Sib. 7.5: error message Posted by Emily - 20 Nov 06:23PM Hide picture I just purchased and installed Sibelius 7.5. When I launched it the first time I got this message: Can't load the soundset Sibelius 7 Sounds (Chamber). Substituting General MDI instead. This was just after I install Sibelius Sounds 7. Help?! Back to top | All threads

Re: Sib. 7.5: error message Posted by Laurence Payne - 20 Nov 07:18PM (edited 20 Nov 07:18PM) Hide picture Did you install Sounds from all FOUR disks, including the main program disk? And then download all available updates for both program and Sounds? Have you restarted your computer since completing the installations? Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 20 Nov 10:14PM Hide picture Have you actually installed a complete fresh installation of Sibelius? Or did you maybe just install an "updater", which is not a complete installation? -- 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. 7.5: error message Posted by Emily - 20 Nov 11:18PM Hide picture Yes, I installed all four files. This is the first time I've ever purchased Sibelius. Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 20 Nov 11:23PM Hide picture I have also restarted my computer. Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 21 Nov 01:25AM Hide picture I just reinstalled the sounds and installed the updates. No change. I also have no sound when putting in notes and during playback. Back to top | All threads

Re: Sib. 7.5: error message Posted by Laurence Payne - 21 Nov 12:07AM Hide picture > Yes, I installed all four files. This is the first time I've ever purchased Sibelius. OK. What about the downloadable updates? In Sibelius go to File/Help/Check for updates. It will offer you Sibelius 7.5.1 (if you haven't already got it) and point you to the Sounds update downloads. Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 21 Nov 12:31AM Hide picture The error message: "Can't load the soundset Sibelius 7 Sounds (Chamber). Substituting General MDI instead." has nothing to do with missing sounds, patches, or samples. It literally means that it could not find the named soundset file. In other words, it sounds as if the Sibelius application is not correctly installed. This sometimes happens if an updater is erroneously installed instead of the full product. -- 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. 7.5: error message Posted by Laurence Payne - 21 Nov 12:46AM Hide picture This is a new buy, not an upgrade, right? Did you install from four actual disks, or from a download? When I asked if you used all four disks, you didn't QUITE confirm.... Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 21 Nov 02:20AM Hide picture I purchased the download. So if it was installed incorrectly, what do I do? Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 21 Nov 10:57AM Hide picture What was the precise name of the file that you downloaded and installed? -- 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. 7.5: error message Posted by Laurence Payne - 21 Nov 11:03AM Hide picture Do you recognize this page (attached screenshot)? When you bought Sibelius 7.5 online it's where you should have been directed to download the installation files. You need the main Sibelius installer for your platform (Windows or Mac). Not much room for error there. Then you need the BIG Sibelius 7.5 Sounds installer. The smaller "Sibelius Sounds Updater" is for people who have already installed an earlier version. You'll know if you downloaded the right one, from the time you took waiting for it to download. You can also install PhotoScore Lite (useful), AudioScore Lite (don't bother) and Scorch (if you need it, you'll KNOW you need it). Attachment Capture.JPG.jpg (52K) Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 23 Nov 08:39PM Hide picture Yes, I did download, extract, and install each individual component. I know that I used the right Sibelius Sounds because it took over 12 hours. When it came to installing the sounds I could see it "unpacking" each instrument. When I opened up the playback settings it was already on Sibelius 7 sounds( BTW, I I noticed that General Midi wasn't even there). However, nothing was listed in active devices. I had nothing to click on. I went ahead and uninstalled and then reinstalled Sibelius Sounds 7, but I'm still having the problem. Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 23 Nov 09:29PM Hide picture Emily, please attach screen-shots of the following Sibelius dialogue windows (just the windows, not the whole screen): 1. Playback Devices 2. Audio Engine Options -- 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. 7.5: error message Posted by Emily - 23 Nov 09:32PM (edited 23 Nov 09:49PM) Hide picture Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 23 Nov 09:31PM (edited 23 Nov 10:01PM) Hide picture Alright, I'm absolutely furious right now. I finally decided to completely uninstall everything and re-install it. There is no change. This is ridiculous. I've spent 5 days and countless hours trying to get this program to work. Here are several screen shots: Attachments Screenshot (11).png (134K), Screenshot (11).png (134K), Screenshot (10).png (135K), Screenshot (9).png (135K), Screenshot (8).png (136K), Screenshot (7).png (132K), Screenshot (6).png (171K), Screenshot (5).png (173K) Back to top | All threads

Re: Sib. 7.5: error message Posted by Laurence Payne - 23 Nov 09:31PM Hide picture Have you told us what computer and what operating system you have? Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 23 Nov 09:36PM (edited 23 Nov 09:40PM) Hide picture > Have you told us what computer and what operating system you have? Dell laptop and Windows 8.1 Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 23 Nov 09:44PM Hide picture Here are the files I've downloaded. (The unconfirmed is the the 7.5.1 update being re-installed) Attachment Screenshot (12).png (196K) Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 23 Nov 09:58PM Hide picture Please could we see a screen-shot of Sibelius's "Audio Engine Options" -- 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. 7.5: error message Posted by Emily - 23 Nov 10:03PM Hide picture > Please could we see a screen-shot of Sibelius's "Audio Engine Options" > > -- > 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 Attachment Screenshot (13).png (158K) Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 23 Nov 10:09PM Hide picture In Windows control panel Sound, tab "Playback" what is the selected "Default Device"? In Sibelius Audio Engine Options, what other options are available in the drop-down menu "Interface"? When Sibelius starts up, do you hear the start-up music? When Sibelius starts up, are there any error messages? If so, please copy them here verbatim. -- 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. 7.5: error message Posted by Emily - 23 Nov 10:18PM (edited 23 Nov 10:20PM) Hide picture > In Windows control panel Sound, tab "Playback" what is the selected "Default Device"? > > In Sibelius Audio Engine Options, what other options are available in the drop-down menu "Interface"? > > When Sibelius starts up, do you hear the start-up music? > > When Sibelius starts up, are there any error messages? If so, please copy them here verbatim. > > -- > 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 Attached are screen shots to answer your first two questions. There is no start-up music. When I launch the program I'm still getting the original error message. Attachments Screenshot (14).png (181K), Screenshot (15).png (164K), Screenshot (15).png (164K) Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 23 Nov 10:27PM Hide picture Does any other application on this laptop produce sound output? The absence of start-up music is very serious, as that music is played through ordinary Windows methods, not through Sibelius's Audio Engine. Are there any other audio-producing applications open which are blocking Sibelius's access to audio output? -- 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. 7.5: error message Posted by Emily - 23 Nov 10:32PM Hide picture > Does any other application on this laptop produce sound output? The absence of start-up music is very serious, as that music is played through ordinary Windows methods, not through Sibelius's Audio Engine. > > Are there any other audio-producing applications open which are blocking Sibelius's access to audio output? > > -- > 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 I get sound for everything else on my laptop( including finale, which was becoming a pain to work with which is why I switched to Sibelius). I'm not quite sure what you mean concerning your second question. I have no other programs running when trying to run Sibelius. Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 23 Nov 10:41PM Hide picture Does it appear that all my settings are correct in all the screenshots I've posted? Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 23 Nov 10:50PM Hide picture Something is badly wrong here, and I suspect that it might not be Sibelius. Something in this laptop is blocking Sibelius from using any audio output whatsoever, so Sibelius is generating error messages because it cannot find any usable audio output device. Hence the absence of the General MIDI (Basic) player device, and the failure of Sibelius Player. Does this PC have any anti-malware or anti-virus systems installed? If so, can you disable them, then try launching Sibelius afterwards. Is there anything out of the ordinary about this PC, it configuration, or its recent history? -- 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. 7.5: error message Posted by Robin Walker - 23 Nov 10:54PM Hide picture You can try the following extreme measure: Ensure Sibelius is quit. From the Windows 8.1 Start screen, click the down-arrow to get the list of apps. Under the heading "Avid", open folder "Sibelius 7.5", then open "Sibelius 7.5 User Data". In the folder that opens in response, delete the sub-folder "PlogueEngine". Now launch Sibelius and see if anything has improved. -- 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. 7.5: error message Posted by Bob Morabito - 23 Nov 10:56PM Hide picture Has the suggestion of creating a new user account with administrative privileges, and launching Sib under that been tried? Just a thought 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. 7.5: error message Posted by Emily - 23 Nov 11:05PM Hide picture > Has the suggestion of creating a new user account with administrative privileges, and launching Sib under that been tried? > > Just a thought > > 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 How would I do that? Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 23 Nov 11:04PM Hide picture > You can try the following extreme measure: > > Ensure Sibelius is quit. From the Windows 8.1 Start screen, click the down-arrow to get the list of apps. Under the heading "Avid", open folder "Sibelius 7.5", then open "Sibelius 7.5 User Data". In the folder that opens in response, delete the sub-folder "PlogueEngine". > > Now launch Sibelius and see if anything has improved. > > -- > 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 There is no app for Avid. Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 23 Nov 11:09PM Hide picture > There is no app for Avid. There should be a heading "Avid" after the alphabetic list. -- 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. 7.5: error message Posted by Emily - 23 Nov 11:22PM Hide picture > > There is no app for Avid. > > There should be a heading "Avid" after the alphabetic list. > > -- > 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 Nope. Not there. I even did a search. Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 23 Nov 11:31PM Hide picture > Nope. Not there. I even did a search. Windows search is useless for this purpose. - ensure Sibelius is quit; - hold down the Windows key and press the R key to open the Run box; - in the Run box, type precisely: %appdata% - click OK; - in the folder that opens, open sub-folder "Avid"; - in the "Avid" folder, open sub-folder "Sibelius 7.5"; - in the "Sibelius 7.5" folder, delete the sub-folder "PlogueEngine"; - now try launching Sibelius. -- 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. 7.5: error message Posted by Emily - 23 Nov 11:47PM Hide picture > > Nope. Not there. I even did a search. > > Windows search is useless for this purpose. > > - ensure Sibelius is quit; > - hold down the Windows key and press the R key to open the Run box; > - in the Run box, type precisely: %appdata% > - click OK; > - in the folder that opens, open sub-folder "Avid"; > - in the "Avid" folder, open sub-folder "Sibelius 7.5"; > - in the "Sibelius 7.5" folder, delete the sub-folder "PlogueEngine"; > - now try launching Sibelius. > > > -- > 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 I tried it. Still getting the error message and no sound. Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 23 Nov 11:02PM Hide picture Disabled anti-virus. No change. Back to top | All threads

Re: Sib. 7.5: error message Posted by Emily - 23 Nov 11:08PM Hide picture > Something is badly wrong here, and I suspect that it might not be Sibelius. Something in this laptop is blocking Sibelius from using any audio output whatsoever, so Sibelius is generating error messages because it cannot find any usable audio output device. Hence the absence of the General MIDI (Basic) player device, and the failure of Sibelius Player. > > Does this PC have any anti-malware or anti-virus systems installed? If so, can you disable them, then try launching Sibelius afterwards. > > Is there anything out of the ordinary about this PC, it configuration, or its recent history? > > -- > 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 I disabled my anti-virus and launched Sibelius. No change. I don't think there is anything out of the ordinary. Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 23 Nov 11:27PM Hide picture Please try the following: - ensure Sibelius is quit; - open Windows control panel "Sound"; - right-click on the selected "Default Device", and select "Properties"; - select tab "Advanced"; - under "Exclusive Mode", uncheck both check-boxes; - click OK all the way out. Now try launching Sibelius, and see whether anything is better. Also, check for any possible background application (such as those launched by Windows automatically at start-up). Open Windows Task Manager, and look at the list of running processes. Is there anything there that uses audio output? Skype? iTunes? Spotify? Anything like that? Terminate all such applications, and try Sibelius again. -- 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. 7.5: error message Posted by Robin Walker - 23 Nov 11:34PM Hide picture In my time-zone, it is past bed-time. Back tomorrow. -- 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. 7.5: error message Posted by Emily - 23 Nov 11:38PM Hide picture > Please try the following: > > - ensure Sibelius is quit; > - open Windows control panel "Sound"; > - right-click on the selected "Default Device", and select "Properties"; > - select tab "Advanced"; > - under "Exclusive Mode", uncheck both check-boxes; > - click OK all the way out. > > Now try launching Sibelius, and see whether anything is better. > > Also, check for any possible background application (such as those launched by Windows automatically at start-up). Open Windows Task Manager, and look at the list of running processes. Is there anything there that uses audio output? Skype? iTunes? Spotify? Anything like that? Terminate all such applications, and try Sibelius again. > > -- > 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 R No change. No apps running. Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 24 Nov 11:14AM Hide picture Emily, I think we have now exhausted all obvious ideas (and some non-obvious ones too). Since this is an initial installation problem, you are entitled to free support from Avid. I suggest that you report your issue to Avid technical support at: http://www.sibelius.com/documents/contact_form.html You might wish, on the report form, to give them the URL for this thread on this forum, so that they can see for themselves what has already been tried, to prevent any needless repetition. The URL for this thread, if you wish to copy it, is: http://www.sibelius.com/cgi-bin/helpcenter/chat/chat.pl?com=thread&start=664430&groupid=3 It is particularly relevant to stress with them that: - the start-up music does not play; - there are error messages at every launch; - neither Sibelius Player nor Microsoft GM Synth will play, or even self-test. If Avid support fix this problem, please report back in this thread what the fix was, so that we can be aware of it for any future similar reports. -- 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. 7.5: error message Posted by Emily - 24 Nov 06:03PM Hide picture I can't find my ASC #. Also, is there not a phone number I can call? I would really like to speak to someone. Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 24 Nov 06:35PM Hide picture You do not need an ASC for the support URL that I gave you above. -- 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. 7.5: error message Posted by Robin Walker - 24 Nov 06:47PM Hide picture One more thing to try for yourself: please update the Windows drivers for the Realtek High Definition Audio device by going to http://www.realtek.com/ and following the link "HD Audio Codec Driver", then download the appropriate driver (32-bit or 64-bit) for your Windows system, and run the downloaded installer. After a Windows restart, try Sibelius again. -- 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. 7.5: error message Posted by Emily - 25 Nov 06:36PM (edited 25 Nov 06:38PM) Hide picture Well, I finally found my code and got a hold a phone support. The gentleman I spook to was very helpful. He thought the that problem was not the sibelius sounds but rather the original sibleius download. He believed that something had gone wrong during the initial installation. I told him that I'd already uninstalled and re-installed it a couple times. He went deeper into my computer files though, and found some that needed to be deleted in order to completely wipe sibleius from my system. He then re-installed it and bingo! it worked! Thank you all for trying to help me. At least it's finally fixed! Back to top | All threads

Re: Sib. 7.5: error message Posted by Robin Walker - 25 Nov 09:12PM Hide picture So, what was it that was deleted to fix the problem? Enquiring minds would like to know! Glad to hear that you are up and running! -- 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