ProTools bug/how to report/customerservice?

[Lpmike75]

Hey guys -

Problems
-PT 11 very laggy. For instance, adding a track, takes several seconds, after arming a track, once I start to record, it takes anywhere from 3-5 seconds to start. I uninstalled and re-installed with no change. PT 9 and 10 worked like a charm on my system

M-Audio Axiom 61 not being recognized as a midi controller by PT. I can still play the keys through my virtual instruments, but cannot control stop/play..etc etc. Same problem with 10.

I would like to make Avid aware of these issues and get some technical support but cannot seem to find where to:
1) find a "problem reporter" and
2) find technical assistance without paying extra.

Any advice or direction is appreciated.
Thank you
-Mike

[Lpmike75]

System specs

Windows 7 Ultimate X64
AMD 955 black edition 3.6 GhZ
8 gigs RAM
ASUS MB
M-Audio Profire 2626
M-Audio Axiom 61

[Darryl Ramm]

You get customer support from Avid primarily by picking up the phone and calling them. You should have gotten some ASCs with your Pro Tools 10 purchase and you need to use that to pay for the support call.

Start here. http://www.avid.com/us/support/support-contact.

---

Without knowing you have done a lot more debugging I suspect you do not have any bugs right now that Avid might want to know about.

If you want help from other user here start by reading he "Help us Help You - READ THIS Before Posting!" link above and post a full Sandra report for your system. Run that report with all the disk drives attached. That Sandra report may be quite helpful with the performance issue.

You've got multiple separate unrelated problems. It is usually much better to not combine those into one thread.

What versions of the Profire 2626 driver do you have installed?

What exact version of Pro Tools do you have installed?

Did you complete all the appropriate system optimization steps/check they were all done after installing Pro Tools 11?

Have you fully disabled or uninstalled all antivirus software (that includes Microsoft Security crapware). Have you disabled all desktop

When Pro Tools is spinning its wheels what does the task manager show is going on with your system? Which processes are using the most CPU? How much total CPU or IO is going on?

I see you've also posted on one of the active threads... work out where you want to post and post once. But probably better if you post that Sandra report here and avoid all the intertwined silliness that happens when people pile onto long threads.

Darryl

[Lpmike75]

Darryl - thank you for the interest

"Without knowing you have done a lot more debugging I suspect you do not have any bugs right now that Avid might want to know about"
As stated above, the only thing I tried is uninstalling and re-installing, as someone in another thread mentioned that might work. It didn't.

"READ THIS Before Posting!" link above and post a full Sandra report for your system" - I've never heard of this, by a quick glance it appears it is a performance test and checks for current updates to your system. - As far as my system, I make atleast part of my living by writing/composing music, as well as recording and mixing others. My PC is very stable. I generally use Sonar, but have used PT 9 and 10 without issue. I am not the only person reporting the laggy behavior with the PT11. I am sure it is something to do with the software and the specific system, but I suspect, based on my years of recording and dealing with new software, that the fix will most likely come from their end.

"What versions of the Profire 2626 driver do you have installed? The most up to date version, (which incidentally is not very new)

What exact version of Pro Tools do you have installed?" 11.01

"Did you complete all the appropriate system optimization steps/check they were all done after installing Pro Tools 11?" The optimization suggestions are for best performance. My problems are occurring even on blank projects. This is not a case of the PC being bogged down.

"Have you fully disabled or uninstalled all antivirus software (that includes Microsoft Security crapware). Have you disabled all desktop" - Another "optimization" suggestion. Interestingly though, I use Norton, with the last few version of Norton there is little reason to turn it off during recording unless you are pushing your PC to its limits. Which, in this case, is not the issue.

"When Pro Tools is spinning its wheels what does the task manager show is going on with your system? Which processes are using the most CPU? How much total CPU or IO is going on?" I am not at the PC at the moment, but "a bunch of processes" is the answer. The PC is not bogged down and my DPC latency test never leaves the green.

"I see you've also posted on one of the active threads... work out where you want to post and post once. But probably better if you post that Sandra report here and avoid all the intertwined silliness that happens when people pile onto long threads." - I replied to another users thread who was reporting a similar issue to me, actually, several people were reported similar issues. When that thread went to the second page, I was not going to hijack it with my issues, this is the first thread I created, asking for advice. When I get to my recording PC tomorrow, I will check out the Sandra report.

I realize there are many new users here and steps 1,2,3 should always be suggested. But this issue is not about my PC not being properly configured or bogged down with other processes. This is happening on all projects, even blank ones.

These issues did not happen as of 2 days ago on PT 10 when it was still on my system, and it does not happen with Sonar, which I record with every day. I figure these are "new software rollout" bugs, that can crop up with various system configurations. That is usually addressed on the software company end with updates, patches etc. Many software companies have a "bug report" of sorts, I did not find anything like this with Avid. I was hoping there was one, so I could add my input and help make this the best software it can be for all of us.

Thanks for the input and suggestions. I will followup with the Sandra report.

[soybalm]

This might not help but make sure that all Avid folders are excluded in norton and also in Microsoft Security Essentials if that is on also. You will at least see faster boot time. All the 64bit Avid stuff is in Programs\ not Programs(x86). Also exclude Common files\Avid.

I have the same Windows and PT11 runs incredibly smooth even with Reaper and Bidule open as slaves. Never a problem.

[Darryl Ramm]

The optimization steps are *not* for "optimal performance" you seem to be completely misunderstanding that not following those steps can cause symptoms exactly like you are seeing with hanging/poor response. I don't care that Pro Tools 9 or 10 has run OK in the past, or you can run any other DAW, or anything else. I just want to know every single last recommended Pro Tools optimization has been properly performed. You need to go though every one of those steps and make sure they are done. And if the problems still exist then you can move onto more/detailed troubleshooting.

A/V software can also cause exactly these sorts of problems. Go fully disable that Norton Crapware and leave it disabled why you do more debugging.

It does not really help to know others are reporting similar problems. The same questions goes to every other person with performance/hanging issues, have they applied optimizations? do they have A/V software running? what other debugging steps have they performed etc. (we've had very long threads in the past going on about performance/hanging issues where it was obvious in the end that more than a few of the folks claiming mystery problems were likely caused by A/V software).

All these are standard debugging steps, if you want to argue you don't need to do them you are probalby wasting your time on DUC and you can pay to call Avid, where the very likely result that the person on the phone will step you through doing all the same things anyhow.

And hopefully you can give a more detailed answer than "bunch of processes" when you are in front of the PC. And what is it doing (how much IO, networking etc.).

[Darryl Ramm]

Originally Posted by soybalm

This might not help but make sure that all Avid folders are excluded in norton and also in Microsoft Security Essentials if that is on also. You will at least see faster boot time. All the 64bit Avid stuff is in Programs\ not Programs(x86). Also exclude Common files\Avid.

I have the same Windows and PT11 runs incredibly smooth even with Reaper and Bidule open as slaves. Never a problem.

Exactly, good advice, and if the excluding stuff does not seem to work, just consider fully unisntalling Norton while running other tests.

Darryl

[Lpmike75]

Below is the Sandra report. I always download and install software with Norton turned off. I read somewhere that anti-virus can interfere with the process.

Having had corrupt downloads in the past with other software, I completely uninstalled and deleted my Pro Tools 11.01 and downloaded/re-installed again. The same laggy behavior is observed.

SiSoftware Sandra

ID
Host Name : Michael-PC
Workgroup : WORKGROUP

Computer
Model : OEM System Product Name
Serial Number : System Ser**********
Chassis : Desktop
Mainboard : ASUS M4A79T Deluxe
Serial Number : MS1C97B********
BIOS : AMI (OEM) 1303 06/10/2009
Total Memory : 8GB DIMM DDR3

Processors
Processor : AMD Phenom(tm) II X4 955 Processor (4C 3.21GHz, 2GHz IMC, 4x 512kB L2, 6MB L3)
Socket/Slot : AM2r2/AM3

Chipset
Memory Controller : ATI (AMD) RD790 GFX Dual Slot 2x 2GHz (4GHz)
Memory Controller : AMD F10 Athlon 64/Opteron/Sempron HT Hub 2x 2GHz (4GHz), 2x 4GB DIMM DDR3 1.61GHz/1.33GHz 128-bit

Memory Module(s)
Memory Module : Mushkin 991659 998659 2GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-24 4-33-10-5)
Memory Module : Mushkin 991659 998659 2GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-24 4-33-10-5)
Memory Module : Mushkin 991659 998659 2GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-24 4-33-10-5)
Memory Module : Mushkin 991659 998659 2GB DIMM DDR3 PC3-12800U DDR3-1600 (9-9-9-24 4-33-10-5)

Video System
Monitor/Panel : Dell Computer DELL S2330MX
(1920x1080, 23.1")
Monitor/Panel : HSD HF207
(1600x1200, 20.3")
Video Adapter : ATI Radeon HD 4870 X2 (2x 10CU 800SP SM4.1 750MHz, 2x 2GB DDR5 3.6GHz 256-bit, PCIe 2.00 x16)
Video Adapter : ATI Radeon HD 4870 X2 (2x 10CU 800SP SM4.1 750MHz, 2x 2GB DDR5 3.6GHz 256-bit, PCIe 2.00 x16)

Graphics Processor
OpenCL GP Processor : ATI Radeon HD 4870 X2 (800SP 10C 750MHz, 512MB DDR5 3.6GHz 256-bit)
OpenCL GP Processor : ATI Radeon HD 4870 X2 (800SP 10C 750MHz, 512MB DDR5 3.6GHz 256-bit)
Compute Shader Processor : ATI Radeon HD 4870 X2 (800SP 10C 750MHz, 2GB DDR5 3.6GHz 256-bit)

Storage Devices
Seagate ST31000524AS (1TB, SATA600, 3.5", 7200rpm) : 932GB (H:)
Seagate ST3500418AS (500.1GB, SATA300, 3.5", 7200rpm, 16MB Cache) : 466GB (K:)
Seagate ST31000528AS (1TB, SATA300, 3.5", 7200rpm) : 932GB (J:)
Seagate ST31500341AS (1.5TB, SATA300, 3.5", 7200rpm) : 1TB (C:) (D:) (F:)
Seagate ST3000DM001-9YN166 (3TB, USB2/SATA600, 3.5", 7200rpm) : 3TB (G:)
WDC WD10EADS-00M2B0 (999.5GB, USB2/SATA300, 3.5", 32MB Cache) : 931GB (L:)
ATAPI iHAS222 8 (4.2GB, SATA150, DVD+-RW, CD-RW, 2MB Cache) : 4GB (E:)
HP Virtual CD 4607 (700.4MB, USB2) : 668MB (I:)

Logical Storage Devices
HWStrings (H:) : 932GB (NTFS) @ Seagate ST31000524AS (1TB, SATA600, 3.5", 7200rpm)
Samples (K:) : 466GB (NTFS) @ Seagate ST3500418AS (500.1GB, SATA300, 3.5", 7200rpm, 16MB Cache)
AudioFiles (J:) : 932GB (NTFS) @ Seagate ST31000528AS (1TB, SATA300, 3.5", 7200rpm)
System Reserved (D:) : 100MB (NTFS) @ Seagate ST31500341AS (1.5TB, SATA300, 3.5", 7200rpm)
Seagate Expansion Drive (G:) : 3TB (NTFS) @ Seagate ST3000DM001-9YN166 (3TB, USB2/SATA600, 3.5", 7200rpm)
HP SimpleSave (L:) : 931GB (NTFS) @ WDC WD10EADS-00M2B0 (999.5GB, USB2/SATA300, 3.5", 32MB Cache)
Main OS (C:) : 488GB (NTFS) @ Seagate ST31500341AS (1.5TB, SATA300, 3.5", 7200rpm)
Main partition (F:) : 909GB (NTFS) @ Seagate ST31500341AS (1.5TB, SATA300, 3.5", 7200rpm)
Floppy Disk (A:) : N/A
EZ-Line DVD1 (E:) : 4GB (CDFS) @ ATAPI iHAS222 8 (4.2GB, SATA150, DVD+-RW, CD-RW, 2MB Cache)
HP Launcher (I:) : 884kB (CDFS) @ HP Virtual CD 4607 (700.4MB, USB2)

Peripherals
LPC Hub Controller 1 : ATI (AMD) IXP SB600/700/800 SMBUS Controller
LPC Hub Controller 2 : ATI (AMD) SB700/800 LPC host controller
LPC Legacy Controller 1 : ITE IT8720F
Audio Device : ASUS IXP SB600 High Definition Audio Controller
Audio Codec : Realtek Semi 888 High Definition Audio
Audio Device : PC Partner Sapphire HD 4850 512MB GDDR3 PCI-E Dual Slot Fansink
Serial Port(s) : 1
Disk Controller : ATI (AMD) SB700/800 SATA Controller [IDE mode]
Disk Controller : ATI (AMD) SB700/800 IDE
Disk Controller : Silicon Image SiI 3114 SoftRaid 5 Controller
USB Controller 1 : ATI (AMD) SB700/800 USB OHCI0 Controller
USB Controller 2 : ATI (AMD) SB700/800 USB OHCI1 Controller
USB Controller 3 : ATI (AMD) SB700/800 USB EHCI Controller
USB Controller 4 : ATI (AMD) SB700/800 USB OHCI0 Controller
USB Controller 5 : ATI (AMD) SB700/800 USB OHCI1 Controller
USB Controller 6 : ATI (AMD) SB700/800 USB EHCI Controller
USB Controller 7 : ATI (AMD) SB700/800 USB OHCI2 Controller
FireWire/1394 Controller 1 : ASUS VT6315 Series Firewire Controller
SMBus/i2c Controller 1 : ATI SB700 SMBus

Printers and Faxes
Printer : Microsoft XPS Document Writer (600x600, Colour)
Printer : HP Officejet 4500 G510n-z fax (200x200, Colour)
Printer : HP Officejet 4500 G510n-z (1200x1200, Colour)
Fax : Microsoft Shared Fax Driver (200x200)
Printer : CutePDF Writer (4000x4000, Colour)

Scanners and Cameras
Scanner : Hewlett-Packard 4500 G510n-z,192.168.1.102 (Scanner, 2400x2400, USB)

Network Services
Network Adapter : Realtek RTL8168B/8111B Family PCI-E Gigabit Ethernet NIC (NDIS 6.20) (Ethernet, 100Mbps)

Operating System
Windows System : Microsoft Windows 7 Ultimate 6.01.7601 (Service Pack 1)
Platform Compliance : x64

Windows Experience Index
Current System : 5.9

[Darryl Ramm]

Thanks for the Sandra report, Also see this thread http://duc.avid.com/showthread.php?t=340732. I thought I had pasted that here earlier but I guess I goofed, a few too many threads like this. Let us know if this new info/fix helps.

[Lpmike75]

Thanks for the link and continued help Darryl.

I had just come across this after I posted. My Digixxx service is perpetually in the "starting" mode and never "running". Also, it is listed in services and not "processes". I will give the suggestion a try and see what happens :)