consistant crashing on Mac version of CA4


https://forum.reallusion.com/Topic413516.aspx
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By Smart Ears - Last Year
I turned off the dictation in the system preferences and cta 4 hasn't crashed on my computer yet. I've been working on it for almost an hour. So maybe this is the problem!!! 


By Peter (RL) - Last Year
Please be assured we are urgently investigating the crashing issues affecting some Mac users. Those affected are urged to contact Technical Support (or keep in contact if you already have). The more information that is supplied the quicker a fix can be found.

We do apologise for the inconvenience these issues are causing.
By OldRoz - Last Year
Well, I tried using CTA 3 to complete my work. Can't open the project with it.
By OldRoz - Last Year
Thank you for your help. Not sure why "copy" and "paste" were not enabled, but the keyboard commands worked. I saved it and tried to submit it--but it's an .rtf file. Soooo.... I submitted it as a .pdf. I sure hope that all of this was helpful. I uploaded video of what I was doing. I hope it is all worth it. 

I finally got CTA3 to work, but as such can no longer access the work I did in CTA4. 




By Peter (RL) - Last Year
davidcarducci (6/12/2019)
Hi Peter,
Thanks for the help! 
I reinstalled CrazyTalk Animator 3 and now the installer is working just fine.
Also, I'm very happy to hear that the team is working on a fix for Cartoon Animator 4 on the Mac. 
Like I said, I love the product and I'm anxious to start working with some of the new features like 360 heads!
Dave


Hi Dave

Thanks for the kind words and understanding. Great to hear you have resolved the content downloader issue. Smile
By grokker - Last Year
Here's how to capture a CA4 crash report on OSX and submit it as an attachment with an issue:
- Open the Console application
- From the View menu, select Show Sources
- From the Source column, select User Reports 
- Look for CartoonAnimator4Pro_ or CartoonAnimator4Pipeline_ with a timestamp appended
- Right click on the most recent file, select Reveal in Finder
- Select one (or more) crash reports, copy
- Paste the report(s) to the desktop
- Group-select the pasted reports, right click, select Compress… to create a zip file
- Submit the zip file as an attachment to an issue.

G
By Peter (RL) - Last Year
We have now released version 4.02 of Cartoon Animator. This version should help greatly with the Mac crashing issues being reported.

Please update as soon as possible using the Reallusion Hub and check to see if your stability issues have been resolved.

For more information (and a free new character), see the announcement page HERE.
By OldRoz - Last Year
I can't even tell you how many times it crashed today. I think one of the above posters had the right idea: go back to CTA 3 to finish current projects. Very upsetting given the amount of money I've paid for CTA3, CTA4, and tons upon tons of content. I just bought content yesterday and am kicking myself. Yes, I've reported it to technical support and on the Feedback Tracker. I'm trying to work on something while I have time today, and most of my time has been wasted.

I just gave someone a good recommendation on this software, too. 
By Webtop - Last Year
Same here. I tried uninstalling and reinstalling the program. The problem just continues to get worse. Hoping for a fix soon.
By OldRoz - Last Year
Hi, David, 

I was able to use CTA 3, finally, but I have to redo EVERYTHING. I have characters that I spent hours creating that I will never be able to use.  I hope you can download it again. I still have CTA 3 on my computer and didn't have to try to download it, thank God.

I spent way too much time yesterday making a video of CTA 4 crashing (as requested), uploading it to Dropbox, trying to get that crash report into a format that Reallusion can use, and just plain dealing with this. 

I hope that Reallusion refunds money to Mac users who bought CTA 4 in good faith, and will not be able to use it. I bought the $300 USD package. For me, that is a lot of money. 
By Kirk Lemieux - Last Year
This program crashes all the time.  There is no specific time that it occurs other than when I am making some sort of change. Could be adding an animation or just changing some sprites.  I constantly save my projects because I know it is going to happen soon. Very frustrating. Shortly after posting this it has decided to freeze after adding wav files....  
By OldRoz - Last Year
It really is great software when it is stable! I hope that they are able to fix this soon. I'm going to keep trying to crash it and then send details and a crash report. 

I guess I'm a crash-test dummy. Smile
By Peter (RL) - Last Year
davidcarducci (6/6/2019)
Hi Peter,

I appreciate the help, but the solution brings me back to one of the problems I'm having. 

For some reason, the option to download to CrazyTalk Animator 3 does not appear in the Installer. Only Cartoon Animator 4. 

I'm adding the screenshot. Is there something I am not doing right?

Thanks,

Davehttps://forum.reallusion.com/uploads/images/f47a910d-53d4-4d5b-ace3-c809.png



Hi Dave

Thank you for explaining more about the problem.

If you have CrazyTalk Animator 3 installed but it is not showing up in the Content Downloader, I would advise contacting Technical Support who will be able to check this issue and advise you further. In the meantime, you could also try uninstalling CTA3 and reinstall to see if this resolves the problem.
By michaellegge52 - Last Year
He's not the only one. It does crash about every 5 or ten minutes, and all the work that was done is lost. Very frustrating. Should have an auto save feature, because I can't always remember to save it every few minutes. 
Also, after a while, the face puppet window freezes and won't work.
By hitchio - Last Year
you write some mac user?? i correct to ALL mac user. i myself tried on mac pro 2013, macBook pro 2018 and imac 2015.
this is still a beta-version and you sell it. i ´d recommend to pay back the fee to all mac users for a software, which isn´t working at all.
i can't afford it to let the paid user wait for such a long time for an update.
for me it seemed to be you write your software for windows and convert to mac. that´s mostly the reason how this issues behave.
native software don´t have this problem.
the waiting process for an update is meantime 4 weeks!!!!!!!!!!!!!!!!!!!!!!!!
By Peter (RL) - Last Year
OldRoz (6/6/2019)
Hi, David! Thanks so much for posting about your experience. I submitted a ticket and was requested to do a ton of work, with a video, sending texts of crash reports (which doesn't seem to work with Mac) and uploading other files. This is going to take a while. I have been diligent about filling out crash report comments, but it does no good. 

I also had trouble going back to CTA3 with the work I'd done since updating. Even then, CTA 3 wasn't working right (it would crash when I tried to record my voice). I let it go because 4 was coming out. Even at its best, CTA crashes a lot. I save my work constantly because of it. 

I can't help but feel that they can't fix this for Mac users. If that's the case, Mac users should be refunded for CTA 4. The program is now completely unusable. 

I had recommended CTA 4 to someone on an Adobe forum, but I went back and told the guy what was going on. He is going to buy something else. 

I am heartsick over the work that will be lost because of this. 


We are very sorry for the frustration caused by these stability issues.

Please be assured the team are urgently trying to find the cause of these crashing issues and will release an update to correct the problem as soon as possible. Sadly because not everyone is experiencing these issues it is taking longer than we hoped to pinpoint and isolate the exact cause.
By OldRoz - Last Year
Peter, you are right. I apologize for getting so upset. 

I spoke to a dear friend who works in IT for our State. She told me that it would take a long time to fix if you can't replicate the issue. I decided to quit complaining and help. 

I am purposely using CTA 4 to see if I can get it to crash, so that I can report exactly what I was doing, and am submitting crash reports. I submitted 7 of them today, along with detailed information. I'm always good about putting detailed info in crash reports anyway. 
By chris.dabbs87 - Last Year
I'm having the same issues - it's a very serious concern. The program worked fine initially and then after a few days started crashing regularly to the point where I can barely use it at all. Did you find a fix? 
By kiberdan - Last Year
I have the same problems. And it seems no point to contact the support because the global update is needed. I had no choice but to use CTA 3 again. Animator 4 seems like an early beta now.
And also it works much much slower than CTA 3. 
By Smart Ears - Last Year
I contacted technical support about the crashing and they asked me to make a screen recording of when it happens. Trouble is, I haven't been able to do that because it is so unpredictable. It crashes when I try to remove object animation from a character, it crashes when adding motions, and especially when I'm trying ot work with custom characters. The part that is very very stable is the 360 head creator. It has never crashed when I'm trying to use that, I would say it crashed about 1-2 times every half an hour I'm using the program. I do hope the next update is coming soon where they can fix these issues. I use a MacBook Pro 15" and am using the pipeline version. The other thing is when I quit the application, it won't quit properly - I get a message that says it 'quit unexpectedly' and if I should ignore or reopen. This happens pretty much every time I do File - quit after saving my work . 
By Peter (RL) - Last Year
davidcarducci (6/5/2019) I've tried to download again and use the installer, but CTA3 does not come up as an optional destination in the installer...only CTA4.

Dave


Hi Dave

As long as the content packs are compatible with CrazyTalk Animator 3 then you can install them to that version even if Cartoon Animator 4 is installed. Just click on "I would like to install to a specified version" as shown below and put a check in CrazyTalk Animator 3 instead of Cartoon Animator 4.

https://forum.reallusion.com/uploads/images/6a5880fd-7051-4666-9c6b-c77c.png
By Peter (RL) - Last Year
Hi Kirk

Sorry to hear you are having these issues.

Please, can you contact Technical Support using the link below. They will be able to work with you to try and resolve this problem.

https://www.reallusion.com/CustomerSupport/UserEx/QForm.html
By OldRoz - Last Year
Received an update to my ticket. The problem has been submitted to the development team, which still needs a few more days. It has already been a week.

I doubt that there is a solution at this point, or if there is a solution, it won’t be found for months. I paid $300 USD for software that is apparently useless. The right thing to do is issue refunds. I feel like I’ve been robbed.
By Peter (RL) - Last Year
michaellegge52 (5/27/2019)
He's not the only one. It does crash about every 5 or ten minutes, and all the work that was done is lost. Very frustrating. Should have an auto save feature, because I can't always remember to save it every few minutes. 
Also, after a while, the face puppet window freezes and won't work.


Please do remember to contact Technical Support using the link below if you are having serious crashing issues. Once they have your system information they will be able to help you to try and resolve the problem.
By Peter (RL) - Last Year
UPDATE: 

We now have a temporary hotfix available that we hope will help with some of the crashing issues being reported. If you would like to try the temporary fix before the full update is released, please contact Technical Support using the link below and they can provide you with the hotfix if it is applicable to your particular issue.

https://www.reallusion.com/CustomerSupport/UserEx/QForm.html

Thank you all for your continued patience over this matter.

By OldRoz - Last Year
I'm currently uploading a video of the program crashing to Dropbox, as requested in my ticket. They want a text file of the crash reports, but I can't copy and paste. It won't let me copy. I tried recording it, but it is too difficult to see. Is there a way I can create a text file of the crash reports, or will I have to screen shot all of them? 
By hitchio - Last Year
hi!
I found the problem. Turn off the dictation setting in apple system. It makes no sense to me but it worked.
By Peter (RL) - Last Year
OldRoz (6/11/2019)

I doubt that there is a solution at this point, or if there is a solution, it won’t be found for months.


What makes you think that? 

As I have mentioned many times, the CTA team are working hard to isolate the cause of this problem and get a fix out to those affected as soon as possible. 
By OldRoz - Last Year
Same here. The crashes were at least a bit less frequent for a couple of weeks, but today, the program is virtually unusable. Instead of getting things, done, I'm just getting angry. 

It is extremely disheartening to see how many posts there are, and how there hasn't been a single fix in all this time
By Peter (RL) - Last Year
OldRoz (6/6/2019)
I'm currently uploading a video of the program crashing to Dropbox, as requested in my ticket. They want a text file of the crash reports, but I can't copy and paste. It won't let me copy. I tried recording it, but it is too difficult to see. Is there a way I can create a text file of the crash reports, or will I have to screen shot all of them? 


Please try the following to save your crash report:

1. Select all the text by clicking the mouse in the report area and pressing Cmd+A (Command/Apple key and 'A') to select all the text.
2. Copy this to the clipboard using the keyboard by pressing Cmd+C (Command/Apple key and 'C').
3. Open up ‘TextEdit’.
4. Within TextEdit use the keyboard to press Cmd+V (Command/Apple key and 'V') to paste the information into the program.
5. Now save the file by clicking ‘File > Save’.
By lana_456454 - Last Year
I am only using the TRIAL version on a MacBook Pro and CA4 crashes every single time I load a voice wav in. I thought it was just my newness to the interface but reading the comments here it seems buggy for all. Looks like I'll be holding onto my cash for a bit until it gets fixed. Shame. I thought it was otherwise amazing.
I have plenty of processing power too so it's not that....

By jareddsmith - Last Year
Yes, annoying, but I come from losing work with Adobe software for not saving after a number of edits... so I always hit Command S every few minutes, out of habit. 


By hitchio - Last Year
yes, this is correct. 2 days after the software was released, i bought it for mac.
crashing, freezing all the time. i sent screenrecordings to the technical support.
this was 3 weeks ago - no update for mac user till today - what happens?
it seemed they never had any alpha- or beta- testing.
very frustrating, indeed.!!!
By OldRoz - Last Year
Hi, David! Thanks so much for posting about your experience. I submitted a ticket and was requested to do a ton of work, with a video, sending texts of crash reports (which doesn't seem to work with Mac) and uploading other files. This is going to take a while. I have been diligent about filling out crash report comments, but it does no good. 

I also had trouble going back to CTA3 with the work I'd done since updating. Even then, CTA 3 wasn't working right (it would crash when I tried to record my voice). I let it go because 4 was coming out. Even at its best, CTA crashes a lot. I save my work constantly because of it. 

I can't help but feel that they can't fix this for Mac users. If that's the case, Mac users should be refunded for CTA 4. The program is now completely unusable. 

I had recommended CTA 4 to someone on an Adobe forum, but I went back and told the guy what was going on. He is going to buy something else. 

I am heartsick over the work that will be lost because of this. 
By jareddsmith - Last Year
I'm on a mac, the only time it crashes is if I don't save it upfront, and then save it after any major edits. It does not crash if I keep saving. 
By davidcarducci - Last Year
Hi Peter,
Thanks for the help! 
I reinstalled CrazyTalk Animator 3 and now the installer is working just fine.
Also, I'm very happy to hear that the team is working on a fix for Cartoon Animator 4 on the Mac. 
Like I said, I love the product and I'm anxious to start working with some of the new features like 360 heads!
Dave
By OldRoz - Last Year
At this point, I'd be happy with that. But really, should you have to save with each edit to either avert a crash, or to protect your work because a crash can happen at any time? 
By davidcarducci - Last Year
Hello,

I'm having the same issues with my MacBook Pro. 
(Specs: macOS Mojave on MacBook Pro 15-inch, 2017; Procesor is 2.9 GHz Intel Core i7; Memory is 16 GB 2133 MHz LPDDR3; Graphics is Raedon Pro 540 4GB and Intel HD Graphics 630 1536 MB).
It's frustrating. I'm going back to using CrazyTalk Animator 3 for the time being, but I'm anxious to use the new features on CA4.

I'm very much looking forward to the Mac fix!

Dave
By davidcarducci - Last Year
OldRoz (6/4/2019)
Well, I tried using CTA 3 to complete my work. Can't open the project with it.


OldRoz,
I've been trying to go back to CTA3 as well. 
I'm pretty new to CrazyTalk Animator and now Cartoon Animator. Loved CTA3 after a few months of using it for PR and Marketing in my job, so I updated to CTA4 as soon as it was available.
The problem I'm having in going back to CTA3 is that the various add ons I have purchased since upgrading to CTA 4 are not working on CTA 3. I've followed the instructions, but CTA3 crashes as soon as I try to use an animation or add a character to a new project. I've tried to download again and use the installer, but CTA3 does not come up as an optional destination in the installer...only CTA4.

So, now I'm stuck without the ability to use either CTA4 or CTA3 (at least with any of the newly purchased content).
I hope that all makes sense. If anyone has any suggestions, I would appreciate it! 
Or maybe if someone from Reallusion can offer an update on when CTA4 will have a fix. At least I would be able to give my boss an idea of when I can finish my current project.

I absolutely love the product, and like you OldRoz, I have recommended it to several colleagues in the public relations/marketing community as a great storytelling tool. That's why it's incredibly disappointing to be so stuck at the moment..

Dave
By davidcarducci - Last Year
Hi Peter,

I appreciate the help, but the solution brings me back to one of the problems I'm having. 

For some reason, the option to download to CrazyTalk Animator 3 does not appear in the Installer. Only Cartoon Animator 4. 

I'm adding the screenshot. Is there something I am not doing right?

Thanks,

Davehttps://forum.reallusion.com/uploads/images/f47a910d-53d4-4d5b-ace3-c809.png