RV is not starting at all - How to fix/debug it?

[patrickwolf]

Today RV didn’t work on my machine anymore. Any attempt to start ended in RV not opening and exiting:

• It didn’t make any difference if I used cmd arguments or not.
• Using args yielded the same message below (including when i used the -nopackages option)
• There were no running rv.exe processes afterwards (ie they get terminated 20 sec after running the command line)
• I did a Repair and then a reinstall of RV
• I’m using the latest version and RV did use to work
• RV_SUPPORT_PATH is empty

Any help how to troubleshoot this are appreciated (ie are they log files?)

Thanks,
Patrick

C:\Program Files\ShotGrid\RV-2021.1.0\bin>rv.exe -nopackages -debug info
C:\Program Files\ShotGrid\RV-2021.1.0\bin>INFO: Using 'C:\Users\User' for $HOME.
rv.exe
Version 2021.1.0, built on Jun 19 2021 at 01:26:33 (HEAD=cd9559af5). (L)
Copyright (c) 2021 Autodesk, Inc. All rights reserved.

[patrick-hubert-adsk]

Hi @patrickwolf

First, I would not run RV from the bin folder of the application.

Set the following environment variables:
set RV_SHOTGUN_AUTH_DEBUG=1
set RV_SAML2_SSO_LOG_DEBUG=1

Then try while in your home folder (C:\Users\your_user), and run
"C:\Program Files\ShotGrid\RV-2021.1.0\bin\rv.exe" -nopackages -debug info

Can you create a new user on your machine, and run RV as that new user ?

Trying to isolate any user-specific settings from the equation.

Can your try to start an Admin command prompt, and start RV from there ?

-Patrick

[patrickwolf]

Hey Patrick, thanks for the tips.

I spend 3 hours yesterday trying to get RV to start with always the same result (as above) from outside the folder, inside the folder, shortcut, with arguments, without arguments, restart, reinstall, repair and nothing worked.
And today anyway i start it it works and opens. Very weird. Any possibility that the problem could have been remote? With my user account? Something else?

I’m happy thought that RV does start today.

Thanks Patrick,
Patrick

[patrick-hubert-adsk]

Hi @patrickwolf

Happy that RV now works, but I find it infuriating that we cannot explain what happened.

The only thing that pops to mind (given that the process was killed shortly after being started), I am thinking that this might be a Virus Checker that may have kicked-in to kill RV.

Given how the virus definitions are updated constantly and machines update themselves. Not that I am trying to lay the blame on something not from us.

If you have a virus scanner, any chances you can look at its logs ?

-Patrick

[patrickwolf]

We are in luck as it stopped working again

I tried what you said above + disabled the virus scanner + restarted and no luck. Are there any logfiles being written? Or any other idea?

C:\Users\Patrick>"C:\Program Files\ShotGrid\RV-2021.1.0\bin\rv.exe"

C:\Users\Patrick>INFO: Using 'C:\Users\Patrick' for $HOME.
C:\Program Files\ShotGrid\RV-2021.1.0\bin\rv.exe
Version 2021.1.0, built on Jun 19 2021 at 01:26:33 (HEAD=cd9559af5). (L)
Copyright (c) 2021 Autodesk, Inc. All rights reserved.
set RV_SHOTGUN_AUTH_DEBUG=1

C:\Users\Patrick>set RV_SAML2_SSO_LOG_DEBUG=1

C:\Users\Patrick>"C:\Program Files\ShotGrid\RV-2021.1.0\bin\rv.exe" -nopackages -debug info

C:\Users\Patrick>INFO: Using 'C:\Users\Patrick' for $HOME.
C:\Program Files\ShotGrid\RV-2021.1.0\bin\rv.exe
Version 2021.1.0, built on Jun 19 2021 at 01:26:33 (HEAD=cd9559af5). (L)
Copyright (c) 2021 Autodesk, Inc. All rights reserved.
"C:\Program Files\ShotGrid\RV-2021.1.0\bin\rv.exe" -nopackages -debug info

C:\Users\Patrick>INFO: Using 'C:\Users\Patrick' for $HOME.
C:\Program Files\ShotGrid\RV-2021.1.0\bin\rv.exe
Version 2021.1.0, built on Jun 19 2021 at 01:26:33 (HEAD=cd9559af5). (L)
Copyright (c) 2021 Autodesk, Inc. All rights reserved.

[patrickwolf]

Just had the genius (lol) idea to check the event log…

Faulting application name: rv.exe, version: 0.0.0.0, time stamp: 0x60cd39ce
Faulting module name: unknown, version: 0.0.0.0, time stamp: 0x00000000
Exception code: 0xc0000005
Fault offset: 0x0000000000000000
Faulting process id: 0x1394
Faulting application start time: 0x01d7a5bd87f4181b
Faulting application path: C:\Program Files\ShotGrid\RV-2021.1.0\bin\rv.exe
Faulting module path: unknown
Report Id: 5c0cb72f-9e68-49c6-9653-204aa5473f61
Faulting package full name: 
Faulting package-relative application ID: 

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
  <Provider Name="Application Error" /> 
  <EventID Qualifiers="0">1000</EventID> 
  <Version>0</Version> 
  <Level>2</Level> 
  <Task>100</Task> 
  <Opcode>0</Opcode> 
  <Keywords>0x80000000000000</Keywords> 
  <TimeCreated SystemTime="2021-09-09T20:59:11.0606488Z" /> 
  <EventRecordID>57286</EventRecordID> 
  <Correlation /> 
  <Execution ProcessID="0" ThreadID="0" /> 
  <Channel>Application</Channel> 
  <Computer>Book</Computer> 
  <Security /> 
  </System>
- <EventData>
  <Data>rv.exe</Data> 
  <Data>0.0.0.0</Data> 
  <Data>60cd39ce</Data> 
  <Data>unknown</Data> 
  <Data>0.0.0.0</Data> 
  <Data>00000000</Data> 
  <Data>c0000005</Data> 
  <Data>0000000000000000</Data> 
  <Data>1394</Data> 
  <Data>01d7a5bd87f4181b</Data> 
  <Data>C:\Program Files\ShotGrid\RV-2021.1.0\bin\rv.exe</Data> 
  <Data>unknown</Data> 
  <Data>5c0cb72f-9e68-49c6-9653-204aa5473f61</Data> 
  <Data /> 
  <Data /> 
  </EventData>
  </Event>

[patrickwolf]

• In SafeMode RV doesn’t crash immediately but gives warnings that graphics card isn’t found etc.
• Conclusion is that it must be something locally on my machine
• AntiVirus is disabled and I closed all open apps (including systray)
• Even killed many apps in the task manager

Overall very hard to troubleshoot with no log files and no debugging output. Any thoughts on how to proceed apart from reinstalling the machine?

Thank you!

[patrick-hubert-adsk]

Hi @patrickwolf

Since it seems graphics card related, maybe try to disable GPU acceleration ?

This can be achieved by setting the environment variable:
set QTWEBENGINE_CHROMIUM_FLAGS="--disable-gpu"

But this looks like a long-shot to me. Have you opened a ticket ?

Not sure where to go from here…

-Patrick

[patrickwolf]

@patrick-hubert-adsk

Have you opened a ticket ?

Sure I opened one 6 days ago with Autodesk (#18166806) and didn’t hear back.

@patrick-hubert-adsk

try to disable GPU acceleration

Thanks right at this moment RV is starting but I’ll try that if RV crashes again.

[Michael.Kessler]

@patrickwolf

Any help how to troubleshoot this are appreciated (ie are they log files?)

Mac and Linux both have crash logs that can be useful for sending in tickets. Its been a long-standing request (both when I was at adsk and since I’ve left) for Windows to have the same capability.

@ADSK, please tag this thread as a reference in your Jira.

[bernie]

Hello @patrickwolf,

I would really like to know what is preventing RV from starting on your system… Like Kessler said, unfortunately RV does not yet produce crash logs on Windows.

If I were you, I would try resetting the RV prefs by passing -resetPrefs on the rv command line to start with a clean state.

It would also be interesting to know if you get the same issue using a previous version of RV.
Perhaps you could try RV 7.9.2 which is also available to download from here: (ShotGrid | RV Download)

Bernie

[Michael.Kessler]

In addition, are you on the same drivers as previously, and are you working remotely from the machine or is the machine local?

[patrickwolf]

Hello, the issue fixed itself after being a big issue for a few days and by now I’ve reinstalled my computer to Win 11. So I won’t be able to reproduce it anymore even though it truly exist and was a problem.

• I did fully uninstall and reinstall RV and that didn’t fix it ( i imagine that’s similar to the resetPrefs? )
• And I was working locally on my machine.
• And yes crashlogs or at the minimum more debug messages during startup so we can see when it crashes would be great

Best,
Patrick