Support System

jeff-urell wrote on 4/20/2020, 7:24 AM

Is this how this company normally functions. Things don't work. No one responds for 2 - 4 days and when they do it's with a stupid question and then customer has to wait 2 to 4 days again?

jeff-urell wrote on 4/17/2020, 6:23 PM

Hi,

I just purchased music maker 2020 and I have a serial number. I go to the download center and it gets to almost done, then says continue then starts over. Why doesn't this download properly? Is there a trick or something?

Comments

johnebaker wrote on 4/20/2020, 7:40 AM

@jeff-urell

Hi and welcome to the forum.

We need more information about your computer specification - see this topic for details of what is required, please include all details about the computer except serial numbers and personal data.

You may also want to read the Community rules - link at the bottom of the page.

Please note this is a user to user forum provided by Magix for us to help each other with issues, advice, how to's and any other queries about the Magix programs you are using.

Magix support is provided by a ticketing system - there is no telephone support.

John EB
Forum Moderator

jeff-urell wrote on 4/20/2020, 7:45 AM

windows 7 ultimate

sp1

amd a10-5750M APU with Radeon HD graphics 2.5GHz

6 GB RAM

64 bit

Leveno G505-w

johnebaker wrote on 4/20/2020, 7:51 AM

@jeff-urell

Please post all the details - the hard drive configuration, disc size are missing, also include the free space of the drive(s).

John EB

jeff-urell wrote on 4/20/2020, 7:55 AM

single drive - 231 GB hard drive 114 free

jeff-urell wrote on 4/20/2020, 8:06 AM

if you find it helpful - ticket number Ticket#2020041817000177 Fri, Apr 17, 6:32 PM - contains screens shots and such - thanks

johnebaker wrote on 4/20/2020, 8:15 AM

@jeff-urell

Moderators of the forum are not Magix employees and we have no access to tickets raised with support.

You can post the screen shots in a comment using the blue icon with the up arrow to the left of the blue smiley.

Do make sure that there are no email addresses, serial numbers, order numbers and other confidential information is visible.

Additionally what AntiVirus program are you using?

John EB

jeff-urell wrote on 4/20/2020, 8:24 AM

windows defender - thanks

download locations - 2

https://dl03.magix.net/musicmaker.exe it fails to completely download and asks to "continue" over and over but never works

process for both location - starts, asks to continue, download percentages consistently incorrect, downloads nearly complete or overly complete then stops, asks to continue again, starts over - repeats process to infinity as far as I can tell. I tried 5 or 6 times and hit continue dozens of time during these trials / fails

jeff-urell wrote on 4/20/2020, 10:04 AM

What does moved mean?

johnebaker wrote on 4/20/2020, 11:56 AM

@jeff-urell

. . . . windows defender . . . .

Windows Defender has a feature called Control folder access which is known to cause issues with some programs, try turning it off, see here for how.

While downloading are you continuing to work on the computer? If so this does cause issues with downloading software with accidental stopping of the download.

. . . . just purchased music maker 2020 . . . .

There appears to be some confusion with the images above - the first 4 images show you are downloading Samplitude Music Studio - the 3 lower images Music Maker

Which program did you actually purchase?

. . . . What does moved mean? . . . .

Without knowing the context, the general meaning is whatever is being looked for is not where it should be.

John EB

jeff-urell wrote on 4/20/2020, 12:14 PM

Samplitude Music Studio (2020) and it shows in my account https://www.magix.com/us/support/my-service-center/ along with the serial number, but as I said - download is not functioning for me. Control folder access and the link you provided are for windows 10 and newer. This machine has 7 as I said, but i checked it out anyway. By the way I am an MCSE, so I'm pretty good at tech - but i'm sure something could have eluded me, but probably not - but who know - the product is certainly not well supported when tickets are answered 3 days later with a silly response like "I don't have all the info" as opposed to I specifically need this info. Right. Anyway, disappointing service. My ticket folks answer stuff in 5 minutes. Not 3 days with dopey responses that probably lead to further delays. BYW - every question you asked - I added to my ticket the answer. We will see what happens. So far all we have acxhieved is them getting my money. :)

jeff-urell wrote on 4/20/2020, 12:22 PM

Continuing on my theme of buyer beware of magix - they have a number for sales support - North America 9 am to 4 pm EST Mon-Fri Phone: 1-305-722-5810 . There is no voice mail, all operators are busy and it hangs up on you. Seriously, this seems to be a super sketchy deal so far. BUYER BEWARE