580: Sibelius has stopped working

This article only applies to versions 5 and 6 of Sibelius, Sibelius Student and Sibelius First

Sibelius 7 has been redesigned from the ground up so the problems described below no longer apply. If you are running an earlier version of Sibelius, you can upgrade to Sibelius 7 from here:

www.sibelius.com/buy

If you are having problems running Sibelius 4 please refer to Help Center article A492 instead.

We are aware of some issues that result in versions 5 and 6 of Sibelius, Sibelius Student and Sibelius First failing to start up properly.

Symptoms:

These include Sibelius hanging on the splash screen while Creating Toolbar (what does this look like?), or you may get any of the following messages:

0xc0000005 (what does this look like?)

0xc0000142 (what does this look like?)

Runtime Error: R6031 (what does this look like?)

Sibelius has stopped working

If you're receiving error 0xc0150002 please refer to Help Center article A548 instead.

Step 1: update your software

If you are running any of the following programs on your computer, make sure you have updated to the latest version:

	iMesh and iLivid products
	Kaspersky Internet Security
	Avast Antivirus
	AVG Antivirus
	Adobe Acrobat 9 Pro
	Google Desktop
	PGP Desktop

Please note that you don't need to uninstall or disable any of these applications, but you must restart your computer before the updates take effect.

Other software may be affected. You should also make sure you are running the latest version of Sibelius, which you can download from here.

If you're still having problems please continue to Step 2.

Step 2: run the Sibelius Compatibility Tool

• Download the Sibelius Compatibility Tool from the link below:

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• Sibelius Compatibility Tool

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• When asked, Open the zip folder
• Double-click the Double_Click_Me.exe file
• If prompted to Extract, Run or Cancel, choose Run
• Important: read the warning at the top of the window
• Click the 'Fix Now' button.
• Once it has finished click the Exit button.
• Now, restart your computer

Try running Sibelius again and see if you are still getting an error. If so, please run Double_Click_Me.exe again and copy the text in the bottom pane into an email to Technical Help.

If you're still having problems please read on.