Sibelius quitting unexpectedly, over and over again . . .


Good afternoon,

Trying to finish up a project today and my Sibelius 5.2.0
kept quitting unexpectedly.  It has never done that
before on my IMAC.  I upgraded to 5.2.5 this afternoon and it is
still doing the same thing.  I have re-started my computer
several times as well.  Sibelius still quits unexpectedly.
Anyone had this happen to them?  Solutions to the problem?

IMAC 3.8 ghz
Sibelius 5.2.5

Any help would be much appreciated.

Take care,
Neal




[quote author=Jim Casella link=topic=2855.msg15170#msg15170 date=1229455239]
... Now that Sibelius 5 is a legitimate AU/VST hosting environment, it would seem odd for them to require you to [i]remove[/i] plugins to effectively run the program. ...
[/quote]

One case where this is true is that if you have the full version of Kontakt 3 and try using the v3.0.2 VST plug-in in Sibelius, it will crash every time. This is a known issue that requires that you use the v3.0.1 plug-in instead. I don't remember the link, but you can find info about it on Sibelius' site.
[quote author=nflum link=topic=2855.msg15166#msg15166 date=1229443150]

More info from Sibelius tech support that might help
you if you encounter the same problem I did:

Looks like you have a soft synth from Finale's SmartMusic software or maybe some other plugins whcih can be moved out of the Plugins folders MAC HD/LIBRARY/AUDIO/PLUG-INS (VST and Components),leave KONTAKT PLAYERS. Hope that will help.

[/quote]

Thanks for continuing to keep us informed of your progress Neal. Removing plug-ins is certainly a worthwhile troubleshooting test. Still, I would hope that you wouldn't be required to remove audio plugins to launch Sibelius. Now that Sibelius 5 is a legitimate AU/VST hosting environment, it would seem odd for them to require you to [i]remove[/i] plugins to effectively run the program. It is certainly possible that one plugin may be the troublemaker, and if so, perhaps seeing if there are any updates available for it.

Have you found that this step has solved the issue?
[quote author=nflum link=topic=2855.msg15119#msg15119 date=1228853975]

I called yesterday and the man who spoke to me,
in a curt manner might I add, told me to upgrade to
5.2.5.   That's it. 
[/quote]

That's really dissapointing. I haven't had to use Sibelius technical support since Sib 4 came out, but when I needed them for several issues I was having, they were super friendly and really helpful.

I hope that was just an isolated incident, because I often ";sell"; Sibelius with the info that tech support has been so good to me.

More info from Sibelius tech support that might help
you if you encounter the same problem I did:

Looks like you have a soft synth from Finale's SmartMusic software or maybe some other plugins whcih can be moved out of the Plugins folders MAC HD/LIBRARY/AUDIO/PLUG-INS (VST and Components),leave KONTAKT PLAYERS. Hope that will help.


Alas . . .I spoke too quickly and optimistically.  Sibelius is
still quitting unexpectedly.  It just takes longer between
quitting.  I've sent crash logs to Sibelius's tech support.
Maybe they can figure this out.
Neal,

Thanks very much for posting your solution here. I'm sure if it happens to someone else in the future, this will be very helpful troubleshooting tip!
That same thing kept happening to me whenever I would try to make text changes, specifically changes to instrument names and the copyright.

I never did figure out what caused it, but when it would ";reset and restart"; I would immediately close and reopen it without opening any files, restart the computer and then open Sibelius (again without opening any files). I wish I knew the technical jargon, but that's what worked for me:)

Good luck, homey!


Good morning,

Seems like the problem is solved:  I was instructed to go into
users--library--application support--Sibelius software and
remove the following files/folders:

config.xml
PlogueEngine
Playback Configurations

For the time being, no quitting unexpectedly.  And ";Yes,"; I made a mistake, it's
3.08 and not 3.8.

Take care,
Neal



3.08 ghz

3.8 would be nice, I agree.
You could try posting the backtrace to see if that gives anyone ideas of what might be going on.

You could also move aside the preference files for the application, like the one in ~/Library/Preferences. I think that's what the ";reset"; option does from the window that appears after you crash, but I'm not sure.
3.8 GHz iMac eh... is that the 2011 model?  :)

Does it happen when you're doing something specific?  Try loading one of your auto-saved scores, or a new score altogether to see if your Sibelius file was corrupted.

Jim,

I called yesterday and the man who spoke to me,
in a curt manner might I add, told me to upgrade to
5.2.5.  That's it.  This just started happening yesterday.
I downloaded ";Yousendit";  yesterday.  That's the only
change on the system.  Also, when it quits unexpectedly and
you relaunch it, it asks if you want to re-set.  I tried that
and it did not help.  I'll give technical support another try.

Take care,
Neal

Have you tried contacting technical support at Sibelius? They may suggest you trash your Sibelius 5 preferences so they can be recreated next time you launch the application. They may also ask you if there's a specific action that's causing the application to . Or whether it just quits upon starting. Those details may help them isolate possibilities for the problem. I haven't heard of anything like this happening before, so it's possible it may be something within your particular system that's causing a conflict. They should be able to point you in the right direction though.
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