Crash on startup

Jerry-Malcolm wrote on 12/12/2023, 8:58 PM

I purchased a subscription today and downloaded Vegas 21. Every time I start it up, the splash logo appears and loading starts, then i get a crash screen. I upgraded the driver for my graphics card. No change. (AMD Radeon RX 580 2048SP)

The error message was minimal (unmanaged exception ( 0xc000005)

Address 0x00007ff9a26bc272

Offset 0x00000000000c272

I'm a programmer. So I can assist with additional info if you can provide instructions for debug.

Windows 10; i7 2600k 3.4GHz; 8GB RAM C-drive >100GB free.

Vegas Pro 21.0 (build 208)

I'm totally dead until I figure this out. V21 absolutely will not start.

Thx

Jerry

Comments

Dexcon wrote on 12/12/2023, 9:07 PM

i7 2600k

Is that correct - a 2nd gen CPU? Or is that a typo?

Please check the specifications recommended for Vegas Pro 21 - https://www.vegascreativesoftware.com/us/specifications/#productMenu

Recommended minimum for HD is a 6th gen Intel i5 (4 cores); and a 7th gen Intel i7 (8 cores) for 4K.

RogerS wrote on 12/13/2023, 5:22 AM

It still shouldn't crash with an older CPU.

Did older versions of VEGAS work with this computer?

VEGAS_EricD wrote on 12/13/2023, 2:44 PM

Once VEGAS experiences the crash/hang behavior, use control+alt+delete to open task manager and turn off the updater process, but not the VEGAS process, which will usually allow VEGAS to launch. This should have to be done only once. If this does not work, or if you do not see the updater process listed in task manager under VEGAS, please create a support ticket and we will assist in troubleshooting.

From the https://www.vegascreativesoftware.com/us/ web site, hover over SUPPORT and choose Customer Support.
Click FAQ and Support button
Choose your product
Click Contact Support
Click Send Email
Log into your support account

Jerry-Malcolm wrote on 12/24/2023, 10:22 PM

Eric, the only Vegas process I see in the task manager is the crash popup. I'll open a support ticket. But this is going to take a while. I have a laptop that I'm going to try to install v21 on and see if I can get up and running at least until we can figure out the desktop problem. The only problem is I've already committed the license key to the dead Vegas 21 install on the desktop, and I know of no way to free it up. How can I clear the license key from the desktop so I can use it on the laptop install?

vkmast wrote on 12/25/2023, 1:55 AM

@Jerry-Malcolm wrote

The only problem is I've already committed the license key to the dead Vegas 21 install on the desktop, and I know of no way to free it up. How can I clear the license key from the desktop so I can use it on the laptop install?

https://www.vegascreativesoftware.info/us/vegas-pro-forum/ Important Posts >

https://www.vegascreativesoftware.info/us/forum/more-important-posts-please-read-this-first--134404/ >

https://www.vegascreativesoftware.info/us/forum/vegas-pro-faqs-and-troubleshooting-guides--104787/

section 9. How many computers can I use VEGAS Pro on?
You can use VEGAS Pro (14.0 and later, perpetual and SmartScription licenses) simultaneously on 2 devices. VEGAS Pro 365 can be used on 1 device at a time.

To deactivate a device, so you can activate a different one, visit your MAGIX account > My Products > Show More Details > Deactivate. This option can be used only once a month.

In VEGAS Pro 14.0 or later, you can also choose Deactivate the Software on this PC from the Help menu This option can be used as often as you wish. An internet connection is required.