Best way to report bugs to Avid?

[Prosound]

Hi there,
Since upgrading to 2019.5 I've been experiencing a ton of bugs. I much rather be bug free than have any of the new features. Normally when I experience a bug I just wait patiently for the next update, but considering the long wait for 2019.5, the overpricing, limitations, and lack of features of Pro Tools compared to other DAWs I'm pretty frustrated. So... what is the absolute best way to report bugs to Avid in hopes of getting pro tools where it needs to be sooner than later?

[Top Jimmy]

Create a support case. It's not a quick process but eventually real bugs can be recognized and logged.

For it to be recognized, it has to be repeatable in newly created sessions with specific steps documented to recreate it. Pro Tools sessions can behave weird but if the behavior can't be recreated in a new session, it's viewed as session corruption rather than a bug.

Once a bug is recognized, it gets classified by how critical the effect is. Bugs with a greater impact will get addressed sooner while bugs that are merely a nuisance can last for decades.

Also be forewarned that when dealing with support personnel, you also have to campaign against their inherent bias. The last bug I reported wasn't recognized and admitted as a bug. I documented how it's possible for the sample rate of a session to get changed (something that was never previously possible) and the support person I dealt with argued that this wasn't a bug. I chose not to bang my head against the wall.


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[1m1]

Forgive my ignorance, but I've never created a support case. How do you do that? Do you have to make a phone call to tech support?

[BScout]

Go to your my.avid.com account, look at the top right for the "Access the Support Center (Portal)", click on that and create a case.

[Top Jimmy]

Originally Posted by BScout

Go to your my.avid.com account, look at the top right for the "Access the Support Center (Portal)", click on that and create a case.

+1

[1m1]

Originally Posted by BScout

Go to your my.avid.com account, look at the top right for the "Access the Support Center (Portal)", click on that and create a case.

okay, good to know —*thanks!