I know we're a bit backed up with volume right now, but nothing was ignored. Regarding the Blueverb report, the report was updated same day with the suggestion to contact support. Exact history from the report:
- 10/8/2013 12:28:54 PM - Status Changed to: Contact Tech Support. Note: Received and processed by Cakewalk
- 10/8/2013 9:35:16 AM - Status Changed to: New, by AutoBake 3000 Note: Details submitted
- 10/8/2013 9:31:33 AM - Status Changed to: Created, by AutoBake 3000 Note: Report Created
Anytime someone updates a report to "Contact Tech Support", the reasoning is because we believe we can help. The moment we set that status, an email is sent containing instructions for how to open a ticket with Tech Support. Ultimately we pull it out of the Problem Reporter so QA and Dev don't kill us for flooding their bucket with stuff Tech Support can assist with. There was a time when the Problem Reporter was basically an open inbox for everyone to speak to at will, and trust me, it made things infinitely more difficult for bug tracking. I guess the rule of thumb to remember is that the Problem Reporter is for reporting bugs, Technical Support is for getting assistance.
Anyhow, maybe you can give us some details on what's going on with Blueverb and we can see if we can help? The report was a bit short of details. Are you using Blueverb's preset manager or the VST preset manager? What steps are you taking that cause the preset to be lost?
In regards to the other reports...
Guys, fault reports are automated. We don't reply to them directly. There's a huge blurp about this on the reports. It reads like this:
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Thank You for Submitting Your Fault Report!
We appreciate you taking the time to send us your Fault Report. We're sorry you have run into a crash. Using this information we will work our hardest to make improvements and provide our customers with the best products possible.
What happens next? When you submitted the report details, a .dmp file generated at the time of the crash was also sent to us behind the scenes. This file will be run through an automated debugging system that will analyze whether or not the crash was related to something faulting in your Cakewalk program or whether or not it was from a third-party plug-in, utility or hardware device.
Using this information we can then isolate stability issues with aspects of the Cakewalk program as well as notify third-party companies of compatibility issues.
PLEASE NOTE: This is an
automated system that is used for isolating and resolving stability issues. Should our developers require additional information, they will update the report with any questions and contact you via the provided email address. Please understand that you may not receive a reply unless further information is needed or the issue is resolved.
Also, please note that this form is
NOT for Technical Support and is not reviewed by our Technical Support staff. Should you require Technical Support, however, we encourage you to contact our team so they can assist you directly.
Thank you once again for your support, and thank you for choosing Cakewalk!
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We can dig into the reports if someone gives us the CWBRN numbers, but humans aren't processing these manually. Actually, for a time I was personally processing them, and I'm convinced that's why my fingers still hurt to this day ;) . I'd love to say it's from being a beast on guitar, but the truth is it's from a QWERTY keyboard :(
I know there's always room where we can improve and I wish everything we did was seamless, super quick, and as automated as possible (where necessary). Try to remember though that we're a small company with a small support team. While we try our best to reach out to customers, but often times we have to prioritize the ones reaching out to us first. If you're wondering about fault reports, give us a ring or shoot us an email and we'll see if there's any useful info we can extract from them that we can pass along to you. Anyhow, I have some updates in mind that will more easily return info to customers when the report is processed but in the meantime it's mainly a system for us collecting info internally so we can hit the biggest crash offenders.
I just took a look at the fault reports processed so far from you and they're all citing Cronus.dll (V-Vocal) as the crash. Have you tried safe mode to open the project and disable your plug-ins? You can do this by holding down the
SHIFT key when opening the project (make sure SONAR is already opened when doing this). When it asks if you'd like to load "Cronus", say
no.
Are these crashes all happening with the same project by the way? The crash is happening before the project loads so it's not listing a project name. I'm curious if V-Vocal crashes in a new project as well or if it's specific to one in particular.