Help - Installer can't see my key/licenses!

[elksman]

Hi Folks -

It seems as if I am not the only one who has trouble with installation. Here is my problem:

- I just bought ChamberStrings, with a new ViennaKey.
- I ran the Syncrosoft installer.
- Vienna Instruments installed just fine.

For some reason, I cannot run the Instrument Installer on the DVD. It keeps telling me I need to have a license to install.

I thought, maybe the demo key has expired (it hasn't, has 180 starts left) so I registered, and downloaded my licenses to my key.

Now, the key shows up in the LCC, with all of the licenses intact. Nonetheless, I still can't run the Library Installer on the DVD. It says I need the licenses to install.

I have tried:
- Switching USB ports (3), installing the protection key drivers each time
- Rolling back to and older version of Syncrosoft (4.9.7.6)
- Jumping up and down and cursing VSL

Nothing works. Please help. I spent extra $$ for overnight Saturday delivery, I was so excited to have this thing! Now I'm just fuming. I know, its not all that dramatic, and VSL folks work hard to give us something amazing, but still!

My system is: Pentium 4, 2.4GHz, Windows XP, 1GB RAM.

Thanks for your help,

Eric

[JWL]

Eric, you will need to download the new installer. VSL recommended that you not use the one included on the DVD.

In the Main VSL section, click the USER AREA from the link choices across the top of the browser. (You may have to log in).

It will take you to User Area> Vienna Instruments> Overview.

In the list on the left side of this window (underneath the Overview link) click on <Software Updates>. This will take you to the proper download page where the most recent files are located. You will want the version labeled "XP v. 1.03".

I'd recommend emptying your browser's cache just to be sure old links are not reloaded.

[elksman]

Hi JWL -

I had already tried dowloading the latest version of the installer (Vienna Instruments Library Installer XP 1.0 ) from the Software Updates section on the web site, to no avail. At your suggestion, I also downloaded the latest version of the Vienna Instruments Software Installer XP 1.03, and ran it, hoping that there was also a new installer packaged in there (doesn't seem to be). Am I going to be in trouble for installing Vienna Instruments again over my extant installation?

Interestingly, though Vienna Instruments will not start unless my key is in, when I do put it in, it starts and it says "No Licenses Installed". Still, when I go check the License Control Center, the key is there with all of my libraries, and the Demo license, as well.

Ideas? Thanks for your help!

Regards,

Eric

[herb]

Hi Eric,

sorry for your troubles. It sounds strange that the license control center sees your licenses, but the library-installer does not.
We have to check this out, but it would be helpful if you could contact our support team, if they need more details regarding your system configurations.
support@vsl.co.at

A different suggestion:
Maybe you have any chance to install the library on a different computer and than copying the datas to your dedicated music workstation.
You even could do this on a friends computer you only need the dongle with the uploaded licenses.(and firewiredrive or similiar data storage media for transfering the datas) Propably this is the fastest workaround at this weekend.

best
Herb

[JWL]

Thanks again, Herb. As long as you're around, users are in good hands. Cheers!

[cm]

welcome eric,
syncrosoft has confirmed problems with USB connectivity which should be fixed in their current version 5.0.2.0 (which runs fine here btw).

another thing comes into my mind: i've noticed on a computer that installing a newer versionof the LCC didn't update the software, but installed it a second time (possibly an issue with different language versions) - i could see two programs in the software list (settings - control panel - software) and had to remove both first. after a reboot and a new install everything was recognized again.
it seems the two parallel installed LCCs *tricked out* each other
christian

[JWL]

@cm said:

welcome eric,
syncrosoft has confirmed problems with USB connectivity which should be fixed in their current version 5.0.2.0 (which runs fine here btw).

another thing comes into my mind: i've noticed on a computer that installing a newer versionof the LCC didn't update the software, but installed it a second time (possibly an issue with different language versions) - i could see two programs in the software list (settings - control panel - software) and had to remove both first. after a reboot and a new install everything was recognized again.
it seems the two parallel installed LCCs *tricked out* each other
christian

cm--

Are there any appreciable performance improvements to report with 5.0.2.0?

[cm]

starting and loading times are shorter than with the 4.9.x versions
christian

[JWL]

@cm said:

starting and loading times are shorter than with the 4.9.x versions
christian

Die Varheit? Wirklich?

It's tempting. It's SO tempting!!

Perhaps I'll update after my current series of projects are done. Things are working quite well at present.

[elksman]

Thanks everyone for teaming up to help me out here.

I'm afraid things still are not working. I have:

- Used the Program Uninstaller to remove Sycnrosoft LCC, and uninstalled Vienna Instruments as well. I then installed the 5.020 version, which I downloaded from the Syncrosoft site.
(I inserted my key while installing, as instructed).

- I then installed Vienna Instruments from the latest version on the VSL site.

- Still, I need the key to run Vienna Instruments. Yet when I insert it, and Vienna Instruments loads, it still says that there are no licenses installed. As before, the licenses are visible in the Syncrosoft LCC.

- The installer still informs me that I need a license to install the following....

I even tried running the LCC while I opened the library installer. No luck.

And Christian, yes, I have Vienna Instruments loaded before all other attempts were made.

What should I try next? I don't have access to another computer with the hardware necessary to install to my firewire drive, and its still not clear that Vienna Instruments would let me use the files even if I could?

Regards.

Eric

[cm]

did you have a look already into windows' software list (start - settings - control panel - software)? possibly you _have_ listed two versions there ...
is there an other syncrosoft USB protection device connected to your computer (cubase, halion, ...)?
could you please kindly send a screenshot ot the LCC to support@vsl.co.at (pessing ALT + PRINT with the LCC window active copies it to the clipboard - open eg. Paint from your accessoiries and paste it in there using CTRL +V)
christian

[elksman]

Hi Christian -

Yes, I used the Control Panel Add/Remove Software, and removed all versions. Indeed, when I went back to check, I saw Syncrosoft still there, and I though, aha! And I removed it again, but the control panel told me that it had already been removed, and then it disappeared from the program list. I'll send you a screen shot now...

Cheers,

Eric

[golem]

Eric,

provided you have LCC installed and it shows available licenses:

Restart computer and start Installer, select (point ) to package.info on DVD

What does it say now?

christian teuscher
development

[elksman]

Hi Christian -

That's what I've been doing thus far. The installer, which I downloaded from your site, is on my desktop; I start it, point to the package info on the first DVD, and I get the message "A license is required to install the following libraries" and it lists the instruments in the Chamber Strings set.

Regards,

Eric

[cm]

eric - is there a chance i can get on your machine via remote control of winXP (it had to be connected to the internet without using network adress translation of a router) to have a closer look? this behaviour sonds very strange ...
the easiest way wuld be to send such a request via MSN messenger - my username there is cm_vsl@msn.com
christian

[elksman]

Christian -

I would be happy to try that, but I have new information. I did a 'brain bypass' on my music workstation. I have another computer (my work laptop) that has neither CD rom or Firewire. But it has a CPU, and a USB port so:

I mapped my DVD-ROM and Firewire drive to my work laptop over the network, and then installed Vienna Instruments and Syncrosoft on the work laptop, and then ran using the laptop CPU:

1) The installer works (but this is not a long term solution - its just too slow, it would take a very long time to get those files off the DVD-ROM, through the network, through the installer, and then back through the network to my Firewire drive. And, if Vienna Instruments can't see my licenses, then I'm still out of luck)

2) Vienna instruments (run on the laptop) sees my licenses just fine!

So, the key is fine. And Syncrosoft is fine. SOMETHING IS WRONG WITH MY COMPUTER such that it doesn't communicate with the key right.

I would point out that my work laptop is running a new version of XP Professional. When I stuck the ViennaKey in there, it didn't have to go through any driver installation - it just said 'found new hardware' and it worked. Perhaps that was invisible, but this leads me to think that the issue is the driver for the VIENNAKEY. Where can I get an up-to-date driver for my music workstation? Install ServicePack2?

Let me know if this gives you ideas.

Best regards, and thanks for all your efforts,

Eric

[cm]

ok, this looks like some light at the end of the tunnel ....
please check in your device manager if the syncrosoft protection device isn't listed twice (or an additional *unknown USB device). it might look similar like this:
http://vsl.co.at/upload/users/449/LCC07cm.jpg">
if yes, please remove this device and reboot.
if no, please select the USB protection device and choose from the context menu *update drivers* - don't select automatic, follow the dialog to manually select a driver until you see something named *protector* or *protect executor*, select this and continue.
after the driver has been updated, also reboot.
christian

[elksman]

Christian -

I don't think that's what I need. I tried it, though. I went to the device manager and de-installed, and re-installed, the key drivers. I can't do what you suggest, selecting them manually, because windows wants me to point to the folder where the .inf files are, etc. Looking at the Syncrosoft install log, it seems that Syncrosoft installation automatically puts the drivers in the Windows/system32 folder. In any case, when I allow automatic driver installation to proceed, it clearly finds the right drivers (ProtectExecutor):

The information in the device properties reads:

Device: Syncrosoft Protection Device
Manufacturer: SIA Syncrosoft
Location: Location 0 (ProtectExecuter)

My question is, are there new Syncrosoft drivers? I imagine that these are included in the latest Syncrosoft package (5.0.2.0), which is what I am installing.

I appreciate your help, but I'm sooooooooooooooooooooooooo frustrated now.

Best regards,

Eric