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Using Hauptwerk: troubleshooting Errors, warnings and the log file If Hauptwerk encounters a problem, an error or warning message will be displayed on the screen. Each message has a unique error code, shown at the start of the message, followed by a unique activity code which indicates when the problem occurred. If you need to contact your support provider for support, these codes help him or her to locate its cause. All errors, warnings and information messages shown on the screen are also written to a log file so that you can refer back to them later, and so that they can easily and accurately be sent to your support provider if you need assistance. To view the log file select Help | View recent error/activity log from the Hauptwerk menu:
... and then scroll to the end of the log:
Note that additional diagnostic information is sometimes written to the log file, which you may wish to examine on occasions. For example, the total audio latency is recorded, along with timing information when loading sample sets, and some errors that are not critical and could interrupt the audio output if reported on the screen, such as failures to send MIDI system exclusive messages. Hence it is worth checking the log file periodically. What to do if an error occurs First of all, make absolutely certain that you have read the error message carefully. Usually the error message will contain all of the information necessary to fix the problem. If you wish to refer back to the messages, use Help | View recent error/activity log and scroll to the end of the log. Please also make sure that you have read all of this user guide and at least the FAQ section on the Crumhorn Labs website before contacting your support provider for support. If you are having problems with a setting on one of the settings screens, make sure that you have tried clicking on the pointer/question-mark icon immediately to the left of a screen's OK button, then clicking onto the setting to see if the on-line help gives you the necessary information. Most of the on-line help is not duplicated in this user guide. Also make sure that you have all current operating and driver updates applied, and especially that you have the latest drivers installed for your audio/MIDI interface(s). If you still do not know how to solve the problem, provided that you are on a supported Hauptwerk version and are within the support period for that version, you can of course contact your support provider for support. Please initially contact the vendor from whom you bought Hauptwerk, who will advise you who to contact. If you purchased a licence for Hauptwerk directly from Crumhorn Labs then please see the Crumhorn Labs website to contact us. You can also try posting details of your problem to our on-line forum if you do not need a solution urgently. Important: If you do need to contact your support provider about a problem, please always try to describe the problem as accurately and concisely as possible in an email and then use the instructions in the following section to send a diagnostic file attached to the email. That will allow him or her to see your log file, your main Hauptwerk settings and various other Hauptwerk settings and files that are essential for diagnosing most problems quickly and easily. How to send a diagnostic file to your support provider Step 1. If the problem you are having relates to a specific sample set, then please first make sure that the sample set is loaded (unless that's impossible). When you create a diagnostic file in the next step Hauptwerk will then include settings that relate to that sample set. Step 2. Select File | Create a diagnostic file to send to your support provider from the Hauptwerk menu:
Step 3. A Save as window will appear. Use it to navigate to a location in which you want the file to be created. For example, choose your desktop or your home folder (Mac OS X) or My Documents folder (Windows). Type a meaningful name for the file, so that you will be able to identify and find it in order to attach it to an email, then click the Save button:
Step 4. After a few moments a message should appear, indicating that the diagnostic file has been created successfully, similar to this:
Note down the name you gave the file and the folder in which you saved it, so that you can attach it to an email in the next step. Now click the OK button to dismiss the message. If you do not see a success message, then please start again and make sure you type a name for the file when prompted, and that you select a folder that you are allowed to write to, such as you home folder (OS X) or your My Documents folder (Windows). Step 5. Now use your email software to attach the diagnostic file to an email to your support provider. In that email please make sure that you also try to describe the problem as accurately and concisely as possible. Please see your email software's documentation if you need help on how to send email attachments. Common problems If the audio is breaking up, or the delay between pressing a key and hearing the sound is too long, please see the performance tuning section which covers the settings you need to adjust to prevent these problems. If you hear a regular triangle chime, then Hauptwerk is running in evaluation mode. If you have purchased a licence for Hauptwerk, make sure that you have the USB dongle attached to a spare USB port on the computer and that the orange lamp within the dongle is lit. If you have only purchased or downloaded an evaluation copy of Hauptwerk, then the triangle chime is to be expected. If you believe that you have configured the MIDI screens correctly but Hauptwerk's virtual keys and controls are not responding as expected, try closing Hauptwerk then using a diagnostic tool such as MIDI-OX (see the links page on the Crumhorn Labs website) to show the MIDI messages that your computer is receiving. You may then be able to see whether the problem is due to your MIDI hardware or wiring or a setting on one of Hauptwerk's settings screens. If nothing appears to happen when you double-click on the Hauptwerk icon, then it is likely that you have a corrupted audio driver that is freezing when Hauptwerk queries it during start-up, leaving Hauptwerk waiting for the driver to respond. Make sure that you uninstall any audio drivers for hardware that you no longer use. If the problem persists, please contact Crumhorn Labs for advice. If an audio or MIDI device is configured for use with Hauptwerk, and is in use by another program when you attempt to activate Hauptwerk's audio and MIDI systems (for example, by loading a sample set), then errors will be reported. Hauptwerk must have exclusive access to all devices configured for use with it. If you have the Advanced Edition or an evaluation copy of Hauptwerk and you hear xylophones, pianos or other odd sounds when playing virtual keys or changing the state of virtual switches, check that none of the paths on the General settings | MIDI output paths screen have their MIDI port set to 'Microsoft GS Wavetable SW Synth' or any other similar software synthesizer output, which would cause the other software synthesizer's sounds to be triggered in response to Hauptwerk's MIDI output. Backup configuration files Hauptwerk stores all of its settings in several configuration files, which are saved each time that you exit Hauptwerk or unload a sample set. Although it is extremely unlikely, if your computer was turned off or crashed at exactly the moment that the files were being saved, they could be corrupted. This could also happen if you tried to run two or more instances of Hauptwerk at the same time, which is why Hauptwerk prevents you from doing so. To insure against such events, Hauptwerk automatically keeps a backup of the last known good configuration and silently restores it if it finds the corresponding settings file to be corrupted. A warning is written to the log file to alert you to the possibility that some of your recent settings changes may have been lost. |
