Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 11 Nov 06:42PM (edited 11 Nov 06:43PM) Hide picture Hey you all, I really have a big and strange problem. I´m on Sibelius since Version2 , I use it between 8 and 14 hours a day and normally I can fix anything by myself (sometimes with a little help from this forum :-) This time it´s different. Parts of my Sibelius 7 sound library disapeared. When I work in bigger scores (nirmal symphonic orchestra) the sounds are covered down to the trumpets and then... nothing. But even in smaller scores (some not bgger then 6 or 7 Instruments) some sounds are missing. I just reinstalled the whole library (including the updates), but nothing changed. My specs: Sibelius 7.1.3, everything is updates, also the library updates are installed. Mac Book Pro with 16 GB DDR and OS 10.9.5 running. Does it make any sense to reinstall the program? Are there any obvious things i oversee? (god this would be great, at least it would fix it). I struggle with this for two months now, working with the sibelius 6 soundset (works fine, sounds terrible) and try to fix it . Is it possible thatI changed anything by mistake in the preferences? (i can´t imagine, but at the moment I am willing to believe anything) Really hope for help, all the best, Stephan Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Robin Walker - 11 Nov 07:02PM Hide picture > I just reinstalled the whole library Could you be more specific on exactly how the whole library was re-installed? Be very specific, list every detail. > Does it make any sense to reinstall the program? Not really. What is the current size of the folder: Macintosh HD/Library/Application Support/Avid/Sibelius Sounds/Sibelius 7 Sounds/ Please run the Mac OS maintenance procedure known as "Repair Disk Permissions". -- Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Bob Morabito - 11 Nov 07:06PM Hide picture I would also restart your computer. Thanks Bob -- Bob Morabito Sib 5.2.5, 6.2, 7.1.3. 7.5.1 Mac OS 10.9.5 iMac 32GB RAM, 1 TB SSD Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 11 Nov 07:10PM Hide picture Hey Robin, thank you for your very quick reply. According to your questions: I installed the library from the four CDs which arrives in the box. Starting with CD one. I´m afraid there are not very much more details to say. The folder size is 36.85 GB . I already tryed "Repair disk Permission. Didn´t changed anything. Best, Stephan Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 11 Nov 07:12PM Hide picture Hey Bob, thanks for the hint, but as I wrote: I have this problem since weeks and really tryed anything what comes to my mind to fix it... and restarting the computer was one of the first things. Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 11 Nov 07:20PM Hide picture Would it make sense to upgrade to 7.5? Does 7.5 use the same soundset? Would it be better to fix it FIRST? I´m in the middle of e really huges project and I hate to change during a project, but I hate much more to fight everyday against my soundset. Any opinions??? Best Stephan Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Bob Morabito - 11 Nov 07:37PM (edited 11 Nov 08:02PM) Hide picture Hi Stephan- Youre welcome:) While continuing to check Sibelius, I would also check your computer- for example that your RAM was good was good by performing the Apple Hardware Test-- http://www.cnet.com/how-to/how-to-test-the-ram-on-your-mac/ Also Disk Utility to verify and possibly repair your disk. I'd also consider contacting Sib support- Please complete the form here: http://www.sibelius.com/documents/contact_form.html and also pls see: http://www.sibelius.com/helpcenter/contact.html Thanks Bob -- Bob Morabito Sib 5.2.5, 6.2, 7.1.3. 7.5.1 Mac OS 10.9.5 iMac 32GB RAM, 1 TB SSD Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Robin Walker - 11 Nov 07:39PM (edited 11 Nov 07:43PM) Hide picture > I installed the library from the four CDs which arrives in the box. Starting with CD one. It is necessary to start with the DVD named "Program", and install the Sounds from that one first. After that, then install the Sounds from Content 1, then Content 2, then Content 3. > The folder size is 36.85 GB . That sounds about right. Please ensure that all folders below "Sibelius 7 Sounds" have permissions that make their files readable (at least) to all users. In Sibelius Preferences, please ensure that: Playback -> Sibelius Player Options -> "Maximum number of channels" is set to 128. Please open the file: Macintosh HD/Library/Application Support/Avid/Sibelius Sounds/Libraries/Sibelius 7 Sounds.xml into a plain-text editor, take a screen-shot, and attach the screen-shot here. Do not attempt to copy the text into a post. Please attach the simplest score (.sib score file) you have that exhibits missing instrument sounds, and tell us which ones are missing. -- Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 12 Nov 06:32PM (edited 12 Nov 06:33PM) Hide picture Hey Robin, thank you a lot for taking so much time to answer me. I started with the "Program" Disc, then inserted 1, 2, 3,. Sorry I was a little unclear in my first answer. The permissions in the sibleius 7 sounds folder are fine. The Maximum 128 are fine. I could not find this file: Macintosh HD/Library/Application Support/Avid/Sibelius Sounds/Libraries/Sibelius 7 Sounds.xml. I attache a pretty small score to this reply. In this score I have no sounds from Ten. Sax (reed 1), Trombone and Piano. In Bigger scores at the moment the sounds covers only the Woodwind and Brass down to the trumpets. The rest is silence... If you have any idea.... Best, Stephan Attachment mnlmwyudsfwoduvmektlzqu.sib (141K) Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 12 Nov 06:33PM (edited 12 Nov 06:34PM) Hide picture Hey Bob, thanks for your answer. Checked the RAM... it´s fine. Now I wait for the support or that maybe Robin comes up with an idea. Best, Stephan Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Robin Walker - 12 Nov 07:05PM Hide picture > I could not find this file: > Macintosh HD/Library/Application Support/Avid/Sibelius Sounds/Libraries/Sibelius 7 Sounds.xml. Please attach screen-shots of the Finder displaying the folders (in detailed list format): Macintosh HD/Library/Application Support/Avid/Sibelius Sounds/Libraries Macintosh HD/Library/Application Support/Avid/Sibelius Sounds > In this score I have no sounds from Ten. Sax (reed 1), Trombone and Piano. All staves play back here, using Sibelius under Windows. So the issue might be with the sample library or playback configuration on the Mac. -- Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Bob Morabito - 12 Nov 09:05PM Hide picture >Hey Bob, thanks for your answer. Youre very welcome, Stephan >I attache a pretty small score to this reply. In this score I have no sounds from Ten. Sax (reed 1), Trombone and Piano. This plays fine here also, on a Mac. > I could not find this file: Macintosh HD/Library/Application Support/Avid/Sibelius Sounds/Libraries/Sibelius 7 Sounds.xml. Pls see attachment, in reference to the above, and to Robins' post. Thanks Bob -- Bob Morabito Sib 5.2.5, 6.2, 7.1.3. 7.5.1 Mac OS 10.9.5 iMac 32GB RAM, 1 TB SSD Attachment Screen Shot 2014-11-12 at 3.52.57 PM.png (198K) Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 13 Nov 10:46AM Hide picture Hey Guys, thank you for your help. I can´t say how much I apreciate this. I finally found the xml file (thanks to Bob for the clear advice). He was in the library folder. I attache him as Robin suggested. One thing I just remembered: Just before the problems apeared, I updated my version of Cubase and worked with a different soundcard then ususal. Any ideas? Attachment Bildschirmfoto 2014-11-13 um 11.38.26 AM.png (20K) Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Robin Walker - 13 Nov 11:16AM Hide picture The contents of that .xml file look OK. Could you please attach screen-shots of the following Sibelius dialogue windows: 1. Playback Devices (open on the tab Active Devices); 2. Audio Engine Options. And also, a screen-shot of the "Get Info" panel for the folder: Macintosh HD/Library/Application Support/Avid/Sibelius Sounds/Sibelius 7 Sounds -- Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 13 Nov 11:28AM Hide picture Here they are: Attachment Bildschirmfoto 2014-11-13 um 12.24.53 PM.png (72K) Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 13 Nov 11:29AM Hide picture and here Attachments Bildschirmfoto 2014-11-13 um 12.24.36 PM.png (91K), Bildschirmfoto 2014-11-13 um 12.27.25 PM.png (86K) Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 13 Nov 11:41AM Hide picture And more news from my sythem: I just lost my complete Library. No sounds at all. I´m curious, what the avid support will suggest. If you guys have any idea what this might be: Just throw it in, I´m willing to try anything. And again my question: Does anybody thinks that upgrading to 7.5 will fix this? Best, Stephan Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Robin Walker - 13 Nov 12:17PM Hide picture > And again my question: Does anybody thinks that upgrading to 7.5 will fix this? No. If you have not already done so, please shut down and restart the Mac OS. If the problem remains, please try this: - create a new user account in the Mac OS; - log out of your current account; - log in to the newly created Mac OS user account; - try using Sibelius to play back a score. Does it work now? -- Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 14 Nov 10:25AM Hide picture Hey Robin, thanks for this idea. I really sounded great and I tryed it yesterday evening, but things are getting more werd. When I creat a new suer-account, I have no sounds at all in Sibelius. Even the sibelius 6 essentials are not available anymore. I now try one new thing. I will reinstall the sound library WITHOUT the available updates. I find a report in the internet where this helped... Well, I keep hoping... The support department didn´t react until now... I hope I can fix this problem soon. If you have any other ideas: I will build a little statue of You and put it on my desk if the idea helps :-) Best, Stephan Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Robin Walker - 14 Nov 12:21PM Hide picture > I have no sounds at all in Sibelius. Even the sibelius 6 essentials are not available anymore. Are you quite sure that the "Interface" selected in Sibelius "Audio Engine Options" is the same interface as your loudspeakers are currently connected to? -- Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 14 Nov 12:32PM Hide picture Absolutely! One symptom is also, that in the mixer, all the single instruments show some action, but the missing instruments make no action in the Sibelius player channel... (yes, I know, pretty bad english, but I hope you got what I ment :-) ) best, Stephan Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Bob Morabito - 14 Nov 01:58PM Hide picture If it were me Stephan, at this point Id consider the following-- I had already given you the contact information above to contact support for hopefully free help..Im not sure if you ever heard from them? Of course Id wait to hear what Robin has to say first: 1) Then Id consider contacting Sibelius support for a paid support session-(if the free route above didnt help) "Purchasing further assisted support" http://www.sibelius.com/helpcenter/contact.html or 2) Reinstalling the application--making sure all your user data..playback configurations etc were backed up and saved and if that didnt work 3) Reinstalling the sound library. Again of course, this is if it were me-- however, hopefully Robin or someone else still has a trick up their sleeve, to fix this for you. Thanks Bob -- Bob Morabito Sib 5.2.5, 6.2, 7.1.3. 7.5.1 Mac OS 10.9.5 iMac 32GB RAM, 1 TB SSD Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 14 Nov 02:44PM Hide picture Hey Bob, yes, I guess that´s the way. After trying everything what comes up my mind and following every hint and tip with no success I think I will try this. I just wait for an answer of the support (E filled the form right after you gave me the link, but they seem to be pretty busy.... ) I just reinstalled the sound library (for the 4th time, if I remember right), so I think the only thing I didn´t tryed till now is reinstalling the app. Again a big thank you to you and Robin. I really appreaciate all your idea and help. Best, Stephan Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Bob Morabito - 14 Nov 06:21PM Hide picture > Hey Bob, > > yes, I guess that´s the way. > > After trying everything what comes up my mind and following every hint and tip with no success I think I will try this. > > I just wait for an answer of the support (E filled the form right after you gave me the link, but they seem to be pretty busy.... ) Pls let us know what they say--thanks. > > I just reinstalled the sound library (for the 4th time, if I remember right), so I think the only thing I didn´t tryed till now is reinstalling the app. > > Again a big thank you to you and Robin. I really appreaciate all your idea and help. > > Best, > Stephan Youre welcome Stephan, (for my part:) Thanks Bob -- Bob Morabito Sib 5.2.5, 6.2, 7.1.3. 7.5.1 Mac OS 10.9.5 iMac 32GB RAM, 1 TB SSD Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Robin Walker - 14 Nov 02:53PM Hide picture Stephan, In your post at 11:41 yesterday, you said "I just lost my complete Library. No sounds at all." In your post at 12:32 today you said "all the single instruments show some action, but the missing instruments make no action in the Sibelius player channel". I no longer have any clear idea what problem you have, because these statements are contradicting each other. Do you have "No sounds at all" or do you have some instruments sounding, and some silent? These are different symptoms, with different solution sets. Please try "reset the mixer" as described on the 4th page of section 6.3 of the Sibelius 7.1.3 Reference: - expand the mixer vertically so that the device and patch settings are visible; - hold down the SHIFT key, click on the patch setting of any staff, and in the pop-up menu, select "Auto", then release the SHIFT key. Now try playing the score. -- Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 14 Nov 03:03PM Hide picture Dear Robin, sorry for being unclear. "I lost my whole library" was a temporarily symptom. Today its still so, that some instruments are olaying and some not. I will try to reset the mixer and will be back in a minute Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 14 Nov 03:13PM Hide picture Hey Robin, I tryed it, but, sadly, nothing changed. I guess I will try do make a complete reinstall of the app next week (I have to finish some work this weekend) What do you think? Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Robin Walker - 14 Nov 03:21PM Hide picture I would not expect a re-installation to make any difference. Changing to a new user account is more likely to make a difference. -- Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 14 Nov 03:27PM Hide picture You are right. But the new user account changed nothing (it was a little worser because there I had absolutely NO sounds). Si reinstalling is the only I didnt tryed yet.... Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Robin Walker - 14 Nov 03:49PM Hide picture > (it was a little worser because there I had absolutely NO sounds). You need to configure "Audio Engine Options" in the new account. -- Sibelius 7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 7.0.2, Dolet 6.3 for Sibelius, Windows 7 32-bit SP1, 4GB RAM Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 14 Nov 04:21PM Hide picture I know, and I did, and nothing changed.. Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 14 Nov 04:55PM Hide picture I just ordered my 7.5 upgrade. Should be here on monday. After this I have no more ideas (except something that includes a voodoo preacher to exorcise the ghost out of my macbook). Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Bob Morabito - 14 Nov 06:18PM Hide picture >I just ordered my 7.5 upgrade. Should be here on monday. If the problem persists with Sib 7.5.1 pl see the following. I believe it also applies to Sib 7.5: http://www.sibelius.com/helpcenter/contact.html Technical Support Complimentary Support "All new licenses of and upgrades to Sibelius 7 include 90 days of assisted support by telephone and via online support tickets. When you register your new copy of Sibelius 7, you will receive a nine-digit Avid Support Code (ASC) by email. When starting a new online support ticket or calling us for support by telephone, you will be required to enter this number." Thanks Bob -- Bob Morabito Sib 5.2.5, 6.2, 7.1.3. 7.5.1 Mac OS 10.9.5 iMac 32GB RAM, 1 TB SSD Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Stephan K - 21 Nov 02:29PM Hide picture Hey Bob, Hey Robin, took me a while, but now my problem is FIXED!! At first I installed Sib- 7.5 and NOTHING changed (ok, you all said this before, but I had to go this road by myself) Then, finally the support team get in touch with me and they suggested the following: - Close Sibelius 7 - Delete Sibelius 7 Sounds once. Go to Finder > Go > Go to folder > type "/library" > Application Support > Avid > Sibelius Sounds and delete Sibelius 7 Sounds folder. - Download Sibelius 7.1.3 full sound installer. - Install this. Please don't install any update after that. After this things also didn´t change ( I have to add, tht I also restarted my systhem. So I turned my Computer off and went to baed. When I started the next morning, everything worked fine. The support team has no answer why it was fixed, because I didnt changed anything in between, but thy share my opninion, that I should be just happy to have a working sythem again. So one more time: Thanks for the really kind and highly appreaciated support on this forum, best, Stephan Back to top | All threads

Re: Sib. 7.1.3: BIG Sound Problem Posted by Bob Porter - 21 Nov 03:12PM Hide picture My wife is of the opinion that sometimes you have to treat a misbehaving computer as you might a child. The computer equivalent of "Send them to their room" would be "turn it off and let it think out it's sins". Who knows why things started working (glad they did), but a complete shut-down is different from ( and sometimes better than) a restart. -- Bob Porter Sibelius 7.5.1,W8.1,C2Quad OC'ed to 3.4 Ghz,8 GB slower ram than I'd like, 250GB SSD. Back to top | All threads