@Jan-Kristoffersen

Welcome to the Magix user to user forums.

It would seem that the installation of MEP has failed to complete properly for some reason. Before purchase and installation did you check this page and ensure that your computer at least meets, and preferably exceeds, the minimum requirements?

I think your best course of action is to first deactivate the product on your computer (via Help>Deactivate program) then use the information on this Magix page to completely remove and then reinstall your software.

HTH

Jeff
Forum Moderator

Thank you for the inputs.

Now I have tried again with a complete uninstall and re-install following Jeff's guidelines.

The Anti-Virus program (Windows Defender) was completely turned off during the installation as Ray Suggested.

Unfortunately the error symptoms are exactly the same:
Movie Edit Pro shows the same blank popup window, both after program start, and when "New Project" button is pressed.

I can also mention:
-  The PC was on-line during the whole installation process.
-  The PC has 8 GB ram (7.9 GB available) so there should be no memory limits.
-  Only installed "Movie Edit Pro" itself, No other add-ons were installed. So the problem is isolated to MEP program parts

Any other suggestions on what the problem is and how to continue ?

The symptom with a completely blank popup screen plus NO error messages at all seems to indicate
a design bug in "creating a new project" related program parts.

Have you seen this problem before with New Project ?

Has the "New Project" program parts been tested with newest Windows 10 update versions ?

@Jan-Kristoffersen

Hi Jan.

I think you misunderstood what I was saying about the antivirus. It not only needs disabling during instillation but added to the exceptions folders of the antivirus to be ignored during use if it is not working at all and if that was the problem. But you may have more than one problem. Difficult to say at this point.

Is the computer normally online?

But.

Are you saying the program is OK and runs once the pop-up has been dismissed?

The Pop-up window that you do get should not be blank.

Is it one that appears between the two pop-ups you see in my example?

If so, it's the one that reminds people of special offers and upgrades and you are correct and the program will not continue until it is dismissed. In your case you can only dismiss it by closing it using the X and not the dismiss box normally found inside the box as nothing is showing. If it is that one, it is damaged in some way so will keep re-appearing. It may not have been completely uninstalled with the uninstalling of MEP.

Ray.

Thank you for the feedback. Ray, let me answer your questions one by one:

> Is the computer normally online?

Yes it were online during the MEP installation and the tests.

> Are you saying the program is OK and runs once the pop-up has been dismissed?

The program runs, but only part of the program features can be used.
Is possible to open a video file, ex via drag and drop, and watch it frame by frame, doing cuts, section delete, etc. (see attached screen dump)

• -  The "Import" tab seems to work.
• -  The "Effects" feature tab shows content, but effects can not be activated (pressing buttons have no effect).  
• -  The "Template", "Audio", "Store" tabs all have empty content.
• -  It is NOT possible to do a normal project start via "New Project" (ctrl + N). It results in the same empty popup as during MEP program startup.

> The Pop-up window that you do get should not be blank. Is it one that appears between the two pop-ups you see in my example?

Unfortunately I can not read the popup top text on your video, but looking at the popup window sequence in your video it should be the one with content showing "Load Existing project"  "Recently opened projects" tabs.
Here the popup content is just completely blank.

> If so, it's the one that reminds people of special offers and upgrades and you are correct and the program will not continue until it is dismissed. ....

Sometimes (once a day ?) an extra popup with "special offers" appeared at MEP program start just before the popup with the empty content.
This extra popup showed its content ok. It could be discarded normally.

---

I should also mention that the MEP program and specific PC has been activated ok at https://www.magix.com/int/support/my-service-center/
There the product and specific PC information are correct:
Movie Edit Pro (2021)
...
Device information: Windows computer with:
- Windows 10 Pro, 64-Bit
- Intel(R) Core(TM) i5-7300HQ CPU @ 2.50GHz
- 8060 MB RAM

So the server communication during MEP installation and first run, were the serial number was entered, has been ok.

The problem therefore seems to be local to the MEP program itself (the New Project menu) or the installed MEP data files.

I should also mention that

• The program serial number shown in the MEP's "Help" | "About" box is correct.
• It is also possible to reopen with "File" | "Last opened disc projects" and get the same content as shown in the screen dump attached above.

So it seems that MEP can correctly access its own data files / directories (or at least those associated with the project log, project open operations).

Could it be that MEP still runs in a kind of demo mode, despite it has been correctly activated ?

How does, should, "New Project" normally behave in demo mode. Show an empty popup, or ?

@Jan-Kristoffersen @emmrecs

Hi Jan.

That is very odd. It looks as if you have not downloaded any of the basic content, let alone any of the additional content.

Let me try to be clear. You are missing this screen showing properly?

If that is the case you must have a corrupted and incomplete instillation of MEP. This is something I think none of us have seen reported here before.

That means all files from MEP must be removed before trying to re-install Movie Edit Pro or the same problems could arise again. Even without the extra content download not being imported, that screen should be appearing.

You need to go to this page to see how to uninstall MEP correctly if what I have said is correct.

Ray..

@CubeAce

Hi Ray.

According to one of his earlier posts @Jan-Kristoffersen has already done the full uninstall/reinstall routine, apparently following the instructions which Magix supply on how to do this. (I gave the link to that page earlier.)

@Jan-Kristoffersen I think we fellow-users are just about out of ideas on your problem, which, as Ray says, none of us has ever seen before. I think you now need to raise a Support ticket, as part of which you will almost certainly be asked to download and run the Magix SysCheck utility. Once you've sent all the results of this to Magix they can have a very careful check of your installed hardware and software and hopefully, they will be able to help you to resolve this.

Jeff

@emmrecs @Jan-Kristoffersen

Hi Jeff.

One of the problems with the Magix answer on uninstalling is the fixit tool was for Win 7 and is not as effective on win 10.

One of my main gripes with Magix is they should update and check all of the information on their site. There are still links to de-funked software for sale and fix solutions to problems that don't appear to work with Windows 10 judging by the responses we get to solutions and the help section so Windows 10 support contradicts the help information here.

I do agree this now probably needs direct contact with Magix but also the information on the Magix help pages needs serious updating.

Ray.

Ray, yes it is the screen show in your attachment which appear completely blank here.

Ray & Jeff, I will now raise a support ticket at MAGIX describing this New Project / installation problem, and make a reference to here.

Thank you for your inputs. Much appreciated.

Jan.

Hi Jan.

At least we have narrowed down the problem to specifics you can tell Magix about, or link to this forum thread for them to see, even though I'm sorry we fellow users can't help you to resolve this problem.

I'm pretty certain your system specs have nothing to do with this but do make sure your anti virus program is set to allow all MEP folders and associated folders are allowed through the firewall first. I have not personally had to touch Windows Defender to get MEP to work but have added all my video editing packages folders to Avast.

Ray.

@Jan-Kristoffersen, @CubeAce

Hi

A little late to the party on this one.

. . . . The symptom with a completely blank popup screen plus NO error messages at all seems to indicate
a design bug in "creating a new project" related program parts. . . . .

In the 11 years I have been here this is, AFAICR, the first time this issue has been raised/seen, so it it is unlikely to be a bug.

As you can get into the program try resetting the program to its default settings - File, Settings, Reset program settings to default.

If you still get the blank dialog, close MEP down and using Windows File Explorer navigate to the folder:

C:\Users\Logon name\AppData\Roaming\MAGIX\Videodeluxe27_premium and delete the Videodeluxe.ini file.

Note -  the AppData folder may be hidden so you need to turn on Show hidden files and folders in File Explorer.

Start MEP - the deleted file will be recreated, and hopefully the blank dialog will display correctly.

Does the laptop also have a Nvidia or AMD graphics chipset - if so which ?

To clarify Rays comment above the antivirus exceptions image posted is showing the Avast interface - for Windows Defender the exceptions must be set in the Ransomware/Folder protection feature.

HTH

John EB
Forum Moderator