Laptop crashes when starting Vegas Movie 17

RTHWM wrote on 4/7/2021, 5:59 PM

I have a HP 15-cw1068wm running a Ryzen 5 3500U with an integrated Radeon Vega 8 graphics card.

I purchased the Vegas Movie Studio 17.0 Platinum edition (build 204) yesterday and have not been able to get this software to run at all.

Initial install - everything installed correctly. When I would run MS17, it would sit on "Initializing GPU-accelerated video processing..." and not do anything else. I did an end-task on the process, restarted my computer and tried again. This time however, when the software would get to "Initializing GPU....", my laptop would just do a hard reboot. No errors, no warnings, no nothing...just flat go to a black screen and start booting back up as if it had just been turned off and back on again.

I uninstalled MS17 and all of the "add-ons" that came with it, ran a registry cleaner and removed all associated files. Rebooted and did a reinstall, this time though only installing MS17 and none of the add-ons or additional software that came with it (the music suite and whatnot). Again, same issue, GPU accelerated and then system crash.

Went back through and uninstalled MS17 again and changed out all the system drivers from the stock / default Windows 10 drivers and installed OEM drivers from AMD. In addition, I did Windows updates, verified framework and all other platform services were updated. Once everything was updated and all the AMD drivers were running, I did a reinstall. Exact same issue again, as soon as the load screen hits GPU-accelerated, system hard crashes.

By this time, I'm getting annoyed and frustrated. So, blew away Windows 10 did a complete reinstall. Once finished, I immediately installed MS17 on the clean copy of Windows 10. Exact same issue, hits GPU-accelerated and system crashes.

There are no error messages and there are not log files within the Windows 10 event viewer. I have all but given up on trying to get this software to work as it seems it is not compatible with my hardware.

At this point, I just want to know how to reach someone about getting a refund.

 

Comments

Jack S wrote on 4/8/2021, 9:44 AM

@RTHWM I suggest you do a full reset as described here

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

Point 14.

Make sure that you put a check mark in 'Delete all cached application data'

My system
Genshin Infinity Gaming PC
Motherboard Gigabyte H610M H: m-ATX w/, USB 3.2, 1 x M.2
Power Supply Corsair RM750X
Intel Core i7-13700K - 16-Core [8P @ 3.4GHz-5.4GHz / 8E @ 2.50GHz-4.20GHz]
30MB Cache + UHD Graphics, Ultimate OC Compatible
Case Fan 4 x CyberPowerPC Hyperloop 120mm ARGB & PWM Fan Kit
CPU Fan CyberPowerPC Master Liquid LITE 360 ARGB AIO Liquid Cooler, Ultimate OC Compatible
Memory 32GB (2 x 16GB) DDR5/5200MHz Corsair Vengeance RGB
MSI GeForce RTX 4060 Ti 8GB - Ray Tracing Technology, DX12, VR Ready, HDMI, DP
System drive 1TB WD Black SN770 M.2 NVMe PCIe SSD - 5150MB/s Read & 4900MB/s Write
Storage 2 x 2TB Seagate BarraCuda SATA-III 6.0Gb/s 7200RPM
Windows 11 Home (x64)
Monitors
Generic Monitor (PHL 222V8) connected to GeForce RTX 4060 Ti
Generic Monitor (SAMSUNG) connected to iGPU

Camcorder
SONY Handycam HDR-XR550VE

RTHWM wrote on 4/8/2021, 2:54 PM

I just performed the reset process and ensured Delete all cache data was checked. No change, as soon as the program goes to open, hard reboot occurs as soon as Initializing GPU-accelerated video processing starts to initiate.

RTHWM wrote on 4/8/2021, 11:19 PM

Figured I would drop another update. Decided to wipe windows out again and start fresh since I have nothing better to do than experiment to see if I can figure out how to get this software to run. Upon doing a clean install of Windows, running all updates, installing all the platform update stuff (VS, quicktime, etc) and of course the latest graphic drivers from AMD, I did find a chipset update available from AMD that I installed. Once I managed to get everything updated, I then installed Movie Studio. This time it was a little different (not by much). It still crashed / rebooted my PC when it got to the GPU-accelerated initializing part of start-up but for the first time Windows was actually able to kind of intervene and throw a quick entry into event viewer and it was able to save a memory.dmp log prior to the system rebooting.

This is the error entry recorded in event viewer:

The computer has rebooted from a bugcheck.  The bugcheck was: 0x0000000a (0x00000000000000c0, 0x0000000000000002, 0x0000000000000000, 0xfffff8063b04bb5d). A dump was saved in: C:\WINDOWS\MEMORY.DMP. Report Id: 909acbf2-3647-4295-8dfe-4e25ea579d7d.

This bugcheck may or not be useful but it was at least the first entry created by Windows capturing something right when the computer crashes since the start of this adventure of trying to get this software to work.

I've also submitted a bug report to AMD via their support channel as well.