After spending nearly five hours yesterday attempting to download (ne: not install) ProTools 10, I thought I should update everyone about the Herculean effort brought to bear on the project:
1. After getting nowhere with the fine folks at Avid (via telephone), I was able to start up a technical support ticket with their support agents.
2. SImultaneously, my Sales Engineer – the lovely and talented Brad Every at Sweetwater.com – suggested that I take a breather and contact the Sweetwater Technical Team @Sweetcare. I did so, both online and via telephone. After waiting 25 minutes on hold – a killer Engineer who was most familiar with the problem – going back to earlier version of ProTools 9.x walked me through some interesting steps; specifically:
3. We compared the byte size of several identically named image files (.dmg). We did this to rule out that any data may be dropped during transmission by components on our end. The likelihood of different routers, wifi, hardline/hardwire, drive arrays and separate computers was fairly slight in causing this issue; however, if we saw that the same amount of bytes was present on all systems – then we could begin to rule things out.
4. We learned that whether we viewed the separate downloads on our Mac Pro (Intel), Mac Pro (PPC), MacBook Pro and or Mac Mini – ALL OF THEM HAD THE IDENTICAL FILE and FILE SIZE. Meaning: There was no corruption on our end, or with our ISP. The fault here is a damaged .dmg file residing on the Avid Servers.
5. Now whether or not Avid has a problem with their application, servers, hardware, ISP, etc – remains to be seen. And within minutes of suggesting this issue (arriving at it, I should say), our trusty-rusty Avid agent responded with an apology and confirmed that he would be sending distribution DVDs of the program to our studio – at no addition cost.
I wanted to personally mention Brad, Sweetcare’s Technician (whose name I can’t recall) and Matt Grace at Avid for bearing with us during this issue-filled day. We’re looking forward to get ProTools 10 up and running, and with any luck – on this Saturday – we’ll be there soon.
Ah – another day in the studio. Another day in paradise.