Why does Hipchat 4.x crash on loading?

When the version 4 of HipChat came out a few weeks ago, we had an issue that when it launches, and brings up the screen to logon with an existing account or create an account, any option caused the client to crash with an error like: 

Faulting application name: HipChat.exe, version: 4.0.1617.0, time stamp: 0x5672f0f9
Faulting module name: ntdll.dll, version: 6.1.7601.19045, time stamp: 0x56258dbb
Exception code: 0xc0000374
Fault offset: 0x000c3f83
Faulting process id: 0x1540
Faulting application start time: 0x01d139c598751e1e
Faulting application path: C:\Program Files\Atlassian\HipChat4\HipChat.exe
Faulting module path: C:\windows\SYSTEM32\ntdll.dll
Report Id: db38972d-a5b8-11e5-b310-78acc0ae2277

So we skipped installing this version after chatting with Atlassian support and finding no resolution.

This morning 12-18-15, there is another update available, I thought maybe this would fix the crashing issue, but it made no change.

After looking at the HipChat knowledge base I found a KB article: https://confluence.atlassian.com/display/HIPCHATKB/Windows+HipChat+client+crashes+immediately+on+launch

 that mentioned that the 4.x client may crash with outdated graphics drivers for certain AMD Radeon based cards, they mentioned adding a switch:

--disable-gpu

to the target statement in the properties of the HipChat shortcut.

After adding this switch the 4.x client loads.

This is on HP 6000 SFF computers with Windows 7 Pro 32 bit, they use Intel GM45 integrated graphics.

So, I know there is a compatibility issue with the GPU acceleration support in the new version of Hipchat, and disabling it makes the program work as normal.

Hope Support see's this and the Developers figure out a proper solution.

2 answers

I see the same problem on a Windows 10 machine with both Intel and AMD graphics updated to the latest/current version drivers. After --disable-gpu HC loads. I have today's latest version (how do I check??)

How do you check what Martin?

The HipChat version. I found it. It is hidden in ... dang, can't find it any more

 

Issue still persist on my windows 7. I have tried HipChat_4.0.1617, HipChat_4.0.1630, HipChat_4.0.1637 & HipChat-4.28.1.1659

Any help would be appreciated. I am having Interl HD Graphics 4600

Have you applied the --disable-gpu fix mentioned at top of thread??

Yes, I did with all those versions I mentioned and still fails for all of them.

This is what I see in the event logs:

Fault bucket 1234355252, type 25
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: HipChat.exe
P2: 4.29.1662.0
P3: 5841e766
P4: ig75icd32.dll
P5: 10.18.10.3574
P6: 535823fa
P7: c0000005
P8: 001351fb
P9: 
P10:

Attached files:
C:\Users\syelisetty\AppData\Local\Temp\WERDC5A.tmp.WERInternalMetadata.xml

These files may be available here:
C:\Users\syelisetty\AppData\Local\Microsoft\Windows\WER\ReportArchive\AppCrash_HipChat.exe_79fdad3b4177897c1e92532a89da4c225b9d7f89_2e8be0fb

Analysis symbol: 
Rechecking for solution: 0
Report Id: 1a947ca1-e993-11e6-b805-00059a3c7a00
Report Status: 0

 

Faulting application name: HipChat.exe, version: 4.29.1662.0, time stamp: 0x5841e766
Faulting module name: ig75icd32.dll, version: 10.18.10.3574, time stamp: 0x535823fa
Exception code: 0xc0000005
Fault offset: 0x001351fb
Faulting process id: 0x2c78
Faulting application start time: 0x01d27d9fdcc711e3
Faulting application path: C:\Program Files (x86)\Atlassian\HipChat4\HipChat.exe
Faulting module path: C:\Windows\system32\ig75icd32.dll
Report Id: 1a947ca1-e993-11e6-b805-00059a3c7a00

Even I tried "--logtofile" instead of "--disable-gpu" as suggested in below page but I get same exact errors.

https://confluence.atlassian.com/hipchatkb/sending-windows-client-logs-to-support-for-versions-4-0+-788042243.html

Same issue here, with the same graphics card sad I need help ! Because Web application is quite painful (periodical disconnection, no automatic login when windows start up...).

Still issue in HipChat_4.0.1632 for me on our HP Compaq 4000 Pro SFF PCs. 

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