From our experience in the last week, the recent macOS updates have broken Avid Link, and we're unable to activate or deactivate any systems.

We've seen this on about 10 systems so far, Intel and M1, with macOS 12.7.3 and 13.6.4. 

Avid Link 2023.11 or 2024.1, doesn't matter.

We either instantly get an error "The activation server could not be reached"; or a deactivation attempt fails with no error, but Link's title bar shows [Servers unavailable].

The standard procedures to reset Link do nothing to help. We have not changed our network, firewall, or security configuration lately.

We've had an open case with Avid since Monday, and have spent about 10 hours so far on troubleshooting, resets, and manual activations.  Paired with other Link bugs and idiosyncracies, I can't even tell at this point whether or when an activation will break, because I'm getting 3 different expiration dates between my.avid and Link.

This is creating serious headaches here, and has the potential to cause major work interruption to multiple shows. Floating it up here since all the troubleshooting points to a global server-side issue, yet there's oddly zero posts about it here.

Please contact Avid Support...

https://www.avid.com/learn-and-support/contact-broadcast-and-video-support

I am having this same issue, something definitely broke somewhere.

Opening a support case to help solve it.

But it's right in my post... we contacted Avid support 4 days ago - no help so far besides "reset Link", the offline activation workaround, and questions.

Steve, you're welcome to reference case 04749878, so they can compare to ours. The more cases, the more it can be prioritized. They also said they have an open bug about this w/ Sonoma, though our findings is that all the latest updates of Sonoma/Ventura/Monterey caused the same issue.

binba:

But it's right in my post... we contacted Avid support 4 days ago - no help so far besides "reset Link", the offline activation workaround, and questions.

Steve, you're welcome to reference case 04749878, so they can compare to ours. The more cases, the more it can be prioritized. They also said they have an open bug about this w/ Sonoma, though our findings is that all the latest updates of Sonoma/Ventura/Monterey caused the same issue.

 

Hi binba,

A bug has already been logged for this issue. I already made a follow up as well to the team about this one.

In the meantime an offline activation can be a workaround to activate the Media Composer software.

Thanks,

Ajay

Thank you, Ajay. If the bug also covers Monterey and Ventura, then that is new information that I haven't received so far from the support team.

binba:

Thank you, Ajay. If the bug also covers Monterey and Ventura, then that is new information that I haven't received so far from the support team.

Yup! the bug covers the other OSX version. 

Thanks,

Ajay

Hi,

Just for reference the bug number for this issue is AMPT-12576

Thanks,

Ajay

Same here: Avid Link [Servers Unavailable] 

I'm based in Belgium, Europe.

Upon launching Avid MC a message comes up:

In order to confirm that your software license is current, you must connect to the internet within the next day or you will no longer be able to run Media Composer.

I can click on "Go to Avid Support" but that leads to a page not found: 

https://avidtech.my.salesforce-sites.com/pkb/articles/en_US/how_to/Media-Composer-Software-Support-Contract-License-Update

n3bur:

Same here: Avid Link [Servers Unavailable] 

I'm based in Belgium, Europe.

Upon launching Avid MC a message comes up:

In order to confirm that your software license is current, you must connect to the internet within the next day or you will no longer be able to run Media Composer.

I can click on "Go to Avid Support" but that leads to a page not found: 

https://avidtech.my.salesforce-sites.com/pkb/articles/en_US/how_to/Media-Composer-Software-Support-Contract-License-Update

Hi N3bur,

Please check and make sure your are log in to your Avid Link account and you are using the log in credentials of the MyAvid accoutn on where the license that you are using is deposited.

Thanks,

Ajay

Yeah there is something going on. I just had to fix 15 computers. What I had to do was sign out of link and sometimes it would let me sign back in.. somtimes it would not. So I would log into avid.com, go to my products,  device management, deactivate the license, then on the edit, reapply the license.

kkordisch:

Yeah there is something going on. I just had to fix 15 computers. What I had to do was sign out of link and sometimes it would let me sign back in.. somtimes it would not. So I would log into avid.com, go to my products,  device management, deactivate the license, then on the edit, reapply the license.

 

 

Hi Kenny,

We are reviewing cases on this issue, and we hope to understand what is happening and resolve it as soon as we can. For now try updating the Avid Link version to 2024.1 (latest) as most reported issues are getting fixed by this version of Avid Link.

Thanks,

Ajay

Kenny, were these Mac or Windows?

What version(s) of Link and macOS were you using?

Mac on Ventura with avid link 23.3 and 22.11.2

binba:

From our experience in the last week, the recent macOS updates have broken Avid Link, and we're unable to activate or deactivate any systems.

We've seen this on about 10 systems so far, Intel and M1, with macOS 12.7.3 and 13.6.4. 

Avid Link 2023.11 or 2024.1, doesn't matter.

We either instantly get an error "The activation server could not be reached"; or a deactivation attempt fails with no error, but Link's title bar shows [Servers unavailable].

The standard procedures to reset Link do nothing to help. We have not changed our network, firewall, or security configuration lately.

We've had an open case with Avid since Monday, and have spent about 10 hours so far on troubleshooting, resets, and manual activations.  Paired with other Link bugs and idiosyncracies, I can't even tell at this point whether or when an activation will break, because I'm getting 3 different expiration dates between my.avid and Link.

 

This is creating serious headaches here, and has the potential to cause major work interruption to multiple shows. Floating it up here since all the troubleshooting points to a global server-side issue, yet there's oddly zero posts about it here.

 

Hi binba,

Just an update...

The issue is now fixed.

 The root cause was with the Avid Link force update feature mechanism which was put in place last week. Our IT team was able to find the root cause and made the necessary adjustment/changes for the Link to behave normally. 

Thanks,

Ajay