Vegas Movie Studio 11 Build 293 crashes on some file opens

[sdsumike619]

I updated my software to the newest build yesterday. Now I'm unable to open some project files. However, others open with no trouble. The only thing different about the ones that do not open is that they are shorter (timewise) than the ones that do open. When I try to open, this is what comes up in the Problem Report:

Problem Description
Application Name: Vegas Movie Studio HD Platinum
Application Version: Version 11.0 (Build 293)
Problem: Unmanaged Exception (0xc0000005)
Fault Module: C:\Program Files (x86)\Sony\Vegas Movie Studio HD Platinum 11.0\CoreGraphics.Native.dll
Fault Address: 0x19714094
Fault Offset: 0x00004094

Fault Process Details
Process Path: C:\Program Files (x86)\Sony\Vegas Movie Studio HD Platinum 11.0\VegasMovieStudioPE110.exe
Process Version: Version 11.0 (Build 293)
Process Description: Vegas Movie Studio HD Platinum
Process Image Date: 2012-02-02 (Thu Feb 02) 21:07:44

Does anyone here know how to get someone at Sony on the phone? I don't believe this issue should require a support plan to be addressed. I submitted a support ticket, but Sony doesn't answer those. No one on the Sony forum said anything either.

[poisondeathray]

What kind of files induce crashing? What specs besides duration? i.e compression, container, encoding settings, audio etc...

use mediainfo view=>text

[sdsumike619]

I finally got to speak with someone, actually a very nice woman named Elizabeth. I told her what the problem was, and she said to give her about 15 or 20 mins and she'd reply to my support ticket. She did reply to the ticket and simply had me rename the CoreGraphics.Native.dll file to CoreGraphics.Native.dll.old I was then able to open all of my project files. I did followup with the support ticket and asked her what the purpose of that dll file is, if I need it, etc. The next instruction was to re install the software if the renaming didn't work. So I'm waiting for her to let me know if I still need to do the re install. That DLL file is nearly 2mb so I imagine it must be important for something? I will update this topic when I hear from her again.

[poisondeathray]

Glad it worked out. Not sure what that .dll does.

Wow, a nice user experience from Sony customer support ... you don't hear that too often

Sorry, I misread your post, I thought you meant some video files, not project files

[sdsumike619]

She was actually very nice on the phone and in the support ticket, saying:

"Thank you for contacting Sony Creative Software. I apologize for the lengthy response time to your technical support inquiry. We have been experiencing an increase in support demands from new product launches and we have fallen a bit behind on service requests. We have been working diligently to answer as many emails as possible in the order that they were received. I hope you understand and sincerely appreciate your patience."

[budwzr]

Hmmm... female tech support? Looks like that strategy is working, the OP is all gushing and satisfied. I guess the old days of blowing up on the Indian Call Center are over now.

[sdsumike619]

I could have cared less if she was male, female, or goat, as long as she helped solve the problem