DivX Web Player crash in Chrome and IE

  • Problem
  • Updated 10 months ago
  • Acknowledged
I am using windows vista with Chrome and IE (all updates applied) and I cannot get any DivX videos to play in either browser. I keep getting a generic "DivX Player has crashed" message with no recourse. I have uninstalled and re-installed web player and codecs and done everything I can think of. I have no problem with Flash videos. Please advise.
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PeacefullyOdd

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  • Frustrated

Posted 3 years ago

  • 17
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Krista, Marketing Manager

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Official Response
Hi everyone, thanks so much for your patience as we investigate this issue.

We've been reviewing the info you've shared with our Q.A. team. They've requested that anyone who has experienced a browser crash when using the web player, and who is willing to help us identify the cause of this issue, to send us a crash dump log.

To send a crash dump log, first you will need to download the following .zip file to your system:

https://dl.dropbox.com/u/1138212/enab...


  1. Once saved, unzip/extract all contents of the .zip file.

  2. Inside the unzipped folder you'll see a file called enabledivxdumpfull.reg.

  3. Right click on the .reg file and select "Run As Administrator".

  4. After you've run the file, go online and try to play a video with DivX Plus Web Player. When the browser crashes as a result of this, there will be a crash dump log saved automatically on your Desktop. It will have the following type of file name: iexplore.exe-ID.dmp (e.g iexplore.exe-14cf7838.dmp) or chrome.exe-ID.dmp (e.g. chrome.exe-14d18b2c.dmp).

  5. Upload the document to scribd.com and be sure to keep it public (this is the default setting)

  6. Copy and paste the Document URL in your comment below



Thank you all for your help!
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Krista, Marketing Manager

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Official Response
Hi all,

We still haven't received crash dumps from anyone. If you are still experiencing this issue please send us the dump files so that we can review them as this is not an issue we have been able to reproduce yet.

If no one is experiencing this issue anymore, I'll be archiving this topic. Thanks!
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Krista, Marketing Manager

  • 1629 Posts
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Official Response
I just checked with QA and got some updated instructions for running the crash dump log. Please disregard the earlier version (I cannot edit the post since it has comments under it).

1. Save the enabledivxdumpfull.zip file to your computer.

2. Once saved, unzip/extract all contents of the .zip file.

3. Inside the unzipped folder you'll see a file called enabledivxdumpfull.reg. Right click on the .reg file and select "Merge".

4. A message appears: "Adding information can unintentionally change or delete values and cause components to stop working correctly. If you do not trust the source of this information do not add it to the registry." Press the "Yes" button.

Note: Sometimes you need to restart your computer after installing the enabledivxdumpfull.reg.

5. This step depends on your browser:

Chrome

Try to play a video with DivX Plus Web Player. When the browser crashes as a result of this, there will be a crash dump log saved automatically on your Desktop. It will have the following type of file name: chrome.exe-ID.dmp (e.g. chrome.exe-14d18b2c.dmp).

Firefox

You need to run this with administrative permissions. To do this, go to your Start menu and go to All Programs. Navigate to the Mozilla Firefox folder and right click on the Mozilla Firefox icon, then select Run as administrator.



Try to play a video with DivX Plus Web Player. When the browser crashes as a result of this, there will be a crash dump log saved automatically on your Desktop. It will have the following type of file name: firefox.exe-ID.dmp (e.g. firefox.exe-123456.dmp)

Internet Explorer

Open the browser and go to the Tools menu. Select "Internet Options" and go to the "Security" tab. Uncheck "Enable protected mode (...)"



Try to play a video with DivX Plus Web Player. When the browser crashes as a result of this, there will be a crash dump log saved automatically on your Desktop. It will have the following type of file name: IEXPLORE.EXE-ID.dmp (e.g. IEXPLORE.EXE-12e345.dmp)

6. Once you have the .dmp files, send them to us. If they are small enough to upload to Scribd, upload the file there and then share the public URL with us in a comment below. If it is too large for Scribd, you can send us the file via FTP.

For sending to our FTP server, use the following FTP account information to upload your file, and use this free software to access it:

http://filezilla-project.org/download.php

Host/Server: ftp.divx.com

Username: divxsupport
Password: gT6uch2y

For full instructions on how to do this, please see this FAQ: How to use FileZilla

Let me know the name of the file and when it is done uploading. I will run some tests on the file to see what is going on.