Can anyone tell me why I get no response from support when I issue a TICKET. I have sent them a number of tickets and emails over the past month regarding an activation problem with MAGIX Video Deluxe 2026 Premium and the add ons you get with the program, but have got no reply. The only response I get is from an Ai Bot that gives me an answer of nothing I asked. I don't know how else to contact them.
Kind Regards
Barney
I have the same problem; no one at Magix is reachable. So, I can only advise you to stay away from the 2026 version. Everything is displayed correctly in the timeline. When rendering, the program simply omits some effects, so the intro doesn't make sense. But I haven't heard anything from support.
I tried that, but it didn't help. So I installed version 2025 on my old PC and changed everything. So why not the 2026 version? It seems MAGIX still has a lot of work to do here.
It's possible that the effects in question, if supplied by a third party, need higher processing power and computer specs than for the base program editor. It is always worth looking up the effects specifications needed and offered by those companies supplying the effects.
There is normally somewhere on the Magix web page with the specifications needed to run the program, a disclaimer to that effect. All be it in advertising speak. Basically the specs on that page only deal with what is needed for the base program.
Ray.
Thanks CubeAce, but that's not the problem. 1. It's not the effect of a third-party provider. 2. My computer performance is perfectly sufficient with a Ryzen 7 and 32GB of RAM. Especially since version 2025 on an old PC with an Intel i5 and 16GB of RAM runs the task without issues, so the problem clearly lies with Magix. But what's much more worrying for me is that Magix support hasn't responded at all despite repeated requests. Apart from creating a ticket, nothing has happened.
Jürgen
@jtu001 Keep hammering them with follow-up questions under the same ticket number and tell them that you want contact to human support staff.
Magix stated in the past, that they introduced the AI chat bot to weed out 90% of the support requests. You won't get any response from a human if you simply wait and do nothing. The ticket will be closed automatically after a handful of days.
Danke für den Tip habe immer wieder gefragt ob das Problem Zeitnah zu lösen ist. Ich werde aber nochmals nach einem Menschlichen Support Mitarbeiter fragen, So ist das nun mal mit der KI (künstlichen Iteligenz) wenn die PI(persönliche Inteligenz) nicht aussreicht
Also vielen Dank für den Tip
Hello Jürgen,
Contacting Magix Support is very difficult. I'm not a fan of AI chatbots myself, but more and more companies are switching to them. I actually understand that, because about 95% of the answers can be found on the internet or in forums. But I do agree with you that there should be and remain ways to speak to someone personally, whether by phone, email, or chat.
But perhaps I can help you with your problem.
...Everything is displayed correctly in the timeline. When rendering, the program simply omits some effects, so the intro makes no sense...
Could you please upload a few images to see which effects are omitted after rendering? I'm very curious about that. You can upload images/videos by clicking the arrow in the toolbar.
Best regards,
Rob
Hallo Rob
Ich sende Dir erst einmal zwei bilder das Erste von der Endeergennis nach dem Rendern das zweite ist die Timeline.
Beste Grüsse
Jürgen
.
You don't mention the use of any graphics card on your system and no matter how powerful a CPU you may have, or how much system ram you have, without a sufficiently powerful GPU it could well strain the system to a breaking point. System ram is nowhere as fast or useful as that in a GPU and GPUs use different types of processing cores dedicated to dealing with 3D tasks and video codec rendering.
If you do have a GPU it would be useful to specify it here along with the other information you have given. If you don't then that could be at the base of your problem.
Ray.
Hi Jürgen,
First of all, thank👍 you for forwarding the "Security Copy Folder" to me and for your trust. I had the opportunity to watch your intro video at my leisure. My reasoning was correct; it's a very complex intro. I summarized all my findings in a video: "From MVP Project File to Export" and emailed it back to you via WetTransfer.
Good luck,
Rob
Hi
. . . . My computer performance is perfectly sufficient with a Ryzen 7 and 32GB of RAM. . . .
Which model of the Ryzen 7 do you have - there are many variants, in addition is there a NVIDIA graphics card installed?
John EB
Forum Moderator
Hi,
The CPU is Ryzen 7 3700X8 and the graphics card is NVIDIA GeForce GTX 1600 Super
The NVidia GTX1600 is rather under-powered for a modern video editing app like Video Deluxe 2026, unfortunately. In my previous computer, running Windows 10, I had the NVidia 1650 and it was just about able to handle fairly complex video projects.
My signature includes the specification of my current computer, including a much "faster" NVidia GPU and an Intel CPU. Although I have no personal experience of this it seems from what other users have posted that Intel CPUs are preferred to AMD Ryzen.
As @Bol and @CubeAce have clearly suggested to you, it may simply be that your project is too complex for your existing computer hardware to handle.
Also, can I ask you to bear in mind that this is the English Language forum and that, if you wish to continue to post here it is helpful to non-German speakers to also provide a translation of your posts? Thank you.
Jeff
Forum Moderator
Hi.
I was using an nvidia 1650 Super but it could not cope with more complex projects so I have it as a standby in case my 3060 12GB stops working but even that struggles with some of the demands I put on it. The more complex a section gets the more overall ram I see in use with the 3060 toping out and another 24GBs of normal motherboard ram gets pressed into use as well as the internal Intel CPU's GPU gets pressed into service and I'm running MMS 2024 which I assume is not at processing intensive as each new version pushes the components that much more.
Both nvidia cards work well enough at 4K with not much happening but once I start adding tracks with Pips, Fades or FX the processing workload soon mounts up. Especially the 3D rendering and video encoding.
Ray.
Hi Jeff, Ray,
I'm still working satisfactorily with the NVIDIA GeForce GTX 1660Ti. I updated the drivers for it again today. I can still edit 4K files reasonably well. See my signature for my PC configuration.
I can also tell you that I'm not having any problems exporting Jüri's compiled INTRO. I'm patiently awaiting Juri's response.
Best regards,
Rob
Hi Rob.
Yes, my Intel Graphics UHD 630 is installed, but the hardware acceleration setting is all three NVIDIA GeForce GTX 1660Ti.
My settings are also set to only use the nvidia card on my system and yet if you open Task manager you may find the Intel GPU is still doing some work.
Ray.