I purchased my upgrade today and also got the "On Hold in CS review message."   I purchased the upgrade directly from the Avid website and my system ID was already pre-filled in the drop down box.   Why is there a hold if Avid already has my system I.D. on file?

Patience and it should show up shortly Terry.

What version where you updating from?
Did you update from your Avid Application Manager?
If you go to your "My Account"  My Products   My Products and Subscriptions what show up there?

Hi Andrew,

AndrewAction:

What version where you updating from?

I upgraded from Symphony 7.0.3.    I don't plan to install the upgrade on my system yet--I'm in the middle of a project--but I want to make I've done everything I'm supposed to do before the upgrade window expires on Dec 31st.

AndrewAction:

If you go to your "My Account"  My Products   My Products and Subscriptions what show up there?

It still says "On Hold."   I received an email from Avid saying it's in review.   It just seems if my system I.D. is already on file, it should be instantaneous because I bought it directly from Avid.   But as long as I'm in under the deadline, I won't sweat it.

Happy New Year to All!

All of what I am asking is about the Licensing side.

Did you read all the relevant pdfs on the process (Links to found here)? 

Either a 8.3 Dongle or 8.3 Software activation will run 7.0.4.

I'm having the same issues here. Received my activation code from VideoGuys, downloaded software, updated my dongle and everything shows up in the application manager as good to go but upon starting Symphony I get the activation error message. When I go to "My Account" it says it's under CS review. Been like that most of the day now.

One oddity, when I went to uninstall MC/Symphony 7 the uninstall program would come back saying nothing to uninstall even though everything was showing up in my unistall programs window, everything was grayed out. In the passed it would simply unistall the previous version without any problems and I could move onto the latest version install.

I can only imagine much of this took Avid by surprise - meaning they were not really prepared to quickly work through the "On Holds". Two of the three I originally upgraded took a full day, the third took a couple of days. And ALL was expedited by the terrific input of Marianna Montague. I upgraded my 4th license early this am - and am still on hold. Not mission critical, as I just wanted to ensure to keep my perpetual licences "alive" before the 12/31 deadline; the one still "On Hold" has been submitted in a timely way, so at least that license too will remain active for the next year.

Of course an explanatory note from Avid concerning the "On Hold"s would have been helpful to put some of our concerns at ease. We can only hope that Avid learns from this, and makes the activation process much quicker in the future - and not to release a major upgrade at the start of the largest holiday season on most of N. America and Europe.

Thanks Keith for your sharing your experience. We're not cutting the next two days and like most here I was trying to get everything up to date before the 31st so I can afford to wait for the all clear from Avid. It does state in my Application Manager that the license on this machine is good until next December so there's that!

Terry Snyder:

I purchased my upgrade today and also got the "On Hold in CS review message."   I purchased the upgrade directly from the Avid website and my system ID was already pre-filled in the drop down box.   Why is there a hold if Avid already has my system I.D. on file.

Terry

Thats odd as all is see in your Master account is:

- Media Composer 7.0 Crossgrade from Symphony 6.5 Product(s)  

- Symphony 6.5 UPGRade from 6.x1 Product(s)  

- Symphony Option add on

- Media Composer—Standard Support (upgrade from Symphony)1 Product(s)  

I do not see the original license you bought as all of these are upgrades or add ones. Thats why it is ON HOLD Marianna 

Marianna:

I do not see the original license you bought as all of these are upgrades or add ones. Thats why it is ON HOLD Marianna 

I bought my original Symphony 6 license from Videoguys.  I originally installed it from the DVD that came in the box.  It also came with the same system ID I've been using ever since. 

Do I have to do anything else or just wait for the hold to clear?

Just wait for the ON HOLD to clear. Might take a day or so, as Customer Support is swamped beyond the max.

Hi

I´ve just been validated ..... so the updaterfile to my dongle has obvius been changed from the first updaterfile .... right after my payment ?? maybeee only an expiration date has been inserrted ?

So the first updater wasn´t much use ... why not wait until the validation has been completed ?

So you can at least move on without having to wait for that.

Job ter Burg:

Just wait for the ON HOLD to clear. Might take a day or so, as Customer Support is swamped beyond the max.

Then maybe they should either employ more staff, or work longer hours - the rest of the world does not use EST as a time standard.

Every "Mum & Pop" store on the net can provide their products as soon as the cash is in their bank.

I have made all of my Avid purchases from the Avid store - and I'm still waiting over 2 days for the "On Hold" to be cleared. No way to run a Railroad.

Gerry

gswilson:

Then maybe they should either employ more staff, or work longer hours

I'm not saying any of this is a smooth operation, but when you hint to folks working more hours when they are already going way beyond the call of duty on making this right for the customers, well, I have to say that doesn't sit well with me.

Also, I fail to see what your practical problem is, as you should be able to continue with your business while this is being sorted out. They at least made sure of that. So the purchased product is being provided. It requires a little more effort this one time as to getting System ID's sorted out.

If you knew how hard the team has been – and still is – working on this, during the holidays, I'm sure you wouldn't have written this.

I had to wait about two days for the activation to come through. My fear was that somehow I'd fall through the cracks and wake up on New Year's morning with an invalid support contract and a stuck-forever-at-v7 licence.

During the wait I could use my dongle with v7 and was able to test v8.3 on the 30 day trial. Once the contract was validated I did have to re-update my dongle (understandable, now that I think about it). It works fine with v8.3 (which btw is utterly brilliant! I'm sure I'll find some bugs soon enough, but at the moment, it's just tons of fun!).

So don't worry folks, all will be okay.

Marianna has also been an enormous help to me, solving a problem I had (and being very patient too). I don't know how much help she has and how many people Avid delegated to work through the Christmas/New Year break (probably too few), but they deserve plaudits and not criticism. Without a doubt they'll be working next week as well, helping people who bought support contracts at 11.59pm on December 31st solve their (umm, self-inflicted?) problems.

PS Since I started this thread, I do now regret the use of all those question marks and exclamation marks in the subject line. It is a bit loud and aggressive. Sorry...