KERNELBASE.DLL

[Dyne]

Hey sorry to hit you all up with this, I have had a really weird issue since the last update a few days ago. Wallpaper Engine crashes with this error normally now. I have been to the help.wallpaperengine.io/crash website and I have done what it requested.
I ran the command prompt with windows 10, did the check files and all that. No errors on windows.
After that I went to steam did the integrity check of wallpaper engine. No errors
I did a clean install of the graphics drivers and about 5 to 10 minutes latter this error happened again.
Don’t get me wrong even right now the wallpapers are playing on all 3 screens, music is running from them in the background no issues. However this error box is up on my screen again. The minute I click ok Wallpaper Engine will close and we will try this again.
The only different thing I have done is I now load my video from memory instead of the drive, however, due to this issue I have swapped it back and forth with no difference that I can tell.
Any ideas?

[Tim]

Can you run our scan tool and share the log file as described here:

https://help.wallpaperengine.io/en/debug/scantool.html

[Dyne]

Here you are:

https://pastebin.com/3PCa2ErZ

Thanks for checking it out

[Tim]

It looks like the crash is caused by an antivirus application and since you not only have BitDefender installed but the logs even showing that BitDefender is injecting code into Wallpaper Engine, it's very likely caused by BitDefender. Either configure it to ignore the wallpaper_engine directory or uninstall BitDefender, then restart your computer and the crashes should go away.

You can see the injection by looking at the file yourself:

0x00007FFBA0570000           851968 C:\Program Files\Bitdefender\Bitdefender Security\atcuf\264652891095947603\atcuf64.dll

That line needs to be gone from the wallpaper64.exe section at the top (the numbers may change and are "random" but atcuf64.dll may not be in the wallpaper64.exe block anymore).

The crash help website also mentions that these Kernelbase errors are caused by antivirus applications but maybe we did not make this clear enough, so I might update the text on that page.

[Dyne]

no worries,
I put a exception in bit defender for the full folder on wallpaper engine so that is odd. However it is Bitdefender and I swear I spend more time telling it what not to do, then I what I believe it is really doing. LOL
It is possible that the Advanced Threat Defense is doing it due to the fact the exceptions are folder based while the Threat defense is specific file only.
Thanks for reading over it and telling me what is out of the normal. This gives me a great place to get started. And it is on your website and clear, but once again. Bitdefender…. LoL

[Biohazard]

Originally posted by Dyne:

no worries,
I put a exception in bit defender for the full folder on wallpaper engine so that is odd. However it is Bitdefender and I swear I spend more time telling it what not to do, then I what I believe it is really doing. LOL
It is possible that the Advanced Threat Defense is doing it due to the fact the exceptions are folder based while the Threat defense is specific file only.
Thanks for reading over it and telling me what is out of the normal. This gives me a great place to get started. And it is on your website and clear, but once again. Bitdefender…. LoL

This says the file is part of 'active threat control': https://www.freefixer.com/library/file/atcuf64.dll-272365/ that's not the same but it sounds similar to 'Advanced Threat Defense' - perhaps it's just the internal name.

We can't guarantee that this is the source of the crash, but the log shows it's at least doing some manipulations to the program, so it may be the source. The only way to know for sure is test this, if you find it still crashing without 'Advanced Threat Defense' enabled, please share another log so we can see if the DLL is gone or still there. Make sure to restart the program after disabling active threat control or it won't be from a clean slate.

[Dyne]

Good Evening,
I just wanted you to be aware that I did follow up and put in specific “advanced threat defense” exceptions in for wallpaper64.exe as well as wallpaper32.exe. Keep in mind I was using a general exception for the folder; however, it was still crashing.
After putting in the specific exceptions in that setting for those 2 files, I have not had a crash. I also re-checked the .txt file from another log (in the last 10 minutes) and that line of code is no longer loading. It is my guess that this was in fact the issue. I will leave it as is and if anything happens let you know.
Thanks again for looking over the issue and giving me a starting point to work with.

[Dyne]

Good afternoon,

I said I would follow up again if the problem was still happening and while working in visual studio a moment ago the same error happened, and the engine crashed. Same issue as before. I have set up a new link for you all to look at. As you can see the virus software is not in the modules for the engine so if you have any other ideas, I can look at I would be glad to hear them.
I am not sure what else I can do, hopefully this helps.
https://pastebin.com/7Dce4i8S

[Tim]

It could still be BitDefender (since you have it installed and it's running though not injected) but it's hard to say from our point of view.

What's the file version of this file:

C:\Windows\SYSTEM32\RzChromaBroadcastManager64.dll

We had similar crashes with outdated Razer software a while ago and users had problems getting rid of them as some Razer files seem to sometimes remain in the SYSTEM32 directory. Since I see the Razer Chroma library injected into Wallpaper Engine, I would double-check that it's not an outdated file version.

You may also want to share the latest .mdmp file of your crash with us either via email or by using some file upload website, just in case it contains more infos.

[Dyne]

Braodcast Manager is set at version - 2.0.2.18
I have no issues clean installing Razer Software if that is a possible problem.
The mod date is set for 20/03/19 which could have something to do with it, however, I will check back in a bit.
Let me know what you think.
Thanks again

[Biohazard]

Can you try setting the option 'other application playing audio' to 'keep running'? I can't tell for sure without verifying the mdmp file, but I noticed you have enabled the audio detection and there is a known Windows bug that can make the program crash when this is enabled.

Since it's difficult to reproduce we weren't able to really ask Microsoft to fix this yet. It seems on a few PCs this happens very often while on most systems not at all.

[Dyne]

If you want me to send you the latest .mdmp file i will, I just need to know where to send it. I have also looked and noticed all dump files but one are wallpaper32... I have one wallpaper64 from a few months ago. The latest is a wallpaper32
I am starting to wondering if it only dies when i load the 32 bit version. I have been working on writing a module now for pretty much the last 2 hours and it hasn't crashed once. I had to reload after the crash this morning and I loaded the 64 bit. (Which I thought was default)
Odd, and really shouldn't matter, but still something I thought you should know.
Thanks again

Hey I am sorry I should have just asked if you want me to email it to you at the support email address? Sorry it has been a long day.
I will check back later.

[Tim]

You can send it to [e-mail]. Maybe you have wallpaper32 configured to be auto-starting and when you manually start it you select the 64 Bit version? Try turning off the autostart, then turn off the app and then restart the 64 Bit version and re-enable the autostart. Sometimes users only have crashes in either the 64 Bit or 32 Bit version due to conflicting issues as discussed in the rest of this thread.

[Tim]

So after looking at it, it's still not super clear but it could really simply be some sort of error with regards to the process running out of memory with large video files. This can also cause these types of crashes though it usually does not affect too many people which is why we didn't think of that before. Make sure that the 64 Bit version is set to autostart (after boot, check your task manager if you see wallpaper64.exe). Here is the official guide on how to switch between 64 and 32 Bit:

https://help.wallpaperengine.io/en/functionality/automaticstartup.html

[Dyne]

No worries,
I have never had a memory issue running 32 GB here and writing/debugging C# for hours on end, but I will say anything is possible.
I will stick to the 64 bit version and hope this is it.
I really hope all the files I have sent and error logs help out in case other people start having issues like this, but at worse case you all are aware that this does happen from time to time. Even if it is just us un-lucky people. LoL
Thanks for all your help and trying different ideas.

[Biohazard]

Originally posted by Dyne:

No worries,
I have never had a memory issue running 32 GB here and writing/debugging C# for hours on end, but I will say anything is possible.
I will stick to the 64 bit version and hope this is it.
I really hope all the files I have sent and error logs help out in case other people start having issues like this, but at worse case you all are aware that this does happen from time to time. Even if it is just us un-lucky people. LoL
Thanks for all your help and trying different ideas.

The 32-bit version is limited to 3GB of your total memory and that's easily hit if you have one or two large video files running with the in-memory option, especially because of memory fragmentation. So it's expected that the 32-bit version won't work under certain circumstances, that's practically the only reason the 64-bit version exists.

When Wallpaper Engine applies an update, it will always restart with the 32-bit version afterwards. I fixed this now, but this fix will only take effect after the update has been applied, so it will happen one more time. (This doesn't affect the auto start though, just right after the update was applied).