Syncron Pianos crashing constantly

[daliparton]

Hi there,

I am unable to use Vienna Synchron Pianos, as it crashes after I play a few notes, every time I open the app. It only seems to happen after sending it midi messages. Not sure what changed, as it used to work perfectly on my computer. I may have updated the OS... not sure. I'm on macOS 10.15.7, mid 2012 macbook pro. I'm running the Bosendorfer Imperial.

I have the latest version, v1518.

Thanks,

-Regis

[Paul]

Hi Regis,

Sorry to hear about the troubles.

Please make sure that you are using the latest versions of our software and elicenser Control Center, and if that doesn't help, copy the crash report => paste it in a text file and send that file to support@vsl.co.at, with a quick description of the steps you take to provoke the crash!

Best,
Paul

[daliparton]

Hi Paul,

Thanks, I updated everything but it still crashes after playing a few notes. 

Where can I find the crash report? The error popup doesn't give me an option to view the logs.

Thanks,

-Regis

[Paul]

Hi Regis, 

You usually see the option to see the crash report that is sent to Apple. Please copy that text and paste it in a text file, then send it to us. 

Or send us a screenshot of what you see and which steps you take to get there: support@vsl.co.at

Best, 
Paul

[daliparton]

Hey there,

Any updates on this? It's been almost 2 weeks that I haven't been able to use this very expensive product, and I haven't heard anything from support.

Thanks,

-Regis

[Paul]

Hi Regis, 

Can you please tell me your ticket number or the email you sent your support mail from?

Thanks, 
Paul

[daliparton]

Hey Paul,

Thanks for getting back to me, the ticket number is 391198.

Cheers,

Regis