I was using the version 3 trial and thinking about buying it, but when I tried to run it to get to the licensing function, it just hung.
I killed the process but it always hangs when I try to start it.
The Windows titlebar says ‘Not responding’.
This happens on the startup screen.
It uses 100% of a CPU core while it’s ‘Not responding’.
Any ideas?
I ran the debug script, and when Scrivener hangs, there’s a window in the background that is spewing these messages faster than I can read easily: “Critical: File: Line:0 Function:QSettings: RegEnumValue failed (No more data is available.)”
Also, it does seem to start normally maybe one time in 10 attempts. I was able to update and then buy and license Scrivener, but the problem remains.
Personally, I would save my preferences (if you tweaked them) and then uninstall and reinstall.
But the best advice would probably be to contact LL directly.
Might also be a case of antivirus interference. You may want to try whitelisting Scrivener in your AV settings.
Thanks for the response. I’ve done as you suggested, and submitted a support request.
Meanwhile, S3 continues to start normally about 1 in 10 attempts.
It’s not antivirus interference, because it happens even with the A/V software disabled.
The problem seems to occur when S3 tries to contact its license server. It’s possible that I’m blocking that host for unrelated reasons. Do we have any idea where it’s located?
At this point I’d save my prefs upon a successful load up, then uninstall/reinstall.
Check your firewall.
I’m not at my computer and don’t recall the license provider’s name.
But that wouldn’t explain the tremendous cpu usage.
I’d really go with a fresh reinstall.
I reinstalled .NET Framework 4.8, and since then S3 has opened properly every time. Assuming that was the fix, it seems to me that checking for requirements and informing the user of any that are missing, rather than randomly hanging – and using a ton of CPU – would be a good thing.
Spoke too soon. The problem still exists. This morning I fired up Scrivener 3 and it’s once again hung, spewing the same error messages into the log window.
Now I’m back to thinking that it’s either an issue with the S3 licensing back end, or that I’m blocking an important IP address at my router. It would help if I knew which IPs are involved.
One new observation: the process that’s using all the CPU is now ‘conhost’ - the Windows CLI window that the log is spewing into.
I submitted a support request to L&L, and haven’t heard back yet, but in the meantime I will do as suggested and uninstall/reinstall, after (hopefully) saving my preferences.
L&L is using Paddle for license validation, though I don’t know whether they are using Paddle’s old API, webhooks or something else. You could check your firewall rules against against this webhooks IP list: Security - Paddle Developer
Thanks for the list. I’m not blocking any of those IPs.
I see upthread where you reinstalled the .NET framework, but I don’t believe you mentioned whether you uninstalled/reinstalled Scriv 3 as @Vincent_Vincent suggested. If you haven’t, you should definitely give it a try. It might not help, but it might–we’ve seen similar weirdness that was ‘fixed’ by a reinstall.
Also, do you happen to be using a VPN? That probably wouldn’t cause this issue, but thought I’d ask since you seem to suspect it’s related to networking.
Best,
Jim
On the contrary, I think this might be a very good lead.
I haven’t yet done the uninstall/reinstall. I was hoping to get a response from L&L first.
My main Internet connection is not hampered by an always-on VPN. I use a VPN client to access remote systems as required, but it also does not affect my main connection. My WAN IP remains the same. I run several servers on that IP.
However, I will test with and without the VPN enabled and see whether it makes any difference.
Ok to wait for the Scrivener folks to get back, but FYI, it’s become over the years a standard Windows “fix” method to un-install/re-install trouble-some apps. Apps typically install hundreds (or more) files and if any get mis-configured, corrupted, etc. the easiest and most reliable way to repair is to un-install/re-install.
Indeed it has, along with ‘have you tried rebooting’. And while there’s no doubt that both of these measures often produce good results, they also effectively eliminate the possibility that the actual cause can be determined.
I’ve been on the other end of this, as a developer, and it can be frustrating when users are too quick to use these ‘fixes’. As a Scrivener 3 user, I obviously want a solution, but in this case it’s not urgent. Which is why I’m giving L&L a chance to respond.
Also, I have a distinct impression that this is something easily fixed.
To that end, I’ve noticed that when S3 is hung and spewing into the debug log, these appear in Procmon:
Scrivener.exe RegEnumKey HKCU\Software\Classes\CLSID NO MORE ENTRIES
Clearly S3 is iterating through class data in the registry, but somehow failing to notice that it’s at the end. I’ll pass this on to L&L.
From the support point of view, we always prioritize getting people “unstuck” over identifying an issue, especially when, as in this case, the person is completely locked out of Scrivener.
Capturing any debug data you can is extremely helpful. Also, if reinstalling fixes the issue, knowing that is helpful, too.
Heard back from L&L support.
They suggested running S3 ‘as administrator’ which didn’t help. But running S3 in Windows 7 compatibility mode is working, so far.
They also expressed interest in digging deeper, so I sent them some system details.