Hi, our game use Unity VideoPlayer to play some videos in the game. Some customers reported that their games crashed.
When we investigated the problem, we found that the player crashed by the VideoPlayer. The problem was found on both Windows 7 and 10. However, we cannot reproduce the problem on our machines at all. So, I asked the customers to send log files to us.
Still, we could not make much sense from the crash so I decided to post it here. I attached player.log, error.log, and crash.dmp from a user here.
I believe the error that caused the VideoPlayer to crash with the error mentioned in the log has been fixed in 2019.3.9f1. The log you provided shows the build is using 2019.3.0f6 so updating could address the crash. So updating the build to use a later version of Unity is likely to improve the situation.
However, the fundamental problem is that the video appears not to be supported by the system. When we saw this problem in the past, it was because a movie with 10-bits content (as opposed to the much more common 8-bits content) was being used, and this is not generally supported by Microsoft’s H.264 video decoder. So the fix was about “surviving” the use of such unsupported videos, but this will still not result in a successful video playback.
The Player.log also shows that the graphics driver for the user’s AMD Radeon™ R5 Graphics is at version
16.101.1201.1007. Looking here:
Currently, I’m using 2019.3.13f1 right now. And, the build that the client used was built with this version as well. So, I’m wondering which part of the game that you mention was from 2019.3.0f6. So that I can go update it.
Regarding the videos, I can try to transform them into the supported format then I will let you know if the problem persists.
Sorry about the version confusion; just looked again at the logs and they are indeed reporting 2019.3.13f1. So this only leaves us with seeing to have the latest drivers installed and also giving it a try with the latest 2019.4, which does have a few more video-related fixes that 2019.3.x doesn’t have.
So if none of these experiments proves fruitful, then I’d encourage you to submit a bug so we can have a closer look.