Vegas Pro 17.0 - Not responding (can't open saved projects)

dbUnlimitedTv wrote on 1/18/2022, 1:58 PM

Is there a PRO that can get a resolution on Ticket#2021100517004381? Its been 4 months going back and forth on the email! I been getting the biggest run around and I am telling every editor I know to NOT use this because the customer support is the worse, I ever encountered in my 40 years of living on this earth.

Comments

vkmast wrote on 1/18/2022, 2:03 PM

@dbUnlimitedTv unfortunately none of your peer user to user forum users have access to those tickets.

gary-rebholz wrote on 1/18/2022, 2:45 PM

@dbUnlimitedTv, I'll be frank. After checking into this it sounds as though you "got off on the wrong foot" with tech support and things went downhill from there. Perhaps we can get you back to a calmer relationhip with them and get something solved. I've asked our support manager to work with you directly.

Keep in mind that if the support team asks you for input, it's in your best interest to respond quickly. It is not feasible to keep support tickets open indefinitely, and thus they close after 10 days of inactivity. This appears to be what happened in your case.

We're willing to try again if you are.

dbUnlimitedTv wrote on 1/18/2022, 3:28 PM

@Gary-Rebholz

In regards to Ticket#2021100517004381, I'm sorry if i was short with anyone but you have to understand the frustration, I have defended my use of Vegas/magix software and here I cant get a resolution. Please send my apologies to whomever deserves it. I am just sad I have three items in my computer i cant open. I have an angry Bride&Groom, a music artist and a poet irate that I cant open they file to finish. Thanks for helping me out.

gary-rebholz wrote on 1/19/2022, 9:53 AM

Thanks @dbUnlimitedTv. No need to apologize. I totally understand your frustration. It shouldn't happen to you, and it's I who apologize to you. Let's move forward and see if we can't get you squared away.

dbUnlimitedTv wrote on 1/19/2022, 10:56 AM

@Gary-Rebholz I did just remember, my laptop upgraded to win 11... would that matter?

gary-rebholz wrote on 1/19/2022, 11:52 AM

@dbUnlimitedTv, hopefully not, but it could. Win 11 is not yet officially supported. Other users here have positive experience with it though. Maybe some of them can tell you more.

 

dbUnlimitedTv wrote on 1/20/2022, 10:25 AM

@Gary-Rebholz since nobody have continued my ticket issue, can I ask you my question? The apologies are not needed i just want it to work so I can live on. I dont want a refund and I love Sony vegas but after installing other video editing software, i dont get this issue.

dbUnlimitedTv wrote on 1/20/2022, 1:53 PM

Even if I open the file and leave everything offline, the frame count says zero with dots behind it. HOW to fix?

dbUnlimitedTv wrote on 1/21/2022, 7:35 AM

I wish I can get an answer instead of bashing me on internal ticket notes.

jetdv wrote on 1/21/2022, 7:40 AM

Even if I open the file and leave everything offline, the frame count says zero with dots behind it. HOW to fix?

That's not a "frame count". That's the current frame you are looking at - i.e. the cursor position.

dbUnlimitedTv wrote on 1/24/2022, 9:46 AM

@JetDV It is the frame counter but my curser is still. Its clear this is a major stumper to everyone, but I seem to be scammed of my money. I am scared to buy a new version of vegas because I can't get a refund if the problem continues to a new vegas version. I was able to install another competitor edit software without any issues and it renders twice as fast. It just makes me sad I have 10 year's worth of projects I have in vegas format, I dont want to start over. Everyone in my video community begged me to get off vegas but I defended vegas only to let down.

dbUnlimitedTv wrote on 1/24/2022, 10:06 AM

there are two Ticket# 2021100517004381 and 2022012017003993 on this same issue but no fix, SAD.

VEGAS_EricD wrote on 1/25/2022, 9:43 AM

Part of the confusion here is instead of responding to the ticket, a new ticket for the same issue was created. I have merged all tickets in the system for the same issue. Your new ticket number is: 2022012517003297. Please respond to this ticket rather than creating a new one. The error reporting in the system information file does indicate what the issue is, and I have replied back with that information as well.