VEGAS Pro has a Problem Reporting Service (PRS) that allows you to submit a problem report to the VEGAS team for troubleshooting purposes if VEGAS Pro crashes or hangs.
If VEGAS Pro crashes, a Problem Report window should appear:
If you are experiencing repetitive crashes caused by the same reason, there is no need to submit a problem report each time. Only submit a problem report if the issue occurred in a new scenario, or you have extra information to add.
If you wish to send the report to the VEGAS team, fill out the form as follows:
Description Field
Describe what you were doing in VEGAS Pro when the problem occurred. Try to be as specific as possible, but also concise.
Email Address
If the form includes the option to supply an email address, it's recommended to do so, so that the VEGAS team can identify your report and contact you about the issue.
Older versions of VEGAS Pro do not include the email address box. In that case it's recommended to add your email address in the description field above.
Extra Information
If you check this box, extra information will be supplied to the VEGAS team to help them troubleshoot the issue. Note that this may include your VEGAS Pro project file. You may not want to do this if you are concerned about privacy. The Privacy Statement link at the top of the form points to https://www.vegascreativesoftware.com/us/privacy/
Show Problem Details
This can show you some information about the crash. I don't think it affects the information that is sent to the VEGAS team, but I always tick this box to be sure. The information may be useful for pasting in a forum post about the issue.
After completing the form, it should look something like this:
Save the Report as a ZIP file
To save the problem report as a ZIP file, hold CTRL and SHIFT keys as you press Send. It will gather information about your system and project:
Then this window:
The Show file in Explorer link will take you to the file location. Typically the zip file contains files like this:
The ZIP file can be attached to an email reply to the VEGAS team if you are already in discussion with them, or you can attach it to your email in a new support request.
In my experience, the Create new email link on the Problem Report form does not work well. It is usually easier to manually attach the ErrorReport-X.zip file to an email.
Hang Detection
VEGAS Pro 20 introduced the ability to either wait or terminate the application if a hang is detected (i.e. if it stops working but does not crash). This allows a Problem Report to be submitted if VEGAS Pro hangs, not just when it crashes.
This feature must be enabled through the internal preferences:
- Hold the SHIFT key as you click the Options menu.
- Select Internal at the bottom of the menu.
- In the Show only prefs containing field at the bottom, type "Enable h", then change the Enable Hang Detection value to TRUE, click OK and restart VEGAS Pro.
During lengthy operations, VEGAS Pro may show this prompt:
With hang detection enabled, the following prompt may appear after some time (but it may not appear at all for some types of hang):
You can of course choose to ignore and continue to wait. If you select Terminate, Vegas Pro will stop and a Problem Report window will appear, where you can submit a report in the same way as for a crash.