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  #1  
Old 04-21-2024, 12:59 PM
dooleymjd dooleymjd is offline
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Default Pro Tools Perpetual won’t start after 24.3.1 update!

Hello, I noticed that I posted in a solved thread so I have reposted a new one….I have not posted on here for so long I had to re-register. Been using pro tools and this forum for guidance since about 2009. My System: Pro Tools Perpetual, 24.3.1, Custom built computer, 3.6ghz, Intel 64, 16 processors, 32gb ram, Widows 10, UA Apollo x8 (x2) UAD-2 Satellite Thunderbolt.

I am having the same problem after updating to PT 24.3.1 yesterday. I spent yesterday morning updating PT, some plugins, and windows(windows10). Then I tried to start PT and now I am here. So….typically when I start PT, which is pinned to my task bar, Right click, choose Run as Administrator for less midi issues, windows asks do i wish to allow this device to make changes, click OK, blue circle for a moment then PT splash screen, plugins load etc. etc. been good for years. Since the updates……after Windows asks “allow Changes” click ok, blue circle…nothing. No splash screen no error message, nothing……. Went to forums, followed advice, %Appdata% cleared pro tools folders, both Local and roaming, moved plugins to unused. Nothing works. Found some info on other forums about issues with License/Ilok. Deactivated, reactivated license still nothing. So opened the crash logs and had my son, My personal IT professional, peruse and he found the following…..

Code:
251.21482,02ed0,0000: Direct2D is turned off, using GDI

251.233293,02ed0,0000: main: unhandled exception = Assertion in “D:\ ws \ PT \ release\ 2024\ r1\ ProTools\ DFW\ Utilities\ DFW_ViewServer.cpp” , line 34.
Any suggestions or input would be appreciated.
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  #2  
Old 04-21-2024, 02:19 PM
Darryl Ramm Darryl Ramm is online now
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Default Re: Pro Tools Perpetual won’t start after 24.3.1 update!

The usual thing with asserts is to google the file name the assert is in and find out what solved other users problems or at least find out about others seeing the same assert. Here googling "DFW_ViewServer.cpp" just turns up this thread. So that's no help.

Post a SiSoft Sandra report for your PC as expected. See under "help us help you" up the top of every DUC web page.

You give only two lines of the log file which makes it harder to guess what is going on. Can you post all the lines from the header line

Time(s),Tid,Facility : Debug Message

Forward to the end of the log. I expect that is not many lines. Or even better just put the log file on a file sharing site and post a link here.

What can be helpful is to compare the log from a failing session to a session that works OK. That can give a clue for example about what Pro Tools was trying to/about to do.

And with no other clue except seeming mention of graphics/GUI stuff in what you have posted I'd sure be checking the GPU drivers are up to date. Try the latest driver releases you can. Like why would Direct2D not be working/turned off? Has anybody been poking around graphics settings?

You should normally just work thought *all* the standard troubleshooting steps under "help us help you" up the top of every DUC web page. Except here presumably the timing description and log will likely exclude plugins or interface related things. (so share a useful amount of info in that log)

In the meantime it is probably still worth just plow though standard troubleshooting steps under "help us help you" up the top of every DUC web page. Trashing prefs, moving plugin bundles out of the plugin folder, testing from a new admin account, uninstalling and reinstalling Pro Tools, etc. ... do all the tests, in the order in the documentation... and when you do them do them cumulatively, so move all .aaxplugin files out of the plugin folder and leave them out as you do other tests. And trash prefs again between doing major tests.

If that does not help and the log file does not turn up a clue then a quick test Windows and Pro Tools install on a new partition/drive is likely next.

Last edited by Darryl Ramm; 04-21-2024 at 02:55 PM.
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  #3  
Old 04-21-2024, 05:45 PM
dooleymjd dooleymjd is offline
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Default Re: Pro Tools Perpetual won’t start after 24.3.1 update!

https://pastebin.com/5JPpVMVL


This is the crash log from today. Unable to find a log of a clean start.
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  #4  
Old 04-21-2024, 05:59 PM
dooleymjd dooleymjd is offline
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Default Re: Pro Tools Perpetual won’t start after 24.3.1 update!

SiSoftware Sandra

ID
Host Name : StudioPC
Workgroup : WORKGROUP

Computer
Model : GigaByte Z390 DESIGNARE Default string
Serial Number : Default*******
Chassis : OEM Desktop
Mainboard : GigaByte Z390 DESIGNARE-CF
Serial Number : Default*******
BIOS : AMI (OEM) F7 06/05/2019
Intel Management Engine (ME) : 12.0.22.1310

System Memory
Total Memory : 32GB DIMM DDR4

Processors
Processor : Intel(R) Core(TM) i9-9900K CPU @ 3.60GHz (8C 16T 4.7GHz, 4.3GHz IMC, 8x 256kB L2, 16MB L3)
Socket/Slot : FC LGA1151

Chipset
Memory Controller : Gigabyte Core8S (Coffeelake-S 8C) Host Bridge/DRAM Registers 100MHz, 2x 16GB DIMM DDR4 2.13GHz 128-bit

Memory Module(s)
Memory Module : Corsair/SK Hynix CMK32GX4M2B3000C15 16GB DIMM DDR4 2Rx8 PC4-24000U DDR4-2998 XMP (15-15-15-37 4-52-17-3)
Memory Module : Corsair/SK Hynix CMK32GX4M2B3000C15 16GB DIMM DDR4 2Rx8 PC4-24000U DDR4-2998 XMP (15-15-15-37 4-52-17-3)

Video System
Monitor/Panel : Hewlett Packard HP 27es
(1920x1080, 27.2")
Monitor/Panel : HPN HP 27 Curved
(1920x1080, 27.2")
Monitor/Panel : BBY NS-43D420NA20 (1920x1080, 26.0")
Video Adapter : NVIDIA GeForce GTX 660 (960S 5C SM5.5 979MHz/1GHz, 384kB L2, 2GB 6GHz 192-bit, PCIe 3.0 x16)
Video Adapter : NVIDIA GeForce GTX 660 (960S 5C SM5.5 979MHz/1GHz, 384kB L2, 2GB 6GHz 192-bit, PCIe 3.0 x16)
Video Adapter : NVIDIA GeForce GTX 660 (960S 5C SM5.5 979MHz/1GHz, 384kB L2, 2GB 6GHz 192-bit, PCIe 3.0 x16)

Graphics Processor
CUDA : NVIDIA GeForce GTX 660 (960S 5C SM3.0 979MHz/1GHz, 384kB L2, 2GB 6GHz/6GHz 192-bit)
OpenCL : NVIDIA GeForce GTX 660 (960S 5C SM1.2 979MHz/1GHz, 384kB L2, 2GB 6GHz/6GHz 192-bit)
D3D 11 : NVIDIA GeForce GTX 660 (960S 5C SM11.5 979MHz/1GHz, 384kB L2, 2GB 6GHz/6GHz 192-bit)
OpenGL : NVIDIA Corporation GeForce GTX 660/PCIe/SSE2 (2GB)
OpenGL : NVIDIA Corporation GeForce GTX 660/PCIe/SSE2 (2GB)
OpenGL : NVIDIA Corporation GeForce GTX 660/PCIe/SSE2 (2GB)

Storage Devices
Disk : Samsung SSD 970 EVO Plus 2TB (2TB, PCIe3x4/NVMe, SED)
Disk : SanDisk SDSSDH32000G (2TB, SATA600, 2.5", SSD)
Disk : SanDisk SDSSDH3 1T00 (1TB, SATA600, 2.5", SSD)
Disk : Seagate ST2000LM007-1R8174 (2TB, USB3/SATA300/600, 2.5", 5400rpm)
Disk : WDC WD20SDRW-11VUUS0 (2TB, USB3/SATA600, 2.5", 5400rpm)
Disk : Seagate ST2000DM001-1ER164 (2TB, FireWire/1394/SATA300/600, 3.5", 7200rpm)
Disk : LaCie Rugged USB3-FW (1TB, USB3/SATA300, 15MB Cache)
Optical : TSSTcorp DVD+/-RW TS-H653G (SATA150, DVD+-RW, CD-RW)

Logical Storage Devices
Hard Disk : 529MB (NTFS, 4kB) @ Samsung SSD 970 EVO Plus 2TB (2TB, PCIe3x4/NVMe, SED)
Hard Disk (C:) : 2TB (NTFS, 4kB) @ Samsung SSD 970 EVO Plus 2TB (2TB, PCIe3x4/NVMe, SED)
Audio (E:) : 2TB (NTFS, 4kB) @ SanDisk SDSSDH32000G (2TB, SATA600, 2.5", SSD)
Samples (H:) : 932GB (NTFS, 4kB) @ SanDisk SDSSDH3 1T00 (1TB, SATA600, 2.5", SSD)
AudioBackup (G:) : 2TB (exFAT, 128kB) @ Seagate ST2000LM007-1R8174 (2TB, USB3/SATA300/600, 2.5", 5400rpm)
Audio ARA (I:) : 2TB (NTFS, 4kB) @ WDC WD20SDRW-11VUUS0 (2TB, USB3/SATA600, 2.5", 5400rpm)
Audio GLYPH (J:) : 2TB (exFAT, 128kB) @ Seagate ST2000DM001-1ER164 (2TB, FireWire/1394/SATA300/600, 3.5", 7200rpm)
Audio 1 (F:) : 931GB (exFAT, 128kB) @ LaCie Rugged USB3-FW (1TB, USB3/SATA300, 15MB Cache)
Hard Disk : 95MB (FAT32, 1kB) @ Samsung SSD 970 EVO Plus 2TB (2TB, PCIe3x4/NVMe, SED)
EFI : 197MB (FAT32, 512bytes) @ Seagate ST2000LM007-1R8174 (2TB, USB3/SATA300/600, 2.5", 5400rpm)
EFI : 197MB (FAT32, 512bytes) @ Seagate ST2000DM001-1ER164 (2TB, FireWire/1394/SATA300/600, 3.5", 7200rpm)
EFI : 197MB (FAT32, 512bytes) @ LaCie Rugged USB3-FW (1TB, USB3/SATA300, 15MB Cache)
Optical Drive (D:) : N/A @ TSSTcorp DVD+/-RW TS-H653G (SATA150, DVD+-RW, CD-RW)

Storage System
Storage Pool : Primordial (10.92TB)

Peripherals
LPC Hub Controller : Gigabyte Z390 (Cannon Point) LPC/eSPI Controller
LPC Hub Controller : ITE IT8688E
Audio Device : Gigabyte ICH300 (Cannon Point) cAVS
Audio Codec : Realtek Semi 1220
Audio Device : nVidia GK106 HDMI Audio Controller
Audio Codec : nVidia GeForce 6800 [NV40.1]
Disk Controller : Intel ICH300 (Cannon Point) Shared SRAM
Disk Controller : Gigabyte ICH300 (Cannon Point) SATA AHCI Controller
Disk Controller : Samsung SSD 970 EVO Plus 1TB
USB Controller : Gigabyte ICH300 (Cannon Point) USB 3.1 xHCI Host Controller
SMBus/i2c Controller : Intel ICH SMBus

Printers and Faxes
Printer : Send to Microsoft OneNote 16 Driver (1200x1200, Colour)
Printer : Microsoft XPS Document Writer v4 (600x600, Colour)
Printer : Microsoft Print To PDF (600x600, Colour)
Fax : Microsoft Shared Fax Driver (200x200)
Printer : Brother Generic Jpeg Type2 Class Driver (600x600, Colour)

Scanners & Cameras
Scanner : Microsoft Brother MFC-L3770CDW series [b4220053bf81] (Scanner, USB)

Biometrics
Voice : Analog NUI Voice Virtual Sensor (Voice)

Peripherals
Media Player : ST2000DM 001-1ER164 (1.82TB)
Media Player : Seagate BUP Slim BK (1.82TB)
Media Player : LaCie Rugged FW USB3 (931.16GB)
Media Player : WD easystore 2648 (1.82TB)

Network Services
Network Adapter : Intel(R) Ethernet Connection (7) I219-V (Ethernet, 1Gbps)
Network Adapter : Intel(R) I211 Gigabit Network Connection (Ethernet)
Network Adapter : Bluetooth Device (Personal Area Network) (Ethernet)
Wireless Adapter : Intel(R) Wireless-AC 9560 160MHz

Operating System
Windows System : Microsoft Windows 10 Personal 10.0.19045
Platform Compliance : x64

Performance Enhancing Tips
Warning 2513 : TPM not detected. Some security features are unavailable.
Tip 3 : Double-click tip or press Enter while a tip is selected for more information about the tip.
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  #5  
Old 04-21-2024, 08:42 PM
Darryl Ramm Darryl Ramm is online now
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Default Re: Pro Tools Perpetual won’t start after 24.3.1 update!

Where is your Sandra report?

Based on the log file, and just guessing what is going on. It's missing a log entry for another call to Sys_Init::Init() and instead complains about no Direct2D and then prangs trying to do something UI related. The next step after the missing Sys_Init::Init() would be to call the iLok Eden runtime but I don't suspect it's getting that far and would assume, at least for now this has nothing to do with iLok.

So again, focus on graphics drivers, but no Sandra report, no idea what GPU you have. You can Google online how to enable/disable Direct2D in your particular GPU and start with that. It may well be that Pro Tools GDI code is buggy (or there is an incompatibility with the graphics driver GDI) and prangs all the time that Direct2D is disabled. Or may be that Pro Tools is even incorrect about Direct2D being disabled. All things to explore in troubleshooting.

If the graphics system is having problems you *might* get some interesting stuff in the Windows Event manager or in GPU specific log/config utils.
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  #6  
Old 04-22-2024, 08:41 AM
dooleymjd dooleymjd is offline
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Default Re: Pro Tools Perpetual won’t start after 24.3.1 update!

Sorry, I ran the Sandra report and I posted it last night, apparently it didn’t take. Also, I incorrectly stated that I am using Pro Tools Perpetual when it’s actually Pro Tools Studio. My bad. Moot point now any way.

This morning I uninstalled and reinstalled Pro Tools and everything is fine. I updated all my windows drivers again this morning as well prior to reinstalling PT. PT opened with no issues. I then closed PT and put all my plugins back in the plugins folder and opened PT again with no issues. As worthless as I know it is my opinion is that there was a problem with the PT update that I did Saturday morning. That is when all the trouble started. I know it may have been the windows updates but I prefer to blame Pro Tools. That’s me trying to be funny……….

Thank you all for the guidance and help.

Mark
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  #7  
Old 04-22-2024, 11:21 AM
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TOM@METRO TOM@METRO is offline
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Default Re: Pro Tools Perpetual won’t start after 24.3.1 update!

Hi dooleymjd.

I approved your Sandra report. It should show up now.

tom
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