Latest post Mon, Oct 5 2015 8:15 PM by Marianna. 2 replies.
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  • Mon, Oct 5 2015 7:06 PM

    • Kingsride
    • Not Ranked
    • Joined on Wed, Apr 10 2013
    • Posts 68
    • Points 790

    Valid Support Plan but unable to update software

    Hi All

    Application Manager is showing I have a valid support and upgrade contract until May 2016.

    I am currently running version 8.4.0 on a perpetual license.

    When I try to update to Media Composer, 8.4.2 using the Application Manager, it says that Update is Not Allowed as I don't have an active support plan, the 'Account' tab however says that I have.

    Any ideas what I can do to resolve this?

    Thanks,

    Perry

     

    Macbook Pro Retina | 750GB | 10.10.5 | MC 8.4.2 | Symphony Option [view my complete system specs]
  • Mon, Oct 5 2015 7:10 PM In reply to

    Re: Valid Support Plan but unable to update software

    You should contact Avid Support.

    http://www.avid.com/US/support/support-contact

    Select Broadcast & Video, then on the next page click the + next to Contact Support and call the number listed for your area.  Help with activation issues is free, and it's option 2 from the phone menu.

    If you still don't get anywhere with them, send an email to Marianna Montague (marianna.montague@avid.com) or Gerald Gonzalez (gerald.gonzalez@avid.com).  They are customer advocates, and can help you.

    Media Composer 2018.12.1 w/Symphony/SS/PF options, HP Envy 17t-j100 Quad Edition laptop, Windows 10 Pro, Intel Core i7 2.4GHz, 16 GB RAM, nVidia GeForce... [view my complete system specs]

    "There is hardly anything in the world that some man cannot make a little worse and sell a little cheaper, and the people who only consider the price are this man's lawful prey."  - John Ruskin (1819-1900)

     

    Carl Amoscato | Freelance Film & Video Editor | London, UK

  • Mon, Oct 5 2015 8:15 PM In reply to

    • Marianna
    • Top 25 Contributor
    • Joined on Thu, Oct 13 2005
    • Avid
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    Re: Valid Support Plan but unable to update software

    Kingsride:

    Hi All

    Application Manager is showing I have a valid support and upgrade contract until May 2016.

    I am currently running version 8.4.0 on a perpetual license.

    When I try to update to Media Composer, 8.4.2 using the Application Manager, it says that Update is Not Allowed as I don't have an active support plan, the 'Account' tab however says that I have.

    Any ideas what I can do to resolve this?

    Thanks,

    Perry

     

    Hello, 

    Can you send me an email containing the error message you're receiving?

     

    Then we can sort it out this issue off forums.

     

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

    marianna.montague@avid.com

    mobile 813-493-6800

    Twitter:  avidmarianna

    Facebook: Marianna Montague

    www.avidcustomerassociation.com   |  Connect 2019 | April 6-7 | Aria, Las Vegas, NV

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