User`s guide

Appendix D: Troubleshooting 397
Before You Call Digidesign
Technical Support
Register your System
As a registered owner of a new Digidesign
product under warranty, you are eligible to
receive Digidesign Technical Support. Fill
out and sign your Registration Form and
mail or fax it to the address supplied with
the registration materials.
Refer to the registration materials that
came with your system for details on war-
ranty coverage and the range of services
available.
Use Digidesign Resources
In addition to the Pro Tools Guides, your
system includes following sources of infor-
mation:
ReadMe files These contain late-breaking
information and known issues pertaining
to Pro Tools software and hardware config-
urations. ReadMe files are installed in the
Release Notes and Documentation folder
when you install Pro Tools.
Answerbase This is a database of common
problems and DAE errors, and their solu-
tions based on the latest information from
Digidesign Technical Support. This data-
base is installed in the Digidesign folder
when you install Pro Tools.
Website The Digidesign website includes
an area for Technical Support, as well as a
User Conference that includes technical
discussions. Visit www.digidesign.com and
go to the Support area or the User Confer-
ence area.
Gather Important Information
Digidesign wants to help you resolve prob-
lems as quickly and efficiently as possible.
If you have the following information
handy when you contact Technical Sup-
port, it will make the diagnosis of your
problem easier. Take a few minutes to col-
lect this basic information in one place.
System Information
Computer
◆ Make, Model, processor speed
◆ Amount of system RAM
◆ Operating system (version of Mac OS or
Windows)
◆ Any Drivers, Extensions, Control Panels,
Disk Utilities, or other system-related appli-
cations you may have installed.
Digidesign Hardware
◆ Type of cards, interfaces, or peripherals
◆ Where the cards are installed
◆ PCI card order in computer or chassis
◆ Interfaces connected to each card
Hard Drives
◆ Make, Model
◆ Speed (RPM)
◆ Type of SCSI Connection (narrow, wide)
Digidesign Software
◆ Pro Tools software version
◆ (Macintosh) DAE and DSI versions
◆ Plug-In versions
◆ Other Digidesign software
◆ Additional Plug-Ins from Digidesign De-
velopment Partners