Windows or Driver Update causing customers to have no sound

Unreal Engine
1

Hi,

We have our game on UE4.27 using FMOD Plugin 2.01.13, Windows 10 and 11.

It has been trouble free for several years, in the last week have got a lot of support tickets relating to no sound.

Here is a log from a customer with the issue:

[2024.06.24-09.25.27:930][  0]LogFMOD: FFMODStudioModule startup
[2024.06.24-09.25.27:930][  0]LogFMOD: Lib path = '../../../AutomationGame/Plugins/Runtime/FMODStudio/Binaries'
[2024.06.24-09.25.27:930][  0]LogFMOD: FFMODStudioModule::LoadDll: Loading ../../../AutomationGame/Plugins/Runtime/FMODStudio/Binaries/Win64/fmod.dll
[2024.06.24-09.25.27:933][  0]LogFMOD: FFMODStudioModule::LoadDll: Loading ../../../AutomationGame/Plugins/Runtime/FMODStudio/Binaries/Win64/fmodstudio.dll
[2024.06.24-09.25.27:935][  0]LogFMOD: Error: 'FMOD::Debug_Initialize(FMOD_DEBUG_LEVEL_WARNING, FMOD_DEBUG_MODE_CALLBACK, FMODLogCallback)' returned 'A command issued was not supported by this object.  Possibly a plugin without certain callbacks specified.'
[2024.06.24-09.25.27:936][  0]LogFMOD: Display: Loaded bank lookup
[2024.06.24-09.25.27:937][  0]LogFMOD: Display: Loaded asset lookup
[2024.06.24-09.25.27:966][  0]LogFMOD: Error: 'lowLevelSystem->getNumDrivers(&DriverCount)' returned 'Error initializing output device.'
[2024.06.24-09.25.27:997][  0]LogFMOD: Error: 'lowLevelSystem->getDriverInfo(DriverIndex, DriverNameUTF8, sizeof(DriverNameUTF8), nullptr, &SystemSampleRate, nullptr, nullptr)' returned 'Error initializing output device.'
[2024.06.24-09.25.27:997][  0]LogFMOD: Selected driver 
[2024.06.24-09.25.27:997][  0]LogFMOD: Default sample rate = 48000
[2024.06.24-09.25.27:997][  0]LogFMOD: System sample rate = 0
[2024.06.24-09.25.28:052][  0]LogFMOD: Error: 'StudioSystem[Type]->initialize(Settings.TotalChannelCount, StudioInitFlags, InitFlags, InitData)' returned 'Error initializing output device.'
[2024.06.24-09.25.28:052][  0]LogFMOD: Warning: Failed to load bank: ../../../AutomationGame/Content/FMOD/Desktop/MasterBank.bank (An invalid object handle was used.)
[2024.06.24-09.25.28:052][  0]LogFMOD: Error: 'FMOD::Debug_Initialize(flags, FMOD_DEBUG_MODE_CALLBACK, FMODLogCallback)' returned 'A command issued was not supported by this object.  Possibly a plugin without certain callbacks specified.'

It can be fixed by disabling unused sound devices on the system.

Many, many years ago we had a similar issue, caused by a bad Razer Kraken USB Headset driver, and it got solved by Razer releasing a new driver. From this experience, I assume this issue is similar, to have a sudden rash of support tickets on the issue.

We are still gathering information to see if a common sound device exists amongst affected customers.

What I dislike, is how FMOD is falling over so early from this,

Within the Plugin (FMODStudioModule.cpp:478-480)

    if (LoadLibraries())
    {
        verifyfmod(FMOD::Debug_Initialize(FMOD_DEBUG_LEVEL_WARNING, FMOD_DEBUG_MODE_CALLBACK, FMODLogCallback));

This call is failing, right at the start of initialisation, I would expect this to be very robust. With previous issues, FMOD can generally enumerate the sound devices, and then fail to initialise or open the device. But it is not getting that far.

2

Hi,

Thank you for sharing the workaround.

In 2.02, there have been numerous improvements to the Windows enumeration (2.02.04, 2.02.06) would it be possible to update the integration? We have documentation for migration major versions here:
FMOD Studio | Advanced Topics - Migration FMOD Studio Projects.

I believe the issue with Debug_Initialize is unrelated as you can see we are not loading the logging versions of our dlls:

LogFMOD: FFMODStudioModule::LoadDll: Loading ../../../AutomationGame/Plugins/Runtime/FMODStudio/Binaries/Win64/fmod.dll
LogFMOD: FFMODStudioModule::LoadDll: Loading ../../../AutomationGame/Plugins/Runtime/FMODStudio/Binaries/Win64/fmodstudio.dll

If you receive more information regarding the device that is causing the crash, that may provide more insight into the issue.

4

Hi,

I am following up in case there was anything else I could assist with?

5

Updating to 2.02.06 has fixed the issues. Thanks

1 Like