PT LE 8 Media Damaged********

[kvstreet]

My Pro Tools LE 8 Software disc was stored in it's original cardboard sleeve. The glue that held the sleeve together apparently seeped onto the disc over a period of time causing the sleeve to become stuck to the disc. After recently upgrading to a 64-bit OS I went to install PT LE8 and discovered the above stated. Question: HOW CAN I GET REPLACEMENT MEDIA/ SOFTWARE... The Avid site is really just sending me in circles.......

Any help would be greatly appreciated! Thanks!

[albee1952]

The Digi Store used to sell replacement disks for something like $14.95. But if you registered the software, you should be able to log onto your MyAvid account, select My Products and find links to the download.

[OutOfPhase]

Hi!

You have my understanding, believe you me.

The exactly same thing has happened to me. I have a very resent post about
the matter here on this same forum with the title: Gone With The Wind.

And yes, I think so too, there really should be a little bit easier way
to make a contact with the manufacturer in a case like this.
This self destructing Pro Tools media doesn't seem to be that rare thing either.

I noticed the situation with the sticking glue from the Pro Tools DVD case too, when I received my copy.
I replaced the case with a normal DVD plastic case, but who knows, maybe
the damage had already been done?

None the less, I found out just recently, that the Pro Tools 8 install DVD, had
gone the way of the Dodo, all by It's self, and would only cause an error
message when beginning to install the software:

Installation failed. The installer could not install the software. The installer could not install the software
because there was no software to be found to install.

My Pro Tools 8 DVD looks otherwise totally ok to the eye.

If the glue is the reason for the death of the DVD, it would be
fantastic service from the manufacturer to replace the disc, or allow the customer to download a replacement software.

I went ahead and submitted a 'Registration Case' that was proposed
by a DigiTechSupt reply on my post about the matter, on these forums.

I have yet to hear from the Registration Case.

Check out my post: Gone With The Wind to see what DigiTechSupt
had to say.
There's an active link in the end of that reply, srtraight to the
'Registration Case' creation page.

One can in fact, find the route to the Registration Case Creation, but
after and behind many (hard to detect) links on Avid's support pages.
Go figure?

I wish you all the luck!

[OutOfPhase]

Originally Posted by albee1952

The Digi Store used to sell replacement disks for something like $14.95. But if you registered the software, you should be able to log onto your MyAvid account, select My Products and find links to the download.

Getting a relatively cheap replacement disk would be almost fine,
taking days to ship (time is money), but I never found anything else,
but Pro Tools 8 downloadable upgrades,
which are useless in this situation.

Please correct me if I'm wrong.

Also, when consumer has paid a full price for a product and when
that product just stops working by it's self, without no fault of consumer,
just out of principle, at least I would expect the manufacturer to compensate
that to the consumer with a free, out of charge replacement product.

And what comes to the registration of Pro Tools?

I don't know how it has worked for others, but when I bought my M box 2,
that came along with Pro Tools LE 8 version 8.0.3 install DVD
I registered the product online, on Avid's website, using the Registration
card that came with the package.

It would seem reasonable and logical, that when the product is registered,
it would be listed in the users account details as an registered product,
but In my case there is NO MENTION of me to have ever registered
Pro Tools 8 or M box 2.
Only available downloads are a pile of third party software to Pro Tools 8
software.
What the *BLAM* am I supposed to do with those, when I don't seem to
have a registered main software in the first place!?

So, I submitted the 'Registration Case' along with short description
of the above situation.

My hope is to get a chance to download a replacement software.
It shouldn't be too hard to arrange, at the times we are living.

The 'Registration Case' is submitted by filling out the product registration
web form.
Though it is clearly stated there, that only registration questions
will get response and that troubleshooting should be fetched from
Avid's knowledgebase.

Does this problem classify as an registration issue? I don't know?

I'm trying very hard to maintain a formal and calm tone here.

I don't know about you, but I have actual work pending now,
and waiting for this issue to be resolved.

I was directed to do this 'Case Registration',
so I did it and now wait for a reply.

I wonder will I get a response, since it's not exactly an registration,
but a product failure issue?

I will get back to the matter and inform you how it goes.

[OutOfPhase]

Hi!

I promised to be back when I'd have more information about Pro Tools LE 8
installation DVD problems and how to get a help / replacement
software.

Well, The DigiTechSupt. advice about submitting a 'Registration Case'
worked.
Soon after filing the 'case' I was contacted by Avid Customer Success
by e-mail.
I was given instructions on how to proceed and download a full Pro Tools LE 8
software as replacement for the Broken Pro tools 8 DVD.

I now have downloaded and installed Pro Tools successfully
and tested it and it works.

Thank heavens! And thank you Avid Customer Success!!!

For anyone struggling with the same problem, here's what you need to do:

You get to the 'Case Registration' page from Avid's Support and Services page.
Under Pro Tools Support, click the Registration link.
That leads to Avid Product Registration page.
On this page there is a link to 'Registration Case' creation:

(Need help with your registration? Submit your case to support here. )

Clicking the link takes you to the 'Registration Case' web form.

Fill in the information required, describe the situation concerning your install DVD,
and include your receipt as proof of purchase in the add an attachment slot.

And click Save to submit your case.

After this you should be golden.