ASC Issues

[MrRyan]

I was told in an email from Avid to order an Avid Support Code & was linked to the specific one that I should purchase. I did that and then tried to enter the code here: https://avid.secure.force.com/ASC/ASCWebToCaseHomePage

I get the message "Invalid ASC Code, please check and try again." The email rep hasn't replied to me since telling me to buy something. Also, if I try to pull up a chat on the Avid website I get, "Your chat requested has been canceled because no agents are available." When I call I am asked for a number but my code is a large combination of letters and numbers.

I lost my iLok and have submitted the RMA form on the iLok website + purchased the ability for Avid to provide me with customer service but the code they sent me is apparently invalid. Any help/suggestions would be appreciated!

[jeffro]

Welcome to the community.

Sorry for the trouble here - I'll check for the case created from the RMA form and respond to that.

[MrRyan]

I was actually able to get in touch with a Sibelius rep that was able to get my ASC code for me. Things are back on track now. Thanks for the response jeffro!