Movie Studio 18 Platinum - Can't import video. Error code: -24

Andrew-Gordon wrote on 9/10/2021, 9:53 PM

This is amazing. This error code seems to be very common amongst users. I'd imagine Magix would have fixed this by now. Anyway, I registered the program under a different email address than what was used to buy it.

But here is the thing. I researched and found the solution. Log into the magix portal and simply change the email address. Well, I tried that. Under both email addresses, and in both cases, I got the same error message... that the email address I tried to fix it to is already in use.

I'm on the brink of uninstalling this monstrosity and requesting a refund.

So how do I fix this problem?

Comments

CubeAce wrote on 9/11/2021, 1:50 AM

@Andrew-Gordon

Hi Andrew and welcome to the user to user forums.

It would be better in this instance to contact magix directly with the details of your old email address and your new one and get them to sort it out at their end to accept the new email address. It may take them a few days to reply.

Try infoservice@magix.net.

 

Windows 10 Enterprise. Version 22H2 OS build 19045.5737

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 31.0.101.2135 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 31TB of 10 external WD drives for backup.

ASUS NVIDIA GeForce RTX 3060 12GB. nVidia Studio driver version 572.60 - 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 MMS 2024 Suite v 23.0.1.182 (UDP3) and VPX 14 - v20.0.3.180 (UDP3)

M Audio Axiom AIR Mini MIDI keyboard Ver 5.10.0.3507

VXP 14, MMS 2024 Suite, Vegas Studio 16, Vegas Pro 18, Vegas Pro 21,Cubase 4. CS6, NX Studio, Mixcraft 9 Recording Studio. Mixcraft Pro 10 Studio. CS6 and DXO Photolab 8, OBS Studio.

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."

johnebaker wrote on 9/11/2021, 2:44 AM

@Andrew-Gordon

Hi

. . . . This error code seems to be very common amongst users. I'd imagine Magix would have fixed this by now. . . . . I registered the program under a different email address than what was used to buy it. . . . .

There is nothing to fix, in most cases this is a user error, in the few other cases it is because the software has been purchased 'pre-owned' and was not de-registered before sale.

To fix this issue, set the email address you want to use in your profile at magix.com, then under My Products find Movie Studio and deactivate the installation found under the Show more details

Start Movie Studio and it should ask you to activate, do this.

It would be wise to keep a record of your serial number(s) separate from your email you received.

HTH

John EB
Forum Moderator

 

VPX 16, Movie Studio 2025, and earlier versions 2015 and 2016, Music Maker Premium 2024.

PC - running Windows 11 23H2 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), + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 24H2 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.