3DXChange Crashes/Closes When Trying To Use Modify Panel When Heidi Is Loaded

Votes
0

Product:
3DXchange 6

Version:
6.42

Status:
Not Reproducible

Issue 442

3DXChange Crashes/Closes When Trying To Use Modify Panel When Heidi Is Loaded

Regardless if I open Heidi directly in 3DXChange 6 Pro or push her from iClone, when I try to click on the Modify Panel to do some operations, 3DXChange closes. Another user reports the same problem but he is getting an error message which seems to have blank content.

Sometimes it will let me open and close a few Modify Panels and sometimes not. But in each case, when I try to perform any actions it closes/crashes.

I have seen a similar problem with other content (besides Heidi) and that typically closed 3DXChange when I was in the Open dialog and started to type a file name instead of selecting it.

I am sure that in the past I did not have this problem. I would guess that I started to see it with version 6.42 or possibly one version before that.

If there are any logs that I can collect to try to narrow down the problem, please let me know.

I have some Morphs content in the Marketplace for G6 characters which my customers are unable to use due to this issue.

I am running on Windows 10 Home Edition Inside Preview (Fast Track). Currently at Build 14342.rs1_release.160506-1708 but I had the same problem in previous builds. At first I assumed that this was related to the Windows 10 build (and not 3DXChange) but I am not having any problems with any other software and another user (my customer) has identified the same issue. As a result I don't believe it is related to the Windows build.

OS: Windows 10

4
3300

Bug

Submitted byLord Ashes 2016/05/20 21:31:58

COMMENTS (4)

Lord Ashes 2016/05/25 21:13:57

Cleaning the registry seemed to have done the trick...I have not done extensive tests but I was able to open the "Add" dialog without issues. Thanks.

Feedback Tracker Admin 2016/05/25 03:57:18

Hi Lord Ashes, 
We’ve tried to reproduce it on Windows 10 & i7 Processors, but the result was positive. So we recommend you to clean the Registry manually .

Here’s the steps to clean the Registry:
1. Press “Win”+ “R” on keyboard, input “regedit” to Open, then click “OK”
2. On Registry Editor, navigate to HKEY_CURRENT_USER > SOFTWARE > Reallusion > iClone 3DXchange, right-click and select “Delete”
3. Restart 3DXChange, and repeat the steps 

If the issue is still reproducible, it would be help if you could provide your PC’s system information to us.
 1. Please go visit: 
http://cdn2.reallusion.com/Feedback-tracker/RLSystemInfoCollector-Windows.zip
2. A file named "RLSystemInfoCollector-Windows.zip" will be downloaded automatically    
3. Find and extract this zip file, then click "RLSystemInfoCollector.exe" to execute
4. Click "OK" when displaying dialog "Please click OK to start collecting system information."
5. After the process is done, click "OK" on dialog "Finish collecting system information."
6. Find "RL_FBT_UserSystemInfo_Windows.zip" and send it to feedbacktrackeradmin@reallusion.com

Lord Ashes 2016/05/24 21:47:24

STEPS TO REPRODUCE:

1. Version 6.42 of 3DXChange
2. Open G6 Heidi character in 3DXChange
3. Minimize all Modify panels except for Face Setup

Note: Typically I cannot complete step 3 before 3DXChange closes.

4. Click "Add"

Note: Again, this is what I was trying to do but was never able to complete it with version 6.4.2


ACTUAL RESULTS:

Before step 3 can be completed, 3DXChange closes. Sometimes I am able to minimize some of the Modify panels before it closes, sometimes not.


EXPECTED RESULTS:

3DXChange does not close and, instead, allows the selection operations (i.e. minimizing of panels and opening of the Add dialog).


COMMENTS:

I am guessing, since only one other person that I know of has mentioned this problem, that the issue may be some incompatibility with the OS? Or some device? Both myself and the other person who had the issue are running Windows 10. Both of us have i7 processors. Related? I don't know.

Feedback Tracker Admin 2016/05/23 02:06:10

Hi Lord Ashes， 

In order for us to fix the issue, we need to be able to reproduce it. For this we need a precise description of what you did so that we can clearly follow your actions and recreate the same situation. 

Here is an example to help you get started:

STEPS TO REPRODUCE
1. Click the product’s icon on the Desktop or Start Menu
2. Wait for it to launch
3. Navigate to Content Manage > Project
4. Select a random project and click on “Apply”
5. See whether that project can successfully be applied

ACTUAL RESULTS
The project can’t be applied

EXPECTED RESULTS
The project can be applied

Thank you very much for your understanding.