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  #1  
Old 09-30-2020, 07:18 AM
Rikee Rikee is offline
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Default Pro Tools Hangs but audio continues

Hi there

I wonder if anyone has any clues on this one.

We experience a problem where PT will lock up but the audio (if playing) will continue and the screen will go completely unresponsive - the program will require a restart. Any audio tracks recorded in that session will be lost.

There are only 6 audio tracks in the project and the system monitor doesn't register any overload. 16GB RAM in the system. We're currently working through all of the tips and suggestions in the AVID troubleshooting guides but I'm wondering if anyone has encountered this sort of thing?

It's a new PC and all of the drivers have been updated.

Asus B365M-PRIME, i5 9400F, 16GB, Win10 Home 64 (1903), nVidia GT710 1GB, 2x 500GB SSD. Focusrite Scarlett 18i8 USB

Many thanks in advance.

Rik

Last edited by Rikee; 09-30-2020 at 07:21 AM. Reason: update on system info
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  #2  
Old 09-30-2020, 07:30 AM
albee1952 albee1952 is offline
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Default Re: Pro Tools Hangs but audio continues

Help Us Help You

Look for this link near the top of this(and every) DUC page. Its nearly impossible to offer any advice with zero info on the setup. A "new PC" means nothing, especially if its incompatible with Pro Tools. Here's the info we need:
1-A Sandra report on the PC?
2-what interface?
3-what exact version of PT?
4-what plugins are used in the session
5-what 3rd party plugins are installed, even if they are not used in a session, some can cause issues. The way to test for this is to drag 3rd party plugins out of the plugins folder(I usually make a new folder on the desktop and move plugins into that folder. When I know those plugins are not the issue, I simply move them back into the plugins folder). On windows, plugins are here: C:/Program Files/Common Files/Avid/Audio

BTW, make sure that(in Preferences) you have auto-backup enabled(I set mine to save every 1 minute and keep the last 15 backups). Opening the most recent backup file might show the audio that you think is missing
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  #3  
Old 10-07-2020, 05:21 AM
Rikee Rikee is offline
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Default Re: Pro Tools Hangs but audio continues

Hi again.

Many thanks for the reply.

Please see the Sandra system overview, below.

The interface is a Scarlet 18i8

The version of Pro Tools is 2020.9.0.

There are no additional Plug Ins installed apart from the ones that come with PT.

The plugins used are the compressor and eq only.

Thanks again for your help.

Rik



SiSoftware Sandra

ID
Host Name : DESKTOP-DEBM7D7
Workgroup : WORKGROUP

Computer
Model : OEM System Product Name
Serial Number : System Ser**********
Chassis : Default string Desktop
Mainboard : ASUS PRIME B365-PLUS
Serial Number : 1912634********
BIOS : AMI (OEM) 0804 09/20/2019
Intel vPro : 11.8.65.3590
Total Memory : 16GB DIMM DDR4

Processors
Processor : Intel(R) Core(TM) i5-9400F CPU @ 2.90GHz (6C 3.9GHz/4.1GHz, 3.6GHz/3.8GHz IMC, 6x 256kB L2, 9MB L3)
Socket/Slot : FC LGA1151

Chipset
Memory Controller : ASUS PRIME H310M-D 100MHz, 2x 8GB DIMM DDR4 2.67GHz 128-bit

Memory Module(s)
Memory Module : Kingston/Nanya 99U5702-085A00G 8GB DDR4 1Rx8 PC4-21300U DDR4-2666 (19-19-19-44 4-63-21-7)
Memory Module : Kingston/Nanya 99U5702-085A00G 8GB DDR4 1Rx8 PC4-21300U DDR4-2666 (19-19-19-44 4-63-21-7)

Video System
Monitor/Panel : AUS VZ249
(1920x1080, 24.0")
Video Adapter : NVIDIA GeForce GT 710 (192S 1C SM5.5 953MHz, 512kB L2, 1GB 5GHz, PCIe 2.0 x8)

Graphics Processor
CUDA : NVIDIA GeForce GT 710 (192S 1C 953MHz, 512kB L2, 1GB 5GHz)
OpenCL : NVIDIA GeForce GT 710 (192S 1C 953MHz, 512kB L2, 1GB 5GHz)
D3D 11 : NVIDIA GeForce GT 710 (192S 1C 953MHz, 512kB L2, 1GB 5GHz)
OpenGL : GeForce GT 710/PCIe/SSE2 (1GB)

Storage Devices
Disk : ADATA SU650NS38 (480.1GB, SATA600, 2.5", SSD)
Disk : KINGSTON SA400S37480G (480.1GB, SATA600, SSD)

Logical Storage Devices
System Reserved : 579MB (NTFS, 4kB) @ ADATA SU650NS38 (480.1GB, SATA600, 2.5", SSD)
Audio (D:) : 447GB (NTFS, 128kB) @ KINGSTON SA400S37480G (480.1GB, SATA600, SSD)
Hard Disk (C:) : 447GB (NTFS, 4kB) @ ADATA SU650NS38 (480.1GB, SATA600, 2.5", SSD)

Peripherals
LPC Hub Controller #1 : ASUS Intel(R) 300 Series Chipset Family LPC Controller (B365) - A2CC
Audio Device : ASUS ICH200 (Union Point) HD Audio
Audio Codec : Realtek Semi High Definition Audio
Audio Device : ASUS GK208 HDMI/DP Audio Controller
Audio Codec : nVidia nForce4 ISA Bridge
Serial Port(s) : 1
Disk Controller : ASUS ICH200 (Union Point) SATA controller [AHCI mode]
Disk Controller : ASUS ICH200 (Union Point) PMC
USB Controller #1 : ASUS ICH200 (Union Point) USB 3.0 xHCI Controller
SMBus/i2c Controller #1 : Intel ICH SMBus

Printers and Faxes
Printer : Microsoft Software Printer Driver (300x300, Colour)
Printer : Microsoft XPS Document Writer v4 (600x600, Colour)
Printer : Microsoft Print To PDF (600x600, Colour)
Fax : Microsoft Shared Fax Driver (200x200)
Printer : Canon TS5100 series (Colour)

Biometrics
Voice : Analog NUI Voice Virtual Sensor (Voice)

Network Services
Network Adapter : Realtek PCIe GbE Family Controller (Ethernet)
Wireless Adapter : TP-Link Wireless N PCI Express Adapter (802.11n (HT), AES-CCMP, 30.6Mbps / 7.2Mbps)

Operating System
Windows System : Microsoft Windows 10 Professional 10.0.19041
Platform Compliance : x64

Performance Enhancing Tips
Warning 2513 : TPM not detected. Some security features are unavailable.
Tip 2 : Double-click tip or press Enter while a tip is selected for more information about the tip.
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  #4  
Old 10-13-2020, 02:47 PM
albee1952 albee1952 is offline
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Default Re: Pro Tools Hangs but audio continues

Hmmm, I don't see any red flags. Maybe try turning wifi off(Disable in Device Manager). And maybe try updating the graphics driver from nVidia(instead of Asus). And, review and implement all the system tweaks(especially disabling Power Management on all USB, again in Device Manager)
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  #5  
Old 10-24-2020, 04:04 AM
Rikee Rikee is offline
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Default Re: Pro Tools Hangs but audio continues

Okay thanks. All that is done inc disabling all the power management in the BIOS. I'm wondering if it's something to do with the Focusrite. The video driver is updated through Windows update so I guess it's the direct one from NVidia. I only installed the basic drivers so there's no rubbish on there. Thanks again. Rik
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  #6  
Old 10-24-2020, 09:36 AM
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The Weed The Weed is offline
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Default Re: Pro Tools Hangs but audio continues

Don't rely on Windows to update your video card's driver or any driver, go directly to the source: https://www.nvidia.com/Download/index.aspx?lang=en-us
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  #7  
Old 10-24-2020, 03:31 PM
Darryl Ramm Darryl Ramm is offline
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Default Re: Pro Tools Hangs but audio continues

Did you build this computer or did a third party system builder build it?

Unfortunately the problems "Pro Tools hangs and audio continues to play" does not really give much clue... untold number of things could cause that to happen.

... and the few times I have seen this happen repeatedly it was an interface driver... but I would not make that leap here beyond check it is up to date, and maybe if other things do not find issues then you can try to get ASIO4ALL to work then try that out with the PC sound card. And make sure windows sound is not using the interface as its device.

Does Pro Tools ever unhang itself?

How do you get out of this?

When Pro Tools hangs do other applications seem to be running OK?

Even though it's a simple session does this happen with other sessions? Does it happen if you start with a new empty session?

Fully optimize the system, I mean do every last thing no matter how inconvenient, no WiFi, no Bluetooth, cstate and other BIOS changes, do every last thing for now. Disable any over clocking or other hacks.

Does the Windows Event log show anything happening around when Pro Tools hangs?

Does the pro Tools log show anything interesting (they are back to text now so you can look in them...). Copy and paste here the last 20 or so lines from a log file where Pro Tools hangs (compare that to files that don't hang if you have any). Logs are in C:\Users\<username>\AppData\Local\Avid\Logs

---

A quick look around and that Sandra report seems to show DIMMs that are not on the ASUS QVL for that motherboard. https://dlcdnets.asus.com/pub/ASUS/m...Memory_QVL.pdf. Do your own checking and look around for updated QVLs. SiSoft is reporting these as Nanya chipped DIMMs while all the QVL Kingston DIMMs I see listed are Micron chipped.

This is one area I would be paranoid about... getting exact DIMMs on the QVL. If your third party system, builder did this... I'd ask them to substitute the DIMMs at no charge with QVL listed ones. Pro Tools is more suspect to DIMM compatibility issues that many other programs.

Another thing in the Sandra report that sticks out as just different than usual is the cluster size for the Audio drive is 128 kB not the default NTFS 4kB.

Why was it created so large? One way I could imagine this happening is it his had been a exFAT drive that was converted to NTFS?

You could test by creating new sessions on the boot C: drive and playing them there.

But either way I would go ahead and reformat that Audio drive with the default 4kB cluster size.

---

Other basic info that would help...

What session sample rate and IO buffer size have you been using? You should be working at 44.1 or 48 kHz for now and with a very conservative buffer size, like 1024 samples to just try to get stuff running near reliably.

What is disk cache set to... I would set it to 1GB or so or just leave it at normal while while playing around with this problem.
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  #8  
Old 10-26-2020, 10:45 AM
Rikee Rikee is offline
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Default Re: Pro Tools Hangs but audio continues

Thanks for the suggestions. Will get on to them and reply in detail. Thanks again .
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