Pro Tools 2020.5 Won't Recognize Omni

[aftermid]

Thanks Jeffro. Just saw the links. I had seen this, when I researched, before buying. Again, I missed the Ultimate being for HD interfaces and the DigiLink thing, when I first saw it.


You reply quickly. Maybe, you could help at Avid sales. You answer much quicker than they do. They can take days and sometimes still not answer what you asked.


Jeffro Head of Sales. Hmmmmm Might be worthwhile.


Thanks Jeffro.

[aftermid]

Thanks JFreak. Hopefully, Avid sales will reply soon, Don't know if they'll refund my first purchase and allow me to upgrade to Ultimate or credit what I've paid towards Ultimate.

[Darryl Ramm]

Originally Posted by aftermid

ok,


So Essentials would be like the old LE? As far as the purchase, it actually done on this site not through a dealer. I was hoping, by doing so, I'd get quicker answer from them.



By Native I meant the old system, where you the Native card vs. the HDX card. Or ages ago, when you had LE and TDM.


I also notice you used the acronym HDN, instead of HDX. When I looked at the offerings on this site for purchase, I didn't see HDN. I saw all the subscription or perpetuals for Essental, Ultimate, and the Free version they have. The "N" in HDN is?

Which body orifice do you keep pulling "Essentials" out of? I've explained this three times now.

I've given you all the information you need to make progress. You don't have HDN hardware. If you want to learn about that you can Google it. You need to call a sales rep who is paid to deal with this nonsense and they can take your money off you to get you out of the mess you got yourself in.

[jeffro]

FYI- Essential was a product long ago... Pro Tools M-Powered Essential was a free version included with specific M-Audio interfaces. It's still listed in the Legacy section.

[jeffro]

Originally Posted by aftermid

...Hopefully, Avid sales will reply soon...

Let us know if you don't get a response soon and we'll escalate this.

[aftermid]

Ok,


So today I get an email saying that I did purchase the Ultimate and that my license links for the hardware should be in my account. Wrong answer. They are not there to be downloaded.


To add to the aggravation, when you reply to their email, you get a delivery error and the email is returned.



So, I had to go back to Avid support sales, re write my problem siting the Order # and Case #. Why? Cause replying to their email kicks it back.


Amazing, i figured ordering straight from the source (Avid Site), rather than a dealer would have made the customer experiment better and more efficient. Go figure.

[Darryl Ramm]

I hope that the support rep is correct. But are you sure? Do you have the receipt for what you actually purchased? Remember how much it was?

Jeffro already looked in your iLok account and it showed a standard license. Is there a way you would have an additional standard license for Pro Tools?

The reason for asking is it is not uncommon cause of problem where people have more than one iLok account, and get them accidentally confused, maybe link the wrong one to their Avid account. Or they provide the wrong info to Avid and say link to somebody else's iLok account. It's so easy to provide the wrong iLok account info.

And you have really carefully looked at iLok.com in all the iLok accounts you have to make sure there is no new license assets deposited there? (I esp. want to make sure you are not looking for stuff in your Avid.com account).

Yes it's sad but for folks who are not super clear on this stuff its seriously better to work with a good reseller than deal with the Avid store. I hope that is a lesson others reading this will follow.

[jeffro]

Originally Posted by aftermid

...So today I get an email saying that I did purchase the Ultimate and that my license links for the hardware should be in my account. Wrong answer. They are not there to be downloaded.

I see one case where on 6/15 the rep mistakenly referred to Pro Tools Ultimate but later in the reply clarified as Pro Tools Perpetual. I see you later spoke with Jimi (on 6/18) who confirmed that you purchase Pro Tools (not Pro Tools Ultimate).

To add to the aggravation, when you reply to their email, you get a delivery error and the email is returned...

You might be replying to one of the duplicate/closed cases - I see you have 5 cases for this topic starting on 6/10. Best to stick with the original case (03962709) and only reply to emails with that case # in the subject. Thanks.

[aftermid]

Ok,


Here's the latest. I have only one iLok account. I upgraded yesterday from Pro Tools Regular to Ultimate. I was told Ultimate is the only way to see the Omni.


The Ultimate is in my Avid product account as active and in iLok. No DigiLink. In fact, opening Pro Tools asks for me to download digilink. This was not deposited in my account to download.


Called Avid today, their response was I needed to buy DigiLink I/O license. This is not what I was initially told by the rep. Ultimate included the I/O link. Right now have dropped over $2000 to Avid this week for an upgrade.


Ironically, Logic, which is not an Avid product can use the Omni and has the HDX driver. Avid's Pro Tools cannot see the interface they make, but Logic can.


This is frustrating. I have been with Pro Tools for over 20 yrs when it was a four track system on a Nubus made by DigiDesign. Never have I had such misinformation from Avid customer service and/or tech support. Not to mention, I was told today, that due to Covid I can't talk to tech support. So, I spent my time talking to someone in customer service, who was emailing my questions and waiting for replies from tech support. Huh? If Customer service can answer the phone, why can't tech support. I guess customer service is immune to Covid over the phone, but tech support is not.


Sorry for the rant, but this is very frustrating and very costly financially with nothing to show for it.

[JFreak]

Did you buy perpetual license or subscription?