Fails to open

John-Forrest wrote on 1/9/2024, 3:57 AM

Movie Studio 2023 Suite. I have had to change my PC. I have deactivated the version on a previous PC which is now clean in any case but I keep getting an error message of ACCESS_VIOLATION. The error messages shown on the Movie Studio don't send and an email sent to MAGIX support has been returned as undeliverable.. How can I contact Technical Support and how can I fix the problem?

Comments

emmrecs wrote on 1/9/2024, 4:16 AM

@John-Forrest

Welcome to the Magix user to user forums.

What is the full wording of the error message you receive? Please quote it or, perhaps even better, show us a screenshot of it! With that information we might be able to offer some ideas to you.

To create a Support Ticket you start at the Support header of any forum page. Choose your software and then on the next page scroll right to the bottom and choose the option Contact Support. Do ensure you then fill in everything requested and your ticket will be created and you should receive an (almost) immediate acknowledgement of it.

HTH

Jeff
Forum Moderator

Last changed by emmrecs on 1/9/2024, 4:17 AM, changed a total of 1 times.

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

John-Forrest wrote on 1/9/2024, 4:26 AM

Still recovering from previous PC but the error message rads -  "Error in "Essentials.olx". Load address 0x0000000042870000 to address 0x0000000042DC4702 (exception 0xc0000005 ACCESS_VIOLATION".

John-Forrest wrote on 1/9/2024, 4:30 AM

I should add that I had Movie Studio 2022 on a laptop but I have uninstalled it. Still nothing

CubeAce wrote on 1/9/2024, 4:48 AM

@John-Forrest

Hi John and welcome to the user to user forums.

If the Error message read "Error in "Essentials.ofx". instead of what you typed as "Error in "Essentials.olx".

Then if could be hardware related as the third party effects NewBlueFX Essentials has a different set of computer specs to the main program.

The hardware requirements for NewBlue Essentials are

Windows 10.

A recent Nvidia or AMD GPU that supports OpenGL 2.1 or later.

1 GB VRAM is required.

4 GB VRAM is recommended when working with HD content.

Supports 64-bit video editing applications only.

The related solution may be in this Magix Support article.

While it refers to Elements rather than Essentials the warning is generated by the same set of programs.

Ray.

 

Last changed by CubeAce on 1/9/2024, 4:50 AM, changed a total of 1 times.

 

Windows 10 Enterprise. Version 22H2 OS build 19045.5011

Direct X 12.1 latest hardware updates for Western Digital hard drives.

Asus ROG STRIX Z390-F Gaming motherboard Rev 1.xx with Supreme FX inboard audio using the S1220A code. Driver No 6.0.8960.1 Bios version 1401

Intel i9900K Coffee Lake 3.6 to 5.1GHz CPU with Intel UHD 630 Graphics .Driver version Graphics Driver 31.0.101.2130 for 7th-10th Gen Intel® with 64GB of 3200MHz Corsair DDR4 ram.

1000 watt EVGA modular power supply.

1 x 250GB Evo 970 NVMe: drive for C: drive backup 1 x 1TB Sabrent NVMe drive for Operating System / Programs only. 1X WD BLACK 1TB internal SATA 7,200rpm hard drives.1 for internal projects, 1 for Library clips/sounds/music/stills./backup of working projects. 1x500GB SSD current project only drive, 2x WD RED 2TB drives for latest footage storage. Total 21TB of 8 external WD drives for backup.

ASUS NVIDIA GeForce RTX 3060 12GB. nVidia Studio driver version 560.81 - 3584xCUDA cores Direct X 12.1. Memory interface 192bit Memory bandwidth 360.05GB/s 12GB of dedicated GDDR6 video memory, shared system memory 16307MB PCi Express x8 Gen3. Two Samsung 27" LED SA350 monitors with 5000000:1 contrast ratios at 60Hz.

Running MMS 2024 Suite v 23.0.1.182 (UDP3) and VPX 14 - v20.0.3.180 (UDP3)

M Audio Axiom AIR Mini MIDI keyboard Ver 5.10.0.3507

VXP 14, MMS 2024 Suite, Vegas Studio 16, Vegas Pro 18, Cubase 4. CS6, NX Studio, Mixcraft 9 Recording Studio. Mixcraft Pro 10 Studio.

Audio System 5 x matched bi-wired 150 watt Tannoy Reveal speakers plus one Tannoy 15" 250 watt sub with 5.1 class A amplifier. Tuned to room with Tannoy audio application.

Ram Acoustic Studio speakers amplified by NAD amplifier.

Rogers LS7 speakers run from Cambridge Audio P50 amplifier

Schrodinger's Backup. "The condition of any backup is unknown until a restore is attempted."

John-Forrest wrote on 1/9/2024, 5:17 AM

Could be "l". The new PC is Windows 11. Would this make a difference (although movie studio 2022 loaded on a windows 11 laptop) ? Could be one for a reinstall

@emmrecs

emmrecs wrote on 1/9/2024, 5:33 AM

@John-Forrest

Thanks for the various updates to your first post.

First, I believe that @CubeAce (Ray) is right; the message would have referenced "Essentials.ofx" so neither l (lower case L) nor I (upper case I).

However, I'm pretty certain that the problem item is an add-on to MS2023 and not a part of the core program. So, were you able to successfully install the core program? Did it run?

Mention of a reinstall: are you asking about MS2023 or simply NB Essentials? I think you should consider an uninstall and reinstall of MS2023 only as a last resort. If you do decide to do this please post back first and we will offer some guidance on how to completely uninstall the app; if you don't do this there is every chance the problem will still be there!

However, if you are asking about uninstalling NB Essentials, this should be more straightforward since it will be listed in the Win 11 equivalent of Programs and Features (I'm on Win 10 so not sure that is still the correct title). Once uninstalled, first restart your computer and check whether MS2023 can now open and run. If it can, you might wish to consider not reinstalling this add-on!

HTH

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

CubeAce wrote on 1/9/2024, 5:38 AM

@John-Forrest

Hi.

The program should work on Win 11.

Did you create an account with NewBlue to register the program?

It may need reactivating from that account first before you can use it. Not having it activated could cause the warning message you are seeing.

Also if you don't have a dedicated graphics card then the option to use your CPU instead is in the boxes I've outlined.

I know if the program is not working you can't use that method but if you have the program on a second computer that is working maybe you could set it up from there or at least temporarily deactivate to be able load Movie Studio 2023 Suite without generating that warning. Short of that try logging into your NewBlue account and changing your activation details before launching MMS.

Ray.

 

Last changed by CubeAce on 1/9/2024, 5:43 AM, changed a total of 1 times.

 

Windows 10 Enterprise. Version 22H2 OS build 19045.5011

Direct X 12.1 latest hardware updates for Western Digital hard drives.

Asus ROG STRIX Z390-F Gaming motherboard Rev 1.xx with Supreme FX inboard audio using the S1220A code. Driver No 6.0.8960.1 Bios version 1401

Intel i9900K Coffee Lake 3.6 to 5.1GHz CPU with Intel UHD 630 Graphics .Driver version Graphics Driver 31.0.101.2130 for 7th-10th Gen Intel® with 64GB of 3200MHz Corsair DDR4 ram.

1000 watt EVGA modular power supply.

1 x 250GB Evo 970 NVMe: drive for C: drive backup 1 x 1TB Sabrent NVMe drive for Operating System / Programs only. 1X WD BLACK 1TB internal SATA 7,200rpm hard drives.1 for internal projects, 1 for Library clips/sounds/music/stills./backup of working projects. 1x500GB SSD current project only drive, 2x WD RED 2TB drives for latest footage storage. Total 21TB of 8 external WD drives for backup.

ASUS NVIDIA GeForce RTX 3060 12GB. nVidia Studio driver version 560.81 - 3584xCUDA cores Direct X 12.1. Memory interface 192bit Memory bandwidth 360.05GB/s 12GB of dedicated GDDR6 video memory, shared system memory 16307MB PCi Express x8 Gen3. Two Samsung 27" LED SA350 monitors with 5000000:1 contrast ratios at 60Hz.

Running MMS 2024 Suite v 23.0.1.182 (UDP3) and VPX 14 - v20.0.3.180 (UDP3)

M Audio Axiom AIR Mini MIDI keyboard Ver 5.10.0.3507

VXP 14, MMS 2024 Suite, Vegas Studio 16, Vegas Pro 18, Cubase 4. CS6, NX Studio, Mixcraft 9 Recording Studio. Mixcraft Pro 10 Studio.

Audio System 5 x matched bi-wired 150 watt Tannoy Reveal speakers plus one Tannoy 15" 250 watt sub with 5.1 class A amplifier. Tuned to room with Tannoy audio application.

Ram Acoustic Studio speakers amplified by NAD amplifier.

Rogers LS7 speakers run from Cambridge Audio P50 amplifier

Schrodinger's Backup. "The condition of any backup is unknown until a restore is attempted."

John-Forrest wrote on 1/9/2024, 7:45 AM

I upgraded to Movie Studio 2023 in 2022 and used the download link from the email from Magix to install it now. (This has worked before). When I input the serial number I was warned that I was already logged in to another PC. I deactivated that but still I cannot load MS 2023 and the error messages that appear on screen are not sent to MAGIX. I have not downloaded anything New Blue.

CubeAce wrote on 1/9/2024, 8:36 AM

@John-Forrest

Hi.

If the file is not OFX and you have not downloaded New Blue TotalFX or similar which was a third party giveaway a few times then the only information I can find on an Essentials.olx file is for online shopping.

If it has anything to do with the Magix online shop section of the program I have no idea how to handle that. I have never seen that particular problem brought up on the forums before.

You should probably log into your Magix account at the main Magix website and use the Contact Support option to contact Magix directly.

The only other email I'm aware of that may be functioning is infoservice@magix.net.

Ray.

 

Last changed by CubeAce on 1/9/2024, 8:42 AM, changed a total of 1 times.

 

Windows 10 Enterprise. Version 22H2 OS build 19045.5011

Direct X 12.1 latest hardware updates for Western Digital hard drives.

Asus ROG STRIX Z390-F Gaming motherboard Rev 1.xx with Supreme FX inboard audio using the S1220A code. Driver No 6.0.8960.1 Bios version 1401

Intel i9900K Coffee Lake 3.6 to 5.1GHz CPU with Intel UHD 630 Graphics .Driver version Graphics Driver 31.0.101.2130 for 7th-10th Gen Intel® with 64GB of 3200MHz Corsair DDR4 ram.

1000 watt EVGA modular power supply.

1 x 250GB Evo 970 NVMe: drive for C: drive backup 1 x 1TB Sabrent NVMe drive for Operating System / Programs only. 1X WD BLACK 1TB internal SATA 7,200rpm hard drives.1 for internal projects, 1 for Library clips/sounds/music/stills./backup of working projects. 1x500GB SSD current project only drive, 2x WD RED 2TB drives for latest footage storage. Total 21TB of 8 external WD drives for backup.

ASUS NVIDIA GeForce RTX 3060 12GB. nVidia Studio driver version 560.81 - 3584xCUDA cores Direct X 12.1. Memory interface 192bit Memory bandwidth 360.05GB/s 12GB of dedicated GDDR6 video memory, shared system memory 16307MB PCi Express x8 Gen3. Two Samsung 27" LED SA350 monitors with 5000000:1 contrast ratios at 60Hz.

Running MMS 2024 Suite v 23.0.1.182 (UDP3) and VPX 14 - v20.0.3.180 (UDP3)

M Audio Axiom AIR Mini MIDI keyboard Ver 5.10.0.3507

VXP 14, MMS 2024 Suite, Vegas Studio 16, Vegas Pro 18, Cubase 4. CS6, NX Studio, Mixcraft 9 Recording Studio. Mixcraft Pro 10 Studio.

Audio System 5 x matched bi-wired 150 watt Tannoy Reveal speakers plus one Tannoy 15" 250 watt sub with 5.1 class A amplifier. Tuned to room with Tannoy audio application.

Ram Acoustic Studio speakers amplified by NAD amplifier.

Rogers LS7 speakers run from Cambridge Audio P50 amplifier

Schrodinger's Backup. "The condition of any backup is unknown until a restore is attempted."

John-Forrest wrote on 1/9/2024, 9:27 AM

Thank you