Purchased the latest upgrade Yesterday

alan-johnVogel wrote on 4/12/2021, 10:54 AM

Prior to this before upgrading my existing system crashed and the I sent the crash report. I restated the application and same thing.

After purchasing I received the confirmation email and receipt and went through the process on the screen that came up after clicking the app and the usual Photostory Deluxe layout came up. Then a subscreen to upgrade to the 2021 version came up.to update and it went thru the process of downloading and then I selected 'install'.

It took a long long time saying please wait installing and then eventually disappeared. I never got any confirmation. The program has not updated.

I have tried numerous times

Renew Update Service – 1 year
Photostory Deluxe

My order number email said this---

The Update Service for your product with serial number
P3-xxxxx-xxxxx-etc has been extended
until 09/04/2022.

My product is MAGIX Photostory deluxe 64 bit

Help !!

Comments

emmrecs wrote on 4/12/2021, 11:19 AM

@alan-johnVogel

Welcome to the Magix user to user forums.

I'm a little confused by your post, sorry!

You seem to have just bought the latest upgrade to PS Deluxe but are now being asked to upgrade to the 2021 version. Is that correct?

Can you tell us, assuming you can open the app (which I think you can): what is the version number (found under Help>About)? The latest version is 20.0.1.62.

Jeff
Forum Moderator

alan-johnVogel wrote on 4/13/2021, 6:03 AM

-----------------------------------------------------------

Renew Update Service – 1 year
Photostory Deluxe

The Update Service for your product with serial number
P3- xxx etc has been extended
until 09/04/2022.
-----------------------------------------------------------

Renew Update Service – 1 year
Photostory Deluxe
(RESMID017996VERL)

Thank you Jeff. Have paid £31.49 for what?

I have followed your instructions, It says Version number 20.0.1.46

but crashed again previously keeps coming up.

Can I send you some screen shots sending some screenshots?

I was able to download the 2 free progs from the links in the email sent after order placed confirmation.

All there was for the update was this from that email

-----------------------------------------------------------
Renew Update Service – 1 year
Photostory Deluxe

The Update Service for your product with serial number
P3-xxxxx-xxxx etc

has been extended until 09/04/2022.
-----------------------------------------------------------
Renew Update Service – 1 year
Photostory Deluxe
(RESMID017996VERL)
1x £31.49

MAGIX PanoramaStudio 3.4
powered by TSHSoft.com
(RESMID017783)
1x £0.00

NewBlue Stylizers 5 Imagine
Transform your footage into a moving piece of art.
(RESMID019727)

1x £0.00
-----------------------------------------------------------
Subtotal: £31.49
Shipping: £0.00
-----------------------------------------------------------
Total: £31.49

I hope. That's enough info Jeff

regards

Alan

emmrecs wrote on 4/13/2021, 6:18 AM

@alan-johnVogel

Thank you for the additional information.

It is clear that you have paid for the Update Service and should, therefore, be able to update to the latest version.

When the update fails do you see any error message? If so, can you tell us its exact wording?

A (rather) common problem experienced by other users is that their Antivirus and/or Firewall for some reason blocks the installation, not least because Magix programs often need to access folders which can be affected by viruses or ransomware. So, as a first attempt to resolve your problem, can you deactivate either or both of your AV and Firewall programs, or at least ensure that they allow the Update Installer to contact the Magix servers and to receive the necessary installation files? If the update now succeeds, don't forget to reactivate your AV and Firewall if you have temporarily deactivated them.

If those changes make no difference then we really do need a lot more details about your computer, its hardware and operating system. This post will show you what you need to tell us.

HTH

Jeff

alan-johnVogel wrote on 4/13/2021, 7:30 AM

ok will try that later when I get time thank you

out of interest I just went thru the procedure again and got these two shots

on my phone

when the downloaded completed it never came up with the Install screen like before, then Just dissapeared

alan-johnVogel wrote on 4/16/2021, 1:28 PM

Thank you Jeff, yes got it up and running after deactivating my Antivirus as you suggested.

Glad to know I wasn't the only one to have had these problems.

Cheers from Alan

emmrecs wrote on 4/16/2021, 1:37 PM

@alan-johnVogel

Excellent news! Thanks for the feedback and happy Photostorying!

Jeff