Overview

In September 2016, numerous sudden ROES Client crash reports were traced to an update for a video program called Plays.tv. The Plays.tv update released on 9/8/16 appeared to cause crashes in ROES and other non-game applications. Removing Plays.tv through Windows Control Panel resolved the reported ROES crash behavior.

When to Use This

• ROES Client crashes suddenly or randomly on Windows.
• The crashes began around September 9, 2016 or shortly after a Plays.tv update.
• The customer has Plays.tv installed.
• Other applications on the same computer may also be crashing.

Important Note

This issue was caused by a third-party Plays.tv update, not by a ROES Client update. Removing or updating Plays.tv was the recommended workaround.

Solution

Plays.tv Update Note

On 9/29/16, Plays.tv released an update that may resolve the issue. The update notes included a fix for crashes in some games and other non-game applications.

Reference link preserved from the source article: Plays.tv support discussion

Expected Result

After Plays.tv is removed or updated, ROES Client should stop crashing due to this specific third-party software conflict.

Escalation Notes

• Confirm whether Plays.tv is or was installed on the affected Windows computer.
• Confirm whether the crash behavior began after the 9/8/16 Plays.tv update.
• Confirm whether removing or updating Plays.tv resolves the ROES crashes.
• If ROES still crashes after Plays.tv is removed, collect the current ROES Client log and any Windows crash details.