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Installation and Troubleshooting - Knowledge Base
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Common Error Messages and Symptoms

The errors on this page were reported by one or more customers and resolved with the specified actions.

A. First, Restart your computer

Description: Some problems happen just due to Windows itself being in an unstable state and needing a reboot. The error might be a fluke.

Resolved by: Restart your computer if you haven't yet. Then try running the program again.

B. Installer Program will not start.

Description: If the Installer Program will not run, it may have detected that your .Net Framework prerequisite is missing.

Resolved by: Verify which version(s) of .Net are installed -- see the .Net Framework Prerequisite section of this Knowledge Base. Then install a missing prerequisite if necessary.

C. Unable to install because a newer version...

Description: When running the Installer Program, you get the following message.
"Unable to install because a newer version of this product is already Installed."

Resolved by: It is likely that you did not uninstall a previous release before installing a new one. Go to the Windows Control Panel -- Programs and Features ( Windows® 10/8/7/Vista ) or Control Panel -- Add or Remove Programs (XP) and look for the program in the list. If found Remove/Uninstall it, then try running the Installer Program again.

D. Program will not start, no error message

Description: We assume here that the program had been successfully installed (ie. the installer MSI file was run and showed no errors, and the program appears in the Windows Control Panel -- Add or Remove Programs list). Then when you try to start the program, it does not start and you may get no error message at all or some generic Windows error similar to the following.
Sound Mill has encountered a problem and needs to close.
If you look at the Details, you may see this error which indicates one of the program components could not be found.
P9 :

Resolved by: This is most often a missing or back level program prerequisite (.Net Framework, etc.). You should start the program in TEST MODE to get a more descriptive error message. TEST MODE error message will often give a good clue as to which prerequisite is bad or what the problem is. If the problem isn't obvious, send the error message to Support.

E. Program window has disappeared

There are a couple unique situations where a program window may be moved to a location entirely outside the boundaries of your primary display. The window is simply out of view but the program still has a taskbar button. This can happen if the window was located on a secondary display which is then disconnected. Or sometimes if the program configuration file somehow gets corrupted (ex a Windows crash while the program is open, etc.).

To remedy this condition follow these steps:

  1. On Windows XP, right-click on the program's taskbar button.
    Or on Windows® 10/8/7/Vista , point at the program's taskbar button to see the program's live preview popup. Then right-click on the preview popup.
  2. From the resulting context menu (or Jump List), click Maximize. This makes the window full screen.
  3. Now close the program while it is Maximized.
  4. Then restart the program. It should now be on screen and you'll be able to resize it by dragging the gripper on the lower righthand corner of the window.

F. Could not load DirectX.DirectSound

Attention: DirectX 9.0c is no longer required as a pre-requisite for the latest Version/release of any of our products. This information is provided only for users of older versions.

Description: When starting the program, you recieve a DirectX message similar to the following. (see Figure 1.)
Void .ctor(System.String[])... Could not load file or assembly ‘Microsoft.DirectX.DirectSound, Version=1.0.2902.0, ...

This is most often caused by your DirectX being back level to the necessary pre-requisite level or it is possible your DirectX is corrupted/incomplete in some way (registry corruption or missing DLLs, etc.). Also, if you installed DirectX BEFORE you installed the .Net Framework or your soundcard software and driver, you may be missing the "Managed DirectX" Dlls used by our products.

Resolved by: Installing the latest DirectX runtime often fixes this problem.

If it's still not working, try updating the drivers for your sound card. While it's not the most common solution, in some situations updating the drivers for the hardware card in your computer could correct DirectX issues. See this link if you don't know How Do I Update hardware drivers in Windows .

Figure 1. DirectX Missing or Bad Level
Figure 1. DirectX Missing or Bad Level