Tried to run sfc/scannow and it seemed to have found a corrupted Kernelbase.dll file and fixed it, but when I went back into Magix to encode that movie, it gave me the same error again. The error reads:

"Error in module "KERNELBASE.dll" (Load address: 0x00007FFB82DD0000) to address 0x00007FFB82E03C58 (Exception 0xe06d7363"")

Hi

Kernelbase.dll errors can be a sign that your user profile on the PC is corrupt - see here.

HTH

John EB

I tried that and it didn't work. Profiles are just fine, and the new software still refuses to work.

Magix tech support says try their Syscheck.exe program to give them more details about the computer I'm using (...as if I didn't give them enough information about it already, except for what type of coffee my computer takes in the morning.) x.x

Their alleged "Syscheck.exe" file they linked me to was loaded with trojan viruses that Windows Defender picked up and sent up not one, but two...count them, two...red flags and was noted as a "severe threat". I would expect that type of behavior from Avast since they treat every unsigned .exe file known to man as false positives, but Windows Defender? The most default virus protection that comes with Windows 10? When Windows Defender comes out of its shell to warn about a .exe file...twice even...you know it has to be bad.

Anyway, that having been said, I didn't proceed with the support ticket any further. I've had to deal with their tech support before, and they did nothing...absolutely nothing...to acknowledge my problem or offer to fix it when I had an issue with their "clean up wizard" depleting a lot of important video files from my computer along with the junk files that piled up, and I'm quoting their "technical support advice" to you now when I went to them for help and the only thing they said to me was, "That's not supposed to happen." and I'm there like "yeah, no kidding it's not supposed to happen! I lost a lot of important video files, and now my projects are uneditable from here on out and all you can say is 'that's not supposed to happen?' and you're not going to even acknowledge that there's a problem that needs to be fixed? You're just going to say 'that's not supposed to happen' and call that 'tech support?'" Anyway, long story short, I don't like using Magix tech support. They don't seem to know what the hell they're doing anyhow and I could probably do a much better job at coding their software while standing on my head shooting airsoft pellets out of my nose while humming the National Anthem backwards. In regards to having to use them again, I had a feeling going through them was going to be a waste of time, but I still had that little bit of hope that someone knows about the bugs and will listen to me for once and look into the errors it's causing, rather than dancing around the diagnoses I discovered and blaming things on everything else like they're prone to doing. The new version is BUGGY! I've diagnosed every other problem and solution myself, and used every other possibility I could think of, and it came down to two options: 1) reinstall Magix 2016 and use that version, or 2) reinstall Windows if there was a system malfunction. Since the latter didn't produce any issues with any of my other software (other than trying to work with the new updated revision of Magix, and mind you, everything else on my computer works perfectly...and so did Magix until it updated to the new revision) reinstalling Windows 10 from scratch would have been pointless and would have given me the same issues if I were to reinstall up to the new Magix revision again. That leaves the only other solution, which was to fall back to the previous version of Magix. As I've experienced before, new versions of their software is always released with a lot of bugs in the works that they refuse to listen to people who have more than one brain cell in their head to know how computers and software works, and know a thing or two about diagnosing and troubleshooting problems, and until they stumble upon the bugs themselves, the software will continue to become too buggy to use until they take it upon themselves to fix the issues to where their software becomes usable again.

So after preventing subjecting myself to the ignorant tech support team of "Magix's Finest" (insert sarcastic tone here), I wound up uninstalling the new updated version, using CCleaner to repair the registry, and reinstalled Magix back to the original version. Immediately after I got the 2016 version installed again, I opened the same movie I tried encoding before, and it went through without a problem like it's supposed to...and everyone wants to blame my system? Try looking at the new software instead! Whether you want to believe it or not, Magix's software ALWAYS has bugs in the early releases. Nobody beta tests anything over there, they're too busy rushing out the new products before they've even been tested, and this has been a huge turn-off for many Magix users. I've been trying to keep my loyalty to Magix for years and years, just trying to grin and bear it, and I can easily see why so many other Magix users gave them the finger as they left Magix and all their software to support other companies and developers instead, but because Magix is the only software that has the type of user interface I have grown so very accustomed to, I opted to stay and support Magix year after year, in hopes that they would improve on the way they did things by learning from past mistakes. Needless to say, Magix never ceases to try my patience time and time again, too.

So based on past experience, I've basically come to the conclusion that Magix's newest and latest updates always always ALWAYS has serious bugs that they're too busy blaming the user or their computer rather than the possibility of there being a bug in the works, which usually ends up being the case. Every time Magix came out with something new, it's always swarming with bugs until a few updates later when they finally fix whatever is wrong. In the meantime, I'm sitting there waiting and waiting for them to fix it so I can go back to work again. This time, however, rather than dealing with a program that sporadically worked despite the bugs in the new revision, this time the software is unusable, and it's of no use to me if I can't encode my video after working for hours on editing the timeline, and I'm still having to come away empty-handed without a finished edit of my videos until Magix gets their heads out of their rumpus rooms and figure out how to fix these issues, rather than spend all their time in denial when someone with brains and experience comes along and TELLS THEM what and where the issue is, rather than their thinking that I don't know what the hell I'm doing or talking about, and treating me as if I'm some inexperienced computer user that can't even figure out how to turn on a computer, let alone diagnose and troubleshoot every possibility known to man before going to them with my discoveries about their faulty freaking software.

My apologies if this came off as "offensive" to anyone who worships the ground that Magix lays down, but after you've dealt with the same issues as I have and having to grit your teeth and move on because you've paid for the software and its services and it's the only thing you feel comfortable with using, you'd be a bit on the annoyed side, too.

Hi.

I don't want to stir up any debate on your views - save to say you are the only user who has reported this particular problem - but I will stress that Magix' Syscheck does delve deeply into the workings of your computer, examining every aspect of its operation, software, hardware etc., but it is most avowedly not a virus/trojan/worm. I suspect Windows Defender gets rather upset because of the depth to which the app delves, but I have run it successfully on several occasions when I have had problems with various versions of Magix video editing programs, always without detriment to whichever computer it was used and often, after uploading the results to Magix, leading to a solution of the problem.

I think we all understand your frustration, even if we, as fellow users, are unable to offer any advice on how to remove the problem without fail. You've asked for Magix' help, as previously advised, but seem unwilling to follow their diagnostic path in order to try and resolve your problem.

Jeff

I finished a video movie, and its on youtube, but i notice spelling errors. How do I go back and fix the spelling errors and resave as new?

@pat-m98

Your post has nothing to do with the subject of this thread. I suggest you create a new thread with your question.

Thank you.

Jeff
Forum Moderator

I have the same problem as Sonicblue, this time with an update of Photostory . The 2018 edition worked fine. I downloaded the 2019 update. It did work for a time then suddenly it crashed with a kernelbase error. It asks me to save a corrupt project under a new name, but the project list is empty. Then the programme shuts down. I've just sent a ticket, so I'm waiting for an answer. I have several Magix programmes such as AudioCleaning Lab, Movie Studio and Video de luxe (new version) everything works fine. Indeed, when I reinstalled the former version i worked, and after trying the update again it crashed. So, definitely a bug!!

@chevallier.marc1

Welcome to the Magix forums.

Have you tried the various possible solutions suggested in this thread? With what results?

Jeff
Forum Moderator

I'm currently running the magix syscheck. But as I said all my other Magix software works fine, including the previous Photostory (2018) .

My problem was solved (though not explained) following the support team instructions ie removal of Photostory 2019, then manual removal of the following files. (this requires showing hidden system files)

C:\ProgramData\MAGIX\Fotostory_2018_Deluxe
C:\ProgramData\MAGIX\Fotostory_2019_Deluxe

C:\Users(utilisateurs)\Marco\AppData\Roaming\MAGIX\Fotostory_2018_Deluxe
C:\Users(utilisateurs)\Marco\AppData\Roaming\MAGIX\Fotostory_2019_Deluxe

So it worked for me, but I think the end user shouldn't have to do that. Deinstallation of the software should remove everything automatically, especially if it is known that problems can arise from left over files.

Hope this can help !

@chevallier.marc1

Thanks for this update and additional information on how you were able to resolve the problem.

Happy Photostorying!!

Jeff
Forum Moderator

@chevallier.marc1

Hi

. . . . . I think the end user shouldn't have to do that. Deinstallation of the software should remove everything automatically, . . . .

It would if it knew about them - the files you removed manually are created when the program is first run, or install the extras - the uninstaller therefore knows nothing about them and cannot remove them.

Did you have to do a Windows system check - see this tutorial steps 3 - 11 if so did it find anything?

John EB