support?

Randy Brown wrote on 9/30/2020, 10:40 AM

I've found that support is all but non-existent or they reply with some generic statement that is of no help whatsoever when they do finally reply to a ticket.

That said, I hope I can get some help here after building a new PC thinking maybe my old one just couldn't handle 4K.

I've copy/pasted the 1st page of my msinfo32 file below (forum won't let me upload)...if other infor is required (harware resources, components, etc plz let me know). Would you not agree it should be able to handle more than 8 fps with a 4K shot in 30fps?

DaVinci seems to handle it with no issues but I'm an old dog that's been using Vegas since version 3 and don't have the time or energy to learn it.

The new PC has nothing else installed on it so I would think a software issue is not the problem but can someone tell me what the problem may be or anthing I should try?

OS Name   Microsoft Windows 10 Home
Version   10.0.19041 Build 19041
Other OS Description    Not Available
OS Manufacturer   Microsoft Corporation
System Name   DESKTOP-E1SFA0N
System Manufacturer   To Be Filled By O.E.M.
System Model   To Be Filled By O.E.M.
System Type   x64-based PC
System SKU   To Be Filled By O.E.M.
Processor   AMD Ryzen 7 3700X 8-Core Processor, 3593 Mhz, 8 Core(s), 16 Logical Processor(s)
BIOS Version/Date   American Megatrends Inc. P4.20, 6/18/2020
SMBIOS Version   3.2
Embedded Controller Version   255.255
BIOS Mode   UEFI
BaseBoard Manufacturer   ASRock
BaseBoard Product   B450 Pro4
BaseBoard Version
Platform Role   Desktop
Secure Boot State   Off
PCR7 Configuration   Binding Not Possible
Windows Directory   C:\Windows
System Directory   C:\Windows\system32
Boot Device   \Device\HarddiskVolume1
Locale   United States
Hardware Abstraction Layer   Version = "10.0.19041.488"
User Name   DESKTOP-E1SFA0N\randy
Time Zone   Mountain Daylight Time
Installed Physical Memory (RAM)   32.0 GB
Total Physical Memory   31.9 GB
Available Physical Memory   29.1 GB
Total Virtual Memory   36.7 GB
Available Virtual Memory   31.6 GB
Page File Space   4.75 GB
Page File   C:\pagefile.sys
Kernel DMA Protection   Off
Virtualization-based security   Not enabled
Device Encryption Support   Reasons for failed automatic device encryption: TPM is not usable, PCR7 binding is not supported, Hardware Security Test Interface failed and device is not Modern Standby, Un-allowed DMA capable bus/device(s) detected, TPM is not usable
Hyper-V - VM Monitor Mode Extensions   Yes
Hyper-V - Second Level Address Translation Extensions   Yes
Hyper-V - Virtualization Enabled in Firmware   Yes
Hyper-V - Data Execution Protection   Yes

Thanks very much,

Randy

Comments

michael-harrison wrote on 9/30/2020, 10:48 AM

What GPU do you have?

Randy Brown wrote on 9/30/2020, 11:03 AM

sorry

XFX Radeon RX 570 RS XXX Edition 1286MHz, 8gb GDDR5, DX12 VR Ready, Dual BIOS, 3xDP HDMI DVI, AMD Graphics Card (RX-570P8DFD6)

john_dennis wrote on 9/30/2020, 11:24 AM

"Would you not agree it should be able to handle more than 8 fps with a 4K shot in 30fps?"

Please post information for the video on your timeline from C in this link:

https://www.vegascreativesoftware.info/us/forum/important-information-required-to-help-you--110457/

Randy Brown wrote on 9/30/2020, 11:46 AM

Is this what you mean?

A Sample File
Share a sample of your source footage on a cloud service such as Dropbox, Google Drive, OneDrive, mega.nz, wetransfer.com or mediafire.com, so others can test it. Do not upload it to the forum because it will be re-encoded

"Please post information for the video on your timeline from C in this link"

I'm not sure how to share a link from wetransfer, dropbox, etc...don't they all require one to send the link to an email address (sry for my ignorance on this)?

Thanhks again,

Randy

Randy Brown wrote on 9/30/2020, 11:55 AM

Does this tell you what you need to know? This footage is from my drone (Mavic Air 2 and records exfat)

Randy Brown wrote on 10/2/2020, 6:43 PM

Nothing?

john_dennis wrote on 10/2/2020, 7:24 PM

Share a sample file direct from the camera(s) to a cloud drive and post the link here using the Link button.

The Mediainfo that you posted appears to have been encoded by FFMPEG. Does the DJI Osmo actually do that?

Randy Brown wrote on 10/2/2020, 9:42 PM

OK it looks like OneDrive was the way to go...does this work?

Grazie wrote on 10/2/2020, 10:04 PM

@Randy Brown - Wow! 3.4gb, have you a smaller test vis? I'm D/L now 😉

Grazie wrote on 10/2/2020, 10:12 PM

@Randy Brown - On the Case . . 😎

Grazie wrote on 10/2/2020, 10:22 PM

@Randy Brown - OK, preliminary Testing and all is good. Framerate at FULL Best Preview is 29.97 and steady:

OK, your 4k footage is being accessed on my SSD straight into VP18, no Proxies used.

Grazie wrote on 10/2/2020, 10:24 PM

@Randy Brown - What other TEsting would you like me to do? Colour Correction? Magic Bullet Looks? Something heavier?

john_dennis wrote on 10/3/2020, 1:12 AM

@Randy Brown

Here is the way my soon-to-be-retired i7-6850, RX480 system plays your media. Edit: I added a color correction and a color curve filter to your media just to make things interesting.

Here is the result using home made proxies that match the on-screen Preview pixel dimensions (640x360). There is still a delay when seeking forward in a file until the buffers fill up. Not so much going back into the file.

I'm scheduled to replace this machine in Q1, 2021, but I'm currently not too excited about the prospect. In fact, I'm never excited about hardware upgrades. I go from reluctant, to willing, to determined, to let down, to satisfied, to not giving hardware another thought for three years.

Randy Brown wrote on 10/3/2020, 8:14 AM

@Randy Brown - What other TEsting would you like me to do? Colour Correction? Magic Bullet Looks? Something heavier?

Hi Grazie, sry about the size but it was the smallest available and I thought you would want the raw form of it and not re-rendered. For you to tax it more with any fx or cc is not necessary because I get hangs (Vegas not responding and having to force shutdown) can happen even with 1080 60fps.

If it's ok I'm just going to throw out some random info and maybe you guys can tell me if u see any red flags.

With preview window set to preview/good (with a 48" TV being used as an external monitor) I get dropped frames and if jumping around can get down to 8 fps for a while until buffering catches up...all that I can live with but when the screen turns grey and it shows Vegas not responding and there is no graceful way to get out of it I have to close Vegas and hope that my auto-save didn't lose too many edits.

I don't think this has anything to do with all my new hardware because I had the same issues (except worse) with my 7 year old build which had at least decent specs.

This new PC is networked thru our CenturyLink modem to all the HDDs on my old PC which sits next to it. I thought maybe that's the problem but I got the same results when putting a clip on the desktop of the new one.

I found something strange that happened during installation worth mentioning...when Vegas was going thru plug-ins it stated a couple of my 3rd party audio effects weren't installed correctly.

These are effects from Cakewalk I bought separately and was able to use in VP12 on my old PC.

I find it strange the fresh installation of VP18 on a fresh install of Windows 10 Home on all new components would know anything about the plug-ins.

Ok so there's a bunch of random observations...see any red flags?

Thanks very much,

Randy

Randy Brown wrote on 10/3/2020, 8:27 AM

"Your media has a color correction and a levels filter just to make things interesting"

Well the footage is directly out of the camera so that must mean I was shooting in the HDR mode the drone offers but I have issues with normal footage too.

"Here is the result using home made proxies..."

I'm not sure what "home made" proxies are but the reason I went thru the trouble of building the new PC was that I had hoped I would no longer need to make proxie files like I did with the old PC. Thanks very much for going thru the trouble of making the video, I saw some new tools I'd like to play with once I get my playback issue resolved!

john_dennis wrote on 10/3/2020, 12:49 PM

@Randy Brown

Sometimes, I look at the screen and say "Did I write that?". The sentence should read, "I added a color correction and a color curve filter to your media just to make things interesting." I'll edit the original post for context.

The home made proxies were rendered using the very quick to render AMD VCE Internet template at the preview window dimensions, 640x360. In Project Media, I used the Swap Video Files on the Right+Click menu to replace your UHD source. Though not shown, I also rendered proxies using Magic YUV RGB at 640x360. To date, I've found nothing that gets rid of the delay in regaining full frame rate preview when moving the play head around on the timeline (mostly when moving forward).

Randy Brown wrote on 10/3/2020, 1:51 PM

ah, ok thanks...as it is now, I can sometimes preview with no dropped frames unless I jump around or the preview screen moves to the next part of the timeline. I can live with waiting a few seconds for buffering and then playing back smoothly it's the hangs that don't recover (I have to close and re-open and hope changes were auto-saved) that are so frustrating (wanting to throw my mouse against the wall kind of frustration 😁)

BTW, thanks again for the video, it reminded me to have task manager running (minmized) the next time I'm editing to see if it records the issue (particularly GPU and memory).