Votes
0
Product:
Character Creator 3
Version:
3.32
Status:
Closed
Issue 7554
Character Creator and iClone 7 Crashing on Startup
I am having an inconsistent issue with Character Creator 3 for iClone and iClone 7. Most of the time, when I start up one or both of the programs, they will load (very slowly) and then come up with a warning saying that unsaved data was detected. This happens even when a previous project was not opened. If I click cancel, the program will immediately freeze and crash. If I click ok and save the restore file, the program will start as it should 1 time out of 20, but the other 19 times it will still freeze and crash. When the program does open, it will open with a warning saying that the Smart Gallery Plugin could not be reached.

I have reinstalled my entire Reallusion suite, I have updated all my drivers for graphics and other functions, I have updated my system, I have made sure that iClone and Character Creator are running on the standard settings on the GPU and nothing seems to solve the problem. Even when I do get the programs to work, the startup sequence will often take upwards of five minutes regardless of whether or not I have other programs open. I also have the same issues whether opening these programs from the Reallusion Hub or from my desktop/start menu.

My system:

Windows 10 Professional 64-bit V20H2
Intel i7 CPU 10700K
32GB RAM
NVIDIA GeForce GTX 1660 SUPER GPU
GPU Driver: 461.09

If you could help, I would appreciate it.

Cheers!
OS: Windows 10
Attachment:
  •  4
  •  1988
BugGeneral
Submitted byOmniscreations Jan 7, 2021
1
COMMENTS (4)
Omniscreations Jan 12, 2021 
Hello,

Thanks for the tips and the workaround. The workaround worked for CC3, but not for iClone. I uninstalled the Smart Gallery again from iClone and it works fine now. I think I'll just leave it like this until the patch comes out. I need the Smart Gallery mostly for CC anyway, so I should be fine.
Feedback Tracker Admin Jan 13, 2021 
Hi jgooden

Thanks for your patient, our dev team is working on this problem.
If workaround not worked for iClone, please try this hotfix:
http://ftp.reallusion.com.tw/reallusionsupport/SG_InitialFreeze_Hotfix20201007.zip
Download and unzip the file, follow Readme.txt.

Thank you.
Tina
Omniscreations Jan 11, 2021 
Hello lianchiu,

I uninstalled the Smart Gallery for both apps and they both started up without any issues after that. Does this mean there is a bug in the Smart Gallery Plug-in? Will a patch be created for that in the next update?
lianchiu Jan 12, 2021 
I believe RL Staff are working on Smart Gallery issue. and you can follow the link below (my last reply) that is a workaround.
Omniscreations Jan 9, 2021 
Hello @lianchiu,

I have created a OneDrive link where you can view the dump files for the iClone and Character Creator errors. Here is the link: https://1drv.ms/u/s!Ar5AY7q0gXhS1HOreZQFMyiIhilp?e=MdeuOV

Please let me know what you find.

Cheers!
lianchiu Jan 11, 2021 
thanks!

try to not install Smart Gallery to see if it help.

or follow this 
https://forum.reallusion.com/466118/Smart-Gallery-kills-iClone-783-and-CC3-332#bm466153

not sure it's a same issue or not, but try this first. if this works please let us know.
lianchiu Jan 8, 2021 
could you please provide the dump file upload in your cloud drive and copy the link to paste here that would help RL staff identify the issue.
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