Unity's video player makes our game crash on players that run Windows 7

We’re currently using U2019.1.8 and before U2018.4. Many of our Windows 7 players are getting a crash starting the game due to the Unity video player (we use a background video for our main menu) in both Unity versions and we got more crash reports after upgrading to U2019.1.8. Is there a fix planned for this?

https://store.steampowered.com/app/987020/DRONE_The_Game

Our video player settings:
4708535--444833--upload_2019-7-3_7-42-20.png

4708535--444836--upload_2019-7-3_7-42-53.png

Were you by any chance able to obtain crash logs/dumps from any players? This is not a known issue so fixing it will be hard if we cannot reproduce it or observe it in logs/dumps.

Yes Ferran our artist is using Windows 7. On his side it was working before with U2018.4. But with the 2019.1.8 test build it causes a crash, see the 2 log files where he made 2 crashes.

Also he just upgraded from U2018.4 to U2019.1.8 on his side and the video file made Unity Editor crash on importing, he had to remove it to be able to continue to work.

4710917–445193–Player.log.txt (16.1 KB)
4710917–445196–Player-prev.log.txt (16 KB)

Can you attach a dump file that got generated from the crash? The bottom of the log says where it was created:

A crash has been intercepted by the crash handler. For call stack and other details, see the latest crash report generated in:
 * C:/Users/User/AppData/Local/Temp/Five Studios Interactive/D.R.O.N.E. The Game/Crashes

Yep, the rar contains 3 dumps

4712891–445466–Crashes.rar (80.1 KB)

Hi eagle555!

I believe this is a know issue that got indeed introduced into 2019.1: Unity Issue Tracker - [Windows 7] Crash on WindowsVideoMedia::CopyToRGBA when importing video file

It was fixed in the 2019.3 code base and the backport to 2019.2 is done but the one for 2019.1 is still ongoing.

Note that the bug can also be content-specific. So when you have a chance - either when 2019.1 has the fix or right now with 2019.2 - give this a try with your movie files and if the problem persists, please file a bug with one of your media files that causes the issue.

Hope this helps and sorry for the inconvenience,

Dominique

Hi Dominique,

Thanks for your reply. Yes in U2019.1 it started to always crash, but we also had the issue with U2018.3/4 builds that some Windows 7 players got a crash as well. Now that we disabled our main-menu background video it doesn’t happen anymore.

Nathaniel