I participated in the beta for a few months successfully. After a break of about six months, Sansar crashed on startup. I've done multiple uninstalls and re-installs, removing remaining folders manually. But every time, just as Sansar is about to start the screen disappears and the program closes, without an error message.
Any suggestions on how to do a clean reinstall?
Alienware Aurora R6
x64, 16GB RAM
Intel i7-7700K CPU @ 4.20GHz, 4200 Mhz, 4 Core(s), 8 Logical Processor(s)
Windows 10 home
If you use Malwarebytes software, try disabling it completely and then logging in. If that works then you are experiencing the same bug that is keeping me out of Sansar these days.
Thanks, that's a great idea I had failed to check. But so far there's no difference. I closed Malwarebytes without effect; then tried just adding Sansar as an exclusion. I did the same thing with Windows Defender, which is my only other security software at the moment.
OK, problem solved. And quite frankly, I'm not sure how. It may have been a delayed reaction on the security software, or perhaps something else. I accessed my account from a different computer--after a slight problem with an avatar error message, which i was able to resovle, i closed the program. And now I'm able to access both my old and new account from my computer.
Thanks again, Debi, for taking the time to assist.
:)
Premature celebration. I can log-in now, but the vast majority of experiences crash before fully loading. I do get an error message some of the time--the hopelessly vague "memory [at xxx000] could not be read." This is especially frustrating given that a few months ago, I had no problem accessing any of the experiences. I've submitted a help ticket.
Glad you got it working. I'm still waiting for some kind of resolution from either Linden Lab or Malwarebytes. I've filed tickets with both.
It was Malwarebytes for me after all. It's not enough to switch off Malwarebytes or even to uninstall it. The Lindens provided instructions to "clear the cache" that worked like a charm for me. Here were the instructions for anyone with the same problem:
To clear the cache:
Make sure all Windows Updates and graphics card drivers are up-to-date
Uninstall the client
Press the Windows Button.
Search for “ %LOCALAPPDATA% ”.
Find the folder called “LindenLab” and delete it.
Reboot
Disable Antivirus and Firewall
Reinstall the client as Administrator
I'm grateful to the Linden Lab for their quick, courteous, and spot-on assistance!
Yes, I can do all that too, but the problem still persists unless Malwarebytes is disabled anytime I want to be in Sansar. That's not a good solution for me. I sure hope they get this fixed soon.
I've not had any problems at all logging into any experiences, and I haven't crashed (yet).
Just curious, Simeon. Are you using Malwarebytes on your computer?
So, Debi, are you saying you can have Malwarebytes on your equipment as long as it is switched off while Sansar is loaded?
@Simeon, this is a known issue where Sansar and Malwarebytes have conflicts. I've filed tickets with both Sansar and Malwarebytes. This is affecting several people that I know of and who knows how many that I'm not aware of. I was told by Sansar support that they are working on a fix; however, I'm disappointed to discover that the fix was not in this latest update. Tech support at Malwarebytes is also continuing to investigate the issue.
@Jayber, I have only tried attending product meetings other than logging in and testing for Malwarebytes support and Sansar support since this began over a month ago. I can get to the product meetings if I shut down Malwarebytes completely from the Malwarebytes dashboard.
I've reinstalled Malwarebytes since the last Sansar update, and both seem to be playing well together.
Thanks for the update. I logged in this morning and visited several experiences without crashing.