Hauptwerk IX unresponsive

[abaymajr]

I've just upgraded to v9 from v8 advanced perpetual license. Everything worked well from the purchase until the redemption of v8 license in favor of v9 in iLok. But after Hauptwerk 9 installation, its executable does not load, leaving a status in the Task Manager as "not responding". What to do?

UPDATE: Even if I uninstall and delete all settings and files, Hauptwerk 9 remains unable to load. Could someone from MDA issue me a trial key for the HW8 (iLok account is "abaymajr") until the problem is diagnosed/solved? Even not needing the new features, I acquired the update to support Hauptwerk staff, and ended up without a working Hauptwerk installation...

[abaymajr]

I've just upgraded to v9 from v8 advanced perpetual license. Everything worked well from the purchase until the redemption of v8 license in favor of v9 in iLok. But after Hauptwerk 9 installation, its executable does not load, leaving a status in the Task Manager as "not responding". What to do?

UPDATE: Even if I uninstall and delete all settings and files, Hauptwerk 9 remains unable to load. Could someone from MDA issue me a trial key for the HW8 (iLok account is "abaymajr") until the problem is diagnosed/solved? Even not needing the new features, I acquired the update to support Hauptwerk staff, and ended up without a working Hauptwerk installation...

Please, disregard. Checking iLok now while waiting for a temporary license of HW8, I noticed that the license of HW9 was in the list of "All Licenses", but not in the one of "All Activations". I thought that by redeeming HW8 license, as I was asked to and authorized, the new HW9 license would be automatically activated, which is not true. Unfortunately, because I have deleted all the data trying to fix the problem, I will now have to reinstall all samplesets, a work of many and many hours. I think the HW9 executable should at least accuse the reason for the wait during its loading, and not become "unresponsive" without any warning or error code. Thus, the user could directly and easily remedy the problem.

[mdyde]

Hello abaymajr,

Thanks very much for upgrading to v9, and sorry to hear you had a problem with getting the licence recognised.

To confirm, when redeeming an iLok licence in iLok License Manager, you do also need to activate it (e.g. to an iLok dongle, or iLok Cloud).

I'm not sure why the Hauptwerk executable wouldn't launch when your licence wasn't activated, although that's handled by the iLok system -- no Hauptwerk code is running at that point in time, so that isn't something we could change, I'm afraid. When you double-click on Hauptwerk the iLok system will only launch Hauptwerk itself once it has either found an active licence, or prompted you to enter/activate one or to start a trial. Perhaps the iLok system was hanging whilst trying to find a licence due to some networking issue.

It might also be worth checking that iLok License Manager is up to date ("Help | Check for Application Updates" within iLok License Manager), for good measure.

[abaymajr]

Hello abaymajr,

Thanks very much for upgrading to v9, and sorry to hear you had a problem with getting the licence recognised.

To confirm, when redeeming an iLok licence in iLok License Manager, you do also need to activate it (e.g. to an iLok dongle, or iLok Cloud).

I'm not sure why the Hauptwerk executable wouldn't launch when your licence wasn't activated, although that's handled by the iLok system -- no Hauptwerk code is running at that point in time, so that isn't something we could change, I'm afraid. When you double-click on Hauptwerk the iLok system will only launch Hauptwerk itself once it has either found an active licence, or prompted you to enter/activate one or to start a trial. Perhaps the iLok system was hanging whilst trying to find a licence due to some networking issue.

It might also be worth checking that iLok License Manager is up to date ("Help | Check for Application Updates" within iLok License Manager), for good measure.

I am the one who appreciates the privilege of being able to use your software.

I initially checked if the iLok was up to date, and it was (v5.9.1). I restarted Windows (11 24H2 newly installed from scratch 2 months ago) between attempts, uninstalled the Hauptwerk keeping the data before another attempt with total deletion of data, etc. Nothing worked. The fault really was that the new license was not activated in iLok Cloud (although available). I think that in some past license upgrade I was presented with an error message in the absence of an active license, which did not occur now (only one executable not responding). Maybe you should check what would have happened. If there is an inconsistency in this aspect, it would be beneficial, especially for less experienced users than me, that the Hauptwerk behave in a more friendly way than simply keeping locked/unresponsive.

[mdyde]

Thanks, abaymajr.

I think that in some past license upgrade I was presented with an error message in the absence of an active license, which did not occur now (only one executable not responding). Maybe you should check what would have happened.

Yes -- PACE's software should prompt you in the absence of a licence, and normally does with v9 (as it did in previous versions). I've tested it various times, and on various computers/platforms, as have beta testers. I don't know why it didn't work this time in your case, but I suspect it was something system-specific/temporary (e.g. some networking problem). If other people encounter that problem then we could potentially contact PACE for support with it.