Avid Pro Audio Community

Avid Pro Audio Community

How to Join & Post  •  Community Terms of Use  •  Help Us Help You

Knowledge Base Search  •  Community Search  •  Learn & Support


Avid Home Page

Go Back   Avid Pro Audio Community > Legacy Products > Pro Tools 12

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 11-04-2015, 10:43 PM
NipL NipL is offline
Member
 
Join Date: Nov 2013
Location: Sweden
Posts: 163
Default Official and best way to report bugs to Avid?

I see no special forum for this, like Steinberg has.
Cakewalk has a real bugtracker where you can follow status of what you reported.

For ProTools:
a) do you need support plan or buy support ticket to do that?
b) right here on forum is only way
c) other

Thanks.
Reply With Quote
  #2  
Old 11-04-2015, 11:02 PM
filosofem filosofem is offline
Member
 
Join Date: Apr 2005
Location: Christchurch NZ
Posts: 11,864
Default Re: Official and best way to report bugs to Avid?

There are two methods IMNSHO, submit a reproducible issue to TechSupport or Avid's Subscription Support Plan (that's what you pay them for, right) or secondly, post that reproducible case directly to the relative forum where someone with a vested interest will pick it up.
__________________
Aaron Mulqueen - 001 HD Native
Reply With Quote
  #3  
Old 11-05-2015, 12:36 AM
NipL NipL is offline
Member
 
Join Date: Nov 2013
Location: Sweden
Posts: 163
Default Re: Official and best way to report bugs to Avid?

Quote:
Originally Posted by filosofem View Post
There are two methods IMNSHO, submit a reproducible issue to TechSupport or Avid's Subscription Support Plan (that's what you pay them for, right) or secondly, post that reproducible case directly to the relative forum where someone with a vested interest will pick it up.
Thank you.
What I was thinking is doing the sneak way renewing without support plan later, next year. Just doing upgrade plan.

Haven't checked what they charge for single support tickets, but seems odd to need to pay to report a problem - it's hardly support as such.

Forum here seems volontary if response in any way.

When it comes to serious issues one want a reliable way of doing it.
Reply With Quote
  #4  
Old 11-06-2015, 02:19 AM
CygnusX-1Bk2 CygnusX-1Bk2 is offline
Member
 
Join Date: May 2009
Location: Concord, CA
Posts: 622
Default Re: Official and best way to report bugs to Avid?

http://protools.ideascale.com/
Categories section down the right side column of the page: ProTools Bugs
__________________
I will choose,
Freewill
http://jimdiazaudio.com/
Reply With Quote
  #5  
Old 11-06-2015, 02:39 AM
NipL NipL is offline
Member
 
Join Date: Nov 2013
Location: Sweden
Posts: 163
Default Re: Official and best way to report bugs to Avid?

Quote:
Originally Posted by CygnusX-1Bk2 View Post
http://protools.ideascale.com/
Categories section down the right side column of the page: ProTools Bugs
Much obliged, exactly what I wished for.
Reply With Quote
  #6  
Old 11-06-2015, 05:39 AM
NipL NipL is offline
Member
 
Join Date: Nov 2013
Location: Sweden
Posts: 163
Default Re: Official and best way to report bugs to Avid?

I have been around long enough, various daws, not to think a vendor jumps on every report or suggestion.

For me it works like a calming cure still to have left info for them to act on.
And possibility to find a workaround as well if reported before, or is a typo in manual of the functionality etc.

So partly Ideascale will be what me make it.
Reply With Quote
  #7  
Old 11-06-2015, 06:06 AM
nigelpry's Avatar
nigelpry nigelpry is offline
Member
 
Join Date: Dec 2008
Location: Home
Posts: 2,154
Default Re: Official and best way to report bugs to Avid?

Quote:
Originally Posted by NipL View Post
Much obliged, exactly what I wished for.
Except ...... confidence in the veracity of Avid's interaction of Ideascale is not high, whether in relation to bugs, or, indeed, IDEAS.

To me, it seems a bizarre way of managing the public interface so far as remedial action to rectify bugs is concerned, and the concept that a bug fix might be prioritised according to how many people vote for it is just laughable, given the much lower 'turnout' at Ideascale as compared to here.

Voting numbers are generally so small as to be insignificant numerically. The difference between something getting 20 or 200 votes is just as likely to be due to the quality of the original thread title, and the number of times in the thread that someone has provided a link to the Ideascale entry, as to any genuine indication of the number of people affected/interested.

... We already have a forum as a place where people come seeking solutions to problems. It's called the DUC.

... Most people here are unaware of Ideascale unless it is specifically mentioned in a thread they happen to take an interest in. And then it's only if they make the effort to go to Ideascale that they MAY vote on it. That does not seem a robust system to me.

... The Avid website directs people here when they are looking for a community forum in the hope that there may be solution to the problem they are having.

... Ideascale entries often do not include temporary (or semi-permanent) workaround information.

To me, it would simply be much more useful to have a bug reporting section in this forum. At the very least, I think, we need a sticky in this forum that directs people to Ideascale for bug reporting.

What I'd like though, is a summary sticky for open confirmed bugs, so we can go straight to a single thread to look through what are the confirmed currently 'live' bugs. Each summary sticky entry should have a link to a thread in the 'Bugs' section of the forum that is specific to the bug. Or a link to the specific related Ideascale entry.

To me it is very important that we should be kept informed. At a pinch, even a simple list that says these are the bugs currently being worked on, and these are the next in line after that would be helpful. So we know whether to expect something sooner or later.

I don't get the secrecy, it is must disrespectful to all the people that have bought the product. We pay a lot of money for the software, I don't think it's unreasonable to expect quality feedback and updates on what's happening bug fix wise.

I remember not so long ago that we were told by some here that Avid had to keep 'cool new features' shrouded in secrecy because of some arcane US law that demanded companies actually release stuff within the same finanical period that they were announced.

Well that theory has been blown out of the water by Avid in recent times. And while I'm no expert on US law, are we really saying that this law also applies to keeping your customers informed about bug fixes? I doubt it.
__________________
Mac Pro 2009 with 2010 firmware, 12-Core 3.46ghz, 64gb RAM & working Thunderbolt, OS 10.13.6 and Windows 10
Macbook Pro 2011 17", 2.2ghz i7, 16gb RAM OS 10.12.6
Digi 003 Console, Focusrite Octopre and MOTU Traveler for extra analog-ADAT conversion, UAD Apollo Quad with Thunderbolt card, Apollo Twin mk11 and pci-e Octo, Adam A77X monitors.
Pro Tools 2018, Media Composer 8.9, Sibelius 8.7, Cubase Pro 10, Wavelab Pro 9.5, Logic Pro X, Mainstage 3.
Various apps, soft synths, FX plugins.
Plenty of hardware synths, rack gear, microphones etc.
And then there's the studio ;-)
Reply With Quote
  #8  
Old 11-06-2015, 08:16 AM
Bob Olhsson's Avatar
Bob Olhsson Bob Olhsson is offline
Member
 
Join Date: Dec 1969
Location: Songwriter Gulch, Nashville, TN
Posts: 3,354
Default Re: Official and best way to report bugs to Avid?

1. Contact support. That way you instigate a two way conversation where the company can learn about and better understand new bugs and help you with work-arounds for known bugs. The number of support calls typically dictates bug fix priorities for most companies.

2. Ideascale. You can find out if it's a known bug, vote for it if it is and post it if it is new. You run the real risk of it not being understood.

10. Complain about it here in the hopes that a mod might post it to ideascale.
__________________
Bob's room 615 562-4346
Interview
Artists are the gatekeepers of truth! - Paul Robeson
Reply With Quote
  #9  
Old 11-06-2015, 09:33 AM
NipL NipL is offline
Member
 
Join Date: Nov 2013
Location: Sweden
Posts: 163
Default Re: Official and best way to report bugs to Avid?

Quote:
Originally Posted by nigelpry View Post
... Most people here are unaware of Ideascale unless it is specifically mentioned in a thread they happen to take an interest in. And then it's only if they make the effort to go to Ideascale that they MAY vote on it. That does not seem a robust system to me.

... The Avid website directs people here when they are looking for a community forum in the hope that there may be solution to the problem they are having.
Thanks for input.

The part that Avid do not promote ideascale is a bit odd.

There was an email to confirm account that at bottom had email to duc.admin@avid.com so they should be aware, it seems.

Not seldom different parts of Avid site have outdated links and is not up to date.

Did they just forget about it, or new directives to promote this association thingy from the communities page?
Reply With Quote
  #10  
Old 11-06-2015, 09:34 AM
NipL NipL is offline
Member
 
Join Date: Nov 2013
Location: Sweden
Posts: 163
Default Re: Official and best way to report bugs to Avid?

Quote:
Originally Posted by Bob Olhsson View Post
1. Contact support. That way you instigate a two way conversation where the company can learn about and better understand new bugs and help you with work-arounds for known bugs. The number of support calls typically dictates bug fix priorities for most companies.

2. Ideascale. You can find out if it's a known bug, vote for it if it is and post it if it is new. You run the real risk of it not being understood.

10. Complain about it here in the hopes that a mod might post it to ideascale.
Good with such a priority list, thank you.
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
(Official?) AAX BUGs list Peterjk AAX Plug-ins 13 08-04-2012 10:04 PM
How Do You Report Bugs? mrsticks Pro Tools TDM Systems (Mac) 1 01-09-2010 03:07 AM
How to report bugs midnightrambler 003, Mbox 2, Digi 002, original Mbox, Digi 001 (Mac) 6 01-07-2009 05:21 AM
Could Digi post an official list of known bugs in 5.1? Stratman Pro Tools TDM Systems (Mac) 24 03-21-2001 08:01 AM


All times are GMT -7. The time now is 04:00 AM.


Powered by: vBulletin, Copyright ©2000 - 2008, Jelsoft Enterprises Limited. Forum Hosted By: URLJet.com