Twinmotion crashes with fatal error when trying to open a file.

Chlups · April 29, 2024, 2:39pm

It's my first time using twinmotion. Everything was working fine, i had exported a couple of photos, a video, and a panorama set. After i fixed a few geometry, i tried to export a new panorama set but it was taking much more time than the first set, so I saved, closed and restarted my pc. But now twinmotion crashes everytime I try to open the file, and the pc suddenly restarts with no warning.

I tried to use the open tool and got this error:

LoginId:fec5b2704388ab5ddcce3ab390549287

EpicAccountId:474151a9a0264522b64e5251008f11ca

Fatal error: [File:Unknown] [Line: 684] hr failed at D:/tm/workspace/Release-2022.1/Engine/Source/Runtime/D3D12RHI/Private/D3D12Resources.cpp:451 with error DXGI_ERROR_DEVICE_REMOVED with Reason: DXGI_ERROR_DEVICE_RESET

Twinmotion_Win64_Shipping

kernel32

ntdll

Any help would be appreciated,

Thanks.

MisterSmile84 · April 30, 2024, 12:18am

Hello ,

Thank you for contacting us and sorry to hear about the crashing, please try to add a TdrDelay and see if that helps resolve your issue. The instructions are in the following article: https://twinmotionhelp.epicgames.com/s/article/Video-Card-GPU-Crash-during-export-using-Path-Tracer-Long-computation-times-TDR

If you are still having crashes please contact us directly by following this link:

https://twinmotionhelp.epicgames.com/s/case-community-page

Kind regards,

Vincent B.

Chlups · April 30, 2024, 12:18am

Hello

Thank you for your reply.

I noticed that the error mentioned in the article you shared is one step different than mine:

in the end my error says "with Reason: DXGI_ERROR_DEVICE_RESET" while in the article it's "with Reason: DXGI_ERROR_DEVICE_HUNG"

They mention that this workaround might cause serious consequences on the system, so I don't want to risk it because of this little difference.

Is it the same workaround for both errors? Is it safe to try?

MisterSmile84 · April 30, 2024, 12:59am

Hello ,

Thank you for the follow-up reply, and the steps in the article are safe to follow as many users have resolved this crash by following those steps. The error you are getting is the same as the one in the article, thus it should help address it.

The note in the article mentions that editing the registry the wrong way can have serious impact but that is a general statement. As long as you do not modify anything else other than what the directions provide there won't be any issues. If you have any questions in the article or steps let me know so I can best guide you to add the TdrDelay.

Kind regards,

Vincent B.

Chlups · April 30, 2024, 12:59am

Alright I followed the instructions in the article, but no luck in opening the file. I guess the file itself is corrupted because it doesn't even open on another computer, and other files open and work normally.

I needed this file for a submission last weekend and had no backup, but at this point it's useless.