Vegas Pro will not open

David-Greer wrote on 9/4/2020, 2:23 AM

How the heck do you reach the Support team? I just paid $600 for Vegas Pro 18 and loaded it on my Alienware Area 51M. I tried to open the program for the first time, and it let me register it, but then it will not open the program the rest of the way. I literally cannot open the software at all. I get a "Vegas Pro has stopped working" every time. The details are below which make no sense to me. Any help is appreciated...

Extra Information
File: C:\Users\zx7da\AppData\Local\VEGAS Pro\18.0\dx_video_grovel_x64.log
File: C:\Users\zx7da\AppData\Local\VEGAS Pro\18.0\svfx_video_grovel_x64.log
File: C:\Users\zx7da\AppData\Local\VEGAS Pro\18.0\ocio_x64.log
File: C:\Users\zx7da\AppData\Local\VEGAS Pro\18.0\dx_grovel_x64.log
File: C:\Users\zx7da\AppData\Local\VEGAS Pro\18.0\gpu_video_x64.log

Problem Description
Application Name: VEGAS Pro
Application Version: Version 18.0 (Build 284)
Problem: Unmanaged Exception (0xc0000005)
Fault Module: C:\WINDOWS\SYSTEM32\OpenCL.dll
Fault Address: 0x00007FFD04C02F56
Fault Offset: 0x0000000000002F56

Fault Process Details
Process Path: C:\Program Files\VEGAS\VEGAS Pro 18.0\vegas180.exe
Process Version: Version 18.0 (Build 284)
Process Description: VEGAS Pro
Process Image Date: 2020-07-25 (Sat Jul 25) 14:25:58

Comments

vkmast wrote on 9/4/2020, 3:04 AM

https://www.vegascreativesoftware.info/us/support/

https://www.vegascreativesoftware.info/us/forum/ask-support-advice--120281/

("They" know it is somewhat complicated.)

David-Greer wrote on 9/4/2020, 4:21 AM

That link just takes you in circles with no end, have you actually tried it? There is no way to reach a human at the end

andyrpsmith wrote on 9/4/2020, 4:51 AM

C:\Users\zx7da\AppData\Local\VEGAS Pro\18.0\gpu_video_x64.log

Fault Module: C:\WINDOWS\SYSTEM32\OpenCL.dll

Have you looked at the gpu x64 log may tell you something about where vegas was when it failed, also openCL.dll is related to graphics operation.

Does your GPU meet min requirements and is the OpenCL.dll file a recent version. Mine is dated 07/07/2020

If you google opencl.dll for a fix the advice is often to update your cards graphics driver which should update the opencl.dll file.

David-Greer wrote on 9/4/2020, 5:08 AM

I have 2060 video card. It runs programs like this pretty easily. Laptop is less than 6 months old.

andyrpsmith wrote on 9/4/2020, 5:18 AM

My card is GTX 1080Ti driver version 451.67 and works fine with V18, check the date of your file and the driver version & post it here.

vkmast wrote on 9/4/2020, 5:23 AM

David-Greer wrote:

That link just takes you in circles with no end, have you actually tried it? There is no way to reach a human at the end

Yes, I have tested the process and eventually I am able to "Submit support request" as shown e.g. in this tutorial from a longtime peer user.

Re the phone support, that was suspended already some time ago and the word is "that is highly unlikely to ever change. The phone is the least efficient way to handle [tech issues] support for [them]". For pre-sales and registration help via online live chat see item 6 here.

urmas-t wrote on 11/6/2022, 7:09 PM

Unmanaged Exception (0X0000005)
Vegas Pro 20 has stopped working

This never opend.

jetdv wrote on 11/7/2022, 8:05 AM

@urmas-t, in your case, it is Boris that is crashing.

urmas-t wrote on 11/7/2022, 9:55 AM

I haven't activated Boris yet

jetdv wrote on 11/7/2022, 10:09 AM

That's still the module that's crashing. I would try uninstalling Boris and see if it starts.