Support ticket submitted 9 June - no response -Sound Forge - PC

Subject:Support ticket submitted 9 June - no response Posted by: iain_m Date:7/11/2011 10:31:43 AM Hello, Would it be possible for one of the mods to chase up a support ticket that I opened on 9 June 2011, to which I've not received a response? The reference number is 110609-000114 and it is regarding occasional GUI corruption in Sound Forge Pro 10. Thanks Iain
Subject:RE: Support ticket submitted 9 June - no response Reply by: roblesinge Date:7/11/2011 11:16:12 AM You could, of course, list your problem in here and see if perhaps we can help. Just an idea. Rob
Subject:RE: Support ticket submitted 9 June - no response Reply by: iain_m Date:7/11/2011 12:03:45 PM Indeed, I'll do so below. The problem is that it's not easy to reproduce the issue, and I was hoping primarily that one of the developers or QA folks would recognise the symptoms, to help narrow down the cause. This is what I'd sent: "I am experiencing some corruption of the Sound Forge GUI when playing sampler loops in audio files for extended periods of time (e.g. 5 minutes of continuous playback) while I tweak the loop in the loop tuner. When the GUI corruption happens, the Sound Forge GUI becomes unresponsive; clicking the menu bar doesn't do anything. I have to close the program via the Windows Task Manager. I am afraid that I have not been able to isolate the behavior to a specific duration of loop or length of playback, but it does seem to happen more often than not when using the loop tuner for a long period. I have tried selecting 'compatible draw mode' and 'compatible scroll mode' in the Sound Forge options, but these have not stopped the problem from occuring. My graphics card is an XFX ATI Radeon HD 4870 1024MB with driver 8.850.0.0, dated 19/04/2011, and downloaded through Windows Update. I am attaching a screenshot that shows the corruption. As you see, the volume meters have turned solid blue, and the triangular braces are missing from the ends of the loop selection markers. Would you be able to liaise with your development team to see if this is a recognisable symptom of an underlying problem?" ---- Since sending this, I've updated to the more recent video driver from the ATI website. The screenshots mentioned in the post can be found in this PDF: http://dl.dropbox.com/u/4833381/Document1.pdf (you do not need dropbox to download this). Thanks in advance for any information. Message last edited on7/11/2011 12:04:08 PM byiain_m.
Subject:RE: Support ticket submitted 9 June - no response Reply by: iain_m Date:7/14/2011 12:48:52 AM Just to let you guys know that tech support have replied to me and we are trying to get to the cause of the issue. No luck yet, though -- so if anyone here recognises the behavior shown in the screenshot (in the PDF above), please let me know and we can see if there is a common cause.

Subject:Support ticket submitted 9 June - no response

Posted by: iain_m

Date:7/11/2011 10:31:43 AM

Hello,

Would it be possible for one of the mods to chase up a support ticket that I opened on 9 June 2011, to which I've not received a response?

The reference number is 110609-000114 and it is regarding occasional GUI corruption in Sound Forge Pro 10.

Thanks
Iain

Subject:RE: Support ticket submitted 9 June - no response

Reply by: roblesinge

Date:7/11/2011 11:16:12 AM

You could, of course, list your problem in here and see if perhaps we can help. Just an idea.

Rob

Subject:RE: Support ticket submitted 9 June - no response

Reply by: iain_m

Date:7/11/2011 12:03:45 PM

Indeed, I'll do so below. The problem is that it's not easy to reproduce the issue, and I was hoping primarily that one of the developers or QA folks would recognise the symptoms, to help narrow down the cause.

This is what I'd sent:
"I am experiencing some corruption of the Sound Forge GUI when playing sampler loops in audio files for extended periods of time (e.g. 5 minutes of continuous playback) while I tweak the loop in the loop tuner.

When the GUI corruption happens, the Sound Forge GUI becomes unresponsive; clicking the menu bar doesn't do anything. I have to close the program via the Windows Task Manager.

I am afraid that I have not been able to isolate the behavior to a specific duration of loop or length of playback, but it does seem to happen more often than not when using the loop tuner for a long period.

I have tried selecting 'compatible draw mode' and 'compatible scroll mode' in the Sound Forge options, but these have not stopped the problem from occuring.

My graphics card is an XFX ATI Radeon HD 4870 1024MB with driver 8.850.0.0, dated 19/04/2011, and downloaded through Windows Update.

I am attaching a screenshot that shows the corruption. As you see, the volume meters have turned solid blue, and the triangular braces are missing from the ends of the loop selection markers. Would you be able to liaise with your development team to see if this is a recognisable symptom of an underlying problem?"
----
Since sending this, I've updated to the more recent video driver from the ATI website.

The screenshots mentioned in the post can be found in this PDF:
http://dl.dropbox.com/u/4833381/Document1.pdf
(you do not need dropbox to download this).

Thanks in advance for any information.

Message last edited on7/11/2011 12:04:08 PM byiain_m.

Subject:RE: Support ticket submitted 9 June - no response

Reply by: iain_m

Date:7/14/2011 12:48:52 AM

Just to let you guys know that tech support have replied to me and we are trying to get to the cause of the issue.

No luck yet, though -- so if anyone here recognises the behavior shown in the screenshot (in the PDF above), please let me know and we can see if there is a common cause.