wajy can't I get technical support from MAGIX??????

deskmate wrote on 1/2/2023, 10:00 AM

I made a mistake upgrading my program to 2023 version. I was working on a project on my current program when I downloaded the new version, not knowing it would delete my previous version with no warning.

Now the new version won't even work and I get the sounds of crickets from Customer Support. I've waited 10 days now after submitting twice Ticket nos. removed by Moderator

This is extremely frustrating. I want my my old program and my money back, and they should compensate me for all the hassle they caused. ....

Comments

johnebaker wrote on 1/2/2023, 11:07 AM

@deskmate

Please do not quote ticket numbers or any other information such as order number, serial numbers etc in the forum. This is a public user to user forum not Magix Support.

When you submitted your first ticket you should repy to the confirmation email for follow up of its progress.

However since you submitted the ticket 10 days ago a response is likely to be delayed as the Christmas to Newyear period is holiday season.

. . . . I downloaded the new version, not knowing it would delete my previous version with no warning . . . .

Which version did you have before?

What is/are the issue(s) you are having with the program?

What is your computer specification see this topic for what is required.

John EB
Forum Moderator

deskmate wrote on 1/2/2023, 11:22 AM

I gave all that info to support. Christmas is only one day, if you're gonna close for 10 days, you should announce it. You answered my post within minutes, instead of scolding me, you should email support and ask them to step up.

the conformation emails were blank except for the ticket #'s.

The dialog box for the crash log has a button to email to support yet it doesn't work either.

the only solution I've gotten so far is this, if anyone can understand it......

----------------------------------------------------------------------
MAGIX Movie Studio 2023 Suite 23.12.2022 21:16
----------------------------------------------------------------------
CrashDump 20221223_211612_v22.0.3.167.dmp successfully written

Error in module "Filters.ofx" (Load address: 0x000000004DAF0000) to address 0x000000004DD04AA8 (Exception 0xc0000005 "ACCESS_VIOLATION")

videodeluxe.exe 11.11.2022 11:32 1a838612

Call stack:
Address Frame
000000004DD04AA8 000000004442BAB8 0001:00213AA8 C:\Program Files\Common Files\OFX\Plugins\NewBlueFX\Filters.ofx.bundle\Contents\win64\Filters.ofx
00000000423585B0 000000004442BAC0 0000:00000000
000000004E013A80 000000004442BAC8 0003:00042A80 C:\Program Files\Common Files\OFX\Plugins\NewBlueFX\Filters.ofx.bundle\Contents\win64\Filters.ofx
000000004442BC60 000000004442BAD0 0000:00000000

johnebaker wrote on 1/2/2023, 12:09 PM

@deskmate

. . . . the conformation emails were blank except for the ticket #'s. . . .

I believe that issue has been fixed.

Thank you for the Crash Dump log - I have tidied up and removed all the duplicate an unnecessary data from the crash log.

. . . . Error in module "Filters.ofx" .... C:\Program Files\Common Files\OFX\Plugins\NewBlueFX\Filters.ofx.bundle\Contents\win64\Filters.ofx. . . .

Indicates the issue is with a 3rd party NewBlue Effect plugin that has been used - which effect(s) have been used in the project?

Are the NB Filters package contents activated in the NewBlueFX App Manager, and what version is the App Manager?

John EB

deskmate wrote on 1/2/2023, 1:26 PM

I don't see an app mgr. anymore just 2023 suite and travel maps

In desperation I uninstalled and reinstalled a few times. last time was with revo uninstaller.

Still got the same error each fresh install since beginning. the program never opened, it always gave a crash log dialog box and the only option is to close program.

johnebaker wrote on 1/2/2023, 1:42 PM

@deskmate

The NewBlueFX App Manager should be in the Windows Start menu as shown below - this is Windows 11.

HTH

John EB

emmrecs wrote on 1/2/2023, 1:50 PM

@deskmate

AS @johnebaker says, the error is being caused by the fact that the project you are trying to open is looking for one or more quite specific NewBlue filters.

Your mention of not seeing an app mgr anymore is a little ambiguous. NewBlue has its own dedicated Application Manager; is that what you are referring to? Uninstalling MMS would not, of itself, remove any NB installation but you also say you used Revo Uninstaller last time. If you did not check very carefully everything that Revo listed as being "part" of the MMS 2023 installation and which it would, therefore, remove it is regrettably entirely possible that your NewBlue Application Manager and associated filters etc. have now been uninstalled.

Assuming it is the NewBlue Application Manager that you are referring to the first thing you have to do is reinstall the latest version of it and log in to your NB account. Doing so should then show you all the NB filters, effects etc., which you own and which should then be available to reinstall.

Once that is completed and assuming you still have MMS 2023 installed, try to open your project again.

One other thing to emphasise: as John wrote in his first reply to you, these are user to user forums, so we are not going to announce that we are closed for 10 days. In fact, these forums have been "active" throughout the entire holiday period!

Jeff
Forum Moderator