Windows app crashes before it can even start

A

alopiano89

New member
Hello, I have been having this incredibly frsutrating issue all morning. After easily and successfully installing the app on my first pc I have been unable to run the app on my second pc. I install it and once it finishes it goes to run the app. It begins to initialize but then crashes before it finishes loading. I have tried restarting, uninstalling and reinstalling, clearing all my temp and app data files, updating drivers, and everything else that I can think but nothing works. Really want to use this app, but I am beginning to think it just won't work on my system. Any help would be hugely appreciated!
 
mirillis

mirillis

Administrator
Staff member
Hi alopiano,

It must be a machine specific error.

Can you please check this folder:
C:\Users\<you user account name>\AppData\Local\Mirillis

And check if you can find these files there:
1. remotly_exe_log.txt
2. remotly_log.txt

If you see them please paste their content here (there is no personal or security data in these files). This will allow us to localize where the problem is.
 
A

alopiano89

New member
Thanks for replying! Here is the contents of remotly_exe_log.txt:
[RemotlyExeLog]
[CP] >> APP_INIT
[CP] >> GUI_INIT
[CP] >> GUI_CREATE_CEF_SESSION
[CP] << GUI_CREATE_CEF_SESSION
[CP] >> GUI_CREATE_BROWSER [main]
[CP] >> BROWSER_INIT
[CP] >> BROWSER_CREATE_CEF_CONTEXT
[CP] << BROWSER_CREATE_CEF_CONTEXT
[CP] << BROWSER_INIT
[CP] >> BROWSER_OPEN
[CP] << BROWSER_OPEN
[CP] << GUI_CREATE_BROWSER [main]
[CP] << GUI_INIT
[CP] << APP_INIT
[CP] JS_NATIVE_INTERFACE_CREATED
[CP] >> GUI_CREATE_BROWSER [application]
[CP] >> BROWSER_INIT
[CP] >> BROWSER_INIT_WINDOW
[CP] << BROWSER_INIT_WINDOW
[CP] >> BROWSER_INIT_RENDERER
[CP] << BROWSER_INIT_RENDERER
[CP] >> BROWSER_INIT_THREAD
[CP] << BROWSER_INIT_THREAD
[CP] >> BROWSER_CREATE_CEF_CONTEXT
[CP] << BROWSER_CREATE_CEF_CONTEXT
[CP] << BROWSER_INIT
[CP] >> BROWSER_OPEN
[CP] << BROWSER_OPEN
[CP] << GUI_CREATE_BROWSER [application]
[CP] GUI_BROWSER_CEF_READY [main]
[CP] >> JS_INIT_CONTROLS
[CP] << JS_INIT_CONTROLS
[CP] >> JS_INIT_GLOBAL_LISTENERS
[CP] << JS_INIT_GLOBAL_LISTENERS
[CP] >> JS_INIT_MANAGERS
[CP] << JS_INIT_MANAGERS
[CP] >> JS_INIT_NATIVE
[CP] JS_NATIVE_INTERFACE_CREATED
[CP] APP_WINDOW_INITIAL_STATE_REQUESTED
[CP] APP_GET_PROCESS_NAME
[CP] APP_GET_MODULE_VERSION
[CP] >> APP_CORE_INIT_REQUESTED
[CP] << APP_CORE_INIT_REQUESTED
[CP] << JS_INIT_NATIVE
[CP] >> JS_INIT_BROWSER
[CP] >> BROWSER_SYSTEM_SCALE_INVALIDATING
[CP] << BROWSER_SYSTEM_SCALE_INVALIDATING
[CP] << JS_INIT_BROWSER
[CP] JS_INITIAL_WINDOW_STATE_RECEIVED
[CP] GUI_BROWSER_CEF_READY [application]
[CP] JS_SETTING_BROWSER_VISIBILITY [default]

And here is the contents of motly_log.txt:
[MonfloLog]
CP01=APP_CP_COUNT_PROCESS_DONE
CP02=APP_CP_DEBUG_ALLOC_CONSOLE_DONE
CP03=APP_CP_CHECK_LIBS_VER_DONE
CP04=APP_CP_IMPORT_CONFIG_DONE
CP05=APP_CP_ENUM_CPU_FEATURES_DONE
CP06=APP_CP_NEW_ACTION_WINDOW_DONE
CP07=APP_CP_INIT_WINDOW_DONE
CP08=APP_CP_INIT2_WINDOW_DONE
CP09=APP_CP_CREATE_WINDOWS_DONE
CP10=APP_CP_MAIN_THREAD_STARTED_DONE
CP11=APP_CP_CL_DONE
CP13=APP_CP_VIDEO_INITIALIZE_DONE
CP14=APP_CP_DISPLAY_INITIALIZE_DONE
CP15=APP_CP_DISPLAY_SET_PARAMS_DONE
CP16=APP_CP_VIDEO_INITIALIZE_GPU_DONE
 
A

alopiano89

New member
It doesn't open in the system tray and isn't shown as running the task manager, but some of the helpers are shown as still running
 
mirillis

mirillis

Administrator
Staff member
Thank you for the logs. Can you let us know what GPU is installed and what is the GPU driver date on the problematic PC? And also Windows version. The crash happens during initialization of hardware accelerations.
 
mirillis

mirillis

Administrator
Staff member
Bingo. We are currently working on problems with RTX 5000 family. We hope it will be easy to fix as there was never any problem with GTX or RTX until now :/
 
mirillis

mirillis

Administrator
Staff member
Problem found. It seems Nvidia has broken Nvidia CUDA (either for RTX 5080 or for 4000 and 5000 in latest drivers, we are not sure where).
We have removed Nvidia CUDA usage and now everything works like a charm.

Fix will be uploaded tomorrow in v1.31.0 for Remotly and v4.44.1 for our Action! recording and streaming software.
 
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