Susan G
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[Solved] Fatal MSVCR120.DLL error starting Braintree
Hi- I just updated to Braintree and I'm now unable to start SONAR at all. I've tried rebooting and even just trying to run SONAR after closing the QuickStart window with no project loaded I get: A fatal error has occurred. Module: C:\WINDOWS\SYSTEM32\MSVCR120.DLL I sent the first Minidump to CW via the autosend. I'm sure it's something simple, since SPlat was running great before the update. Any suggestions? I know I can try the rollback but I'd like to get this working. Edit: I just tried installing again from the Downloads folder and I get the same result. Thanks- -Susan
post edited by Susan G - 2015/02/27 19:23:33
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Anderton
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Re: Fatal error starting Braintree
2015/02/27 15:37:24
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Apparently this is not unknown. This thread, although not related to SONAR, has a solution that seems to work. Please don't just take the first solution, it wasn't a solution...you need to go further down in the thread to get the answer. It relates to run-time libraries or something equally esoteric.
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 15:59:46
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Hi Craig-
I tried deleting both msvcr120.dll files (I had one in \windows\system32 and one in \windows\sysWOW64) and installing using the vcredist files from the Microsoft site and still no joy. AFAIK, I've done what that thread suggested.
This is particularly strange since I was running SPlat just fine last night and haven't installed or changed anything on my system since except the Braintree upgrade. I literally booted into Windows 8.1 the first time today just to install that.
Any other suggestions?
Thanks-
-Susan
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Noel Borthwick [Cakewalk]
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Re: Fatal error starting Braintree
2015/02/27 16:19:01
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Do you have a CWBRN number for this? I can try and locate your minidump using that. Alternatively you can upload the dump file and send me the link via PM.
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 16:28:35
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Hi Noel-
I was on the phone with CW support and they couldn't locate the CWBRN, so I've sent you the link. Thanks for taking a look!
-Susan
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Anderton
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Re: Fatal error starting Braintree
2015/02/27 16:37:41
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If Noel's on the case, the odds in your favor just improved dramatically 
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Noel Borthwick [Cakewalk]
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Re: Fatal error starting Braintree
2015/02/27 17:08:49
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Any chance that you are running any mods that change the resource file? Its crashing on a string copy from the resources!
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 17:09:34
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Noel Borthwick [Cakewalk]
Any chance that you are running any mods that change the resource file? Its crashing on a string copy from the resources!
No, none.
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Noel Borthwick [Cakewalk]
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Re: Fatal error starting Braintree
2015/02/27 17:10:43
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Do you have a monthly or annual membership? Also did you purchase from Steam?
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 17:19:06
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Noel Borthwick [Cakewalk]
Do you have a monthly or annual membership?
That's an interesting question! I actually have an annual membership now, but only as of today. When I talked to CW I explained that I had just switched from monthly to annual and I wondered if that had something to do with the problem (too much of a coincidence.) On the "About" screen for Braintree it said I was still on a monthly payment plan. The CW rep I spoke to suggested I call Cleverbridge, but since I couldn't find a phone # immediately, I cancelled my monthly subscription on their website. I'm not sure what else I need to do to make sure it switches to annual, but as of now, it still says monthly on the "About" screen. Thanks- -Susan
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 17:19:27
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I did not purchase from Steam, no.
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Keni
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Re: Fatal error starting Braintree
2015/02/27 17:37:03
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Susan G
Noel Borthwick [Cakewalk]
Do you have a monthly or annual membership?
That's an interesting question! I actually have an annual membership now, but only as of today. When I talked to CW I explained that I had just switched from monthly to annual and I wondered if that had something to do with the problem (too much of a coincidence.) On the "About" screen for Braintree it said I was still on a monthly payment plan. The CW rep I spoke to suggested I call Cleverbridge, but since I couldn't find a phone # immediately, I cancelled my monthly subscription on their website. I'm not sure what else I need to do to make sure it switches to annual, but as of now, it still says monthly on the "About" screen.
Thanks-
-Susan
Hi Susan... As it happens, I too switched from monthly to yearly today... My situation was further complicated by the yearly purchase being bought for me as a gift through Sweetwater! I used the sweetwater redemption code in my account... Then I called customer support as my online listings were still showing it as purchased a month ago... Even more? The "new" serial number provided with the new purchase is the same serial number currently listed... The rep (cakewalk) told me that I now show as registered for a year... Then I went to cleverbridge and through a rep cancelled my monthly plan... When I open Sonar's about screen it simply says legal... I see nothing about time length... As I'm paid up until tomorrow from the monthly I guess I'll know if/when it loads on Sunday! ;-) Someone should write a definitive script of procedure for doing this as I've seen a few others going through this as well... Now praying I can download Braintree after midnight on my neighbo's wifi! ;-) I hope yours gets handled well... And more, I hope you find out what went wrong with your update and get it quickly, simply fixed! Keni
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 17:38:20
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Just thinking out loud, but if it is some sort of conflict due to switching from monthly to annual, maybe I should try deleting and reinstalling the Command Center and starting from scratch. Couldn't hurt at this point, I guess. I'd hate to be without SONAR all weekend.
-Susan
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 17:40:23
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Keni
I hope yours gets handled well... And more, I hope you find out what went wrong with your update and get it quickly, simply fixed!
Keni
Thanks, Keni! -Susan
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jih64 
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Re: Fatal error starting Braintree
2015/02/27 17:42:14
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I have a similar situation, including the error, if you go the uninstall/reinstall route, let us know how it goes ?
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Noel Borthwick [Cakewalk]
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Re: Fatal error starting Braintree
2015/02/27 17:42:18
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Yeah its indirectly related to your monthly subscription having lapsed and your annual sub not being valid because your payment didn't go through with Cleverbridge. By cancelling your monthly you now have no subscription effectively. However that shouldn't cause the program to crash obviously but it ran into a silly bug with a notification message trying to alert you to the problem. We'll fix that part but you should call Cleverbridge to sort out the transaction issue. The cleverbridge contact info is: Email: cs@cleverbridge.com Phone: +1-866-522-6855 Service hours: Monday - Friday: 8:00 AM - 8:00 PM (CST) Saturday: 9:00 AM - 4:00 PM (CST) Sunday: 10:00 AM - 3:00 PM (CST) Service hours according to time zone EST: Monday - Friday: 9:00 AM - 9:00 PM Saturday: 10:00 AM - 5:00 PM Sunday: 11:00 AM - 4:00 PM
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Noel Borthwick [Cakewalk]
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Re: Fatal error starting Braintree
2015/02/27 17:46:59
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Actually I just talked to support and there is no need to call Cleverbridge since they can adjust your purchase record on our end. So they should be able to resolve the authorization issue pretty soon from here.
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jimkleban
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Re: Fatal error starting Braintree
2015/02/27 17:55:57
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 17:56:31
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Noel Borthwick [Cakewalk]
Yeah its indirectly related to your monthly subscription having lapsed and your annual sub not being valid because your payment didn't go through with Cleverbridge. By cancelling your monthly you now have no subscription effectively.
However that shouldn't cause the program to crash obviously but it ran into a silly bug with a notification message trying to alert you to the problem. We'll fix that part but you should call Cleverbridge to sort out the transaction issue.
Hi-- I just called Cleverbridge and they verified that my monthly subscription had been cancelled. Now not only does SONAR not crash immediately, but the About screen says "Status - owned" It's a beautiful thing  ! Thanks- -Susan
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Keni
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Re: Fatal error starting Braintree
2015/02/27 18:01:57
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Noel Borthwick [Cakewalk]
Actually I just talked to support and there is no need to call Cleverbridge since they can adjust your purchase record on our end. So they should be able to resolve the authorization issue pretty soon from here.
Hi Noel... I did this today and even after contacting customer support where they verified my membership was paid for the year (I was gifted this from another friend/forum member purchased through Sweetwater), I thought to check with cleverbridge and spoke with a rep there who told me my monthly was still activated (and due tomorrow). We cancelled it so that I don't get billed tomorrow... So has this been addressed more in the last 2-3 hours? If not, I recommend double checking with cleverbridge in such a situation... Don't get me wrong, I'm very pleased that it seems to be working seamlessly... So far Sonar seems oblivious to any changes in this matter... I don't remember the about box saying anything about the monthly plan, but currently it simply says "legal". Am I missing a location to look? I won't be attempting to download Braintree until after midnight here... My internet access has lots of issues/problems... ;-) I hope you can help resolve Susan's issue so she has Sonar back up and running quickly... Keni
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jih64
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Re: Fatal error starting Braintree
2015/02/27 18:02:33
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I have the same thing, cancelled monthly, bought yearly, got the same error, but now the error is gone and it says Sonar is running in demo mode
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Keni
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Re: Fatal error starting Braintree
2015/02/27 18:09:57
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jih64
I have the same thing, cancelled monthly, bought yearly, got the same error, but now the error is gone and it says Sonar is running in demo mode
<ouch> I guess I'd better wait for more info on the Braintree update for our situation before attempting the update... Did you first verify your changeover from monthly to yearl? What was shown in the about box prior to and after switching? I forgot to look prior and now mine says legal... Nothing about monthly or timeout... Did your serial number remain the same? Mine seems to be so... Keni
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 18:10:44
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jih64
I have the same thing, cancelled monthly, bought yearly, got the same error, but now the error is gone and it says Sonar is running in demo mode
Hi Jeff- Try restarting SONAR. I got the same demo mode notification at first, but I've started it 3 times now and it seems fine. The about screen should say "Status: owned." -Susan
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Dean Capper
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Re: Fatal error starting Braintree
2015/02/27 18:11:39
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Hi Susan,
We adjusted your account so SONAR should authorize without trouble now. Please let us know if the crash continues.
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 18:12:44
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Keni Did your serial number remain the same? Mine seems to be so...
Keni
Hi Keni- Yes, when I talked to CW support today I was told the serial number remains the same if you switch from monthly to annual, and that's what I'm seeing here. -Susan
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Susan G
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Re: Fatal error starting Braintree
2015/02/27 18:18:45
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Dean Capper [Cakewalk]
Hi Susan,
We adjusted your account so SONAR should authorize without trouble now. Please let us know if the crash continues.
Hi Dean- Everything seems to be fine now. What great support--just wow! Thanks- -Susan
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jih64
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Re: Fatal error starting Braintree
2015/02/27 19:22:45
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Susan,Keni, If I recall correctly the about box didn't say anything, now it says under membership 'Ended 27/2/15 Status Demo mode, something like that. Have restarted Sonar, rebooted etc, but still the same. No big problem, these things happen, my own silly fault anyway, I actually decided to cancel monthly a few days back, was about to purchase Yearly, then seen a thread or 2 which led me to think there could be issues changing from monthly to yearly, then reactivated my monthly, then I never received the Email from cleverbridge with the payment link for Paypal for when I reactivated, So I thought I might get locked out of Sonar shortly and had a little panic attack :) then decided to take advantage of the intro price for yearly before it ended, so I cancelled again and purchased the yearly, lol
When I went to my Email to see the receipt for my yearly purchase etc, I see the monthly payment Email from Cleverbridge had turned up 1 minute before my receipt for the yearly purchase, so I might just have to pay an extra month, but that's ok. It will all work out in the wash, sent a PM to Dean to see if he could wave his magic.
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Keni
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Re: Fatal error starting Braintree
2015/02/27 19:42:38
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Susan G
jih64
I have the same thing, cancelled monthly, bought yearly, got the same error, but now the error is gone and it says Sonar is running in demo mode
Hi Jeff-
Try restarting SONAR. I got the same demo mode notification at first, but I've started it 3 times now and it seems fine. The about screen should say "Status: owned."
-Susan
Uh-oh.... Mine said legal... I didn't see the word owned... I guess I'll find out in a few hours when me electric is back on... Thanks for the info... Keni
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daryl1968
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Re: Fatal error starting Braintree
2015/02/27 21:27:56
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Same problem here folks but I am still on a monthly subscription. What do I need to do to fix it please?
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Keni
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Re: Fatal error starting Braintree
2015/02/27 21:37:05
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daryl1968
Same problem here folks but I am still on a monthly subscription. What do I need to do to fix it please?
Hmmm... So what of your setup/situation is common with these others and might be at the root of it? Some people seem to have it installed without this issue... Are you using windows 8/8.1? Keni
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