Dorico 5 stuck on empty crash report window

christianhofmann · May 25, 2023, 1:45pm

MacBook Pro (13-inch, 2019, Two Thunderbolt 3 ports)
https://support.apple.com/kb/SP799?locale=en_US

Ben_at_Steinberg · May 25, 2023, 1:47pm

That doesn’t seem to match the system profile provided. Has the computer been modified in some way? Dorico (and Qt) require official supported hardware configurations to run using the hardware-accelerated Metal framework.

christianhofmann · May 25, 2023, 1:49pm

The only thing I did was upgrading the memory from 8GB to 16GB.
But that’s it.

I am a Dorico user since version 3.5 and had never any issues with it.

Ben_at_Steinberg · May 25, 2023, 1:52pm

Did you also upgrade the processor to an i7?

Ben_at_Steinberg · May 25, 2023, 1:53pm

The graphics card is also reporting to be different to the base spec for the MacBook.

christianhofmann · May 25, 2023, 1:53pm

Yes, the 1.7GHz quad-core Intel Core i7.
Edit: It’s actually 2GHz.

Ben_at_Steinberg · May 25, 2023, 1:55pm

Could you DM me the serial number of the hardware from underside of the MacBook so we can verify it’s a supported hardware configuration? It’s missing from the system profile you sent.

christianhofmann · May 25, 2023, 2:02pm

Done

Ben_at_Steinberg · May 25, 2023, 2:31pm

For anyone following along at home, it transpires that this computer isn’t a standard Apple hardware configuration and isn’t supported by the hardware acceleration in our underlying Qt framework.