Inconsistent S3 to MacPro Connection

[fsguerra]

Someone, anyone, please help.

I opened a case (03115684) on 1/2/2017 with Avid reporting a "Network Error" message from EuControl: "Unable to connect to the unit named "SMMix CS (Avid S3). The network address of this unit appears to be set incorrectly".

The person on the support phone line couldn't help. Then I received an email from someone who provided basic troubleshooting (i.e., uninstall, delete preferences, reboot). Nothing worked.

I requested that someone give me a call to get this controller connected again but no one from Avid has responded to the case or called me back in several days.

Is this the level of support I'm paying for on an annual basis? If so, I think you should lower the price.

Please assist.

Mac Pro (Late 2013)
macOS Sierra 10.12.2
Processor 3 GHz 8-Core Intel Xeon E5
Memory 32 GB 1866 MHz DDR3
S3
Artist Transport
Pro Tools 12.7
EuControl 3.5
AirPort Extreme

Regards,
Francisco