unable to launch/uninstall Scrivener

User avatar
MimeticMouton
Posts: 8709
Joined: Wed May 05, 2010 5:39 am
Platform: Mac + Windows
Location: city of rain
Contact:

Wed Jul 27, 2016 10:58 pm Post

Hi guys - We are truly sorry for the delay in responding in the forums. With the new desktop updates and the new iOS release all out together, we're rather snowed under with our email tech support, and it's the same people who handle that and the forum. We do our best to stay on top of both places, but we do need a little grace right now! We really appreciate all the users who are helping one another out on the forums as well.

tiho_d, who has been replying in another thread on this topic, is in fact one of the Windows developers, and we have been working on this problem and a few others that have been reported in the last week to get an update out as soon as possible. Believe it or not, we did have beta testers for the Windows 1.9.5 version, but none of them ran into any issues with installation other than an early case of a security program flagging it and preventing installation, which sometimes happens with new software that hasn't been OK'd by a number of the security software's users. Whitelisting Scrivener in his security program's settings and reinstalling fixed the issue. So regrettably, the first instance we had of people having difficulty with the 1.9.5 installation was when it went live to the public.

Unfortunately, despite there being a number of you unable to get Scrivener running, we're still very short on information about what is causing it, why you're not able to run it but other users are, and why there's a difference in behaviour between 1.9 and 1.9.5 on your machines.

Markio, after you installed in Safe Mode, are you able to do a regular boot up and run Scrivener as normal? If so, there's nothing wrong with that set up now that it's working. Safe Mode suppresses non-essential systems from initiating on start up, so it sounds like there's some other software or service on the machine that was interfering with Scrivener's installation, and possibly is conflicting with it running (if you can only run Scrivener in Safe Mode).

It'd be helpful to get a list of the installed applications from users experiencing this--we may be able to find a common cause there. Also, if you are able to generate a log file for Scrivener, that may tell us something. To do that:

1) Kill any existing Scrivener.exe process running inside the Task Manager/Process Explorer
2) Run the Command Prompt as an administrator (in Windows search, look for "cmd", then right-click the Command Prompt program and choose "Run as Administrator" and supply the administrator password as needed)
3) In File Explorer, navigate to the Scrivener installation folder. The default location is: "C:\Program Files (x86)\Scrivener"
4) In the Command Prompt, type

Code: Select all

cd
followed by a space, then drag and drop the Scrivener installation folder onto the Command Prompt window and hit Enter
5) Then type:

Code: Select all

Scrivener.exe --log
and verify that Scrivener.exe appears inside the Task Manager/Process Explorer.
6) In File Explorer, drill down into Scrivener's installation folder and look for a "log" folder, then copy the .log file inside that. You can either attach that to a post here (you may need to change the extension for the board to accept it, it gets funny about that) or to an email to windows.support AT literatureandlatte DOT com referencing this thread, or open the log file in a text editor (Notepad will work) and copy and paste the contents.

Thank you!
Jennifer Hughes
(MM for short)

Ma
Markio
Posts: 28
Joined: Thu Feb 10, 2011 6:46 pm
Platform: Windows

Thu Jul 28, 2016 9:12 am Post

The log file:

Debug: "do 28. jul 11:06:10 2016" "
Scrivener

Application: Scrivener
Version: 1.9.5.0
Build: Release

Executable: Scrivener.exe
Compiler: MSVC.NET 1600
Qt-Compiled: 4.8.6
Qt-Runtime: 4.8.6
Windows Version: Unknown Windows Version
Created: Jul 19 2016 12:39:52
"

Windows version: Windows 10 Pro

I am able to run Scrivener normally, only sometimes it won't launch, after a reboot Scrivener launches normally.
The log doesn't state any other processes, is that allright?

User avatar
tiho_d
Posts: 856
Joined: Tue Sep 13, 2011 1:14 pm
Platform: Linux + Windows

Thu Jul 28, 2016 9:18 am Post

Yes, this is an expected log output from Scrivener.

Fi
FireDitto
Posts: 12
Joined: Fri Aug 12, 2011 12:03 pm
Platform: Win + iOS
Contact:

Sun Sep 11, 2016 3:14 am Post

MimeticMouton wrote:[sic]
1) Kill any existing Scrivener.exe process running inside the Task Manager/Process Explorer
2) Run the Command Prompt as an administrator (in Windows search, look for "cmd", then right-click the Command Prompt program and choose "Run as Administrator" and supply the administrator password as needed)
3) In File Explorer, navigate to the Scrivener installation folder. The default location is: "C:\Program Files (x86)\Scrivener"
4) In the Command Prompt, type

Code: Select all

cd
followed by a space, then drag and drop the Scrivener installation folder onto the Command Prompt window and hit Enter
5) Then type:

Code: Select all

Scrivener.exe --log
and verify that Scrivener.exe appears inside the Task Manager/Process Explorer.
6) In File Explorer, drill down into Scrivener's installation folder and look for a "log" folder, then copy the .log file inside that. You can either attach that to a post here (you may need to change the extension for the board to accept it, it gets funny about that) or to an email to windows.support AT literatureandlatte DOT com referencing this thread, or open the log file in a text editor (Notepad will work) and copy and paste the contents.

Thank you!


I don't have a 'Scrivener Installation Folder' to drag and drop.

If you mean the address C:\Program Files etc then I tried that, and was unable to get the commands to do anything. I'm very confused, but desperately want to get this to work because I purchased the iOS version and I really want/need to link them so I can work on my novel.
Windows 10 Home

Fi
FireDitto
Posts: 12
Joined: Fri Aug 12, 2011 12:03 pm
Platform: Win + iOS
Contact:

Thu Sep 15, 2016 3:00 am Post

Okay; I'm running Windows 10 Home

1.9.0.0 gives the following log;
Debug: "Wed 14. Sep 22:51:10 2016" "
Scrivener

Application: Scrivener
Version: 1.9.0.0
Build: Release

Executable: Scrivener.exe
Compiler: MSVC.NET 1600
Qt-Compiled: 4.8.5
Qt-Runtime: 4.8.5
Windows Version: Unknown Windows Version
Created: Oct 6 2015 08:57:37
"


1.9.6.0 will not generate a log. When I did the command on 1.9.0.0 it also booted up the program, which did not happen when attempting to generate the log for 1.9.6.0


ETA - Attempting to use this fix here did not work for me, either.
http://scrivener.tenderapp.com/help/kb/ ... y-settings
Windows 10 Home

User avatar
MimeticMouton
Posts: 8709
Joined: Wed May 05, 2010 5:39 am
Platform: Mac + Windows
Location: city of rain
Contact:

Thu Sep 15, 2016 9:55 pm Post

I saw you've already been in touch via the email support, but just for anyone else reading--Yes, it seems that whatever is preventing Scrivener running is doing so before Scrivener generates the diagnostic log. Since that's pretty much the first thing Scrivener does, the issue is occurring before Scrivener itself starts executing. Unfortunately that means we can't get any info about this from Scrivener itself, so we need to be looking at other system reports to suss out what is going on.

One source for this is the Windows Even Viewer. On Windows 10, you should be able to run it by right-clicking the Windows start menu and selecting "Event Viewer" from the list.

In the left sidebar, expand "Custom View" and select "Administrative Events", then from the menu select Action > Save All Events in Custom View As... and save the file as the "Event Files (*.evtx)" type.

Please then expand the Windows Logs folder in the Event Viewer sidebar and repeat the Save As for "Application", "Security", "Setup", and "System".

You can then attach the files to an email to windows.support AT literatureandlatte DOT com or upload them to a server and provide a link for our developer to download them. The logs may provide some more insight into what's going on with your Windows system when you're trying to launch Scrivener.
Jennifer Hughes
(MM for short)

User avatar
tiho_d
Posts: 856
Joined: Tue Sep 13, 2011 1:14 pm
Platform: Linux + Windows

Sat Sep 17, 2016 9:40 pm Post

A solution has been posted by MimeticMouton inside this thread: Help! Downloaded update now Scrivener won't load