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Logic hard crashing after updating KK and a number of plugins.

Jojo123
Jojo123 Member Posts: 220 Advisor
edited March 2023 in Komplete Kontrol

Intel, BigSur 11.7.2, Logic 10.7.4 latest for this OS, Libraries on Ext SSD APFS and Im on NA1.

I updated yesterday then shut computer down after I did the usual standalone scans and all appeared OK.

Today I start Logic which did the usual scan, authenticating everything without issue. I loaded up a Logic template I’ve been using without issue. I inserted KK into an instrument track and just picked Strummed Accoustic.

Initially I was able to audition the sounds on the left. I chose Brit pop and loaded it. All the notes were heavily cut off no matter which of the panel presets I chose. This was whether the transport was running or not. Then I tried to load in another StrAcc instrument and those wouldn’t play either. Any Kontakt instrument in KK browser just gave short blips on any key press. Then Logic just crashed out of nowhere. Reaktor instruments seem to be unaffected.

After hours of trouble shooting one thing I noticed (by accident) that KK and Kontakt (to a lesser degree) will severly cut notes off and soon after crash, if I have any plugins on an input channelstrip, which I like to use for a live Mic. As soon as I instantiated any insert plugins (Logics own Channel EQ and a Compressor) the notes I played on my keyboard were severely cut off again and then I’d get a hard crash. I tried loading the same Kontakt instruments in Logic in a totally clean project, via KK and Kontakt and both ended up doing the same. Severly cut off notes, and crashing. KK worse than Kontakt.

NI this has brought my use of your products to a standstill for both older projects Im still working on and anything new Im doing. I cant use my input channelstrip the way I want.

Please can I get an installer for the previous version of KK so hopefully I can work until this get sorted? Would really appreciate it. Thanks.

Edit: I had no problems like this before the update. The only other issue was a Kontakt7 icon in KK when I dont have the player installed, which I posted about some time ago but it wasn't resolved. It didn't affect Kontakt instruments causing Logic to cut notes off and crash.

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Answers

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,861 mod

    Hey @Jojo123 I assume you have an Intel mac, right? When you said you updated, what products did you update exactly and do you remember what versions you were using before?

    Are Komplete Kontrol, Kontakt and Logic have Full Disk Access? How to Enable Full Disk Access on macOS

    For troubleshooting purposes, can you reproduce the issue without using your template, in a blank project?

    I can provide an older version of Komplete Kontrol and Kontakt, what versions would you need exactly?

    Before downgrading I would also create a request for you and have you run our support tool so we can gather crashlogs and system info, if that's ok with you.

  • Jojo123
    Jojo123 Member Posts: 220 Advisor
    edited March 2023

    Hi @Jeremy_NI

    Thankyou for your response.

    Yes intel.

    Yes I have full disk access for Komplete Kontrol, Kontakt and Logic

    Yes I can reproduce on a blank new bare bones project. Before I gave up testing, Kontakt only crashed Logic once ( I cant remember exactly what I did before the crash) but KK 4 times. In Logic Strummed accoustic in Kontakt still had the cut off notes but to a much lesser degree.

    Are these Screenshots in NA helpful? Fortunately I usually do these of what is to be updated. I assume these version numbers are the ones I'll be updating to not the ones I had? If so, I dont know what versions I had before. UPDATE : so Ive dug into the system and found a NA log which listed all installed plugins including version numbers. KK version was 2.7.2.2 and Kontakt 6.7.1.0. I forgot to mention - in my trouble shooting I did a KK scan in the Plugin > Manager tab and scanapp crashed twice. These are with the Logic crashlogs.

    Yes I would like to get the prior version of KK . Could you action someone from support to send them to me so we can bypass going through the dreaded ticket thing? I still have an older NI tool to gather that info. Can I use that? I'm not sure what version of KK I had prior to this. Kontakt wasn't in these updates its 6.71(RO)- I only updated KK so I would try just KK first.

    Thanks.


  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,861 mod

    Yes I would like to get the prior version of KK . Could you action someone from support to send them to me so we can bypass going through the dreaded ticket thing? I still have an older NI tool to gather that info. Can I use that? I'm not sure what version of KK I had prior to this. Kontakt wasn't in these updates its 6.71(RO)- I only updated KK so I would try just KK first.

    Here's what we can do. Here is the installer: Komplete Kontrol 2.7.2 for Mac

    This way, hopefully, you can get back to your projects, but to troubleshoot the issue and possibly fix it, there's no way around it, I'll need to create a ticket and forward it to a Komplete Kontrol specialist. Well need the support tool result before downgrading, if possible.

  • Jojo123
    Jojo123 Member Posts: 220 Advisor

    Thankyou @Jeremy_NI

    IM on my PC but Will use Mac to download the file. Are you saying to wait until I hear from support (email) before I install?

    Thanks for your help.Its appreciated.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,861 mod

    @Jojo123 I just contacted you by email.

  • Jojo123
    Jojo123 Member Posts: 220 Advisor

    Thankyou @Jeremy_NI !

  • Jojo123
    Jojo123 Member Posts: 220 Advisor

    Hi @Jeremy_NI

    You said you'd prefer me to wait and send the results of running the tool. Ive done that. This is 3rd day and nobody has got back.. Can I please start the process of getting tihs fixed. Can I at least start by re-installing KK. I can't work on a 1/2 crippled DAW.

    Thanks.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,861 mod

    Hey @Jojo123 I created your request on Tuesday, we are very busy at the moment, sorry. My colleague should get back to you shortly. Since you sent the files and we received it, you can already try to install the previous version of Komplete Kontrol that I linked earlier in this thread.

  • Jojo123
    Jojo123 Member Posts: 220 Advisor

    @Jeremy_NI

    ....well it's just rolled over into the 8th day since I did the update. Thanks to you giving me a link and me being able to roll back, I cautiously say it seems to have done the trick. Ive seen posts of people experiencing these "blips" and notes cut off but I haven't seen anyone mention about crashes so there could be something else going on with my system. Meanwhile Im up and running at this point, so Im pleased.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,861 mod

    Good to hear you're able to continue working on your projects. Hopefully my colleagues find the reasons behind the crashes.

  • Jojo123
    Jojo123 Member Posts: 220 Advisor

    @Jeremy_NI

    Hello.

    I've had no response from support since the 17th. Ive been patient but this wait time is too long. I gave a report of what I did, and said that though I was up and running (by running an old version KK) I still need to get this problem sorted. Also twice Ive asked for the result of running the NI tool and thats been ignored.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,861 mod

    @Jojo123 I'm really sorry that you didn't hear anything back. I'm not sure what happened here. My colleague should get back to you shortly.

  • Jojo123
    Jojo123 Member Posts: 220 Advisor

    Thankyou @Jeremy_NI

    Support person has got back but I'm going to have to ask for the third time. Still hasn't answered my question for the results re the scan I did from your tool. Dont know if this is a language barrier thing orrrrr????

    Thanks.

  • Jojo123
    Jojo123 Member Posts: 220 Advisor

    Update: At supports request I installed latest KK.

    Problem is back. Blips, etc. Knew straight away not solved, so closed Logic. About 30seconds later I get a crash log appear. Crashed thread seems to have multi references to VST3. Logic is AU and I dont use VST so why would this be?

    Also

    PLEASE PLEASE NI supply uninstallers. This would make trouble shooting much faster.

    Thanks

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,861 mod

    @Jojo123 Please continue the conversation with my colleague. No need for an uninstaller in this case, you can simply run the installer for Komplete Kontrol 2.7.2 again, since it seems this version works for you. Hopefully my colleague will figure out what is going on with the more recent versions.

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