Comments

emmrecs wrote on 12/4/2020, 9:29 AM

@William-Gandera

Welcome to the Magix user to user forums.

Rather than plunging straight into the somewhat complex world of uninstall/reinstall, which is not without its potential problems, why not give us rather more details about your computer, hardware and software, and what, exactly causes the app, exactly which version, by the way, to no longer work? You may be surprised because one of us might be able to help you restore the full functionality of the program!

One of the problems inherent in the uninstall/reinstall routine is that unless you take great care to remove everything associated with the previous install, you may not actually resolve the situation at all! You could even find that you are now worse off!

If you are determined to uninstall I would strongly recommend finding and downloading Revo Uninstaller (there are Free and Pro, paid for, versions; I use the Pro version but the Free should be sufficient for what you need) install it and point it to PS Deluxe to uninstall it. It will first run the standard Windows Uninstaller and then carry out a detailed check for anything Magix-related that may have been left behind, both files, folders and registry entries. It will then present you with a list of what it thinks ought to be removed. Check very carefully every item on the list, especially if you have other Magix programs installed. The list is a series of suggestions; you, the user, must make the final decision on what is, and what is not, to be removed.

One of the advantages of the Pro version of Revo Uninstaller is that is creates a System Restore point and a full Registry Backup before it actually makes any changes. I think the Free version creates the System Restore but not the Registry Backup.

Once that process is completed, restart your computer and then reinstall.

HTH

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

William-Gandera wrote on 12/4/2020, 11:39 AM

Thanks for your comments. I'm not sure if I'm responding correctly so I'll just jump in and hope for the best. I have a Dell XPS 8930 desktop w/ 16 GB ram, 64-bit operating system, x64-based processor running Windows 10. I have MAGIX Photostory Deluxe that shows a date of 3.12.2020. I've been using the program for about two years, with current updates. The program worked fine until about two weeks ago. I opened a new project and started receiving error messages, with the program locking up (I need Task Manager to turn it off). I get a "serious program error occurred" message when I start the program; "error in module mxhei_64.dll" shows up in the crash log report. I see that JHL comment posted on 12/1/2020 also received the same error message and was looking for help. Any thoughts?

 

johnebaker wrote on 12/5/2020, 3:18 PM

@William-Gandera

Hi

I assume you are trying import an image, or image sequence that is in a HEIF file.

HEIF is a container file format, and can contain still images and image sequences that are coded in different formats, it is most likely that the internal encoding format is not compatible /supported by Photostory.

A MediaInfo analysis may tell us what is actually inside the file - post the results, from the Text view, of an analysis of the file causing the issue .

John EB
Forum moderator

 

VPX 15, Movie Studio 2024, 2023, and earlier versions 2015 and 2016, Music Maker Premium 2024.

PC - running Windows 11 23H2 Professional 64bit 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 HDD (Data) internal HDD + 1TB internal SSD (Work disc), + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 23H2 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.

William-Gandera wrote on 12/7/2020, 3:33 PM

Thank you for your comments. The problem is the program locks up immediately upon starting it. I've used it for about two years with different sources file formats (photo and video) and had no problem with the program until two weeks ago. Now, upon starting the program I immediately get an "error in module mxhei_x64.dll" message. I need to use task manager to turn the program off. Part of the crash dump file is pasted below.

MAGIX Photostory Deluxe  03.12.2020  15:44
----------------------------------------------------------------------
CrashDump 20201203_154458_v20.0.1.62.dmp successfully written

Error in module "mxhei_x64.dll" (Load address: 0x00007FFB33510000) at address 0x00007FFB335951B7 (Exception 0xc0000005 "ACCESS_VIOLATION")

johnebaker wrote on 12/8/2020, 6:07 AM

@William-Gandera

Hi

I would suggest your raise a ticket with Magix through the Support link at the top of the page.

Do read this guide on how to navigate the support system first.

John EB

VPX 15, Movie Studio 2024, 2023, and earlier versions 2015 and 2016, Music Maker Premium 2024.

PC - running Windows 11 23H2 Professional 64bit 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 HDD (Data) internal HDD + 1TB internal SSD (Work disc), + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 23H2 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.

Former user wrote on 12/20/2021, 10:21 PM

@William-Gandera did you resolve the mxhei_x64.dll" (Load address: 0x00007FFB33510000) at address 0x00007FFB335951B7 (Exception 0xc0000005 "ACCESS_VIOLATION") ?

@Daneane71

emmrecs wrote on 12/21/2021, 3:57 AM

@Former user

Did you notice this thread is from 2020?

I realise why you have resurrected it (because at least one other user is currently experiencing a similar problem) but it is not normally advisable to re-open old threads. Hopefully, the OP will see your question and respond but he has not posted to the forum since his posts above.

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

William-Gandera wrote on 12/21/2021, 9:48 AM

The program crashed recently when I tried adding additional photos to a new project I was working on. I turned off the computer and then rebooted it. The program started with no problem (unlike the issues I experienced last year). Afterwards I was able to insert the new photos into the project with no problem.

Helge-Bruun wrote on 2/18/2024, 6:03 PM

Jeg har lastet inn bilder iphone HEIF format og programmet låser seg og for å gå ut må jeg bruke oppgave behandling. Prøvd å slette bildene men disse forsvinner ikke fra Photostory. Har av innstallert program uten at det hjelper

johnebaker wrote on 2/19/2024, 2:17 PM

@Helge-Bruun

Hi

Photostory does not support HEIF/HEIC images and does indeed crash when trying to import them.

To use them, they have to be converted to jpg, on an iPhone this can be done without 3rd party software - see method 1 here, for Android I use the Luma HEIC viewer/converter app.

Hei

Photostory støtter ikke HEIF/HEIC-bilder og krasjer faktisk når du prøver å importere dem. For å bruke dem må de konverteres til jpg, på en iPhone kan dette gjøres uten 3. parts programvare - se metode 1 her, for Android bruker jeg Luma HEIC viewer/konverter-appen.

HTH

John EB
Forum Moderator

 

Last changed by johnebaker on 2/19/2024, 2:20 PM, changed a total of 1 times.

VPX 15, Movie Studio 2024, 2023, and earlier versions 2015 and 2016, Music Maker Premium 2024.

PC - running Windows 11 23H2 Professional 64bit 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 HDD (Data) internal HDD + 1TB internal SSD (Work disc), + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 23H2 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.