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#21
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Re: Cannot update Dock Firmware?!!
Is this a newer Dock. There was a known issue with some memory chips that fail the firmware update. Only fix is to return to Avid for a replacement, Sorry.
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#22
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Re: Cannot update Dock Firmware?!!
Quote:
Is there a serial number range for the affected units? I've just bought one, and am having the same issue with firmware updates. I want to be sure I can get a replacement that doesn't have the issue. Major PITA. Cheers Stephen |
#23
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Re: Cannot update Dock Firmware?!!
I'm not sure how old this borrowed unit is. The Avid product label on the box says 061021
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Mac Studio M1 Max 64GB | Mac OSX Ventura 13.6.4 | Pro Tools Ultimate 2024.3 | Focusrite Pro Red4Pre connected via HDX w/ Sonnet Echo III-D Chasis| |
#24
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Re: Cannot update Dock Firmware?!!
Sorry about this. Please open a ticket with Avid or if its very new contact your dealer.
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#25
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Re: Cannot update Dock Firmware?!!
Quote:
Why don't Avid do a recall? Is it because of the cost involved? Why put this burden of time, cost and repair on the customer? Is it because at least the company makes the sale before the fault is addressed? A responsible company who respect their customers would recall a faulty product before the sale. |
#26
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Re: Cannot update Dock Firmware
Unfortunately, Avid were supplied with a batch of memory chips that were used in Docks over the past year or more. Of the Docks shipped in the past 2 years we are seeing a few with the failed chip. This is currently a small percentage. A recall wouldn't make sense and disrupt many more customers(unnecessarily), and it would delay the few users that do have the issue. Again, I'm sorry this happened, we didn't do it intentionally, we didn't know they were going to fail, and have a system in place to get this sorted for anyone that experiences this.
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#27
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Re: Cannot update Dock Firmware
Quote:
Also, how would a recall disrupt "many more customers unnecessarily"? Those customers who got Docks without the fault are not affected. Those who, like me, purchased a brand new flashy BRICK are extremely disrupted, and out of pocket! If you had contacted dealers and told them which serial numbers are affected, I wouldn't be wasting my time asking these questions but instead, would have a working Dock with upgraded firmware. Quote:
It's insulting to say you didn't know they would fail. It's also laughable to say that you have a system in place to get this sorted. It should never have happened. In the likely case there is not another working Dock in Australia, this brick I bought will need to be sent overseas for repairs of an issue that yuou knew existed but did nothing about. This will take at least a month. What a joke. This is a truly excruciating process, and I wish I'd never bought anything from Avid. |
#28
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Re: Cannot update Dock Firmware
Please reread my post. We do not know which chips are faulty and out of thousands only a few have failed. To recall 4000 Docks to check and repair would leave 4000 customers without Docks for an extended period of time. Again...we do not know which serial numbers are affected other than the past two years. This only effects a small number of customers and an even smaller number have to return their unit for repair as within 30 days of purchase you get an instant replacement.
I understand your frustration, but your assumptions are not true. |
#29
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Re: Cannot update Dock Firmware
Locking this thread and pinning to the top of the forum. If you have a Dock that cannot update the firmware, please open a ticket with Avid. If its within 30 days, you can get a direct replacement from either Avid or your dealer. If it’s outside of the 30 days since original purchase, we have a program to exchange the faulty unit as well.
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