New instal freezing at splash screen

Alan-Workman wrote on 11/11/2024, 3:29 AM

Hi New to forum and Magix in general. Not a good start! Bought and installed latest version of Photostory last night. Wanted to run trial version initially but didn't receive the relevant password. Freezes at splashscreen saying updating program layout. If left for hours splash screen goes away but otherwise remains frozen.

Operating System

                Windows 11 Pro 64-bit

CPU

                Intel Core i7 @ 3.70GHz

                Coffee Lake 14nm Technology

RAM

                16.0GB

Motherboard

                Dell Inc. 0NNNCT (U3E1)

                %1 Chipset

Graphics

                SE2717H/HX (1920x1080@59Hz)

                Intel UHD Graphics 630 (Dell)

                2047MB NVIDIA GeForce GT 1030 (Gigabyte)      28 °C

                SLI Disabled

Storage

                953GB KINGSTON SKC6001024G (SATA-2 (SSD)) 25 °C

                1863GB Crucial CT2000MX500SSD1 (SATA (SSD))

                931GB Western Digital WD My Passport 0730 USB Device (USB (SATA) (SSD))       25 °C

                931GB Samsung M3 Portable USB Device (USB (SATA) (SSD))       24 °C

                931GB Seagate BUP Slim BK SCSI Disk Device (USB (SATA) )           25 °C

                1863GB Seagate Portable SCSI Disk Device (USB (SATA) ) 28 °C

Optical Drives

                PLDS DVD+-RW DU-8A5LH

Audio

                Realtek Audio

Would greatly appreciate any suggestions as need the software running properly this week for an upcoming important project.

Regards Alan

Comments

emmrecs wrote on 11/11/2024, 3:46 AM

@Alan-Workman

Welcome to the Magix users forums!

I'm sorry your first experience with the software was not good at all.

To help us to help you to diagnose the problem can you first give the full name of your CPU please?

Then, can you follow this tutorial and post here what Windows is showing the fault to be caused by. With that additional information we should be able to offer some assistance.

Jeff
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, Samplitude Pro X7 Suite, Reaper, Adobe Audition 3, CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam

Alan-Workman wrote on 11/11/2024, 4:07 AM

Hi Jeff Good to hear from you. This is all the info I can glean re CPU is there anything else required?

   Intel Core i7-8700K CPU @ 3.70GHz
  

Regrds Alan

Alan-Workman wrote on 11/11/2024, 4:19 AM

Hi No fault notification showing in Reliability monitor.

emmrecs wrote on 11/11/2024, 4:50 AM

@Alan-Workman

Thank you for the additional information. I confess I am rather surprised that Reliability Monitor shows nothing!

However, now we need to look into your CPU and Graphics Card drivers, I think. Can you check, by going to the intel and NVidia sites (the latter will enable you to install the GeForce Experience software) and ensure you have the latest drivers installed? Don't depend on Windows Update for checking on this!

This page lists the technical requirements for a computer to run PS2025; I have a feeling yours meets the "minimum" but is rather below the "recommended", especially with that NVidoa card..

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, Samplitude Pro X7 Suite, Reaper, Adobe Audition 3, CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam

Alan-Workman wrote on 11/11/2024, 5:19 AM

CPU and Graphics card drivers now updated as suggested. Task manager displays the Magix program is tying up 20% CPU when displaying the splash screen. It appears this screen eventually disappears after about 30 mins and then I can use the program. The splash screen sits centrally and cannot be hidden or moved, so not a very usable product as yet!

emmrecs wrote on 11/11/2024, 5:57 AM

@Alan-Workman

Thanks for the further update!

I'm glad the updated drivers seem to have allowed you to at least open the program! However, a 30 minute wait is a serious pain!

When you had installed the updated drivers did you do a full computer Restart? (Shut down or sign out>Restart, so not a simple Shut Down.) In essence, this allows your computer to reset all sorts of things and is often found to clear problems similar to yours. If you didn't do the Restart, there's nothing to prevent you doing it now! Just make sure any ongoing work is saved first!!

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, Samplitude Pro X7 Suite, Reaper, Adobe Audition 3, CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam

Alan-Workman wrote on 11/11/2024, 6:13 AM

Now done full shutdown. No difference.

emmrecs wrote on 11/11/2024, 11:26 AM

@Alan-Workman

"Shut down" or "Restart"? They are NOT the same thing! The former saves your computer configuration as it was at that moment and then reloads it when you start again; the latter does not. In effect, it creates a "vanilla" configuration.

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, Samplitude Pro X7 Suite, Reaper, Adobe Audition 3, CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam

Alan-Workman wrote on 11/11/2024, 11:49 AM

Hi Jeff Done both - no change. Took the video card out and plugged into the onboard card -no change. After 30 mins of the updating program layout, it disappears but then back to a completely frozen program. I have gone ahead and opened a ticket if that's OK with you? Cheers Alan

Alan-Workman wrote on 11/11/2024, 1:04 PM

Is it worth me deleting the program and reinstalling? If so, do I need to deregister first? Regards Alan

emmrecs wrote on 11/11/2024, 1:32 PM

@Alan-Workman

I, like all the forum moderators, am not a Magix employee, just a fellow-user, so yes, raising a support ticket is absolutely the right course!

I would not, at this stage, even think about uninstalling and reinstalling. Hopefully, Magix Support will ask you to download and run their SysCheck app and send all the resulting data to them. From that, they can take a detailed look at your system and, in my experience, offer guidance on what the problem(s) may be and how to resolve it/them.

Should you eventually be advised or decide to uninstall then yes, deactivating the program is a good idea BUT this is done via the Help menu with the program open and running! The other route is via your Magix account but is really only vital when/if your account shows two activations in use and you attempt to activate the program again.

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, Samplitude Pro X7 Suite, Reaper, Adobe Audition 3, CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam

johnebaker wrote on 11/11/2024, 2:58 PM

@Alan-Workman

Hi

I have removed superfluous information from your post above regarding the CPU.

. . . . It appears this screen eventually disappears after about 30 mins and then I can use the program. . . .

I have the same CPU in my PC and the start takes no more than 15 seconds to get to the stage where it is usable.

The length of time you are experiencing would suggest that:

  • There is something which is slowing down the VST/Effects scans eg unsupported, a very large number of items, or rogue items in the locations where these are stored.

    And/or
     
  • Your Antivirus program is slowing down the scan, possibly due to on demand scanning.

    Which Antivirus program are you using?

    Or
     
  • There is an issue with the drive the VSTs and Effects are stored on, ie it is deteriorating/failing, the probability of this is low, however it may be wise to download the drive manufacturer's tools to diagnose the drive(s).

John EB
Forum Moderator

Last changed by johnebaker on 11/11/2024, 3:02 PM, changed a total of 2 times.

VPX 16, Movie Studio 2025, and earlier versions 2015 and 2016, Music Maker Premium 2024.

PC - running Windows 11 23H2 Professional on Intel i7-8700K 3.2 GHz, 16GB RAM, RTX 2060 6GB 192-bit GDDR6, 1 x 1Tb Sabrent NVME SSD (OS and programs), 2 x 4TB (Data) internal HDD + 1TB internal SSD (Work disc), + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 23H2 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.

Alan-Workman wrote on 11/11/2024, 5:37 PM

Hi John Thanks for your input. Easy one first I'm using AVG I have two Crucial SSDs have run their software windows and Tune up which show no drive errors As to the VST storage I'm not sure what that means. Regards Alan

johnebaker wrote on 11/12/2024, 6:02 AM

@Alan-Workman

Hi

. . . . AVG . . .

Try disabling this completely, your computer will revert to using Windows/Microsoft Defender, and try Photostory again.

I no longer use AVG/Avast due to issues with them detecting too many false positives and blocking Magix programs.

HTH

John EB

VPX 16, Movie Studio 2025, and earlier versions 2015 and 2016, Music Maker Premium 2024.

PC - running Windows 11 23H2 Professional on Intel i7-8700K 3.2 GHz, 16GB RAM, RTX 2060 6GB 192-bit GDDR6, 1 x 1Tb Sabrent NVME SSD (OS and programs), 2 x 4TB (Data) internal HDD + 1TB internal SSD (Work disc), + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 23H2 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.

Alan-Workman wrote on 11/12/2024, 7:22 AM

Hi John Thanks for suggestion. AVG completely disabled--No difference. Regards Alan

johnebaker wrote on 11/12/2024, 12:22 PM

@Alan-Workman

Hi

Check that there is not a hidden dialog box waiting for a response from you - point / hover the mouse pointer over the program icon in the Taskbar, if you see 2 icons for the program press the Enter key, if nothing happens press the Esc key.

If possible can you grab a screenshot of the second dialog box, you may able to bring the dialog to the front by pressing Alt + Tab to switch to it.

John EB

VPX 16, Movie Studio 2025, and earlier versions 2015 and 2016, Music Maker Premium 2024.

PC - running Windows 11 23H2 Professional on Intel i7-8700K 3.2 GHz, 16GB RAM, RTX 2060 6GB 192-bit GDDR6, 1 x 1Tb Sabrent NVME SSD (OS and programs), 2 x 4TB (Data) internal HDD + 1TB internal SSD (Work disc), + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 23H2 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.

Alan-Workman wrote on 11/12/2024, 4:56 PM

Hi No second dialogue box shown. Only the smiling bearded chap and the child seen displaying updating program layout

johnebaker wrote on 11/13/2024, 11:02 AM

@Alan-Workman

Hi

This issue has me puzzled, try disabling off both AVG, and in Windows /Microsoft Defender the Folder protection feature and start Photostory.

If this still hangs, right click the Photostory shortcut and select Run as administrator.

If neither help than I would suggest you raise a Support ticket - link is at the top of the page, select Photostory, scroll to the bottom of the next page and select Contact support, select work through the following pages always selecting Email support or Contact support.

John EB

VPX 16, Movie Studio 2025, and earlier versions 2015 and 2016, Music Maker Premium 2024.

PC - running Windows 11 23H2 Professional on Intel i7-8700K 3.2 GHz, 16GB RAM, RTX 2060 6GB 192-bit GDDR6, 1 x 1Tb Sabrent NVME SSD (OS and programs), 2 x 4TB (Data) internal HDD + 1TB internal SSD (Work disc), + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 23H2 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.

Alan-Workman wrote on 11/13/2024, 11:31 AM

Hi John No change with AVG and Defender off Nor run as administrator. I infact took out a ticket Monday AM not heard from Magix as yet other than blank confirmation email. Any idea as to how long before i hear from them? I will have to purchase an alternative soon as my project is due early next week. All a bit frustrating.

johnebaker wrote on 11/13/2024, 12:45 PM

@Alan-Workman

Hi

Reply to the email, even though it is blank, indicating that the ticket response email is empty and state that the issue has not been resolved, also give a link to this topic.

John EB

VPX 16, Movie Studio 2025, and earlier versions 2015 and 2016, Music Maker Premium 2024.

PC - running Windows 11 23H2 Professional on Intel i7-8700K 3.2 GHz, 16GB RAM, RTX 2060 6GB 192-bit GDDR6, 1 x 1Tb Sabrent NVME SSD (OS and programs), 2 x 4TB (Data) internal HDD + 1TB internal SSD (Work disc), + 6 ext backup HDDs.

Laptop - Lenovo Legion 5i Phantom - running Windows 11 23H2 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.

Alan-Workman wrote on 11/14/2024, 6:10 AM

Done. I will keep you informed of outcome.