Latest post Tue, Jul 16 2013 11:18 PM by Marianna. 4 replies.
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  • Mon, Jul 15 2013 1:56 AM

    • PLM
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    Symphony 6.0 Dongle update failed on Mac

    Hi there,

    I have just purchased a Cross-grade upgrade from FCP to Symphony 6. I haven't even installed it yet but I have a dongle from my Xpress Pro so decided to update the dongle. It all seemed to go well until I got a 0 byte updater file.

    Now my activation code doesn't work and I don't know how to contact the UK Avid support. Do I have to purchase an ASC for £149  which would be very unfair as it's brand new software.

    Thanks

    Rod

  • Mon, Jul 15 2013 2:17 AM In reply to

    • jwrl
    • Top 25 Contributor
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    • Melbourne, Australia
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    Re: Symphony 6.0 Dongle update failed on Mac

    If you bought the FCP crossgrade you don't have the Xpress DV update.  Unless you buy a dongle for the Symphony install you have a software authorisation license only.

    You should be able to get help from Avid anyway, since you've never really successfully activated Symphony.  Contact them, spell out what happened, and see what they can do for you.

    MC 7.0.4 - Asus P6T Deluxe V2 mobo - Intel i7 920 2.66GHz - Windows 7 Ult64 SP1 - nVidia Quadro FX 1800 - 16 Gbyte low latency DDR3 RAM - Internal 8 Tb... [view my complete system specs]
  • Mon, Jul 15 2013 1:17 PM In reply to

    • Marianna
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    Re: Symphony 6.0 Dongle update failed on Mac

    PLM

    as JWRL already stated you can not use an existing dongle which has its own system ID/Dongle serial with a new license which the FCP to Symphony would be.

    Ping me on email and I can assist you.... 

    Marianna

    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

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  • Tue, Jul 16 2013 11:09 PM In reply to

    • PLM
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    • Joined on Mon, Jul 15 2013
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    Re: Symphony 6.0 Dongle update failed on Mac

    Thank you both for your advice. I called "Avid Customer Success" the next day and it was sorted out in a few hours once it was escalated to level 2. They emailed me another updater file which has replaced my Xpress Pro license with a Symphony 6 license.

    So all is good. Cheers.

    Rod

  • Tue, Jul 16 2013 11:18 PM In reply to

    • Marianna
    • Top 25 Contributor
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    Re: Symphony 6.0 Dongle update failed on Mac

    Glad you are up and running and we took care of it for you.

    Marianna 

    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

    WWLD

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