Votes
0
Product:
Cartoon Animator 5
Version:
5.12
Status:
Assigned
Issue 10745
CTA5 crashing when loosing Internet Connection
Hello, i hope i am not reporting too much stuff, its just i am using the softare a lot.

On Win7 CTA5 crashes a lot when eiter the internet connection fails during program start or when no internet connection is present, even in offline mode. Then CTA crashes many times in a row and after several starts it seems to work again. I noticed that the content manager takes sometimes ages to collect its informations after this happens. CTA also crashes randomly while the content manager is loading after a crash . Not tested on Win10.
OS: Windows 7
  •  5
  •  252
BugContent Manager
Submitted byK_Digital Aug 29, 2023
1
COMMENTS (5)
K_Digital Sep 13, 2023 
I mentioned that in win7 RL HUB is also crashing many times right after a program has been installed. 
Therefor am also sending you a Crashdumb for this propgram. 

https://rjkole.com/p_temp/Reallusion Hub.DMP
Feedback Tracker Admin Sep 11, 2023 
Hi, K_Digital,

I have got your file, we will check this issue.
Thanks for your help.

Allen
Reallusion
K_Digital Sep 10, 2023
Private Comment
K_Digital Sep 10, 2023
Private Comment
Feedback Tracker Admin Sep 8, 2023 
Thank you for your feedback.

Please provide your crash dump file to help us identify the problem.

1. No error message when app stops working, download the zip file with the link below, inside the zip you can find the description about how to generate the crash dump.

https://ftp.reallusion.com/reallusionsupport/CTA5_WER_Crash_Dump.zip

2. When the AP crashes, If an error message pops up:

Step1: When the AP crashes, please do not close the crash dialog
Step2: Open the Task Manager
Step3: Click the "Processes" tab
Step4: Right-click on the "Cartoon Animator 5"
Step5: Click the "Create dump file"
Step6: You will get the crash dump, please send it to us.

3. Please provide your system information file to help us identify the problem.

Here is the description about how to get your system information file.

https://www.reallusion.com/FeedBackTracker/Home/HowToGet

You can use cloud services such as Google Drive, Dropbox or OneDrive to make the files available to us and add the link in your next comment. you can use private comment if you want to keep it private.

Your help is highly appreciated.

Allen
Reallusion
1