Protools Control App won't go past the login screen

[jeffro]

Hey Justice - I don't see the Pro Tools | Control and EuControl product listed in either of the accounts using the email addresses referenced in your support case. Looks like at least the second new account you created hadn't been verified. Will follow up via support case to get more specific info.

[JCBigler]

Thanks Jeffro, I responded to the support case email.

[JCBigler]

I am happy to report that we have solved this issue.

It was not a network related issue, at least not directly.

When we sat down with all three iPads to look at all the settings, and see if any of them would work on any networks; one of them did work and was able to log into the Avid account and the Protools Control app. The other two still did not work even after being connected to different wifi networks that had different internet connections.

After going through all the settings, we noticed that the one that did work had the time zone set to Chicago, which is Central time, where we are located. The others were set to Cupertino. We changed the date and time settings to automatic, and walahh…They all were able to sign in to the Protools Control app.

We even sat down and changed the time zone back to test this, and we got the same behavior that we had before.

So, setting the time zone to the correct time zone for where you are located, or setting it to automatic seems to have fixed our problem. Even with usage restrictions turned on, and location services turned off, the Protools Control app works as long as the time zone is set correctly or to automatic.

[jeffro]

Great news that you solved this, thanks for sharing your info. Mine defaulted to Cupertino (matches my network time), so I deleted the app, changed Time Zone to Chicago, downloaded the app again... it signed in and worked correctly. Even tried changing the Date, still no problem. I think it's worth adding to Support and Setup article though so I'll update that.

[JCBigler]

Originally Posted by jeffro

Great news that you solved this, thanks for sharing your info. Mine defaulted to Cupertino (matches my network time), so I deleted the app, changed Time Zone to Chicago, downloaded the app again... it signed in and worked correctly. Even tried changing the Date, still no problem. I think it's worth adding to Support and Setup article though so I'll update that.

I went back and tried it again. I think once it installs and you get into the app the first time, then it works after that. Something with the Avid Account and the time zone setting caused it to hang on the initial login screen. It also did the same thing when trying to login to my.avid.com from a browser on the iPad. After time zone updated correctly, worked both ways, even after deleting and reinstalling the app.

Weird. But it's definitely something to check if you can't get it to login.