X9 Ultimate constantly crashes

[gowildside]

I upgraded from X6 to X9 Ultimate a few months ago. Seemed to work fine, but crashed occasionally. Now the software crashes within seconds of it opening and doing anything.

I have an open ticket with tech support, but getting one email at 1am is ridiculously terrible customer service. I am on day 6 of this with them, and so far have updated with patches, uninstalled everything and did a clean install... 4 times..... removed temp files updated quicktime, held my breathe just right, uninstalled recent windows updates, followed every direction they have given me all with the same result, crashing software. The windows event log says it is in one particular .dll file.

It crashes when i select a file, it crashes when i hit play, it crashes just sitting there. This particular project has a mix of jpg, mpg, mov, and mts file extensions. I have done similar project without any of these troubles.

I have opened the same video files elsewhere and they play fine, this issue really arose last week where it is unbearable.

info on the computer if needed:
windows 10
quad core i7 processor 3.4ghz
16gb ram
plenty of drive space

Anyone have any insights to look for or work on to try and resolve this issue?

[lata]

Hi gowildside
And welcome to the forums

You seem to have done all the things to fix any problems with the program, as the issue seems to be affecting one project I can only conclude its related to one or more files being used in that project.
As the error message refers to the Mpeg\H264Dec.dll I would concentrate on any Mpeg or MTS files, I would think the MTS are using h264 compression.

How long is your project?
Are you able to create a Smart Package of the project.
Zip and upload to a sharing site, (DropBox etc) we can download to see if the project crashes our program.
I assume Corel have asked for the same?

You should try removing clips from your project to hopefully identify the problem clip
First do File Save As to create a copy of the original project.

[gowildside]

The project is about 45 minutes and 18 gig so not really easy to get the project moved around.

Corel has never asked for that no.

Once a day only do they respond, was 1am, now about 9pm, which i am not in the office anyway., But once a day is getting old, we are a full week into this. Basically the answer is uninstall and reinstall........

The latest response was to install it in safe mode following their directions, crashed the software within 1 minute of opening the project again.

I am trying to find any files that might somehow be causing this, but it takes forever to click, crash, restart, click to delete....crash... just scrolling in the timeline can crash it.

I am actively looking for more reliable software, 20 years with corel, and they are quickly loosing my confidence.

[lata]

Hi

Sharing your project was just a thought clearly 18Gb is very large.

Can you give details of your MTS and Mov video files, right click each clip and choose properties, what are they?

Which of the Mov or MTS has the most footage. I assume your project properties are set to use the MTS properties?
So what are your project properties?

Do you use the library to store your clips? The library only holds virtual clips/thumbnails.
Try resetting the library Settings Library Manager. You can Export Library first as a backup before resetting.

You say you used X6, does that program crash when using similar clips?