Trouble installing ProTools | First 2019.5

[jgod330]

Originally Posted by junkgear

Does Avid Link finish installing? Do you get a menu item for it and can you run it?

I found an .exe for Avid Link and installed it:




Then tried installing PTF from within Avid Link. I get to the same spot as before ("Installing Avid Link"), then it fails:




I restarted my computer to verify, but Avid Link only shows the "Install" button for PTF. PTF still not installed.

[junkgear]

Okay, let me escalate this and see if someone from Avid can tell you what to look for.
I thought it may be failing on the Link install, but that's not the case since you can install it by itself.
At this point, the installer logs are probably the only thing that will shed some light as to what is failing, but I'm not exactly sure what to tell you to look for.

[jgod330]

Originally Posted by junkgear

Okay, let me escalate this and see if someone from Avid can tell you what to look for.
I thought it may be failing on the Link install, but that's not the case since you can install it by itself.
At this point, the installer logs are probably the only thing that will shed some light as to what is failing, but I'm not exactly sure what to tell you to look for.

Thanks @junkgear. Will the Avid folks reach out to me separately via email or here on this thread?

[DigiTechSupt]

Originally Posted by jgod330

Thanks @junkgear. Will the Avid folks reach out to me separately via email or here on this thread?

Hi,

Sorry about that. Seems that you're running on the Windows 1909 release which is currently not supported on Pro Tools First. You can try rolling back to an earlier Windows 10 release, or try installing the latest version 2019.6 from your my.avid.com/products#Myproducts

-Tope

[DigiTechSupt]

Originally Posted by jgod330

Thanks @junkgear. Will the Avid folks reach out to me separately via email or here on this thread?

Hi,

Sorry about that. Seems that you're running on the Windows 1909 release which is currently not supported on Pro Tools First. You can try rolling back to an earlier Windows 10 release, or try installing the latest version 2019.6 from your my.avid.com/products#Myproducts

-Tope

[jgod330]

@DigiTechSupt please see below screen shot. I'm trying to install Pro Tools First 2019.6 directly from Avid Link. It gets to the "Installing Avid Link" step, then it fails.

[jgod330]

Originally Posted by DigiTechSupt

Hi,

Sorry about that. Seems that you're running on the Windows 1909 release which is currently not supported on Pro Tools First. You can try rolling back to an earlier Windows 10 release, or try installing the latest version 2019.6 from your my.avid.com/products#Myproducts

-Tope

@DigiTechSupt - to be clear: I tried to install ProToolsFirst two different ways:

1 - Using the Avid Link tool. That failed.

2 - I tried the latest version 2019.6 from my.avid.com/products#Myproducts but that also failed.

Is there a way I can schedule a troubleshooting call with Avid? I think sharing my screen would be helpful in getting this resolved.

Please advise.

[JFreak]

If you have W1909 release it is not supported no matter how you try to install

[jgod330]

@JFreak thank you for clarifying. Any idea on when Avid may release a version of PTF that's compatible with W1909? I imagine that having PTF compatible with the latest version of Windows is something they'd prioritize.

[JFreak]

I can only guess Avid is postponing all free software until they have their paid software fully working on Catalina