Packaged application freezes on launch

Integrations Unreal Engine Plugin
1

What do you need help with?

Bug report

Installation method

Manual installation / GitHub

Issue area

Build / Packaging

Impact

Blocker - I cannot continue

Unreal Engine version

5.8.1

Convai Unreal Engine Plugin version

4.0.0-beta.25.1

Project setup

Blueprint

Target platform

Windows build

Where does it happen?

Only after packaging

Short summary

Packaged application freezes on launch

What happened?

When the packaged Unreal Engine application is launched, it freezes almost immediately while the Convai connection status is displayed. The application becomes unresponsive before reaching the main level. This happens on every launch.

Screenshots, recording, logs, or minimal repro

TradeshowAvatar2-backup-2026.08.05-07.26.12.log (195 KB)TradeshowAvatar2-backup-2026.08.05-07.54.03.log (618 KB)

I checked the relevant documentation, resources, and similar forum posts before posting.

on

I confirm that I did not include API keys, tokens, passwords, secrets, private character data, private conversation logs, or customer data.

on

2

Hi,

Thank you for sharing the log files.

Based on the logs provided, we do not see the application freezing during startup. In both recorded sessions, the application launched successfully, loaded the main level, and continued running until it was manually closed.

This suggests that the provided logs may not be from the specific session in which the freeze occurred.

To help us investigate further, please reproduce the issue and collect the log from the same session by following these steps:

  1. Launch the packaged application normally.

  2. Wait until the application appears to freeze.

  3. Leave it open for at least one minute to check whether it eventually continues loading.

  4. While it is frozen, open Task Manager by pressing Ctrl + Shift + Esc.

  5. In the Processes tab, locate the application and check:

    • Whether it says Not responding

    • Its CPU usage

    • Its memory usage

    • Its GPU usage

  6. Take a screenshot of Task Manager while the issue is occurring.

  7. Close the application.

  8. Open the folder containing the packaged application.

  9. Open the following folders:

TradeshowAvatar2
Saved
Logs

  1. Locate the newest .log file. It should have a timestamp matching the time when the freeze occurred.

  2. Upload that log file together with the Task Manager screenshot.

A short screen recording would also be very helpful. Please begin recording before launching the application and continue until the freeze is visible.

Please also let us know:

  • Does the application remain frozen indefinitely, or does it eventually open?

  • Is the window completely black, or is a loading screen visible?

  • Does Windows show “Not responding”?

  • Does the issue occur every time or only occasionally?

  • Does the same packaged build work on another computer?

The current logs appear to be from successful sessions, so a log captured immediately after reproducing the actual freeze will help us determine where the application stops progressing.

3

Thank you for reviewing the previous logs.

I reproduced the issue again and captured a new log from the same session in which the freeze occurred. I have also attached a screen recording showing the application launch, the freeze, and the system resource usage in Task Manager.

The issue occurs immediately after launching the packaged application. The startup screen remains visible with the Convai connection status displayed. At that point, the application stops progressing and becomes unresponsive before reaching the main level.

The application remains frozen and does not eventually continue loading.

The issue currently occurs on only one laptop. This laptop has an NVIDIA GeForce RTX 4070. We tested the exact same packaged build on another identical laptop with the same hardware configuration, and it works correctly there.

At the time of the freeze, Task Manager showed approximately:

- CPU: 12% at 3.22 GHz

- Memory: 22.9 / 63.7 GB (36%)

- Intel UHD Graphics: 33%

- NVIDIA GeForce RTX 4070: 15% at 49°C

I have attached:

- The newest log captured immediately after reproducing the freeze

- A screen recording showing the complete launch and freeze

- Task Manager information during the issue

Please let me know if you need any additional logs, system information, or a Development build with more verbose logging enabled.

UE_LOG_Freeze.log (167.5 KB)

4

Hi,

Thank you for providing the new log and the additional information.

This log captures the issue successfully and shows that the application is encountering a GPU crash rather than becoming stuck while connecting to the service.

The application successfully initializes Unreal Engine and loads the main level. Shortly afterward, DirectX 12 reports a GPU timeout, followed by an NVIDIA GPU memory page fault. The crash data points to a compute shader related to Unreal Engine’s Virtual Shadow Maps.

Since the exact same packaged build works on another laptop with the same hardware specification, this is likely specific to the affected laptop’s graphics driver, graphics settings, or local driver state.

Please try the following steps on the affected laptop.

1. Perform a clean installation of the NVIDIA driver

  1. Download the latest NVIDIA driver for the GeForce RTX 4070 Laptop GPU from the NVIDIA website or through the NVIDIA App.
  2. Start the driver installation.
  3. Select Custom installation when prompted.
  4. Enable Perform a clean installation.
  5. Complete the installation and restart the laptop.

Even when the installed driver is already recent, a clean installation can repair corrupted or inconsistent driver files.

2. Make sure the application uses the NVIDIA GPU

  1. Open Windows Settings.
  2. Go to System → Display → Graphics.
  3. Select or add the packaged application.
  4. Click Options.
  5. Select High performance — NVIDIA GeForce RTX 4070 Laptop GPU.
  6. Save the setting and launch the application again.

3. Test the application using DirectX 11

This test will help confirm whether the problem is limited to DirectX 12.

  1. Locate the packaged application’s .exe file.
  2. Right-click it and select Create shortcut.
  3. Right-click the newly created shortcut and select Properties.
  4. In the Target field, add a space followed by:
-d3d11

For example:

"C:\Path\To\TradeshowAvatar2.exe" -d3d11
  1. Click Apply, then launch the application using this shortcut.

Please let us know whether the application starts successfully with this shortcut.

If it works with DirectX 11, this would strongly indicate that the issue is specific to the DirectX 12 rendering path or the graphics driver on that laptop.

4. Compare the two laptops

Since one identical laptop works correctly, please compare the following between the working and affected systems:

  • NVIDIA driver version
  • Intel graphics driver version
  • Windows version and pending updates
  • Laptop BIOS version
  • NVIDIA Control Panel settings
  • Whether either laptop is using a hybrid, discrete-GPU-only, or Optimus graphics mode

The log also generated an NVIDIA GPU crash dump. If available, please attach the newest file with the .nv-gpudmp extension from:

TradeshowAvatar2\Saved\Logs

The filename should be similar to:

D3D12.0.2026.08.05-14.06.52.nv-gpudmp

At this point, a more verbose application build is not required. The current log already identifies the failure as a DirectX 12 GPU page fault occurring during Unreal Engine rendering.