Technical support fails to answer support requests

Marcus_Svensor wrote on 7/30/2020, 9:59 AM

In the last few months we have had our first experience of MAGIX sales and support. And from the first moment the experience has not been good. The main issue, hence this post, is the failure to respond to technical support issues. Since upgrading to the latest products we have suffered from the following problems:

a. On zoom (in or out) screen focus point is constantly lost, making error corrections extremely difficault.
b. Play from start button doesn’t play from start
c. empty buses show noise on VUs when not even playing
d. On first startup after reboot some VSTs fail to load. Requires multiple reloads to get all VSTs to load
e. When playing, getting screen artifacts (vertical lines), perhaps conflict with graphics card / driver
f. Track EQ pops and clicks terribly while adjusting settings

I have no idea if these are common issues, but having now waited for 6 weeks for answers to some of them to be addresses is most frustrating. Even SONY responded better than this.

MAGIX seen to believe that the software is used by hobbyists and not by genuine professionals. We have have to keep going back to our old versions on Windows XP to get many things done and projects finished. This company is one of the most terrible we have ever come across.

Comments

sheppo wrote on 8/5/2020, 10:49 AM

a. in options, change the Zoom to mouse pointer option on the general tab

b. can't say I've ever encountered this one, sorry

c. are you adding effects that are adding noise or dithering, e.g. a loudness filter such as iZotope maximise, or Fabfilter Pro-L have these options. Crazy long delays or reverbs can also cause this.

d. a common issue. My guidance there is to keep you VSTs up-to-date, and try not to get Acid to load the wrong architecture plugins. Whilst Acid does support bridging 32bit plugins it's better if you don't make it work harder than it needs to.

e. In all my years of acid use I've never seen this. Do you only see this in AP, or with other applications? You could run the windows comparability troubleshooter?

f: this sounds like you're over-working your CPU and/or audio buffer with effects. What is task manager showing? The solution here for any DAW is to increase the buffer size. Look at tools - preferences - audio device. An ASIO driver like the free ASIO4ALL generally works better if you're hitting playback issues.

Marcus_Svensor wrote on 8/6/2020, 3:11 AM

Thanks for your answer.

a. I will try that and get back to you
b. When you "play all" it plays a split second late, often causing the VU to peek. For me it does it every time.
c. As far as I know not. All my plugins are inbuilt or waves. I'm not sure what is a crazy long delay, but 30 seconds for me is typical.
d. MAGIX say this is a Anti-virus issue although their answer in German was beyond me to resolve. They suggested (I think) making exceptions for all MAGIX programme files. I requested a list of files and folders to exclude but they never responded, not even in German.
e. My graphics card is a Palit CalmX GTX 750 ti running the latest drivers in W10 x64 Pro. Sound Forge Pro 14 has exactly the same problem.
f. My point is that we never have any problems when using older versions of the software. Everything just works. We produce music professionally and have done so since the beginning of Sonic Forge time. Now we have tonnes of problems and no resolutions. My PC should be more than able to deal with this, but it seems that these latest versions of ACID do not manage the available resources at all well.
P8 Z77 v with Intel i5 3330 3rd Gen
16 GB RAM (2 banks)
Palit GTX 750 ti CalmX
M-Audio Delta 1010 lt
Samsung evo SSD + mechanical Hdiscs for data