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Unable to open Spine trial on Windows 10

Nine Iron

It works!

I uninstalled Spine, checked to make sure the <userhome>/spine had been removed. It had.

After installing the new version, it opened with no issues. Good job guys!

Nate

Wooo! That's the best news this year! What a nightmare. It's really hard to fix something we can't see. It wouldn't have been possible without your patience

thank you for all your help!

reddums

Hi, I'm currently experience a similar issue with Spine not opening. My company has pivoted to employees working from home and I'm unable to get Spine working on my home PC. I've installed, reinstalled, and even tried installing the Spine trial just in case. None of them want to launch. The installer version I'm using is 4.0.23.

There are no spine.log files being created and when I try launching it through Command Prompt it also doesn't report any activity. It seems like nothing is happening at all no matter which method I use to open Spine.

I am running a multi monitor setup and I've tried restarting using only one monitor still to no avail.

I followed as much of the trouble shooting as I could above, I ran all of the java OpenGL tests 1 through 8 mentioned above and didn't get any errors. All of the tests were able to open the green window.

Are there any other suggestions or troubleshooting help I can follow?

My PC specs are:
AMD Ryzen 9 3950X
Nvidia RTX 3080
Two 3440x1440 ultrawide monitors and a single 4k 3840x2160 monitor

Nate

@reddums Sorry you are having trouble!

When you run from a command prompt, be sure you run Spine.com by typing either spine or spine.com (case doesn't matter). If you type spine.exe then it will run but it will not print anything.

When you run by typing spine.com, is anything printed? Does it hang or does it bring you back to the command prompt where you can type another command?

Are you running antivirus software? If nothing at all is printed when running spine.com from the command line then it sounds like an antivirus is wrecking Spine's files.

reddums

@Nate I am running spine.com and it hangs for a second before returning to the command line.

The only type of protection installed is SentinelOne, which I'm unfortunately unable to disable or interact with without IT intervention. I can get in touch with IT to see if they can temporarily disable it and see if that fixes the issue.

@Nate

I was able to find an older installer for version 3.8.99 and it installs and opens just fine with this version. Any idea why this one works but newer versions won't?

Our company has Spine Professional licenses, if I install this older version, are we able to update to the latest version with our license?

Nate

Ah, SentinelOne definitely wrecks Spine. Other users have had this problem with SentinelOne. You'll need your IT department to whitelist Spine. You can show them this SentinelOne configuration screenshot:
Loading Image

As far why SentinelOne doesn't wreck the old launcher, only they can say. Antivirus software uses heuristics to guess at what might be malicious and they often get it wrong. The old launcher can run Spine editor versions up to and including 3.8.99, but not versions higher than 3.8.99.

reddums

Alright, I'll let IT know and hopefully that fixes the issue.

Thanks Nate

Hana

A coworker and I have run into this problem (2 weeks apart) we got it running on another pc but we're nervously awaiting to see if that stops working too. It's quite a serious problem for us at the moment.

My coworker has tried to using the trial version to get by part of the workflow but it's also not opening and leaving empty log.

Device Specifications:

Processor 11th Gen Intel(R) Core(TM) i7-11700 @ 2.50GHz 2.50 GHz
Installed RAM 16.0 GB (15.9 GB usable)
Device ID 954CF3F4-85F5-45F4-9780-9AD045C06B71
Product ID 00330-80027-44357-AA909
System type 64-bit operating system, x64-based processor
Pen and touch Pen support
Windows 10 Pro

Nate

@Hana, have you tried running Spine from the command line? You may see messages there that don't make it to the log.

Mario

Sentinel One is known to interfere with Spine heavily. It will actually kill the Spine process before it is even able to log anything. How did you ensure it's not interfering?

Hana

@Nate The command promt was empty

Our internal and External IT ran some Sentinel tests and confirmed wasn't interfering but I asked for details to share here and they have taken another crack at it. So hopefully it's that!

Nate

Sentinel is very invasive, it's almost certainly that. It can be configured to leave Spine alone though (unlike others, like Comodo, which can't!).

mbarkov

Hello, we are a gaming company and we've ordered the enterprise license for our art teams, however, we are unable to run Spine v4.XX on any of our win10 computers. the older version like v3.xx is working fine but the latest version v4 isn't.
The issue is pretty similar to described above, after clicking the spine shortcut, seems like nothing is happening at all.

After a deeper investigation, we've found an error in the Windows Application Log - related to a faulty module of ucrtbase.dll and in the log of spine another error, attached to this post.

We are not using SentinelOne, however, we do have other security tools installed on our computers - ForcePoint and BeyondTrust.
We cannot disable them so easily, please let me know if there is any possible way to troubleshoot or work around this issue.

Your help/support will be highly appreciated and let me know if it's better to open a separate post about this issue.

Nate

@mbarkov Discussion here or in a separate post is fine. The error in the log you've shown indicates that other software you have is interfering with Spine. We haven't encountered ForcePoint or BeyondTrust specifically yet, but like other invasive security software, I assume it attaches and injects code into other processes. Spine is very sensitive to this. Having other software manipulate Spine only causes problems, leading to crashes or other instability and malfunctions. It's impossible for us to tell if those problems are our bugs or caused by other software. You'll need to whitelist Spine to keep such software from interfering.

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