Votes
2
Product:
Character Creator 3
Version:
3.22
Status:
Assigned
Issue 6820
Whole program crashes when trying to import a photo
I open the program. everything loads as expected.

I then click "Headshot" this loads as expected.

I then click on the icon to load a photo, so far so good.

I find a photo (I've tried JPEG and PNG so far) and click on it to load.

At this point the program freezes and after around 5 seconds closes.

Nothing I try seems to get this working, if I can't get this feature working I'll have to get a full refund which will be a shame.
OS: Windows 10
Attachment:
  •  5
  •  990
Submitted bytoluabisola
1
COMMENTS (5)
babasims
The version I was sent is slightly more stable, the pro mode of the plugin was working better than the auto but it wasn't allowing me to save the project so I adjusted the image I was using for the plugin and it worked fine on both modes. I had a few problems saving at first but now it seems to be saving the project and the avatar fine with some off chance of crashing during the saving process.

The most stable version I had used was the one I was using back in May which never crashed no matter what image I used for the headshot plugin.

As long as I save after each change or adjustment the program is less likely to crash.

I think the issue has something to do with the area where the image/thumbnail is placed when the headshot plugin is used. I noticed it only allows me to save the project/avatar when the image is showing in the photo area after the generate process but when it generates the avatar and the image isn't placed or showing in that box then I cannot save anything because it will create a '0 byte' project file when I try to do so.
Attachment:
  • area of issue.PNG
Feedback Tracker Admin
Hi Babasims,

Cloud you please check the issue again for us, and feedback on the requested information?
Thanks!

Irving
Reallusion
Feedback Tracker Admin
Hi Babasims,

To narrow down the issue of saving project become 0 byte, could you provide the following information for us:
1. Does the issue happen if you generate character with the “Current” body type?
2. When the 0 byte issue happened, click “Clean Headshot Data” in the plugin menu, then save the project again and see if it works.
3. If there is any specific image that can 100% reproduce this issue. please provide us with the image. 
If you can provide the crash dump or video of your steps to reproduce, it will be really helpful. Thanks!

Irving
Reallusion 
Attachment:
  • Clean Headshot Data.jpg
babasims
It still has a lot of issues, when I try using the pro mode the result is always a fully white generated model and also results in a random crash when I switch it back to auto from there. When I use the auto mode it creates the model as it should when the plugin was working great but I cannot save what I create. It saves the project as a '0 byte' corrupted file and when I try to save the avatar it juse doesn't save at all.
Attachment:
  • headshot pro issue.PNG
Feedback Tracker Admin
Private Comment
babasims
Thank you, I will try it out and give feedback
Feedback Tracker Admin
Hi All,

Thank you for reporting this issue.
We have built a hotfix to fix the issues that we found by checking Babasims's dmp file.
Could you help us to try the hotfix and see if it solve the problem?

How to apply the hotfix:
1. Make sure you have Character Creator v3.3 and Headshot v1.1 installed.
2. Download the hotfix from: http://ftp.reallusion.com.tw/reallusionsupport/Headshot_hotfix_0807.zip 
3. Extract Headshot_hotfix_0807.zip to a local drive.
4. Open the extracted folder, double click Headshot_hotfix_0807.bat to apply the hotfix.
5. Run Character Creator 3 and see if the problem solved.

Please let me know how it works. Thanks!

Irving
Reallusion
babasims
Exact same thing is happening to me, it was perfectly fine a month ago but now it's always crashing when I generate a headshot pic.
Feedback Tracker Admin
Hi Babasims,

Does this issue still persist? Could you try the hotfix for us?
Your help will be highly appreciated. Thanks!

Irving
Reallusion
babasims
I have sent a reply on support with a link to the crash dump file so it can be downloaded.
Feedback Tracker Admin
Hi Babasims,

Could you try to update Headshot to v1.1 and see if it helps?

If the crash still happen, please provide us your system info and crash dump
How to get your system information:
https://www.reallusion.com/FeedBackTracker/Home/HowToGet

Procedure to get CC3/Headshot crash dump:
1. Open the link below:
http:\\ftp.reallusion.com.tw\reallusionsupport\IC7_CrashDump.zip
2. Save the file "iClone_WER_Setup_mini.reg" to your computer, and double click it to enable log recording. 
3. Run CharacterCreator. 
4. Do the operation that can crashes Headshot.. 
5. Once the program crashes, locate the DMP file under: 
%USERPROFILE%\AppData\Roaming\iClone\CrashDump\ 
6. Send the DMP file back to us. 

Note: If you want to disable log recording, just run the "iClone_WER_OFF.reg" the same as in step 2.

You can attach the system information and crash dump in your next private comment.
Thanks!

Irving
Reallusion
1