Unable to Register New Avid Carbon...

[Sparky1]

Hello Everyone.

Just got my Avid Carbon a few days ago - and now have it set up and running. So far... so good...

I have been trying for a couple of days to register this product - but keeep getting an error message indicating I have an invalid serial number.

This was purchased in Canada from a reputable dealer.

I have a card that came with it with a Redemption Code and Serial number on it. The serial number on the card matches the one on the box.

When I try and use the QR registration method - I get the 404 page error code...

I have tried 3 different browsers as well, Firefox, Safari & Chrome - all on a Mac.

I am also using Pro Tools Studio with an active and up to date perpetual license…


Any suggestions?

Thanks,

Sparky

[K Roche]

Originally Posted by Sparky1

Hello Everyone.

Just got my Avid Carbon a few days ago - and now have it set up and running. So far... so good...

I have been trying for a couple of days to register this product - but keeep getting an error message indicating I have an invalid serial number.

This was purchased in Canada from a reputable dealer.

I have a card that came with it with a Redemption Code and Serial number on it. The serial number on the card matches the one on the box.

When I try and use the QR registration method - I get the 404 page error code...

I have tried 3 different browsers as well, Firefox, Safari & Chrome - all on a Mac.

I am also using Pro Tools Studio with an active and up to date perpetual license…


Any suggestions?

Thanks,

Sparky

The only suggestion I have is you might want to post in the Licensing and Accounts sub forum
https://duc.avid.com/forumdisplay.php?f=143

[Extreme Mixing]

Same thing here. Contact the dealer. They need to resolve it with Avid. It took two weeks but everything turned out fine.

Steve

[Sparky1]

Originally Posted by Extreme Mixing

Same thing here. Contact the dealer. They need to resolve it with Avid. It took two weeks but everything turned out fine.

Steve

Opened a case with Avid a few days ago.

They asked for a copy of my receipt and serial number - which I was happy to provide.

So now I’ll just wait 2 weeks as you did and see what happens.

Sparky

[MarkH]

Have you tried entering the code on the card? You need to use that code, not the serial number, to register.

https://www.avid.com/redemptioncard

[Sparky1]

Originally Posted by MarkH

Have you tried entering the code on the card? You need to use that code, not the serial number, to register.

https://www.avid.com/redemptioncard

Yes…

Sparky

[Extreme Mixing]

Originally Posted by MarkH

Have you tried entering the code on the card? You need to use that code, not the serial number, to register.

https://www.avid.com/redemptioncard

That doesn't work. Avid needs to reset the computer file and give you a new code. They will resolve this. I tried entering the number manually and using the iPhone to scan the code. It doesn't work. Avid will take care of it.

Steve

[Sparky1]

Just an update.

Avid got back to me and has successfully resolved my issue.

Definitely can't complain about their customer support.

Thanks Avid!


Sparky

[K Roche]

Good news
Enjoy the Carbon I am loving the heck out of mine...

[Sparky1]

Originally Posted by K Roche

Good news
Enjoy the Carbon I am loving the heck out of mine...

Thanks - me too!


Sparky