Any suggestions on how I can get reach out to the Magix support team?

sa007 wrote on 11/10/2025, 5:15 AM

Since April of this year, I've been experiencing a very annoying bug which doesn't allow me to use my graphics card with the software (Vegas Pro 22). The only workable solution Magix provided for me was to not use my graphics card at all (I'm not kidding)

But when I pressed them for a more reasonable solution, they stopped responding to me.

A couple of months back I asked if it was possible to get a refund since their product wasn't fit for purpose and they're not willing to help. They instead had me try out Vegas Pro 23 instead. But when I experienced slight issues with that, their support stopped responding to me on that too.

I'm trying to give Magix every chance before I demand my money back (since their software hasn't been fit for use), but they've stopped responding to me. They won't help me address the bugs (they stopped responding to this). And they don't appear to want to give me my refund (stopped responding to this too).

Any suggestions on what I can do?

Comments

Dexcon wrote on 11/10/2025, 5:21 AM

Please advise the specifications of your computer as well as, especially, the computer's graphics card (GPU).

sa007 wrote on 11/10/2025, 5:46 AM

Please advise the specifications of your computer as well as, especially, the computer's graphics card (GPU).

Thanks Dexcon

Processor - AMD Ryzen 9 7900X 12-Core Processor (4.70 GHz)
Installed RAM - 64.0 GB (63.1 GB usable)
System type - 64-bit operating system, x64-based processor
Graphics card - AMD Radeon RX 7600 XT

In case you were wondering, the bugs have been the following:

1. Videos clips being edited often become scrambled/pixelated
2. Video clips sometimes sometimes jump to another part of the video. For example, say if in a 20 minute video I'm trying to use a segment from 16:22 - 16:32, it would instead randomly pull in scene parts from 17:21.

Number 2 has become less of an issue, but number 1 persists.

My main issue now however isn't just the software itself. It's the support team. I'd prefer to continue communicating with the tickets I've raised because that has an entire history of my problems. But they've stopped responding to me on those entirely.

Dexcon wrote on 11/10/2025, 6:24 AM

Thank you for the computer information.

Another issue could relate to what video media that you are using on the timeline. Could you please upload to the forum a detailed MediaInfo report (a free app) of the media that you are using on the timeline as well as the source of that media.

Hopefully, others on the forum will then be able to provide an opinion.

Also, which build of Vegas Pro 22 are you using?

In the meantime, an option would be to return Vegas Pro 22 back to its default (factory) settings via the process outlined in https://www.vegascreativesoftware.info/us/forum/faq-how-can-i-reset-vegas-pro-to-default-settings--104646/. This can often fix some issues.

RogerS wrote on 11/10/2025, 7:21 AM

The problem is perhaps that while they can document and pass on bugs, there's nothing to advise you beyond workarounds like disabling the GPU until the bug is fixed.