[Rich Kutnick]

I really hope that this can be straightened out, as there a number of tools in Production Assistant that I use on a regular basis and now are not accessible to me. Thanks for looking into this, John.

Rich Kutnick
VIDEO IMPRESSIONS

[Rich Kutnick]

Thanks to all for getting me up to speed on Magix Vegas Pro 16!

John:

I inquired about getting an upgrade discount to Magix Production Assistant, seeing that I already purchased Production Assistant 2 from VASST and just wanted to upgrade with them instead of having to pay yet another full price for software I already possess yet is incompatible with Vegas Pro 16–seems like a reasonable and fair request by me, based upon past purchases and upgrades of such software. Their sales department wrote back to me:

“Hello,

Thank you for your request.

We are not able to offer an upgrade discount for the Production Assistant, as this a third party product.
We hope for your understanding.

Best regards,

MAGIX Computer Products International Co.
Thomas Ash
280 Greg St., Suite 10
Reno, NV 89502-2272
United States of America”

Is VASST by any chance the third party to whom they are alluding? If so, I saw that VASST now is selling through Digital River, correct? Again, if so, will you be offering the compatible version of Production Assistant through them?

Please advise, and thank you in advance again.

Rich Kutnick
VIDEO IMPRESSIONS

[Rich Kutnick]

Caleb (New Blue Tech Support) FINALLY got back to me today!!

In all fairness to him and his company, he DID present me with a (hopeful) solution, albeit a a day late and a dollar short!!

Anyway, he gave me a link to NBTP 6 (Beta?), which I downloaded and installed–WORKS GREAT–no loss of titles!! However, the NBTP 5 version he had me download at the end of December 2016 ALSO started working fine once I moved my master video files and .veg files both to internal hard drives. So what makes this version work better and more stable over the previous one? Got me!! The ONLY difference apparent to me is that the Dynamic Link Library file, OFXBridgeB64.dll, no longer crashes the Standalone NBTP program!!

Caleb also offered to give me a complimentary upgrade to NBTP 6, which I took him up on. Hopefully now all of this is behind me and I can get on editing with NBTP. Now waiting for a S/N to unlock it or a new file to download…

So how are everyone else’s issues with this anomaly being resolved at this point in time?

Rich Kutnick
VIDEO IMPRESSIONS

[Rich Kutnick]

I have a “running tab” on the Zendesk web site already, with a multitude of posts that date back now over 15 months!

So what do you exactly propose that I do, Edward? Beg Caleb to reach out to me? How in the world does a thread a million miles long get lost?

I think that I need divine intervention with them!

Shall I drop a line on the Zendesk that says Edward wants you to contact me (LOL)??!! Even then, how do I know that they will answer this time? Mine was a priority case that should have been having continued dialog between them and me, and they cut me off! How much crawling and begging do I have to do to make them respond?

With all due respect to you, Edward, I really am pissed (pardon the French) at them. Would you therefore kindly ask your NB colleagues to contact ME so that I can be assured that they are on it again?

I thank you in advance.

Rich Kutnick
VIDEO IMPRESSIONS

[Rich Kutnick]

Edward, do you have any clue why New Blue has been ignoring me since November 06, 2017? Up until that time I (thought that) I had a great working relationship with Caleb, only to be dropped like a lead balloon! On the Zendesk web site currently, I see that my inquiry still has an open status, a high priority and still is assigned to Caleb. So why for 5 months have I not heard one thing back from him??!!

I know that you have worked with the folks at New Blue, and I have had numerous communications with you over the years not only about them but also about your great Excalibur app, which i still utilize frequently and is a godsend when editing in Vegas!

Would you have the ability, or the desire, then, to please look into my dilemma and possibly find out if mine is a cold case or otherwise still being investigated seriously? Since I made five written inquiries on the zendesk web site during November 2017 that were not answered, IMHO anything else that I inquire of them will go unanswered as well.

Thank you in advance, Edward, for any intervention on your part that may help to resolve this issue. I appreciate any efforts that you can make on my behalf, which also may benefit numerous others.

Rich Kutnick
VIDEO IMPRESSIONS

[Rich Kutnick]

The “Enter Text” problem is a known and acknowledged anomaly, and has been so AT LEAST since December 2016 when I started my communications with New Blue. By now you are aware that I am a non-entity in their eyes.

I just got done editing a Costa Rican travel video, the one that was giving me extensive titles losses and numerous “Enter Text” titles in their places. The ONLY solution that I have found (and using it I now have ALL of my titles in good order) is:

1) A “special” rendition of NBTP 5 (NewBlueTitlerPro5-161226-409.exe), written in late December 2016.

2) All raw video clips stored on my “O” drive (internal SSD)

3) All VEG files stored on “D” drive (Internal SATA HD)

4) All titles saved to the library (on my “D” drive) as projects

All is well with this workflow, but it STILL ticks me off that every other NBTP 5 update file DOES NOT WORK (e.g., titles are lost and end up as “Enter Text” entries) and NB no longer communicates ANYTHING to me using ANY mode of communication! I therefore neither can recommend their products or services nor will I ever purchase any additional products from them based upon the way they have treated me (TERRIBLY)! I have done a lot of experimentation for them on my part and have kept them up-to-date with my findings (as if I was Tech Support), and frankly they seem so stumped and mystified by my problem that they apparently have given up without warning or desire to help me rectify this anomaly.

So this is where I am today…

Rich Kutnick
VIDEO IMPRESSIONS

[Rich Kutnick]

I have been communicating with Caleb in Tech Support at New Blue for OVER a year now to correct this anomaly, even giving him and his team access to my PC once or twice during this period. Despite my DETAILED observations, experiments, attempts, ad nauseum, there STILL is no resolution.

In fact, I am at the point right now where he and his team have been ignoring me since his last ZenDesk (their Tech Support Web site) comment to me on August 18, 2017. Since then I have sent nine more (all unanswered) comments to this web site. I now am more frustrated than ever with them–why are they refusing to communicate with me?

I have not pursued this since my last comment to them on November 06, 2017, as I have had major eye surgery and it is an effort now to even see my computer monitor, much less do any video work (until the surgically placed gas bubble in my eye dissipates).

My educated guess is that they neither have placed any meaningful resources towards resolving this (known) anomaly, nor do they want to continue pursuing its resolution. I believe that by ignoring me they think that I just either will go away and/or upgrade my Vegas Pro and/or NBTP software.

Ironically, when I first brought up this issue to New Blue, they appeared to bend over backwards for me to try to resolve the problem. As time went on, however, and they apparently could not figure it out, they became “fair weather” friends. I am deeply disappointed and hurt that this current attitude prevails, but I do not know what else I can do to turn them around. They have gone from Class A customer service to Class F, at least with respect to me and my concerns.

Since this particular problem is very low priority with my guess that there are only a handful of us experiencing this anomaly, I doubt that they will do anything more or even ever contact me back again. The least that they could do would be to offer us (with this problem that has festered so long) a free copy of their latest NBTP software and see if the problem is resolved with that version. My guess is that because of the underlying cause of the problem that this may not even correct it.

Since I have no control over the situation, though, the only thing that I can do is make my plea heard publicly (such as on this forum) as well as boycott them and recommend that everyone do the same until they once again offer excellent customer service.

So in addition to this problem, has anyone else experienced good or bad customer support from New Blue? I would be interested to hear if mine is an isolated incident or of others have shared in my experiences. I only hope that New Blue will open their eyes to how they have treated me, explain their unresponsiveness to my latest inquiries and once and for all rectify this issue.

Rich Kutnick
VIDEO IMPRESSIONS

[Rich Kutnick]

You are the second person within a two hour period to recommend highly Sherman Bahr at Video One Repair! Sounds like I’ll be giving him a call tomorrow morning! Thanks for the quick reply and referral, John!

Rich Kutnick
VIDEO IMPRESSIONS

[Rich Kutnick]

You are, as they say, “preaching to the choir”. I have experienced exactly the same anomalies as you have described herein, and agree 100% with your position, as it also is mine! My only choice is to keep plugging away with them or otherwise just stop using my highly invested interest in NBTP (for which I have saved hundreds of titles over they years and now somewhat understand how to use it). Unfortunately, according to New Blue we are those few unfortunates on whose computers NBTP 5 is NOT playing nicely with. They have been pleasant with me and really appear to want to help–just very slowly…

Best of luck to you, Steve, with your outcome. I will repost only when this issue has been resolved or there otherwise is a question or problem I might be able to resolve.

Rich Kutnick
VIDEO IMPRESSIONS

[Rich Kutnick]

“PS – NewBlue support is no help. They act like they have never heard of this problem before and ask me to reproduce it for them.”

To the contrary, Steve, I have been working with Caleb at New Blue very closely over the past 9 months to identify and squash this bug. The ARE quite aware of it, and have updated the program for me at least three times with mixed success, but it still appears now and again. I fondly refer to it as the “Template Reversion Anomaly”.

I just received my latest updated file from New Blu several weeks ago, but have not had a chance to test it out. My advice is that you, too, get on the bandwagon, and if you have not yet done so go to the New Blue Zen Desk Web site (aka Tech Support), create an account and open a ticket. You may want to reference the fact that you are aware that I am having the same problem and you would like to receive all updates (files and email updates) as well. Power in numbers, for the more of us in this situation the more incentive they have to rectify it.

Please note that they are actively working on it, but now are relying on user feedback to see if their fixes work. As Grazie stated, deleting OFXBridgeB64.dll allows you to open the program if it is freezing when you run it. This is their common fix for that problem–there apparently is a clashing of other OFX modules on your computer, and this DLL file is causing the crash. You can permanently delete OFXBridgeB64.dll–it is not necessary (so for some odd reason, then, why is it there??!!).

Let me know if you have any other questions or problems…

Rich Kutnick
VIDEO IMPRESSIONS