Broken light XLR connector and broken is iLok USB port

[victorbraga98]

Hey guys, my church just got a brand new AVID SC48 and out of the box we noticed that the left light XLR connector is broken and the iLok USB on the right side of the console is unresponsive. It does not read iLok and no other USB devices work with it. iLok works fine on the other USB ports. Where would we get this serviced? We are in Southern California. This board was shipped to us by a seller in Orlando Florida. Hope I'm in the right forum. Thanks guys!

[crizdee]

Originally Posted by victorbraga98

Hey guys, my church just got a brand new AVID SC48 and out of the box we noticed that the left light XLR connector is broken and the iLok USB on the right side of the console is unresponsive. It does not read iLok and no other USB devices work with it. iLok works fine on the other USB ports. Where would we get this serviced? We are in Southern California. This board was shipped to us by a seller in Orlando Florida. Hope I'm in the right forum. Thanks guys!

Hi,

Welcome to the forum.

If this is brand new then contact the retailer who sold and shipped the item.

Assume it was an Avid dealer who you purchased it from? They should be your first call. A brand new item should arrive in perfect working order and not broken out the box.

Any chance it could have got damaged during transit? Was the box all ok and no damage?

Good luck getting it sorted.

Chris

[Kristo Kotkas]

Even if the light XLR could be very theoretically damaged in transit there is no way to kill the USB port that is situated inside the console by shipping damage. Sounds like you have an DOA unit, contact your dealer and let them sort it out.
I see the dealer you bought it from is across the country... situations like these are the ones promoting to buy from your local trusted dealer.. anyway, if the dealer suddenly becomes unwilling to help get in touch with Avid live sound tech support. US: +1 650-237-1711