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elicenser problem?
Last post Sat, May 18 2019 by Paul, 20 replies.
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Posted on Thu, May 09 2019 05:43
by snafoo
Joined on Fri, Jan 09 2009, Posts 4

I updated my OS (now its 10.13.6 on a 5.1 MacPro cheese grater) and now have problems running Vienna Instruments. The problems seem to stem rom the elicenser software. I have updated the VSL software and the elicenser software. The libraries appear in the elicenser window, but when I add patches I rec error message that "USB communication problem". This is despite seeing the everything in the elicenser window . Then I rec another error: "Decryption failed: No Valid license found". I have uninstalled and reinstalled the EL software and it continues. Any ideas would be appreciated. Thx

Posted on Thu, May 09 2019 08:05
by Stefan
Joined on Tue, Oct 10 2006, Posts 494

Hi,

Sorry to hear of this problem. Did you already try to do the maintenance for the key? There's a big button in the eLCC  for that. Hope this helps already!
Best,

Stefan

Stefan Steinbauer
Sales Manager - Vienna Symphonic Library
Posted on Thu, May 09 2019 08:26
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 10928

Hi snafoo, 

Also, connecting the key to different ports directly on your computer will help a lot (alternatively: use a powered USB hub). 

To reset all USB ports, disconnect all USB devices, power down your computer and wait for 2 minutes before restarting. 

Best,
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Thu, May 09 2019 17:42
by snafoo
Joined on Fri, Jan 09 2009, Posts 4

Good day.

Thanks for the suggestions. This morning I opened up the session I was starting yesterday. I was happily greeted with only one error message this time:

eLicenser Control - Error Application 'Vienna Instruments (M6)' has caused the following error: Failed to send Getinfo command. " 

The session opened and I had access to all the VSL libraries. Yesterday I could only play the Spec Ed Vol1 plus. This is much better. Did some elves fix things over night? Regardless I can work w/ all the VSL libraries now. But there is still the error message which I do not like. Yesterday I spent frustrating hours trying to figure out a solution. I uninstalled and reinstalled the LCC and VSL software. With the dongle, without the dongle etc. And yes I did the maintanence for the key. But now, I would love the write some music, and later today I will go back to the LCC and attempt to stabilze things. I will report back with an update. I must say I have never had to think to about the LCC software before, it has always works behind the scenes fine., but this does happen on occassion. Thx for the support.

Posted on Thu, May 09 2019 18:26
by rpowell01
Joined on Sat, Aug 17 2013, Posts 9

The funniest thing happened a few minutes ago. I have 2 elicensers I use for 2 VEPs I was using for VEP5 on 2 difference Macs with each other. Anyway I downloaded VEP7 a few minutes ago and installed it, first time I've had time to download it and install it.

And whenever it started all my dongles, to include my iloks began to flash. I was like WT crap!!! Then I started the elicenser app, everything was fine. So I restarted the VEP7 app and I get some error saying only one elicenser was working or something like that. Now I open elicenser app and it shows one of the elicencer dongle is bad!!!! WT Crap VIENNA!!!

They worked fine until I started VEP7, seriously, they worked fine!! LOL wow...

 

I will reboot and see what happens, maybe its a burp or hiccup or a bug....never had issues with any dongle or elicenser before today...

 

EDIT: WHOOOOOO Rebooting my Mac fixed the issue...WOW.....

Posted on Fri, May 10 2019 06:33
by Lowland
Joined on Tue, May 19 2009, Posts 6

Actually, I've gotten same problem twice in past 12 hours. eLicenser application on the same machine shows the dongle and the licenses on it, but VE7 insists there's either no dongle or no license or that there's an USB problem. Rebooting didn't help. USB ports on that machine work well with, say, iLok and other USB thingies.

What's really peculiar is that the dongle in question works fine in other machines, and the license can be removed like nothing, transferred out and back. Maintenance is done, so it shouldn't be that.

Maybe you've tightened the screw a little too much?

Posted on Fri, May 10 2019 07:09
by Pixelpoet1985
Joined on Fri, Dec 23 2016, Germany, Posts 152

I have the same specs and had the same problem (mentioned in another thread). At the moment it all runs smooth.

For me it helped to update all of the software, including the elicenser. 

Posted on Fri, May 10 2019 08:22
by Lowland
Joined on Tue, May 19 2009, Posts 6

Everything updated, and I just had the Mac inspected by an official repair center, just in case. All good. I'll continue testing whilst working.

I hope this isn't a "legit users suffer because idiots exist" issue. :-D Instead, I'd like this be a "wow not all people should be using computers because they just can't" issue.

Posted on Fri, May 10 2019 15:59
by Lowland
Joined on Tue, May 19 2009, Posts 6

I've been troubleshooting this. It seems all other USB dongles behave well - except eLicensers. I've tested five different license keys, and each gives me the same license nagging. Pressing "Retry" in the dialog screen a few times finally opens up the application and it seems to work normally after that.

Vienna people, is this VE7 specific or eLicenser specific? How to debug/troubleshoot?

Posted on Sun, May 12 2019 18:47
by snafoo
Joined on Fri, Jan 09 2009, Posts 4

I said I would back to the eLCC and attempt to stabilze things. But I went to work had one more error message and no more error messages. The eLCC can see the dongle and things are working so I am leaving things for now. I have no clue why it works now but refused that first day. I spent a few hours scratching my brain, updating, then uninstalling, reinstalling, etc. Unfortunately I am not sure what the solution was. Ghost in the machine. Thanks for the replies everyone.

Posted on Mon, May 13 2019 07:46
by whlederman
Joined on Mon, Jan 25 2010, Posts 105

Hi VSL,

Same error problem here with elicenser, never before with VEPro 6

VEpro 7 very crashy for me,with e licenser stuff

why it takes soooo looong to scan plugins ?

Regards

Posted on Mon, May 13 2019 08:27
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 10928

Hello everybody, 

We know that our friends at eLicenser are working on improvements for upcoming versions and are also hoping that these confusing messages will disappear. 

This seems to affect the 64 bit version of eLicenser only.

Here is a link to the 32 bit version of eLicenser for macOS - let me know if that helps!

Best,
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Mon, May 13 2019 08:49
by offaxis
Joined on Wed, Feb 01 2012, Posts 2

"This seems to affect the 64 bit version of eLicenser only.

Here is a link to the 32 bit version of eLicenser for macOS - let me know if that helps!"

 

Paul - are u saying that we should un install elicenser app and install this 32 bit version?

Posted on Mon, May 13 2019 08:52
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 10928

Hi, 

Sorry if I was unclear. Yes, please uninstall the current eLCC and try with the 32 bit version

Best, 
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Tue, May 14 2019 21:14
by snafoo
Joined on Fri, Jan 09 2009, Posts 4

Things went strange with Vienna and eLCC again yesterday. I installed the 32 bit version as you suggested Paul and things are smooth so far.

Thx

Posted on Wed, May 15 2019 17:57
by PaoloT
Joined on Tue, Dec 27 2016, Posts 373

I've solved most of my issues with eLicenser not found by using a powered USB hub.

However, I still have, more than a few times, a message saying that the eLicenser can't be found. I can simply solve this issue by clicking Retry, and everything works fine.

Not pleasant, though.

Paolo

Posted on Thu, May 16 2019 09:18
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 10928

Hi Paolo, 

Thanks for the update. Is that also the case with the 32 bit version of the eLicenser Control Center?

Best,
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Thu, May 16 2019 09:46
by PaoloT
Joined on Tue, Dec 27 2016, Posts 373

Paul, thank you very much for the hint of using the 32-bit version. Since 32 bits are deprecated on the Mac, I prefer to wait and see if the issue will be resolved in the 64-bit version. At the moment, I can live with the error message.

Paolo

Posted on Sat, May 18 2019 01:06
by grooveq
Joined on Wed, Sep 30 2009, Posts 10

Hi just putting my hand up here, same litany of eLicenser errors...most inconvenient. In our case clicking

the alert dialogs away made no difference, just led to more errors.

edit - uninstalling 64bit elicenser and installing eLicenserControl (6.11.3.1244) 32bit seems to fix it.

Ouch! what the hell?!

Posted on Sat, May 18 2019 07:24
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 10928

Hi, 

Glad to hear that the 32 bit version fixes these troubles. 

eLicenser/Steinberg is working on finding the culprit in the 64 bit version. 

Best, 
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
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