Problem: Guitar Rig 7 crashes at start - I already tried all things mentioned on help site
Answers
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why is the thread marked answered?
also, just a note, it is really not what I would call good support practice to keep saying that you didn't see the error previously. Once was enough -- what I see happening is that you *are* seeing the error presently with a number of your users which means that your testing pragma is incomplete, which is your responsibility.
Additionally it is wild that you are requesting user crash logs to be posted to a public forum. You have no way to know if these logs contain private customer information and it is likely your customers don't either. I hope this isn't standard practice.
I'm shaking my head and following your instruction to contact support and request a refund. NI has had pretty consistently poor customer support since I bought Generator in the 90s but this takes the cake.
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don't try a new username, that is literally insane. why would a product have a sensitivity to an ANSI standard username in the path? NI can try to make the product break with a username, or they can ask you what yours in and then they can try to break the product with a username.
Personally I have no interest at all in running a program developed with standards so poor that a username could even potentially break it. That is ridiculous.
Just another note: I installed GR 7 on a third mac today, different username robbm instead of monnrj, another M1 machine. It crashes identically.
Maybe there is a corrupt installer in NI Access. But in any case, that's it for me. I'll only report back if support refuses my refund request.
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If you are concerned about private information contained in crash logs and prefer not to share them in this thread then you could send them to me in a direct message.
I am just offering to help as I was under the impression that that's what you came here for. I fully understand your frustration that a product you paid money for does not work.
As I said, we have so far not been able to reproduce this crash on any of our Apple computers and we are trying to figure out under which circumstances it happens and in that need to rely on any information the affected users can give us.
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i asked for help and what has been on offer is inadequate. if you detect hostility it is because i’ve spent hundreds of dollars for software that simply doesn’t work and haven’t seen anything like a launch day response to critical failure. i’ve run software dev teams for 20 years and when something looks like a duck i feel ok calling it a duck.
a proper response is devs on the thread asking real questions and your support team stepping up. this response is making your users do busy work that they should not be doing and you trying to convince people that there is something unusual about our systems that break your software when it is evident to me at least that this just isn’t the case.
why don’t you download the software through NI connect on a fresh install of the os on an Mx based system and validate it?
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I tried GR7 on my M1 MacBook Pro today (Ventura 13.5.2). Same crashes, same problems :(
I had the same problem with Massive X, which didn't work on my older Intel iMac, not on my new Mac Studio Max, not on my MacBook Pro M1 - and Massive X is still not running... But all other instruments and effects, except the new GR7, are running on all systems.
Don't know what to do now.
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"why don’t you download the software through NI connect on a fresh install of the os on an Mx based system and validate it?"
This is exactly what we have done countless times already without any issues. That's why we have a hard time figuring out what's going on. We see a lot of users successfully using Guitar Rig every day on Apple computers with all kinds of macOS versions and M processors. So we are trying to determine what the conditions are under which this crash occurs for some users.
"a proper response is devs on the thread asking real questions "
I'd really appreciate it if you could share with us what those "real questions" are so we can better and quicker resolve this for you and all other affected users. Thanks!
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Well despite how hard I find that to believe since I did the same thing myself and it absolutley didn't work here is how to make GR7 work on an M1/2 mac running OS 13.3 (most recent) from a blank slate. I tested it on three machines that didn't work previously but do now:
- Install Guitar Rig 7.
- BEFORE YOU RUN IT or open the plugin go to System Settings -> Privacy -> Full Disk Access and allow Guitar Rig to have full disk access. You have to hit the plus at the bottom of the screen and add the app from Applications/Native Instruments/Guitar Rig whatever (editorial: it is nuts that you have an uncaught exception regarding this in your code.)
- If you ran it before you did this there are corrupt prefs on your disk and you will need to follow the steps above to remove them all before you will be able to run the software.
- Run the standalone first.
- Then the plugin will work.
I figured this out myself by looking up the strage addressing error that the crash log was reporting online and found articles about software not working vs MacOS's (kinda) new security model regarding full disk access. For the record there is NO way this software needs or should have full disk access, but whatever. I have installed a lot of software since this change and never had an issue with this and never had to do this manually, including on many NI products.
On a lark I googled Guitar Rig 7 crashes Full DIsk Access and found this article on NI's site that I can't post here because of your forum software (that will allow me to post a crash log, lol.) Google "Guitar Rig 7 crashes Full Disk Access" and you will find it.
The software has a flaw, I hope it gets fixed, but in the meantime I would be shocked if anyone running the current release of OSX was able to get it to work at all without following these steps.
As for the real questions: you've pushed responsibility back on to me, the paying user, again. How would I know? A dev on this project apparently was able to figure this out since the tech artilce was posted. They would look at the issue with the understanding and intuitions of someone that had spent months on the project and would be able to ask speicific questions in pursuit of the resolution. The lack of dev engagement here pretty clearly communicates that someone doesn't actually care if the software works for your endusers. As a lifetime dev myself I find it really hard to believe that the devs don't care that the software has this flaw.
I've requested a refund but so far there has been no response from support besides a statement that the software is already registered and so cannot be refunded. Awesome.
Oh yeah, and the new loop machine is pretty buggy (for me at least) which is a shame since that is the sole reason that I paid for the uprade. Seems like after most (more?) than a decade someone would be able to get that bit of code working properly.
I hope this fix works for some of your folks, too. Maybe if it does we can mark the issue closed... whoops. ;)
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There seems to be an issue with crashes with some Mac users with Guitar RIg 7. We are aware of the issue. It is under investigation. If you encounter this issue, please read carefully and follow these steps here: GUITAR RIG Crashes at Startup
Sometimes some users miss a few steps, like giving full disk access to Guitar Rig 7 and restarting your computer, as well as resetting the database and deleting the user preferences.
If all this fails, you can comment in this thread, share your crashlogs or contact our support here: https://bit.ly/NISupport_GR
We will update this thread as soon as there is more information to share. Our apologies for the inconvenience.
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I made everything described on this page several times and already posted my crash logs here in these post. Still not working.
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@noumena9 The Guitar Rig team is investigating the issue and @Eddie_NI is helping here. No one pushed responsibilty onto you, I believe it's only miscommunication and frustration from your part, which is understandable.
The thread was "answered" because people responded to it, it was not set to accepted yet. I updated the post with our Knowledge Base article, article that was already posted many thimes in the forum. Sorry that no one had posted it here yet and that's what I did. I've put my post as accepted answer to make sure other affected users first try all the steps and if it doesn't work, they know it's under investigation and we'll update the thread as soon as there is more info.
Affected users can also chime in and send/post crashlogs that will help the investigation and resolution of the issue. They are also invited to contact support, and you can do too here: https://bit.ly/NISupport_GR
The ticket you submitted for refund is still open, you had an automatic reply but if you still want to go through it, a colleague of mine should get back to you soon.
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@mschmahl Yes I know, I have read the thread thoroughly before posting, and I'm truely sorry to hear your bad experience. I also wrote in that post that the issue is under investigation. I just put that as accepted answer to make sure that other users first try the said steps. Then only people in your situation should jump in and it will be easier to share relevent files and hopefully find a fix.
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I am experiencing the same crashing with Guitar Rig 7 on MacOS Ventura (13.6) - Intel Chip. I installed Guitar Rig 7 through NI Native Access. I am launching GR7 as a Mac AU plugin from within the latest Adobe Audition 2023 application. I should also note that I have GR5 and 6 also installed and access them as AU plugins through Adobe Audition 2023 (and have for quite a while), without any issues.
Kind of a bummer to pay for something that states it's supported on your OS, only to have it crash (along with your DAW) whenever launched.
Is it possible to get a refund for GR7? Or... is there any ETA on a GR7 patch version fix?
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Did you start Guitar Rig 7 in standalone mode first before starting it as a plugin?
If not, please try to start it in standalone. If that does not work, please follow these steps and try to start standalone again: https://support.native-instruments.com/hc/en-us/articles/360015289417-GUITAR-RIG-Crashes-at-Startup
If it then still crashes it would be extremely helpful to if you could send us a crashlog so we can find out what's going wrong on your computer.
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Hi @Eddie_NI... I did not try to start GR7 in standalone mode. I will give that a try tonight (following the instructions in that link). If it's still crashing as a plugin after that (and I see your note about trying standalone, twice, if needed), I'll grab some crash log snippets for you and post as an attachment in here.
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