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Software problem

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Grothus 2025-05-17 12:53:46
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  • Grothus
    Joined: Apr 2022
    Posts: 4
    Location: Sélestat, Grand Est, France
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    2025-05-17 12:53:46
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    Hi Drew and the community,

     

    I’m having a problem with Final3D. I can’t launch the software anymore. When I try to launch the program, the “(one minute, please)” page opens without the option to log in and the software doesn’t respond.

    I have already restarted my computer, updated the system, updated the graphics card, tested the different versions of final3D available and even completely reset my computer but nothing changes..

    Has anyone had the same problem and might have a solution?

    I thank you in advance for any solution you may be able to provide me.

    All the best !

    DrewFinale
    Joined: Dec 2019
    Posts: 683
    Location: United States
    Silver
    2025-05-18 11:19:48
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    Hi Grothus,

     

    I’m really sorry you’re having trouble launching Finale 3D, I’m here to help.

     

    Here are some questions to help us troubleshoot the issue:

     

    1) When was the last time you were successfully able to run Finale 3D?

    2) The last time you were able to run Finale 3D, do you know what version (approximately) was installed?

    3) When you tried installing previous versions of Finale 3D, how far back did you go?

    4) This may seem too simple, but could it be that the login dialog is behind the main window or on another screen?

    5) Are you on a desktop or laptop computer?

    6) How many screens do you have connected to your computer?

    7) Do you have any antivirus, anti-malware, or other security software installed on your computer?

    Grothus
    Joined: Apr 2022
    Posts: 4
    Location: Sélestat, Grand Est, France
    Newcomer
    2025-05-21 06:46:28
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    HI DrewFinale,

     

    Here are the answers to the questions you asked me :

     

    1) The last time I was able to log into my PC properly was in February.

    2)  I was on the 2024.11.11 version.

    3) I tried all the “full release” versions up to the version 2024.05.18.

    4) No, I tried moving the main window to see if the login dialog is behind but there is nothing.

    5/6) I’m on a laptop and I don’t have any other screens connected in addition.

    7) I have Microsoft Defender.

     

    I don’t know if the problem comes from my computer or the software but I don’t know where to look anymore.

     

    DrewFinale
    Joined: Dec 2019
    Posts: 683
    Location: United States
    Silver
    2025-05-21 12:17:16
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    Hi Grothus,

     

    Thank you very much for the additional information, it’s very helpful. We also aren’t sure what could be causing this problem, but we are committed to figuring it out and getting it resolved. Thanks for your patience.

     

    You mentioned that you were able to run the 2024.11.11 release version of Finale 3D as recently as February, and now that specific version will no longer run. Since that version has not changed, it seems like something on your computer must have changed that is somehow causing the issue. If the new 2025.03.30 version didn’t work, but the 2024.11.11 version worked properly, then I would say the problem is certainly a change we made. However, since a version that was working before no longer works, it seems like the new version is not the issue and something else must be the culprit. To be absolutely certain, I recommend uninstalling Finale 3D, complete removing any leftover files, and then doing a clean install of the 2024.11.11 release.

     

    To access the Finale 3D uninstaller, press the Windows Key + R on your keyboard to bring up the Run dialog. Enter the following text then click OK: %APPDATA%finale3d

     

     

    This will open the Finale 3D installation directory, there you’ll find an item named uninstall, which you can double click to uninstall Finale 3D. After uninstalling, you can delete the finale3d directory altogether to completely remove all remnants of the application. This makes it as if Finale 3D was never installed.

     

    Once Finale 3D is completely uninstalled and you have deleted the installation directory, try installing the 2024.11.11 release and see if it runs.

     

    If this fixes the problem, that will tell us that something in the installation directory was the cuase of the issue. If this doesn’t fix the problem, that will tell us definitively that something else on the computer is the issue, and we will keep troubleshooting.

     

    Please let me know how it goes.

    DrewFinale
    Joined: Dec 2019
    Posts: 683
    Location: United States
    Silver
    2025-05-23 15:58:11
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    I’m eager to hear if you had success by following the instructions in my previous post. Hope to hear from you soon.

    DrewFinale
    Joined: Dec 2019
    Posts: 683
    Location: United States
    Silver
    2025-05-29 12:09:32
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    Hi Grothus, I hope all is well. Were you able to get Finale 3D running using the instructions in my previous post or did you find another solution?

     

    Grothus
    Joined: Apr 2022
    Posts: 4
    Location: Sélestat, Grand Est, France
    Newcomer
    2025-05-29 12:44:42
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    Hi DrewFinale,

     

    I haven’t had time to try since my last message, I’m very busy about writing the fireworks for the French national day which is approaching..

    I’m currently using my sister’s computer to work on Final 3D while I wait for more time to find a solution.

     

    Thanks for your help! I’ll let you know as soon as I have time to try.

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