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  4. Vienna Assistant Won’t Launch

  • Vienna Assistant Won’t Launch

    • hang • launch • failure
    N
    N

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

  • Andreas8420A
    VSL Team
    Andreas8420A
    last edited
    last edited

    Hi! I just checked here with an up-to-date Windows 11 Pro (23H2 / 22631.3374) machine & Vienna Assistant (1.1.372) - everything starts perfectly fine. Re-installing the VA software may do the trick. Best, Andreas

    Link: Vienna Assistant Installer (Windows) v1.1.372



    VSL Team | Product Specialist & Media Editing
  • N
    N

    Hi, as the title says, I cannot run Vienna Assistant. I get a white screen hang.

    Windows 11 Pro x64.

    Thanks for your help.
  • N
    N

    Hi, reinstalled vienna many times here but it still won't run.

    It runs in safeboot but safeboot disables my wifi so I can't get internet.

    I disabled all optional startup options but it still hangs.

    Something isn't working right.

  • N
    N

    OS Name Microsoft Windows 11 Pro
    Version 10.0.22631 Build 22631
    Other OS Description Not Available
    OS Manufacturer Microsoft Corporation
    System Name DESKTOP-AH8HE5J
    System Manufacturer Micro Electronics Inc
    System Model MG-VCP17A-3080
    System Type x64-based PC
    System SKU 270082
    Processor AMD Ryzen 9 5900HX with Radeon Graphics, 3301 Mhz, 8 Core(s), 16 Logical Processor(s)
    BIOS Version/Date American Megatrends International, LLC. N.1.21Mai00, 7/12/2021
    SMBIOS Version 3.3
    Embedded Controller Version 1.26
    BIOS Mode UEFI
    BaseBoard Manufacturer MAINGEAR
    BaseBoard Product VECTOR Pro 17
    BaseBoard Version Standard
    Platform Role Mobile
    Secure Boot State Off
    PCR7 Configuration Elevation Required to View
    Windows Directory C:\WINDOWS
    System Directory C:\WINDOWS\system32
    Boot Device \Device\HarddiskVolume1
    Locale United States
    Hardware Abstraction Layer Version = "10.0.22621.2506"
    Time Zone Pacific Daylight Time
    Installed Physical Memory (RAM) 64.0 GB
    Total Physical Memory 63.4 GB
    Available Physical Memory 54.2 GB
    Total Virtual Memory 72.9 GB
    Available Virtual Memory 61.1 GB
    Page File Space 9.50 GB
    Page File C:\pagefile.sys
    Kernel DMA Protection Off
    Virtualization-based security Running
    Virtualization-based security Required Security Properties
    Virtualization-based security Available Security Properties Base Virtualization Support, DMA Protection, UEFI Code Readonly, SMM Security Mitigations 1.0, Mode Based Execution Control
    Virtualization-based security Services Configured Hypervisor enforced Code Integrity
    Virtualization-based security Services Running Hypervisor enforced Code Integrity, Hardware-enforced Stack Protection (Kernel-mode)
    Windows Defender Application Control policy Enforced
    Windows Defender Application Control user mode policy Off
    Device Encryption Support Elevation Required to View
    A hypervisor has been detected. Features required for Hyper-V will not be displayed.

  • N
    N

    I also noticed that when I tried to reset login here: to reset logins,

    https://api.vsl.co.at/auth/

    it gives 404 not found error, isitdown says "down for everyone, not just you"
  • N
    N

    Is there any way to download everything manually and bypass this stuck program?
  • 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?