Sync I/O Constant Crashes

[deerock]

I have a new Sync I/O. The 2nd one in 2 weeks!! (the first one burned out when I tried to update the firmware-with a digi tech on the phone). My current system is HD3, G4/867, 3-192 I/O's and a Sync I/O. This new Sync I/O keeps crashing if I do any of the following:
1) Come out of Pro Tools to the Finder (to start a backup or categorize items, etc.)
2) Move too fast when editing within my edit display page. (come on...)
I then have to repower the whole system in order for it to wake up again. I can't just reboot the Sync I/O itself, yet. I have changed cables, etc. It is extremely frustrating.
Also can't control a V1 (Doremi) with Serial Control but can control a Digibeta or any other machine. It is not a V1 problem (spent an hour with their tech on phone).
And the last thing is- WHY DOESN'T 9-PIN CONTROL WORK YET? I STILL HAD TO BUY A STEALTHPORT FOR THIS SYSTEM TO ENABLE MACHINE CONTROL!! What is up with that? Get it together guys.
P.S. Digi tech service is open from 8a-5p. I called at 4:25p, have silver service but there wasn't any answer, so called the (650)...number. I had a tech tell me at 5:15pm that he missed two trains and if he could go home since there was not anything more that he could do---after burning out my Sync I/O over the phone. I would suggest getting your phone service to work so I don't have to deal with the rookie techs. Thanks.

[deerock]

that is not necessarily how it went down...but let's talk about it on the phone instead of using your public venue to tell your "side" of things. Please be more careful.

Derek Sample [img]images/icons/smile.gif[/img]

[DigiTechSupt]

Hi. We will have someone call you concerning your Sync I/O problem. Bottom line is you need to be up and working with a solid piece of gear.

When your first unit went down the first thing Rich (the tech you spoke with) did, when he determined the unit had experienced a hardware failure, was offer to advance replace it for you for free. This is our policy with a unit that new. No problem. There was nothing more he could have done for you at that time. I was there and I verified his recommendation.

Apparently you felt that Rich could somehow still fix it for you over the phone. This was not the case as you subsequently found out. If you had let us replace it from a tested reliable pool of units we maintain specifically for that reason, you might not be having another problem right now. I understand that you needed it to work "right away". Unfortunately gear breaks sometimes. When it does, you need a fast professional solution. One which we offer. We can't fix hardware failures over the phone.

No one likes having to call for support. In your defense, it was true that the phone line for Silver/Gold support were not working at that moment, but were quickly fixed once we were aware there was a problem. For that we apologize. You're are entitled to your opinion, but to "bad mouth" our tech on this forum is not helpful for anyone. If you have a problem with the service you paid for or the "rookie techs" you have to deal with (of which Rich is not one I assure you), then you can speak to me. My name is Tom Siebo. Just ask for me. Thank you. You'll be contacted.


TS

[DigiTechSupt]

Hi Derek,

Left a few messages for you yesterday...please give me a buzz if you're still having problems. Also, I'd recommend downloading Pro Tools 5.3cs2. This new maintenance release resolves the issue with SYNC I/O's 9 pin ports. You can get it here: http://www.digidesign.com/download/cs/53cs2

Jordan
Digi Tech Support

[deerock]

Hi. Did not have time to return your calls yesterday...will call you tomorrow when there is time and we will go over this on the phone together. As well as discuss the above paragraph from Tom.

Thanks for your time.

Derek [img]images/icons/smile.gif[/img]