How to open support request for Vegas Pro 15?

wilri001 wrote on 11/25/2017, 10:47 AM

The Magix website for opening a support request does not have an option for bugs.

I've opened requests before, but can't find where to do that anymore.

They asked me to install Vegas Pro 15 in Administrator account for tracing, but never got back to me.

I can't see what open requests I might have.

Perhaps you don't have this problem, but I have to re-start Vegas Pro 15 every 15 - 30 minutes because it slows down, and will eventually crash. My system is a new install of Windows 10 with AMD Fury x graphics and AMD 1950x threadripper CPU, 16GB RAM. I'm on build 216 which helped in some ways, but not this one. It slows down quicker when using 4k files; proxies allow it to run longer. The preview frame rate doesn't slow down a whole lot, but using pan/crop tool or any response on the time line, like moving to a new position slows down from sub-second to 5 seconds or so. And it will crash if I don't re-start. I'm editing 2 to 4 HD1080 and 2 - 3 4k files for a total of 4 to 6 files in multicam preview mode. I've tried many things, like turn graphics on/off, so4xxxx .dll true/false, save fx undo on/off. It happens on all projects (mix of ACVHD 1080 Canon and .mp4 4k from Panasonic).

I don't want to go back to version 13 with the old UI, but after 4 months of this, it's wearing me down.

 

Comments

vkmast wrote on 11/25/2017, 11:33 AM

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

wilri001 wrote on 11/25/2017, 12:13 PM

@vkmast, thank you so much! It's bookmarked now!

NickHope wrote on 11/25/2017, 9:44 PM
...I can't see what open requests I might have...

Unfortunately there is no web interface for accessing open tickets, as far as I know. After you submit a request, further correspondence is only by email. The contents of your request are not even quoted on the initial email acknowledgement, so it's worth copying and pasting before you submit so you have a record of what you wrote. Also, if you're likely to make multiple requests, keep a record of which ticket number applies to which issue, as sometimes they get muddled up.