Votes
0
Product:
iClone 7
Version:
7.01
Status:
Not a Bug
Issue 3553
iClone 7 - won't start. Crash upon launch.
On brand new Intel NUC NUC7i7BNH Mini PC (Kaby Lake) i7-7567U 500GB M.2 SSD, 2TB Hard Drive 32GB RAM Windows 10 Pro

Onboard-integrated graphics card is this: Intel Iris Plus Graphics 650.

.NET 3.5 is installed.

Restarted. Uninstalled. Re-installed in Administrator mode. The install process says it finished.

CrazyTalk 8 Pipeline works fine.

Character Creator is crashing at startup as well.

From Event Log:

Faulting application name: iClone.exe, version: 7.0.713.1, time stamp: 0x5966e7cb
Faulting module name: igc64.dll, version: 22.20.16.4771, time stamp: 0x59913ceb
Exception code: 0xc0000005
Fault offset: 0x000000000089c35a
Faulting process id: 0x634
Faulting application start time: 0x01d330fb4249ce72
Faulting application path: C:\Program Files\Reallusion\iClone 7\Bin64\iClone.exe
Faulting module path: C:\Windows\System32\DriverStore\FileRepository\ki124278.inf_amd64_e45370788b56f38f\igc64.dll
Report Id: dc8e710f-8751-4980-a6dd-c5689d62e80c
Faulting package full name:
Faulting package-relative application ID:



Fault bucket 120817114838, type 4
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: iClone.exe
P2: 7.0.713.1
P3: 5966e7cb
P4: igc64.dll
P5: 22.20.16.4771
P6: 59913ceb
P7: c0000005
P8: 000000000089c35a
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WEREB4D.tmp.WERInternalMetadata.xml

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_iClone.exe_e56f412c7ce3a6cb5645d2416f9c5a187ee567b_b5473c25_0c4c7b0a

Analysis symbol:
Rechecking for solution: 0
Report Id: dc8e710f-8751-4980-a6dd-c5689d62e80c
Report Status: 0
Hashed bucket: 93bbf93de9eb72d4a8797826d5868e4d



This is a brand new PC. Only apps installed are Unity and Reallusion software.
OS: Windows 10
Attachment:
  • iclone7Crash.png
  •  5
  •  5600
Bug
Submitted bydanwhitets
1
COMMENTS (5)
christian_63
Sorry meant surface book (with performance base)
christian_63
That's all well and good but the surface pro has both a dedicated GPU and the Intel card and the app crashes nonetheless. Is that normal? Or is the external display only using intel which would explain why it crashes?
animagic
What you experience is not a bug. 

Integrated Intel graphics is not supported. You need a discrete NVidia or AMD graphics card for iClone with NVidia preferred. 

Please refer to the recommended system requirements on this page: https://www.reallusion.com/iclone/download.html .

Note: You can just attach the dxdiag.txt as a file to save space. 
danwhitets
More from DXDiag:

---------------
Diagnostics
---------------

Windows Error Reporting:
+++ WER0 +++:
Fault bucket 120817114838, type 4

Event Name: APPCRASH

Response: Not available

Cab Id: 0



Problem signature:

P1: iClone.exe

P2: 7.0.713.1

P3: 5966e7cb

P4: igc64.dll

P5: 22.20.16.4771

P6: 59913ceb

P7: c0000005

P8: 000000000089c35a

P9: 

P10: 




+++ WER1 +++:
Fault bucket 120817114838, type 4

Event Name: APPCRASH

Response: Not available

Cab Id: 0



Problem signature:

P1: iClone.exe

P2: 7.0.713.1

P3: 5966e7cb

P4: igc64.dll

P5: 22.20.16.4771

P6: 59913ceb

P7: c0000005

P8: 000000000089c35a

P9: 

P10: 




+++ WER2 +++:
Fault bucket 120816489157, type 4

Event Name: APPCRASH

Response: Not available

Cab Id: 0



Problem signature:

P1: CharacterCreator.exe

P2: 2.10.614.1

P3: 59410cb4

P4: igc64.dll

P5: 22.20.16.4771

P6: 59913ceb

P7: c0000005

P8: 000000000089c35a

P9: 

P10: 




+++ WER3 +++:
Fault bucket 120816489157, type 4

Event Name: APPCRASH

Response: Not available

Cab Id: 0



Problem signature:

P1: CharacterCreator.exe

P2: 2.10.614.1

P3: 59410cb4

P4: igc64.dll

P5: 22.20.16.4771

P6: 59913ceb

P7: c0000005

P8: 000000000089c35a

P9: 

P10: 




+++ WER4 +++:
Fault bucket 120817114838, type 4

Event Name: APPCRASH

Response: Not available

Cab Id: 0



Problem signature:

P1: iClone.exe

P2: 7.0.713.1

P3: 5966e7cb

P4: igc64.dll

P5: 22.20.16.4771

P6: 59913ceb

P7: c0000005

P8: 000000000089c35a

P9: 

P10: 




+++ WER5 +++:
Fault bucket 127979066019, type 5

Event Name: CbsPackageServicingFailure2

Response: Not available

Cab Id: 0



Problem signature:

P1: 10.0.14393.1561

P2: Microsoft-Windows-Foundation-Package

P3: 10.0.14393.0

P4: amd64

P5: unknown

P6: 80070422

P7: CBS Other

P8: Installed

P9: Installed

P10: Windows Optional Component Manager




+++ WER6 +++:
Fault bucket , type 0

Event Name: CbsPackageServicingFailure2

Response: Not available

Cab Id: 0



Problem signature:

P1: 10.0.14393.1561

P2: Microsoft-Windows-Foundation-Package

P3: 10.0.14393.0

P4: amd64

P5: unknown

P6: 80070422

P7: CBS Other

P8: Installed

P9: Installed

P10: Windows Optional Component Manager




+++ WER7 +++:
Fault bucket , type 0

Event Name: CbsPackageServicingFailure2

Response: Not available

Cab Id: 0



Problem signature:

P1: 10.0.14393.1561

P2: Microsoft-Windows-Foundation-Package

P3: 10.0.14393.0

P4: amd64

P5: unknown

P6: 80070422

P7: CBS Other

P8: Installed

P9: Installed

P10: Windows Optional Component Manager




+++ WER8 +++:
Fault bucket 127979066019, type 5

Event Name: CbsPackageServicingFailure2

Response: Not available

Cab Id: 0


danwhitets
DXDiag:

------------------
System Information
------------------
      Time of this report: 9/18/2017, 21:05:32
             Machine name: DESKTOP-CG6A077
               Machine Id: {10DB04C2-084E-41B1-8912-10073B7FDB0D}
         Operating System: Windows 10 Pro 64-bit (10.0, Build 14393) (14393.rs1_release_inmarket.170906-1810)
                 Language: English (Regional Setting: English)
      System Manufacturer:                                  
             System Model:                                  
                     BIOS: BNKBL357.86A.0042.2017.0303.1854
                Processor: Intel(R) Core(TM) i7-7567U CPU @ 3.50GHz (4 CPUs), ~3.5GHz
                   Memory: 32768MB RAM
      Available OS Memory: 32660MB RAM
                Page File: 5521MB used, 32258MB available
              Windows Dir: C:\Windows
          DirectX Version: DirectX 12
      DX Setup Parameters: Not found
         User DPI Setting: Using System DPI
       System DPI Setting: 96 DPI (100 percent)
          DWM DPI Scaling: Disabled
                 Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
           DxDiag Version: 10.00.14393.0000 64bit Unicode

------------
DxDiag Notes
------------
      Display Tab 1: No problems found.
        Sound Tab 1: No problems found.
          Input Tab: No problems found.

--------------------
DirectX Debug Levels
--------------------
Direct3D:    0/4 (retail)
DirectDraw:  0/4 (retail)
DirectInput: 0/5 (retail)
DirectMusic: 0/5 (retail)
DirectPlay:  0/9 (retail)
DirectSound: 0/5 (retail)
DirectShow:  0/6 (retail)

---------------
Display Devices
---------------
          Card name: Intel(R) Iris(TM) Plus Graphics 650
       Manufacturer: Intel Corporation
          Chip type: Intel(R) Iris(TM) Graphics Family
           DAC type: Internal
        Device Type: Full Device
         Device Key: Enum\PCI\VEN_8086&DEV_5927&SUBSYS_20688086&REV_06
      Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER] 
Device Problem Code: No Problem
Driver Problem Code: Unknown
     Display Memory: 16458 MB
   Dedicated Memory: 128 MB
      Shared Memory: 16330 MB
       Current Mode: 3440 x 1440 (32 bit) (59Hz)
       Monitor Name: Dell U3417W(HDMI2)
      Monitor Model: DELL U3417W
         Monitor Id: DELA0E0
        Native Mode: 3440 x 1440(p) (59.973Hz)
        Output Type: Displayport External
        Driver Name: C:\Windows\System32\DriverStore\FileRepository\ki124278.inf_amd64_e45370788b56f38f\igdumdim64.dll,C:\Windows\System32\DriverStore\FileRepository\ki124278.inf_amd64_e45370788b56f38f\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\ki124278.inf_amd64_e45370788b56f38f\igd10iumd64.dll,C:\Windows\System32\DriverStore\FileRepository\ki124278.inf_amd64_e45370788b56f38f\igd12umd64.dll
Driver File Version: 22.20.0016.4771 (English)
     Driver Version: 22.20.16.4771
        DDI Version: 12
     Feature Levels: 12_1,12_0,11_1,11_0,10_1,10_0,9_3,9_2,
1