Thank you Eric for posting a reply.

The reason why I made the comment about "given the run around", was based directly on all the replies that a new Vegas Movie Studio 13 Suite customer was given by a representative at Magix Support. When I read the replies, they seemed to offer no actual real world help and just added to the confusion. I had also received similar messages from people on my YouTube channel about the same problem, and they were also exasperated by no solutions being offered at that time and a lack of understanding by the rep. I wasn't there - I can only go on what people have reported to myself.

You can read the message that I received for yourself here:
https://www.moviestudiozen.com/forum/movie-studio-platinum/1210-missing-newbluefx-3d-titler#5597

I will direct any other people who experienced this problem to this post and they can talk to you here instead of myself.

@MAGIX_Eric D

Thank you for your reply to this thread as this is the ONLY response I have received from anyone at Magix regarding this issue.  I submitted a technical support ticket a week ago and this is the first I have heard of a resolution to this.

I am confused though in regards to this "voucher" you are referring to.  When I purchased the software through Magix as a digital download, there was no mention as to receiving a voucher to get the third party plugins and I presume that this is the problem. 

Could you kindly explain the voucher and how we are supposed to receive the voucher and how we redeem it so that we can get the third party plugins that are supposed to come with everyone's purchase.

Thank you in advance.

When we learned about this issue we found out it is only the voucher redemption that was lacking the two plug in installers.  For customers who purchased through our web store, the installer in your "MyAccount" installs the correct products.  To download the software, log onto your MAGIX.com account. Then, click MyProduct and click the Installation program link. Since the web store order is tethered to your account information you provided when you ordered, you will receive the correct installer in your MyAccount. 

Ok, I will check this again this afternoon when I get home, but I was just in "my account" last night and I did not see any installer or voucher or activation codes for these 2 plugins.  

Furthermore, I reinstalled the Movie Studio Suite last night using the installer links that are in "my account" and it does NOT automatically install NewBlue 3D titler OR Boris, so this is STILL an issue.  My father who is still having the same issue as I am, could not locate any installers or vouchers or activation codes for these 2 plugins either.

Unless something has changed since I tried last night, I am still having an issue with this.  Like I said, I will try this again when I get home this afternoon, but if I'm still having pronlems, I will post screen shots of what exactly I have in "my account" and we will just have to go from there.

Hi Eric,

I've just checked 'My Products' again and nothing has changed, jpeg attached.

The only installer links are for the core programs, as Holentheday says above, re-install achieves nothing new.

Could you please tell me where the download links for Borisfx units and NewBluefx are located?

Can you please tell me where I can find the serial numbers?

Thanks

Pete Thorington

Eric,

Just like Pete, I have checked "My Products" page and there is no installer for NewBlue or for Boris.  My father, who purchased the same software Suite, has checked his as well, and nothing.  I just now reinstalled Movie Studio 13 Platinum directly using the link from "My Products" page, but it has not automatically installed NewBlue or Boris and I have NO other installer links OR activation/serial numbers except for the other core programs.  I have attached a .jpg of what "My Products" page looks like as well.

I looked everywhere inside the Movie Studio 13 Platinum Program Folders and even the hidden Program Data folders to see if maybe the installer was somewhere in there, but it's not.  Even a complete search of all files and folders of my computer has revealed nothing to the effect of NewBlue or Boris.

You say that Magix has resolved this issue, but it appears that it may have only been resolved for customers who purchase this software Suite in the future (i.e. getting ALL of the correct download links and activation serial numbers in the initial email after purchase).  Those of us who have already purchased this software Suite and have already been issued download links and activation serial numbers, are still having no luck finding the installer or activation serial numbers for the 2 plugins in our "My Products" page.

Thank you for your assistance so far with this issue and I look forward to getting more information from you about how to get our download links and serial numbers.

Wow I'm glad I ran into this post; I was about to pull the trigger on MS Suite...

Yeah, I would hold off on it right now.  If you can still find a Sony branded boxed version like on Amazon or something, I would get that.  That should still have everything included.  I would do the same thing but I already sunk all of my money into Magix's digital download version that came with quite a bit less than Sony's version (unbeknownst to me).  And the stuff that we are supposed to get (i.e. NewBlue 3D titler and BorisFX Units) from the Magix branded version are not included with the digital download.  So there are a number of us still trying to get those 2 plugins that were supposed to come with the Suite.

Im still waiting to hear back from Eric in this forum in regards to my last message.  I just contacted Magix customer service, again, yesterday, because it has been over a week since I submitted my technical support ticket and I haven't heard a thing back yet.

So I would save yourself a lot of trouble and hassle and wait until Magix can get this completely resolved.

Hi Eric D,

Thank you again for your assistance with trying to figure out this issue.

Pete and I have both replied to your last message about checking out 'My Products' page in our Magix account, and we still don't see any installation links or activation codes for NewBlue or Boris and those 2 plugins do not automatically install with the MovieStudio installer.

I also still have not heard anything from technical support after a week and a half.  Do you have any more or new information about this issue?

Thank you again in advance!

Our colleagues are still looking into getting the installers to those folks who already ordered and did not receive the two third party apps.  I am not seeing tickets in the system where people are writing in regarding this issue, so for those of you with tickets already in the system, please respond back with the ticket number so I can check into that for you.  Thanks. 

My ticket number is 2016111017006921.

My father is also having this same issue, but he has not opened a ticket yet because he wanted to see what was going to happen before contacting tech support.

Thank you!

Brandon

@Holentheday - That ticket is for a completely different issue.  With your order number we were able to locate your Sound Forge serial and re-send the confirmation email which contains the serials and installer links. 

@MAGIX_Eric D

I was not having any problems with Sound Forge.  I received the installer and activation codes for all 4 core programs when I purchased the Suite. What I have NOT received are the download links and activation codes for NewBlue 3D titler and BorisFX plugins that are supposed to be used in Movie Studio.  This is what the problem has been the whole time and that is what that ticket is referencing.

I need the download links and activation serial numbers for NewBlue 3D titler and video effects AND Boris FX Units.

I don't know how the Sound Forge issue got introduced into this conversation.

Thank You

@Holentheday - The ticket number AND the order number you provided are for a Samplitude + Sound Forge order. 

Edit:  I was able to find the actual ticket using the email address. 

That's weird because I never purchased Samplitude and Sound Forge, and the ticket number for my issue that was emailed to me is by customer service is: 2016111017006921

Unfortunately I am at work and I don't have the order number.

I have provided detailed information earlier in this thread about what is going on.

And I never have you an order number, only my ticket number.  So I think my path may have gotten crossed with someone else.

We just tested the installers for New Blue FX Titler EX and BCC units and neither add on requires a serial for activation.  Both do prompt for activation, but do not require entering a serial.  If anyone needs the installer links, please create a support ticket and provide your order number.  Thanks.

Eric,

Thank you so much for your help on this issue!  It is greatly appreciated!

I will download the links and try them out when I get home and hopefully this will solve the issue!

I will report back if any problems.

Thank you!!

Oh dear, I've now run into this problem. I purchased MS13 Suite today and my downloads don't include New Blue and Boris and there's no mention of them in My Account/My Products page. In fact the page only appears to list products you have activated.

Anyway I've emailed Magix and await a response but it seems to indicate that they haven't got this problem sorted out.

it seems to indicate that they haven't got this problem sorted out.

What? It's been over a month since this issue was reported to them.

Are you kidding me??? After ALL the trouble, the emails, the phone calls, the back and forth with tech support both on this forum and on the companies website, and even communication with the general manager of customer service, they STILL have not fixed this issue??? What a disgrace!! It's sad that Sony went and sold such a wonderful line of products to a company who doesn't seem to care what happens to it. Unfortunately it appears that MAGIX will be the slow, painfully agonizing demise of the great VEGAS line of products. I'm sorry that you are having this same issue. Hopefully you will hear from them soon and that they will provide you the download links that are supposed to be included with your purchase.

Yes sadly it's apparently not fixed and given that Christmas is only a few days away I'm not hopeful I'll get my links by then. It is rather disappointing.

I'm not bothered about New Blue as the Specs indicate they won't work with Intel, which I have. But I am looking forward to trying Boris as I've read the Stabiliser is superior to the Vegas one.

On a positive note I'm surprised and pleased to find that the New Blue and Magic Bullet Quick Look items that came with my Sony MS12 Suite appear in Vegas 13, although as expected the New Blue Titler won't work due to my insufficient GPU capabilities. I wonder if they will also appear in Vegas MS14?

I'm also impressed with MS13's HitFilm effects. But they reside within the MS13 Programme folder structure and not in their own programme folders like New Blue and Magic Bullets so presumably won't be available to later MS versions unless the version comes with them.