[2020] Freezes on CCP Intro screen thingy

Hi folks

I’m not part of the launcher team but have been involved in some of the discussions as we (launcher / engine) often investigate these issues together.

While this isn’t going to be the case for everyone, we have noticed a rise in 3rd party software which has started to interfere with both the launcher and the game client, causing them to stop launching.

In a log above, we can see “VK_MIRILLIS_LAYER” which likely relates to ‘Mirillis Action!’. We have seen this software inject and intercept calls that has caused issues with launcher and client launching. We have spoken to a few players who have confirmed removal fixed their issue.

While we will always try to work around this so you can get back into game if we can, we are quite limited in what we can do when external software injects into the launcher and client. There is simply no way we can anticipate what this process will be doing, or how it will interact.

For anyone that is having launcher or client launching issues recently: See if there is any 3rd party software that could be interfering. Typical examples include: Screen recording software, overlays (CPU/Memory stats), voice overlays (who is speaking), and multiboxing software. Try disabling / uninstalling to see if the issue persists.

While I appreciate that most people in this thread have probably already done so, updating your GPU drivers is also important. We see a number of issues from laptop users who run graphics card drivers that are years old. Even if the GPU is integrated into the CPU, it will still have drivers available with important fixes.

Hi

I’m glad to hear that it resolved the issue.

I would suggest looking to see if there is an update to the software first, as we tried to replicate it internally, but could not. It looks like there have been frequest updates, some of which include stability fixes: https://mirillis.com/action-history

We found the fix through examining logs and asking others to give it a try. Given that we can’t replicate it internally, it may be some specific combination of driver version + software version which causes the issue.

The heart of the issue is how the software works (via attachment of a process / injection).
The specific problem is related to when we check for what hardware GPU acceleration is avaliable (The launcher has this as an option, along with the client requiring it), which the software intercepts and causes a problem.
Unfortunately, this interception is out of our hands (much like if anti-virus was causing a false positive). While I’ve personally not used the software, there are a few options that would resolve the issue:

• Find why the software crashes when intercepting the API call and fix it
• Allow the option for a whitelist and whitelist the EVE launcher and game
• Give the option to capture without the injection at all

I know very little of the actual software I’m afraid, so I can’t comment past that point. If you contact them and they require assistance, I would be happy to provide them with the information we have.