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eLicenser not always recognized
Last post Sun, Oct 15 2017 by synergy543, 14 replies.
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Posted on Tue, Sep 05 2017 18:10
by PaoloT
Joined on Tue, Dec 27 2016, Posts 203

Hi,

Since I updated my Mac from Yosemite to Sierra, the ViennaKey (eLicenser) has started to behave erratically. Sometimes it is not recognized. When moved to a different port it can be recognized again (luckily, up until now I've always found a port that works, and let me work). Connected back to the original port, it is sometimes still recognized.

The eLicenser software is the most up-to-date. This never happened with Yosemite. Is it happening to someone else? Has someone found a solution to this issue?

Thanks!

 

Paolo

Posted on Tue, Sep 05 2017 18:52
by cm
Joined on Fri, Dec 20 2002, vienna, Posts 8922

sorry to hear about your problem - have you already followed the advise from eLicenser for troubleshooting?

https://helpcenter.steinberg.de/hc/en-us/articles/206530504-USB-eLicenser-Details-Tips-and-Troubleshooting#troubleshooting

in case the recommended procedure does not help, we will notify eLicenser about your issue.

and remember: a CRAY is the only computer that runs an endless loop in just four hours ...
Posted on Tue, Sep 05 2017 19:48
by PaoloT
Joined on Tue, Dec 27 2016, Posts 203

cm, thank you for pointing me to the troubleshooting page. I'll check these instructions.

Paolo

Posted on Fri, Oct 06 2017 15:03
by PaoloT
Joined on Tue, Dec 27 2016, Posts 203

Dear CM,

After a few more time with the eLicenser, I have to admit that I have problems with it. Since I upgraded to Sierra, the key is not recognized, or gives error messages, about one in three times I try to use a VSL product. The eLicenser Control Center is updated, as are VI PRO and MIR PRO software. As far as I can say, my system is working fine (and I'm using it for publishing and music 14/24h a day).

When an error message (see below) appears, I follow the instructions in Steinberg's troubleshooting site.

- The software is up to date. I've not had the courage to run a Maintenance routine, since I fear it may damage the contained data, with the risk of losing my licences.

- I restart my computer, when nothing else works. It works, but it is a hassle to reboot the computer so often (having to reboot my Macs is something that didn't happen for decades).

- The key was plugged to several different ports. It seems to make no difference whichever I use. At the moment, it is attached to the one with devices drawing no current from USB.

The issues happen randomly, and I can't find a recurring pattern. My main audio interface is a Steinberg one, so it would be interesting to discover there is an issue between its driver and the Steinberg eLicenser driver. My DAW software is Logic.

For years I've sadly avoided VSL products, because of the protection key, as any other products with a protection key. I lately was convinced to buy it, due to its inherent quality. Had I known I had spent half my time devoted to music troubleshooting protection keys, I would have purchasen a new acoustic piano.

Paolo

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elicenserU0020issueU00201.png (108kb) downloaded 0 time(s).
elicenserU0020issueU00202.png (82kb) downloaded 0 time(s).
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Posted on Fri, Oct 06 2017 15:05
by PaoloT
Joined on Tue, Dec 27 2016, Posts 203

…and also:

PaoloT attached the following image(s):
elicenser6.png (57kb) downloaded 0 time(s).

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Posted on Fri, Oct 06 2017 15:26
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 9478

Hi PaoloT, 

You should definitely run Maintenance, your licenses will stay unharmed. 

To "reset" the eLicenser Control Center, quit all eLicenser protected programs and kill the "synsopos" process in Activity Monitor. Then start the eLicenser Control Center again. 

I agree that it shouldn't be that way, and it usually isn't. 

The stability of eLicenser, in my eyes, depends a lot on the used programs, and also on the working/switching speed of every user. 

Let me know how that work-around helps. 

Best, 
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Fri, Oct 06 2017 16:10
by PaoloT
Joined on Tue, Dec 27 2016, Posts 203

Hi Paul, thank you for your answer and directions. Do you know if there are known issues with Logic (latest version), or the Steinberg UR824 audio interface, all under Sierra? Also, I use the latest NI Kontakt in parallel with VI PRO. I can't think of other software I'm using together with VSL.

Paolo

Posted on Fri, Oct 06 2017 16:39
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 9478

Hi PaoloT, 

There are no known issues with Logic, and there are thousands of people working with the combination you are using. Kontakt, with the wide variety of scripted libraries, throws errors every now and then, but that shouldn't affect eLicenser. 

The Steinberg Interfaces have a good reputation, but maybe it's worth checking out a different interface, depending on your budget. 

Best,
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Tue, Oct 10 2017 16:03
by PaoloT
Joined on Tue, Dec 27 2016, Posts 203

Paul, since the problems keep repeating, may I ask you if I should find something particular in the Mac Console log? What I see, while the problem happens, is not particularly explicative. For example, there might be something like:

com.apple.WebKit.WebContent Current memory footprint: 53 MB

or:

com.apple.WebKit.WebContent 0x127662b80 - ScriptedAnimationController::removeThrottlingReason(OutsideViewport) -> <private>

default 17:33:17.409803 +0200 com.apple.WebKit.WebContent [0x7fdea80d0600] Decoding: C0 0x00060003 0x0000354A 0x11111100 0x00000000 323

I don't think these have anything to do with issues with the eLicenser. But I cannot find anything more pertinent. Is there a way to make the eLicenser output more "verbose"?

Paolo

Posted on Tue, Oct 10 2017 17:31
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 9478

Hello PaoloT, 

I'm afraid we have shared all our knowledge here. 

Doesn't the work-around with the synsopos help?

Best,
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Wed, Oct 11 2017 14:15
by PaoloT
Joined on Tue, Dec 27 2016, Posts 203

Dear Paul, unfortunately the workaround didn't work. I forced-quit Logic, forced quit the synsopos task, but still had errors when Logic was trying to run VI PRO again.

Restarting the Mac solved the issue. So, it is not a completely blocking problem, but a very time-consuming and inspiraton-killing one. It would be great to be able to send you a log to analyze, to try to find out anything suspect.

Paolo

Posted on Wed, Oct 11 2017 16:08
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 9478

Hi Paolo, 

I agree that such a log would be great, but I'm afraid there are simply no pointers for us. 

Killing the Synsopos should prevent you from restarting your computer, works here everytime I am testing. 

Best,
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Sun, Oct 15 2017 20:20
by PaoloT
Joined on Tue, Dec 27 2016, Posts 203

Again on this ongoing issue.

When trying to start Sibelius 6.2, I got the usual set of error messages from the eLicenser.

I force-quit Synsopos.app, quit Sibelius, restarted it. The eLicenser was not even seen by the eLicenser Control Center, but Sibelius could start.

I downloaded the latest eLicenser Control Center software (version of October 10), installed it, but it could not solve my issue.

Restarted the Mac, started Sibeslius, everything worked fine. I was not using VSL sounds (using NotePerformer 2 instead), but the eLicenser could be seen, and no error messages did appear.

Then, I quit Sibelius, and tried to open the eLicenser Control Center, without opening any other app in the middle. I got an error saying: "Applicaton 'LCC2' has caused the following error: Application 'Synsopos.app' could not be started. Probably the file is corrupted or incompatible…".

As stated before, I started having these problems after upgrading from Yosemite to Sierra. I wonder if something went wrong with the update. No other software is malfunctioning. VSL apps work fine when I can make them recognize the key.

EDIT: After another occurrence of the eLicenser Control Center not seeing the key, I didn't kill the Synsopos.app, but force-quit the eLicenser Control Center. When launching it again, the key was recognized. This is a step forward…

Paolo

Posted on Sun, Oct 15 2017 22:57
by synergy543
Joined on Fri, Apr 01 2005, Oregon, USA, Posts 112

I've had some troubles with the eLicenser too after upgrading to Mac OS 10.12 when I restart my Mac (actually a beautiful Dell Hackintosh).  However, I found that its not the eLicenser but the dongle that is not always properly getting powered up on startup. 

The solution - unplug, and the replug in the dongle and run eLicenser for confirmation.  This has worked every time.

However, my concern of course is pluging and unplugging the dongle now.  I've got a LOT invested to that little bugger now!  To alleviate my concerns, I have it plugged into a USB Hub so I can unplug the hub instead of the dongle.

Greg (Gregory D. Moore)
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