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eLicenser Control Center error

Posted: Wed Dec 13, 2017 8:25 pm
by Marc de Ruiter
After Upgrading win10 to creators fall, this message appears when starting Cubase Pro 9:
eLicenser Control Center error.
Application 'Cubase / Cubase Artist' has caused the following error:
An important service has become unresponsive.
Please restart your computer to fix this problem.
Please visit <www.eLicenser.net> to download and install the latest version of the eLicenser Control software in case the problem persists.
Options:
- Click <Ok> to abort.
Of course I visited <www.eLicenser.net> and did a complete reinstall with a complete deletion of all drivers. Followed all kinds of advises like installing, starting and repairing eLicenser as admin. Still the same message.

Re: eLicenser Control Center error

Posted: Wed Dec 13, 2017 8:57 pm
by nordlead26
this happened yesterday to me... but is solved now...

Steps I followed because I experienced this a couple of times after new win updates was:

- Take out your dongle of computer and then make full and clean uninstall of eLicenser (I usually use IObit uninstaller to delete / find residuals)
- Then Clean install as administrator
- Turn off computer, connect your dongle again
- Turn on computer, and open eLicensor as administrator and do the maintain ...

This should work

Re: eLicenser Control Center error

Posted: Wed Dec 13, 2017 10:00 pm
by Marc de Ruiter
Thanx for your advise. That is exactly what I did, but it doesn’t seem to work.

Re: eLicenser Control Center error

Posted: Sat Dec 16, 2017 11:26 am
by Marc de Ruiter
Actions I took to solve this:
-installed the newest eLicenser software.
-uninstall eLicenser software and delete every file that was left as discribed in the kb. reinstalled the newest eLicenser software with account elevation. Ran eLicenser software maintenance with account relevation.
-pressed the reactvation button in mysteinberg and copied the new(?) code in the new activation dialogue in eLicenser Control Center.
-placed a support call. No real reaction yet (since monday 11 dec)
-followed the instructions of nordlead26, including an uninstall with IObit.
-searched C: drive for *.sel and deleted an expired mp3 license bydeleting the*.sel file.
-checked if any cubase component was running with account elevation. (Taskmanager details)
-installed Reaper which runs without problems. Made a support call for a minor issue and had an answer in 2 hours.

Re: eLicenser Control Center error

Posted: Tue Dec 26, 2017 1:29 pm
by Marc de Ruiter
Still didn't receive any kind of support from the Steinberg team. Any help would be highly appreciated.

Where does that Pro in Cubase Pro 9 stands for?

Re: eLicenser Control Center error

Posted: Tue Dec 26, 2017 5:32 pm
by fizbin
Pro means sit there and do nothing while your client stares at you in disbelief.

This bug needs to be fixed immediately.

Re: eLicenser Control Center error

Posted: Tue Jan 02, 2018 12:00 pm
by Dirk Stegemann
Marc de Ruiter wrote:
Wed Dec 13, 2017 8:25 pm
An important service has become unresponsive.
Please restart your computer to fix this problem.
Is it possible that you're experiencing an issue related to running software as "normal" user vs. running "as administrator"?

Please see this post for details.

Re: eLicenser Control Center error

Posted: Thu Jan 04, 2018 3:12 pm
by Marc de Ruiter
Hi Dirk,

No, like I said no process is running in elevated mode. What about this error message:"An important service has become unresponsive. "
Does anybody at Steinberg knows what service this could be? Knowing this, could highly streamline the troubleshooting process...

Ashame "My Support" didn't gave any reaction since I filed a call 24 days ago. Is there a way to file an official complaint about this?

Re: eLicenser Control Center error

Posted: Fri Jan 05, 2018 8:10 am
by Dirk Stegemann
Marc de Ruiter wrote:
Thu Jan 04, 2018 3:12 pm
What about this error message:"An important service has become unresponsive. "
Does anybody at Steinberg knows what service this could be?
The error message refers to the "Synsopos" process. This process manages all communication between copy-protected programs and the eLicensers/licenses.

The SYNSOPOS.exe program is located at "C:\Program Files (x86)\eLicenser\POS"

Re: eLicenser Control Center error

Posted: Fri Jan 05, 2018 3:38 pm
by Marc de Ruiter
Hi Dirk,

"Synsopos" is not listed in the processlist of Taskmanager. When I start it manually it isn't visible either. However when I start eLicenser it is present in the process list and Cubase will start as it should. (This is the workaround I'm using for almost a month now)
Is there a way to start SYNSOPOS.exe in debug mode?

Re: eLicenser Control Center error

Posted: Tue Jan 09, 2018 8:01 am
by Dirk Stegemann
Marc de Ruiter wrote:
Fri Jan 05, 2018 3:38 pm
"Synsopos" is not listed in the processlist of Taskmanager (...) However when I start eLicenser it is present in the process list and Cubase will start as it should.
So for some reason, Cubase is not able to start SYNSOPOS.exe, whereas eLCC.exe is able to do so.

I'd try to run Cubase / eLCC from another user account (admin vs. non-admin); if there's any difference in behavior, this would mean some configuration issues with your user account.

PS:
When I start it manually it isn't visible either
When launched manually, SYNSOPOS.exe will quit immediately, as there is no obvious task to accomplish. So that observation is as expected.

Re: eLicenser Control Center error

Posted: Tue Jan 09, 2018 11:02 am
by kososky
Hi Marc,

I have the same problems for 22 days.
"My Support" didn't give me any reaction !!

Re: eLicenser Control Center error

Posted: Thu Jan 11, 2018 1:37 am
by Marc de Ruiter
Sorry to hear that kososky!

Hi Dirk,

I send a load of loggings to support. Apparantly they don’t feel like supporting the last 25 days. Could you have a look please?

Re: eLicenser Control Center error

Posted: Fri Jan 12, 2018 3:22 pm
by Dirk Stegemann
Marc, did you test with different user accounts, as advised above?

Re: eLicenser Control Center error

Posted: Fri Jan 12, 2018 11:54 pm
by Marc de Ruiter
Yes, I did: started as admin, started normal. Even reactivated the build-in administrator, logged on with that account and tried to start Cubase. Same error.
What about the logging I sent? Aren’t there any clues in there?

Re: eLicenser Control Center error

Posted: Sun Jan 21, 2018 5:03 pm
by kososky
Cubase 9.5 is running fine with Windows 10; VERSION 1703.
The USB eLicenser communicates fine with Windows 10 VERSION 1703.

So I think Windows 10; VERSION 1709 can't communicates with the USB eLicenser.
That's the bug in the program of eLicenser.

Re: eLicenser Control Center error

Posted: Mon Jan 22, 2018 8:38 pm
by kirkiliadis
I have the same problem with the other guys. I followed all the advises from the www.eLicenser.net (uninstall, install the new version, like admin, like normal user, etc....) But the problem is still here. In the middle of a very important project!!! I agree with kososky The Windows 10 VERSION 1709 can't communicates with the USB eLicenser. Please do something for this as soon as possible!

Re: eLicenser Control Center error

Posted: Mon Jan 22, 2018 8:53 pm
by kirkiliadis
So after this problem my first rule
Never, never, never!
Windows Update in the middle of a project!!! :(

Re: eLicenser Control Center error

Posted: Tue Jan 23, 2018 4:41 am
by afterlightinc
I'm having very similar errors. Cannot get Nuendo to start. If I run not as administrator it doesn't see license at all, if I run as administrator it gives me that same error message. When I do this I see there are two Synsopos processes running...

Re: eLicenser Control Center error

Posted: Tue Jan 23, 2018 9:35 pm
by kirkiliadis
Any solution for this problem? (I have posted a comment but can't see it.) Anyway, I hope you work for a solution, yes?

Re: eLicenser Control Center error

Posted: Tue Jan 23, 2018 10:10 pm
by kirkiliadis
I've find a tip for programme opening!
Every time open the eLicenser Control Center first.
Perform Maintenance Tascs and when the programme shows "Performing 4 of 6 steps cleaning up eLicenser memory" open the Cubase.
(attention! no earlier or later, but exactly after the "Performing 4 of 6...").
Every time this tip, working for me.

Re: eLicenser Control Center error

Posted: Mon Jan 29, 2018 3:30 pm
by kososky
kirkiliadis, thank you for your solution; Cubase 9.5 (Windows 10 Version 1709) is now running fine; thank you.

Re: eLicenser Control Center error

Posted: Tue Jan 30, 2018 9:59 am
by donttouchmyaxe
I have the exact same proplem since the 1709 Windows 10 Update. I wonder if this has something to do with Intel's chipset flaws and the OS, which had to be changed in their routines.

Thanks kirkiliadis for your tip! Works for me!

But doing this all the time is kind of annoying. After I shutdown Cubase I have approx. 5 minutes to reopen. Or I have to do the maintainance again...
This has to be adressed immediatly by Steinberg!

Re: eLicenser Control Center error

Posted: Wed Jan 31, 2018 10:52 pm
by balinas
My computer updated yesterday to WIN10 1709. I had to reauthorize AD2, rescan all VST's, re-select ASIO drivers and reestablish 'Save As..' pathways in Sonar, and to top it off, the eLicenserCC started coming up with an error code when I started Cubase 9.51.

I first updated the eLicenserCC, then ran the maintainence mode which couldnt complete step 6 for what ever reason. Error code then only came up with starting eLicenserCC, but it did allow me to open and save a new project in Cubase.

After reading this thread, I went back and ran eLicenserCC as 'Administrator.'' Finally Step 6 completed without issue! I know this doesn't help the OP, but it may confirm some steps other users may find helpful to take. I did not have to uninstall and reinstall eLicenserCC.

Re: eLicenser Control Center error

Posted: Thu Feb 01, 2018 12:00 am
by PJPJ
Same problem here. Windows 10 64 bit Fall Creator's Update (1709). Cubase 9.5.1 does not start. Run ElicencerCC and it starts. Does this mean that I have to run ELCC every single time before I can get to Cubase?