User Manual

Appendix F: Troubleshooting 75
Before You Call Avid Support
Register Your System
Register your purchase by following the instruc-
tions on the Registration Information Card in-
cluded with your system. By registering, you be-
come eligible to receive the following:
• Technical support information
• Software update and upgrade notices
• Hardware warranty information
Gather Important Information
Avid wants to help you resolve problems as
quickly and efficiently as possible. If you collect
the following information before you contact
Avid Support, it will make the diagnosis of your
problem easier.
System Information
Computer
• Make, model, processor speed
• Amount of system RAM
• Operating system (version of Windows or
Mac OS)
• Any Drivers, Disk Utilities, or other system-
related applications you may have installed
Pro Tools Hardware
• Type of cards, interfaces, or peripherals
Hard Drives
•Make, Model
•Drive size (GB)
• Drive speed (RPM)
• Drive type (SCSI, FireWire, IDE/ATA)
• Utility used to format the drive
• Number and size of partitions on the drive
Pro Tools Software
• Pro Tools software version
• Plug-In versions
• Other Pro Tools software options or com-
ponents
• Additional plug-ins from Avid Develop-
ment Partners
Other Hardware
Refer to the manufacturer’s documentation for
operational details.
The most common hardware additions include:
• 1394 (FireWire) cards for Windows systems
(manufacturer, model)
• Video Capture cards (manufacturer, model)
To verify that your hardware is qualified for use
with your Pro Tools system, visit:
www.avid.com/compatibility
Other Software
If you are using other audio or video applica-
tions, refer to the manufacturer’s documenta-
tion for operational details.
Make note of any other software that was run-
ning when a problem occurred.
Diagnostic Information
Note any DAE errors or other error codes you en-
counter. Additonally, note the ability to repro-
duce the problem under different conditions,
for example, with another session, or after
changing settings (such as the Hardware Buffer
Size).