) that you get when you install the drivers update utility. I've read bad things about it. So i've uninstalled the intel program (it's dealing with CPU and energy). Just did it. At the moment, without starting SL, my computer shows no problem at all.

The last two days, i took the old pc of my son (put my graphics card in it, same Windows 7 64 bits, same nvidia drivers, same SL version. He has just an i5 instead of i7. I can gon SL in ultra with an FPS of 60 (healthy region). So it's really not a GC problem. Good point.... or not. And i've verified about the Willamette processus: none in his pc.

I wanted to write you this before i try to start SL again, but without the intel Willamette process in my own pc. OK, let's try again. See you later... if my pc lets me come back. :D

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-13T10:40:11Z

Ok... It didn't work. Before starting SL, i've tried Pinnacle Studio and started the edit of a Full HD movie and put some FX on it... Was perfect, smooth and fast. So i closed the application and wait for 1 minute before starting SL. It crashed the computer again. Directly when i arrived.

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-13T13:31:52Z

Ok good, seems that the graphics card is fine. Do you still have access to your son's PC? Can you swap over the RAM & test that? A bit more of a faffle but will your motherboard/CPU fit in your son's PC? Maybe also swap over the power supplies & test that.

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-13T13:34:41Z

Have you tried running another intensive OpenGL application for example Minecraft?

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-15T11:13:55Z

I've tried Memtest and it shows 0 error. About my son's PC, yes, i can access it (he's a great son with his dad ;-)). We have absolutely the same pc config. I thought he has an i5 but no. He has the same i7 on the same motherboard... Just the soundcard is different (i'm musician).

Right now, i'm writing to you on mine, in safe mode. My computer crashes now on everything... FL Studio, Pinnacle Studio, playing a video, consulting a web page... It works a time, then it turns off the power for an unknown reason. However, i succeed to install the windows last updates without problem. I can stay in safe mode for years i suppose...

The strange thing is my comp is very fast, as it's supposed to be, until it crashes. I check all the parameters (ressources monitor, temperatures, etc). It shows no problem.

I will not dare to swap our motherboards because i never did that and i don't want to "play" with my son's old comp... He's still using it. :)

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-15T13:37:01Z

About OpenGL: i've ran OpenGL Extensions Viewer but the application is crashing (not the pc!) after few seconds working. I've tried a windows performance evaluation (because it's asking me to do that) and it crashed the computer. I also launched the windows memory test and it shows nothing wrong. And no, i never played Minecraft... :)) Right now, i'm writing to you in normal mode and it works fine. But i don't use any other program than Firefox.... :/ Now, the system seems to be stable and i don't crash with Firefox... If i'm in a safe mode, everything is fine.

sl-service-account commented 7 years ago

Whirly Fizzle commented at 2017-06-16T15:28:18Z

Ugh. It really sounds like it's time to take the computer to get fixed I'm afraid.

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-06-17T15:29:12Z

I think so... :) But anyway, thank you so much for your time and your help.

sl-service-account commented 7 years ago

Saeros Linden commented at 2017-07-07T00:33:50Z

Our apologies, it appears this jira has been a victim of a spammer. We're cleaning up the offending comments, sorry for the mess!

sl-service-account commented 7 years ago

Alexei Beaumont commented at 2017-07-18T19:14:18Z

:) I didn't read the spam because my computer was dead. The cause of my problem seems to be a dying CPU. :) Once again, thank you for the time you spent with me to solve the problem. It was not a SL issue.... Maybe SL just accelerated the end but nothing more.

sl-service-account commented 7 years ago

Arch ProductEngine commented at 2017-08-02T15:47:17Z

Cannot reproduce on Second Life 5.0.6.326593 on macOS Sierra 10.12.5