Sony Vegas Pro 13

musicvid10 wrote on 5/30/2016, 2:50 PM

Call customer service, dont email tech support.
You may have been scammed by your vendor.

rraud wrote on 5/30/2016, 2:55 PM

So you're saying you were never given a registration number? If it was pre-owned, the seller should have transferred it over to you.
Phone SCS customer service (not tech support), they are (or were..) usually responsive and accommodating.

Eagle Six wrote on 5/30/2016, 3:06 PM

I order the Vegas Pro 13 download version (not the hard disc version) from B&H Photo on 1/11/2016. Two days later I received an email from Sony with the download link and the necessary serial numbers to activate the programs included.

In addition to 'musicvid10'....."Call customer service, dont email tech support.."

You may want to try 'Live Chat', in the 'Support' pulldown above. Also in the 'My Account' pulldown, 'My Software' option, it should display your purchased products. If Vegas Pro 13 isn't listed there is an option at the bottom of the display 'Missing orders & serial numbers'.

To my understanding, if you purchase the download version from other than SCS direct, the dealer sends the purchase order to SCS, which then handle it as if you had purchased from the SCS store direct.

As musicvid10 stated, hope you haven't been scammed.

Also, you are probably aware that Magix Software has purchase Vegas Pro. This appears to be a good thing, however, we can expect delays in response time to help with issues we may have. I don't think your issue is one that would be hung up do this purchase by Magix. Being how I purchased the download version after you did, it may be an issue with the dealer or person you purchased from. What do they say about this delay?

Best Regards.......George

Eagle Six wrote on 5/31/2016, 4:12 PM

UPDATE: I contacted SCS by email on 5/27, they responded earlier to day. Take out the long weekend holiday and that is a next day response. I responded to their response with a follow-up question and they responded with a reply within 3 hours!

I think that is a pretty good turn around time. Other than contacting the company you purchased the download from, you may want to send another email and/or place a phone call.

So, although it appears their support Chat system is down, they are responding to email.

Best Regards......George

vkmast wrote on 5/31/2016, 4:25 PM

George,
I contacted SCS tech support by email on 4/25 and received a response on 5/25. Your experience promises things might get better as times change (IF it was tech support, not Customer service you contacted).

To their credit though, they did correct their Knowledgebase error that I was complaining about :)

And Eric D. just posted this on the CC Magix Vegas forum:
"Feel free to create a support ticket at the Sony Creative Software portal. We are still supporting the products here during the transition."

Eagle Six wrote on 5/31/2016, 4:38 PM

Hi vk,

Yes, I just caught that post by Eric, which appears to me to be a very good sign.

And, yes, my email was to tech support, although I would think Customer Service would be better for the OP's problem. If I didn't have a runable copy for over 5 months I would be sending everyone an email, snail mail, daily phone calls......(Sorry, now I'm getting carried away.......but really, 5 months!!!)

Best Regards.......George

Vernon-Hodgins wrote on 3/27/2021, 8:01 PM

When capturing in Vegas Pro 13, I see black in my preview window. Tried everything I can think of. No luck. Suggestions?

Musicvid wrote on 3/27/2021, 8:04 PM

@Vernon-Hodgins

Instead of tacking on to a five year old thread, please start your own. Thanks.