Is Magix going out of Business? No response to my emails to cust supp

Joe-Bayer wrote on 9/3/2025, 1:32 AM

I am just about fed up. I've been waiting for weeks now for Customer support to respond to me and they refuse. I upgraded computers (at least I think it was an upgrade), and I downloaded a version of Vegas 22 ARM BETA on my new laptop. I was very disappointed with the speed/performance. VERY disappointed. I'm trying to figure out if it's merely an issue of it being beta software, or is my new Snapdragon powered laptop really that slow? I then logged into my Vegas account, deactivated a copy of Vegas Pro 17 from the computer I got rid of..... and then tried downloading the Vegas 17 Pro software on the new laptop. After installing and trying to activate my serial number, it's giving me an error -14, despite the fact that the serial number is LEGIT and it should work just fine. I've screenshotted it, sent them multiple emails, and I'm being ignored. Are they about to go under? If I can get 17 activated, and then see if it's just a slow computer, or an issue with the BETA 22 being slow (if 17 runs fine), then I would complete the purchase of 22 and soon 23. HOWEVER.... if they can't respond to me, then screw it, I'll finally move to an M4 Mac. I better get an answer very soon. I've been waiting for weeks!

Comments

MikeS wrote on 9/3/2025, 2:30 AM

Sadly, I have to agree that there has been an apparent deterioration in Magix support. Last time I tried to use them back at the end of May, it took them over 2 weeks to reply (so it is lucky I wasn't working on anything time critical). And the reply showed they had not actually read my problem in any depth, being a copperplate response to a different issue.

A stark contrast to the service provided back in 2018 when I first needed assistance with an odd installation problem, where they were excellent

RogerS wrote on 9/3/2025, 4:39 AM

No, they just got a new investor so if anything things are more stable at Magix. You did send it to support from the menu at the top of this window?

I haven't heard of others using the ARM build. Could you share your laptop specs? Does it have a GPU?

VEGASDerek wrote on 9/3/2025, 5:57 AM

@Joe-Bayer I have sent a message to the support team. Hopefully they will reach out to you shortly.

VEGASDerek wrote on 9/3/2025, 7:39 AM

And, no, Magix is not going out of business. Your tickets either got directed to Magix support, which has a bit larger of a backlog, or the responses from the Vegas support team got delivered into your spam folder. Either way, the Vegas support team has been contacted about this.

Joe-Bayer wrote on 9/3/2025, 10:50 PM

Derek,

Thank you - the team did get back to me today and we got that copy of Vegas 17 finally activated on my new laptop. Unfortunately getting the same results...... so it appears as if my new laptop is a piece of crap, and it is not the fault of Vegas 22 being a BETA ARM version. I just compared the 17 Pro and 22 ARM render times, and for a 57 second 4K video at 14 Mbps it's taking me about 10-11 minutes (17 was slightly faster than 22, but BOTH are unacceptably slow). Also, the file size was about 64 MB for the one from Vegas 17, where it was about 94 MB from the Vegas 22 ARM BETA version. The settings were the same.... but the encoding was different. 17 used "Intel QSV" (and it had Mainconcept HEVC as an option), while 22 used MainConceptAVC and didn't offer another option. So, apparently QSV makes for a more efficient file, and it's 6 yr old tech.

Roger, the new laptop, which apparently is slow as hell, has a Snapdragon X Plus processor, with a Qualcomm Adreno X1-45 GPU, with 16 GB of RAM. My OLD laptop was a 2015 Intel i7, not sure of the graphics card on it, and it also had 16 GB. This one was $200 cheaper ($599, compared to the $799 I paid in 2015), but TEN YEARS NEWER..... I was expecting this to at least be equal to the 2015 i7..... not significantly slower. This is a major disappointment and due to Magix dragging their feet getting back to me, I'm now past the return date on this new laptop. Damn

RogerS wrote on 9/4/2025, 12:27 AM

I think you aren't choosing comparable render settings. Try MagixAVC with Mainconcept on both. QSV may be a smaller file with default settings but noticeably worse quality. On the positive side it's very fast compared to CPU-based encoding.

Render speed reflects multiple factors including decoding, processing the timeline and encoding. If the Qualcom has no GPU encoding option that may be the bottleneck. Does challenging media playback at full framerate on the newer system? If so that's a good sign.

Feel free to try the VP 16 benchmark in my signature with both systems and compare it to similar hardware. I'd use Mainconcept (software encoding) on both systems.

VEGASDerek wrote on 9/4/2025, 12:17 PM

At the moment the Qualcomm ARM builds are not using GPU encoding (or decoding for that manner) in any significant way. We are currently waiting for a media SDK to take advantage of video codec support. So, we are looking at CPU only for that right now (which explains why you have the MainConcept option available only).

Yes, QSV will render faster. We anticipate the media SDK from Qualcomm to be delivered soon.