Crash on launch

Development Platform & Builds
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1

I was using window 8 and I downloaded unreal 4 it worked like a charm and I then started downloading your games and started looking at them but then I turned the launcher off and when I tried to start it again nothing but the launcher has stopped working I tried reinstalling it I even deleted the games I installed but atlas nothing then when windows 10 came out I installed it and when I downloaded unreal I got into the menu I clicked on the unreal tab and it immediately crashed I then double clicked the launcher and it crashed again and again and again I then decided to reinstall the launcher and once again it took me into the menu in which I clicked the unreal tab and I was once again let down with a immediate crash I then double clicked the epic games launcher only for it to crash straight away again and again I tried a reinstall to no avail link text
link text

Hopefully this helps find a solution

2

Hi Callum563,

Thank you for the report. We are currently investigating to see if this error is OS specific.

I see your dxdiag and Debug Logs but in the meantime, make sure that you have tried all of the steps in this section of the troubleshooting guide.

3

Yeah i tried all the suggestions including the antivirus and the -openGL to no success it did it on windows 8.1 so i dont think it is os error it may be but please can you retry my crash report and dxdiag to see if anything else could be the issue thank you its just i really wanted to start using it

4

Hi Callum563,

Unfortunately your log cuts off abruptly before it gets to the crash, additionally could you try running with -debuglogging on the command line please so it can generate a verbose log for us to take a look at, please. More information can be found here

Thanks

Andrew

5


This is the updated version with the -debuglogging thank you please tell me if it is a issue on my side

6

Hi Callum563,

This log is older than the one in your original post, and on line 10 it shows the commandline parameters which the Launcher was ran with, -debuglogging is missing which means we don’t get verbose information, details on how to add this can be found here.
When the Launcher crashes it should also generate a crash .dmp file to the same folder as the log, if you could please upload that along with the log (note: it may get deleted when you dismiss the crash dialog, so make sure not to dismiss it before making a copy), we’ll probably need this incase your log doesn’t contain the crash details again.

Thanks

Andrew

7

Sorry about that i did do the debug logging but sent the wrong log sadly with the changes made the size of the log file is 6,563 KB as you cannot send that much so send it in parts?

8

link text

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You can try zipping it, if it’s smaller than 5 mb it will upload. If not, upload it to something like Google Drive or Dropbox and post a link here for us to download it.

10

link text

11

Callum563, do you have the crash .dmp file too?

Andrew

12

I dont dismiss the crash dialog but it does not appear i made sure show hidden items was check but all that shows up is the log

13

Hmmm, OK. We’ve had reports (1), (2) of lavasoft web companion and it’s dlls causing crashes in the Launcher which switching to the Unreal Engine tab, could you try those answers and let us know how you get on, thanks.

Andrew

14

I had to delete the lavasoft folder manually from windows since i could not find webcompanion in control panel and the after that reinstalled the lancher but again i click the unreal tab and crash

15

I found LavasoftTcpService64.dll in my system32 folder is this safe to delete?

16

I dont have the crash.dmp but i have report.wer will that do? PS i had to get these files from the report archive
but these were when i had the same issue with windows 8 and not windows 10 but the issue is exact

17

Hey Callum563,

Can you check if this work around will work for you? If the launcher needs to update, you’ll have to run this again. This should navigate you away from the community page where you’re experiencing the crash - if you navigate to that tab, you will crash again.

  1. Launch Run (WindowsKey + R)
  2. enter: com.epicgames.launcher://ue/library

Also, could you check and see if one of these dll exist on your PC for me?

  1. C:\Windows\System32\LavasoftTcpService64.dll
  2. C:\Windows\SysWOW64\LavasoftTcpService.dll
18

The work around did not work and came up with the updater but instantly crashed and i found both of the LavasoftTcpService64.dll and LavasoftTcpService.dll you told me to check for one and i have both which i assume something went wrong with the uninstall of web companion so what do i do now delete them?

19

Hey Callum,

Sorry for the delay. Unfortunately, those dlls are what are causing you problems with getting the launcher working. Until you can successfully remove Lavasoft, you’ll continue to have this problem.

Lets see if we can get you going with this work around.

  1. Make sure you have HiddenFiles folder viewing turned on.
  2. Navigate too : C:\Users"YourUserName"\AppData\Local
  3. Delete the UnrealEngineLauncher folder
  4. Relaunch the Epic Games Launcher
  5. You should be on the Epic landing page in the launcher
  6. Launch Run (WindowsKey + R)
  7. enter: com.epicgames.launcher://ue/library

This should bring you to the Library page on the Unreal Page - you should be able to download the engine and get to work.

Make sure to use the steps 6-7 from now on (Don’t use the .exe or a shortcut to launch the Epic Games Launcher).

20

No worries for the delay i understand there are plenty of people having issues i have removed all lavasoft items from my computer all i had was webcompanion but the LavasoftTcpService64.dll and LavasoftTcpService.dll stayed is it as simple as just deleting them or is that dangerous to the os im really not sure also the launcher works now with the work around thank you for sticking to this fourm post but just wondering if deleting tcpservice will help launch the launcher normally? or not and if so how so i keep getting a issue from das host with LavasoftTcpService64.dll but the LavasoftTcpService.dll easily got deleted