Cubase 13 crashes when opening the "Reveal Video Window" option on the video track

Cubase
1

Hi everyone, I’m new here. I recently purchased Cubase 13 Pro, and I’m running into some issues. Whenever I open the video window in the project, with or without an imported video, the program crashes.

I tested this with Cubase 12 and didn’t have this problem. The crash happens every time with a reproducibility rate of 10/10.

I’ve tried reinstalling, repairing, and deactivating all third-party plug-ins, and also checked if the video codec was correct, but nothing has resolved the issue.

Any help would be appreciated, as I work as a film composer and the video player is essential for my workflow.
I’ve saved the crashdumps, but they’re larger than the 4Mb upload limit.

Thanks for your attention.

2

Hi,

Upload the *.dmp files to Dropbox or similar service and share the link, please.

1 Like
3

Hi, here is the link:

https://drive.google.com/drive/folders/13KyjAD1qRPVXi1Ckg5Dto2Mtoq0qmDn3?usp=sharing

Dump (A) was a crash without any video imported and (B) was with a video imported.
Thanks!

4

Hi,

Today, I conducted additional tests and continued researching this issue within the Steinberg community. I also enabled the “Usage Logging” option in the project preferences and was able to reproduce the crash. I’m unsure if this information will be helpful, but I’ve attached a link to the log files.
https://drive.google.com/drive/folders/1A4_3SQeISIhcv692evtonvO2ViQnsZy6?usp=sharing
Thanks!

5

Hi,

Thank you for all the provided files. Reported to Steinberg.

1 Like
7

Thank you for your attention!

I wanted to ask if you have any idea how long it might take to receive a response regarding this issue. All of my projects rely heavily on video tracks, so resolving this is quite urgent for me. Also, do you know Steinberg’s refund policy in situations like this?

Thanks again

8

Hi,

If there is no clarification needed, you will not get any direct response from Steinberg. They will fix it (once the priority allows) and your would notice with the official update.

I’m sorry, I have no experience like this.

1 Like
9

Thank you for all the support so far!
Based on your experience in the forum, do you think this issue could be on my end, or might it be a potential bug in Cubase 13?
I haven’t noticed anyone else reporting the same problem yet.
I’ll conduct further tests, possibly installing the software on another computer to gather more information.

Thanks again for your help!

10

Hi,

Could you please run dxdiag.exe, and send the “Save all Information” result file? This includes the most necessary information about your CPU and GPU.

On your system the Nvidia Driver creates >160 threads, common is less than 20. Maybe the dxdiag file can shed some light on it.

Thank you!