Forum Post

nwhetsell (Customer) asked a question.

March 12, 2024 at 1:26 AM
Dolby Atmos Renderer “install failed” on macOS
I’m trying to install Dolby Atmos Renderer from

Dolby_Atmos_Renderer_osx-5.2.0-1801-e2e7b7e7.dmg

on macOS 13.6.5 (22G621). The installation fails during package validation. The failure occurs after running the package installer (by double-clicking Dolby_Atmos_Renderer.pkg), and here is the output of

sudo installer -verboseR -pkg /Volumes/Dolby_Atmos_Renderer/Dolby_Atmos_Renderer.pkg -target /

```
installer: Package name is Dolby Atmos Renderer
installer: Installing at base path /
installer:PHASE:Preparing for installation…
installer:PHASE:Preparing the disk…
installer:PHASE:Preparing Dolby Atmos Renderer…
installer:PHASE:Waiting for other installations to complete…
installer:PHASE:Configuring the installation…
installer:STATUS:
installer:%2.200000
installer:PHASE:Validating packages…
installer:%3.175000
installer:PHASE:Validating packages…
installer:%3.889103
installer:PHASE:Writing files…
installer:PHASE:Writing files…
installer:PHASE:Writing files…
installer:PHASE:Writing files…
installer:%6.599403
installer:PHASE:Writing files…
installer:%15.168639
installer:PHASE:Writing files…
installer:%20.167359
installer:PHASE:Writing files…
installer:PHASE:Writing files…
installer:%20.881462
installer:PHASE:Writing files…
installer:%25.166079
installer:PHASE:Writing files…
installer:%26.594285
installer:PHASE:Writing files…
installer:%30.878903
installer:PHASE:Writing files…
installer:%34.449417
installer:PHASE:Writing files…
installer:%38.019932
installer:PHASE:Writing files…
installer:%40.162241
installer:PHASE:Writing files…
installer:%44.446858
installer:PHASE:Writing files…
installer:%46.589167
installer:PHASE:Writing files…
installer:%48.731476
installer:PHASE:Writing files…
installer:PHASE:Writing files…
installer:%57.310404
installer:PHASE:Running package scripts…
installer:%57.668201
installer:PHASE:Running package scripts…
installer:%69.813242
installer:PHASE:Registering package with system…
installer:%70.833926
installer:PHASE:Moving items into place…
installer:%77.892160
installer:PHASE:Running package scripts…
installer:PHASE:Validating packages…
installer:%97.750000
installer: The install failed. (The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance. An error occurred while running scripts from the package “Dolby_Atmos_Renderer.pkg”.)
```

I already started my trial through iLok thinking that might have something to do with it, to no avail. I’m not sure how else to debug this; I’ve never encountered a package that failed to install using `sudo installer`.

  • BennettS (Dolby Labs)

    Hi,

    Sorry you are running into issues. Did you download the installer from     customer.dolby.com or another source?

    Can you try deleting the installer file, downloading from here:     https://customer.dolby.com/content-creation-and-delivery/dolby-atmos-renderer-v520 and installing from the installer icon via right-click - open. You may have accidentally blocked permissions for the installer at some point and macOS might not be re-prompting, causing the installer to fail.

    Let me know if that changes anything.

    -B
    Expand Post

  • nwhetsell (Customer)

    I downloaded the DMG containing the installer package from—

    https://customer.dolby.com/content-creation-and-delivery/dolby-atmos-renderer-v520/product-downloads

    —not any other source (I don’t even know what other sources there would be for this). On my end, the SHA-256 hash of the DMG is f66554187b3ac53864165efaa569097f17ca2bc2f5d0cfb351152cac31a76d38.

    > You may have accidentally blocked permissions for the installer at some point and macOS might not be re-prompting, causing the installer to fail.

    No. I tried it multiple times, and I got the “install failed” message every time (both in the UI and in Terminal). Also, using `sudo installer` grants permissions installers en masse.

    After some more digging, I realized that the installer installed something, but apparently not everything (Dolby Audio Bridge seems to be missing, and the “hidden” headtracker_osc.dylib is not in ~/Library/Application Support/Dolby).

    I’m not sure what to do next. I’ve never had this kind of issue with a package installer before.
    Expand Post

    • BennettS (Dolby Labs)

      Users have run into issues in the past with certain folders not allowing read/write, even with commands executed using sudo.

      A couple of questions, and something to try:

      -Have you installed the Renderer on this machine before?
      -Can you give exact machine specs (hardware, OS)

      Can you try using chmod 777 to force permissions on the following folders:

      /Library/Application Support/Dolby/Dolby Atmos Renderer
      /Users/~~~/Library/Application Support/Dolby/Dolby Atmos Renderer

      Let me know if that changes anything.

      -B
      Expand Post

      • nwhetsell (Customer)

        > Have you installed the Renderer on this machine before?

        No.

        > Can you give exact machine specs (hardware, OS)

        MacBook Pro (16-inch, 2023)
        Apple M2 Max
        96 GB RAM
        macOS Ventura 13.6.5 (22G621)

        > Can you try using chmod 777 to force permissions on the following folders…

        This had no effect.

        ```
        chmod 777 '/Library/Application Support/Dolby/Dolby Atmos Renderer'
        chmod 777 ~'/Library/Application Support/Dolby/Dolby Atmos Renderer'
        sudo installer -verboseR -pkg '/Volumes/Dolby_Atmos_Renderer/Dolby_Atmos_Renderer.pkg' -target /

        Password:
        installer: Package name is Dolby Atmos Renderer
        installer: Installing at base path /
        installer:PHASE:Preparing for installation…
        installer:PHASE:Preparing the disk…
        installer:PHASE:Preparing Dolby Atmos Renderer…
        installer:PHASE:Waiting for other installations to complete…
        installer:PHASE:Configuring the installation…
        installer:STATUS:
        installer:%2.200000
        installer:PHASE:Validating packages…
        installer:%3.175000
        installer:PHASE:Validating packages…
        installer:%11.598124
        installer:PHASE:Writing files…
        installer:%19.453256
        installer:PHASE:Writing files…
        installer:%25.166079
        installer:PHASE:Writing files…
        installer:%25.880182
        installer:PHASE:Writing files…
        installer:%31.593006
        installer:PHASE:Writing files…
        installer:%40.162241
        installer:PHASE:Writing files…
        installer:%48.731476
        installer:PHASE:Writing files…
        installer:%57.446840
        installer:PHASE:Running package scripts…
        installer:PHASE:Validating packages…
        installer:%97.750000
        installer: The install failed. (The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance. An error occurred while running scripts from the package “Dolby_Atmos_Renderer.pkg”.)
        ```
        Expand Post

      • BennettS (Dolby Labs)

        Thanks for that. Can you try running the installer normally and deselecting the Dolby Audio Bridge from the installer components?

        -B

      • Hawkins (Customer)

        I tried that here, and it was successful, but I no longer have dolby audio bridge installed because of it. It fails when I only select DAB during installation.

      • nwhetsell (Customer)

        After deselecting Dolby Audio Bridge, the installation completed successfully. Of course, without Dolby Audio Bridge, I can’t route audio to the Atmos Renderer, so I can’t actually do any Atmos mixing. As with @Hawkins the installer fails when attempting to install Dolby Audio Bridge only.

        Is there a workaround for installing Dolby Audio Bridge?

      • BennettS (Dolby Labs)

        We are currently investigating this and I will post when we have an update, but it looks like the issue is with the latest round of OS updates from Apple. These updates are causing issues with other audio software as well, and we are trying to diagnose what exactly is causing the issue.

        Currently the best workaround is to back-rev to an older version of the OS - I just tested on Ventura 13.6.4 and there are no issues.

        -B

      • nwhetsell (Customer)

        @BennettS (Dolby Labs) Thanks for the update and your attention to this.

        > Currently the best workaround is to back-rev to an older version of the OS…

        I’m afraid this isn’t really a workaround. As far as I’m aware, there’s no such thing as downgrading (or back-rev–ing) macOS. Unless I’m missing something, what this is actually saying is that one must back up one’s entire hard drive, [create a bootable installer](        https://support.apple.com/en-us/101578) for macOS, wipe the hard drive, install macOS from the bootable installer, and then restore the back-up. This seems like a bit much for simply wanting to try one’s hand at Atmos mixing.

        > These updates are causing issues with other audio software as well…

        I understand what you’re saying, but as I mentioned, I’ve never had this kind of issue with a package installer before. Both Rogue Amoeba Loopback and Pro Tools Audio Bridge appear to work on Ventura 13.6.5 as expected.

        It may be a good idea for Dolby to update the System Requirements listed at         https://customer.dolby.com/content-creation-and-delivery/dolby-atmos-renderer-v520 to make clear that Dolby Audio Bridge is not compatible with Ventura 13.6.5 at this time. Otherwise, it seems likely that more Ventura users will upgrade and encounter this issue.
        Expand Post

      • BennettS (Dolby Labs)

        I understand that downgrading is a pain and not a real workaround, and we are working on an intermediate solution that works with the latest OS updates.

        For clarification - Dolby Audio Bridge runs fine on these OS updates, the issue is with the installer being blocked, which we are investigating. If DAB has already been installed on a machine it runs without issue.

        I will post an update when I have one.

        -B
        Expand Post
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