Problems booting up Sibelius First. Splash screen says "initializing playback system". Another window says "preparing to install…" and after many minutes, we get "Install server not responding" (with option to retry or cancel) Before this, I had not used Sibelius in a few weeks. But I had just troubleshot a flexi-time latency problem with tech support, and they advised installing and using Sibelius Sound driver. This worked, but now Sibelius doesn't load.
Things I tried: rebooted, uninstalled and reinstalled Sibelius, updated all sound drivers, killed sound oriented processes before starting up Sibelius, deleted directory C:\Users\raj_s\AppData\Roaming\Avid\Sibelius\PlogueEngine, installed registry values that would enable playback engine logging. However, I never found the VST.log file that should have been created from these registry entries.
Tried opening Reaper, setting audio device to "direct sound" and input device "primary sound driver." Then launched Sibelius --> still hangs. Seems to be getting hung up after working with Yamaha Steinberg. Tried setting audio device to WASAPI in Reaper, along with enabling Microsoft WaveTable synth --> still hangs.
What version number of Sibelius First?
What version of Windows?
By what means did you launch Sibelius First? From the Start menu, or something else? Be specific.
How many, and which, versions of Sibelius or Sibelius First do you have installed simultaneously on this Windows system?
If a Windows installation starts at the same time as you launch an application, this generally indicates that the application was not correctly installed last time, or the installer did not complete. You should not allow both the application and its installer to proceed in parallel. You probably need to re-install the version of Sibelius First that you are trying to use. Some screen-shots of these issues would be helpful.
Please identify the brand and model of sound card, and the date and version number of the device driver that Windows is using for that sound card.
Selecting devices in Reaper has no effect on the configuration of Sibelius, and Reaper just gets in the way. Ensure that Reaper is completely quit, and not even in the background, when you launch Sibelius.
--
Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
To answer your questions...
I launched Sibelius from the start menu and by double-clicking the desktop icon. Both gave the same result.
According to 'add or remove programs' I just have 1 "Sibelius" program installed, but under processes, it lists 'Sibelius First.'
The splash screen reports the version Sibelius: 2018.5 build 1755.
I'm not purposely trying to run an installation. I'm just trying to run Sibelius, but the program insists on installing something.
Under device manager, under Sound, I see NVIDIA Virtual Audio Device (Wave Extensible) (WDM) and Realtek High Definition Audio and Intel(R) Display Audio. There are 2 other devices based on bluetooth.
Reaper was closed after my setting the audio device. I thought maybe that's a sticky setting that survives after the program has closed.
Let me know if I missed any of your questions.
I assume that you originally installed this Sibelius (the "Lite" version of the product, which used to be branded Sibelius First) from a downloaded installer. If you still have that downloaded installer, we are going to use it again. If you do not still have it, then please download it again.
Please do these things in this order:
- ensure that Sibelius is fully quit (not even lurking in the background), or restart Windows to ensure that no applications are running;
- open Windows Task Manager, and click tab "Details";
- from the Details list:
-- right-click on "AvidApplicationManager.exe" and select "End Task";
-- right-click on "AvidAppManHelper.exe" and select "End task";
- now locate the downloaded Sibelius installer file, which should be a .zip archive;
- right-click on the icon of the downloaded .zip file, and select "Extract all...";
- in the extracted folder that opens, double-click "Install_Sibelius.exe" and let the installer run;
- let the installer run to completion, however long it takes: do not cancel it.
When the installer completes, choose the option to view the installation log. When the log has opened in Notepad, save it at some known location in case we want to view it.
As an independent investigation, in Windows Device Manager, expand the section "Sound video and game controllers", and double-click on the "Realtek High Definition Audio" entry, to open the Properties panel. In the Properties panel click the tab "Driver", and then tell us the "Driver Date" and "Driver version" data.
--
Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
Killed both Avid processes.
When I launched the installer again, the options were "Repair" or "Remove." I tried "Repair." Sibeliusx64Install.log was saved to my Docs folder. Although I had relatively low hopes, I tried running the app again. No luck. Should I cut and paste the contents of the logfile?
Realtek High Definition Audio Properties (on my system):
Driver Date: 2/13/2018
Driver Version: 6.0.1.8378
If after waiting 20 minutes of "preparing to install..." and then getting the "install server not responding" message, I click 'cancel' as opposed to 'retry,' Sibelius actually boots up, but in a grossly impaired state. Incredibly slow.
Under Play/Setup, I set the configuration to 'Microsoft GS WaveTable Synth/MIDI', because before it was set to 'Sibelius 7 first sounds.' I saved my file and closed Sibelius.
Tried starting up Sibelius again, and got the hanged window - 'Windows Installer' saying 'Preparing to install...' Thought I might be onto something by changing the playback configuration, but no...
The problem started when I installed Sibelius 1st Sounds, so I wonder if there's an interaction there.
You need to understand that the sibelius sounds will take a lot longer than 20 mins. Even though the sib 1st sounds are a lot smaller than the proper Sib ultimate.
--
Win 10 Pro x64, 1.6GHz Intel i7 Quad core, 8GB,7TB 7200rpm HDD, Scarlett 6i6, Sib 6.2,7.5, 8.7.0 NotePerformer, GPO4 & 5, COMB2, EWQLSO Plat, EWQLSC,
Si me castigare vis, necesse est me intellexisse.
> You need to understand that the sibelius sounds will take a lot longer than 20 mins. Even though the sib 1st sounds are a lot smaller than the proper Sib ultimate.
>
> --
> Win 10 Pro x64, 1.6GHz Intel i7 Quad core, 8GB,7TB 7200rpm HDD, Scarlett 6i6, Sib 6.2,7.5, 8.7.0 NotePerformer, GPO4 & 5, COMB2, EWQLSO Plat, EWQLSC,
> Si me castigare vis, necesse est me intellexisse.
However, even if I wait the prerequisite 20 minutes, Sibelius doesn't launch correctly. I'm not purposely trying to install something, but it seems the windows installer gets invoked anyways.
As a curiosity, I reinstalled Sibelius 1st Sounds to see if that had any effect on the broken Sibelius program. No luck yet. I don't know how to remove Sibelius 1st Sounds, since it doesn't show up under 'add/remove programs.' I would have tried that if I knew how.
Could you repeat the sequence in my post of "27 May 09:48", but first *uninstalling* the existing Sibelius, using:
Settings -> Apps -> Apps & Features.
--
Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
I had already tried uninstalling and reinstalling Sibelius, as I wrote in my original post (from 26 May 16:58), but maybe it'll work if I terminate Avid(...).exe programs beforehand. This time I also uninstalled the Sibelius Fonts program.
Next I looked for the tasks:
"AvidApplicationManager.exe"
"AvidAppManHelper.exe"
But I couldn't find them in the Task Manager. They probably got killed when I uninstalled Sibelius.
Reinstalling, I saved a 2nd log file which is available if needed.
Sadly, I had the same result.
It hangs during startup - "preparing to install..."
This time I made a screenshot.
I looked for 'error' in the logfile. Here's what I found:
MSI (c) (24:38) [09:10:55:849]: Note: 1: 2262 2: Error 3: -2147287038
MSI (s) (9C:DC) [09:11:48:319]: Note: 1: 2262 2: Error 3: -2147287038
Looking in the log, I found the following lines.
MSI (s) (9C:DC) [09:12:00:213]: Attempting to delete file C:\WINDOWS\Installer\a787991.mst
MSI (s) (9C:DC) [09:12:00:262]: Attempting to delete file C:\WINDOWS\Installer\a787991.mst
MSI (s) (9C:DC) [09:12:00:262]: Unable to delete the file outside of the engine. LastError = 2
the last line:
MSI (c) (24:38) [09:12:48:458]: Windows Installer installed the product. Product Name: Sibelius. Product Version: 18.5.0.1755. Product Language: 1033. Manufacturer: Avid Technology. Installation success or error status: 0.
> I looked for 'error' in the logfile. Here's what I found:
>
> MSI (c) (24:38) [09:10:55:849]: Note: 1: 2262 2: Error 3: -2147287038
> MSI (s) (9C:DC) [09:11:48:319]: Note: 1: 2262 2: Error 3: -2147287038
> Looking in the log, I found the following lines.
> MSI (s) (9C:DC) [09:12:00:213]: Attempting to delete file C:\WINDOWS\Installer\a787991.mst
> MSI (s) (9C:DC) [09:12:00:262]: Attempting to delete file C:\WINDOWS\Installer\a787991.mst
> MSI (s) (9C:DC) [09:12:00:262]: Unable to delete the file outside of the engine. LastError = 2
>
> the last line:
> MSI (c) (24:38) [09:12:48:458]: Windows Installer installed the product. Product Name: Sibelius. Product Version: 18.5.0.1755. Product Language: 1033. Manufacturer: Avid Technology. Installation success or error status: 0.
All those entries are normal, and appear during a successful installation log. So, did this installation run to completion and succeed?
--
Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
When you get the message the message "Windows installer": "Preparing to install...", if you let that installer run, what is the product that it is trying to install? Are there any other dialogues or splash screen that would help identify it?
--
Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
Upon restarting Windows, nothing happens. There is no hung "Preparing to install" message. However, when I double-click the Sibelius icon on my desktop, I'm hoping to launch the program, but unfortunately, the program doesn't launch. Instead I get 20 minutes of "preparing to install..." followed by "install server not responding." Boo.
To reply to your other question, yes, every time I installed Sibelius, it appeared to install OK, now supported by the lines in the logfile.
- Send your web browser to:
https://docs.microsoft.com/en-gb/sysinternals/downloads/autoruns and download the "Autoruns.zip" file to a known location on disk;
- using Windows File Explorer, navigate to that known download location, right-click on the icon of the downloaded Autoruns.zip file, and select "Extract All...";
- in the unzipped folder, right click on the icon of the file Autoruns64.exe, and select "Run as administrator";
- when the User Account Control dialogue pops up, assent with "Yes";
- when Autoruns64 has finished populating its window, click the tab "AppInit";
- take a screen-shot of the AppInit results, and attach the screen-shot here.
--
Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
> Please try the following:
>
> - Send your web browser to:
> https://docs.microsoft.com/en-gb/sysinternals/downloads/autoruns > and download the "Autoruns.zip" file to a known location on disk;
> - using Windows File Explorer, navigate to that known download location, right-click on the icon of the downloaded Autoruns.zip file, and select "Extract All...";
> - in the unzipped folder, right click on the icon of the file Autoruns64.exe, and select "Run as administrator";
> - when the User Account Control dialogue pops up, assent with "Yes";
> - when Autoruns64 has finished populating its window, click the tab "AppInit";
> - take a screen-shot of the AppInit results, and attach the screen-shot here.
>
I ran the Autoruns64.exe and obtained the attached results.
Interesting program!
> > I get 20 minutes of "preparing to install..." followed by "install server not responding."
>
> What happens if you click the "Cancel" button shown on that popup?
>
> --
> Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
A seemingly interminable 'Canceling...' window. Screenshot attached.
The AppInit tab of the AutoRun64.exe was empty, as may be seen in the attached screenshot. Maybe I'm not driving this tool correctly. I tried both before and after launching Sibelius.
OK, so there are no AppInit items interfering with Sibelius.
Next:
- restart Windows to ensure that Sibelius is not running;
- hold down the Windows key and type 'r';
- in the Run box, type precisely:
%appdata%
and click OK;
- in the folder "Roaming" that opens, open sub-folder "Avid";
- in "Avid", open sub-folder "Sibelius First";
- in "Sibelius First", open sub-folder "PlogueEngine";
- from folder PlogueEngine, open the file "PlogueEngine_x64.log" into Notepad;
- In Notepad, Select All (Ctrl-A), and Copy (Ctrl-C) the entire contents;
- then Paste (Ctrl-V) into your next post in this thread. The log will be very long, don't worry.
--
Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
Two questions from me:
1. If you failed to install sibelius how did you get a sibelius icon on your desktop?
2. To what location did you download the sibelius installer?
Actually, it's 3 questions - do you have antivirus/antimalware software installed? Particularly Macafee?
Apologies if you have already said this.
--
Win 10 Pro x64, 1.6GHz Intel i7 Quad core, 8GB,7TB 7200rpm HDD, Scarlett 6i6, Sib 6.2,7.5, 8.7.0 NotePerformer, GPO4 & 5, COMB2, EWQLSO Plat, EWQLSC,
Si me castigare vis, necesse est me intellexisse.
1. The installation was apparently successful, as per the installation log file.
2. I downloaded to my 'downloads' directory and ran it from there.
3. I don't have MacAfee. Just MalwareBytes.
> Also, please list all the files contained within the folder:
> C:\Program Files\Avid\VSTPlugins\
>
> --
> Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
I couldn't find that directory. Under C:\Program Files\Avid\, I found the following directories:
Application Manager
Licenses
Sibelius
> OK, so there are no AppInit items interfering with Sibelius.
>
> Next:
>
> - restart Windows to ensure that Sibelius is not running;
> - hold down the Windows key and type 'r';
> - in the Run box, type precisely:
>
> %appdata%
>
> and click OK;
> - in the folder "Roaming" that opens, open sub-folder "Avid";
> - in "Avid", open sub-folder "Sibelius First";
> - in "Sibelius First", open sub-folder "PlogueEngine";
> - from folder PlogueEngine, open the file "PlogueEngine_x64.log" into Notepad;
> - In Notepad, Select All (Ctrl-A), and Copy (Ctrl-C) the entire contents;
> - then Paste (Ctrl-V) into your next post in this thread. The log will be very long, don't worry.
>
> --
> Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
I didn't find the PlogueEngine_x64.log in 'Sibelius First' directory, rather in %AppData%\Roaming\Avid\Sibelius\PlogueEngine.
Anyhow, here are the contents...
===============================================
I:0x 710:89476:260784086:C:\Users\raj_s\AppData\Roaming/Avid/Sibelius/PlogueEngine/PlogueEngine_x64.log opened on: Mon May 28 22:49:57 2018
I:0x 710:89476:260784086:-------------------------------------------------------------------------------
I:0x 710:89476:260784086:Checking reWire lock path: C:\Users\raj_s\AppData\Roaming/Avid/Common/sibelius.rewire
I:0x 710:89476:260784086:Instance::init() 0x000000001E2A5AA0 in
I:0x 710:89476:260784086:DSPInfo ctor
I:0x 710:89476:260784086:PpqEpsilon:0.000377929
I:0x 710:89476:260784086:Using SampleRate:44100
I:0x 710:89476:260784086:Using BufferSize:512
I:0x 710:89476:260784086:Instance::init() 0x000000001E2A5AA0 out
I:0x 710:89476:260784086:Number of physical cores : 4
I:0x 710:89476:260784086:Using PortAudio V19-devel (Plogue) (built May 2 2018 21:10:10)
I:0x 710:89476:260784086:Initialising Devices...
I:0x 710:89476:260784086:-------------------------------------------------------------------------------
I:0x 710:89476:260784217:INFO: ASIO names[0]:ASIO4ALL v2
I:0x 110:89476:260784427:INFO: ASIO names[1]:Yamaha Steinberg USB ASIO
===============================================
I uninstalled ASIO4ALL --> no change. Still hangs.
Then I uninstalled Yamaha Steinberg USB Driver --> boots up!
Then I reinstalled ASIO4ALL --> still boots up.
It seems there is an incompatibility between the Yamaha Steinberg USB driver and Sibelius. Would you be willing to check this on your side as well? I will likely need this driver if I want to play the MOXF8 into my DAW or Sibelius.
> Then I uninstalled Yamaha Steinberg USB Driver --> boots up!
>
> It seems there is an incompatibility between the Yamaha Steinberg USB driver and Sibelius.
I have been assisting a user on another forum with the same symptoms as yourself, and they had the "Yamaha Steinberg USB driver" as well.
Make sure that Sibelius is fully quit at the time when you re-install the latest version of the driver.
Then try launching Sibelius, and check whether the problems return.
Can you recall when this problem started? Was it when you first installed the Yamaha driver, or had the driver been installed for some time and in normal use by Sibelius, and the problem only started when the PC had a Windows update?
--
Sibelius 2018.4.1/7.5.1/7.1.3/6.2/5.2.5, PhotoScore Ult 8.8.2, Dolet 6.6 for Sibelius, Windows 10 64-bit 16GB. Desktop, and Microsoft Surface Book.
sibelius hang problem.jpg