Latest post Wed, Oct 7 2015 1:28 PM by MojoJojo. 5 replies.
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  • Sun, Oct 4 2015 10:02 AM

    • MojoJojo
    • Not Ranked
    • Joined on Fri, Aug 10 2007
    • Malmoe, Sweden
    • Posts 72
    • Points 785

    Cannot update Media Composer

    I cannot update media composer through Application Manager (I have a basic support contract with the Symphony option). I used my one monhtly phone call and they told me to make a support ticket on Avid.com. I updated two weeks ago buy uninstalling and downloading the new version from Avid.com and that worked. But now there is a new verison out and I don't wanna do that every time!

    How do you make support ticket on Avid.com? Their web page is extremely confusing. Every time I click support I only come to pages where they want me to pay for stuff or I come here to theforums.

    Any ideas why I cant upgrade? How to make a support ticket?

     

    Thank you guys!

    /M

     

     

     

     

     

     

    MC Soft w Mojo SDI, Xpress Pro, Meridien, DV [view my complete system specs]
  • Sun, Oct 4 2015 11:55 AM In reply to

    Re: Cannot update Media Composer

    MojoJojo:
    Any ideas why I cant upgrade?

    What happens when you try? Do you get an error message?  Anything?

    Media Composer 2018.12.5 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

  • Sun, Oct 4 2015 12:05 PM In reply to

    • MojoJojo
    • Not Ranked
    • Joined on Fri, Aug 10 2007
    • Malmoe, Sweden
    • Posts 72
    • Points 785

    Re: Cannot update Media Composer

    Hi camoscato

    Yes. I get an error message: "Update Not Allowed: Software updates are only avaliable with an active Support plan. Please go to shop.avid.com to purchase the latest version of software."

    But I do have an active support plan that I pay annually for and the support guy at Avid confirmed this. He did not know why I had the error and asked me to make a support ticket online. He also told me to download the app from Avid.com after making a full uninstal.... But I don't want to do that ten times a year :( (But it did work but took some time.)

    Thank you,

    M

    MC Soft w Mojo SDI, Xpress Pro, Meridien, DV [view my complete system specs]
  • Sun, Oct 4 2015 12:14 PM In reply to

    Re: Cannot update Media Composer

    Normally I'd say 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.

    But since you're not getting anywhere with them, you should send an email to Gerald Gonzalez at Avid.  He's one of their customer advocates, and can help you.  gerald.gonzalez@avid.com

    Media Composer 2018.12.5 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

  • Tue, Oct 6 2015 4:56 PM In reply to

    • Marianna
    • Top 10 Contributor
    • Joined on Thu, Oct 13 2005
    • Avid
    • Posts 10,284
    • Points 219,195
    • Avid Beta Moderators
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    Re: Cannot update Media Composer

    MojoJojo:

    I cannot update media composer through Application Manager (I have a basic support contract with the Symphony option). I used my one monhtly phone call and they told me to make a support ticket on Avid.com. I updated two weeks ago buy uninstalling and downloading the new version from Avid.com and that worked. But now there is a new verison out and I don't wanna do that every time!

    How do you make support ticket on Avid.com? Their web page is extremely confusing. Every time I click support I only come to pages where they want me to pay for stuff or I come here to theforums.

    Any ideas why I cant upgrade? How to make a support ticket?

     

    Thank you guys!

    /M

     

     

     

     

     

     

    Hello,

     

    Were you able to contact our Customer support?

    Please send me an email off forums and I can assist/provide you the steps on how to file a support case.

    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

  • Wed, Oct 7 2015 1:28 PM In reply to

    • MojoJojo
    • Not Ranked
    • Joined on Fri, Aug 10 2007
    • Malmoe, Sweden
    • Posts 72
    • Points 785

    Re: Cannot update Media Composer

    I could not file a support case on Avid.com because it did not recognise my system ID even though I copy/pasted it directly from "my products" on Avid.com. I got contacted by a wonderful Customer Care Specialist who confirmed that there was a problem with their web page and that there was not a problem with my system ID.

    I was told that:

    1. Application manager is flawed but will be fixed in the future - continue to download and uninstall/reinstall for now

    2. There is a problem with the web page that does not allow me to file a support ticket and this will be fixed in the future.

    So nothing got solved really but they were honest and I know now that all I can do is wait so it kind of got solved. Feels a bit better anyhow :)

    X,

    M

    MC Soft w Mojo SDI, Xpress Pro, Meridien, DV [view my complete system specs]
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