brand new SF12 install - can't get technical support help

robert-p wrote on 1/2/2020, 8:54 AM

version 12.1 build 170 64-bit

new install on 1/1/2020


FIRST, magix website complains that my product is too old. I don't see a way to contact customer service to resolve this. It says I must buy a technical support voucher. When I click to buy, the website doesn't go anywhere to purchase.

loaded new SF12pro onto 64 bit windows 10 OS   configured files mp3 and wav  to be opened by SF12 in preferences.

Using SF12 for the first time.

Set SF12 preferences to make file assignments for SF12  for mp3 and wav.

I went to file explorer to assign wav files to be always opened with SF12.   They open right with a double-click into SF12.   I can open one file, then another, then another.   WAV works just fine.  

Went to file explorer and  double-click  open mp3.  it opened the first mp3 ok.

If I try to double-click a 2nd  mp3   to open;    SF12 crashes every time.        Doesn't matter what mp3 file.  they are all short and no issues with the file itself.

I then removed the mp3 and wav file associations with the SF12 and assigned file open with SF12  in the file explorer itself.      Still fails when trying to open a 2nd mp3.

here is a screen of error report.

Extra Information
   File:                C:\Users\me\AppData\Local\MAGIX\SOUND FORGE Pro\12.1\dx_grovel_x64.log
   File:                C:\Users\me\AppData\Local\MAGIX\SOUND FORGE Pro\12.1\vst_grovel.log

Problem Description
   Application Name:    SOUND FORGE Pro
   Application Version: Version 12.1 (Build 170) 64-bit
   Problem:             Unmanaged Exception (0xc0000005)
   Fault Module:        C:\Program Files\SOUND FORGE\SOUND FORGE Pro 12.0\forgek.dll
   Fault Address:       0x00000001803727F1
   Fault Offset:        0x00000000003727F1

Fault Process Details
   Process Path:        C:\Program Files\SOUND FORGE\SOUND FORGE Pro 12.0\Forge120.exe
   Process Version:     Version 12.1 (Build 170) 64-bit
   Process Description: SOUND FORGE Pro

Then I reopened SF12  with blank workspace.   And highlighted three mp3 files and dragged/dropped  them into SF12 workspace. 

All three files opened without incident.   So that is one method to get files into SF12 works fine.   

I've been a SF user from SF 4.0  way back when.   this business of a crash when opening an mp3  from file explorer is a software issue for sure. Since I can't access technical support claiming my software is too old (installed on 1/1/2020), I'm forced to use this venue.


Hopefully your company has a fix for this.  It is a real pain that I can't double click a file explorer and get the mp3 (s) to open one right after another.


Bob audio music maker


rraud wrote on 1/2/2020, 10:41 AM

Hi @robert-p and welcome to the Magix discussion network. This is a peer-to-peer group. The moderators are not Magix employees, but you can contact Magix technical support online. You will need to log-in with your account info.

"double-click a 2nd mp3 to open; SF12 crashes every time."
> I cannot duplicate this behavior in Pro 12.1 (build 170) or Pro 13. Are you adding the 'new' MP3 files to existing data window ("Append" check box) or a new data window?