Sony Movie Studio Platinum

BeckyW wrote on 1/7/2013, 12:35 PM

I purchased Sony Movie Studio Platinum and installed it before Christmas. After installing and registering the product it crashed while starting up. I have not yet been able to get the product to start up. I read everything I could find on the internet about what the problem might be and have not been able to get it to start. I messaged support on 12/23/2012 and have not had any reply from them. I am beyond frustrated. Could anyone offer any help?

I saw some mention on a conflict with Quicktime. I uninstalled Quicktime and tried running the program and it still failed.

Here is the info as I emailed support in December:

I installed the program today. As soon as I started the program up for the first time, it asked me to register it. I filled out the registration and then immediately got the problem report screen. It then told me to download an updated version and gave me a link to do so. I downloaded and installed the latest build. Now when starting up I just go to the problem report screen. Once I click send, Movie Studio Platinum closes.

I've rebooted my computer several times. The program does not start up at all. I just get the same problem report screen.

I am including the problem details from that screen below:

Extra Information
File: C:\Users\Welch\AppData\Local\Sony\Movie Studio Platinum\12.0\gpu_video_x64.log

Problem Description
Application Name: Movie Studio Platinum
Application Version: Version 12.0 (Build 576) 64-bit
Problem: Unmanaged Exception (0xc0000005)
Fault Module: C:\Program Files\Sony\Movie Studio Platinum 12.0\MovieStudioPlatinum120.exe
Fault Address: 0x0000000000000000
Fault Offset: 0x0000000000000000

Fault Process Details
Process Path: C:\Program Files\Sony\Movie Studio Platinum 12.0\MovieStudioPlatinum120.exe
Process Version: Version 12.0 (Build 576) 64-bit
Process Description: Movie Studio Platinum
Process Image Date: 2012-12-15 (Sat Dec 15) 17:50:24

Comments

Editguy43 wrote on 1/7/2013, 1:35 PM

A quick question, what operating system are you running?

Movie Studio Platinum (MSP) 12 comes in both 32 and 64 bit. Maybe you downloaded the wrong version.

If you can please post your system spec's it makes it faster for others to render aid.

Paul B

OH and welcome to the best forum in cyberspace...

BeckyW wrote on 1/7/2013, 5:31 PM

So sorry, I thought system specs were in there.

I am running Windows Vista Home Premium (64 bit)
My processor is a AMD Phenom 9600 Quad-Core, 2300 Mhz
I have 6G installed physical RAM
My video card is an ATI Radeon HD 3800 Series (I have also tried updating driver,but it says that it is up to date.)

Thanks so much

Markk655 wrote on 1/7/2013, 7:33 PM

Did you try uninstalling VMS and then reinstalling it? You can al;so check the Knowledge Base as there is a document that describes clean installation if the uninstall/reinstall doesn't work.

BeckyW wrote on 1/7/2013, 8:34 PM

Yes, I uninstalled, rebooted and reinstalled this afternoon and it crashes at the same spot.

Editguy43 wrote on 1/8/2013, 12:28 AM

Becky,
Try installing it in compatibility mode windows xp, also try the 32 bit version and see if that makes a difference.

Paul B

mensas wrote on 1/11/2013, 9:09 PM

I have the same problem.
I am running Windows 7 Home Premium (64 bit)
My processor is a I5
I have 8G installed physical RAM.
Problem Description
Application Name: Movie Studio Platinum
Application Version: Version 12.0 (Build 576) 64-bit
Problem: Unmanaged Exception (0xc0000005)
Fault Module: C:\Program Files\Sony\Movie Studio Platinum 12.0\x86\FileIOSurrogate.exe
Fault Address: 0x000000005EF8AA99
Fault Offset: 0x000000005EF8AA99

Fault Process Details
Process Path: C:\Program Files\Sony\Movie Studio Platinum 12.0\x86\FileIOSurrogate.exe
Process Version: Version 12.0 (Build 576)
Process Description: File I/O surrogate (not visible)

Markk655 wrote on 1/11/2013, 9:39 PM

Becky,

Did you try a clean installation? 32 bit OS and 64-bit

musicvid10 wrote on 1/11/2013, 9:44 PM

Disable Vista UAC (User Account Control) before installing or using.

Note: These are Windows Vista issues.

astar wrote on 1/12/2013, 4:44 AM

There is a lot of Windows 8 hate going around, but upgrade from Vista for $40 before the end of the month. I find Win8 very stable with Vegas. Make sure to do all the updates from MS and Nvidia, install as Administrator.

That video card on the vista machine is pretty low end, I would align the system with Vegas minimum specs. Certainly update with all the Vista patches.



512 MB GPU memory



NVIDIA, INTEL, or AMD GPU:



NVIDIA

Requires a CUDA-enabled GPU and driver 270.xx or later.

GeForce GPUs: GeForce GTX 4xx Series or higher (or GeForce GT 2xx Series or higher with driver 285.62 or later).

Quadro GPUs: Quadro 600 or higher (or Quadro FX 1700 or higher with driver 285.62 or later).



NVIDIA recommends NVIDIA Quadro for professional applications and recommends use of the latest boards based on the Fermi architecture.



AMD/ATI

Requires an OpenCL-enabled GPU and Catalyst driver 11.7 or later with a Radeon HD 57xx or higher GPU. If using a FirePro GPU, FirePro unified driver 8.85 or later is required.



INTEL

Requires an OpenCL-enabled GPU such as HD Graphics 4000.





Microsoft .NET Framework 3.5 SP1

Also make sure you have an MS updated version of .NET installed. With out that it will screw things up. I think MusicVid is right, I remember having that \FileIOSurrogate.exe error on my old Vista machine with 11. I think it was either .NET, RUN AS admin, or QT issues. i do not remember..

Dicky-Art wrote on 1/12/2013, 8:38 AM

Same for me solution go here

https://www.custcenter.com/app/answers/detail/a_id/1382/kw/will%20not%20run/session/L3RpbWUvMTM1Nzk5NTE5My9zaWQvZnBsTHQ2Z2w%3D