580: Sibelius has stopped working

This article only applies to versions 5 and 6 of Sibelius, Sibelius Student and Sibelius First



Sibelius 7 has been redesigned from the ground up so the problems described below no longer apply. If you are running an earlier version of Sibelius, you can upgrade to Sibelius 7 from here:

www.sibelius.com/buy


If you are having problems running Sibelius 4 please refer to Help Center article A492 instead.

We are aware of some issues that result in versions 5 and 6 of Sibelius, Sibelius Student and Sibelius First failing to start up properly.

Symptoms:

These include Sibelius hanging on the splash screen while Creating Toolbar (what does this look like?), or you may get any of the following messages:

0xc0000005 (what does this look like?)

0xc0000142 (what does this look like?)

Runtime Error: R6031 (what does this look like?)

Sibelius has stopped working

Sibelius has stopped working


If you're receiving error 0xc0150002 please refer to Help Center article A548 instead.


Step 1: update your software

If you are running any of the following programs on your computer, make sure you have updated to the latest version:

Please note that you don't need to uninstall or disable any of these applications, but you must restart your computer before the updates take effect.

Other software may be affected. You should also make sure you are running the latest version of Sibelius, which you can download from here.

If you're still having problems please continue to Step 2.


Step 2: run the Sibelius Compatibility Tool

  • Download the Sibelius Compatibility Tool from the link below:

  • Sibelius Compatibility Tool


  • When asked, Open the zip folder
  • Double-click the Double_Click_Me.exe file
  • If prompted to Extract, Run or Cancel, choose Run
  • Important: read the warning at the top of the window
  • Click the 'Fix Now' button.
  • Once it has finished click the Exit button.
  • Now, restart your computer

Try running Sibelius again and see if you are still getting an error. If so, please run Double_Click_Me.exe again and copy the text in the bottom pane into an email to Technical Help.

If you're still having problems please read on.

More information


Step 3: ensure Sibelius can initialize audio and video

Please refer to the articles below for details on how to ensure that Sibelius can initialize audio and video. Even though the symptoms described in the articles may be different from those you are experiencing, the solution is the same.

Playback Devices - www.sibelius.com/A549
Video - www.sibelius.com/A550

If you're still having problems please read on.

More information


Step 4: repair the Microsoft .NET Framework 2.0

The Microsoft .NET Framework 2.0 is a component of Windows; if it is damaged Sibelius will not run. Details on how to repair the .NET Framework are available from Help Center article A600.

If you're still having problems please read on.

More information


Step 5: install Internet Explorer 7

On some computers, we have found installing Internet Explorer 7 will help. You can download it from here:

www.microsoft.com/windows/downloads/ie/getitnow.mspx

If you're still having problems please read on.

More information


Step 6: uninstall RealDownload

Have a look in Start, Control Panel, Add or Remove Programs (or Programs and Features on Windows Vista) for RealDownload. If this is there, select it in the list and uninstall it, then restart your computer. If you're not sure how to remove a program, click here to find out more.

If you're still having problems please read on.

More information


Step 7: prevent other applications from interfering with Sibelius

If you see the message when running the Sibelius Compatibility Tool No known problem settings detected but are still having problems, we have put together some manual steps to help resolve this:

www.sibelius.com/A526


Additional information for users with Acer computers

We are aware of some compatibility issues between eData Security (which is included on most new Acer computers) and Sibelius 5. This causes Sibelius to crash whenever an Open or Save dialog box is opened. We have put together some manual steps to resolve this:

www.sibelius.com/A577

Details

Product
Sibelius
Versions
affected
5.0 - 5.2.5, 6.0 - 6.2
Changed
12 Oct 2011

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