I have a customer who bought Sherry Mayrent's Klezmer song/style disk.

Here is the situation

• It's probably installed correctly as the styles show up in the song picker
• The .ls3 file and the .txt file that belong in the Data folder and it's sub folders are in their proper places
• She has the latest bug fix release of BiaB/Mac
• If she loads a song, the style both loads along with it and plays with no problem
• PROBLEM: However, if she loads a style via the style picker, BiaB crashes

Does anyone have any idea about how I can help this customer?

Thanks,
Notes

Bob,

No idea but knowing the computer's operating system version number and what year Band-in-a-Box program she has will help get better responses from the Mac users.

Hi Bob,
The first thing I would ask the customer to do is to get a crash log so you could post it here.

If you have them navigate to and launch "/Applications/Utilities/Console.app", then in the column on the left click on "User Reports".

There you will see all the BIAB crashes listed by date.
If they select an entry, the crash log shows in the right side of the window, then they can copy/paste it in an email to you.

If you can post the log here or send it to PG support, the PG folks can probably help, they are really good a deciphering the crash logs.

Hopefully this helps !

- Jay

Thanks.

Her operating system is Catalina 10.15.5 and as you know, it’s BAIB 2020.

I've asked her for permission to post the crash log. I wouldn't post anything without permission.

It's a .pdf 26 pages long so if she says OK I'll upload it to my site and post a link here.

Bob

I got permission to post the crash report. It's long so rather than post it here, I uploaded it to my site and here is the URL

http://www.nortonmusic.com/aaa/BIAB_Crash_report.pdf

Not sure which is right so here are more.

http://www.nortonmusic.com/aaa/Crash_report2.pdf

http://www.nortonmusic.com/aaa/Crash_Report3.pdf

http://www.nortonmusic.com/aaa/DIAGNOSTIC_REPORT.pdf

This is all beyond my area of expertise. I figure too much information is better than not enough.

Thanks for any help you can provide.

Bob

Hey Bob,
It was probably good that you got permission before posting it sorry I didn't think of that.
Although since Apple went to anonymous UUID#'s there isn't anything personal in the logs anymore (but better safe than sorry).

The first and third files are actually the ones I was alluding to in my longwinded description of how to capture them.
the other files are useful if it is captured while the actual crash is happening (which doesn't seem to be the case with those), but that's OK.

I can see that thread 10 crashed in the first log that you posted, and it was thread 13 in the third file with the exact same crash.
Hopefully the PG folks can figure out what's going on there, as my knowledge of reading crash logs is limited.
I can usually spot crashes caused by plugins and that sort of thing, but that crash looks pretty integral to BIAB itself.

Maybe, if you know which of the .sty files this is happening on, you could send a copy of the style files themselves along with the first and third log files to support@pgmusic.com .

Sorry I couldn't be of any more help.

- Jay

Can you send the style to beta@pgmusic.com?

Thanks Andrew.

I'll send it along with an explanation.

Bob

Thanks for the report. The crash happens not when loading one of these styles, but when auditioning (either by double-clicking or via the green play button in the StylePicker) a style with a % symbol in the filename that does not have an audition file on the local disk. Since there are no audition files on the disk, it wants to search online, and gets stuck on the percent symbol.

StylePicker --> Actions --> Dialog Options --> uncheck "Use Internet". This will prevent the crash from happening. Alternatively, you could have audition files on disk. They are .m4a files with the same name as the .sty. These get saved in RealTracks/Data/Style Demos Audio.

Thanks Andrew.

I just turned my computer on, thunderstorms have been raging all day. It's the rainy season down here so I'm used to these kinds of days. They make everything outdoors nice and green.

I'll forward this to my customer, I'm sure she will be thrilled.

Again, thanks for the quick help.

I rarely need PG Music service, but when I do, I am always impressed and satisfied with the outcome. You all are the best.

Bob

I just heard from our mutual customer.

Your work around does it, it's not crashing!!!!!

Thanks again,
Bob