ComputerID

Georgios-Matth wrote on 1/22/2019, 7:44 PM

I purchased the vegas movie studio 13 platinum. After the installation, it requires me to register. I put the serial key, and then requires authentication. It tries to connect to the server, but says it is unable to do so. (without a specific error code). So it prompts me for the authentication number, which it provides me with the serial key and the machine ID. I went to the MAGIX website, created an account, I added my product with my serial key. Then I am going to "create an activation code" (not authentication as the software requires) and requests a computer ID (not a machine ID). I am putting there the machine ID from the software and it tells me:

Invalid computer ID

The computer ID you entered is incorrect.
Please check your entry.

 

Please help.

Comments

set wrote on 1/23/2019, 12:16 AM

Try contact support

https://support2.magix.com/customer/en/vegas/form

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Georgios-Matth wrote on 1/23/2019, 9:54 AM

I tried making a ticket. I only got a response for taking screenshots to show the problem and nothing beyond that. I tried calling these numbers:

https://support2.magix.com/customer/en/contact

One number asks for blocks, whatever those are and the other one is not even working anymore.

 

This is a very disappointing customer service and product support.

The bottom line is that I paid for the software and I am nowhere near in getting a solution. If someone can assist me, please do so.

vkmast wrote on 1/23/2019, 10:59 AM

I guess you could at least try the support option mentioned in this FAQ point 6.

Is your VMSP 13 the SCS version or the later Magix rebrand and purchased from a reliable source? AFAIK Magix does not sell old versions.

Georgios-Matth wrote on 1/23/2019, 12:08 PM

Hi Vkmast,

it is version 13. I downloaded through amazon and installed and then re-downloaded and re-installed through the MAGIX website. So it is a reliable source. I got an email back telling me to resend the info I already sent them. I am clicking on the FAQ point 6 but there is no online chat.

 

This is really disappointing. I do not mind anything else, besides the lack of product/customer support. I paid for the product. I did not steal it . But yet handling customers that pay for your product this way is really disappointing.

vkmast wrote on 1/23/2019, 12:13 PM

Yes, I got no online chat either today so far. It seems somewhat inconsistent. Maybe keep still trying?

vkmast wrote on 1/23/2019, 12:30 PM

@Georgios-Matth I do get that pop-up now.

Georgios-Matth wrote on 1/23/2019, 12:35 PM

@vkmast I got it too. Let me see what they will say. I will keep you posted. Thank you for your concern and help.

Georgios-Matth wrote on 1/23/2019, 12:54 PM

@vkmast The online help told the customer support of the ticket that is on stand-by. The technician then sent me the activation code which worked.

Thank you vkmast for letting me know about the online option. Still I am disappointed by all these. Their server not connecting, their website not recognizing their own codes, phone numbers that do not work and a service ticket that was not being appropriately addressed until after having a nudge from the online chat that is available for <4h per day. and finally getting the software installed and working one day after purchase.

This does seem right. Anyway. I suppose ends well, all is well.

 

vkmast wrote on 1/23/2019, 1:18 PM

Glad you got your issue sorted out in spite of the deficiencies that you encountered along the way. Thanks also for posting that using online Chat helped.