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Synchron Pianos crashing constantly on macOS
Last post Mon, Jan 04 2021 by Andreas8420, 27 replies.
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Posted on Fri, Jan 01 2021 12:45
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Hello,

I'm afraid Synchron Pianos crashes constantly on macOS 10.x and 11.1. I've sent literally hundreds upon hundreds of crash reports to VSL, always including my email address, and opened up a case (#396143). Despite many continued polite requests for a reply, beyond an initial reply, I've heard not a word from VSL for many months now.

Note that I use the standalone player on a Core i9 iMac and keep all software up-to-date.

The software is so unreliable as to be nearly unusable. I would never be able to use it for a live performance since it is effectively guaranteed to crash at random.

I've sent full system information to VSL many times. Hoping for a sign of life and for a resolution to this critical issue.

Thanks in advance and wishing everyone a happy and safe new year.

Posted on Fri, Jan 01 2021 14:26
by Andreas8420
Joined on Mon, Dec 02 2019, Vienna, Posts 60

Hi Albert!

Thank you for your follow-up and Happy New Year to you as well! You have received five email replies from me between Christmas Eve & New Year's Eve - granted, an unrelated inquiry. So stating "no word from VSL" seems a bit overexaggerated.

As for your Crash reports: We have received a total of two (!) reports from your email/system ID. My apologies - I did not find them when we talked about this issue in the week before Christmas. I connected them now to the existing case so that our Developers can look into this soon. Kindly note that we are not in the office until 7th of Jan, so replies can be delayed over the holiday season.

Best regards & stay save,
Andreas

Technical Support - Vienna Symphonic Library
Posted on Fri, Jan 01 2021 14:33
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Hi Andreas,

The replies to a totally unrelated pre-sales inquiry hardly count. ;-)

But I've emailed support multiple times, and beyond a single initial reply asking for my system ID, I've heard nothing despite multiple additional requests.

There must be something seriously wrong with Synchron Pianos, not just the crashes but also the crash reports. For months, every single time the app has crashed, I have written a comment and sent it to VSL, and I have always included my email address for followup. My comments have sometimes included requests to kindly reply, but they seem to go into a black hole.

Literally I must have sent about 500 crash reports from my system. I've always used the email address registered with VSL, so they must have gone somewhere. Can you please double check and look for my email address, not just the system ID? (Maybe the system ID changed when I upgraded to macOS 11?)

Many thanks.

Posted on Fri, Jan 01 2021 14:36
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

P.S. Literally Synchron Pianos crashed yet again the moment I pressed a key on my MIDI controller, after sending the last reply. I'm trying to attach a screenshot but "Attach files to this post?" doesn't seem to be doing anything in my browser (Safari). In any case, VSL should have received about a dozen crash reports from my system so far today alone.

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-01U0020atU00203.34.06U0020PM.jpg (127kb) downloaded 0 time(s).

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Posted on Fri, Jan 01 2021 14:53
by Andreas8420
Joined on Mon, Dec 02 2019, Vienna, Posts 60

Yes, something is off here. We are looking into this and get back to you in your existing email cases.

Best regards.
Andreas

Technical Support - Vienna Symphonic Library
Posted on Fri, Jan 01 2021 14:55
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Could you at least confirm that you received the crash report in the screenshot a few minutes ago?

VSL should have literally hundreds of crash reports from my system. I've sent at least that many.

Posted on Fri, Jan 01 2021 15:03
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Here's yet another crash report that just happened. Literally Synchron Pianos crashes about every few minutes when I'm using it, and this is on a state-of-the-art modern system (Core i9, 64GB RAM, all SSD's, etc.).

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-01U0020atU00204.02.00U0020PM.jpg (96kb) downloaded 2 time(s).

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Posted on Fri, Jan 01 2021 18:16
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Here's another crash... this must be around 20 crashes today alone.

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-01U0020atU00207.15.11U0020PM.jpg (73kb) downloaded 0 time(s).

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Posted on Fri, Jan 01 2021 19:46
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Here's yet another random crash.

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-01U0020atU00208.45.38U0020PM.jpg (56kb) downloaded 0 time(s).

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Posted on Sat, Jan 02 2021 11:52
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Today Synchron crashed in some unique circumstances. I'm posting the screenshot here in case it didn't get transmitted for some reason.

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-02U0020atU002012.51.06U0020PM.jpg (105kb) downloaded 4 time(s).

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Posted on Sat, Jan 02 2021 18:04
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Here's another crash report. Posting here in case submitting it through the software doesn't work again.

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-02U0020atU00207.03.41U0020PM.jpg (84kb) downloaded 0 time(s).

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Posted on Sat, Jan 02 2021 18:43
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Another crash today.

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-02U0020atU00207.42.42U0020PM.jpg (74kb) downloaded 0 time(s).

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Posted on Sat, Jan 02 2021 19:11
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 12761

Hi Alkan, 

Thanks, those reports will be looked at asap (which probably means monday). 

Best, 
Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Sat, Jan 02 2021 20:11
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Hi Paul,

The program (almost) always crashes immediately upon pressing a key on my MIDI controller (Kawai VPC), attached via MIDI cable (not USB) to a Focusrite Scarlett 18i8 (1st generation). Often not playing for a minute or more seems to trigger the crash: As soon as a key is pressed again, Synchron crashes. Other crashes are purely random and occur while playing.

I've sent crash reports every time for months, so you should have literally many hundreds of them by now!

Posted on Sat, Jan 02 2021 20:13
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Another crash upon pressing a MIDI key. :-( This time the Mac was woken from sleep mode, yet Synchron (surprisingly) worked. However, after taking a minute or two to reply to the VSL thread, it crashed again as soon as I pressed another key.

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-02U0020atU00209.13.23U0020PM.jpg (73kb) downloaded 0 time(s).

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Posted on Sat, Jan 02 2021 20:30
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Another crash upon pressing a MIDI key. Synchron had been running in the background but macOS did not enter sleep mode and the screen remained on.

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-02U0020atU00209.29.06U0020PM.jpg (65kb) downloaded 0 time(s).

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Posted on Sat, Jan 02 2021 20:43
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Another crash. Steps to reproduce: Load Synchron, wait a couple minutes, then press a MIDI key.

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-02U0020atU00209.42.52U0020PM.jpg (59kb) downloaded 0 time(s).

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Posted on Sat, Jan 02 2021 21:28
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Another crash after idling, then pressing a MIDI key

Alkan attached the following image(s):
ScreenU0020ShotU00202021-01-02U0020atU002010.27.36U0020PM.jpg (58kb) downloaded 0 time(s).

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Posted on Sun, Jan 03 2021 11:44
by Paul
Joined on Sat, Aug 03 2002, Vienna, Posts 12761

Hi Alkan, 

We'll check those reports next week, currently, it's "only" support working (first weekend in the new year). 

Very unusual, this behaviour... 

Thanks for your patience, 

Paul

Paul Kopf
Product Manager - Vienna Symphonic Library
Posted on Sun, Jan 03 2021 12:30
by Alkan
Joined on Mon, Aug 17 2015, Posts 26

Thanks, Paul. Could someone at VSL perhaps confirm that you've received my hundreds of crash reports over the past half a year or so? I'm guessing there must be at least 500. I started posting some screenshots here in case they're not received for some reason. This crash behavior has persisted through different macOS and Synchron versions. FWIW, I'm using a pretty high-end and well-maintained system, so I can't think of any hardware or software that might trigger this problem.

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