Help! Downloaded update now Scrivener won't load

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Marta
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Tue Aug 23, 2016 11:57 pm Post

JJSlote wrote:Scrivener needs a verbose, diagnostic load option. I'll bet there's no true coding bug, just a missing DLL or an out-of-date video driver that Scriv is tripping on for a few users. Or perhaps a stale Qt library is ahead on the user's path via some other application.

It's not a lack of helpfulness on L&L's part. They're tops. But this entire class of problem would be quickly vanquished -- and for all versions to follow -- if L&L were able to request a copy of the user's load diagnostic report, rather than a zip of the project.

Rgds -- Jerome


I'd be happy top send a load report (if instructed how to do it... :oops: )
Marta
Scrivener 1.9.7.0
http://www.spookyfilms.com

Mi
Mick S
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Wed Aug 24, 2016 1:29 am Post

Katherine, I contacted your support address over six weeks ago now. If memory serves I even made a suggestion or two based on similar problems I'd heard of with other software.

I have Scrivener installed on two machines. 1.9.5 and 1.9.6 work fine on my home desktop but not on my work lappy, which is where I need it.

As it is a work machine I am unable to provide logs but I've had a look and didn't see anything unusual.

My strong hunch is that JJSlote is on the right track and I agree that a diagnostic load tool would be a blessing in these situations.

If your support people would like specific info they have but to ask. I'm happy to assist as far as I am able.

CA
CASD57
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Wed Aug 24, 2016 2:34 am Post

If this isn't fixed soon...I'll be forced to go back to Ywriter5-6 or Quoll Writer, maybe not as nice but they are reliable...

Sp
SpringfieldMH
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Wed Aug 24, 2016 6:00 pm Post

Sorry for the following vent. Feel free to delete it.

I'm speaking personally here, as a retired tech support person and long time user of Scrivener. I don't work for and am not affiliated with Literature and Latte.

If you've ever wondered why tech support folks get cranky and stressed, and why the Literature and Latte folks are deserving of respect for the patience and class with which they deal with things, you've just seen it in this thread.

First we're graced with an angry self righteous self impressed self indulgent eminence who self inflates to claim to represent large numbers of customers and does everything short of accusing Literature and Latte of crimes against humanity.

Then the facts start to dribble out. Scrivener works fine on the eminence's home computer (i.e. they own and control it and have the legitimate right to use Scrivener on it). But not on their work machine. Which they apparently don't own, pretty clearly don't have admin/developer rights on, and likely don't have permission, or at least explicit formal support, from their employer to use Scrivener on it.

The majority of problems that are encountered relative to Scrivener have to do with the complex varying Windows environments that Scrivener finds itself running in, not Scrivener itself. Such is outside Literature and Latte's control. They can and do develop to standards, test thoroughly both in-house and via large public betas, and try to protect and mitigate against such, but such is ultimately outside their control. I've seen the same happen with most every major app, even in supposedly secure standardized environments.

In a work environment, unless the workplace has explicitely tested, authorized, provided and committed to supporting Scrivener, there are no guarantees and no right of expectation.

There are so many variables at play. What firewall and antivirus are being used? What mix of current/outdated apps? What administration, security and policies? Are drivers up to date? Are employees allowed to bring in and install any app they want? Are they allowed to transport material between work and home computers via easily infected USB thumb drives, CDs/DVDs, etc.? Allowed to tweak the computers however they see fit, whether for work related purposes or not?

Let those without sin cast the first stone.

But, hey, why hold oneself to such a standard of personal responsibility, when it is so much easier to point one's finger at Literature and Latte, rather than at one's employer.... or, dare I say it, oneself?

Tired, tired, tired of the uninformed self indulgent bull that gets thrown at Literature and Latte and Scrivener. I suppose it is inescapable and goes with the territory. But it sure is self indulgent and tiresome.

Shame on those who do it, particularly those who persist and refuse to learn and grow up.
I'm a Scrivener enthusiast and (used to be) experienced in PC/network support... but I am not a Scrivener expert. And I'm still editing on my first book. So take any opinion or advice I offer with a large grain of salt.

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devinganger
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Wed Aug 24, 2016 9:59 pm Post

SpringfieldMH -- again, I am looking for the Like button.
--
Devin L. Ganger, WA7DLG
Not a L&L employee; opinions are those of my cat
Life has a way of moving you past wants and hopes

Mi
Mick S
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Thu Aug 25, 2016 3:00 am Post

SpringfiledMH, you seem to have forgotten the bit where you imply I'm using cracked/pirated software. Your call of course but it is customary for it to be included in the obligatory forum post where the loyal and knowledgeable software fan calls out the troublesome troll.

What can I say? You've outed me, fair and square. A less astute reader may have been fooled by the bits in my previous posts where I mention that I'd gone through all the usual troubleshooting stuff before contacting tech support but I can't fool you can I?

Oh, and BTW, work computer as in computer I own that I use mainly for work. As in software evaluation/testing/troubleshooting and tech support. As in my day gig, where I routinely advise people to check for conflicts with security software and old drivers and all that jazz ...

Sp
SpringfieldMH
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Thu Aug 25, 2016 6:06 am Post

No such implication. Scrivener license permits use on more than one computer by the purchasing individual. You know it, I know it, we all know it. Issue was whether the owner of the computer authorized use of Scrivener on the computer. If it's your computer, you're good.

Now you just have to apply your expertise and get it to work. That involves process of elimination. In extreme cases that can involve wiping and reloading the computer from scratch, one app at a time. There are times when some apps simply can't coexist and one has to decide which to do without on a given machine.

Next time, stick with the facts and skip the umbrage and claims of crimes against humanity.

You used the "t" word, not me.

Yes, I'm a fan. But I'll move to anything better that comes along, in a second. So far, hasn't happened. Doesn't seem likely it will.

And with that, I' m done with this. L&L is welcome to delete my posts regarding this.
I'm a Scrivener enthusiast and (used to be) experienced in PC/network support... but I am not a Scrivener expert. And I'm still editing on my first book. So take any opinion or advice I offer with a large grain of salt.

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MimeticMouton
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Sat Sep 17, 2016 2:39 pm Post

Hi all,

I'm happy (and relieved!) to report that we have finally uncovered the cause for 1.9.5 and 1.9.6 failing to run on some systems. It appears that certain fonts are crashing the TTF parser that was added with 1.9.5, as part of an iOS/macOS compatibility adjustment. We are still looking for a general solution for the problem, but you can fix this for your own machines now by uninstalling the font causing the crash.

In order to identify the specific font or fonts causing the issue, please uninstall any existing Scrivener installations (manually deleting the installation folder afterward if necessary) and download and install this font diagnostic 1.9.6 version. Then:

  1. Navigate into the installation folder and double-click the "ScrivenerLog" file inside. This will launch Scrivener, with a console window recording the font debug information.
  2. If Scrivener fails to start, check the console window for the last font named--this font is causing a crash.
  3. In File Explorer, navigate to %windir%\Fonts to locate the font file. To show the font file names (rather than just the font display names),
        - click the display options on the right of the font table header and choose "Details" view, then
        - right-click into a column header and choose "Font file names" to add it as a sortable column
  4. Copy of the font file to another location, then delete the copy within the Fonts folder
  5. Repeat the above until Scrivener launches after running through the fonts (there may be more than one faulty font).

Once Scrivener starts normally, you can return to launching it via the desktop shortcut or other usual means. However, this version will always briefly show a console window on startup. If you prefer, you can uninstall this version and reinstall the regular release version to avoid that; it will run now that the problematic fonts have been removed.

If possible, please send the font file that was causing the problem on your machine, to help us correct this issue for the next release. If that's not doable, please at least let us know the name of the font file and the font.

Thank you all so much for your tremendous patience and for going through all the diagnostic steps to help us track this down.

All the best,

Jennifer
Last edited by MimeticMouton on Sun Sep 18, 2016 1:29 pm, edited 1 time in total.
Reason: Updating steps and link to a newer version that generates a static log file
Jennifer Hughes
(MM for short)

CA
CASD57
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Sun Sep 18, 2016 3:33 am Post

My file only says.... ___Log doesn't give me any info on fonts.. Which fonts are causing this ?

Mi
Mick S
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Sun Sep 18, 2016 7:15 am Post

Hi MimeticMouton

In my case the console window does not display any font names and the log file generated is empty. Scrivener still does not launch.

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tiho_d
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Sun Sep 18, 2016 10:42 am Post

Hi all,
Here comes a list of font files, which might cause you problems: FOXJUMP.TTF, Bravura.ttf, Bravura.otf, SigmundFreudTypeface1, SigmundFreudTypeface2, SigmundFreudTypeface3, SigmundFreudTypeface4, SigmundFreudTypefaceKurrent, and SigmundFreudTypefacePRO.

Please, verify that the above files do NOT exist inside your Windows/Fonts directory.

EDITED: The Bravura font family could have been installed by the ScoreCloud software. Please, have this in mind if you have the software installed, and experience GUI issues with it after removing the Bravura font. With the next release this will be sorted out, and Scrivener will work properly, even if the above fonts have been installed.

@Mick S and CASD57: Please, uninstall any existing Scrivener version. Verify that the old Scrivener installation folder is fully removed. Install the new Font Log version downloaded from the link above, and run ScrivenerLog file again as advised from MM above. If the output console is empty, there must be some other problem on your machine. Console output from Scrivener, like version number, build/release dates, should be present. Hope this helps.

P.S. EDIT: Further font files have been added to the list.
Last edited by tiho_d on Wed Sep 28, 2016 11:37 pm, edited 6 times in total.

Mi
Mick S
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Sun Sep 18, 2016 11:48 am Post

Removing Bravura has done the trick on my system and Scrivener now launches. Hats off to tiho_d, MimeticMouton and anyone else involved in tracking down this most troublesome gremlin. It took a while but you got there in the end.

CA
CASD57
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Sun Sep 18, 2016 10:00 pm Post

Shoot I don't have those three in my font folder

Plus I'm in the middle of a book so I'm not doing a clean uninstall..Just in case...I'll wait for more Font names to be included

Fi
FireDitto
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Wed Sep 28, 2016 3:22 am Post

MimeticMouton wrote:
  1. Navigate into the installation folder and double-click the "ScrivenerLog" file inside. This will launch Scrivener, with a console window recording the font debug information.
  2. If Scrivener fails to start, check the console window for the last font named--this font is causing a crash.
  3. In File Explorer, navigate to %windir%\Fonts to locate the font file. To show the font file names (rather than just the font display names),
        - click the display options on the right of the font table header and choose "Details" view, then
        - right-click into a column header and choose "Font file names" to add it as a sortable column
  4. Copy of the font file to another location, then delete the copy within the Fonts folder
  5. Repeat the above until Scrivener launches after running through the fonts (there may be more than one faulty font).


Unfortunately the best I get is:
Qt: Untested windows version 10.0 detected!

And the control box shuts down. Literally the only reason I know the control box says that, is because I did a screen grab when I started up that version of Scrivener. It flashes that fast.

I'm not sure what to do, as I don't have the three fonts listed installed on my machine.

Any further help would be greatly appreciated.
Windows 10 Home

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Aryadna
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Wed Sep 28, 2016 3:54 am Post

FireDitto wrote:Unfortunately the best I get is:
Qt: Untested windows version 10.0 detected!

And the control box shuts down. Literally the only reason I know the control box says that, is because I did a screen grab when I started up that version of Scrivener. It flashes that fast.

I'm not sure what to do, as I don't have the three fonts listed installed on my machine.

Any further help would be greatly appreciated.


One way to test is to reboot your system and not open any programs. Then, create a new folder, and label it something like "Fonts Folder Copy".

Navigate to your Fonts folder, click on a font, and press ctrl + A to select all of the fonts. Drag them over to that new folder you created.

It is going to give you some errors such as "The font you are trying to move is a system font" or some such thing. Just press skip all or ignore all to get rid of the errors.

The fonts that came with your system will remain in the fonts folder, and the rest will move to the copy folder.

Once the process is complete, try running the program again. It should start up fine.

To weed out fonts, drag them over one at a time to the Fonts folder, and check (reopen) Scrivener after each addition to see if it loads. When Scrivener fails to load, put that font in a "Bad Fonts" folder. Keep doing this for all the fonts in your Fonts Folder Copy (or whatever you named that folder). When you have a list of "Bad Fonts", please let L&L know so they can keep testing. :)

I am currently in the process of this, myself. But as I have over 8000 fonts, it is taking a while. Good luck!