gary-rebholz wrote on 4/11/2022, 2:41 PM

@Omar123, I'm not sure exactly what you mean. I checked with our Tech Support guys. They say you submitted a ticket on March 17. They responded to your ticket on March 18.

It seems that you have not provided the detail they need to help you. Responses such as "Didn't work" and "please find a solution to my issue" don't help them get to the bottom of your problem. They need as much detail as you can give to the questions they ask. Even if they ask questions that to you seem unimportant, they have good reasons to ask them.

They want to help. They are ready to help. Please work together closely with them and provide the information they need.

You might also explain your problem here on the forums. There are many very talented users here who also would like to help if they can.

peter90000 wrote on 4/11/2022, 7:14 PM

I think getting good positive results from the help desk is possibly a kind of roll of the dice result kind of thing depending on who reads your first initial email. I had an issue last month and it was solved. The same issue has happened again this month and it seems that everyone is scratching their heads this time as it has been languishing for 8 days now even though I clearly spelled out the issue and told them who at Magix solved it last time.

Omar123 wrote on 4/12/2022, 4:58 AM

@gary-rebholz its not fair to claim that. The questions came after i send logfiles. I will try the option you just mentioned.

gary-rebholz wrote on 4/12/2022, 7:18 AM

I'm sorry. I didn't mean to be unfair. I've alerted the Tech support guys to this thread. Hopefully they can help you (both) resolve your issues quickly.

Omar123 wrote on 4/16/2022, 10:25 AM

@gary-rebholz the way we troubleshooting right now takes a lot of time. is there a another way? i tried everything the helpdesk says. Its now more than a month now and my customers are still waiting. can we have a digital session where go through all the settings i am willing to pay for it.

Former user wrote on 4/16/2022, 11:02 AM

@Omar123 Hi, as Gary says 'There are many very talented users here who also would like to help if they can'.

So supply the info in this link about you PC specs + MediaInfo about the media you're using

Omar123 wrote on 4/18/2022, 1:05 PM

@gary-rebholz can you take a look a this question;and add the info that the helpdesk gathered from me. I want to fix this problem very soon now. I appreciated!

@Former user @NickHope

Reyfox wrote on 4/18/2022, 1:32 PM

@Omar123 did you read @jetdv's reply in that thread? It's a Windows issue relating to the installation of .NET.

I don't know if when installing Vegas also installs .NET or not. Someone else will have to answer that. If it doesn't, then look to M$.

Omar123 wrote on 4/19/2022, 1:50 PM

i tried everything on

the helpdesk tells me put a feature on i mailed last week that i already tried that and send logfiles is there anyone that can help?

@gary-rebholz @Reyfox @Former user