Movie Studio Platinum 13 crashes when program is idle or in use

morgan-lee wrote on 10/6/2016, 6:58 PM

I'm using a factory installed Win 10 64bit OS on a new pc with Core i7 6700 cpu @ 3.40GHz and 16MB RAM (edit: should read 16GB RAM). Running MSP13 64bit (build 955)

Whether I'm actually using MSP13 or if it is sitting idle, after a short time it will degrade in that the images shown in the frames in timeline will go away and the frames just show white. Other graphics components of the page also degrade, showing white or some scrambled up image. I can still use the software during this condition for awhile, long enough to save and restart it, otherwise. It soon will freeze and become unusable. It then crashes and closes. If I catch it early enough I can save/exit and restart.
 
I've since tried the following:
Clean uninstall, restart, reinstall, restart. The crash issue persists.

Contacted Magix support. They suggested that I  click options > preferences > general tab and un-checking the box for "close media files when not the active application" - click apply and OK.  then restart the software.  This did not help either. Waiting for their next response, which has been rather slow to come so far.

I'd love to know if anyone else has experienced this type of crash. As it stands, I can use the program but rendering for more that 30 minutes is likely to fail, which is a big problem.

Thanks for any comments on this...

Comments

Markk655 wrote on 10/6/2016, 8:32 PM

Assuming this happens when you are editing, it sounds like a memory issue. Do you have 16 GB of RAM (not MB)?  Have you checked Task Manager to see how much memory is being used (and by what?) to help treoubleshoot?  What do you have your 'dynamic ram preview set at (in Movie Studio)?  What about Virtual memory/page file set at in Windows>System Properties>Performance Options>Advanced?

If this happens more during rendering, have you looked into the internal temperatures of the PC?

morgan-lee wrote on 10/7/2016, 10:04 AM

1. Yes, 16GB RAM🙂

2. Yes, Task Manager shows total memory usage around 40%, with MSP13 using around 950MB when rendering or sitting idle with a project loaded, and around 90MB when running idly with no project loaded. (See item 6 below) The total Mem usage drops considerably when I close other programs and browsers (EDGE), etc.

3.Dynamic RAM preview is set at 200 by default. Max available 15,296 MB. What should I change it to?

4.Page file size is set at 2432 MB and is currently being managed by Windows. Should I try changing it?

5. I've checked temps during every test, while rendering and otherwise. Temperature doesn't seem to be an issue.

6. The crash occurs even when the program is running with no projects loaded. It will degrade, then crash in about 25-30 minutes. As a test, Ioaded up and rendered a project that was to take about an hour to render. The program actually ran longer during render, crashing at around 40 minutes. Temps and Memory were within range during this test.

7. This is the only program that I have installed that does this. Lightroom, PaintShop Pro, and any other program runs fine on this machine. I've also been running MSP with no other Applications running. Doing this doesn't improve things at all.

Thanks for replying. These are the types of comments I was hoping for.

Markk655 wrote on 10/7/2016, 8:03 PM

Unfortunately, it seems that memory is OK, temperature is OK. Dynamic RAM should be fine, but you can always reduce it and see if that helps (16 MB, yes MB). 

The page file should be fine as is too.

The symptom that doesn't fit is that it happens if you just leave the program on, but without loading a project.

OK. One more question... you say new PC.  What is running in the background?  For example, do you use an antivirus or security program (McAfee? Norton?) that starts scanning every so often? Can you turn it off briefly, for a test? Another thing that you could look into is Windows Search (try briefly stopping indexing).  The suggestions here are ideas (no guarantees though!) to see if there is a conflict.

One more idea, what video card/GPU do you have? Is the driver up to date?

And...could you try running it in Windows SafeMode to see if it is something that starts running in the background and conflicts with Movie Studio?

morgan-lee wrote on 10/8/2016, 10:51 AM

Well, I tried turning off security programs, indexing is complete now, and updated the driver to one that was released 2 days ago. The factory driver was only a month old though. The only thing that did work was running in Safe Mode. That worked. At least I have an option for rendering projects by doing it in safe mode. Working on projects can be done by saving/restarting every 20 minutes or so. I usually avoid using the PC during renders anyway, so Safe Mode rendering would not be a big problem.

I also removed (permanently) Acronis True Image, which I didn't like anyway. That didn't help either.

I'm not sure how to use the fact that MSP runs OK in Safe Mode to figure this out. In Safe Mode the PC is using around 10% of RAM. In normal mode it is using around 20% at most, with everything running. This stays constant during the crash. CPU usage is nominal also until I start a render. It then goes to 95% or more, which I think is probably not a bad thing. I guess I could print out a screen shot of Task Manager Processes in both modes and see if I can find something to try stopping in normal mode? Any suggestions as to how to use the fact that it runs in Safe Mode and not in Normal Mode would be appreciated. 

This crashing behavior reminds me of the old Windows 3.1 and Windows 95 days when RAM was extremely limited. If you put any kind of load on the system, such as graphics editing, or too many browser instances, etc., and you clicked on File or Edit or some other pull down menu, all of the options that were available didn't show up until you actually moused over them. You could drag the mouse down the empty column and they would appear when the mouse passed over them. I haven't seen that behavior in many years, but that what happens before SMP crashes and forces a close.

If no solution to this becomes available, I at least have a workaround option in Safe Mode for rendering.

Markk655 wrote on 10/8/2016, 8:02 PM

You got it - "I guess I could print out a screen shot of Task Manager Processes in both modes and see if I can find something to try stopping in normal mode?"

There is a conflict somewhere. Unfortunately, it may take some time to tease out what service or process is causing the crash. As a start, try looking for 3rd party (non-Microsoft) software. If you want, you could always copy/paste the list into the forum. I'm sure there are other members that can look at it and offer some suggestions.  

Julio_Mourao wrote on 10/9/2016, 10:07 PM

I am having the same problem as morgan-lee. I think it began after a recent upgrade from Windows 10. Please morgan-lee keep us informed if you find a solution.

set wrote on 10/9/2016, 10:20 PM

It seems this issue is a bit similar like what Vegas Pro users experienced... , but the solution is not the same.

For original poster of this topic:

https://www.vegascreativesoftware.info/us/forum/constant-crashes-while-rendering-windows-10-kb3194496-update-cousing-the-crash--104039/

... after he uninstalled the Windows 10 update KB3194496, the Vegas Pro rendering works fine. Perhaps you can try and see if this can solved your issue.

 

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morgan-lee wrote on 10/9/2016, 11:32 PM

Well, I'm not sure, but I may have found the culprit. More testing needed, but here's what happened. Due to some other stupid things that I did unrelated to this issue I had to reinstall windows. I installed and ran MSP13 and it ran for over an hour without degrading/crashing. This was much longer than it had ever run before except for when I ran it in Safe Mode. I installed several programs without issue, and then I installed software for my Brother L-2700DW printer and after the install the MSP13 window started to degrade.  I'll be doing some more experimenting to see if this stands up, but for now if anyone else is having this problem they might want to look at a Brother printer installation, Julio_Mourao .

I'll test tomorrow with MFC software running and then try again after ending tasks for the printer and see what happens. I'll also look closer into the comment by set. There may be something to that also...

I'll repost if I find out more about this...

morgan-lee wrote on 10/21/2016, 7:08 PM

Well, I disabled two services related to the Brother printer. This did not help, however. I can't find anything else that is running by Brother that would be causing this. I did, however, get a reply from Magix support. Here is what they said:

Thank you for contacting Magix Support.

Windows comes with a hidden administrator account which must first be enabled. To do so:
Press the Windows Key + Q to bring up the search bar. Enter Command Prompt and right-click on the Command Prompt result that should appear. 
This opens a list of options at the bottom of the screen. 
Select Run as administrator and accept the UAC prompt. 
Enter the following command to enable the hidden administrator account: net user administrator /active:yes 
Double check to make sure the command is entered correctly and hit Enter on your keyboard. 
After running this command, the prompt will respond with: command completed successfully 
This will enable the hidden admin profile in Windows. Go back to the Metro (Windows key at desktop) click your user name in the upper right hand corner and select Administrator from the drop down options.
Install and activate your former Sony Creative Software applications onto this profile.

I have not tried this solution either, but if I do, and if it works, I'll post it here. I'm posting this now so that someone else can try it if they want to. I'll probably give it a shot when I have time.
 

Julio_Mourao wrote on 11/1/2016, 1:03 PM

morgan-lee, I also couldn't find what is causing the problem (my printer is HP). Have you tried the solution suggested by Magix?

morgan-lee wrote on 11/1/2016, 2:15 PM

morgan-lee, I also couldn't find what is causing the problem (my printer is HP). Have you tried the solution suggested by Magix?


Yes, I tried it yesterday. It did not improve things. For now, I'll just do all my rendering in Safe Mode I guess. That's the only thing that has worked for me so far. While editing a project, I can just save work, close and reopen the program since it does give me a warning of a couple of minutes before it crashes. (The graphics start to mess up and other signs point to an upcoming crash)

I'm not a heavy user of this program, so rendering in Safe Mode will not be that big of a deal for me.

vkmast wrote on 11/1/2016, 2:48 PM

Just to check, did you ever try if the reset would do anything to help?

morgan-lee wrote on 11/1/2016, 4:34 PM

Just to check, did you ever try if the reset would do anything to help?


I did. I wish I could say it helped, but it did not. Still crashed after about 45 minutes.