Phone support...?

[patrickswope]

I don't know about anybody else, but I'm not a big fan of the digidesign phone support. It's not that the people are rude or anything...I guess I wouldn't really know, seeing since you can't talk to a human.

I just have a few simple questions that I can get answered because my 30 days is up since I bought my item. Are we not allowed to have problems after 1 month? We have to upgrade, and sometimes that causes issues like, the program not wanting to open to save your life. Your thoughts?

[Keybeeetsss]

Dude seriously, being here is the BEST support u will ever get in ur life...of PT that is...

[nst7]

I thought phone support was 90 days. I could be wrong. But assuming it's ended, you still have the option of online support via email, etc. It's kind of a convoluted system, though.

You can post your questions here and maybe we can help you.

[BradLyons]

Well the dealer you bought this from should be providing technical support.... free of charge.... for the life of the product... but I only know of one that does that.

What is your problem?

[patrickswope]

I upgraded to LE 8.0.3 and Pro Tools crashes during start up (even before loading any plug ins). I have deleted 'com.digidesign.protoolsLE.plist', 'DAE Prefs' (folder), 'DigiSetup.OSX' and 'Pro Tools preferences' all from my mac preferences folder. Still no change...so I'm not sure what else to do
I really appreciate any help, thanks!

I'm on a macbook running leopard 10.5.8, 3GB ram,
with 2GHz Intel Core 2 Duo Processor

[Bob Brown]

Hi,

I would like to help figure out what is going on with your system/sessions.

In Pro Tools 8.0.3, we added better and more robust logging to help track down problems like the one you are seeing. When Pro Tools crashes, some information about the crash is written out to a log file. The log files are kept in the "LogFiles" folder that is next to the Pro Tools application.

Here's what you need to do...

1) Reproduce the crash you are seeing.
2) Look in the LogFiles folder and find the latest log file. The file name ends with .dlog
3) Email this "dlog" file to vi -at- digidesign -dot- com. Please include your DUC user name and the hyper-link to this DUC thread (http://duc.digidesign.com/showthread.php?t=266154) so we can track which post this came from.

Please put my name in the subject line of the email.

Thanks!

[patrickswope]

Alright i sent the file

[ChuckS]

Originally Posted by BradLyons

Well the dealer you bought this from should be providing technical support.... free of charge.... for the life of the product... but I only know of one that does that.

What is your problem?

Shameless self promotion! But you forgot to mention the two year warranty and the in-house repair facility.

[patrickswope]

So I guess you wouldn't call it crashing then, since the program never launches. It just fails to open after clicking the icon. I get nothing but an error message and a headache. I've been up for over a day straight trying to fix this.

[BradLyons]

Have you trashed your prefs and the Digidesign Databases? Did you do an un-install and re-install?