Customer Support

Timothy-Fowler wrote on 5/26/2025, 11:34 AM

First off I bought the full year subscription for the Music Maker, but recently (on 3 different computers) The Magix Music Maker will crash all the time, then its a 5-10min restart of the program. I have lost a few songs this way and it has become almost unbearable to use. To put a number on it, the Music Maker has a 95% crash rate within the first hour of use. I have done everything from updating drivers, downloading ASIO, changing audio settings, Running as administrator, and even Re-installing the whole program with all the sound pools. This issue still persists on all 3 of my computers, which are pretty stacked with a GeForce GTX1070 all running windows 11 and 16GB DDR5. What is the worst part you may ask? well that would be getting help from Magix, I called the support number they have listed on both google and the site under support and BOTH of them are Disconnected Lines (means no ringtone and no help). I do love this program so don't feel like this is all bad, but I mean it does feel like a swift kick to the head from behind. I am reaching out here for any suggestions, any tips, any feedback once so ever... If this continues I will probably discontinue my year subscription and walk away from this program. Thank you all for taking the time to read this.

Comments

emmrecs wrote on 5/26/2025, 1:12 PM

@Timothy-Fowler

Welcome to the Magix user to user forums.

First, there is no subscription involved with purchasing any version and edition of MusicMaker. Each major version release has now to be purchased by a one-off payment, but if a user decides to not upgrade there is no further cost and the software will continue to work, at least as long as the user's operating system will support it.

From what you write, I assume you have the latest version, MusicMaker 2025 (version 33.1.1.19 is the latest release) but which edition?

If what you are experiencing was similar for many other users I think this forum would be overwhelmed with complaints but the fact it is not does, unfortunately, suggest this is something inherent in your computers. I note you say all 3 of your computers are stacked with a GeForce GTX1070 all running windows 11 and 16GB DDR5. They certainly exceed the minimum requirements to run MM, though the NVidia GPU at least is rather under-powered for modern graphics. But you haven't said exactly which build and edition of Win 11 you have; is it fully updated? Also, what type and how many hard drives do your computers have and how much free space on each one? And exactly which CPU (please give the full manufacturer name and model)?

As to the question of Support: there is no telephone support for any Magix product, sorry. Such support was discontinued a considerable number of years ago! Instead these forums exist for users to attempt to help other users. Otherwise all direct support from Magix staff is via a support portal.

In the header of every forum page is a "Support" link. Click this link and then navigate carefully through each succeeding page, always choosing the option to Ask Support or Email Support. Once you complete this process and submit your request you should receive, very quickly, a notification email, acknowledging your request, with a Support Ticket number. (Sometimes this email is delivered with no content, for reasons unknown. If this happens simply reply directly to it and ask for further information.) Similarly, if you hear nothing further after a reasonable period of time, perhaps a maximum of one week, then again, reply to the notification email and ask for an update. Just always ensure that the supplied Ticket number is included in any reply you send.

HTH

Jeff
Forum Moderator

Timothy-Fowler wrote on 5/26/2025, 1:20 PM

I have currently 4 SSD, 5TB each. including the one running the OS. I have Intel(R) Core I5-7699K CPU @ 3.80GHz. and Windows 11 is fully up to date. as of 5/26/2025

PATIENT-X wrote on 5/26/2025, 1:39 PM

@Timothy-Fowler

Unfortunately, your seventh gen processor is not on the supported processor list for Windows 11.
Windows 11 requires Intel 8th Gen or higher processors.

I am surprised it's running, is your CPU i5 7600k? It's eight years old?

There is no Intel Cpu 7699k?

Stephen

SP. wrote on 5/26/2025, 1:49 PM

@Timothy-Fowler It's also possibly dangerous to run Windows 11 on unsupported hardware. For example your processor might run too hot without the cooling system working correctly. There is no guarantee that the next Windows 11 update will not cook your CPU.

emmrecs wrote on 5/26/2025, 1:53 PM

@Timothy-Fowler

Thank you for the additional information.

Intel(R) Core I5-7699K CPU

According to the information on this M$ Support page that processor is not "able/allowed" to run Windows 11! (It apparently lacks the TPM module required.) So, have you "force-installed" that OS? If yes, I doubt very much whether Magix Support, or any other user, would be able to help you.

Also, searching on that specific model number produces no results (the closest is i5 7600), whose specifications page here suggests it cannot use RAM faster than DDR4

The latest build of Win 11 is Version 24H2 (Build 26100.4061). Can you confirm that is what you have?

Jeff

PATIENT-X wrote on 5/26/2025, 2:00 PM

@Timothy-Fowler

The i5-7600 is a 7th generation processor and uses the LGA 1151 socket, which is not compatible with DDR5 Ram or Windows 11.

I think your looking at an upgrade to your system.

Stephen

Timothy-Fowler wrote on 5/26/2025, 3:02 PM

Turns out im only on windows 10, but still does it have to crash every 10-20min when i run the software?

emmrecs wrote on 5/26/2025, 4:17 PM

@Timothy-Fowler

As @PATIENT-X has pointed out, your CPU and RAM are incompatible with each other. Until that is resolved I don't think there is much, if anything, we can suggest to you.

Jeff