VEGAS PRO 15 SUITE

monte-fraze wrote on 12/26/2017, 9:58 PM

I paid 599.00 for VEGAS PRO 15 SUITE and it registered just fine. Some of the program works ok, But when I try to add my media files whether audio or video, this is the warning I get.

THIS SERIAL NUMBER HAS ALREADY BEEN REGISTERED TO
ANOTHER EMAIL ADDRESS> PLEASE CONTACT MAGIX SUPPORT.
ERROR CODE 24

The email I signed up with is the email address that I received the download link and serial numbers from.

I then purchased a tech support for $12.00 and was sent an 10 digit number code similar to:

12345-67890 . Then when I call the US Vegas Support number (1-608-424-4246), I get a recorded menu that ask for Block A and then Block B. I Then assumed the first 12345 number from above was for Block A and the 67890 for Block B. The phone hung up after that. Am I understanding this to be the procedure or am I wrong. I really like the program but want to be able to add my media. If I can't get a response from the technical support team. can some tell me how to get a refund back. I paid using my Paypal account and will unfortunately have to submit a resolution request. I am wondering if this has happened to anyone else and if so how did you resolve the issue if at all. I would deeply appreciate any assistance.

mfrazeesr@gmail.com

 

Comments

EricLNZ wrote on 12/26/2017, 10:21 PM

Monte - you posted in the Movie Studio Forum so your post has been moved to the Pro Forum and the duplicate post removed.

Dr Zen wrote on 12/27/2017, 12:37 AM

Hi monte-fraze

I see this type of thing happen every Christmas time and people get frustrated and upset. Remember it is the holiday season worldwide, which means almost every single software company is closed for business, for at least a couple of days. I know it is frustrating, but you will have to be patient for a few days. Don't do anything hasty. You're problem will get resolved, if you remain calm.

Unfortunately there was no need to spend money and buy tech support. Problems like this will be fixed for free, when there is an actual human being in the office to help you. I recommend you ask for a $12 refund for tech support, because that was not necessary.

How to fix your problem ?
Have you filled out a Customer Support Request, using the official Vegas Support Request form ?
If you have not already done so, I recommend you do this right now!
https://support2.magix.com/customer/en/vegas/form

I just did a quick Google search and see that some other "Magix" customers have experienced the exact same problem, related to Error Code 24. From what I can piece together, it looks like this problem directly relates to activation of the MPEG-4 codec.

The first time you drag a video to the Vegas Pro timeline after installing VP15, there needs to be a secondary activation of the MPEG-4 codec. Normally it is meant to happen automatically. A little window pops up and it either auto-activates or you have to press OK - I can't remember. Make sure your computer is connected to the Internet, otherwise it won't be able to work properly.

There are two totally different types of product activation for most Magix video products.
Main activation occurs when you enter the Serial Number that was emailed to you.
It is extremely important when activating software, that you use the same email address you used when you purchased the software, otherwise it may cause a problem.

I can guess as to what may be causing the problem.
1. Magix activation servers for MPEG-4 Codec may have been down when it was time to auto activate.
2. You said you purchased using PayPal. If your PayPal account and Magix account are connected to different email addresses, that might be the actual cause of problem. This happened to myself a while back, when I was buying software through a different company. I didn't fill out the order form properly, so the program was registered to my PayPal email address, instead of my main email address. I use a different email address to create my account with software company. I had to contact support and get them to change the email address association.
3. Internet was down.

The first thing I recommend you check, is your Magix account.
You should have been asked to create one during the order process.
Go to this address and login:
https://www.magix.com/us/
Then press the "little man icon" in top right corner.
Select User Data and check to see which email address is linked to your account.

Next open Vegas Pro 15.
I don't know if this will help, but I think it is worth a try and it is safe to do.
Go to Help and select Deactivate this software on this PC.
Close Vegas Pro 15.

Now go back into your Magix account and select My Products.
Find VP15 and select the Show more details link.
If it has been deactivated it will show not in use and have 2 activations available.

Logout out of Magix, close Vegas and re-boot your computer.

After the computer has been rebooted, open Vegas and reactivate the program.
Remember to use the same email address that is linked to your Magix account !

Now try and import a video and see if MPEG-4 activation will work this time.
If it doesn't, don't get too disheartened. You will just have to wait until support is back in the office.
I don't know how many days Magix is on holidays.
In the meantime, someone else on the forum may have the exact solution.

Regards
Derek