Syntorial is hanging or crashing on startup

Written By Joe Hanley (Super Administrator)

Updated at April 23rd, 2024

Please try the following solutions in order:

 

Solution #1: Reboot your computer

 

Solution #2: Delete UsersMaster

Mac

  1. Open Finder
  2. From the "Go" menu at the top of your screen select "Go To Folder..."
  3. Paste in "/Library/Application Support/Syntorial"
  4. Delete any file that has "UsersMaster" in the name
  5. If you don't see a UsersMaster file there try again at “~/Library/Application Support/Syntorial”
  6. Open Syntorial
  7. If it succeeds, it will eventually ask you to make a New User. If you already have an existing user, make a new temporary one. Then go into the File menu, select Load User, and load your previous one.

Windows

  1. Enable hidden files by going into your Control Panel, clicking Appearance and Personalization, and then clicking Folder Options. Click the View tab. Under Advanced settings, click Show hidden files and folders, and then click OK.
  2. Go to “C:\Program Data\Syntorial”
  3. Delete any file that has "UsersMaster" in the name
  4. If you don't see a UsersMaster file there try again at "C:\Users\[username]\AppData\Roaming\Syntorial"
  5. Open Syntorial
  6. If it succeeds, it will eventually ask you to make a New User. If you already have an existing user, make a new temporary one. Then go into the File menu, select Load User, and load your previous one.

 

Solution #3: Windows MOTU

Are you on Windows and using a MOTU M2 or M4 audio interface? Go into the MOTU's settings and turn off the "Use lowest latency safety offsets" option.

 

Solution #4: Disconnect Audio Devices

  1. Disconnect all audio devices from your computer
  2. Restart your computer
  3. Without reattaching any devices, launch Syntorial
  4. If it works, re-connect your audio devices
  5. In Syntorial, go into the Options menu at the top of your screen and select MIDI And Audio Settings.
  6. Select your desired Audio Output
  7. Do a lesson in Syntorial
  8. Close and re-open Syntorial

 

Solution #5: Do a clean reinstall of Syntorial

  1. Completely uninstall Syntorial: How do I uninstall Syntorial?
  2. Download the latest version (log in at www.syntorial.com/account and go to Downloads)
  3. Run the installer

 

If none of the above solutions work:

Use the Contact Us button at the top of this page to reach out to us. Collect, zip and attach the following files:

  1. Syntorial's StartupLog.txt located in Documents/Syntorial
  2. If you're on Mac and Syntorial crashes during startup (instead of hanging) send us a crash report:
    • Go to Applications/Utilities
    • Open Console
    • Click "Crash Reports" on the left side
    • Find the most recent Syntorial crash
    • Right or CTRL-click it and select “Reveal in Finder”
  3. A screenshot of your audio device configuration
    1. Mac:
      • Go into Applications/Utilities
      • Open Audio MIDI Setup
      • Make sure the Audio Devices window is visible (if not, enable it from the Windows menu at the top of your screen)
      • Take a screenshot
    2. Windows
      • Right click the sound icon in your system tray (or task tray)
      • Select “Open Sound Settings”
      • Select “Manage Sound Devices”
      • Make sure all outputs are visible
      • Take a screenshot