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  #1  
Old 04-12-2024, 04:27 AM
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tetonica tetonica is offline
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Default Wrong Expiration Dates on Support Extension?

Recently I renewed my permanent license support plan but the new expiration date is wrong.

Instead of expiring on the original anniversary date of my permanent license (May 1st) is expiring on the anniversary date of when I renewed the support plan (March 30th?).

Is anyone else experiencing this issue? I've opened a support case but I'm creating this post for awareness in case this is not an isolated issue
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  #2  
Old 04-12-2024, 06:28 AM
sw rec sw rec is offline
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Default Re: Wrong Expiration Dates on Support Extension?

From everything I’ve read, Avid is indeed reinstating your “support” plan as soon as you buy it. Buy from a trusted vendor like Sweetwater and you can activate the new code at the end of your current support plan. Avid is aware, but I can’t say for sure whether or not they’re working on a fix for it.

Last edited by sw rec; 04-12-2024 at 07:16 AM.
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  #3  
Old 04-12-2024, 07:00 AM
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Default Re: Wrong Expiration Dates on Support Extension?

Hi tetonica,

Can you share your case number so I can check your record as well? I'm suspecting that you were given a reinstatement instead of a perpetual upgrade plan which only extends the date based on the current expiration date.
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  #4  
Old 04-12-2024, 07:41 AM
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tetonica tetonica is offline
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Default Re: Wrong Expiration Dates on Support Extension?

Quote:
Originally Posted by cvicente22 View Post
Hi tetonica,

Can you share your case number so I can check your record as well? I'm suspecting that you were given a reinstatement instead of a perpetual upgrade plan which only extends the date based on the current expiration date.
Thanks Charles! The case number is 04787361. Yes it sounds that the system did a re-instatement instead of a renewal. Thanks again!
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  #5  
Old 04-12-2024, 08:12 AM
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Default Re: Wrong Expiration Dates on Support Extension?

You're welcome tetonica! Yes it was a reinstatement. I've already informed our support team to make some adjustment.
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Charles
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  #6  
Old 04-12-2024, 08:19 AM
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audiobob audiobob is offline
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Default Re: Wrong Expiration Dates on Support Extension?

Quote:
Originally Posted by tetonica View Post
Recently I renewed my permanent license support plan but the new expiration date is wrong.

Instead of expiring on the original anniversary date of my permanent license (May 1st) is expiring on the anniversary date of when I renewed the support plan (March 30th?).

Is anyone else experiencing this issue? I've opened a support case but I'm creating this post for awareness in case this is not an isolated issue
Yes, this happened to me last week. Started a support case and as of this morning there has been no progress after 10 days.
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  #7  
Old 04-12-2024, 09:01 AM
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cvicente22 cvicente22 is offline
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Default Re: Wrong Expiration Dates on Support Extension?

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Originally Posted by audiobob View Post
Yes, this happened to me last week. Started a support case and as of this morning there has been no progress after 10 days.
We apologize about the delay. Can you share your case number here as well so I can coordinate your concern?
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Charles
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To create an Avid Support Case, you may go to https://avidtech.my.site.com/avidsup...t-support-page
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  #8  
Old 04-12-2024, 09:47 AM
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Default Re: Wrong Expiration Dates on Support Extension?

Quote:
Originally Posted by cvicente22 View Post
We apologize about the delay. Can you share your case number here as well so I can coordinate your concern?
04782051

Thank you.
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  #9  
Old 04-12-2024, 09:50 AM
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cvicente22 cvicente22 is offline
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Default Re: Wrong Expiration Dates on Support Extension?

Quote:
Originally Posted by audiobob View Post
04782051

Thank you.
Thanks! I checked and this issue was affected by a bug under DTIQA-2525. I've also informed them regarding your follow up. We apologize about the inconvenience.
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Charles
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  #10  
Old 04-14-2024, 10:11 AM
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Default Re: Wrong Expiration Dates on Support Extension?

Quote:
Originally Posted by cvicente22 View Post
Thanks! I checked and this issue was affected by a bug under DTIQA-2525. I've also informed them regarding your follow up. We apologize about the inconvenience.
Thank you Charles!
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