Vienna Symphonic Library Forum
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  4. Vienna Assistant Won’t Launch
  • Andreas8420A
    VSL Team
    Andreas8420A

    Hi! Please provide us with a mini dump of the hanging Vienna Assistant application and send it to us via support@vsl.co.at - more info on how to create such a report file can be found here:

    https://www.vsl.info/en/tutorials/faqs/technical#log-report

    (❗Carefull - a hang requires different report files than a crash )

    VSL Team | Product Specialist & Media Editing
  • M
    M

    I have the same problem - VA loads - sort of - after 30 minutes but then hangs on authentication.
  • BenB
    VSL Team
    BenB

    Please check your browser, you might have to login again. Also make sure that your browser is not blocking communication between login and Vienna Assistant. This is a known issue with Brave, where you have to disable the blocking features.

    Also, make sure your firewall / AV does not block the Assistant.

    If you need further assistance please contact support@vsl.co.at

    Ben@VSL | IT & Product Specialist
  • C
    C

    Hi! Were you able to solve this? I am now having this exact same issue, with the assistant not loading when trying to launch and only giving me "not responding", tried several reinstallations and checked so that my firewall does not block it. Having this issue after trying to install Vienna Assistant on my new computer.

  • B
    B
    @clxdv said:

    Hi! Were you able to solve this? I am now having this exact same issue, with the assistant not loading when trying to launch and only giving me "not responding", tried several reinstallations and checked so that my firewall does not block it. Having this issue after trying to install Vienna Assistant on my new computer.

    Exact same problem...
  • M
    M

    Hi, VA version 1.1.410 is buggy. The News and Manuals pages take a long long time to show up. Other pages are ok. I re-installed VA. No dice.
  • PaulP
    VSL Team
    PaulP

    Hi,

    For all troubles with Vienna Assistant, it's best to get in touch with support@vsl.co.at!

    Please include the support file you can generate in the Vienna Assistant Main Menu.

    Paul Kopf Product Manager VSL
  • PaulP
    VSL Team
    PaulP

    Hi @Mary,

    I couldn't find a difference with the loading time of the built-in browser.

    How long is a long time in seconds (on your system, and which system is it)?

    Paul Kopf Product Manager VSL
  • M
    M
    @Paul said:

    Hi @Mary,


    I couldn't find a difference with the loading time of the built-in browser.


    How long is a long time in seconds (on your system, and which system is it)?
  • M
    M

    Hi Paul,

    It's a Windows 10 Intel system. The News page takes around 60 seconds to load. The Manuals page is a little faster. All other pages react as normal.

    Regards,

    Willem aka Mary
  • Andreas8420A
    VSL Team
    Andreas8420A

    Checking here with v140 on a Windows system, the loading time is a few seconds. Best to get in touch with support for individual support cases.

    VSL Team | Product Specialist & Media Editing
  • M
    M
    @notedmusic said:

    Vienna Assistant just hangs on start latest version of Windows 11 Pro.

    I'm having the exact problem. I've contacted Support now 3 times. They're not much help. They hardly read my emails and are ignoring my screengrabs of error screens and suggesting things that the screenshots show I already did (like having the newest version of iLoK, which I do)
    iLok shows "Vienna Symphonic Library Product" as being in iLoK,
    I've re-installed Vienna Assistant multiple times, and it does the same thing every time I run it - "Could not connect to Vienna Assistant Please Try Again."

    Is there really not some other way to use the software I paid for? This is very frustrating.

    I'm using a Dell XPS-15, Windows 11 with 64GB RAM.

  • M
    M
    @Ben said:
    make sure that your browser is not blocking communication between login and Vienna Assistant.

    How would I do that exactly?

  • M
    M

    I read that someone had problem using Brave, so I tried Edge. It did launch Vienna Assistant, but now I have a whole new problem. I followed the instructions exactly, and dragged "Vienna Symphony" onto the icon of my computer, and now I get this error:
  • M
    M

    And now this. I just bought a new LaCie external hard drive (USB C) to use with Vienna Symphony. It won't allow me to use it.

  • Andreas8420A
    VSL Team
    Andreas8420A

    Hi @265708

    1) You can activate your Vienna Smart Orchestra license either on a physical iLok USB Key OR via iLok Cloud Session.

    2) Please avoid using a sample drive formatted in exFAT. Quickly reformatting will do the trick.

    VSL Team | Product Specialist & Media Editing