Photostory Deluxe 2022 Error on Start-up and Shutdown

kurt1955 wrote on 12/13/2021, 9:54 AM

Ever since I upgraded to PS 2022, I get a crash log screen every time I start the software. After I send the crash report, I can use the product just fine. In addition, ever time, I shutdown PS2022, I receive the "a serious error has occurred" message/window. When I close that window, it restarts PS 2022. This loop will occur over and over until I use Task Manager to end Photostory.. And lastly, becasue of the shutdown loop, it has now become impossible to update the software since the auto-restart function, bypasses the new update installation process. It should be noted that I've uninstalled and reinstalled PS2022, but it does not help. I've been a customer since 2020, and no change in computer since 2012. I need Magix tech support help, and this seems to be the only way to notify them. All help is appreciated. Thanks. Photostory Deluxe 2022, version 21.0.1.74.

Comments

emmrecs wrote on 12/13/2021, 1:33 PM

@kurt1955

Welcome to the Magix user to user forums, so not a contact for any Magix staff, sorry.

In your circumstances you need to create a Support ticket. Follow carefully through each page and ensure you select the option to "Contact Technical Support" and, on any page where this is offered, select "Ask Support".

However, I note you say no change in computer since 2012. If this is literally true then it is more than likely that at least some part of your computer hardware and/or software may be inadequate for the demands of the latest version of PS. Have you checked that your computer at least meets the minimum specifications detailed on this page?

Jeff
Forum Moderator

kurt1955 wrote on 12/14/2021, 7:40 PM

I successfully contacted Magix Tech Support and they resolbved my issue.

emmrecs wrote on 12/15/2021, 4:10 AM

@kurt1955

Excellent news and thanks for the feedback!

Jeff

johnebaker wrote on 12/15/2021, 6:41 AM

@kurt1955

What was the solution offerd by Support? It may help others.

John EB
Forum Moderator

kurt1955 wrote on 12/15/2021, 9:58 AM

Reinstalling Photostory Deluxe

For optimal results, follow these steps to reinstall your software:

Click on the following link to download the "Microsoft FixIT tool".

Open Microsoft FixIt and select "Next".

Now click on "Uninstalling"

Select the entry "MAGIX Photostory Deluxe" and click on "Next".

Download Microsoft FixIT tool

If there are several "Photostory Deluxe" or "Photostory Deluxe Update" entries in the list, run the tool again until all Photostory Deluxe entries have disappeared.

If the folders under the following paths still exist, delete them:

C:\ProgramData\MAGIX\Fotostory_2017_Deluxe\

C:\ProgramData\MAGIX\Fotostory_2018_Deluxe\

C:\ProgramData\MAGIX\Fotostory_2019_Deluxe\

C:\ProgramData\MAGIX\Fotostory_2020_Deluxe\

C:\Users\*Your_Username*\AppData\Roaming\MAGIX\Fotostory_2017_Deluxe\

C:\Users\*Your_Username*\AppData\Roaming\MAGIX\Fotostory_2018_Deluxe\

C:\Users\*Your_Username*\AppData\Roaming\MAGIX\Fotostory_2019_Deluxe\

C:\Users\*Your_Username*\AppData\Roaming\MAGIX\Fotostory_2020_Deluxe\

If you do not see the folders listed above, turn on the function "Show hidden files and folders". To do this, open the Control Panel and go to "Folder Options" > "View" and under "Hidden files and folders" find and activate the option "Show hidden files, folders and drives".

Download your software and repeat the installation.

The additional content can be downloaded via "Help -> Free Download".

With kind regards,

Your MAGIX Support Team

johnebaker wrote on 12/15/2021, 12:27 PM

@kurt1955

Thanks for the info - sounds like something affected the initial install.

John EB