customer service

fargar-joey wrote on 8/28/2020, 1:25 PM

does customer service exist...My computer crashed and I am rebuilding...I have a Serial Number for a product I purchased, it is not listed in my software list and when I try to register the serial number, I am refused, I have the original email with the link to download the upgrade which does not work...I have spent an hr looking for customer service on the website, I am beginning to believe customer service does not exist any suggestions...

Comments

emmrecs wrote on 8/28/2020, 1:38 PM

@fargar-joey

Welcome to the Magix user to user forums.

Yes, customer service and support does exist but it is not always easy to discover how to access them!

You have not told us which Magix product you have purchased and with which you are now experiencing the problems. If you tell us exactly which product we may be able to offer guidance to you.

Jeff
Forum Moderator

Last changed by emmrecs on 8/28/2020, 1:38 PM, changed a total of 1 times.

Win 10 Pro 64 bit, Intel i7 Quad Core 6700K @ 4GHz, 32 GB RAM, NVidia GTX 1660TI and Intel HD530 Graphics, MOTU 8-Pre f/w audio interface, VPX, MEP, Music Maker, PhotoStory Deluxe, Photo Manager Deluxe, Xara 3D Maker 7, Reaper, Adobe Audition 3, CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam

Jimmy-Ellis wrote on 8/28/2020, 2:19 PM

I upgraded to 2021 Premium, now none of my videos are displaying (Preview or in timeline). I hear sound but no video. Need help asap. Just discovered that .avi videos are working but not .mov or mp4

 

Last changed by Jimmy-Ellis on 8/28/2020, 2:24 PM, changed a total of 1 times.

Desktop System - Windows 10 Professional 2004 64bit; 32Gb RAM; Intel Core i5 6400 @ 2.70GHz; 2047MB NVIDIA GeForce GT 730; 5000GB TOSHIBA HDWE150 (SATA ); others 1TB, 3TB, 2TB, 4TB; dual monitors - HP w2558hc (1920x1200@59Hz) main, ZORAN MATRIX (1360x768@60Hz)secondary; Realtek High Definition Audio

MAGIX Movie Edit Pro Premium, Version 20.0.1.65 (UDP3)

fargar-joey wrote on 8/28/2020, 2:44 PM

wow...thx for your quick response, I struggle to complain because I have been with Vegas my whole editing life time, I am a huge fan and I have always loved the product, even with its idiosyncrasies (no bodies perfect). I plan to upgrade but only if the company shows loyalty to it's long time customers and finds a way to keep me happy to be a customer.

Vegas Pro 11 Upgrade DVD Architect Pro 5.2 NewBlueFX Titler Pro

Nov 29, 2011, 7:55 AM Order Number: Removed by Moderator

CubeAce wrote on 8/28/2020, 3:46 PM

@fargar-joey

Hi.

You will need the Vegas forum for your product as these forums are for Movie Edit Pro and similar Magix programs. Vegas have their own site here.

@Jimmy-Ellis

Hi Jimmy.

Which product did you upgrade from please?

For mov. files make sure you have the latest copy of QuickTime for windows on your computer. For the MP4 you may have to reload or get a new key for the codec for that file type from Magix. When you upgrade everything gets reset and has to be downloaded again.

Have you done this?

Ray.

 

Windows 10 Enterprise. Version 22H2 OS build 19045.4412 Direct X 12.1 latest hardware updates for Western Digital hard drives.

Asus ROG STRIX Z390-F Gaming motherboard Rev 1.xx with Supreme FX inboard audio using the S1220A code. Driver No 6.0.8960.1 Bios version 1401

Intel i9900K Coffee Lake 3.6 to 5.1GHz CPU with Intel UHD 630 Graphics .Driver version Graphics Driver 31.0.101.2127 for 7th-10th Gen Intel® with 64GB of 3200MHz Corsair DDR4 ram.

1000 watt EVGA modular power supply.

1 x 250GB Evo 970 NVMe: drive for C: drive backup 1 x 1TB Sabrent NVMe drive for Operating System / Programs only. 1X WD BLACK 1TB internal SATA 7,200rpm hard drives.1 for internal projects, 1 for Library clips/sounds/music/stills./backup of working projects. 1x500GB SSD current project only drive, 2x WD RED 2TB drives for latest footage storage. Total 21TB of 8 external WD drives for backup.

ASUS NVIDIA GeForce RTX 3060 12GB. nVidia Studio driver version 552.22. - 3584xCUDA cores Direct X 12.1. Memory interface 192bit Memory bandwidth 360.05GB/s 12GB of dedicated GDDR6 video memory, shared system memory 16307MB PCi Express x8 Gen3. Two Samsung 27" LED SA350 monitors with 5000000:1 contrast ratios at 60Hz.

Running MEP Premium 21.0.2.138 and VPX 20.0.3.180 (UDP3)

M Audio Axiom AIR Mini MIDI keyboard Ver 5.10.0.3507

VXP 14, MEP 2022, Vegas Studio 16, Vegas Pro 18, Cubase 4. CS6, NX Studio, Mixcraft 9 Pro.

Audio System 5 x matched bi-wired 150 watt Tannoy Reveal speakers plus one Tannoy 15" 250 watt sub with 5.1 class A amplifier. Tuned to room with Tannoy audio application.

Ram Acoustic Studio speakers amplified by NAD amplifier.

Rogers LS7 speakers run from Cambridge Audio P50 amplifier

Schrodinger's Backup. "The condition of any backup is unknown until a restore is attempted."

Jimmy-Ellis wrote on 8/28/2020, 4:43 PM

Thanks for your response. I am upgrading from 2020 Movie Edit Premium Plus to the 2021 version. I reloaded the MPEG-4 codec and after your suggestion I reinstalled QuickTime. It is still not working for MP4 and MOV files. Images and AVI display just fine. I did install extra content.

Desktop System - Windows 10 Professional 2004 64bit; 32Gb RAM; Intel Core i5 6400 @ 2.70GHz; 2047MB NVIDIA GeForce GT 730; 5000GB TOSHIBA HDWE150 (SATA ); others 1TB, 3TB, 2TB, 4TB; dual monitors - HP w2558hc (1920x1200@59Hz) main, ZORAN MATRIX (1360x768@60Hz)secondary; Realtek High Definition Audio

MAGIX Movie Edit Pro Premium, Version 20.0.1.65 (UDP3)

emmrecs wrote on 8/29/2020, 8:38 AM

@Jimmy-Ellis @fargar-joey @CubeAce

The OP is using one of the Magix Vegas range of products and @Jimmy-Ellis is clearly using MEP Plus. @fargar-joey has been directed to the Vegas forums and @Jimmy-Ellis should post his question to the the correct area (Video Products>MEP) rather than here, the Off Topic area.

Hence this thread will be closed.

Jeff
Forum Moderator

Win 10 Pro 64 bit, Intel i7 Quad Core 6700K @ 4GHz, 32 GB RAM, NVidia GTX 1660TI and Intel HD530 Graphics, MOTU 8-Pre f/w audio interface, VPX, MEP, Music Maker, PhotoStory Deluxe, Photo Manager Deluxe, Xara 3D Maker 7, Reaper, Adobe Audition 3, CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam