1. Don’t panic.
2. We have trained ACRS-certified support staff with over 30 years of experience, capable and willing to solve your problem. Please note that phone (055 280 50 62), video call, or email support is not free, normal hourly rates apply. Call for details. Priority support with guaranteed response time is subject to a service contract.
3. Below the most important links to help yourself. Keep this page open when you call us.
Concerning Pro Tools support, below few things to check before we dig deeper to save time.
– What have you done so far to solve the problem?
– Have you searched for a solution with Google?
– Is there a thread in the Avid FAQ that discussed and solved your issue already?
– Did you find anything helpful in the manual?
– Do you have an active Avid Upgrade and Support Plan?
– Do you have an active SEC Support plan? If not, support (email, phone, video call) will be charged at hourly rate.
– Exact host computer model?
– Did you check if your Computer is supported by Avid: http://avid.force.com/pkb/articles/compatibility/Pro-Tools-System-Requirements
– Exact OS version?
– Did you check if your OS is supported by Avid: http://avid.force.com/pkb/articles/en_US/Compatibility/Pro-Tools-Operating-System-Compatibility-Chart
– Pro Tools and version (Pro Tools Studio, Pro Tools Ultimate, 11.3, 2018.7 etc.)
– Installed Hardware? (Pro Tools HDX, Pro Tools HD Native PCIe/Thunderbolt, audio interfaces)
– Please check if you’ve installed the latest hardware drivers for your System
– Is your iLok manager up to date?
– Other Hardware? (Avid S1, S3, S4, S6, Artist Mix, 3rd Party consoles)
– Did you trash preferences already and restarted Computer? – If not, you can try the PG PT Prefs Trasher application
Pro Tools Activation
Instructions how to configure iLok and Avid accounts and authorize Pro Tools:
http://avid.force.com/pkb/articles/en_US/how_to/ActivationCard
Pro Tools latest version System Requirements
Pro Tools and Pro Tools Ultimate
http://avid.force.com/pkb/articles/compatibility/Pro-Tools-System-Requirements
Please complete this form to open a support ticket. If you have a hardware problem, please always state the serial number and if it’s Avid hardware or software, the system ID. Thank you very much!