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Support renewal problems

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Dermot Geaney
Support renewal problems
on Jan 4, 2016 at 8:44:01 pm

Hi,

Would anyone know Marianna Montague's email address? I'm getting mail returned from marianna.montague@avid.com because of invalid recipient.

My problem is support renewal. We have 2 seats and paid the support renewal almost a month ago but application manager is showing support as being expired since the middle of December. I think I read on a forum that anyone with problems with renewals should contact Marianna but the mail is being returned as undeliverable

We bought the support through a reseller here and he seems unable to sort out the problem which is why I'm trying to get in touch with Avid direct

Thanks


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Ricky Barrow
Re: Support renewal problems
on Jan 5, 2016 at 3:58:44 pm

We had the same issue but we use dongles. We logged onto the online Avid Master Account where the renewal was slow to be updated but finally came through. Our Dongle info. in the App manager still showed out of date but we downloaded the Dongle Updater File and when we updated through the App manager all was well.

Ricky


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Warren Eig
Re: Support renewal problems
on Jan 5, 2016 at 5:06:56 pm

I just got off the phone with Avid. They said this is a known bug in Application Manager and some system IDs. When I typed in my system ID in the phone queue, I got an automated response that my support contract had expired even though I renewed in December.

They are working to fix this.

Warren Eig
O 310-470-0905


email: warren@babyboompictures.com
website: http://www.BabyBoomPictures.com


REEL: http://www.babyboompictures.com/BabyBoomPictures/Reels.html


For Camera Accessories - Monitors and Batteries
website: http://www.EigRig.com



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Per Scaffidi
Re: Support renewal problems
on Jan 5, 2016 at 7:16:14 pm

I've had the same problem for a year since I upgraded to 8. They logged it as a bug but haven't been able to fix it.

My main beef is that to even get through to support, you need to enter your system ID...which doesn't work since it doesn't recognize it. So every time, I have to hit the other option (new customers or whatever it is), explain my situation for the umpteenth time, and then get transferred to support.

HOWEVER, the one time I called they gave me a "one-time use" support code which I've been able to use for a few months now to get through to support as needed. Maybe you'll be as lucky...


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Glenn Sakatch
Re: Support renewal problems
on Jan 6, 2016 at 2:53:46 pm

you don't need to enter your system id when you call support.

I've had this happen 2 years in a row now. Last week I noticed my license had expired, even though I renewed at the start of December.

call 1 800 800 AVID and then I think you press for video support, and licensing issues. No need to enter a system ID.

Glenn


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Per Scaffidi
Re: Support renewal problems
on Jan 6, 2016 at 3:39:36 pm

Right, but the problem is that the system ID issue is an ongoing bug, and hasn't been fixed yet. So every time you talk to licensing, you have to explain the problem and have them transfer you to technical support. It's just a couple minutes of wasted time every time you call.


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Glenn Sakatch
Re: Support renewal problems
on Jan 6, 2016 at 4:06:11 pm

There is no doubt the system doesn't work. I don't think it has worked since they implemented it. I thought the original comment was saying that you had to had to enter a current system ID to get through to a person.

I've heard a few people state this in the past as well.

I'm simply saying, that the correct path will in their phone support system will work to get to a person without entering any information.

Both times I've had this issue the person in licensing has fixed the problem for me without a second transfer. Obviously you do need to know your ID number at some point for them to get everything going.

At least this time i didn't have to request a new dongle update because the software updated. I had to do that the last time as well.

As happens with a lot of systems...the more they make things better for them, the worse it becomes for us.

Glenn


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Warren Eig
Re: Support renewal problems
on Jan 13, 2016 at 5:55:11 pm

Application Manager Update out today fixes this problem. FYI!

Warren Eig
O 310-470-0905


email: info@babyboompictures.com
website: http://www.BabyBoomPictures.com



For Camera Accessories - Monitors and Batteries
website: http://www.EigRig.com



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