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Bug Report - AE crashes on startup (Engineering Team problem)

New Here ,
May 30, 2024 May 30, 2024

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  • App Version: AE  24.4.1,   24.4,   24.3
  • Windows 11

 

CONTEXT:
Recently I was working in AE, and suddenly when I came back to work on my project it crashed on Startup, specifically on the "Initializing Audio" step. I spent a whole week troubleshooting AE, updating graphics and audio drivers, uninstalling AE, reinstalling, making a clean wipe of Creative Cloud, deleting preferences, starting in safe mode, EVERYTHING I could think of. 

 

PROBLEM:

Turns out, there is a problem with the MSI Sound Tune addon provided via the MSI Center. The addon was added when I reinstalled the App and didn't turn off the option to not include it. I searched through the crash logs and made some dump files to try and see what went wrong. It appears AE requests for a AudioDeviceName and something doesn't appear to be working and I presume an empty string is returned. When that happens, AE doesn't appear to have any failsafe and just crashes when that happens. 

 

SOLUTION:

The solution is to uninstall MSI Sound Tune and Uninstall it from the Add or Remove Programs app

 

REQUEST:
It seems a little off that AE doesn't have any sort of failsafe and when It encounters a problem where it requests for the device names in order and then it doesn't recognize the DeviceName from Sound Tune and it just crashes. I'm hoping someone can fix that problem on your part so that we as users have more details to troubleshoot the problem and try to fix it, but I believe this sould be a last resort and some sort of failsafe should be implemented before that, so that we don't have to troubleshoot, or at least not go waay out of our way to download debuggers and system monitoring programs to see a faulty line of code, or what appears to be a faulty line of code because there are no symbols to debug this (I understand why).  I'm hoping your engineering team can look into this. I was hoping I could add the dump file here so you can debug from there but it appears Adobe Community doesn't even support .dmp files in main posts.

THINGS TO NOTE:

This crash issue seems to extend to Adobe Premiere Pro and Adobe Audition.

Bug Acknowledged
TOPICS
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correct answers 1 Pinned Reply

Adobe Employee , May 30, 2024 May 30, 2024

Thank you for your investigation and thorough notes. The audio code is shared across the products you mentioned, so one fix should help with all of them. 

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Adobe Employee ,
May 30, 2024 May 30, 2024

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Thank you for your investigation and thorough notes. The audio code is shared across the products you mentioned, so one fix should help with all of them. 

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New Here ,
May 30, 2024 May 30, 2024

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Thank you. Is there a way to send the .dmp files to facilitate debugging on your end?

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Adobe Employee ,
May 30, 2024 May 30, 2024

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If you can host it somewhere and send a link, that's probably the easiest way to get it to us. That said, if the MSI Sound Tune is the problem, we can also install that and reproduce the issue.

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New Here ,
May 30, 2024 May 30, 2024

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Ok. you can contact me if you need them. In the meantime I'll post the info from WinDBG:

0:000> !analyze -v
*******************************************************************************
* *
* Exception Analysis *
* *
*******************************************************************************


KEY_VALUES_STRING: 1

Key : Analysis.CPU.mSec
Value: 2187

Key : Analysis.Elapsed.mSec
Value: 7389

Key : Analysis.IO.Other.Mb
Value: 0

Key : Analysis.IO.Read.Mb
Value: 0

Key : Analysis.IO.Write.Mb
Value: 0

Key : Analysis.Init.CPU.mSec
Value: 124

Key : Analysis.Init.Elapsed.mSec
Value: 4848

Key : Analysis.Memory.CommitPeak.Mb
Value: 262

Key : Failure.Bucket
Value: BREAKPOINT_80000003_sentry-native.dll!Unknown

Key : Failure.Hash
Value: {a97f21ea-83a8-7320-87cf-dc1bdadd1a44}

Key : Timeline.OS.Boot.DeltaSec
Value: 5634

Key : Timeline.Process.Start.DeltaSec
Value: 32

Key : WER.OS.Branch
Value: ni_release

Key : WER.OS.Version
Value: 10.0.22621.1

Key : WER.Process.Version
Value: 24.4.1.2


FILE_IN_CAB: AfterFX.DMP

NTGLOBALFLAG: 0

APPLICATION_VERIFIER_FLAGS: 0

EXCEPTION_RECORD: (.exr -1)
ExceptionAddress: 0000000000000000
ExceptionCode: 80000003 (Break instruction exception)
ExceptionFlags: 00000000
NumberParameters: 0

FAULTING_THREAD: 00006be0

PROCESS_NAME: AfterFX.exe

ERROR_CODE: (NTSTATUS) 0x80000003 - {EXCEPTION} Breakpoint A breakpoint has been reached.

EXCEPTION_CODE_STR: 80000003

CONTEXT: 000000560000b300 -- (.cxr 0x560000b300)
Unable to read context, HRESULT 0x80004002

STACK_TEXT:
00000056`219fa8f8 00007ffd`5fb851a3 : 00000000`00000000 00007ffd`5d270f11 00000000`00000000 00000000`00000000 : ntdll!NtDelayExecution+0x14
00000056`219fa900 00007ffd`5d254e1d : 00000000`00000000 00007ffd`5d569c28 00000056`219fa9c0 00007ffc`4884c1c3 : ntdll!RtlDelayExecution+0x43
00000056`219fa930 00007ffc`4886ff4d : 00000000`00000000 00000056`00000000 ffffffff`dc3cba00 00000000`00000001 : KERNELBASE!SleepEx+0x7d
00000056`219fa9b0 00007ffd`5d36cd9c : 00000000`00000000 00000000`00000000 00000000`00000000 00007ffd`5d233dab : sentry_native!sentry_adobe_send_user_feedback+0x110bd
00000056`219faaf0 00007ffd`5fbd907d : 00000000`0005aa69 00007ffd`5fc92bc0 00000000`00000000 00007ffd`5fb50b5a : KERNELBASE!UnhandledExceptionFilter+0x1ec
00000056`219fac10 00007ffd`5fbbf187 : 00000056`219fad50 00000000`00000000 00000056`219fad08 00000056`219fb2f0 : ntdll!RtlUserThreadStart$filt$0+0xac
00000056`219fac50 00007ffd`5fbd49ff : 00000000`00000000 00000056`219fb250 00000056`219fb930 00000056`219fb930 : ntdll!_C_specific_handler+0x97
00000056`219facc0 00007ffd`5fb4e466 : 00000056`219fb930 00007ffd`5fb30000 00007ffd`5fb8aa48 00007ffd`5fcbebf8 : ntdll!RtlpExecuteHandlerForException+0xf
00000056`219facf0 00007ffd`5fbd39ee : 00000000`00000000 00000056`0000b300 0000020c`95ac2100 00000001`00000001 : ntdll!RtlDispatchException+0x286
00000056`219fb440 00007ffc`5948e8a5 : 00000000`00000050 0000020c`d8254200 00000000`00000050 0000020c`95ac2100 : ntdll!KiUserExceptionDispatch+0x2e
00000056`219fc190 00007ffc`594947c5 : 00000000`00000000 0000020c`95ac21c0 0000020c`99798ac0 0000020c`9926c2a0 : dvaaudiodevice!dvaaudiodevice::support::GetAudioEndpointDeviceName+0x75
00000056`219fc1e0 00007ffc`5949547f : 00000000`0000003e 00007ffc`5e30510d 00000000`0000001b 00000000`00000040 : dvaaudiodevice!dvaaudiodevice::support::GetAudioEndpointSampleRate+0x5df5
00000056`219fc410 00007ffc`59498a44 : 0000020c`d3af03e0 00000000`00000700 00007ffc`594c7b01 0000020c`d3af03e0 : dvaaudiodevice!dvaaudiodevice::support::GetAudioEndpointSampleRate+0x6aaf
00000056`219fc680 00007ffc`59492715 : 00000000`00000027 0000020c`8321f4a0 0000020c`8321f4a0 00000056`219fd6b8 : dvaaudiodevice!dvaaudiodevice::support::GetAudioEndpointSampleRate+0xa074
00000056`219fd2d0 00007ffc`59493097 : 0000020c`8321f4a0 00000000`00000001 0000020c`ce6a0000 00007ffd`5fb6c7ba : dvaaudiodevice!dvaaudiodevice::support::GetAudioEndpointSampleRate+0x3d45
00000056`219fd350 00007ffc`594910a1 : 0000020c`94ae6150 0000020c`94ae6150 0000020c`827cc320 0000020c`8321f4a0 : dvaaudiodevice!dvaaudiodevice::support::GetAudioEndpointSampleRate+0x46c7
00000056`219fd4d0 00007ffc`594901ae : 00000000`00000001 0000020c`d3842058 0000020c`827cc320 00000000`00000001 : dvaaudiodevice!dvaaudiodevice::support::GetAudioEndpointSampleRate+0x26d1
00000056`219fd710 00007ffc`593e7449 : 0000020c`8321f4a0 0000020c`d3842058 0000020c`827cc320 0000020c`d3842060 : dvaaudiodevice!dvaaudiodevice::support::GetAudioEndpointSampleRate+0x17de
00000056`219fd740 00007ffc`593fd055 : 00000056`77617370 00000000`00000000 00000056`219fd7f9 0000020c`827cc320 : dvaaudiodevice!dvaaudiodevice::AudioDeviceClassRegistrar::AudioDeviceClassRegistrar+0x679
00000056`219fd780 00007ffc`56ab549f : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : dvaaudiodevice!dvaaudiodevice::Initialize+0x235
00000056`219fd860 00007ffc`62c144a5 : 00000000`00000000 00000000`00000000 00000000`00000000 00000056`219fda10 : dvaplayer!dvaplayer::Initialize+0x2f
00000056`219fd8b0 00007ffc`62c2314e : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : AfterFXLib!CEggApp::BirthPkgGrpD+0x2d5
00000056`219fdb80 00007ffc`62bc029f : 00000056`219fe840 0000020c`d57afc70 0000020c`d57afc70 00000000`00000000 : AfterFXLib!CEggApp::IEggApp+0x20be
00000056`219fe7d0 00007ffc`62c3cd1f : 0000020c`d50e47e0 00000000`00000000 0000020c`d52a5ad0 00000000`0000003e : AfterFXLib!CEggApp::CEggApp+0x73f
00000056`219feb80 00007ffc`62c3b7ab : 00000000`00000001 00007ffd`ffffffff 00000056`219ff4b0 00000000`ffffffff : AfterFXLib!FEE_ShowMessageboxForEarlyDebugAttach+0x156f
00000056`219ff490 00007ffc`62a06d3f : 00000000`00000001 00000000`00000001 00000000`00000794 00000000`00000001 : AfterFXLib!EaseLib::WriteToFile+0x11eb
00000056`219ff500 00007ff7`8ac22f2c : 00000056`00000000 00000000`00000000 00000000`00000007 0000020c`d50e0000 : AfterFXLib!AEWinMain+0x70f
00000056`219ff900 00007ff7`8ac23624 : 00000000`00000001 00000000`00000001 00000000`00000000 00000000`00000000 : AfterFX+0x2f2c
00000056`219ffc10 00007ff7`8ac24e02 : 00000000`00000001 00000000`00000000 00000000`00000000 00000000`00000000 : AfterFX+0x3624
00000056`219ffc80 00007ffd`5eb9257d : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : AfterFX+0x4e02
00000056`219ffcc0 00007ffd`5fb8aa48 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : kernel32!BaseThreadInitThunk+0x1d
00000056`219ffcf0 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : ntdll!RtlUserThreadStart+0x28


STACK_COMMAND: .cxr 0x560000b300 ; kb

SYMBOL_NAME: sentry_native+110bd

MODULE_NAME: sentry_native

IMAGE_NAME: sentry-native.dll

FAILURE_BUCKET_ID: BREAKPOINT_80000003_sentry-native.dll!Unknown

OS_VERSION: 10.0.22621.1

BUILDLAB_STR: ni_release

OSPLATFORM_TYPE: x64

OSNAME: Windows 10

FAILURE_ID_HASH: {a97f21ea-83a8-7320-87cf-dc1bdadd1a44}

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

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New Here ,
May 30, 2024 May 30, 2024

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This is the other one:

0:000> !analyze -v
*******************************************************************************
* *
* Exception Analysis *
* *
*******************************************************************************


KEY_VALUES_STRING: 1

Key : Analysis.CPU.mSec
Value: 2655

Key : Analysis.Elapsed.mSec
Value: 7771

Key : Analysis.IO.Other.Mb
Value: 0

Key : Analysis.IO.Read.Mb
Value: 0

Key : Analysis.IO.Write.Mb
Value: 0

Key : Analysis.Init.CPU.mSec
Value: 124

Key : Analysis.Init.Elapsed.mSec
Value: 3521

Key : Analysis.Memory.CommitPeak.Mb
Value: 262

Key : Failure.Bucket
Value: BREAKPOINT_80000003_dvacore.dll!Unknown

Key : Failure.Hash
Value: {6865ba96-6e7c-f66f-7c32-702013ec52de}

Key : Timeline.OS.Boot.DeltaSec
Value: 18545

Key : Timeline.Process.Start.DeltaSec
Value: 70

Key : WER.OS.Branch
Value: ni_release

Key : WER.OS.Version
Value: 10.0.22621.1

Key : WER.Process.Version
Value: 24.4.1.2


FILE_IN_CAB: AfterFX.DMP

NTGLOBALFLAG: 0

APPLICATION_VERIFIER_FLAGS: 0

EXCEPTION_RECORD: 00007ffd51a5a4cc -- (.exr 0x7ffd51a5a4cc)
ExceptionAddress: 0000000000730025
ExceptionCode: 00000000
ExceptionFlags: 00730025
NumberParameters: 0

FAULTING_THREAD: 00007c04

PROCESS_NAME: AfterFX.exe

ERROR_CODE: (NTSTATUS) 0x80000003 - {EXCEPTION} Breakpoint A breakpoint has been reached.

EXCEPTION_CODE_STR: 80000003

CONTEXT: 000000f17affb5c8 -- (.cxr 0xf17affb5c8)
rax=00660064002d0065 rbx=0030003200300038 rcx=0034002d00630031
rdx=002d006400660065 rsi=0065003000350038 rdi=0032002c007d0030
rip=00007ffc5e736e48 rsp=006400370036002d rbp=0061003600340031
r8=00000211aa360000 r9=00007ffc5e31c444 r10=00000211aa395920
r11=0064003000340032 r12=00000211efb6fa00 r13=00007ffc5e321184
r14=00000211efb61e01 r15=0000021180209d01
iopl=0 nv up di pl nz na pe cy
cs=0000 ss=0000 ds=0000 es=0000 fs=0000 gs=0000 efl=00000001
dvacore!std::numpunct<unsigned char>::id+0xbc8:
00007ffc`5e736e48 086e73 or byte ptr [rsi+73h],ch ds:00650030`003500ab=??
Resetting default scope

UNALIGNED_STACK_POINTER: 006400370036002d

STACK_TEXT:
00640037`0036002d 00000000`00000000 : 00000000`00000000 00000000`00000000 00000000`00000000 00000000`00000000 : dvacore!std::numpunct<unsigned char>::id+0xbc8


STACK_COMMAND: .process /r /p 0x7ffc5e322504; .cxr 0xf17affb5c8 ; kb

SYMBOL_NAME: dvacore+bc8

MODULE_NAME: dvacore

IMAGE_NAME: dvacore.dll

FAILURE_BUCKET_ID: BREAKPOINT_80000003_dvacore.dll!Unknown

OS_VERSION: 10.0.22621.1

BUILDLAB_STR: ni_release

OSPLATFORM_TYPE: x64

OSNAME: Windows 10

IMAGE_VERSION: 24.4.1.2

FAILURE_ID_HASH: {6865ba96-6e7c-f66f-7c32-702013ec52de}

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

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