Cannot export at all. Tried updating; keeps asking me to pay.

Joshua-Burner wrote on 3/29/2022, 10:29 PM

Video Pro X is continuously crashing every time I try to export my video, and I have no idea what I am doing incorrectly. It's only a minute long. Sure, it uses some effects and transitions, but that really shouldn't matter. I've tried exporting in several different formats, and as soon as I do, it freezes up and I have to force quit.

I have updated all my drivers.

SPECS: Win 10 Home 1909, 64 Bit system x64 Processor, AMD Ryzen 7 2700X 8-Core Processor 3.59 Ghz, 24 GB Ram NVIDIA GeForce RTX 2080 SUPER, B450 AORUS ELITE motherboard
PROGRAMS: Video Pro X 19.0.1.123 (UDP3)win UG code 8459 KA1

I tried to update to the latest version, as well as paid for the update service, but it keeps asking me to pay more and more, and I am at my wits end. MAGIX products have become increasingly frustrating over the yeas. I've been using MAGIX Products for over a decade now, and it feels like each year they get worse and worse. I am very close to just jumping ship and moving to another product line, especially since they keep adding bizarre interface changes that do nothing but slow down workflow. (Why does Size/Position need to be an added effect? It's so bloody random and it just slows things down.) It's become less and less fun to edit now.

Comments

CubeAce wrote on 3/30/2022, 2:28 AM

@Joshua-Burner

Hi Joshua.

It looks like you haven't updated Windows for a very long time which means your graphics drivers are also most probably more than a few updates behind. This is the most probable cause of the crashes. You need to update everything on your system except your copy of VPX which I'm almost sure is the latest version.

You will get popups with the latest offerings. In this instance it is just probably advising you can get the latest plugin offering with renewing your subscription if you wish to.

Any of these offerings can be ignored. I just tick the 'Do not show me this again' box which will stop the same offering from popping up again until a new one comes along which is normally at the end of each month.

It is important with a program like VPX to keep the operating system and graphics drivers up to date or any subsequent patch or update may cause more problems than it cures.

Ray.

emmrecs wrote on 3/30/2022, 3:35 AM

@Joshua-Burner

I would heartily endorse everything @CubeAce (Ray) has written. If your quoted version of Win 10 is correct, you are at least two years behind! And you do need to check the version numbers of your graphics card drivers. I see from this page that the latest is 411.63 but that, very surprisingly, it seems it has not been updated since September 2018!

The current latest version of VPX is actually 19.0.2.150 so you are at least one build behind.

Also you do need to be aware that your AMD processor does not include an iGPU. VPX can, and does, make quite extensive use of any CPU which includes an integrated GPU.

Jeff
Forum Moderator

Joshua-Burner wrote on 3/30/2022, 11:53 AM

@CubeAce @emmrecs

I just updated my signature as well as any drivers. The same result; can't export.

I go to Help>Update Online and it keeps telling me to repurchase the entire program. I'm so confused.

CubeAce wrote on 3/30/2022, 12:13 PM

@Joshua-Burner

Hi Joshua.

Can you give us some screen shots of the problem popups and maybe how you have set up the program?

Ray.

CubeAce wrote on 3/30/2022, 12:23 PM

@Joshua-Burner

My other question would be how many memory sticks of ram do you have? 24GB is an odd number of GBs if you are using pairs of matching ram sticks.

Ray.

johnebaker wrote on 3/30/2022, 2:37 PM

@Joshua-Burner, @emmrecs, @CubeAce

I agree with @CubeAce and @emmrecs about the Windows version RTX 2080 drivers and VPX 13 are out of date.

These need updating

The current RTX 2080 GRD or SD driver is 512.15 here.

VPX 13 is missing 5 patches - .128, .129, .138, .141 and .150 - these have fixed issues which can result in crashing when exporting.

. . . . 24GB is an odd number of GBs . . . .

Does your computer have 2 x 8GB and 2 x 4GB matched pairs of memory sticks of the same type and clock rate?

John EB
Forum Moderator

Joshua-Burner wrote on 3/30/2022, 2:39 PM

I have 3 sticks of ram

CubeAce wrote on 3/30/2022, 3:11 PM

@Joshua-Burner

Hi Joshua.

The crashes may be being caused by the ram. Ideally ram should be used in matched pares. If one pair has a different rating than the other set then the memory will run but at the specifications of the slowest ram module. Dual channel mode which is much faster than single channel mode as long as the matched pairs share an A and B channel each.

Having an odd ram module in another slot, whether it is an A or B slot, that memory module will only be accessed in single channel mode and may be the cause of the crashing. If that ram module is slower than the other two modules, those two modules will work at the slower speed of the third.

Personally I would be tempted to take out that memory module and see if it stops the crashing. It may also improve overall performance for video editing. First though make sure all of your system software is up to date.

It is also worth ticking 'Use dithering for output' to reduce banding in colour graduated areas of video colour. Such as can often be seen in a clear blue sky.

Ray.

johnebaker wrote on 3/30/2022, 4:35 PM

@Joshua-Burner, @CubeAce

. . . . I have 3 sticks of ram . . . .

Is the computer an older one which has had a motherboard, CPU and GPU upgrade, reusing the original memory sticks and other components?

John EB

Joshua-Burner wrote on 3/30/2022, 5:48 PM

@CubeAce

@johnebaker

1. I made a mistake; I have 4 sticks of ram and they are running in dual-channel mode.

2. I still want to know how I can actually update the software; every time I do it from with the program, it keeps telling me to re-purchase it when I already did 3 months ago.

3. Sometimes even saving the file stops permanently at 98% and it gets corrupted.

browj2 wrote on 3/30/2022, 6:48 PM

@Joshua-Burner

Hi,

You imply that you repurchased the program. Did you upgrade using the same account at Magix? Or did you purchase another copy?

Did Magix give you a new serial number (activation code)? Or did they just extend the old one?

What is indicated in your account at Magix.com for VPX under My Products? When you open it, do you see Update Service until when?

Is the serial number the same as the one you are using for VPX?

Do you see another entry under My Products for Video Pro X with a different serial number and a date that has expired?

John CB

Joshua-Burner wrote on 3/30/2022, 8:23 PM

@browj2 It gave me a brand new serial number... for the same product? This isn't how it had updated before; I'm very confused that I have to reinstall the products if I need to get an online update.

browj2 wrote on 3/30/2022, 9:19 PM

@Joshua-Burner

Please answer the questions above and below.

How did you upgrade?

Did you use the same account? Your email address is your username.

John CB

Joshua-Burner wrote on 3/31/2022, 1:41 AM

Alright, I've finally managed to update the thing to the latest version (19.0.2.150)

It still becomes unresponsive whenever I try to export.

johnebaker wrote on 3/31/2022, 5:01 AM

@Joshua-Burner

Did you update the GPU drivers as well?

If not please do so.

If the crash still occurs after updating the drivers do the following with VPX closed:

Using Windows File Explorer browse to the folder - %appdata%\Magix\Video_Pro_X13 - enter this into the file explorer address bar as shown below, then press Enter

Delete or rename the video_pro_x.log file and in the Crash folder delete the crash.log file - do ensure you delete/rename the correct files.

Keeping the above File Explorer windows open, start VPX and try the export again - note the movie time in the export dialog when the crash occurs.

If the crash occurs go back to File Explorer and open:

the video_pro_x.log file with Notepad or other simple text editor, scroll down to the bottom and locate the latest crash entries and look for any error messages such as - Error in module "module name" . . . . . . . . - and copy them into another text file
the crash.log file and do the same looking for errors such as 'Faulting module', 'An error occurred in ..........' and copy these into the text file.
Start VPX and load the crashing project and take a screenshot of the timeline from about 10 secs before to 10 secs after the 'movie time' at which the crash occurred.

It would help if you make the timeline full screen, click the small square icon, see image below, and zoom in to the section before taking the screenshot - we need to see clearly the top line of every object for effects etc applied.

If there is a privacy issue ie the video contains images which you do not wish to post, I would suggest you blank out or blur the small preview icons

To return the timeline to normal click the small square again.to return to normal mode

Post the error messages and screenshot - please do not post any of the other data from the log files

John EB

Joshua-Burner wrote on 3/31/2022, 1:30 PM

@johnebaker

Deleting those files got it to work! Thank you so much! Could I possibly get an explanation as to why?

johnebaker wrote on 3/31/2022, 3:22 PM

@Joshua-Burner

. . . . Could I possibly get an explanation as to why? . . . .

There are 2 possibilities:

One of the files deleted was the video_pro_x.ini file which contains the startup settings for the program and is known to corrupt, in an initial crash situation. Deleting it is a known fix if many other possibilities fail to fix an issue.
Deleting the log files could suggest that the program did not get the responses it was expecting when trying open or write to the logs resulting an 'unhandled exception', ie an error that it does not know how to deal with and crashes. This should be a very rare occurrence as crash logs must be able to be opened, written to and closed no matter what caused the crash.

HTH

John EB

Joshua-Burner wrote on 4/1/2022, 1:43 AM

@johnebaker It seems to have happened again. I'm concerned that I will have to delete those files every time I open the program. Is there any sort of permanent fix for this?

I'm noticing that the file oddly opens with the export range to be the last few seconds of the movie. When I change the range to the full movie and either try to export it or save, the program freezes. If exporting, it becomes unresponsive and clicking anywhere on the program creates a windows error sound. If saving, it stops right before completion and the save file becomes corrupt.