Why does Magix not respond to emails/forum regarding errors?

keith-forman wrote on 10/16/2016, 5:25 PM

I've tried emails, forums and error crash info uploads and yet Magix refuses to answer any of these communications about the constant crashing I have after I selected the 'render' option.  "Vegas has stopped working". I am not asking for a solution from this forum community but rather (in a last ditch attempt) am hoping someone at Magix actually reads this.   Profesional editors looks down on Vegas for both its lack of support and lack of improvements to the product. I am not aware of any movies or TV shows being edited on Vegas. If Magix wants to compete with Premiere, Avid or FCPx they need to be responsive to their customers.  Magix is just an much a disapointment as Sony was. Sonic Foundry was the only one of the three owners of Vegas that seemed to care about the product

Comments

ushere wrote on 10/17/2016, 2:01 AM

the only forum where i've read developers REGULARLY chiming in is with bm resolve - and there's a number of them. however, resolve is certainly perceived as, and used by serious professionals and the devs only really respond to 'serious' observations, be it bugs or observations.

i wouldn't consider vegas, either under sony or magix, a 'professional' piece of software, much as i use it as such it is at the end of the day a sophisticated prosumer nle aimed at the general market and trying to be everything to everyone. 

as an indie producer it has served my needs quite well for many years during which i have been either reading or active on the forums connected with it. support has often been more helpful from other users rather that the developers and unfortunately i don't see that changing anytime soon.

Wolfgang S. wrote on 10/17/2016, 4:23 AM

I've tried emails, forums and error crash info uploads and yet Magix refuses to answer any of these communications about the constant crashing I have after I selected the 'render' option.  "Vegas has stopped working".

Have you contacted the support, according to community rule no 2: "If you don't receive an answer to your question, get in touch with MAGIX Support at: http://support.magix.net  They will be more than happy to help you."

I am not asking for a solution from this forum community but rather (in a last ditch attempt) am hoping someone at Magix actually reads this.

Both cannot be expected. If somebody in the forum can help - fine. But that is not a must.

Magix is just an much a disapointment as Sony was. Sonic Foundry was the only one of the three owners of Vegas that seemed to care about the product

I wonder how you can know to come up with such an assessment.

Desktop: PC AMD 3960X, 24x3,8 Mhz * RTX 3080 Ti (12 GB)* Blackmagic Extreme 4K 12G * QNAP Max8 10 Gb Lan * Resolve Studio 18 * Edius X* Blackmagic Pocket 6K/6K Pro, EVA1, FS7

Laptop: ProArt Studiobook 16 OLED * internal HDR preview * i9 12900H with i-GPU Iris XE * 32 GB Ram) * Geforce RTX 3070 TI 8GB * internal HDR preview on the laptop monitor * Blackmagic Ultrastudio 4K mini

HDR monitor: ProArt Monitor PA32 UCG-K 1600 nits, Atomos Sumo

Others: Edius NX (Canopus NX)-card in an old XP-System. Edius 4.6 and other systems

VEGAS_CommunityManager wrote on 10/17/2016, 5:35 AM

Hi keith,
There are several options how you can solve problems you are facing:

  • create a thread here
  • contact the moderators via PN (even though they are NOT MAGIX employees, they have tremendous knowledge of the software)
  • contact our support: http://support.magix.com/vegas

From your account I can see that, prior to this one, you didn't create a thread explaining your problem nor sent a support ticket (at least not from the email address you registered in this forum). If you have sent a support ticket, please, write me a personal message with the ticket number and we will sort things out.

We are here to listen but you have to give us a chance.

Best regards,
Mathias

Wolfgang S. wrote on 10/17/2016, 6:18 AM
Wolfgang what do I have to choose for support on Vegas Pro 14?

It's better to stop defending what is wrong and insufficient.

Well Mathias has posted a better link then I did

https://support2.magix.com/customer/de/vegas/form

but that seems to be in German.

But there is also a page in English:

https://support2.magix.com/customer/en/request

Desktop: PC AMD 3960X, 24x3,8 Mhz * RTX 3080 Ti (12 GB)* Blackmagic Extreme 4K 12G * QNAP Max8 10 Gb Lan * Resolve Studio 18 * Edius X* Blackmagic Pocket 6K/6K Pro, EVA1, FS7

Laptop: ProArt Studiobook 16 OLED * internal HDR preview * i9 12900H with i-GPU Iris XE * 32 GB Ram) * Geforce RTX 3070 TI 8GB * internal HDR preview on the laptop monitor * Blackmagic Ultrastudio 4K mini

HDR monitor: ProArt Monitor PA32 UCG-K 1600 nits, Atomos Sumo

Others: Edius NX (Canopus NX)-card in an old XP-System. Edius 4.6 and other systems

NickHope wrote on 10/17/2016, 6:47 AM
But there is also a page in English:

https://support2.magix.com/customer/en/request

https://support2.magix.com/customer/en/vegas/form is the most direct page for a support request in English.

vkmast wrote on 10/17/2016, 6:54 AM

We are here to listen but you have to give us a chance.

Can anybody show step by step how to navigate quickly to e.g. the pages Nick mentions, if I don't already know the link?

Quitter wrote on 10/17/2016, 7:29 AM

Step 1

Step 2

Step 3

Step 4

Step 5

Camcorder: Sony CX 520 VE
Hardware:   Acer NG-A717-72G-71YD, Win 11 , i7-8750 H, 16GB, GTX 1060 6GB, 250GB SSD, 1TB HDD
NLE:  Sony Vegas Pro 13.0 Build 453
            Vegas Pro 14.0 Build 270
            Vegas Pro 21.0 Build 300

 

vkmast wrote on 10/17/2016, 7:35 AM

Thank you. Quitter. That was quick and extremely intuitive.

Quitter wrote on 10/17/2016, 7:39 AM

Another way:

Step 3 like above

Camcorder: Sony CX 520 VE
Hardware:   Acer NG-A717-72G-71YD, Win 11 , i7-8750 H, 16GB, GTX 1060 6GB, 250GB SSD, 1TB HDD
NLE:  Sony Vegas Pro 13.0 Build 453
            Vegas Pro 14.0 Build 270
            Vegas Pro 21.0 Build 300

 

keith-forman wrote on 10/17/2016, 8:36 AM

Hi keith,
There are several options how you can solve problems you are facing:

  • create a thread here
  • contact the moderators via PN (even though they are NOT MAGIX employees, they have tremendous knowledge of the software)
  • contact our support: http://support.magix.com/vegas

From your account I can see that, prior to this one, you didn't create a thread explaining your problem nor sent a support ticket (at least not from the email address you registered in this forum). If you have sent a support ticket, please, write me a personal message with the ticket number and we will sort things out.

We are here to listen but you have to give us a chance.

Best regards,
Mathias

I've tried emails, forums and error crash info uploads and yet Magix refuses to answer any of these communications about the constant crashing I have after I selected the 'render' option.  "Vegas has stopped working".

Have you contacted the support, according to community rule no 2: "If you don't receive an answer to your question, get in touch with MAGIX Support at: http://support.magix.net  They will be more than happy to help you."

I am not asking for a solution from this forum community but rather (in a last ditch attempt) am hoping someone at Magix actually reads this.

Both cannot be expected. If somebody in the forum can help - fine. But that is not a must.

Magix is just an much a disapointment as Sony was. Sonic Foundry was the only one of the three owners of Vegas that seemed to care about the product

I wonder how you can know to come up with such an assessment.


When I try to send a message regarding the error I get a red box around the "Please enter your request *" and it will not send the message.  As for the product improvements may I suggest that Magix simply look at professional level editing software and see what features it has.

VEGAS_CommunityManager wrote on 10/17/2016, 8:47 AM

@Keith: see PN

keith-forman wrote on 10/17/2016, 8:51 AM

@Keith: see PN


Hi Mathias. Do you have access to this forum prvious to Magix purchasing Vegas?  This is has been an ongoing issue

VEGAS_EricD wrote on 10/17/2016, 9:21 AM

If you have speicfic error messages and want to send them to us in support, please refer to the following. 

https://www.vegascreativesoftware.info/us/forum/how-to-send-error-reports-using-the-problem-reporting-service-prs--103727/

When using Vegas Pro 14, if an error occurs, a PRS Problem Reporting Service window will appear.  To send that error report to VEGAS support, place a check in the box to show problem details, then hold down control and shift on your keyboard while clicking send.  This will cause the report to be zipped and a message will appear alerting you to where this report exists on your hard drive.  You may then attach the report to your support ticket.

keith-forman wrote on 10/17/2016, 9:29 AM

Very occationally the PRS Problem Reporting Service does appear and I send that info however neither Sony nor Magix has addressed the issue. 

VEGAS_EricD wrote on 10/17/2016, 2:26 PM

Sending the error report through the PRS itself does not elicit a response from support.  If you require direct assistance please create a support ticket with the error message attached so we can assist you further.  http://support.magix.com/vegas

Thanks.

keith-forman wrote on 10/17/2016, 2:29 PM

Sending the error report through the PRS itself does not elicit a response from support.  If you require direct assistance please create a support ticket with the error message attached so we can assist you further.  http://support.magix.com/vegas

Thanks.


I know. However it should elicit an update which fixes the issue rather than ignoring a problem with the software.