BIAS AMP 2 crashes / freezes at startup (Standalone / Plug-in)¶

BIAS AMP 2 freeze at launch in a black screen (get stuck on the initial loading page.

1 - Reset BIAS AMP 2¶

Use the appropriate macro based on the customer's operating system:

• #BIAS AMP 2::Freeze/Crash on macOS
• #BIAS AMP 2::Freeze/Crash on Windows

2 - Collect the info and forward it to team¶

If the reset workaround doesn't work, the customer should send the log file to us. Tag WeiTing in the Supt-private channel with following info:

1. Ticket#

2. Issue Brief

3. Log File (Name it with the ticket number and upload it to Google Drive)
   

3 - Inform the customer¶

Inform the customer that we've forwarded the information to our team and will offer update ASAP. (Submit the ticket as on-hold)

If this is a trending issue, link the ticket to the Trending Issue List: Zendesk Feature#Trending Issue

4 - Follow up on the case¶

WeiTing will provide additional details after the RD team has reviewed the problem.

5 - Case Close¶

Inform the customer of the solution/current situation. [END]

The macro "Freeze/Crash on macOS & Freeze/Crash on Windows" provides detailed instructions on how to reset and install the latest version of BIAS AMP 2 on both macOS and Windows platforms. It also guides the customer on how to collect the necessary log files and effectively send them to us for analysis:

macOS:¶

To resolve this, please follow the instructions below to reset BIAS AMP 2 on your computer:

1. Launch BIAS AMP 2 Standalone and close it.

1. Rename the BIAS_AMP2 folder in "Documents/PositiveGrid to "BIAS_AMP2 backup"

2. Navigate to the hidden "~/Library" folder and delete BIAS AMP2.settings.

   ⚠You have to locate the hidden Library folder by the following instructions:

   a). Launch Finder.

   b). Click "Shift + Command + G" then copy & paste "~/Library/Application Support/PositiveGrid" to the ​"Go to the folder" window.            c). Find the "settings" file and delete it

3. Uninstall BIAS AMP 2 on your computer.

4. Restart your computer.

5. Download and install the latest version of BIAS AMP 2 from the links below:

   Mac All in One

6. Launch BIAS AMP 2 and see whether it works properly.

If the issue persists, kindly inform us if BIAS AMP 2 can still produce sound even if the user interface doesn't appear. 

Please also assist us by collecting logs from your computer:

Log Collection Tool (macOS)

Windows:¶

To resolve this, please follow the instructions below to reset BIAS AMP 2 on your computer:

1. Launch BIAS AMP 2 Standalone and close it.

2. Navigate to the following folder: "\Documents\PositiveGrid".

3. Rename the BIAS_AMP2 folder in \Documents\PositiveGrid to "BIAS_AMP2 backup".

4. Navigate to the %APPDATA% folder by typing "%APPDATA%\PositiveGrid\" in the address bar.

5. Delete BIAS_AMP2.settings at "%APPDATA%\PositiveGrid\".

6. Uninstall BIAS AMP 2.

7. Restart your computer.

8. Download and install the latest version of BIAS AMP 2 from the links below: Windows 64bit Windows 32bit

9. Launch BIAS AMP 2 and see whether it works properly.

If the issue persists, kindly inform us if BIAS AMP 2 can still produce sound even if the user interface doesn't appear. 

Please also assist us by collecting logs from your computer:

Log Collection Tool (Windows)