Latest post Fri, Feb 23 2018 12:16 PM by mrsglr_post. 11 replies.
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  • Sun, Feb 11 2018 6:04 AM

    Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    We can't believe what happens here atm. After still having issues to get Avid 2018.1 running smoothly we also have to face additional hardware challenges now. Newly purchased Avid artist series (Mix, Color, Transport) controllers for our third editing desk in the second level production offices, but with lots of issues from the frist day ... And everybody who knows me here, wonders that I seem to have no clue what to do with it now. I feel lost with a loss of a lot of money. I am known for solving hardware issues and for handling hardware very very carefully and advocating for carfeful handling all the day to the team. Destressed cable-conncetions, soft equipment moving, double careful packaging, no hard pushes and smart handling while installing (taking care about what your hands are doing and how hard they press, etc), etc. I am a monk in such things and very very careful. But with no avail for this new - but kind of broken - hardware.

     

    The artist mix turned on only 2 times. That's it for now. Now  I can't turn it off no more and it is freezed. How it happend?: After first testing I had to turn it OFF and unplug the power cord to move it on the desk a little bit to the left. And to make sure that no cable gets stressed I pull all cables off for the move of course. Then I wanted to reconnect the power cable and was wondering that the device turned ON already by connecting even before I pressed the ON button. So, if the power cable is connected, the device is ON already and is doing nothing now, the Eucon mangement tool does not find it and it only shoes the AVID screen on each track.

     

    The Artist transport seems to turn OFF sometimes without warning and I have to turn it ON 2, 3 times until it keeps being on. Additionally the shuttle ring seems to do nothing and can not be programmed to make any sense. The jog shuttle needs to be activated with an additional button but this sadly turns OFF the timecode in the controller window just to show the word "jog" ?!

     

    Additionally to all of this issues the Euphonics sub domain of avid.com seems to be offline randomly and it is hard to find a proper support contact for this. :/ It is quite frustrating to purchase these expensive controllers and to feel left allone with it now for a middle sized company.

     

    Does anyone has some ideas what we can do by by ourself to make these controllers work at least minimum stable? Or do I need to send them all to Avid now? Even if newly purchased?

     

    The even worsed part of it is, that we purchased it already some time before because we knew that we will have the third editing room build up next. But this is some time ago now and I can't exchange the hardware by the dealer.

  • Mon, Feb 12 2018 2:43 PM In reply to

    • Marianna
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Let me get on this for you and see what we can do to fix this......

    I will email you directly...

    Marianna

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

    marianna.montague@avid.com

    mobile 813-493-6800

    AOL IM:  avidmarianna

    Twitter:  avidmarianna

    Skype: mariannamontague

    WWLD

  • Tue, Feb 13 2018 8:44 AM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Marianna:

    Let me get on this for you and see what we can do to fix this......

    I will email you directly...

    Marianna

    Thank you Marianna. Very much appreciated. We would love to hear from you. How do we get in contact? There is nNo message in my mail account yet so far. Greetings from Berlin.

  • Tue, Feb 13 2018 4:16 PM In reply to

    • Marianna
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Email me directly

    marianna.montague@avid.com

    Need your My Avid email

    Unit serial

    where you bought it

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

    marianna.montague@avid.com

    mobile 813-493-6800

    AOL IM:  avidmarianna

    Twitter:  avidmarianna

    Skype: mariannamontague

    WWLD

  • Thu, Feb 15 2018 12:47 PM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Thanks for your support Marianna. We recieved an email from the avid support mail account with a request to send a purchase receipt as a proof of purchase. We did it yesterday and wait for response. We put you in CC.

  • Thu, Feb 15 2018 2:14 PM In reply to

    • Marianna
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Happy to help out.... keep me posted please!

    Marianna

    Director of Online Communities and Forums/Customer Advocate [view my complete system specs]

    marianna.montague@avid.com

    mobile 813-493-6800

    AOL IM:  avidmarianna

    Twitter:  avidmarianna

    Skype: mariannamontague

    WWLD

  • Fri, Feb 16 2018 12:55 PM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    No respone until now ... [Case : 03402775]

  • Fri, Feb 16 2018 4:36 PM In reply to

    • rodpaul
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    Sorry to hear of your troubles - Euphonix gear an acquired taste. There is much experience, especially with connectivity, on forums, mostly audio, although the protocols are the same. Artist Mix severely limited with MC for some reason, but it can be useful and is better than mousing it. I have an Artist Color patched into Baselight for Avid. It is an exquisite combination, but I hear many compalints about the interface with Symphony CC, which seems odd. There are no lags or interface issues at all with Baselight, and I was surprised to see Color headed for EOL. Can't imagine corrections without a panel. Good luck - once you get the connectivity under control things should be a lot easier. Don't know anything about Transport.

    Dell T3600T 12 Cores 3.5 ghz Intel 32GRAM K4200 Windows 10 [view my complete system specs]
  • Fri, Feb 16 2018 5:25 PM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    rodpaul:

    Sorry to hear of your troubles - Euphonix gear an acquired taste. There is much experience, especially with connectivity, on forums, mostly audio, although the protocols are the same. Artist Mix severely limited with MC for some reason, but it can be useful and is better than mousing it. I have an Artist Color patched into Baselight for Avid. It is an exquisite combination, but I hear many compalints about the interface with Symphony CC, which seems odd. There are no lags or interface issues at all with Baselight, and I was surprised to see Color headed for EOL. Can't imagine corrections without a panel. Good luck - once you get the connectivity under control things should be a lot easier. Don't know anything about Transport.

    Thanks for your insides, rodpaul. Very kind of you to chime in with your thougths on this. But we are not satisfied at the moment in the studios here at all. Nevertheless, Our previous comment was rather regarding the open unanswered ticket and the obvious powering hardware failure of a newly purchased product, which is not acceptable for a one thousand Euro controller. Sadly the certified local dealer is not responding, which is already quite dubios if you ask me, and if the dealer keeps being silent on this, we will surely warn our industry partners here in Germany (TV,Music,Film) and willl black-list this shop. We will report back here when it becomes 100% sure.

    And until now, I only have a purchase proof request (already answered), and a take over info mail from an Avid support center "investigating" the case. We are quite curious where this goes ...

  • Wed, Feb 21 2018 2:04 PM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    ... this is an email copy for the mail recipients, since the mail exchange between ACC and us seems tbroken ...

    (long text deleted)

    As we noted here: we remove this post since the Avid Customer Care (Support) has contacted us with new informations.

  • Wed, Feb 21 2018 3:44 PM In reply to

    • DStone
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    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    I think a big question is what are the consumer protection laws in your country? Here in the US, protection laws are generally at the state level (and where I live there are very good consumer protection laws). The issue is the warranty is a kind of implied contract. If it says the warranty is for 1 year, then it's 1 year (where I live one can actually argue it's 1 year from date of delivery and not date of purchase).

    Here's where things get interesting for those of you in the European Union. There is actually an implied 2-year guarantee under EU directive 1999/44/EC. To quote part of it:

    "A two-year guarantee applies for the sale of all consumer goods everywhere in the EU. In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period."

    It's possible for a EU state to not have implemented this directive (it was implemented in the UK; at least until Brexit happens). So check to see if it's being enforced where you live. You are required to show that the fault is inherent in Artist box (part of the directive) and that it wasn't abused in any fashion. All things considered, you may actually have a required warranty repair. Just check on that directive.

    DIY quad core I7-4790K, 16Gb, NVidia GTX 970 4GB, Win 10 Pro, MC 8.x (generally the latest or the one just before), MC 7.x [view my complete system specs]

    Dave S.

  • Fri, Feb 23 2018 12:16 PM In reply to

    Re: Newly purchased Avid artist series (Mix, Color, Transport) with lots of issues

    DStone:

    I think a big question is what are the consumer protection laws in your country? Here in the US, protection laws are generally at the state level (and where I live there are very good consumer protection laws). The issue is the warranty is a kind of implied contract. If it says the warranty is for 1 year, then it's 1 year (where I live one can actually argue it's 1 year from date of delivery and not date of purchase).

    Here's where things get interesting for those of you in the European Union. There is actually an implied 2-year guarantee under EU directive 1999/44/EC. To quote part of it:

    "A two-year guarantee applies for the sale of all consumer goods everywhere in the EU. In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period."

    It's possible for a EU state to not have implemented this directive (it was implemented in the UK; at least until Brexit happens). So check to see if it's being enforced where you live. You are required to show that the fault is inherent in Artist box (part of the directive) and that it wasn't abused in any fashion. All things considered, you may actually have a required warranty repair. Just check on that directive.

    Thanks for your time and thoughts on this. Yes, as already stated in the posts before, we have the 2 years customer warranty in Germany, but as you may also know, it can be hard and often become impossible to successfully trigger it, often not without a court procedure. Especially when the customer has serious reasons to ask for terminating the purchase contract. But new informations are on the way and we will post back.

    Thanks for all the effort and informations you gave. Have a nice weekend.

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