Forum Post

gerhardw (Customer) asked a question.

March 22, 2023 at 5:18 AM
Renderer No Longer Works on Windows
I've been using DAMS on my Windows 10 system for well over a year now and never had any issues. I had used it at the beginning of March and then didn't need it again until a few days ago. When I went to open it, all I get is a white screen and the memory used by the renderer fluctuates until it gets up to 25GB, my computer's memory is at 100% (32GB total) and I eventually get the box that says it stopped working.

This was v3.7.3 which I've used since it was released. I tried repairing the install and doing a free install with no difference. Luckily I had saved the installer from v3.5.1. Rolling back made the renderer work again without issue. If I reinstalled v3.7.3 it stopped working again.

Now I just got a trial license for v5 to see if it would work. It's doing the same thing as v3.7.3. I just get a white renderer window and memory.

I haven't changed anything in my system over the past month except my screen. I tried going back to the other screen and that didn't help. I've tried starting the renderer without the ilok and it gives me the missing ilok message so it at least gets that far in the startup. I've tried changing audio hardware and that also didn't help. I don't see what could've caused this and it essentially bricked my Atmos system out of nowhere. I could start trying to update different drivers but I'm worried that could break something else in the system. I don't typically update anything unless absolutely necessary.
  • 27 answers

  • gerhardw (Customer)

    I spent the night updating Windows (which hadn't been done in 2 years) which also updated graphics driver. v3.7.3 and v5 still don't work. I also ran a registry cleaner.

    Considering the only thing that changed in my system was using a new screen, I've tried change the resolution, frame rate, disabling HDR, and disabling the audio drivers for it. Again, that didn't change anything.

    Of course I've tried the usual troubleshooting steps like running as administrator and using the compatibility mode. It makes no sense why it suddenly stopped opening and creates a memory leak when nothing changed and I have no way of getting it to work despite reinstalling it countless times. It seems like it gets struck trying to allocate something or something along those lines.
    Expand Post

  • AdamP (Dolby Labs)

    Hi,

    Sorry you are running into issues. Can you provide any details on your PC? Are you able to zip up and provide the logs from     C:\ProgramData\Dolby\Dolby Atmos Renderer\logs?

    Thanks,
    Adam

    • gerhardw (Customer)

      Hi - I've attached the logs which were there with v3.5.1 installed. After installing v5 again, I don't get any logs. Going back to v3.5.1 there are no logs.

      I'm not sure what details are relevant. I'm now on the latest version of Windows 10. i9-9900K, 32GB, 3x m.2 SSDs, GTX1060, RME Digiface USB (have tried other RME and Motu interfaces). Again, v3.7.3 was working without any problems since it was released up until a project I did at the beginning of this month. This started happening out of nowhere.

  • AdamP (Dolby Labs)

    Thanks. It might be worth starting with updating the GTX display driver in troubleshooting this. I can't say that is the cause but this type of issue can often be display related.

    Best,
    Adam

    • gerhardw (Customer)

      I updated the GTX driver and it made no difference. I also rolled back my C++ redistributable from 14.31.31103 to the version included with the renderer.

      I now managed to get some logs from v5 which I've attached and it seems to be generating a log every time I try to start it up.

  • AdamP (Dolby Labs)

    Ok. Good to know. Interesting. Nothing looks amiss with those new logs. Do you have another computer that you can install the Renderer Remote application on? We want to see if you are able to connect with the Renderer installed on your PC when it is in white screen mode from the Renderer Remote application.

    Thanks,
    Adam

  • AdamP (Dolby Labs)

    Also. Can you open the Renderer Remote application on the same PC? Does it display the same behavior?

    Thanks,
    Adam

    • gerhardw (Customer)

      The remote (from v3.5.1 or v5) and conversion tool open up without any problem.

      With v3.5.1 I can connect with the remote from either the same computer or my laptop. With v5 (stuck on the white screen and memory leak) I can't connect with the remote. Neither my laptop nor on the same computer. I doesn't show any instances to connect to.

      I forgot to mention earlier that the only other thing I could possibly think of that changed on my system was daylight savings (e.g. I know Nuendo rescans everything when the clock changes). I've tried turn off the automatic clock and then changing the time by an hour. iLok gave me an error message about the clock and then did a repair operation to my iloks. After that v5 still wouldn't open (v3.5.1 was fine). I've gone back to the automatic time. iLok application has also been updated.
      Expand Post

  • gerhardw (Customer)

    I've attached a screen recording showing the renderer starting up and the memory usage. Sorry the quality is so low but you can see the memory going up and eventually goes to 99% with the renderer using 28GB. It stays like this until Windows gives the message that it stops working. Sometime it takes a few minutes and sometimes the memory usage goes back down to 16GB or so (the renderer itself) and then back up to 99% until it eventually stops working.

  • gerhardw (Customer)

    Back to v3.5.1 and here it is opening properly. Version 3.7.3 used to open up fine just like this until this problem happened where it's now the same as v5 in the screen recording above.
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