I'm on a PC laptop, and my game is consistently crashing during the same spot in the cutscene on the beginner planet when they discover the Jedi fighter crashed into the ship, it always does the same thing, Cal goes to wipe the dirt off of the wing, there's a break in the audio, the screen goes black, shows my desktop but audio continues for 3-4 minutes, during that time I am unable to do anything, then it closes out completely.Restarting the game without a computer restart has me at 10-15fps and terrible input lag.I have tried the following:Reinstalling my audio and video driversrolling back said video and audio drivers to different pointschecking for windows updateslowering my graphic settings and trying different combinationsturning off my antivirus/malware protection during playturning off all but windows essential processesmultiple computer restartsfullscreen and windowed mode along with borderless.repairing the game through originverifying the local files through steamcreated a new gametried using a mouse and a controllerResults are always the same, I crashed within the same few seconds during the same cutscene. Any advice is welcome.Edited: attached a txt of the dxdiag.

@FeralGoblin4ever Similar issue with me, it's always during the same part, don't want to spoil you so I'll just say...the hallway scene after walking through the train near the beginning.It's always at the same moment in the scene, causes a complete crash to desktop, event viewer/reliability monitor aren't giving me anything; and I've done all of the same troubleshooting steps as you, give or take.I looked through some of your info in your dxdiag report, we don't even have similar machines generation-wise; although they're both high-specced and users with higher-end PCs seem to be having the most issues as far as crashing goes.Here's the last block of warnings I get in my IGO_Log in ProgramData before it forcefully restarts my PC. I would add my dxdiag as well but I don't believe I can attach files in a reply to a thread.INFO 08:45:15 AM (0) 12192 mhook.cpp: 192 mhooks: BlockAlloc: Allocated block at 00000000222B0000 as 282 trampolinesINFO 08:45:15 AM (0) 12192 DXGIHook.cpp: 868 DXGIHook::Setup(force long wait: 0)INFO 08:45:15 AM 🏀 12192 DXGIHook.cpp: 868 DXGIHook::Setup(force long wait: 0)WARN 08:45:15 AM (17) 3120 IGOApplication.cpp: 224 IGOApplication created 5INFO 08:45:15 AM (0) 12236 InputHook.cpp: 3050 InputHook::TryHookWARN 08:45:15 AM (0) 12236 InputHook.cpp: 3095 input hooks: no DirectInput found.INFO 08:45:15 AM (0) 12236 InputHook.cpp: 3110 input hooks: w 1 x 1 d 0INFO 08:45:15 AM (15) 3120 IGOApplication.cpp: 715 IGOApplication mWindowed = 1INFO 08:45:15 AM (0) 3120 IGOApplication.cpp: 716 IGOApplication window screens size (new) = 1920x1080INFO 08:45:15 AM (0) 3120 IGOApplication.cpp: 717 IGOApplication window screens size (set) = 0x0INFO 08:45:15 AM (0) 3120 IGOApplication.cpp: 721 IGOApplication window screens scaling = 1000000 1000000INFO 08:45:15 AM (0) 3120 IGOApplication.cpp: 661 IGOApplication screens size not used (new 1920x1080 old 0x0, ready = 0)

Hey @FeralGoblin4ever I'm seeing some windows/kernel event that could indicate some files are damaged or corrupted.Can you try to clean boot and see if that changes anything?If that has no effect and you keep crashing can you please try the following:Press your Windows key, type CMD.Then right-click the command prompt icon and run as administrator.Now type here: DISM /Online /Cleanup-image /RestorehealthThis can could take a couple of minutes to start and maybe around 30 minutes to complete.When that is done, try to run the sfc /scannow.When you see Verification 100% complete, type exit and reboot.To make sure it isn't because of any overlay software.Can you please turn off any GPU tweaking software (MSI afterburner) and overlay software (Origin, discord).Let me know if this changes anything.

Hi, I found problem and solution for crash during cutscenes if the game is running on Origin platform.Problem: overclock on graphic card, even made by producent.Solution: lowering GPU speed, to stock or almost stock valuesI have Asus RX 480 8GB OC Gaming graphic card (https://www.asus.com/pl/Graphics-Cards/ROG-STRIX-RX480-8G-GAMING/) so I hade to lower GPU speed to 1283MHz

@FeralGoblin4everHere we go with re-install #5...I think. Seems like I make it a little further each re-install lol...I'll let you know if I find anything.Any word on how popular an issue this may be @Straatford87 / @EA_Blueberry / @EA_Atic ?It's tough to troubleshoot any further especially since after the crashes nothing shows up in event viewer or Win10 crash dumps. The logs in %programdata%\Origin\Logs only give so much information to a user like OP and I who may be tech-savvy but its like trying to find a needle in a haystack.

Welp, it's working as of now, I got past that cutscene after re-installing. I didn't just do that, but I'm too scared to exit the game while it's working to test lol. Other than re-installing I also:Changed my monitor to run at 1080p under the TV category in Nvidia control panel rather than my usual 240hz. I also re-installed Origin again and created a new game save file upon starting the game up. I saw a post on reddit, so this part may not be necessary, but I'm downclocking my GPU using EVGA PrecisionX to target a GPU temp of 78 rather than max power. I don't OC my card normally, but if it helps you for reference; my GPU clock is @ 1570MHz, so you can always just tweak the base clock if you don't normally have GPU issues like me and this old used up 1080ti.Hope this helps, I'm sure we'll get a patch sooner than later but at least this should be able to get you going.

Game consistently crashing during same cutscene, cannot progress

11 Replies

friedtofuu
6 years ago
@FeralGoblin4ever Similar issue with me, it's always during the same part, don't want to spoil you so I'll just say...the hallway scene after walking through the train near the beginning.

It's always at the same moment in the scene, causes a complete crash to desktop, event viewer/reliability monitor aren't giving me anything; and I've done all of the same troubleshooting steps as you, give or take.

I looked through some of your info in your dxdiag report, we don't even have similar machines generation-wise; although they're both high-specced and users with higher-end PCs seem to be having the most issues as far as crashing goes.

Here's the last block of warnings I get in my IGO_Log in ProgramData before it forcefully restarts my PC. I would add my dxdiag as well but I don't believe I can attach files in a reply to a thread.

INFO 08:45:15 AM (0) 12192 mhook.cpp: 192 mhooks: BlockAlloc: Allocated block at 00000000222B0000 as 282 trampolines
INFO 08:45:15 AM (0) 12192 DXGIHook.cpp: 868 DXGIHook::Setup(force long wait: 0)
INFO 08:45:15 AM 🏀 12192 DXGIHook.cpp: 868 DXGIHook::Setup(force long wait: 0)
WARN 08:45:15 AM (17) 3120 IGOApplication.cpp: 224 IGOApplication created 5
INFO 08:45:15 AM (0) 12236 InputHook.cpp: 3050 InputHook::TryHook
WARN 08:45:15 AM (0) 12236 InputHook.cpp: 3095 input hooks: no DirectInput found.
INFO 08:45:15 AM (0) 12236 InputHook.cpp: 3110 input hooks: w 1 x 1 d 0

INFO 08:45:15 AM (15) 3120 IGOApplication.cpp: 715 IGOApplication mWindowed = 1
INFO 08:45:15 AM (0) 3120 IGOApplication.cpp: 716 IGOApplication window screens size (new) = 1920x1080
INFO 08:45:15 AM (0) 3120 IGOApplication.cpp: 717 IGOApplication window screens size (set) = 0x0
INFO 08:45:15 AM (0) 3120 IGOApplication.cpp: 721 IGOApplication window screens scaling = 1000000 1000000
INFO 08:45:15 AM (0) 3120 IGOApplication.cpp: 661 IGOApplication screens size not used (new 1920x1080 old 0x0, ready = 0)
friedtofuu
6 years ago
@FeralGoblin4everHere we go with re-install #5...I think. Seems like I make it a little further each re-install lol...I'll let you know if I find anything.
Any word on how popular an issue this may be @Straatford87 / @EA_Blueberry / @EA_Atic ?
It's tough to troubleshoot any further especially since after the crashes nothing shows up in event viewer or Win10 crash dumps. The logs in %programdata%\Origin\Logs only give so much information to a user like OP and I who may be tech-savvy but its like trying to find a needle in a haystack.
friedtofuu
6 years ago
Welp, it's working as of now, I got past that cutscene after re-installing. I didn't just do that, but I'm too scared to exit the game while it's working to test lol. Other than re-installing I also:
Changed my monitor to run at 1080p under the TV category in Nvidia control panel rather than my usual 240hz. I also re-installed Origin again and created a new game save file upon starting the game up. I saw a post on reddit, so this part may not be necessary, but I'm downclocking my GPU using EVGA PrecisionX to target a GPU temp of 78 rather than max power. I don't OC my card normally, but if it helps you for reference; my GPU clock is @ 1570MHz, so you can always just tweak the base clock if you don't normally have GPU issues like me and this old used up 1080ti.
Hope this helps, I'm sure we'll get a patch sooner than later but at least this should be able to get you going.
Somefail
6 years ago
After several more attempts to get the game to work, and about 4 more installs, out of desperation, I I started re-enabling and then disabling options. After re-enabling and then disabling the Origin In Game for the 3rd time, and I can now get past the cutscene and move onto the next planet.
I'm guessing for some people like myself, disabling problematic features isn't always working as intended and must be reapplied until it works.
Thank you Friedtofuu for adding your input to this thread and hopefully our info helps anyone else with these problems.
Grogin1965
6 years ago
I am having a similar issue, brand new computer today with a i7-9700K CPU with 32 GBs of RAM and the a GeForce RTX 2080 TI graphic card and the game hard crashes and reboots during the cut scene of the second planet. Same place everytime.
markdwoods3
6 years ago
Same for me. Leaving the second planet I go to take off and the game crashes to desktop on 4 occasions now.
Currently repairing files in hope because I'm enjoying the game so far.
Zeelmaekers
Hero+
6 years ago
Hey @FeralGoblin4ever

I'm seeing some windows/kernel event that could indicate some files are damaged or corrupted.

Can you try to clean boot and see if that changes anything?
If that has no effect and you keep crashing can you please try the following:
Press your Windows key, type CMD.
Then right-click the command prompt icon and run as administrator.
Now type here: DISM /Online /Cleanup-image /Restorehealth
This can could take a couple of minutes to start and maybe around 30 minutes to complete.
When that is done, try to run the sfc /scannow.
When you see Verification 100% complete, type exit and reboot.
To make sure it isn't because of any overlay software.
Can you please turn off any GPU tweaking software (MSI afterburner) and overlay software (Origin, discord).
Let me know if this changes anything.
Assamir
6 years ago
I have the same problem and nothingh helps, I have tried all suggestions that I could find.
Assamir
6 years ago
Hi, I found problem and solution for crash during cutscenes if the game is running on Origin platform.
Problem: overclock on graphic card, even made by producent.
Solution: lowering GPU speed, to stock or almost stock values
I have Asus RX 480 8GB OC Gaming graphic card (https://www.asus.com/pl/Graphics-Cards/ROG-STRIX-RX480-8G-GAMING/) so I hade to lower GPU speed to 1283MHz
sheepy85
6 years ago
Hi,
I can confirm your solution !
RX 480 msi gaming x
-10% Power Limit
-10% Max Frequency (Clock speed)
No crash during cutscenes