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Old 01-16-2014, 01:21 PM
Zarabozo's Avatar
Zarabozo Zarabozo is offline
Join Date: Jul 2010
Location: Mexico City
Posts: 513
Default How can I get help from Avid for a bad Eleven Rack unit?


I have an Eleven Rack that, according to some research here, it's a bad unit. It doesn't work a 44.1 Khz, only at other sample rates.

The problem I have is that I noticed this problem long after I was out of warranty. I don't have any support code to contact Avid and I can't find a way to even ask them what to do to have it fixed, and if even when they know this is a problem from them, I'll be charged something for having it fixed.

Also, I live in Mexico City and bought the Eleven Rack from an authorized dealer in the US, who sent it to Mexico for me.

Can anyone give me some advice on how to get help or information from Avid on how to proceed? Is it possible that someone from Avid here can help me a little bit?

Thanks in advance!

The audio world is full of (mainly very expensive) placebos.

Windows 10 Pro 64 Bit
Pro Tools Ultimate (subscription)
Focusrite Clarett 8preX, Focusrite Clarett Octopre, Eleven Rack (ERXP)
Monitors: Yamaha MSP7 and Yamaha HS8S
Asus Prime 299X Deluxe (in a 4U slidable rack mount! )
Intel Core i9-7940X 4.3 Ghz (14 cores / 28 threads)
128 GB RAM Kingston HyperX Fury DDR4 3400 MHz (8 modules 16GB each)
Boot disk: Samsung 970 Pro M.2 1TB
Media disks: 2nd Samsung 970 Pro M.2 1TB for current work, 2 x Seagate Barracuda Pro 10TB mirrored for archive and backup
Video: Asus/Nvidia GTX 1080 TI with a single 4K monitor Dell P2715Q
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Old 01-16-2014, 01:32 PM
Darryl Ramm Darryl Ramm is online now
Join Date: Nov 2010
Location: USA
Posts: 15,912
Default Re: How can I get help from Avid for a bad Eleven Rack unit?

You can call Avid support (presumably you have to call the USA), navigate the menu and get to "hardware repair" and talk to somebody. This does not require an ASC.

Have the serial number of the Eleven Rack handy (don't post here). If its a Rev E. unit then its suspect. Explain that and the symptoms to the rep, they should know about this. I have no idea but if they can arrange an RMA for you in Nexico or how that would work.

You could also start with the Mexican repair provider and ask them, they may be able to contact Avid for you or already know about this issue are be able to repair it, maybe for free or maybe for a reduced price. See http://avid.force.com/pkb/articles/en_US/faq/en210711

Other folks here may have better suggestions.
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Old 01-16-2014, 01:41 PM
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Benoni Benoni is offline
Join Date: Oct 2008
Location: Right Behind YOU!!
Posts: 9,877
Default Re: How can I get help from Avid for a bad Eleven Rack unit?

As mentioned, if you want to contact Avid, you should go through the Support Portal.


Windows 11 Pro | macOS 12
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Old 01-16-2014, 01:41 PM
guitardom guitardom is offline
Join Date: May 2004
Location: New Mexico
Posts: 6,805
Default Re: How can I get help from Avid for a bad Eleven Rack unit?

Verify your computer is not trying to use the Eleven rack for system sounds. It will cause this issue.


TRASHER Pro Tools Utility(updated 3-6-18)

HD Native, Avid 16x16, Eleven Rack, Focusrite Clarett 8preX, UA Quad Apollo TB.

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