help request 4th failure to complete form submittal

murrayatuptown wrote on 8/15/2026, 1:54 AM

Video Pro X17 Version 23.0.1.318 (UDP3) UG code 8488 KA1

Windows 11 Pro, Ryzen 7 9800X3D, 64 GB RAM, audio and Radeon GPU are both motherboard-integrated

Hello:

I have tried a 4th time to submit a help request starting at this URL

https://www.magix.com/int/support/

which takes me to https://www.magix.info/us/support/form/

I am logged in, and could not access the form if I wasn't. I am in US, so maybe starting on the international page detects where I am and that is not the error reason.

Each time, the form submittal produces an error: The support request could not be saved.

Meanwhile I find I have no use for the program. I already have Vegas Pro Suite 21, and hoped Video Pro X 17 was easier. In Video Pro X17 I can't do the kind of editing I need to on MP4 files I save as MP4.

When the form submittal fails, I still get an AI email response and offers to have a human contact me but no one does.

Is there way to email someone in customer service, since the form submittal process fails?

Thank you

Murray

Comments

murrayatuptown wrote on 8/15/2026, 2:13 AM

I just figured out why I could not import a .MP4 file. I bought a larger 4k monitor because I can't see on a 15" monitor anymore. It recommends I use 3840x2160 resolution, but type is too small to read at that. (32" monitor about 18" from my face). So I change it to 1920x1080..

That only allows me to see one about 55% of the Video Pro X17 workspace. The add'l tools on the right weren't visible.I apparently CAN import MP4 so I can at least explore what editing functions Video Pro X17 has.

I still have issue with not being able to submit a help ticket.

 

Thank you

Reyfox wrote on 8/15/2026, 3:27 AM

You do know that in System>Display, you can change the scaling (size) of the text?

johnebaker wrote on 8/16/2026, 4:10 AM

@murrayatuptown, @Reyfox

Hi

. . . . I still have issue with not being able to submit a help ticket. . . .

I find that reloading the web page in the browser, either using the Refresh button, or pressing F5, often fixes this 'issue'.

There are more settings in Settings, Accessibility which give you more options:

I have highlighted, yellow dot, the most useful depending on a users need.

Note: Do not turn on the Text Cursor this will reduce the response of the software and, in some circumstances, lead to apparent hanging, ie long response time to mouse clicks, or crashes of the software.

HTH

John EB
Forum Moderator

Last changed by johnebaker on 8/16/2026, 4:16 AM, changed a total of 1 times.

VPX 17, Video deluxe 2026, and earlier versions MEP 2015 and 2016, Music Maker Premium 2026.

PC - running Windows 11 25H2 Professional on Intel i7-8700K 3.2 GHz, 16GB RAM, RTX 2060 6GB 192-bit GDDR6, 1 x 1Tb Sabrent NVME SSD (OS and programs), 2 x 4TB (Data) internal HDD + 1TB internal SSD (Work disc), + ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 25H2 on Intel Core i7-10750H, 16GB DDR4-SDRAM, 512GB SSD, 43.9 cm screen Full HD 1920 x 1080, Intel UHD 630 iGPU and NVIDIA GeForce RTX 2060 (6GB GDDR6)

Sony FDR-AX53e Video camera, DJI Osmo Action 3 and Sony HDR-AS30V Sports cams.

murrayatuptown wrote on 8/23/2026, 1:41 PM

I tried submitting a (5th?) Help Request using my phone instead of the Windows PC and the same long delay occurs, the same red error status that the request could not be saved, and a ticket is created according to an e-mail AI agent. I thought using the phone on a different OS might bypass some of the things 'that might help'.

I have not been able to get a human reply as offered by the AI agent.

I am going to print out the AI guesses and try all the steps. It seems a lot easier to ask a human if I am using an incorrect activation code or something instead of figuring out install/uninstall problems based on an AI guess.

I've been using Magix products since 2017 and not being able to use a support request form to reach customer service, and having to interpret layers of installation/upgrade/activation problems are not at all encouraging.

It should not be this difficult to install something and verify it's correct, when it appears to not be. Maybe there is no longer Customer Service?