Our game crashes on startup for one of our players

Unity Engine
, , , ,
1

We released our game on Steam few months ago. From thousands of players we have one report of crashing on startup.

We have the crash dump: crash.zip (34.6 KB)

I looked at the dump but I am clueless. It seems to me like the crash is coming from the Unity Runtime.

Could we get some help?

2

I linked the PDB files and got this:

CONTEXT:  (.ecxr)
rax=0000000000000000 rbx=00000287207fff00 rcx=00000287207fff00
rdx=0000000000000000 rsi=00000287207fff00 rdi=0000000000000000
rip=00007ffa3bca47b0 rsp=00000099d61ceb50 rbp=00000285f0015b50
 r8=0000000000000000  r9=00000285a5000030 r10=0000028580000430
r11=00000099d61cec00 r12=0000000000000000 r13=000000000000000b
r14=00000285a52b8690 r15=0000000000000000
iopl=0         nv up ei pl nz na po nc
cs=0033  ss=002b  ds=002b  es=002b  fs=0053  gs=002b             efl=00010206
UnityPlayer!AudioMixer::GetSnapshotIndex+0x30:
00007ffa`3bca47b0 488b07          mov     rax,qword ptr [rdi] ds:00000000`00000000=????????????????
Resetting default scope

EXCEPTION_RECORD:  (.exr -1)
ExceptionAddress: 00007ffa3bca47b0 (UnityPlayer!AudioMixer::GetSnapshotIndex+0x0000000000000030)
   ExceptionCode: c0000005 (Access violation)
  ExceptionFlags: 00000000
NumberParameters: 2
   Parameter[0]: 0000000000000000
   Parameter[1]: 0000000000000000
Attempt to read from address 0000000000000000
3

There is also lots of weird things wrong in the player’s log.

My log after successful start: Player.txt (14.2 KB)
The player’s log: Player.txt (63.4 KB)