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Old 03-28-2007, 10:12 AM
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DigiTechSupt DigiTechSupt is offline
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Default Help us help you - what you need to know before posting!

Thank you for taking the time to read this before posting - you're already ahead of the game! By reading and following the information provided here, you'll have the best chance of getting your questions answered quickly and completely.

First, keep in mind that this is the USER Conference - meaning it's mostly other Pro Tools users that will be answering your questions. While Avid Tech Support maintains a presence here, with the hundreds of posts per day here on the DUC, we are unable to chime in on every one. We maintain limited hours of operation here, so many posts are bound to happen when we are not available. If you absolutely need a reply from Avid Tech Support directly, please use the Contact Avid Support over the web link under Assisted Support.

Use the Search Options
Before making a post, we ask that you take the time to do a SEARCH of the DUC, as it is likely that your question or problem has been addressed previously. If you are getting errors, doing a search for keywords in the error text or, if it includes and error number, search for the error number (do NOT include the minus (-) sign from the error number as it's used to exclude phrases when doing a search).

Other search options are also available at the top of each page on the DUC, including these:
Self Help — Pro Tools Setup & General Troubleshooting
In addition, we ask that you go through the respective Computer Optimization and Troubleshooting Guides before posting, as a vast majority of problems can be solved by properly optimizing and 'cleaning out' (by trashing preferences, databases, etc.) your system.

Information That You Need to Provide When Posting
To enable Digidesign Technical Support and other users to assist you with your problem, PLEASE provide a complete system profile as well as a complete description of the problem you're experiencing, including the exact text and error numbers in any error messages you're getting.

By "complete" we mean - describe exactly what's occurring in as much detail as possible, what you're doing in Pro Tools when the problem occurs, what any relevant settings are, list any troubleshooting steps you've tried as well as any other info that may be relevant. The more detail you can provide, the easier it is for us and other DUC members to help you. If you do not provide enough info, we're just going to be referring you back here until you do. This is important - we're not asking you because we feel like it, but because we need the info to troubleshoot properly. We can't see your system, how you're working, what your settings are or anything like that, so you need to provide that information so we have solid info to work from.

When writing your post subject heading, make sure it's an accurate description of the problem you're having. It's better to write something like 'DAE Error 9073 when playing back on 002R' than 'HEEEELLLLPP!'. It will make identifying the urgency of your problem more apparent, as well as aid others when doing a search for previously reported issues.

At the very least, we need the following information (Windows users - see below for additional requirements!):
  • Computer model and processor speed
  • OS version
  • Digidesign or M-Audio hardware model
  • Pro Tools version
  • Amount of RAM installed
  • A complete and precise description of any attached peripherals (hard drives, video devices, other firewire or USB devices that may be attached, etc). We need to know to which port on the computer they're connected to, what type of cables you're using (is it a FW800-FW400 adapter cable? How long is it? Are you using an extender or repeater?) and, if you've tried replacing cables, what the differences were between the original and the replacement.
  • Number and type (firewire, SATA, SCSI, etc) of drives installed, how they're formatted and which one(s) you're using for recording and playback.
  • A concise list of the troubleshooting you've already tried - please be as specific as possible! The first thing we'll ask is 'Have you done everything in the Setup and General Troubleshooting thread?', so we'll want to know that you've done ALL of it and, if you've not done everything, we need to know what you have or have not done, as this can have a huge impact on further troubleshooting.

Windows users need to provide a Sandra report

- Please - Use SiSoftware's Sandra Lite application to generate a full system profile:

www.sisoftware.co.uk

Under SiSoftware Sandra, click on "Download & Buy" to download the free Sandra Lite version or purchase other versions. After installing Sandra, click on the 'Hardware' tab and run the 'Computer Overview', then copy and paste into your post here on the DUC.


The more information you can provide, the easier it will be for Tech Support and other users to assist you - take the time now to document everything you can and you'll save time in the long run. We can't express enough the importance of describing everything in extreme detail - remember, no one here can see how your gear is configured, so we need an accurate description by you to get a clear picture. The better we can envision your setup, the easier it will be to troubleshoot.

If you have been referred to this thread and reply without providing the information requested above, including the Sandra report for Windows users, your post is very likely to be given lower priority in favor of those who have provided complete information.
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