won't launch on windows 10

[Fiv5]

error message received as:
3DMark - SystemInfo failure
Initializing Futuremark SystemInfo failed. Please verify that version 4.22 or newer is installed properly.

[UL_Jarnis]

Guess the Windows update decided to break the installation of Futuremark SystemInfo.

*sigh*

You can try uninstalling Futuremark SystemInfo from the program list and then doing "verify local content" on 3DMark from Steam and it should cause SystemInfo install to happen again on next startup of 3DMark.

Does this work?

[Junjunelephant]

Will there be a patch to fix the launch issue on windows 10?

[Silver]

Originally posted by FM_Jarnis:

Guess the Windows update decided to break the installation of Futuremark SystemInfo.

*sigh*

You can try uninstalling Futuremark SystemInfo from the program list and then doing "verify local content" on 3DMark from Steam and it should cause SystemInfo install to happen again on next startup of 3DMark.

Does this work?

I tried this and this does not fix the issue for the 64-bit version of 3DMark but 32-bit version works just fine.

[UL_Jarnis]

We have seen so many reports of this specific situation - 32bit works, 64bit refuses to start - that there definitely is something wrong, but we havent' been able to figure out yet what.

In all our in-house test systems everything just works, 32/64bit, so it has to be some difference...

One thing one of you with this issue could try is to run a small repair tool we've built. Steps to do this;

- "Delete local content" for 3DMark on Steam
- Uninstall Futuremark SystemInfo from the program list
- Run this small utility from Administrator command prompt;

http://www.futuremark.com/downloads/FMRepairTool.exe

(it will most likely give some warnings, thats OK)

.. then try redownload and reinstall 3DMark from Steam. Any help?

This procedure would rule out any potential problem related to settings files or registry keys of 3DMark and would narrow down the scope of things we need to try when attempting to reproduce this.

[UL_Jarnis]

Also those running into this problem, can you verify for me;

- Are you using upgraded Win10 or clean install of Win10
- Are you using Local Account or Microsoft account to sign into Windows?
- Is your user account an Administrator account or a Standard user?
- Is your Documents folder in some unusual place, or is it in C:\Users\*yourwindowsusername*\Documents\ ? Was it at the same place prior to Windows 10 update?

Also any logs from the Documents/3DMark/log/ folder would be useful (3DMark.log and/or errorlog.txt). If you do not wish to post them here (they may be long), please email them to info [at] futuremark.com and mention this thread in the email.

[Junjunelephant]

Originally posted by FM_Jarnis:

We have seen so many reports of this specific situation - 32bit works, 64bit refuses to start - that there definitely is something wrong, but we havent' been able to figure out yet what.

In all our in-house test systems everything just works, 32/64bit, so it has to be some difference...

One thing one of you with this issue could try is to run a small repair tool we've built. Steps to do this;

- "Delete local content" for 3DMark on Steam
- Uninstall Futuremark SystemInfo from the program list
- Run this small utility from Administrator command prompt;

http://www.futuremark.com/downloads/FMRepairTool.exe

(it will most likely give some warnings, thats OK)

.. then try redownload and reinstall 3DMark from Steam. Any help?

This procedure would rule out any potential problem related to settings files or registry keys of 3DMark and would narrow down the scope of things we need to try when attempting to reproduce this.

Tried this method, did not work.

Originally posted by FM_Jarnis:

Also those running into this problem, can you verify for me;

- Are you using upgraded Win10 or clean install of Win10
- Are you using Local Account or Microsoft account to sign into Windows?
- Is your user account an Administrator account or a Standard user?
- Is your Documents folder in some unusual place, or is it in C:\Users\*yourwindowsusername*\Documents\ ? Was it at the same place prior to Windows 10 update?

Also any logs from the Documents/3DMark/log/ folder would be useful (3DMark.log and/or errorlog.txt). If you do not wish to post them here (they may be long), please email them to info [at] futuremark.com and mention this thread in the email.

- Are you using upgraded Win10 or clean install of Win10?
Upgraded Win10
- Are you using Local Account or Microsoft account to sign into Windows?
Local Account
- Is your user account an Administrator account or a Standard user?
Administrator Account
- Is your Documents folder in some unusual place, or is it in C:\Users\*yourwindowsusername*\Documents\ ?
C:\Users\Username\Documents
Was it at the same place prior to Windows 10 update?
Yes

[UL_Jarnis]

Originally posted by Junjunelephant:

Will there be a patch to fix the launch issue on windows 10?

We are investigating, but it looks like there are two separate issues.

The issue with SystemInfo (we're looking into it) and an issue potentially related to background programs.

If you are seeing "64bit version doesnt start, 32bit version starts", do you by any chance have something similar to this in the Windows Event Log and Riva Tuner and/or MSI Afterburner installed?:


Faulting application name: 3DMark.exe, version: 1.5.915.0, time stamp: 0x556ec318
Faulting module name: RTSSHooks64.dll, version: 0.0.0.0, time stamp: 0x545f520f
Exception code: 0xc0000005
Fault offset: 0x000000000000ca52
Faulting process ID: 0x8d0
Faulting application start time: 0x01d0cb211981eb15
Faulting application path: C:\Program Files\Futuremark\3DMark\bin\x64\3DMark.exe
Faulting module path: C:\Program Files (x86)\RivaTuner Statistics Server\RTSSHooks64.dll
Report ID: fbc1cd8e-c7a2-4fcd-b51b-ee6021c9d157
Faulting package full name:
Faulting package-relative application ID:

[UL_Jarnis]

Also if you are seeing the "SystemInfo" issue (systeminfo refusing to start), does anything change if you...

- "Delete Local Content" on 3DMark
- Uninstall SystemInfo using Revo Uninstaller (available here: http://www.revouninstaller.com/revo_uninstaller_free_download.html - Free Version works for this purpose)
- Reinstall 3DMark from Steam

Also I'd love to hear if anyone has done a completely fresh install of Windows 10 (not an upgrade) and is still running into this issue. We've reproduced this now in-house in one system that did the upgrade route and programmers are looking into this, but it would be valuable to know if anyone has run into this with fresh Win10 install.

[Junjunelephant]

I've found out why 64bit refuses to launch. It was MSI Afterburner that is causing the app not to launch. Turn off MSI Afterburner and everything works fine :D

[UL_Jarnis]

Originally posted by Junjunelephant:

I've found out why 64bit refuses to launch. It was MSI Afterburner that is causing the app not to launch. Turn off MSI Afterburner and everything works fine :D

Can other people who have this issue confirm if they also have the same root cause?

[UL_Jarnis]

Originally posted by Junjunelephant:

I've found out why 64bit refuses to launch. It was MSI Afterburner that is causing the app not to launch. Turn off MSI Afterburner and everything works fine :D

Can you say which exact version of MSI Afterburner and which GPU you had? We're trying to reproduce this crash in our test lab and so far no luck.

[Junjunelephant]

Originally posted by FM_Jarnis:

Originally posted by Junjunelephant:

I've found out why 64bit refuses to launch. It was MSI Afterburner that is causing the app not to launch. Turn off MSI Afterburner and everything works fine :D

Canyou say which exact version of MSI Afterburner and which GPU you had? We're trying to reproduce this crash in our test lab and so far no luck.

MSI afterburner version 4.1.1.7625 with rivatuner statistics server version 6.3.0.7688
GPU : Radeon R9 280X Sapphire Toxic 3GB OC Edition

[Silver]

Originally posted by Junjunelephant:

I've found out why 64bit refuses to launch. It was MSI Afterburner that is causing the app not to launch. Turn off MSI Afterburner and everything works fine :D

I would have never thought MSI Afterburner would have been the cause of the issue +1 to you. This also fixed the 64-bit issue with my as well!

[Skweek]

TRY THIS

I was having the error, not being able to launch and getting the log error. I changed the security permissions on the 3d mark folder at C:\Users\XXXX\Documents\3DMark and gave everyone full access, 3Dmark now starts up.

[UL_Jarnis]

This is also one way win10 upgrade can apparently break - by somehow making it so that the 3DMark folder under Documents folder is no longer accessible to your user account.