Dorico Pro 3 crashes often

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Koenraad
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Dorico Pro 3 crashes often

Post by Koenraad » Fri Oct 04, 2019 6:31 pm

Dorico 3 crashes often on my Mac : suddenly, the multicolored Mac OS wheel turns indefinitely.
I can't precisely define the circumstances of the crash. It seems that crashes happen more often when I open.xml files.
In attachement, the Apple report.
Thank you by forehand.
Bug Dorico.zip
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MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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dankreider
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Re: Dorico Pro 3 crashes often

Post by dankreider » Fri Oct 04, 2019 6:34 pm

When you restart Dorico, you need to go to Help--Diagnostics Report and post that here.
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MarcLarcher
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Re: Dorico Pro 3 crashes often

Post by MarcLarcher » Fri Oct 04, 2019 7:12 pm

The colored beach ball indicates a hang, it's not a crash.
I found (as other people) that Dorico 3 can crash (I experienced very few problems until now with Dorico prior version 3) if I try and change the name of a player in Setup mode, with an orchestral file, condensing enabled. The crash is that Dorico quits without a warning. What you're experiencing is a hang : Dorico is waiting for some operation to be performed but the result never comes... Dan is right: diagnostic can help the team to help you.
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Koenraad
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Re: Dorico Pro 3 crashes often

Post by Koenraad » Fri Oct 04, 2019 7:12 pm

Thank you Dan.
What is the difference between Help--Diagnostics Report and the file I attached here ?
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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dankreider
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Re: Dorico Pro 3 crashes often

Post by dankreider » Fri Oct 04, 2019 7:17 pm

Koenraad wrote:
Fri Oct 04, 2019 7:12 pm
Thank you Dan.
What is the difference between Help--Diagnostics Report and the file I attached here ?
You called it an Apple report. I don't use Apple OS, but the report you should post here is a report generated specifically by Dorico.
Dan Kreider
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Dorico 3, Windows 10

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Re: Dorico Pro 3 crashes often

Post by samreed » Fri Oct 04, 2019 8:36 pm

Dear Koenraad,

Just so you know, Help --> Diagnostics Report will "silently" (without a save window or confirmation dialogue) create a zip file on your desktop ("Dorico Diagnostics.zip"). It apparently includes a lot of Dorico-specific information unavailable in the OS X-generated reports, though sometimes the team also asks users to sample & spindump from Activity Monitor in addition.

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Re: Dorico Pro 3 crashes often

Post by Koenraad » Fri Oct 04, 2019 8:37 pm

dankreider wrote:
Fri Oct 04, 2019 7:17 pm


You called it an Apple report. I don't use Apple OS, but the report you should post here is a report generated specifically by Dorico.
Where can I find this report ?
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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Re: Dorico Pro 3 crashes often

Post by Koenraad » Fri Oct 04, 2019 8:40 pm

samreed wrote:
Fri Oct 04, 2019 8:36 pm
Dear Koenraad,

Just so you know, Help --> Diagnostics Report will "silently" (without a save window or confirmation dialogue) create a zip file on your desktop ("Dorico Diagnostics.zip"). It apparently includes a lot of Dorico-specific information unavailable in the OS X-generated reports, though sometimes the team also asks users to sample & spindump from Activity Monitor in addition.
Excuse-me, samreed, I had not see your message. I'll follow your way the next time its hangs (thanks to Marc for the precision of terminology).
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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pianoleo
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Re: Dorico Pro 3 crashes often

Post by pianoleo » Fri Oct 04, 2019 8:42 pm

Koenraad, you can still produce a Diagnostics report now. The chances are it'll still contain the data from the crash, earlier.
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2019 Macbook Pro 16" 2.3gGHz 8-core i9, 32GB RAM,
2015 Macbook Pro 13" Retina 3.1GHz dual-core i7, 8GB RAM; running Sibelius Ultimate, Logic Pro X, Dorico Pro 3.5 etc.
& 2017 HP ZBook Studio G3 15.6” UHD quad-i7, 16GB RAM, Windows 10 Pro
Sibelius user since Sibelius 7 (Acorn, 1997), Ex-Sibelius user since Dorico 1.0

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Re: Dorico Pro 3 crashes often

Post by Koenraad » Fri Oct 04, 2019 8:45 pm

Here is it :
Dorico Diagnostics.zip
(453.4 KiB) Downloaded 33 times
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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Re: Dorico Pro 3 crashes often

Post by samreed » Fri Oct 04, 2019 9:34 pm

Koenraad wrote:
Fri Oct 04, 2019 8:40 pm
Excuse-me, samreed, I had not see your message. I'll follow your way the next time its hangs (thanks to Marc for the precision of terminology).
That might've been a small typo, but just to be absolutely clear: when Dorico is in the middle of a hang, Help --> Create Diagnostic Report won't create anything, but as Leo said you can run it after restarting Dorico. (You can, however, run Sample Process and Spindump (from Activity Monitor) while Dorico is in the midst of a hang, if the team ever asks you to provide those.)

Also, though I admit I don't know the details of why it helps, sometimes if you experience frequent hangs, resetting the SMC and the PRAM (sometimes called NVRAM) can help. No guarantees, but it might be worth trying. The specific method to reset these depends on what model Mac you have; there are instructions on the Apple knowledge base if you want to give it a try.

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Re: Dorico Pro 3 crashes often

Post by Koenraad » Sat Oct 05, 2019 3:54 pm

Thank you, samreed.
I did what you say : reset of the SMC and the PRAM.
Dorico hangs still : the issue became after copy/past a whole score from an .xml score to a new score.
Here is the diagnostic I create just after restarting Dorico.
Dorico Diagnostics.zip
(417.74 KiB) Downloaded 28 times
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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Daniel at Steinberg
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Re: Dorico Pro 3 crashes often

Post by Daniel at Steinberg » Sun Oct 06, 2019 12:04 am

It looks to me as if Dorico hung while saving because the audio engine had crashed just before you tried to save. Dorico doesn't know the audio engine has crashed (it's a separate process) and asks the engine for the VST plug-in data so it can be saved into the project, but it sits there and waits indefinitely because it doesn't know the engine has died and cannot send the answer.

The question, therefore, is why the audio engine itself has crashed. I'll pass the relevant crash logs on to Ulf to see if he can figure out what's going wrong.

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Re: Dorico Pro 3 crashes often

Post by Koenraad » Mon Oct 07, 2019 12:39 pm

Good midday Daniel,
Thank you for your attention. Indeed, Dorico hung when I tried to save the file, and I think it becomes every time in the same circumstance.
Best regards.
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

Koenraad
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Re: Dorico Pro 3 crashes often

Post by Koenraad » Wed Oct 09, 2019 11:08 am

I updated to 3.0.10 ; I did updated the ELicenser Control Center following what you says here : viewtopic.php?f=246&t=169606
But the issue becomes yet. The problem is that the issue don't become always : I can work during a day or two without encounter problem. The two latest times it became, it was just after change and return on my Mac session.
Thanks by forehand.
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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Daniel at Steinberg
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Re: Dorico Pro 3 crashes often

Post by Daniel at Steinberg » Thu Oct 10, 2019 12:09 pm

Ulf says that the crashes you have been experiencing are not among those we have seen before. Can you please provide an updated set of diagnostic reports now that you have updated to Dorico 3.0.10 when the problem next occurs? If the problem appears to be related to a specific project, it would also be helpful for you to zip up and attach that project.

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Re: Dorico Pro 3 crashes often

Post by Koenraad » Thu Oct 10, 2019 12:59 pm

Thank you ; I'll do it the next time it shall become.
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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Re: Dorico Pro 3 crashes often

Post by Koenraad » Thu Oct 10, 2019 4:40 pm

Here is the Spindump file (created during the hang up)
Spindump.zip
(294.32 KiB) Downloaded 21 times
Here is the Dorico's diagnostic (after relaunch Dorico)
Dorico Diagnostics.zip
(396.98 KiB) Downloaded 21 times
Here is the score
La fuite en Égypte.dorico.zip
(621.92 KiB) Downloaded 22 times
Thank you by forehand.
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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Daniel at Steinberg
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Re: Dorico Pro 3 crashes often

Post by Daniel at Steinberg » Thu Oct 10, 2019 9:31 pm

Thanks for the updated logs. We'll take a look and come back to you after we've further conferred.

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Re: Dorico Pro 3 crashes often

Post by Koenraad » Thu Oct 10, 2019 9:42 pm

That's very nice of you.
I'll try to test Dorico after closing the others sessions of my Mac ; I wonder if opening several simultaneous sessions is not the cause of the problem.

I would like to take this opportunity to tell you, after almost a month of using Dorico (coming from Sibelius), that I am extremely satisfied with it. I remain very appreciative of the work of the London team. Software is never intelligent, but it is a pleasure to work with a tool that shows the intelligence of those who built it.
MacBook Pro OS 10.14.6 / Sibelius 7.5 / Dorico 3.5

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Daniel at Steinberg
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Re: Dorico Pro 3 crashes often

Post by Daniel at Steinberg » Thu Oct 10, 2019 9:56 pm

Thanks, Koenraad. I'm sorry that you're experiencing instability and I hope we'll get to the bottom of it very soon.

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Re: Dorico Pro 3 crashes often

Post by meixner » Sat Oct 12, 2019 11:28 am

I do have the same problem, maybe another Diagnostics Report can help.
Dorico Diagnostics.zip
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Daniel at Steinberg
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Re: Dorico Pro 3 crashes often

Post by Daniel at Steinberg » Sat Oct 12, 2019 4:26 pm

meixner, can you be a bit more specific about the circumstances under which you are experiencing problems? Your diagnostic logs appear to show a crash in the audio engine that, so far as we know, only occurs when the audio engine is quitting, i.e. when you quit Dorico itself.

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Re: Dorico Pro 3 crashes often

Post by m7collins » Mon Oct 14, 2019 3:51 pm

Hi folks. I'm having what I believe is the same problem where when I try to save (or sometimes when I'm simply opening a file for the first time after starting up Dorico) it hangs and I end up having to force quit. I do have the most recent update and prior to that update was not having this problem with Dorico 3 prior to this update but would occasionally have it with Dorico 2. Here is my diagnostic report from today if it helps. Thanks!
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Dorico Diagnostics.zip
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Daniel at Steinberg
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Re: Dorico Pro 3 crashes often

Post by Daniel at Steinberg » Tue Oct 15, 2019 4:41 pm

Welcome to the forum, and thanks for providing your diagnostics, m7collins. It looks from your logs that Dorico is basically working fine, until it eventually hangs during saving, and it appears that is happening because the VST audio engine has crashed at some point in the last little while. But it does look to be the same kind of crash as we have seen recently with a handful of other users. Unfortunately so far we don't have any leads on this problem, but we will hopefully have an update soon.

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