HDX + PT 2021.3.1 off to a bad start. Avid?

[innerbooty]

Greetings,
I just posted some of this in the Cheesegrater thread but wanted to re-post to the wider community. Apologies for double posting. Extremely frustrated right now.

1. If I could get some Avid assistance that might be nice, because I have a brand new annual Pro Tools Ultimate subscription, and when I call the Support number and punch in my ACTIVE System ID it tells me I don't have active support for this System ID. It says right in my account I have "ExperPlus Support" for this product! Meanwhile, I have been in Support limbo via email for more than six weeks simply because someone transferred me a DigiLink license that came with my HDX card, and my whole account was thrown into chaos, and they can't figure it out. And I can't get through the support on the phone!

2. I was calling support because I am literally just getting my new HDX rig setup - 2009 Cheesegrater flashed to 5,1 running Mojave with a Metal GPU, new 1TB SSD in a SATA slot, 32GB RAM, HDX card. Nothing else running on the machine. No firewire drives. Not other apps open except Firefox. I was just playing a super basic session at 96K listening to some high-res album masters. About two minutes in playback stops and I get an AEA -9073 error. What?! Playing a tiny, simple PT session from an HDX card? Very frustrating and makes me nervous about the prospects for this new rig. (screenprint attached)



Any advice would be super appreciated. Thanks!!