Log into Salesforce to submit case???

[Sonopolis]

I want to submit a support case. After the initial first page with the answers from the FAQ the submit button leads me to a salesforce page, asking for a username and password. Something with the website is not right here! I really don't know how to contact anyone about a broken contact form when the contact form is broken
Bildschirmfoto 2020-12-28 um 19.41.06.jpg

[Sonopolis]

Originally Posted by gives

Yeah... It's a mess.. Usually I get someone offshore who knows nothing.. The last time I got routed to someone who was Avid Media Composer person, not ProTools. Then I called the supposed direct line that person gave me and it was the same number I had just called. then I got disconnected. I reached out to someone in an email I knew and he got someone to call me back. Anyway, it all worked out and the offshore folks were nice, just not the right people for my question. Good luck. It's not like it used to be in the 90's-:)

G

Sorry, I don't understand what you're suggesting. I was not talking about phone support

[unkJE]

Login to your Avid Master Account
Under “My Support Center” click on “Access the Support Center (Portal)”
This takes you to: https://na49.salesforce.com/500/o

Under “Select Case Record Type” click on the drop-down Menu and select “Audio” (if your problem is not “Video”)

In the 1st box, add a short description of your problem
In the 2nd box, select “Artist Suite – DAW”
In the 3rd box, select “Pro Tools” or “Pro Tools Ultimate” - or whichever choice applies to you
In the 4th box, select “Pro Tools | Software”
In the 5th box, select your Pro Tools version

Click on “Submit My Question”

You’ll be provided with a Case Number

“Post Reply” to your DUC Thread, include your Case Number to help Mods or Higher escalate your Case

[Sonopolis]

Originally Posted by unkJE

Login to your Avid Master Account
Under “My Support Center” click on “Access the Support Center (Portal)”
This takes you to: https://na49.salesforce.com/500/o

Under “Select Case Record Type” click on the drop-down Menu and select “Audio” (if your problem is not “Video”)

In the 1st box, add a short description of your problem
In the 2nd box, select “Artist Suite – DAW”
In the 3rd box, select “Pro Tools” or “Pro Tools Ultimate” - or whichever choice applies to you
In the 4th box, select “Pro Tools | Software”
In the 5th box, select your Pro Tools version

Click on “Submit My Question”

That's exactly what I'm doing (like always), just that after this point the page shown in the screenshot appears.

[unkJE]

Originally Posted by Sonopolis

That's exactly what I'm doing (like always), just that after this point the page shown in the screenshot appears.

I just tested "Submitting a Case", in order to write down the steps - and it worked OK.
May I suggest trying another Browser?
I'm using Mozilla Firefox version 84.0.1

However, I never got as far as "Submit My Question" - so, if you have no joy, perhaps, as you say, "the contact form is broken"

[Sonopolis]

Originally Posted by unkJE

I just tested "Submitting a Case", in order to write down the steps - and it worked OK.
May I suggest trying another Browser?
I'm using Mozilla Firefox version 84.0.1

However, I never got as far as "Submit My Question" - so, if you have no joy, perhaps, as you say, "the contact form is broken"

Same browser here, I also tried Safari which then shows other oddities like not showing Pro Tools in the pull down menu....

Anyway, I found an old email address, let's see if they respond to that.

[StillHollow]

God, even their support method has gone to hell. So glad I abandoned ship back in July.

[DigiTechSupt]

Originally Posted by Sonopolis

Same browser here, I also tried Safari which then shows other oddities like not showing Pro Tools in the pull down menu....

Anyway, I found an old email address, let's see if they respond to that.

hi, sorry about that. Have you already tried submitting through http://avid.force.com/Support/RegistrationCaseCreation
Can you give the case number so we can bump it up the team?

Thanks,
Tope