My Time At Portia

My Time At Portia

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Mio Sep 18, 2019 @ 2:50pm
Frequent crashes - "UnityPlayer.dll caused an Access Violation (0xc0000005)"
Good evening,

seeing that I posted my last crash report below an existing post in General discussion, here's now an ordinary report of my issue.

The game crashes alot, ever since I bought it a few weeks ago. It happens randomly, always different time, different place, different situation. The high number of crashes (it takes me two, three or even more attempts to get a day done without a crash) makes the game unplayable for me at the moment, while the game itself is really good and definetely caught me, so I don't want to stop playing it because of this issue.

I've tried the following already to fix the issue myself:
-reinstalling the game (several times)
-checking game file integrity (several times)
-update my graphics driver/downgrade to previous versions
-cleaning windows registry
-performing a clean boot
-setting up my pc from scratch
-uninstalling my Antivirus
-updating Windows 10
... and none of them did work, sadly.

Here are files that you could possibly need:
-output_log.txt of my latest crash: <has been sent to qa@pathea.net>
-crash.dmp of my latest crash: <has been sent to qa@pathea.net>
-error.log of my latest crash: https://pastebin.com/KfhxV2Ys
-DxDiag: https://pastebin.com/qLhPr3qf (partially on German, I can translate passages if needed)

error.log and DxDiag files have been included in the E-Mail as well.

Thank you in advance,

-Mio
Last edited by Mio; Sep 18, 2019 @ 3:32pm
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Showing 1-15 of 19 comments
Team17_Assistance  [developer] Sep 19, 2019 @ 2:06am 
Hi Mio,

Thank you very much for the incredible detail that you put on your post - very useful.

You mention that you downgraded your graphics drivers - from what we can see from the files, you may still be running those outdated files, so this would be the first step before further troubleshooting:
  1. Go to the official NVidia download centre here[www.nvidia.com]
  2. Using the dropdown menus, fill in your graphics card information and press "Search"
  3. In the new page, click on Download and then Download again
  4. Right-click over the file and select Run as administrator
  5. If you are prompted by Windows User Account Control, click on Yes. The installer will prompt you for an extraction path. Most user should be fine with the default path.
  6. Once the driver install has completed, the extracted files will automatically be removed from your PC. Choose OK.
  7. You will next be prompted to accept the NVIDIA software license agreement. Read the contents and then if you agree, click "AGREE AND CONTINUE" to proceed.
  8. Next, choose Custom (Advanced). Then click NEXT.
  9. Select Perform clean install and then click on NEXT.
  10. Once the installation has finished, reboot your PC one more time to complete the installation.

After this is done, follow the exact same steps as in the other thread that you replied to:
  • Make sure you're not using any generic controller with My Time At Portia. If you are, then please unplug the controller.
  • Unplug any USB devices that you don't need to play the game, like webcams etc.
  • Open your antivirus software and make sure it doesn't block the game activity. You may also add Portia.exe as an exception in the antivirus settings.
  • Turn off vertical synchronization and set lock frames to unlimited
  • Delete a file called InControlNative.dll from the directory:
    Program Files (x86)\Steam\steamapps\common\My Time At Portia\Portia_Data\Plugins

Now retest the game.

Let us know if this fixes the issue.

Regards,

Team17 Support
Mio Sep 19, 2019 @ 8:59am 
Thanks for your quick reply. Graphic drivers are indeed still at a lower version, which was to test if that could fix the issue, however, I'll update them to latest version in a minute.

As for the other steps; I have done them all separately over the past week(s) without success, sadly. But I'll try them all together now.

I'll see how it works and reply here right after that.

Thank you for your support,

-Mio
Mio Sep 19, 2019 @ 9:45am 
I have updated my graphic drivers to the latest version and did all of the steps listed above again, yet the crash occured just after a few minutes in the game.

I'll send an E-Mail containing the latest error.log, crash.dmp and output_log to qa@pathea.net

-Mio
Team17_Assistance  [developer] Sep 20, 2019 @ 3:54am 
Hi Mio,

Sorry to hear that. Do you happen to have Citrix installed in your system? If you do:

Uninstall Citrix Workspace and Re-Install: Press the Window Key and R and enter the following command:

CitrixWorkspaceApp.exe ADDLOCAL=ReceiverInside,ICA_Client,AM,SELFSERVICE,DesktopViewer,Flash,Vd3d,WebHelper,BrowserEngine

Note that there's a space after the .exe name.

This will install Citrix Workspace without Workspace Hub which may be causing this error.

Regards,

Team17 Support
Mio Sep 20, 2019 @ 7:30am 
I have read about the issue with Citrix when looking for a fix, too. However, I have never had nor have Citrix installed.
Mio Sep 22, 2019 @ 2:28am 
When looking for a fix in the past 2 days, I have come along two things that might be of interest for you:

[1.] passage in dxdiag about portia.exe:

Analysesymbol:
Es wird erneut nach einer Lösung gesucht: 0
Berichts-ID: c01f5f05-53be-4de1-88f2-5912bd04bb06
Berichtstatus: 4
Bucket mit Hash:
CAB-Datei-Guid: 0
+++ WER9 +++:
Fehlerbucket , Typ 0
Ereignisname: AppHangTransient
Antwort: Nicht verfügbar
CAB-Datei-ID: 0

Problemsignatur:
P1: Portia.exe
P2: 2017.4.14.33104
P3: 5bc9ba6c
P4: unknown
P5: unknown
P6: unknown
P7: unknown
P8:
P9:
P10:

Angefügte Dateien:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8D28.tmp.WERInternalMetadata.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8D48.tmp.xml
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8D47.tmp.csv
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER8D77.tmp.txt

Diese Dateien befinden sich möglicherweise hier:

[2.] Exception Analysis of crash.dmp, ran by WinDbg.

Microsoft (R) Windows Debugger Version 10.0.18972.1001 AMD64
Copyright (c) Microsoft Corporation. All rights reserved.


Loading Dump File [C:\Users\mio20\AppData\LocalLow\Pathea Games\My Time at Portia\Crashes\Crash_2019-09-22_104246\crash.dmp]
User Mini Dump File: Only registers, stack and portions of memory are available

Symbol search path is: srv*
Executable search path is:
Windows 10 Version 18362 MP (8 procs) Free x64
Product: WinNt, suite: SingleUserTS
18362.1.amd64fre.19h1_release.190318-1202
Machine Name:
Debug session time: Sun Sep 22 10:48:04.000 2019 (UTC + 2:00)
System Uptime: not available
Process Uptime: 0 days 0:05:20.000
................................................................
...........................................................
This dump file has an exception of interest stored in it.
The stored exception information can be accessed via .ecxr.
(216c.175c): Access violation - code c0000005 (first/second chance not available)
For analysis of this file, run !analyze -v
ntdll!NtGetContextThread+0x14:
00007ff8`3d3bde64 c3 ret
0:021> !analyze -v
*******************************************************************************
* *
* Exception Analysis *
* *
*******************************************************************************

*** WARNING: Unable to verify checksum for Portia.exe

KEY_VALUES_STRING: 1

Key : AV.Fault
Value: Read

Key : Analysis.CPU.Sec
Value: 6

Key : Analysis.DebugAnalysisProvider.CPP
Value: Create: 8007007e on DESKTOP-T8F2RKM

Key : Analysis.DebugData
Value: CreateObject

Key : Analysis.DebugModel
Value: CreateObject

Key : Analysis.Elapsed.Sec
Value: 221

Key : Analysis.Memory.CommitPeak.Mb
Value: 196

Key : Analysis.System
Value: CreateObject

Key : Timeline.Process.Start.DeltaSec
Value: 320


CONTEXT: (.ecxr)
rax=00000169b0b07530 rbx=0000000080000001 rcx=00000169b0adac40
rdx=0000016a980d69e0 rsi=00000007000004b1 rdi=0000000000000000
rip=00007fffefa94616 rsp=0000005f39aff970 rbp=0000000000000000
r8=0000000000011b56 r9=0000000080000001 r10=0000016a2f1f5e70
r11=0000000000000000 r12=0000016a980d69e0 r13=0000000000000000
r14=0000016a980d69e0 r15=0000000000011b56
iopl=0 nv up ei pl zr na po nc
cs=0033 ss=002b ds=002b es=002b fs=0053 gs=002b efl=00010246
UnityPlayer+0x4a4616:
00007fff`efa94616 488b4638 mov rax,qword ptr [rsi+38h] ds:00000007`000004e9=????????????????
Resetting default scope

EXCEPTION_RECORD: (.exr -1)
ExceptionAddress: 00007fffefa94616 (UnityPlayer+0x00000000004a4616)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 0000000000000000
Parameter[1]: 00000007000004e9
Attempt to read from address 00000007000004e9

PROCESS_NAME: Portia.exe

READ_ADDRESS: 00000007000004e9

ERROR_CODE: (NTSTATUS) 0xc0000005 - Die Anweisung in 0x%p verwies auf Arbeitsspeicher bei 0x%p. Der Vorgang %s konnte im Arbeitsspeicher nicht durchgef hrt werden.

EXCEPTION_CODE_STR: c0000005

EXCEPTION_PARAMETER1: 0000000000000000

EXCEPTION_PARAMETER2: 00000007000004e9

STACK_TEXT:
0000005f`39aff970 00007fff`efa95379 : 00000169`b0adac40 0000016a`980d69e0 0000016a`2f1f5e70 00000000`00000000 : UnityPlayer+0x4a4616
0000005f`39aff9e0 00007fff`efa94827 : 0000016a`2f1f5e70 00000169`b0adac40 00000000`00000000 00000000`00011b54 : UnityPlayer+0x4a5379
0000005f`39affa20 00007fff`efa94a1f : 00000000`00011b54 00000169`b0adac40 00000000`00000000 00000000`00000830 : UnityPlayer+0x4a4827
0000005f`39affa60 00007fff`efa9561b : 00000000`00000000 00000000`00000000 00000000`0000175c 00000000`00000000 : UnityPlayer+0x4a4a1f
0000005f`39affa90 00007fff`efb30518 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : UnityPlayer+0x4a561b
0000005f`39affac0 00007ff8`3c7f7bd4 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : UnityPlayer+0x540518
0000005f`39affaf0 00007ff8`3d38cee1 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x14
0000005f`39affb20 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x21


SYMBOL_NAME: UnityPlayer+4a4616

MODULE_NAME: UnityPlayer

IMAGE_NAME: UnityPlayer.dll

STACK_COMMAND: ~21s ; .ecxr ; kb

FAILURE_BUCKET_ID: INVALID_POINTER_READ_c0000005_UnityPlayer.dll!Unknown

OS_VERSION: 10.0.18362.1

BUILDLAB_STR: 19h1_release

OSPLATFORM_TYPE: x64

OSNAME: Windows 10

FAILURE_ID_HASH: {84a06097-f6a5-2770-27f8-ab1cb4c7a979}

Followup: MachineOwner
---------

0:021>
ExceptionAddress: 00007fffefa94616 (UnityPlayer+0x00000000004a4616)
ExceptionCode: c0000005 (Access violation)
ExceptionFlags: 00000000
NumberParameters: 2
Parameter[0]: 0000000000000000
Parameter[1]: 00000007000004e9
Attempt to read from address 00000007000004e9

I have tried my best finding information there, but seeing that I'm not a programmer and don't have much knowledge there, I couldn't - I hope those 2 passages can possibly help you anyway.

Thanks for your effort,

-Mio
Team17_Assistance  [developer] Sep 23, 2019 @ 7:01am 
Hi Mio,

Thanks for that, and sorry to hear that our previous troubleshooting didn't help.

Looking at the logs that you sent us, let's try the following:
  1. Right click on My Time At Portia in your Steam Library > Properties and under local files click on Browse Local Files...
  2. Delete the file "UnityPlayer.dll"
  3. Right-click on the game in your Steam Library, choose Properties, switch to the Local Files tab and press Verify integrity of game files...
  4. Attempt to run the game to see if the issue is resolved

If this doesn't work:

  1. Right click on My Time At Portia in your Steam Library > Properties and under local files click on Browse Local Files...
  2. Delete the file "UnityPlayer.dll" if present
  3. Go to https://www.dll-files.com/unityplayer.dll.html and download the first file (2017.3.1.7475)
  4. Unzip the file to the folder where you just deleted "UnityPlayer.dll"
  5. Attempt to run the game to see if the issue is resolved

Please do let us know if this helps at all.

Regards,

Team17 Support
Mio Sep 23, 2019 @ 8:55am 
I have just tried both, neither did work, sadly - 1st option just replaced the file, which had no effect at all, 2nd option made the game unlaunchable, giving me the following error on startup:
"Failed to initialize Player

Failed to load PlayerSettings (internal index #0).
Most likely data file is corrupted, or built with mismatching
editor and platform support versions."

-Mio
Team17_Assistance  [developer] Sep 24, 2019 @ 4:18am 
Hi Mio,

Thanks for that, worth the try. Let's return the previous file by following the first steps again:
  1. Right click on My Time At Portia in your Steam Library > Properties and under local files click on Browse Local Files...
  2. Delete the file "UnityPlayer.dll"
  3. Right-click on the game in your Steam Library, choose Properties, switch to the Local Files tab and press Verify integrity of game files...
  4. Attempt to run the game to see if the issue is resolved

Now, let's try to reinstall your Visual C++ libraries:
  1. Go to Control Panel > Uninstall A Program.
  2. Select all installed Microsoft Visual C++ Redistributables and click Uninstall.
  3. Now, let's download and install the latest Visual C++. Go to:

    https://support.microsoft.com/en-gb/help/2977003/the-latest-supported-visual-c-downloads

    Download and install:

    x86: vc_redist.x86.exe

  4. Restart your machine
  5. Retest
Other things to consider:

- Ensure that you do not have any virtual display adaptor software installed

Let us know if this works,

Regards,

Team17 Support
Last edited by Team17_Assistance; Sep 24, 2019 @ 4:18am
Mio Sep 24, 2019 @ 9:40am 
Good evening,

I have uninstalled the ones and installed the said file, restarted the pc and tested again, yet the crash occured again, same error.log-message.

I am however thankful for all those ideas that come in nearly daily the past week - great support there!

-Mio
Mio Sep 24, 2019 @ 1:19pm 
UPDATE: I have setup a dual boot Win7/Win10 on the same machine today and installed the game on Win7 - I was able to play 9 ingame days without any crash so far, so I guess I'll be able to play the game here, at least temporary. Seeing as this is meant to be more of a test than an actual solution, I would still like to find out why it doesn't run properly on Win10 though and resolve it after that.

However, the fact that it runs on Win7 but not on Win10 on the same machine might give us some hint for a solution.

-Mio
Team17_Assistance  [developer] Sep 25, 2019 @ 6:27am 
Hi Mio,

Thanks for the update, at least we can assume that there is something related with the Windows 10 installation. Let's try the following on Windows 10:
Corrupted System Files
  1. Press Start(Windows) button
  2. type cmd in the search or Run box, press "Enter"
  3. in the command prompt enter these lines: sfc /scannow
  4. Restart your PC and retest

This is a Microsoft tool to repair missing or corrupted system files.

Regards,

Team17 Support
Mio Sep 25, 2019 @ 10:35am 
I have just done that, it said it successfully found & repaired issues. However, just after a few minutes into the game, another crash occured.
Mio Sep 25, 2019 @ 11:58am 
UPDATE: Just had my first crash on Win7 - not sure if this was coincidence or the same error, error.log message however is the same. I'll keep playing on here and see if it happens again.
Mio Sep 27, 2019 @ 8:02am 
Another crash just happened on Win7, first ingame day, so I would say no coincidence, problem sadly still persists, also on here.
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