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Avid Support ExpertPlus contract.....wheres the support?...
Avid support seem to be staffed by message takers.....Rang for support at 10am - its 5.07pm and nothing back as yet.........I thought the point of paying for a Support Plus HD contract meant you actually got a priority response......Blackmagic Design do this more effectively for free....Come on Avid....you must be better than this
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#2
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Re: Avid Support ExpertPlus contract.....wheres the support?...
The same for me. I had a problem with an old HD system and after three e-mails the support team told me they have no clue and that this is legacy hard- and software...
I guess many problems stay unsolved if they behave this way with every client. I was disappointed. Best Mark
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Mac Pro 2010 3.66 GHz six Cores, HD Native, 192 I/O, Avid Dock, Artist Mix and Pro Tools Ultimate Mac mini 2018 i5 64 GB RAM, RME Fireface, Pro Tools 2021, Euphonix MC Control MacBook Air 2020 (M1) 16 GB RAM, 1 TB SSD, Zoom U-44 and Pro Tools Ultimate |
#3
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Re: Avid Support ExpertPlus contract.....wheres the support?...
To be fair to Avid Mark, legacy does mean "no longer supported" .....
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#4
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Re: Avid Support ExpertPlus contract.....wheres the support?...
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Does a company with worst support exist? Probably. But I haven't seen it. |
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Re: Avid Support ExpertPlus contract.....wheres the support?...
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Re: Avid Support ExpertPlus contract.....wheres the support?...
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#7
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Re: Avid Support ExpertPlus contract.....wheres the support?...
A couple recent cases of yours showed crashing and playback dropouts that were fixed by upgrading to 12.7.1. Guessing there have been more interactions than this based on your comments so please let us know if you are willing to discuss further. Thanks.
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Re: Avid Support ExpertPlus contract.....wheres the support?...
Hey jeffro,
thanks for your reply but I can see no "special" advice to solve my problem. But even the "standard" procedure with DigiTest and the card in/out and reseating game didn't help. I post the answer I was sent regarding my kernel panic problem: "First of all, Kernel panic is hardware related (though can be caused by driver issues). The logs show nothing relevant and they just stop. First thought is that it's a failing HD card. Please run DigiTest and see if there are any failures indicated. Secondly, please reseat all HD card / flex cables / DigiLink connectors. Lastly, when inserting the plug-in is it a TDM (DSP) or RTAS (Native)? Does it happen with other plugins as well? If TDM, maybe there's a problem with the DSP chip it's being instantiated on. You can try blocking DSP chips selectively by clicking them in the System Usage window to force the plugin to load to a different DSP. Or you could pull out one HD Accel card at a time to see if the error persists. If it does with just the HD Core card installed then maybe it's the core card itself with a problem. In addition to this troubleshooting, I must say that Pro Tools 10 and HD (TDM) systems are not further supported or serviced, hence any repairs need to be processed through third party service center." To me this does not sound too inviting to go on with the trouble shooting. As I said it was a disappointing experience to me. Best Mark
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Mac Pro 2010 3.66 GHz six Cores, HD Native, 192 I/O, Avid Dock, Artist Mix and Pro Tools Ultimate Mac mini 2018 i5 64 GB RAM, RME Fireface, Pro Tools 2021, Euphonix MC Control MacBook Air 2020 (M1) 16 GB RAM, 1 TB SSD, Zoom U-44 and Pro Tools Ultimate |
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Re: Avid Support ExpertPlus contract.....wheres the support?...
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#10
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Re: Avid Support ExpertPlus contract.....wheres the support?...
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Thanks Jeffro, I didn’t know that the support is limited to actual products. The fact, my actual iLok license includes a PT 10 HD license as well didn’t prove that. But however... Maybe this fact punctuates my disappointment. Best Mark
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Mac Pro 2010 3.66 GHz six Cores, HD Native, 192 I/O, Avid Dock, Artist Mix and Pro Tools Ultimate Mac mini 2018 i5 64 GB RAM, RME Fireface, Pro Tools 2021, Euphonix MC Control MacBook Air 2020 (M1) 16 GB RAM, 1 TB SSD, Zoom U-44 and Pro Tools Ultimate |
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