New purchase of Soundforge 12 wont run - suggestion from tech no good

markham-starr wrote on 10/12/2017, 11:51 AM

Bought the newest version of Soundforge and it won't run on my new windows 10 computer, Only suggestion from tech help after 1.5 days doesn't work. Phone number on Magix website either hangs up on you or gives a useless path for this question. Their corporate office phone number in the US they list doesn't exist. Anybody know how to talk to a person with Magix for a refund? Very frustrating to buy a program that doesn't work right out of the box. 

Comments

rraud wrote on 10/12/2017, 12:41 PM

What was the suggestion form Tech support?

What error messages are you seeing?

Have you tried right-clicking the <.exe> file and select 'Run as administrator'.

markham-starr wrote on 10/12/2017, 12:50 PM

There are no error messages - registers fine with Magix. The program opens to a full soundforge window but is entirely locked up. I need to use task manager to close it. Tried 5 downloads, reboots, 32 and 64 bit versions, and trial download with same result. Tech help had me modify the windows registry to no avail. What they sent was a standard response to another problem I didn't experience. I did try the administration launch to the same effect. Thanks for your thoughts - much faster than tech help!

T.W. wrote on 11/1/2017, 7:20 AM

Hello markham-starr,

do you have a ticket number from tech support? I will have a look on it.

markham-starr wrote on 11/1/2017, 11:02 AM

Dear TW,

It’s been weeks now so I just gave up on it. I was surprised that your company cared so little about it actually. In talking to others about the problem with no real tech help at your company and your posted phone numbers no longer in service, they suggested you were going down the tubes. I have used the program for years and really liked it, so I was disappointed. I don’t have any ticket number now as I don’t keep emails that turn irrelevant.  Thanks -

Mark

T.W. wrote on 11/1/2017, 11:15 AM

Hey Mark,

sorry to hear that nobody could help you until now. i will talk to the tech support directly to help you with your problem. I hope that helps. The problem that occours on your system is not trival for our supporters to fix, but we will find a solution. Is it possible for you to write directly to: Support-sfas12@magix.net

You can quote me please in your mail.

Thank you for patience.

johnebaker wrote on 11/1/2017, 2:18 PM

Hi

. . . . Bought the newest version of Soundforge and it won't run on my new windows 10 computer . . . .

We need more information, especially about the computer - there may be something about it that is preventing the program running properly:

  1. Computer specification - processor make/model, graphics card or chipset, RAM, hard drive configuration, sizes and free space?
     
  2. Windows version and is it up to date?  Press and hold down the Windows key and the R key - in the dialog that opens type in winver and press enter.
     
  3. Antivirus, firewall and /or Anti-malware software installed.

Also please read this post before replying and add any other information you think may be relevant.

John EB 

 

Lateral thinking can get things done!

VPX 12, MEP Premium 2021, and earlier versions 2015 and 2016, Music Maker Premium 2021.

Running Windows 10 Professional 20H2 64bit on Intel i7-8700K 3.2 GHz, 16GB RAM, RTX 2060 6GB 192-bit GDDR6, 3 x 2Tb internal HDD + 60GB internal SSD, + 6 ext backup HDDs, Sony FDR-AX53 Video camera, Contour HD 1080 and Sony HDR-AS30V Sports cams.

markham-starr wrote on 11/1/2017, 3:34 PM

John,

After wasting two days with it I had to move on, especially since their tech support wasn’t going to help. I gave them all of the info you asked for. Too much work to do to stop for this type of problem. Thanks though for your help - it’s always the people in the chat rooms who fix these things. I was dumb enough to update my iPhone to their newest bug fix only to find more problems then I ever had before. Called Apple - they’d never heard of the problem 6 phones in my family now all have with the update - but chat room people know all about it. They hung up on me after 50 minutes and sent me an email (to my iPhone!) saying they didn’t know how to call me back, and this wasn’t the low level tech help - I had been bumped up to their smart people! I guess that’s just the way it is these days.... Thanks again -

browj2 wrote on 11/2/2017, 9:39 AM

Hi Mark,

Did you reply back to Magix Tech support who gave you an email address above? See the post by T.W. above. Tech support can't help if you don't give them the information required to help. I installed SFAS12 and it works, so there is something wrong on your end.

John CB

John C.B.

VideoPro X(12); MEP2021 Plus; MM2021 Premium; see About me for more.

Desktop System - Windows 10 Home 1903; 16Gb RAM; i7 CPU 860@2.80Gz; ATI Radeon HD5770 w1GB; SSD 500GB, HD 2TB; others 1.5TB, 3TB, 500GB, 4TB, 5TB, 6TB; dual monitors - 27" main, 25" secondary; Casio WK-225 piano keyboard; M-Audio M-Track USB mixer; Notebook - Microsoft Surface Pro 4, i5, 8 GB RAM, 256 SSD, W10 Pro 1903

markham-starr wrote on 11/2/2017, 9:51 AM

I had given them the info at the very start, and as mentioned, have moved on when they sent me a form answer to a different problem. I am not doubting it works on yours or other computers, just was trying to get it to run on mine. Thanks -

mark

browj2 wrote on 11/2/2017, 11:41 AM

@markham-starr

T.W. works for Magix and offered to help. I suggest that you take him up on it.

John C.B.

VideoPro X(12); MEP2021 Plus; MM2021 Premium; see About me for more.

Desktop System - Windows 10 Home 1903; 16Gb RAM; i7 CPU 860@2.80Gz; ATI Radeon HD5770 w1GB; SSD 500GB, HD 2TB; others 1.5TB, 3TB, 500GB, 4TB, 5TB, 6TB; dual monitors - 27" main, 25" secondary; Casio WK-225 piano keyboard; M-Audio M-Track USB mixer; Notebook - Microsoft Surface Pro 4, i5, 8 GB RAM, 256 SSD, W10 Pro 1903

johnebaker wrote on 11/2/2017, 3:32 PM

Hi

. . . . just was trying to get it to run on mine . . . .

That is why TW asked for more information - his answer indicates he does not work for the support department and by inference does not know what information you have supplied them.

Similarly I asked for more information because there is something different (or not set correctly) about your computer.

John EB

 

 

 

Lateral thinking can get things done!

VPX 12, MEP Premium 2021, and earlier versions 2015 and 2016, Music Maker Premium 2021.

Running Windows 10 Professional 20H2 64bit on Intel i7-8700K 3.2 GHz, 16GB RAM, RTX 2060 6GB 192-bit GDDR6, 3 x 2Tb internal HDD + 60GB internal SSD, + 6 ext backup HDDs, Sony FDR-AX53 Video camera, Contour HD 1080 and Sony HDR-AS30V Sports cams.

markham-starr wrote on 11/2/2017, 3:51 PM

I gave up on this weeks ago - I might try sometime in the future when I have time to waste. Thanks everyone for the help.