MAGIX Support??!! Annoying problem with VPX3, but support via email seems to "go nowhere"

emmrecs wrote on 7/21/2011, 11:03 AM

This is a reoccurrence of a problem I first encountered in April this year: specifically, video preview would not work when on the DVD Burn screen. When attempting to preview the actual footage the audio plays but the video remains fixed on the Menu, or displays nothing at all.

I solved the problem in April by completely uninstalling VPX3 (using the ubiquitous Revo Uninstaller); the subsequent reinstall restored full functionality. However the problem has now recurred but a repeat of the uninstall/reinstall cycle has NOT corrected the problem.

I attempted to raise a Support Ticket via the Magix web site but found myself cycling between a page asking me the type of question I wanted to raise and a page asking me which of my registered programs I wanted assistance with! Fortunately my "Customer" area included details of the last time I raised this problem via a support ticket and I have tried to "resurrect" that request via its Ticket Number.

So, what are others' experience of trying to raise a support ticket? And, does anyone have any idea how to resolve my particular problem?

TIA.

Jeff

Comments

Scenestealer wrote on 7/21/2011, 4:55 PM

Hi Jeff

We had a problem a while back with MEP16+(or early 17+) I think it was and the only solution was to turn off Hardware acceleration and use the software overlay display. I think it was fixed in a subsequent patch.

On a similar note I see the blank preview monitor in Timeline mode, after any export, still remains in MEP17+ but a recent patch at least allowed it to be restored by double clicking in the monitor - instead of crashing the program with the old Hardware mixer 3D.dll fault. Probably all related.

terrypin wrote on 7/22/2011, 4:13 AM

Hi Jeff, Peter,

DVD Previewing

I raised this last October in this thread in our old forum:

http://support2.magix.net/boards/magix/index.php?showtopic=54701

In post #18 of that, John reported his discovery that (possibly amongst other factors) it was related to the cache settings. See my detailed notes on settings in post #20 and particularly #21. Which I see includes this over-optimistic conclusion:

"But I'm hoping that the above results of all this time-consuming testing might help the Magix development team to find the cause and fix it so that I don't have to keep switching settings."

I still get the problem in the current version of MEP17, although I haven't methodically rechecked the behaviour recently under each setting.

Bug reporting

I raised this in this thread:

http://www.magix.info/us/various-questions-about-this-site.forum.499076.html

I asked "Also, what is the proper procedure for reporting software bugs and other issues please?" but have not had a satisfactory reply.

That took some finding in this site. It's just so darned difficult finding my previous posts and relevant new ones.

Blank monitor after export

Same here. I've reconciled myself to never seeing that fixed, despite several formal and informal reports. I'll try your d-click method; I just maximise and restore the application.

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Terry, East Grinstead, UK

emmrecs wrote on 7/23/2011, 4:02 AM

Thanks to both Peter and Terry!

I do remember the series of posts Terry refers to but thought it was more to do with the Video Preview in Timeline mode rather than the video preview in the DVD Burn screen.

Anyway, I did finally receive a response from Ralf at MAGIX support, who has clearly seen this topic here since he referred to it in his reply to me! He also suggested changing the cache settings and the Hardware Acceleration, which I did; all the cache settings produced no change and all except the default of "Hardware Acceleration" produced a completely blank screen (the latter "stuck" on the disk menu).

Ralf, following my report that the various suggested changes produced no improvement, has said he will take the problem to a meeting of the program developers next Wednesday. He admits it is very rare but since more than one of us is reporting it (and since exactly the same mvp and video files in VPX2.5 do NOT exhibit this problem, i.e DVD Preview works correctly) he is "hopeful" a solution may be found.

Jeff

terrypin wrote on 8/25/2011, 4:59 AM

Never did get any response from Magix to my chaser about bug reporting!

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Terry, East Grinstead, UK

ralftaro wrote on 8/25/2011, 12:20 PM

Never did get any response from Magix to my chaser about bug reporting!

Terry,

Since you now brought this up repeatedly, I briefly have to comment on this.

Support and bug-reporting, officially and generally, happens through the support website. I'm actually kind of surprised this questions comes up here. I thought that's where people would intuitively look for such a facility. When we introduced the new support website (over half a years ago) and the availability of free e-mail support become (temporarily) more restrictive, we added an additional facility on our support website just for the purpose of bug-reporting. This facility was supposed to enable customers to raise a bug-report, even if they had already run out of free e-mail support time for their registered product. I know that I had talked about that bug-reporting facility with you and I also know that you have successfully used it before (as I personally processed the bug-report you had raised that way). Thus my statement that I'm surprised this question comes up here.

The separate "bug-reporting" option on the support website was removed again just the other day as part of another change in MAGIX' customer service strategy. As free e-mail tech support is now about to become more available again and is going to span the complete life cycle of one release, there's no more real need for this fallback option and customers can always raise a "proper" tech support ticket.

Ok, I hope this is all a little more transparent now and has done away with potential misunderstandings.

As far as Jeff's actual problem at hand is concerned, he's been in touch with support regarding this. Just in case he's reading this anyone else cares: Tricky stuff that we could never reproduce here and that takes quite some investigation. Not really the same as reported before in Terry's links, but probably related. As far as I understand, our developers are on to it now, though.

terrypin wrote on 8/25/2011, 2:30 PM

Thanks Ralf, that's helpful. There has possibly been some misunderstanding which you've cleared up. I didn't expect the support request/bug reporting facility to be in the magix.info site. But I was hoping to find out where it was at present! I had used it in the past, but could no longer locate it.

Finding and using it is over complex IMO. I succeeded earlier today, with these 8 steps:

1. Go to MAGIX technical support http://www.magix.com/gb/support/
2. Log in (even though already logged in at the magix.info site)
3. Click Technical Support link
4. Click Online Technical Support link
5. Log in (again!)
6. Click Support Request link
7. Choose Technical Support option
8. Click Next

You can then start composing the message.

I'm not quite clear on your final point about bug reporting. How exactly would I do that today?

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Terry, East Grinstead, UK

ralftaro wrote on 8/26/2011, 9:30 AM

Terry,

As discussed, the point that was formally called "bug reporting" is no longer in there. No it's back down to the choice between sales and an actual tech support query. If you were to make a pure bug report, it's no different from raising any other kind of tech support ticket. Just go through to the tech support form and put in the details. Here's a brief illustration of the process again, just in case:

I suppose if I operate on the assumption that you go to the support website directly (without the detour via the MAGIX main website) and also assume that you're already logged in, my support procedure doesn't come out quite as long-winded.

I'm afraid putting some work before raising a support ticket, especially making sure to send customers through reviewing the existing FAQs, is a necessary evil. Otherwise MAGIX support would quickly be snowed under with rather mundane enquiries again, stealing the time that is necessary to deal with more relevant issues and proper bug reports. That's just the sad reality of it.

emmrecs wrote on 2/27/2021, 3:32 AM

@Ben-Tremblay

Your post above has been hidden! Did you not notice this thread is nearly TEN years old?

There is no point whatsoever in resurrecting a thread of this age with a post whose sole purpose seems to be to question my description of a reply you made to your original thread as "petulant".

If you wish to follow up with posts to your original thread, please do so but please clearly understand that if your posts become in any way offensive, you risk being permanently blocked from the forums. Please read carefully the Community rules, to be found in the footer of any forum page and to which you agreed when you joined the forum.

This thread will be closed.

Jeff
Forum Moderator