Despite the fact that we are still within two months of expiration of our Standard Support contract for the year, and although the dongle S# and System ID's show a Dongle Download link in the My Product page, the dongles appear to not be in the avd file database. Avid Link says they aren't found when attempting to update the dongle and the attempt to download the avd file from the individual dongled product page fails, saying the license is "not supported for redemption" (I accessed the avd file to test it from one of our other licenses' software activation product pages). dongles do show up in Avid Link, with an expired license date of the previous year (2020), although the my product page happily shows another 57 days left this year
I don't know where to start to get this straightened out. I remember this happening years ago and a voice call to support got it fixed as the nice young gentleman saw that we DID have the support contract, and sent me an updated avd file containing the dongle S#'s in question. Something to do with the third party reseller and Avid not being on the same page. Easily fixed. By a human.
But now I call the support line and I discover that standard support doesn't include human voice anymore. Submitting a support case website is just plain weird, I won't go into the weird interface there, but it's not encouraging. Like poke in the eye not encouraging.
I want to say that this has something to do with Avid Link version and us staying a few cycles behind flashing those dongles because we don't upgrade when we don't need to do so. But either way, I've got 5 dongles dead in the water and no functioning avd file, and the dongles showing in Avid Link as a year out of contract, though with two months left in My Products. And no soothing helpful CSR who can see the problem and email out a corrected avd.
Any idea here, anybody?
Hi croberts,
AFAIK, you need to go to your My Products page, and for each of your 5 dongled licenses, you need to download an individual Dongle updater file. Then you need to use each of these on the dongle for that particular license.
Looks like you are on active support but your dongles haven't been updated in more than a year, hence the dongles not 'knowing' about your license status.
I have pinged Raff to make him aware of your issue. This sounds to me like it should be an easy fix.
Job is spot on. You need to blast the Dongle once a year to update the license. In the My Avid Under My Products and Subscriptions, find the system you intend on upgrading. Click Download Dongle Updater File. You will be prompted to enter the Dongle Serial Number (DongleID). Full details how to update the Dongle here.
I checked your master account, one of the MC license has an Avid Elite Support plan you can use this systems ID to call support.
Thanks,
RalphC
RalphC: I checked your master account, one of the MC license has an Avid Elite Support plan you can use this systems ID to call support.
I forwarded the screenshots to support.
Thanks Ralph
Can you try your Systems ID ending in ******5017, try to call support see if you can get through report back.
Hi Ralph,
Sorry if it wan't clear somehow. I have tried that Sys ID (both for downloading the avd and trying to get through to support using the system id at the automated switchboard) about 20 times now. Just did it again (for both). Same error message I attached above on MyProducts. Same auto-denial of the sys ID for support and subsequent hang up.
I'm also putting a call through to our reseller, as perhaps they can get through to support and get it cleared up that the licenses are active.
I appreciate you keeping this on a visible radar! If I get something resolved via the reseller, I'll def circle back and report resolution.
Finally circling back, thanks to all, support resolved the problem (it was a server-side dongle blaster problem, whew!)
You never know what a piece of plastic is really worth until it doesn't start MC for a few days! Flop sweat!
Happy to hear it was sorted out!
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