"Customer Service"? Unbelievable... (ERXP Activation Failed)

[FreeBlues]

I'm trying to do this all on my Mac. For clarity, I should add that while I was able to connect my Mac and 11R yesterday, today it is not connecting no matter what I try to do. It still connects flawlessly to my PC.

On the Avid website, I went to 'My Account,' to 'My Product Details.' Opening that box, I have an Eleven Rack Expansion Pack Serial Number and SystemID, both new and dated 8/31/13.

Further down on that same page is an arrow for 'Downloads." Clicking the 'Downloads' I have options for the 'Expansion Pack Installer' for both Windows and Mac, v2.0.1. I selected the Mac installer which adds a file to my desktop, 'Expansion Pack.mpkg.'

Running that file, takes me through a dialog that says it is installing the Expansion Pack. At the end it says the installation was complete.

Another file is nowon my desktop, 'Avid Eleven Rack Updater.' Opening that it asks for my Serial Number and System ID. Using the new codes supplied on 'My Account' page with Avid, I enter the new codes.

Message comes back 'Activation Failed.'

I have also tried to do the update on my PC (package 1.1.6, firmware 1.0.3), since it can still connect to the 11R, no happiness there either.

[FreeBlues]

Originally Posted by jeffro

...and what OS are you on?

Mac 10.7.5

[jeffro]

Thanks for the info (and sorry that the Knowledge Base is down right now for maintenance).

Do you have a "Pixie" folder in the following location?

• Macintosh HD/Library/Application Support/Avid

[FreeBlues]

Originally Posted by jeffro

Thanks for the info (and sorry that the Knowledge Base is down right now for maintenance).

Do you have a "Pixie" folder in the following location?

• Macintosh HD/Library/Application Support/Avid

No, and I can't say I know what a Pixie Folder is!

[Darryl Ramm]

http://www.sweetwater.com/sweetcare/...vation-failed/

Good time for the knowledge base to be down.

If the Mac is not seeing the Eleven Rack at all as an interface that is a whole different problem. And what exactly do you mean by not connect?

It is nearly impossible for anybody to provide help on things like "not connecting" or "not getting happiness" unless you provide specific details of what you are doing and exactly what is happening.

[jeffro]

Originally Posted by FreeBlues

No, and I can't say I know what a Pixie Folder is!

Just a folder named "Pixie" (case sensitive I believe) which should be in:

Macintosh HD/Library/Application Support/Avid

Please create this folder and try activating again.

[FreeBlues]

If it helps, my Mac has connected to the 11R, showing Firmware v1.003 and Software v1.1.1

The activation still fails.

[Darryl Ramm]

It still fails with the same exact error? After you created the pixie folder?

[FreeBlues]

Originally Posted by jeffro

Just a folder named "Pixie" (case sensitive I believe) which should be in:

Macintosh HD/Library/Application Support/Avid

Please create this folder and try activating again.

Sorry, I'm new to Mac computers, so you might need to help me through this!

I have a folder named 'Macintosh HD'. In that folder is a 'Library' folder, then Application Support'. Inside Application Support there is a 'Digidesign" folder, but nothing called 'Avid', nor nothing I can see called Pixie.

I assume I can create these, but not sure what to do then? I am getting that I need to "uninstall" the Avid app (Windows speak), but I'm not sure how to do that.

Again, new to Macs...

[jeffro]

On my system (also Mac OS X 10.7.5) I have the following folder path:

• Macintosh HD > Library > Application Support > Avid > Pixie

You should be able to create the missing folders (File > New Folder, then rename for each).

The Sweetwater article linked earlier in this thread mentions an AvidElevenRack folder within Application support. I'm trying to track down the file from that article (again, the KB is down this weekend as part of a larger maintenance project).