Where is your support? Sound Forge Pro 3 crashing.

richard-gelles wrote on 8/14/2017, 5:08 PM

Hi,

I purchased Sound Forge Pro 3 for MAC (3.0.0.97) recently. I'm using it daily. And it crashes often. Usually every 10-15 or so tracks I process (very simple plugin chainer, saving meta data changes).

And I can't seem to get any support. The links are broken for support pages (https://support2.magix.com/customer/index.php?_ga=2.38905123.1005111324.1502746760-1614647778.1500673688) and no one answers the phone number you have posted. How am I suppose to contact you? Are there known issues you're patching?

Come on Magix! If you're going to take my money then support the product.

OSX Yosemite 10.10.5

3.33 GHz 6-Core Intel Xeon

32G RAM

Comments

browj2 wrote on 8/14/2017, 10:05 PM

Hi,

This is a user forum and no one here works for Magix. Occasionally someone from Magix does jump in and may do so here. Don't forget, support is in Germany and works on German time, and not on weekends. I put in a ticket with Magix today and the link worked fine. Try again.

emmrecs wrote on 8/15/2017, 4:03 AM

@richard-gelles

Hi, welcome to the Magix forums.

As John says, Magix is based in Germany and hence operates in the European time zone. The link you posted leads to a page where it is necessary to log in with your registered details. If you have not previously registered you will need to do so in order to receive a support response.

HTH

Jeff

richard-gelles wrote on 8/15/2017, 5:20 PM

I'd love to know the link you used to put in the ticket. From this link: http://www.magix-audio.com/us/support/ the LOGIN button under ACID and SOUND FORGE is a dead link. I have registered my product and do have a working login. Thanks for the help.

emmrecs wrote on 8/16/2017, 3:34 AM

Hi again.

From this link: http://www.magix-audio.com/us/support/ the LOGIN button under ACID and SOUND FORGE is a dead link

It isn't for me! When I clicked on your link and then attempted to log in it went straight to the page where I am asked to enter my registered log in details so I'm really not sure why it doesn't work for you! Have you tried the direct page, http://support.magix.com?

Jeff

browj2 wrote on 8/16/2017, 8:14 AM

Hi,

@richard-gelles

The link that you indicated goes to the page to select the product for support. I clicked on Acid and Sound Forge and it takes me directly to exactly the same place as MusicMaker, Video Pro X, Movie Edit Pro, etc. And it actually logs me in automatically to support. It is not a dead link. Maybe there is something wrong with your browser or internet connection. Try again.

TLMuse wrote on 9/11/2017, 11:45 PM

@richard-gelles: It might be worth checking if your browser is blocking a script on the page. These days Chrome seems to block useful links as often as not; one can temporarily disable the blocking by clicking on the shield icon in the URL bar. If you have some kind of content blocker extension running, that may also cause this kind of problem.

chris-w18 wrote on 10/3/2017, 8:37 PM

It's time to admit that Sound Forge has been abandoned by Matrix. Can anyone recommend a good (and supported) waveform editor for Mac?

emmrecs wrote on 10/4/2017, 3:21 AM

It's time to admit that Sound Forge has been abandoned by Matrix

Who/what is "Matrix"? Assuming you mean "Magix" I think a careful study of the relevant pages of this forum will prove otherwise.

Jeff

chris-w18 wrote on 10/4/2017, 10:04 AM

Yes Magix. My comment is based on 18 years of professional work with SF. If users think Magix is improving SF, I'd like to hear specifics. When Sony issued SF for Mac, they wisely did a ground-up re-write of SF for PC. They admitted there would be problems, and promised to make improvements. Sony had strong developers, so I expected upgrades would come quickly.

Two simple and frustrating examples: compare SF Mac's dialogue boxes for "volume change" and "insert silence" to 2009's SF for PC. They're slow, unintuitive, and making presets is plain stupid. That's not hard to change, but Magix just cobbled on 3rd-party plugins and called it a $149 upgrade.

Sonic Foundry and Sony made tutorials, issued upgrades (many free) and communicated with users. Magix does none of this. I'd love to be proven wrong, as I've invested in SF for many years.

Maybe audio editing is irrelevant, the bastard child of New Media. I'm not writing to slam Magix, only to ask if there are better editors available. For those who'll say I'm posting in the wrong place, let me know if there's a more appropriate forum.

TLMuse wrote on 10/4/2017, 4:26 PM

@chris-w18: I share your disappointment at the slow pace of development, the misdirected effort (adding 3rd-party plug-ins vs. actual code improvements), and the lack of communication. I took the plunge and invested in the v3 upgrade hoping it might encourage more attention. If I don't see concrete improvements in supporting SFPM, I'll be moving on.

So I, too, would be interested in recommendations. I do think you are probably posting in the wrong place; you'll only get the attention of an occasional SFPM user here, and you probably should be spreading the new more broadly. I suggest asking in the GearSlutz "Music-Computers" forum:

https://www.gearslutz.com/board/music-computers/

You could start a new thread there. Or you might contribute to an existing thread, if relevant. Here's a "product alert" thread reacting to the Magix SFPM 3 release:

https://www.gearslutz.com/board/product-alerts-older-than-2-months/1153880-magix-releases-sound-forge-pro-mac-3-plus-new-versions-entire-sound-forge-line.html

And here's a fairly recent Music-Computers thread on audio editor recommendations:

https://www.gearslutz.com/board/music-computers/1155185-looking-quality-destructive-wave-editor-wont-break-bank.html

If you do post elsewhere, please post a pointer here so we can find it.

chris-w18 wrote on 10/4/2017, 5:46 PM

I started a new thread here, asking for feedback on SFPM 3. Like you, I hope there are concrete improvements.

https://www.magix.info/us/forum/feedback-on-sound-forge-pro-mac-3--1196516/

TLMuse wrote on 10/29/2017, 2:47 PM

Chris-

> Can anyone recommend a good (and supported) waveform editor for Mac?

I'm not necessarily recommending this, but FYI, I was at the AES show a week ago, and a Japanese company was demoing a Mac/Win audio editor that aims to compete with Sound Forge Pro:

Sound It! 8 Pro Audio Editor

http://www.ssw.co.jp/en/products/sit/

From what they told me, the product is very mature; it's been popular in Japan and is up to v8. It has bundled Sonnox plug-ins, does DDP creation and CD burning, and even does DSD recording. They are only now bringing it to the US with v8, and it's 25% off as a product launch discount ($149), until Nov 15. I played with it a little and liked what I saw (in terms of capability; the GUI quality isn't great, but then again, it's nothing special for SFPM either). But the AES exhibit floor is not exactly a good place for evaluating gear or software. I had trouble speaking with the engineers there, who seemed to have a lot of trouble with English. This may not bode well for US support. But hopefully having a competitor will at least encourage Magix to up their game with SFPM.

EDIT: Here's the announcement at KVR:

https://www.kvraudio.com/news/internet-co-releases-sound-it-8-pro---high-resolution-audio-editor-for-windows-38331

Here's a short YouTube overview, linked from the manufacturer (they also have some brief tutorial videos):

And here's a GearSlutz thread that I bumped, looking for user feedback:

https://www.gearslutz.com/board/new-product-alert/1174483-sound-audio-editor.html#post12930638