Comments

vtxrocketeer wrote on 7/22/2011, 6:58 AM
Sony has never failed to respond to me when I submitted a support ticket, but 8 days was atypical. It was longer for me.
Tom Pauncz wrote on 7/22/2011, 8:32 AM
After a new update/version, response times can get rather long.
Tom
drmathprog wrote on 7/22/2011, 8:44 AM
So I'm looking at a few weeks, probably?
Tom Pauncz wrote on 7/22/2011, 9:03 AM
Only SCS Support can answer that for you. :-)
Tom
Byron K wrote on 7/22/2011, 10:36 AM
Generally Sony Tech is responsive but lately, responses can be very long if at all.

Also keep an eye on the ticket because they have a tenancy to close it w/ out informing you, even if the problem is a legitimate bug.
LivingTheDream wrote on 7/24/2011, 9:34 PM
My experience earlier this year was it took them one full month to reply to my request for help with a Vegas Pro issue.


Steve
Rob Franks wrote on 7/25/2011, 4:42 AM
Did you answer the auto response?

It's been a while since I sent in a ticket but if memory serves me correct, I read somewhere on those auto responses that if you don't answer within 24 hours to confirm you still have the issue, then it gets cancelled

For the record though.... of the times I have had to submit... they have responded within 48 hours.
drmathprog wrote on 7/25/2011, 3:50 PM
Thanks.
Yes, I got an auto-answer and they opened a ticket on their support site. But, in the 10 days since, nothing.
Steve Mann wrote on 7/25/2011, 4:15 PM
"What is Sony's typical response time to DVDA/Vegas issues? "
Don't know. In 8-years of using Vegas, I've never needed to contact Tech Support.

drmathprog wrote on 7/25/2011, 5:38 PM
Since version 1, this is my first time also. However, I'd like to be able to make A blu-ray disc, and so far I cannot.
Kimberly wrote on 7/25/2011, 6:53 PM
I've contacted Sony Support a couple of times. They send an autogenerated email pronto to let you know your question is logged. After that it takes 2-3 weeks to get a response. But the response is a bit confusing as you must click on the link in their email to view their response on the Sony support page. At first I didn't realize this and thought they simply sent me another auto-generated response. But I did indeed get specific responses to my questions although it took several weeks.
Steve Mann wrote on 7/25/2011, 7:01 PM
If you are the only user experiencing the problem, then it's not likely that SCS will help you fix your computer.

Here's what Microsoft says about your error:
0x8004E02C
CO_E_NOTPOOLED
The COM+ component you created must use object pooling to work.

Do you have, by some chance, Media Manager turned on in Vegas? Just a wild stab because all of the 0x8004E02 errors deal with databases.
drmathprog wrote on 7/25/2011, 7:16 PM
I found that reference also, although I didn't really understand it.

I'll have to check about Media Manager. Do I want it off or on?

Vegas and DVDA have no difficulty making DVD's; I've made dozens over the years from various home movies. On my first try with Blu-ray, though, I get the error you cited.
Steve Mann wrote on 7/25/2011, 9:25 PM
I have never used the Media Manager, so I don't know the default mode.

I really would like to help, but I am reasonably certain that you have a Windows problem.

Is the Blu-Ray burner new? Did you update the BD burner drivers?
drmathprog wrote on 7/26/2011, 3:16 AM
IT may be a windows problem, but the drive is a year old and hasn't been explicitly updated during that time. Of course, it's a Win 7 machine that updates itself regularly. The machine and drive have no problem reading and writing blu-ray using Nero.

I'm failing with DVDA during a Blu-ray prep phase, not the disc burning phase. It seems to happen while DVDA is preparing the menu, not the content. The content, previously prepared in Vegas, seems to be fine and DVDA seems content not to re-compress it. I simply don't know why all the heavy lifting in Vegas is fine, but the lift lifting in DVDA Blu-ray prep leads to this failure.
Rob Franks wrote on 7/26/2011, 3:47 AM
Do you have non selected items (in the menu) set for anything other than "transparent"? This is legal on DVD.... but not Blu Ray.

I've also had some issues in the past with DVDa writing the menu as AVC. These days I set the project for MPEG2 and have DVDa write the menu as such. Don't worry about your AVC clips. They will still go onto the disks as AVC without being re-compressed. Your disk will simply end up as MPEG2 on the menu and AVC on the main clips.
drmathprog wrote on 7/26/2011, 5:41 PM
I don't have any non-selected items in the menu set for other than transparent.

I dno't know how to cehck how I have the menu being rendered.
Guy S. wrote on 7/27/2011, 10:58 AM
Any company that doesn't respond within 24 hours needs to rename their product "________ Amateur". That would knock out most, if not all of the pro level editing apps.

Having said that, if rely on Vegas to complete projects on time, then you may want to consider one of their paid support options. Yeah, I know - it's doesn't seem right to pay a company when it's likely a bug in their software. But consider it a cost of doing business and move on.

You can find paid support options here: http://www.sonycreativesoftware.com/supportplans

If you need to get a project done, I don't recommend fooling around with their unpaid support team. I've been on board with Vegas since version 4 and have only had to contact support once. The experience was terrible. I clearly stated the issue, listed the fixes that I had already tried, and the result. What I got back was a suggestion to try a fix that was on my "already tried this" list. This went on a couple more times until I just gave up.
Byron K wrote on 7/27/2011, 11:15 PM
Posted by: Guy S.; Date: 7/27/2011 7:58:21 AM
Any company that doesn't respond within 24 hours needs to rename their product "________ Amateur". That would knock out most, if not all of the pro level editing apps.


That statement reminds me of something I read on an Audio forum a long time ago.. "One should question the PRO-ness of gear (software) that advertises that it's PRO. (;
drmathprog wrote on 7/29/2011, 3:13 AM
In the meantime, it's been 15 days and counting. ;-(
William Koehler wrote on 7/31/2011, 7:55 AM
Earlier this year I put in a request for help to Sony Support.
I was having trouble making a BD-R ISO file.

It took them most of a month to respond.
Once they do respond, you have 24, maybe 48 hours to respond back.

They made some suggestions - they didn't work by the way.
I also had work to do, so at one point I took longer than 48 hours.

They had closed out the issue. Done.
TomG wrote on 7/31/2011, 1:44 PM
drmathprog, I feel your pain. I posted a problem on the Sony Support site 12 days ago and have not heard a word back from them. I wonder what the heck is going on????

TomG

drmathprog wrote on 8/1/2011, 3:33 PM
I don't know, but it's 19 days and counting. ;-(
Steve Mann wrote on 8/1/2011, 4:50 PM
First - Sony support doesn't monitor this forum. Second, Sony support won't fix your PC.

When you get a WINDOWS ERROR, then the problem is likely in your PC, not in Vegas.