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#1
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How can I get help from Avid for a bad Eleven Rack unit?
Hello,
I have an Eleven Rack that, according to some research here, it's a bad unit. It doesn't work a 44.1 Khz, only at other sample rates. The problem I have is that I noticed this problem long after I was out of warranty. I don't have any support code to contact Avid and I can't find a way to even ask them what to do to have it fixed, and if even when they know this is a problem from them, I'll be charged something for having it fixed. Also, I live in Mexico City and bought the Eleven Rack from an authorized dealer in the US, who sent it to Mexico for me. Can anyone give me some advice on how to get help or information from Avid on how to proceed? Is it possible that someone from Avid here can help me a little bit? Thanks in advance! Francisco
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The audio world is full of (mainly very expensive) placebos. Windows 10 Pro 64 Bit Pro Tools Ultimate (perpetual with active updates/support plan) RME Fireface 802, Focusrite Clarett+ Octopre, Eleven Rack (ERXP) Monitors: Yamaha MSP7 and Yamaha HS8S Asus RoG Maximus Hero Z790 (in a 4U slidable rack mount! ) Intel Core i9-13900k 5.4 Ghz (16 cores / 32 threads) 128 GB RAM G.Skill DDR5 6000 MHz (4 modules 32GB each) Boot disk: Samsung 980 Pro M.2 2TB Media disks: 2 x Samsung 980 Pro M.2 2TB in RAID 0 for current work, 2 x Seagate Exos X20 20TB mirrored for archive and backup Video: PNY/Nvidia RTX 3080 TI with a single 4K display Dell U3223QE 32'' |
#2
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Re: How can I get help from Avid for a bad Eleven Rack unit?
You can call Avid support (presumably you have to call the USA), navigate the menu and get to "hardware repair" and talk to somebody. This does not require an ASC.
Have the serial number of the Eleven Rack handy (don't post here). If its a Rev E. unit then its suspect. Explain that and the symptoms to the rep, they should know about this. I have no idea but if they can arrange an RMA for you in Nexico or how that would work. You could also start with the Mexican repair provider and ask them, they may be able to contact Avid for you or already know about this issue are be able to repair it, maybe for free or maybe for a reduced price. See http://avid.force.com/pkb/articles/en_US/faq/en210711 Other folks here may have better suggestions. |
#3
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Re: How can I get help from Avid for a bad Eleven Rack unit?
As mentioned, if you want to contact Avid, you should go through the Support Portal.
http://www.avid.com/US/support
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Brian Windows 11 Pro | macOS 12 Pro Tools 2022 benonistudio.com Youtube Channel - benonistudio Plugin Deals @benonistudio |
#4
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Re: How can I get help from Avid for a bad Eleven Rack unit?
Verify your computer is not trying to use the Eleven rack for system sounds. It will cause this issue.
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pro-tools-pc.com TRASHER Pro Tools Utility(updated 3-6-18) HD Native, Avid 16x16, Eleven Rack, Focusrite Clarett 8preX, UA Quad Apollo TB. Intel I7 9900k Win 10 |
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