Cubase crashes on "Empty Trash". Support is non existent, multiple emails ignored

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theproject123

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Cubase crashes on "Empty Trash". Support is non existent, multiple emails ignored

Hi guys,

After being ignored by “Technical Customer Support” for over a month now and a very underwhelming response on the official Steinberg Forum, I was wondering if anyone would be able to help me on here.

When I "Emtpy Trash" Cubase crashes very frequently. After loading the project again a window appears looking for missing files - the ones that were trashed. I record a lot of live drums/audio and need to empty the trash frequently and this process does not make for a pleasant experience when clients are in the control room or for my nerves for that matter.

I contacted Oscar Bonomi at Technical Customer Support (I use this term loosely) and I received a response saying "Trashing your preferences could help".
This is pretty generic advice that can be found on most forums. I had reported this problem multiple times previously with no success and I wanted to get to the bottom of what exactly is causing these crashes once and for all. I communicated this to Oscar sending him crash reports in the hope of a bit more of a personal response. To which he replied.

“Cubase has got more of 5000 functions, sometimes it could happen its preferences causing some clashes between its functions for different reasons.”

Aside from the poor English, yet again a pretty impersonal, blanket statement response.

So anyway - I trashed my preferences, the problem goes away for a few instances of "remove unused media" and "Empty Trash" and then the crashes return shortly after. I have trashed my preferences every day last week just to finish tracking a project – which to me is unacceptable. I make a living recording music and I simply don't have the time for this process to become a daily occurrence.

I have emailed Oscar 4 times over the last month asking how I would go about troubleshooting the problem and I'm being completely ignored.

In a nutshell Cubase’s support towards my problem is ‘Cubase has a lot of functions, it could be a lot of things – trash your preferences, if that doesn't work - you're on your own. If you’re not happy about this we’ll just ignore you until you go away’.

Quite clever really, as the silent treatment does start to work and I just live with it, but I'm hoping you guys may be able to help me on here.

I'm using Cubase 7, 32 bit (but this also happened on Cubase 6.5)

Mac Pro
OS X 10.8.2
Processor: 3.33 GHz 6-Core Intel Xeon
Memory: 6 GB 1333 MHz DDR3

Thanks
 
I personally have never experienced this issue nor have I heard of it in the 13 years I have been using Cubase.

If I were you I would quit bothering with trying to get tech support and take a weekend to reinstall or upgrade your OS and then reinstall Cubase.

Have you checked your RAM? Maybe you have a faulty unit. That can cause all sorts of crashes.

Other than that, I got nothin else for ya.

Strange problem, though. When you're emptying trash it's basically just deleting the files from the pool. I don't know if Cubase uses some sort of other coding to accomplish this, especially in Mac, but it seems like a simple procedure that shouldn't conflict with much.

Have you tried selecting the files in the trash manually and then deleting them that way? If it works it's a workaround but at least it won't crash and waste you more time.

Dunno, spitballing here.

Cheers :)
 
I'm on OSX and been with cubase for 9 years and have never experienced this issue...

Sorry for being no help.
 
Hey guys,

This may be a little late, but I ended up finding a work around (not solution/fix) Thought I'd post it, in case it helps anyone else.

When I'm dealing with the above situation, I "remove unused media" and before emptying the trash I close the project, re-open it and then I can successfully empty the trash without it crashing.

I'm no technical expert but I'm guessing Cubase is holding onto the files that have been removed, for some unknown reason, and when I try to trash them it doesn't like it and craps itself. If I shut down the project and reload it, Cubase seems to have let go of them allowing me to delete them without the crashing.

It's not a fix for the problem, and it is quite annoying when clients are telling me "I've already opened that song" (I have a 42" mirror display screen on the wall) when I'm shutting down and immediately opening the same projects all the time to perform the above process.

Anyway, an acknowledgement from Steinberg (or anyone) would have been nice but then again their support team would have to actually try to do what I'm doing before dismissing it, but I don't believe they are. Recording 1-2 vocal/guitar tracks and emptying the trash isn't going to do it.
 
You haven't reinstalled your OS and upgraded to a newer Cubase patch yet?

Cheers :)
 
No, but this has been happening for over a year and half on 3 different machines, both problems exists on Windows and Mac.

....and yes I have tried turning my computer on and off again too!
 
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