.dmp file & NewBlue

[montri]

1 )I use VideoStudio Pro X4. During editing video clip, I got error message and .dmp file. The software recommended me to send .dmp file to Corel. I observed that when I played video clip repeatedly, the error was result. Does anyone experience this problem? Now, I can not send .dmp file to Corel, but already sent mail to Corel. I don't know how to send the file to Corel, sicne the system doesn't allow.

2) I use filter from NewBlue. When I did custome filter, the window was not shown fully, some icons(like keyframe delete, and time scale) were not shown. I loooked at the help file, it showed full window. Any ideas how to have it show fully, please advise.

Thanks

Montri

[Ron P.]

Welcome to the forums,

#1. Yep, no way that I can find to send a .dmp file. There used to be a provision for attaching files, but for some unknown reason they've removed it. So we'll see if we can help figure out why it's crashing.

You state when you repeatedly play a clip. Do you mean you have the preview set to loop? We also need more information on the video clip. Right-click on the clip, select Properties and post them here. Are you using Hi-def video files, and are you using Smart Proxy?

#2. You may have to reinstall the NB FX plug-in. Are you having this problem with just one, or all of the NB FX plug-ins?

[Ken Berry]

Just to explain a little more, to get the Properties we are after, right click on one of your video clips *inside Video Studio* -- either in the timeline or in the library window.

And which NewBlue plug-in are you talking about? Did it come with Video Studio or did you buy it separately from NewBlue?

[montri]

Thank for your suggestion.

I didn't click loop icon, but I played some clips repeatedly during editing. My clip was HD, and I enabled smart proxy. I think if I can send the "dmp" file, it will help. For the time being, I don't get any response from technical support yet, hopefully, would get very soon.
For NewBlue Plus, I got it from Corel during installation. I also observed that NewBlue requests me to register the product. I am doubtful why I need to register it, since we bought software from Corel, so Corel should handle the 3rd party software for us.

[Ken Berry]

I am doubtful why I need to register it, since we bought software from Corel, so Corel should handle the 3rd party software for us.

Not sure why you think this, but it is not so. You absolutely must register with NewBlue. Corel just provides this as an add-on, not as part of their own software. And I imagine they have to pay a fee, which will only be worked out when people actually register the program... Anyway, it is no big deal and doesn't involve any loss of private information...

[Ron P.]

When trying to located the proper Corel support web page for attaching files in the email, I happen to send a support request. I was entering some "dummy information" just to get to the next pages. Well clicking one of the next buttons sent it. This is the reply I received from that.

Ron Petersen,

Thank you for contacting Corel Customer Support.

It is equally important to explain explicitly the nature of the error when sending dump files. May I know what was the error you have experienced?

To send us the dump files, please go to your ''Support Cases'' or click here:

https://store1.corel.com/corel/account/ ... /index.jsp

Select the Case number that you want to include an attachment. Then click on ''Add an Attachment'' button. Your default e-mail client will launch on your screen; use your e-mail client to send your attachment. Please send your attachments at this e-mail address:

MyCaseSupport@corel.com

Please limit attachments below 5 MB of file size. You may use WinZip to compress your attachments.

Please do not hesitate to contact us with any further questions.

Regards,
SabinaAnne
Corel Customer Support Services

I found that doing as the instructions states, I would get the ability to add an attachment. So from this I'm surmising a person first needs to open a case with Corel. Once that has been done, then it should be possible to send a dump file using the "MyCaseSupport@corel.com" email address. I think a person should be able to send the damn dump files when they first open a case. This is still nonsense, since we must wait until Corel replies to our case.

[Ron P.]

My reply sent to Corel Support;

Thanks for your reply,

The problem is that on your support web page there is no means to add an attachment when first filing a complaint. Does this mean we must wait until someone from Corel Support responds to our initial complaint, to be able to upload the dump files? Do you not understand that when people are working on projects, and the program crashes producing this dump file, they may not wait for days or weeks, however long it is taking Corel support to respond to their initial claim, keeping things until they can finally attach the dump file(s)? They will immediately try changing things trying to get the program to work without crashing.

I think if since VS produces the dump files, and the prompt telling people to send the dump files, you should at least provide the means to do so, without them having to wait for days or weeks, until you, decide to respond to them. The add attachment should be there when the initial claim is made. It's just ridiculous to not have it there.

Ron Petersen

I'm getting less tolerant of such ignorance, or incompetence, where they have written into a program for the consumer to send them something but yet do not provide the means to do so, without jumping through hoops.

[montri]

I have more update regarding the NewBlue. I got mail from Corel to download the new NewBlue, Actually I had installed it before seeing the issue(NewBlue didn't open window fully, some icons at the left most were missing or not displayed in the window). Surprisingly, I was able to install it successfully(the wizard told me), but once I looked at C:\NEWBlue folder, it was empty folder. NewBlue still not showed window fully. I also got mail from NewBlue to ask me send the snapshot. I did it, and awaiitng the response.

For dump file, I absolutely agree with Ron Petersen. The software recommends to send the .dmp file, but it seems no proper channel to send it until we get e-mail from Corel. Any-way, does anyone experience NewBlue issue as I see? The missing ones are "time", and "keyframe control" located at the left. Please see the attached photos.

[Ron P.]

Reply received this morning from Corel Support:

Ron Petersen,

In a nut shell, a dump file will only tell us that a dll file has caused the program to crash, as such, we cannot fully rely as to what has caused the program to crash if the only basis we will use or rely to are the program's dump files.

Sending us the dump files will be helpful, however, it is best to explicitly explain also the actions or steps that the user has been performing right before the crash/instability happened.

Please do not hesitate to contact us with any further questions.

Regards,
SabinaAnne
Corel Customer Support Services

[montri]

It seems no clear solution to the user when program stops and generates .dmp file. Any -way, after uninstalling program then re-installed, I didn't see the program crashed or .dmp file.(will monitor more).

Updating more about NewBlue issue. NewBlue requests me to send them "NBSamplerPackLang.xml" loacted at C:\Program Files\Corel\Corel VideoStudio Pro X4\vft_plug. Will update later what the result is

[montri]

1) I got additional .dmp file and afCacheManager.log after program terminated. The content in afCacheManager.log is [Debug]
MemorySizeForCache=33554432

Does anyone know it?
2) I tried to send new post to forum, but I lost it where I should start. So, need help.