How can I verify crash problem?

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inoran
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How can I verify crash problem?

Post by inoran » Mon Oct 05, 2015 2:02 pm

Cubase 8 crashes so randomly. especially when i try to save project, the crash occurs very often.

my system is macbook pro retina 2013 late, yosemite, cubase version is 8.0.3.

I use izotope ozone 5, Nectar, alloy, and waves plugins.

i tried turning off graphic accelaration, but no difference.

i'd like to know what it cause the crash.

Is there any way to verify it? or official technical support to send crash log? (not just supply vendor)

I also use ableton live 9 but i never seen any crash on ableton.

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Telogic
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Re: How can I verify crash problem?

Post by Telogic » Mon Oct 05, 2015 3:28 pm

Hi , when cubase crashes you should get a pop up widow for a crash report . you can look at this report and see if it tells you what crashed cubase i.e. a plugin etc. or just send the report to steinberg.
Cubase 8.0.10 mac pro 6 core 3.3ghz 16gb ram,MR816x ,cc121, Novation impulse, access virus, krk vxt speakers, UAD2 cards, Wavelab 8.05 many many plugin's and some old outboard and synths.
Telogic aka Logicaldream

inoran
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Re: How can I verify crash problem?

Post by inoran » Mon Oct 05, 2015 4:34 pm

Telogic wrote:Hi , when cubase crashes you should get a pop up widow for a crash report . you can look at this report and see if it tells you what crashed cubase i.e. a plugin etc. or just send the report to steinberg.
thanks for reply.

that's exactly what i'm looking for.

but i can't find the contact point to send the report.

Do you know technical support e-mail address or the web page for the support?

Richard Herbert
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Re: How can I verify crash problem?

Post by Richard Herbert » Mon Oct 05, 2015 4:40 pm

If you log into your MySteinberg account you should be able to create a support request ticket.

inoran
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Re: How can I verify crash problem?

Post by inoran » Mon Oct 05, 2015 5:03 pm

Richard Herbert wrote:If you log into your MySteinberg account you should be able to create a support request ticket.
If i click support request on my steinberg, there is only distributors information.

I still can't find technical support e-mail address.

Support via distributor in my country... i don't wanna do that. I wanna communicate directly with steinberg's support team.

Richard Herbert
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Re: How can I verify crash problem?

Post by Richard Herbert » Mon Oct 05, 2015 5:59 pm

inoran wrote:
Richard Herbert wrote:If you log into your MySteinberg account you should be able to create a support request ticket.
If i click support request on my steinberg, there is only distributors information.

I still can't find technical support e-mail address.

Support via distributor in my country... i don't wanna do that. I wanna communicate directly with steinberg's support team.
Have you logged into MySteinberg? Also what country are you in?

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TweakGeek
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Re: How can I verify crash problem?

Post by TweakGeek » Wed Jun 13, 2018 3:22 pm

I have this same question, a medium to send crash reports is nowhere to be found. Submit a report ticket keeps looping me back to the distributor section. "My Requests" also loop me back to log-in. Submitting a crash report just doesn't seem right through the local distributor section, is this the correct way to do so?

Joerg
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Re: How can I verify crash problem?

Post by Joerg » Fri Jul 13, 2018 12:47 pm

There might be some useful info here: viewtopic.php?f=250&t=136157&p=759397#p759397
Jörg Hoinkis, Senior Software Developer, Steinberg Media Technologies GmbH

BJ
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Re: How can I verify crash problem?

Post by BJ » Sat Jul 14, 2018 7:43 am

Joerg wrote:
Fri Jul 13, 2018 12:47 pm
There might be some useful info here: viewtopic.php?f=250&t=136157&p=759397#p759397
Please have a look at my crash dump. The programme crashes randomly at start up.
Attachments
Cubase 8.0.40.623 64bit 2018.7.11 10.45.dmp
(500.18 KiB) Downloaded 61 times
Lenovo T580
Windows 10 Pro 64bit
Motu UltraLitemk3 Hybrid
Cubase Pro 10.0.20
Wavelab 7.2.1 64bit

Joerg
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Re: How can I verify crash problem?

Post by Joerg » Mon Jul 16, 2018 5:04 pm

BJ wrote:
Sat Jul 14, 2018 7:43 am
Please have a look at my crash dump. The programme crashes randomly at start up.

Code: Select all

>	KERNELBASE.dll!RaiseException()  + 0x68 bytes	
 	VCRUNTIME140.dll!_CxxThrowException(void * pExceptionObject, const _s__ThrowInfo * pThrowInfo)  Line 136	C++
 	WaveShell1-VST3 9.92_x64.vst3!00007ffc12aa5133() 	
 	[Frames below may be incorrect and/or missing, no symbols loaded for WaveShell1-VST3 9.92_x64.vst3]	
 	WaveShell1-VST3 9.92_x64.vst3!00007ffc125b0000() 	
 	ffffffff9a011edc()	
Looks like a crash in the WaveShell plugin.
Jörg Hoinkis, Senior Software Developer, Steinberg Media Technologies GmbH

BJ
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Re: How can I verify crash problem?

Post by BJ » Tue Jul 17, 2018 6:59 am

Thank you for that.
Lenovo T580
Windows 10 Pro 64bit
Motu UltraLitemk3 Hybrid
Cubase Pro 10.0.20
Wavelab 7.2.1 64bit

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