Trying to log on to the Magix Store from within Magix Music Maker 23

Johnhhh wrote on 11/14/2022, 7:37 AM

This program just wont let me log on to the magix store. My purchased program is registered but I cant even activate it because the sign in tab is inoperable. So despite paying for the program you can only access the free version.

I am using windows 10

Program version :- Music Maker (64 bit) 31.0.2.15

Things tried:-

Temporarily disabled windows firewall

Clean up store tab used to reboot the program in the options menu.

Windows security app and browser control :- Microsoft smart screen options all off.

Tried to uninstall and then reinstall the program unfortunately the installation file keeps saying:-

An error occured during communication.

Please check your internet connection.

 

So now I have no way of installing the program or using it. Why oh Why do these software engineers want you to be connected to the internet to use a program you have legitimately paid for? I suspect they will be deluged with complaints because they are selling this in a black friday sale.

Come on Magix!

 

Comments

johnebaker wrote on 11/14/2022, 8:54 AM

@Johnhhh

Hi

. . . . Microsoft smart screen options all off. . . . installation file keeps saying:- An error occured during communication. Please check your internet connection. . . . .

If you are using Edge as your browser, try a different browser eg Firefox.

. . . . I cant even activate it because the sign in tab is inoperable. . . . .

Which sign in tab - do you mean the Start screen in Music Maker? A screen shot would help.

. . . . Why do these software engineers want you to be connected to the internet to use a program you have legitimately paid for? . . . .

To ensure that the program/edition installed is legitimate and you have what you purchased - there has been and still is, a lot of hacked and infected software masquerading as the real thing.

HTH

John EB
Forum Moderator

VPX 14, Movie Studio 2023, and earlier versions 2015 and 2016, Music Maker Premium 2023.

PC - running Windows 11 21H2 Professional 64bit on Intel i7-8700K 3.2 GHz, 16GB RAM, RTX 2060 6GB 192-bit GDDR6, 1 x 2Tb (OS and programs), 2 x 4TB HDD (Data) internal HDD + 60GB internal SSD, + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 22H2 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.

Johnhhh wrote on 11/14/2022, 9:11 AM

Dear Moderator,

I could not even activate the program from the login tab on the top right hand side of the screen from within the program. I would send a screenshot but unfortunately I cannot even reinstall the program after attempting an install / re-install.I notice the manual skips over the activation process as well. There seems to hundreds of screenshots explaining everything apart from the activation process itself.

In summary. The issue was not from a browser it was the program itself. You cannot log in to the music store. All you are left with is the free program tools.Firefox or any other browser would not help.

I can appreciate your defence and you make good salient points but when a new legitimate purchase that is registered in my account cannot even be used at all it does not bode well does it?

Now all I am left with is various auto responder emails from support@magix.net and sales@magix.net. saying emails are not been answered.

And ticketing support seems to be down at the moment.

Hence why I am on here trying to reach out for help.

Regards John T

A fed up customer.

SP. wrote on 11/14/2022, 9:25 AM

@Johnhhh Are you getting a specific error message trying to reinstall the software?

emmrecs wrote on 11/14/2022, 9:31 AM

@Johnhhh

I think we all understand your frustration but please be aware that all the forum moderators are NOT Magix employees (we are merely fellow-users) and we cannot see your computer screen, obviously.

Have you checked that your Windows installation is fully up to date? It is not at all unknown for a partially-completed or stalled Update to interfere with program installation.

Then, let's see if we can help you to resolve the base problem! First, it would seem that your attempted uninstall and reinstall is failing, almost certainly because the uninstall failed in some way. So, please download and run this Microsoft Troubleshooter. Do take care to follow the instructions on that page for its proper use.

Once it has finished, reboot your computer; "reboot" means to use the Shutdown>Restart option, not simply shut down and then manually restart your computer.

Then try again to install the software; should you need to redownload the installation files please use, as John suggested a browser other than Edge. (For reasons yet undetermined, I think, that particular browser seems to create problems when attempting to download software.) Once installation is complete, optionally, reboot your computer again.

Then attempt to register/activate the program. if it fails please post here screenshots of any and all error messages you see.

Jeff
(Another) 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

Johnhhh wrote on 11/14/2022, 9:33 AM

Magix Installation manager message:-

An error occured during communication.

Please check you internet connection .... and so on.

Please check cables , modem etc.....etc

There doesnt appear to be anything wrong with my internet connection. I can install the program straight after purchase and now I cant. Why is this?

Johnhhh wrote on 11/14/2022, 9:44 AM

Jeff,

I did not know the moderators on here are not Magix employees. So (and John EB) accept my apologies.

My windows system is fully up to date and has been trouble shooted as okay with no problems. I will try to resolve it with a software manager work colleague. Other than that then a refund via their sales team will have to escalated in the future.

Regards John

Johnhhh wrote on 11/14/2022, 9:52 AM

Jeff,

Besides I have been advised that that trouble shooter "microsoftprogram_installand_uninstall.meta.diagcab" usually causes no end of registry damage.

Regards John

browj2 wrote on 11/14/2022, 10:17 AM

@Johnhhh

Hi,

Reinstalling the program because you don't know how to do something can just cause more problems, which it seems that you now have.

The program is free - you didn't buy it, you bought a Premium Edition which is an add-on to the program unlocking some features and giving you more stuff that download and install upon activation and some that you have to download and install under Downloads, and you get some credits. You install the program, log in, activate the serial number - only once - on the Welcome screen. If you are not logged in, you won't know what you have.

Watch this:

John CB

John C.B.

VideoPro X(14); Movie Studio 2023 Platinum; MM2023 with MM2022 Premium Edition; see About me for more.

Desktop System - Windows 10 Pro 21H1; MB ROG STRIX B560-A Gaming WiFi; Graphics Card Zotac Gaming NVIDIA GeForce RTX-3060, PS; Power supply EVGA 750W; Intel Core i7-10700K @ 3.80GHz (UHD Graphics 630); RAM 32 GB; OS on Kingston SSD 1TB; secondary WD 2TB; others 1.5TB, 3TB, 500GB, 4TB, 5TB, 6TB, 8TB; three monitors - HP 25" main, LG 4K 27" second, HP 27" third; Casio WK-225 piano keyboard; M-Audio M-Track USB mixer.

Notebook - Microsoft Surface Pro 4, i5-6300U, 8 GB RAM, 256 SSD, W10 Pro 20H2.

YouTube Channel: @JCBrownVideos

emmrecs wrote on 11/14/2022, 10:29 AM

@Johnhhh

Apology not really needed but happily accepted!

I have had need to use that MS Tool a couple of times in several years and never once has it caused any Registry problems for me. If you are concerned about this why not make a complete registry backup before you run the troubleshooter?

If you're not sure how to do this:

  1. Hit the Windows key+R.
  2. In the box that then appears type regedit.
  3. On the screen that then opens (you may get UAC asking if you agree to Registry Editor running, do so) go to File>Export. Give the exported file a name, most commonly "Reg Files [today's date]". Save as type "Registration files" and, at the bottom of that screen, "Export range>All"
  4. Save the file somewhere where you can easily find it again, preferably NOT on the Desktop.

Then run the troubleshooter.

Reboot your computer.

If you now find you have registry problems repeat the process to reinstall the "old" registry by opening Registry Editor again and choosing File>Import and navigating to where you saved those registry files.

Assuming no registry problems retry the MM installer.

HTH

Jeff

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

Johnhhh wrote on 11/14/2022, 11:00 AM

Johnhhh wrote on 11/14/2022, 11:07 AM

No registry problems detected. Internet connection is fine. Windows error checked and everything was fine.

The first installation was uninstalled via add / remove progragrams. Including all installed elements.

After clicking on the 5mb .exe which starts the installation and subsequent program download the above installation manager message is seen. I even went into my Magix account and freshly downloaded the .exe.

Even if I managed a free installation which I cannot at the moment I cannot even activate and use the premium edition anyway. I have also uninstalled and reinstalled another non Magix program with no issues at all.

Also I am a home user that is not trying to install from behind a workplace firewall.

browj2 wrote on 11/14/2022, 11:28 AM

@Johnhhh

Hi,

Did you watch the video?

Check in the following folder:

B:\Documents\MAGIX Downloads\Installationsmanager

as the full exe file may have been left there. It should be about 962MB. If it's there, then you can execute it instead of having the downloader download it.

Again, about activation, you have to be logged in as I show in the video.

John CB

Last changed by browj2 on 11/14/2022, 11:29 AM, changed a total of 1 times.

John C.B.

VideoPro X(14); Movie Studio 2023 Platinum; MM2023 with MM2022 Premium Edition; see About me for more.

Desktop System - Windows 10 Pro 21H1; MB ROG STRIX B560-A Gaming WiFi; Graphics Card Zotac Gaming NVIDIA GeForce RTX-3060, PS; Power supply EVGA 750W; Intel Core i7-10700K @ 3.80GHz (UHD Graphics 630); RAM 32 GB; OS on Kingston SSD 1TB; secondary WD 2TB; others 1.5TB, 3TB, 500GB, 4TB, 5TB, 6TB, 8TB; three monitors - HP 25" main, LG 4K 27" second, HP 27" third; Casio WK-225 piano keyboard; M-Audio M-Track USB mixer.

Notebook - Microsoft Surface Pro 4, i5-6300U, 8 GB RAM, 256 SSD, W10 Pro 20H2.

YouTube Channel: @JCBrownVideos

Johnhhh wrote on 11/14/2022, 11:55 AM

Found the full exe file . Thank you.

But even after re-installation I cannot sign in and the music store never synchronises

Johnhhh wrote on 11/14/2022, 11:56 AM

Johnhhh wrote on 11/14/2022, 11:56 AM

You click on sign in and nothing ever happens and the store never synchronises.

Even using the subscriptions dropdown tab.

Ive tried the onboarding route and again nothing happens.

Johnhhh wrote on 11/14/2022, 12:29 PM

Johnhhh wrote on 11/14/2022, 12:29 PM

Clicking on sign into your existing account nothing happens.

On Browj2 video a sign in box pops up at 5 minutes 35secs....nothing happens when I click on it.

Johnhhh wrote on 11/14/2022, 12:55 PM

Nothing happens when trying to sign in from the projects screen when clicking on "join now"

I have also tried Help - Music Maker Store - Sign in to store

So thats four main sign in routes all blocked? Is there another way ?

browj2 wrote on 11/14/2022, 1:09 PM

@Johnhhh

Hi,

Very strange. I have version 31.0.1.13 the program tells me that it is up to date.

How did you get version 31.0.2.15?

John CB

John C.B.

VideoPro X(14); Movie Studio 2023 Platinum; MM2023 with MM2022 Premium Edition; see About me for more.

Desktop System - Windows 10 Pro 21H1; MB ROG STRIX B560-A Gaming WiFi; Graphics Card Zotac Gaming NVIDIA GeForce RTX-3060, PS; Power supply EVGA 750W; Intel Core i7-10700K @ 3.80GHz (UHD Graphics 630); RAM 32 GB; OS on Kingston SSD 1TB; secondary WD 2TB; others 1.5TB, 3TB, 500GB, 4TB, 5TB, 6TB, 8TB; three monitors - HP 25" main, LG 4K 27" second, HP 27" third; Casio WK-225 piano keyboard; M-Audio M-Track USB mixer.

Notebook - Microsoft Surface Pro 4, i5-6300U, 8 GB RAM, 256 SSD, W10 Pro 20H2.

YouTube Channel: @JCBrownVideos

Johnhhh wrote on 11/14/2022, 1:16 PM

I have version 31.0.2.15 and its driving me insane. I downloaded it yesterday.

Johnhhh wrote on 11/14/2022, 1:20 PM

Even on the Magix service centre Im trying to create an activation code using my serial number I was given after purchase and it wont budge. Used my physical PC address etc via cmd ipconfig/all.

What would you use for computer ID?

Are all new users having the same problems? shout out please.....I`ve had enough the programs driving me mad.

Thanks for your help. I am going to have to contact the sales team.

SP. wrote on 11/14/2022, 1:59 PM

@Johnhhh Service Center activations with Computer ID isn't available for products with a P3-serial number.