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eLicenser quits working
Last post Mon, Sep 24 2018 by bbelius, 18 replies.
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Posted on Tue, Mar 20 2018 03:08
by JoeDrzewiecki
Joined on Wed, Nov 17 2010, Posts 1

Hi All,

I"ve been using VSL with an eLicenser (Vienna Key) for some time. Recently, it works for a while (20-30) minutes when I first start up my computer and then complains about a "lost connection to protection device."  I've checked that my licenses are still valid. I've downloaded the latest software. I've moved the Vienna Key from my USB hub to a root port. None of those significantly changed the behavior. I'll never get anything done if I have to shut off my computer for 2 hours, then work for 20 minutes, then repeat. It happens with Sibelius, Digital Performer and Logic.

iMac Retina 5K 16GB OSX 10.12.6 lots of CPU

Thanks,

Joe

Posted on Tue, Mar 20 2018 05:40
by michi
Joined on Sun, Dec 22 2002, vienna, Posts 489
Hello Joe,

I"m sorry to hear of your problem with your Vienna Key! Please write an email to , I'll then tell you, how we could proceed in this case.

Thank you in advance,

Michael Hula
Posted on Wed, Sep 12 2018 02:42
by JKenworthy
Joined on Sat, Jul 07 2018, Posts 7

Originally Posted by: michi Go to Quoted Post
Hello Joe,

I"m sorry to hear of your problem with your Vienna Key! Please write an email to , I'll then tell you, how we could proceed in this case.

Thank you in advance,

Michael Hula

 

Did this get resolved?  I'm having a similar issue.  I've contacted Vienna twice about it, but no received no responses yet.  The issue I'm having is every time my computer goes to sleep or every time I need to transfer my USB dongle, the software crashes on me.  I have lost work from this multiple times.

I can't put my laptop on a don't go to sleep setting because I carry it in a bad and it will overheat.

I have to transfer my device often because the system I work on only has one USB port.  If I want to use a keyboard, external drive, etc. this requires switching to a USB port, but again, it seems like any time the USB loses power, the software cannot recover from this.

This is happening many times every day to me.  It takes about 10 mintes to reboot my system and load the entire library again.  It's slowing me down a ton and is such a pain.  Please help me Vienna!!

Posted on Wed, Sep 12 2018 08:26
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 10278

Hi JKenworthy, 

I checked our entire database for an email from your registered email addres, but copuldn't find any. 
Doy you have the case namber for me, so that I can check what could have gone wrong (you get this case number with the automatic reply when you write to or sales@@vsl.co.at). 

Thanks, 
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Thu, Sep 13 2018 02:42
by JKenworthy
Joined on Sat, Jul 07 2018, Posts 7

Paul,

Thankyou for getting back to me on this.  I don't know what happened with the previous two e-mails I sent.  Presumably they didn't send from my end, perhaps because I tried clicking on the link directly rather than writing it directly from hotmail?

Anyway, here's what the e-mail says in case anyone else experiences similar issues:

I'm seeing an issue where the e-licensing software is crashing if my computer goes to sleep or if I ever to try and transfer my USB dongle.  I have lost work from this multiple times, in fact, I just lost about an hour of work again, right now. 

 
Since I carry my lap top in a bag, I don't want to set it to never sleep, fearing it might overheat.  As the dongle extrudes about an inch our of my system, I feel I have to take it whenever I travel anywhere anyway, for fear it will break off if I leave it in my laptop and accidentally bump into anything.
 
In addition, I have to transfer my USB device fairly often because my computer only has one USB port.  If I want to use a keyboard, external drive, etc. this requires switching to a USB hub.
  Because of all this, I am experiencing this crash many times every day, each time costing 10+ minutes to reboot and wait for load times, not to mention the countless hours of work I have lost, by not realizing my system went to sleep, lost power to the USB, woke up and is going to crash the next time I try and save.   Here's my system info and an attempt at some repro steps:   I work on a Surface Pro 3, 512 GB hard drive, 256 GB Ram, Windows 10, using Studio One 4 as my DAW.  I'm using the starter edition with a Tenor Sax, Epic Horns, and Fanfare trumpets added on.  I regularly load and use nearly my entire library from a template.
 
Repro steps:
  1. Plug in a USB holding valid license for running Vienna Ensemble
  2. Start Vienna Ensemble (stand alone 64 bit - )
  3. Load a project with some instruments
  4. Remove the dongle
  5. Reinsert the dongle (either into the same USB port, or into another port e.g. a connected USB hub)
  6. Attempt to save the project - notice the project will not save and the software will crash with an error message about e-licenser failing.
  7. After the software is closed down, attempt to start another instance of Vienna Ensemble (notice, it won't start)
  8. Try to open an instance of Vienna Instruments (notice, it won't start)
  9. At this point, I don't know of any other options other than to restart your computer, and reload the library.
  Please let me know if there is anything else I can do to help get this issue resolved.
Thanks and best
,

-John
Posted on Thu, Sep 13 2018 06:37
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 10278

Hi John, 

Thanks for the information. 

May I ask what speaks against a USB hub?
Removing the dongle is not suggested, it should always be connected (that's the whole idea). 

Best, 
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Tue, Sep 18 2018 04:01
by JKenworthy
Joined on Sat, Jul 07 2018, Posts 7

Paul,

"What speaks against a USB Hub?"  If I understand the question correctly, you're asking "Why don't I just leave the dongle in the USB hub and never move it?

As I stated previously, I have only one  USB port on my computer.  I cannot plug in more than one device without using a HUB.  It has to be a powered hub to allow use of keyboard, breath controller, and this loathed dongle.  This means I can't take my computer anywhere away from the HUB without disconnecting it.  On top of this, I spend much of my time on-the-go, and would like to be able to work wherever I am.  Are you suggesting I should always keep a USB hub attached to my computer?  How is it possible for me to not disconnect?  If I don't ever disconnect, how do I keep power provided to it, prevent overheating, and keep it from breaking off if I bump into something?

I can't imagine I'm the only artist who needs to work on-the-go like this.  Does everyone keep their laptops powered on with the dongle plugged in everywhere they go?  In this day and age aren't there many people who want to be able to work on-the-go?  If the Vienna Library does not allow a disconnect and reconnect from the USB dongle without a reboot, it kills the dream of effectively working that way.

This USB device is already such a pain.  Seriously, Paul, I don't mean to be a jerk, but I hate it so much.  I love your software, love your instruments, love your demos, the company's passion, etc. but can't tell you how much I hate this thing that I have to constantly worry about losing and breaking and sticks out of the side of my computer, and causes your software to constantly crash.

Are you really asking me to find a different solution rather than fixing the crash?

I do vent, but in all seriousness, I'm open to ideas.  I still deal with this every day and as a software dev myself I know that issues like this aren't always easy.  My guess is that it's a Steinberg plugin that you have to coordinate with them to get fixed. Would it help if I complained to them?  Or send me the source code and I'll just fix it ;)

It has gotten slightly better in that I've simply been shutting down every time I have to go anywhere lately.  This has at least been effective in preventing lost work, but ugh!  It's still 10 extra minutes every time I go to work, come home from work, go downstairs, go back up stairs, take my daughter to the libaray.  I could go on and on.  It's killing me Paul.  Please help!!

Thanks and best,

-John

Posted on Tue, Sep 18 2018 09:36
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 10278

Hi John, 

I understand your situation. 

I also have to say how much I love the fact that every single software developer I know believes he can fix every software in a heartbeat, if only he can get to the source-code.
I call it the "MOTU-syndrom" (Master of the Universe). 

It's great to work on the go, and I do that as well, with 2 USB ports on my laptop and an unpowered USB hub connected. Works well. I don't work while I walk, though, so I never bump into things. 

A hardware key is the only working protection for niche products like ours, that's how we see it. 

I will see what can be done. Please bear in mind that this is the first (!) complaint about this specific problem in more than 10 years with eLicenser. 

Best, 
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Tue, Sep 18 2018 10:23
by jasensmith
Joined on Tue, Jan 15 2008, Arizona, Posts 1373

Originally Posted by: Paul Go to Quoted Post

It's great to work on the go, and I do that as well, with 2 USB ports on my laptop and an unpowered USB hub connected. Works well. I don't work while I walk, though, so I never bump into things. 

 

Love your sense of humour Paul.  I laughed out loud on that one. Thanks

"Work while I walk."  I tried working while swimming once.  Well, let me tell you, that was a disaster

My apologies to John for having a little fun but I just couldn't resist.  I understand your frustrations and I sincerely hope that you find a solution to your unique problem.  But if I know Paul I can assure you that he is working diligently on this issue. 

Actually, I don't know Paul from a hole in the wall but I do know that he is one of the hardest working employees VSL has.  I don't care what Dietz says about him.   


"If at first you don't succeed, try, try again. Then quit. There's no point in being a damn fool about it."
- W.C. Fields
Posted on Wed, Sep 19 2018 15:56
by JKenworthy
Joined on Sat, Jul 07 2018, Posts 7

Thanks for the replies and interest all.  I do believe this issue will affect others if it hasn't already as computers are only getting smaller and more powerful.

You joke about wlaking and working.  I don't do that, but I was driving once with my computer on the seat beside me with the Vienna key plugged in and a truck in front of me slammed on his breaks.  As I reacted, hitting my brakes, It was like slow motion watching my computer fly off the seat and land on the floor.  I almost had a heart attack.  I have never prayed so hard that nothing was damaged, and luckily nothing was, but what pains I might then have faced?  This issue is real man!

Also, Master-of-the-Universe syndrome is real and I have it bad :)

Thanks again.  Hope to hear from you soon, and for real, please let me know if there is anything I can do to help in anyway.

-John

Posted on Thu, Sep 20 2018 19:26
by LAJ
Joined on Sun, Dec 13 2009, Posts 398
Originally Posted by: jasensmith Go to Quoted Post
I don't care what Dietz says about him.

???
—Lurker-mode—
Posted on Fri, Sep 21 2018 10:15
by jasensmith
Joined on Tue, Jan 15 2008, Arizona, Posts 1373

Originally Posted by: LAJ Go to Quoted Post
Originally Posted by: jasensmith Go to Quoted Post
I don't care what Dietz says about him.
???

LAJ

It's a unique bit of American humour where you're complementing somebody and having some fun with him, and Dietz, at the same time.  Sorry.

Paul,

Dietz isn't saying anything derogatory about you behind your back.  At least not to me he's not.  I was just having a little fun.  Not sure if everybody gets the humour though. 


"If at first you don't succeed, try, try again. Then quit. There's no point in being a damn fool about it."
- W.C. Fields
Posted on Fri, Sep 21 2018 10:33
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 10278

I had a great laugh 

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Fri, Sep 21 2018 23:06
by kenneth.newby
Joined on Wed, Mar 19 2014, Posts 108

On the topic of USB hubs. If you're working on a laptop and trying to use a couple of USB-3 ssd plus the hardware key one of these is needed. I was also very concerned about the mechanical issues in having a rigid extension with thousands of dollars worth of licenses, etc. attached, so I looked around and found a hub that attaches by means of a flexible cable.

Posted on Sat, Sep 22 2018 20:54
by Delt
Joined on Sat, Sep 22 2018, Posts 4

Crikey, this is frightening. I joined because I couldn't find the product prices. Hoped to be given a link.

But if this sort of thing happens it would be angrily frustrating to lose one's work but worse when deadlines are threatened. 

One might have hoped that after all these years VSL had implemented a software key/sign in. Just about every other software product in the world has except these music outfits. I too have only one USB socket on the computer on which I compose. Worse, having to pay over £20 for a memory stick. What's it's capacity? 500Mbs?

Ah well....

Posted on Sun, Sep 23 2018 10:33
by bbelius
Joined on Sat, Mar 14 2015, Posts 135

The eLicenser Dongle is not a memory stick and can't used as one. It's single purpose is to verify the licenses you are trying to use.

Posted on Mon, Sep 24 2018 09:16
by Delt
Joined on Sat, Sep 22 2018, Posts 4

Whatever it is, this thread suggests it's also the creator of problems that could be creatively destructive. My current orchestral software uses a computer based ilok. If it's a nuisnace at all, if I want to use it on another computer I have to sign out of one and into the other. If I recall, even Cubase now uses a computer ilok.  

Posted on Mon, Sep 24 2018 21:03
by bbelius
Joined on Sat, Mar 14 2015, Posts 135

No, Cubase (and all other Steinberg products) uses eLicenser because eLicenser is owned by Steinberg. VSL licenses this technology from Steinberg.

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