How to get support from Steinberg?

[chk071]

It states <"mostly" for the following countries...>, then indicates distributors in some other countries. I do not take that to mean you're SOL, ie., I think if you can express your issue in English, German, French, Spanish or what-have-you you submit a ticket.

I think so too.

[JonSolo]

Ok, I'll pretend I'm american.

Basically, my issue is...

You are not the OP. They are trying to assist the OP. You have no skin in this thread.

[antic604]

Ok, I'll pretend I'm american.

Basically, my issue is...

You are not the OP. They are trying to assist the OP. You have no skin in this thread.

[alonl6]

Hey guys thanks for the replay.
I will try to connect them trough the chat.. again can't open a ticket via my Steinberg.
Just to make it clear: I'm not expecting Steinberg to solve my problem right away, or even solve it at all. I just think that there needs to be a simple way to send reports or dmp files.
about the problem:
Don't know what exactly happening, but when I'm using groove agent se 5 Cubase crash. Don't know why and when exactly, but it will happen after the plugin is running for few minutes; I'll get a massge like: "A serious problem has occurred, please try to save the project under another name and then restart Cubase 10" and than it will crash. I have Cubase 10 artist.
my system info is:
intel core i7-67000k 4.00 GHz
16 gb ram
latest windows 10 update.
Here is a link to the dmp file: https://www.dropbox.com/sh/8jwqevzn3zsv ... ldPPa?dl=0

[JonSolo]

That definitely sounds like a rogue plugin and not necessarily like a Cubase issue. Is that the only VST you have open/loaded?

[jancivil]

The phone number is now 844, which is a toll-free exchange.
844-358-4022 Monday through Friday 9 am - 7:30 pm EST.

[jancivil]

never mind all that, but I wouldn't be able to replicate, situation too different

from the dump... scratch that:
Your system balked at writing to a memory location.
Reseat the RAM.

[reggie1979]

I'm confused, "can't" open a ticket in my Steinberg?

[Deep Purple]

I'm confused, "can't" open a ticket in my Steinberg?

Maybe blocked from doing so by the country being identified from the OP's IP address?

[AdvancedFollower]

never mind all that, but I wouldn't be able to replicate, situation too different

from the dump... scratch that:
Your system balked at writing to a memory location.
Reseat the RAM.

Looks like an access violation due to an invalid pointer (FAILURE_BUCKET_ID: INVALID_POINTER_WRITE_c0000005_Groove_Agent_SE.dll!Unknown
). This sounds more like a bug in the plugin itself, such as a buffer overrun, writing outside an array or similar. Cubase then has no choice but to shut down, because Windows won't let programs continue after unhanded access violations. So my first steps would be to check for updates to the plugin and Cubase, and search whether others have similar problems with this particular plugin.

Of course faulty RAM can cause all sorts of weird and unpredictable crashes and errors including access violations, but if this just happens with Groove Agent, but not with other plugins or applications, faulty hardware wouldn't be my first suspicion. In that case, other applications would frequently crash as well, and the system would be flaky and unstable in general.

[Deep Purple]

Are you by any chance on Windows and did you run a registry cleaner? I found a few posts online where people fixed this issue with a reinstall of Windows, then created the problem again by running a registry cleaner.

[jancivil]

If it were a bug in Groove Agent 5 SE per se, you would see it reported somewhat frequently at the steinberg.net forum. So yeah, see about that, if so it's probably been noticed or even a fix released.

I'm far from expert, but I would see if the RAM is seated properly for a start, it isn't going to hurt (unless you break it).