Question about Parts Replacements?
Click to Read the Following Parts FAQ
- How long will it take to receive my replacement part?
- Does my defective part qualify for warranty replacement?
- How much will my part cost if determined out of warranty?
- How will I know the status of my order?
- Do I have to include my Credit Card or PO Number on the replacement form, will it be charged?
- Why did I receive an invoice with my replacement, was I charged anything?
- What qualifies as a Dead on Arrival (DOA) part?
- What do I do with the defective part once I get my replacement?
- Where do I find the Avid part, serial, or system ID number when completing the form?
How long will it take to receive my replacement part?
Uptime & Enterprise Support Contract: If submitted within a reasonable time frame, most orders will ship overnight (Monday-Friday) Advanced Exchange for 10:30AM next day FedEx Priority delivery. If submitted after 7:30PM ET, the part may not meet the shipment cutoff time. Note that all orders are subject to uncontrollable delay and submitting the request sooner in the business day expedites the next day delivery process.
Priority Support Contract & Legacy Extended Hardware: If submitted within a reasonable time frame, most orders will ship overnight (Monday-Friday) Advanced Exchange for 3:30PM next day FedEx Standard Service. If submitted after 7:30PM ET, the part may not meet the shipment cutoff time. Note that all orders are subject to uncontrollable delay and submitting the request sooner in the business day expedites the next day delivery process.
Standard Support Contract: If submitted within a reasonable time frame, most orders will ship FedEx two business day service Advanced Exchange. If submitted after 7:30PM ET, the part may not meet the shipment cutoff time. Note that all orders are subject to uncontrollable delay and submitting the request sooner in the business day expedites the next day delivery process.
No Support Contract: You will be sent a Return Material Authorization Number (RMA) allowing for shipment back to Avid. The order will still be processed that day, but the defective part must be shipped back to Avid. As soon as the defective part is received by Avid, the replacement part will be shipped standard overnight shipping service (3:30PM ET).
Unsure about your level of support? Complete and submit the parts request form selecting the contract level that best suits your system. The Avid Parts Team will let you know if you can expect a change in delivery time based on support entitlements. If you have any other questions concerning your Avid support contract, please call Avid Contract Sales at 1-800-949-2843 (Opt 2).
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Does my defective part qualify for warranty replacement?
Avid manufactured parts vary in length of standard warranty coverage. Extended Hardware Warranty will cover most parts for lifetime, but not all parts qualify for extended coverage. Avid uses examines the system ID and serial number so it extremely important to include these numbers on the form. Please complete and submit the parts request form even if you are unsure of the warranty status. A member of the Avid Parts Team will advise if the part falls out of warranty requirements and will provide appropriate steps for replacement. Please note that physically damaged or failure outside of manufacturer warranty terms will void warranty coverage.
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How much will my part cost if determined out of warranty?
If the part is determined out of warranty, a sales quote will be generated for a qualified refurbished replacement. You will not be charged until you verify acceptance of the quote and provide a Credit Card or PO Number. If the part is not available as a refurbished spare, or you wish to replace with a new part, please call 1-800-949-2843 (Opt 1) to receive a quote from the Avid Sales Team.
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How will I know the status of my order?
On submission of the form, you will receive an email message verifying that Avid has received the parts request. Once the Avid Parts Team processes the order, you will receive a second email providing the Sales Order Number and a Service Notification number. If you are sending the defective part to Avid first (RMA) the email provides return instructions. Any reference to the order should be to either of these numbers. When the part ships, tracking information will be emailed and you can verify shipping status on the carrier's website.
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Do I have to include my Credit Card or PO Number on the replacement form, will it be charged?
A Credit Card or PO number is only required when you are requesting Advanced Echange. The Credit Card or PO will only be charged if you do not return the failed part back to Avid within the time stated on the documentation included with the replacement. If sending the part to Avid first to complete an RMA, this payment information is not required.
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Why did I receive an invoice with my replacement, was I charged anything?
The invoice is not a charge against the payment method provided. The charges stated on the invoice may only be billed if the part is:
- Not returned to Avid within the time frame stated on the invoice.
- Returned to Avid damaged due to improper packaging. Products being returned must be packaged properly so it is not damaged in shipping (original manufacturers packaging is preferred). Packaging is available (price and shipping cost may very) if you do not have suitable materials. Please email returns@avid.com if packaging is required.
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What qualifies as a Dead on Arrival (DOA) part?
A part is considered DOA if it fails to function within the first thirty days of installation. This does not cover products that are physically damaged due to the installation environment. You may be required to supply orignal sales receipt or order number to verify eligibility or to provide pictures if claiming physical damage due to shipment. If DOA, Avid will replace the entire kit with a new kit.
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What do I do with the defective part once I get my replacement?
Pending contract eligibility, Avid will supply return ground shipping labels to customers only within the continental United States. These labels will be included in the packaging. Instructions for return are also included in your replacement packaging. Please email
returns@avid.com should you have any questions regarding the return procedure.
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Where do I find the Avid part, serial, or system ID number when completing the form?
The Avid part number is typically located on an Avid labeled sticker affixed to the hardware. The manufacturer's part number may also be printed on the equipment. The Avid Part number will be an eleven digit number in the following format: xxxx-xxxxx-xx . The serial number is typically located below the part number and will normally be an alpha-numeric string Ex. YQX679804. Format of the serial number will vary between product sets. The system ID and dongle serial number are printed on the software dongle tag labeled "PC system ID and Serial Number". If you have lost the tag, Click Here for a step by step procedure for obtaining the system ID and dongle serial number using the Dongle Manager utility.
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Choose a Replacement Option:
In-Warranty or Dead On Arrival (DOA)
- Click Here to download the replacement parts request form.
- Complete all applicable information requested on the form. Save the form and send as an e-mail attachment to warranty@avid.com; or fax to 978-640-3246. Please do not send to both fax and email.
- The Avid Parts Team will review the form and process your order. Once processed, you will receive a confirmation email with an order number and any return to factory instructions if applicable. If additional information is required, the Parts Team will reply to your email address to request the missing information.
- Please see the Parts FAQ above if you have any questions pertaining to delivery expectation, delivery status, warranty verification, or any issues completing the request form.
Out of Warranty
- Click Here to download the replacement parts request form.
- Complete all applicable information requested on the form. Save the form and send as an e-mail attachment to warranty@avid.com; or fax to 978-640-3246. Please do not send to both fax and email.
- The Avid Parts Team will review the request to confirm warranty status. If a spare part is available, the Parts Team will generate a quote for replacement for a tested refurbished spare. If you would prefer a new part to be shipped, please call the Avid Sales Team at 1-800-949-2843 (Opt 1).
- Please see the Parts FAQ above if you have any questions pertaining to delivery expectation, delivery status, warranty verification, or any issues completing the request form.
Lost or Stolen
Please call 1-800-949-2843 (Opt 1) to order the replacement through the Avid Sales Team.
Questions about Your Download Center Account? Please Read the Following Download Center FAQ:
- How do I request an account?
- How do I get to the Download Center?
- How long will it take to activate my account?
- Why haven't I received confirmation of my account creation?
- Why won't the versioner update my dongle?
- How do I report all other Download Center issues such as email changes, missing products, and login issues?
How do I request an account?
Click Here to request an account on the Avid Download Center Registration page.
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How do I get to the Download Center?
Click Here to go to the Download Center Home Page. To login, navigate to the far right column of the page and click "Log in Now" located under the "Download Center Log In" header.
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How long will it take to activate my account?
Accounts are typically created within one business day from time of request. Once the account has been created, you will be emailed a confirmation email with a temporary password. You can change the password once logged in by clicking the "Change Password Link".
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Why haven't I received confirmation of my account creation?
Accounts are typically created within one business day from time of request. If you don’t receive your password and you use spam filtering software for your e-mail, please check your filtered messages for the following subject line “Welcome to Avid's Download Center!” If you do not receive your welcome e-mail within three (3) business days, please notify downloadhelp@avid.com.
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Why won't the versioner update my dongle?
You must have an active support contract in order for your system to qualify for an upgrade using the versioner. If you receive a "no valid dongle found" error when attempting to update your dongle using the versioner, it more than likely means that Avid's records do not show a support contract for the system you are attempting to update. Please call Avid Contract Sales at 1-800-949-2843 (Opt 2), a representative will review your account and make the appropriate changes. The moment Avid's database is corrected, the versioner in the download center will be updated within the hour of correction. Requesting updater files through Avid Support or Sales is not necessary, all support contract updaters are accessible via the Download Center versioner. If you need to purchase the upgrade in order to update your dongle, please see Please see Avid.com/dongle for dongle update instructions.
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How do I report all other Download Center issues such as email changes, missing products, and login issues?
Click Here to download and complete the Download Center Problem or Change Form. Once completed, email as an attachment to downloadhelp@avid.com. Changes are typically completed within one business day from time of request.
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Questions about your New Avid Product Registration? Please Read the Following FAQ:
Note:These answers pertain to software only system registration (i.e. Media Composer, Xpress Pro, Mojo product line). If you have purchased new hardware based solutions such as Media Composer Nitris DX, NewsCutter Nitris DX, Symphony Nitris, DS, or Interplay, these systems should be registered through your Avid reseller or direct through the Avid Sales Team. Please refer to the "Upgrades" section of this page if you are experiencing issues with upgrade registration.
- Why do I get the error message “Error: Serial Number is already registered. Avid Product Registration not completed: The Serial Number has already been registered in our system” when I enter my system ID and Serial number?
- Why do I get the error message "Error: Invalid Serial NumberAvid Product Registration not completed: F002xxxx is not a valid Serial Number in our system" when I enter in my system ID and serial number?
- What product and version should I register?
- How do I register my Mojo?
- Does it matter which platform I register for?
- I'm installing on a Mac, should I enter the PC system ID and serial or the Mac system ID and serial?
- How do I call in for technical support with my complimentary Service Access Code I receive upon new system registration?
- Is it possible to change my registration information if I entered incorrectly?
- What should I do if I registered the incorrect dongle serial number or system ID?
Why do I get the error message “Error: Serial Number is already registered. Avid Product Registration not completed: The Serial Number has already been registered in our system” when I enter my system ID and serial number?
The error indicates that the system has already been registered in our system. Ensure that you have not already registered the system. A system only needs to be registered once and will only be altered if you are upgrading the system to a dongle protected version.
If you have reinstalled the software on a new computer it will automatically prompt you to register on initial startup and subsequent launches. It is not necessary to re-register as the software does not check our online database due to the fact that several users prefer to not be connected to the internet on a dedicated editing machine. To stop the registration prompt from persisting, please follow the steps listed at the following Knowledge Base Link
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Why do I get the error message "Error: Invalid Serial NumberAvid Product Registration not completed: F002xxxx is not a valid Serial Number in our system" when I enter in my system ID and serial number?
The error message indicates that the dongle serial number has been entered incorrectly. Ensure that you enter the correct 8 character alphanumeric serial number and that it is labeled PC serial number regardless of the platform you're working with. A valid serial number will look like F002xxxx, EF55xxxx, or 7AAAxxxx. This number will be printed on the tag attached to your dongle, or accessible through your dongle manager application.
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What product and version should I register?
There are multiple products and versions to choose from on the registration page. To ensure a proper user record for future upgrades, it is important to register the correct product and version. If you made an order from the webstore, you should match the software title and version on your order confirmation email. If ordered from a reseller or through Avid phone sales, you should match the software title and version listed on the invoice/receipt. If you are uncertain what version you own or is not clearly labeled, contact your reseller or Avid sales representative for clarification.
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How do I register my Mojo?
To receive warranty coverage for your Mojo, you will need to register the unit. Select Avid Mojo from the list of products. You will need to enter your Mojo serial number. This number is located on the rear of the unit above the DV input. A Mojo serial number looks like YQMxxxxxx, YARCxxxxxx, or DARCxxxxxx.
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Does it matter which platform I register for?
Today's workflow requires cross-platform operation and we understand this requirement. We ask that you enter the platform on which you edit a majority of your work. This aids our support representatives if any technical troubleshooting is necessary. It's okay if you'll be switching between Mac and PC as you're software is licensed for both platforms.
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I'm installing on a Mac, should I enter the PC system ID and serial or the Mac system ID and serial?
Registration records are based on the PC system ID and PC dongle serial number regardless of the platform you are operating on. It is important to accurately enter this information. You can locate the system ID and serial number on the tag attached to the dongle. We suggest that you verify this information by using the dongle manager installed on your computer. A PC system ID and serial number will most likely look like 402xxxxxxx,F002xxxx; 401xxxxxxx,EF55xxxx; 205xxxxxxx,7AAAxxxx.
If you have a version x.7.5 or higher already installed on the system, use the Dongle Manager application as follows to verify your PC system ID and serial number:
- Run the Dongle Manager application from the following locations:
(Mac) Applications/Utilities/DongleManager
(Windows) Program Files\Avid\Utilities\DongleDumper
- Click the Scan tab
- Click rescan, dongle manager will indicate systems entitlements, including system ID and dongle serial number as well as create a .txt file in the Dongle Manager folder.
If you have a version pre-x.7.5 installed on the system use the Dongle Dumper utility as follows:
- Run the Dongle Dumper application from the following locations:
(Mac) Applications/Utilities/Dongle Dumper/ (The application will be called DongleDumper or DongleDumperSuperPro)
(Windows) Program Files\Avid\Utilities\DongleDumper (The application should be called DongleDumper.exe)
- Click update and Dongle Dumper will create a .txt file in the Dongle Dumper folder with all of your systems entitlements,including system ID and dongle serial number.
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How do I call in for technical support with the complimentary Service Access Code I receive upon new system registration?
When you register your new software you will receive a complimentary Service Access Code good for one technical support session with Avid. This code can be used for installation assistance or a technical problem you may have post-install. The code is twelve digits long and will be emailed to the registered address. To utilize, call 1-800-800-2843. Press option 1 for technical support, followed by option 2 for use of service access code. Additional Service Access Codes are available for purchase at store.avid.com
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Is it possible to change my registration information if I entered incorrectly?
Yes. If you entered a typo or misspelled your name it is important to notify us. Any future upgrade is based off your name entry, any mismatch will yield an error. To correct, email software_transfers@avid.com with the subject heading "Incorrect Registration". Please include your system ID and dongle serial number followed by the corrected registration entry.
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What should I do if I registered the incorrect dongle serial number or system ID?
Future upgrades require accurate system ID and dongle entry. To correct, email software_transfers@avid.com with the subject heading "Incorrect system ID and serial number entry". Please include your system ID and dongle serial number followed by your sales order number if ordered direct from Avid. If ordered from a reseller please attach a copy of receipt to the email if possible. If not, please fax a copy to 978-548-4642.
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Questions about Upgrading Your Software? Please Read the Following FAQ:
Note:These answers pertain to upgrades of software only system which have been previously registered at Avid.com/register. Please contact your Avid Reseller or the Avid Sales Team if you plan to upgrade hardware based solutions (i.e. Unity Family, Interplay, Symphony Nitris DX).
- Why do I get the error message “Serial number is already registered to another user. Name must match original owner registration. Please check the name and try again. Avid Product Registration not complete: The Serial Number has already been registered in our system”?
- What if I don’t know or can’t obtain the first and last name originally entered?
- Why do I get an “Unexpected Error” after submitting my information?
- Where do I find my upgrade key, what does it look like?
- Why do I get the error, “That Upgrade key is either invalid or has already been used. Please re-enter your Upgrade key?
- Where can I find my PC system ID and PC serial number?
- How do I obtain my dongle updater file?
- What do I do with the dongle updater file?
- Can I change my registration information?
- What happens if I entered the incorrect dongle serial number and my updater does not work?
- Do I need the Avid Pan and Zoom or Plasma Wipe key codes?
Why do I get the error message “Serial number is already registered to another user. Name must match original owner registration. Please check the name and try again. Avid Product Registration not complete: The Serial Number has already been registered in our system”?
The error message indicates that the first and last name you are entering does not match the original name entered upon initial registration of the system. These fields are case sensitive and must match spelling. Before contacting support, try variations of first names (ex. Thomas, Tom, Tommy) or capitalization's (ex. THOMAS JONES, Thomas Jones, thomas jones). It is also common for companies to enter in their business for the first and last name. Note: The email field is not sensitive to the original registration address and will not contribute to this error.
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What if I don’t know or can’t obtain the first and last name originally entered?
Sites with multiple systems will often be registered under a variation of names. If you’ve attempted a variation of names and still cannot proceed with the upgrade we can assist. Please send an email to warranty@avid.com with the subject heading “Registration first and last name”. Be sure to include your system ID, dongle serial number, and upgrade key. We will promptly reply with the correct name to be entered. Note: The email field is not sensitive to the original registration address.
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Why do I get an “Unexpected Error” after submitting my information?
This error message will appear if your internet browser times-out after submitting the information. Click the back button on your browser, review all entered information and resubmit. If you still receive the error, it is possible that the registration was successfully submitted. To verify, check your email account for a confirmation email from Avid. This email will also contain the necessary updater.avd file to complete your upgrade. If you do not receive the email, please email warranty@avid.com with the subject heading “Unexpected Error on registration”. Be sure to include your system ID, serial number, and upgrade key. We will promptly reply with confirmation or necessary steps to complete registration.
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Where do I find my upgrade key, what does it look like?
Your upgrade key can be located in one of two places:
- If you purchase a downloadable upgrade from the web store, you will receive a confirmation email from orders@digidesign.com. In the body of the email you will see a code labeled authorization key code. This is an alphanumeric code consisting of 25 characters. We suggest copy and pasting the code into the Upgrade Key field to ensure accuracy. If typing, ensure that letters are capitalized and hyphens are included. Example code structure: MC27A-AB1D1-AB2D2-AB3D3-XPP56
- If you received a physical upgrade package, a yellow card is included with the title, “Important Information for Avid Upgrade Customers”. On the bottom right corner you will see a sticker with the 25 character alphanumeric code. Example code structure: MC27A-AB1D1-AB2D2-AB3D3-XPP56.
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Why do I get the error, “That Upgrade key is either invalid or has already been used. Please re-enter your Upgrade key?
This error will appear if there is any conflict in how you’re entering your upgrade key. Make sure that the code is all capitalized and includes hyphens. Example Code: MC27A-AB1D1-AB2D2-AB3D3-XPP56. Double check the code as sometimes a letter can be mistaken for a number or vice versa. “I” or “1”. If you purchased the upgrade online, we suggest copy and pasting the code from the order confirmation email to ensure accuracy. Also note that an upgrade key can only be used once to register a system and will expire upon activation.
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Where can I find my PC system ID and PC serial number?
Registration records are based on the PC system ID and serial number regardless of the platform you are operating on. It is important to accurately enter this information as a discrepancy can corrupt your dongle updater file. You can locate the system ID and serial number on the tag attached to the dongle. We suggest that you verify this information by using the dongle utility installed on your computer. A system ID and serial number will most likely look like 402xxxxxxx, F002xxxx; 401xxxxxxx, EF55xxxx; 205xxxxxxx, 7AAAxxxx.
If you have a version x.7.5 or higher already installed on the system, use the Dongle Manager application as follows:
- Run the Dongle Manager application from the following locations:
(Mac) Applications/Utilities/DongleManager
(Windows) Program Files\Avid\Utilities\DongleDumper
- Click the Scan tab
- Click rescan, dongle manager will indicate systems entitlements, including system ID and dongle serial number as well as create a .txt file in the Dongle Manager folder.
If you have a version pre-x.7.5 installed on the system use the Dongle Dumper as follows:
- Run the Dongle Dumper application from the following locations:
(Mac) Applications/Utilities/Dongle Dumper/ (The application will be called DongleDumper or DongleDumperSuperPro)
(Windows) Program Files\Avid\Utilities\DongleDumper (The application should be called DongleDumper.exe)
- Click update and Dongle Dumper will create a .txt file in the Dongle Dumper folder with all of your systems entitlements,including system ID and dongle serial number.
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How do I obtain my dongle updater file?
If registration is successful, you will receive a confirmation page. An email will also be sent to the specified email address. The confirmation page contains a Download button. This will generate your dongle updater.avd file necessary to update your dongle’s license. Save the file to your desktop and follow the steps listed at www.avid.com/dongle to finalize your upgrade. In the case that you closed out of the browser, the updater.avd is attached to the registration confirmation email. You can save this file to your desktop and proceed to www.avid.com/dongle to finalize your upgrade.
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What do I do with the dongle updater file?
The updater.avd file will update the licensing on your dongle, thus enabling you to launch your upgraded software. Please follow the steps listed at www.avid.com/dongle for step by step instructions and a visual demonstration.
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Can I change my registration information?
It is possible to change your information recorded in our database. However, if the system was purchased from another user, you must complete a license transfer. Please see http://www.avid.com/register/transfer.asp for complete details. Contact information is listed for any questions you have about the transfer process or changing the first and last name associated with the license.
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What happens if I entered the incorrect dongle serial number and my updater does not work?
Dongle updaters are specific to your dongle serial number. If you entered the incorrect serial number, the generated updater.avd will not update your dongle. If you have done so, please email warranty@avid.com with the subject heading “Incorrect serial number entry”. Please include your system ID, correct serial number, and upgrade key. Upon verification of upgrade, we will send a corrected updater file to match your serial number.
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Do I need the Avid Pan and Zoom or Plasma Wipe key codes?
Older versions of Xpress Pro and Media Composer required users to unlock the Avid Pan and Zoom Effect/Plasma Wipes. Current versions of Media Composer and Xpress Pro (2.5/5.5 through current releases) no longer require this process. On launch of your application, the Avid Plasma Wipes and Pan and Zoom effect will be fully accessible within your Effects Palette.
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Questions Related to Dongle Errors, Dongle Replacements, or Dongle Updates? Please Read the Following Dongle FAQ:
- How do I replace a physically broken dongle?
- How do I replace a lost or stolen dongle?
- When should a dongle be exchanged, is it covered by warranty?
- Why does my application say Academic version on the splash screen when it is a full license?
- Why do I get the message "The dongle connected to this system has expired. Please connect a valid dongle"?
- Why do I get the message: "No dongle was found. Please connect a valid dongle to this computer to ensure proper operation."?
- Why do I get the message "Your system is not licensed to run this software" on launch of the application?
- Why won't the dongle manager application launch on my Mac?
- How do I update my dongle using dongle manager and a .avd format file
- How do I update my dongle using the old dongle updater application and a .exf format file
- What versions require a dongle update after installing the upgraded software?
- Why do I receive the error, "No dongle compatible with this update file found?" when updating my dongle?
- Why does the versioner.avd from the download center not update my dongle?
- What if my dongle is missing extra options after an update?
- What if my Academic dongle is set for Symphony Nitris when it should be set for Media Composer 3.0?
How do I replace a physically broken dongle?
If a dongle is physically broken, meaning damage beyond normal wear and tear, the warranty is voided and a replacement can be purchased for a fee. Fully licensed dongles are $200 US dollars, Academic dongles are $100 US dollars. A replacement can be ordered through the Avid.com/parts page by submitting the replacement parts form.
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How do I replace a lost or stolen dongle?
A lost or stolen dongle can be replaced for a fee based off the original cost of the software license, therefore the cost will vary. Please call 1-800-949-2843 (Opt 1) to speak with a member of inside sales for a quote and to purchase. See this Knowledge Base Link for additional information if you purchased outside of North America.
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When should a dongle be exchanged, is it covered by warranty?
Dongles carry a lifetime warranty. A replacement dongle can be ordered for no charge for any malfunction, failure, or incompatibility. A broken, lost, or stolen dongle is a void of warranty and the customer will be charged for the replacement. A few instances of this no charge warranty swap can occur if:
- The dongle’s green light does not turn on when connected to the USB port.
- A “8-1 Error”, "Error: Unable to verify dongle update", or other irregular errors in the update results window when running a dongle update.
- An old Parallel Port dongle can be swapped for a USB dongle for system compatibility purposes.
A replacement can be requested through the Avid.com/parts page by submitting the replacement parts form.
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Why does my application say Academic version on the splash screen when it is a full license?
A known issue occurred when certain dongles updated using the versioner caused the dongle to "turn academic". This does not interrupt the functionality of the program, but will change the dongle scan text and application splash screen to read "Academic". The issue has been corrected preventing future instances of the error. Should you encounter the issue, please see this Knowledge Base link for procedure. Should the problem persist, please contact Avid Support at 1-800-800-2843
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Why do I get the message "The dongle connected to this system has expired. Please connect a valid dongle"?
When the CPU date on an Avid editing system is turned back beyond a certain point, 1996 and before, the Avid application will disable the dongle. You will then see the following error message when attempting to launch the Avid application: "The dongle connected to this system has expired. Please connect a valid dongle." The error has also been seen on newer systems, but it is very rare. If you experience this error, please contact 1-800-800-2843, a file will be sent to re-activate the dongle.
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Why do I get the message: "No dongle was found. Please connect a valid dongle to this computer to ensure proper operation."?
If the system has the dongle plugged in and the dongle is not attached, the error message is usually a Sentinel driver corruption or the dongle was left in the system during installation. For systems running either Windows 2000 or Windows XP there is a non-plug and play driver that controls the USB (Universal Serial Bus) Dongle. If you get the message "No valid dongle found, please attach valid dongle" when trying to run either the dongle versioner or dongle update, check first the status of the Sentinel Driver which should be located under non-plug and play drivers in Device Manager. The status of this driver should be Started, Automatic. If you are unable to start this driver or are unable to locate the Sentinel Driver, it can be downloaded and installed manually by doing the following:
If experienced on a PC:
- Remove the dongle from the system.
- Remove the Sentinel System Driver from your system using the Add/Remove programs Utility.
- Visit http://www.safenet-inc.com. Click on support, then select basic support and locate the Sentinel Super Pro driver and download this driver.
- Reinstall the Sentinel System Driver making sure the dongle is NOT connected to your system.
- Reconnect the dongle to your system and let the New Found Hardware Wizard find the dongle and driver on it's own.
- Following a system restart your system should now recognize the USB dongle then run your versioner or dongle update as needed.
If experienced on a Mac:
- Check the OS version running on the Mac. If the OS is a higher version than the supported version, either downgrade the OS to the supported version or upgrade Xpress / Media Composer to a version that has been certified to run under that OS version. For example, the OS installed is 10.4.10 or 10.4.11, but a lower version than Xpress 5.7.5 or Media Composer 2.7.5 is installed. On an Intel based Mac, only 5.7 / 2.7 and above will recognize the dongle.
- If the OS is supported for the editor version, check the Date/Time. If incorrect, uninstall and then re-install the Avid software
- If that should fail connect the dongle and open Terminal. Go to /System/Library/Extensions directory. Become super user and type in "kextload Sentinel.kext". This should force the kext to load. Type "kextstat" to see a list of running kexts and look for "com.rainbow.iokit.sentinel." Restart the system.
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Why do I get the message "Your system is not licensed to run this software" on launch of the application?
If a paid software upgrade was completed, a dongle update is necessary. If upgrade registration or dongle update process was not completed correctly the error message will prevent launch. Ensure you are following the correct dongle update procedure by visiting the following Knowledge Base link
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Why won't the dongle manager application launch on my Mac?
This behavior may occur when running the dongle manager application on a Mac Leopard OS X system. Download the latest version of dongle manager from avid.com/dongle. Attempt to run the application from the desktop level.
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How do I update my dongle using dongle manager and a .avd format file
Please see avid.com/dongle for step by step instructions and a video demonstration for dongle update procedure.
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How do I update my dongle using the old dongle updater application and a .exf format file
See this knowledge base link for step by step instructions.
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What versions require a dongle update after installing the upgraded software?
See this knowledge base link for a table of all versions that require a dongle update on upgrade.
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Why do I receive the error, "No dongle compatible with this update file found?" when updating my dongle?
See this knowledge base link for the cause and solution of the error.
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Why does the versioner.avd from the download center not update my dongle?
Only dongles that have an active support contract will be included in the versioner file. The versioner is an automated file that is recreated every hour to include any new support contract systems. Should there be a discrepancy in the contract status, please contact an Avid Contract Sales Representative at 1-800-949-2843 (Opt 2). If the dongle has a support contract, but is not in the versioner, report a missing dongle ID from the versioner using this form.
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What if my dongle is missing extra options after an update?
Please contact Avid Sales at 1-800-949-2843 (Opt 1) for assistance with your sales order or receipt in hand and a representative will review your order. If an option was not correctly added to the dongle, you will receive a new .avd file to correct the license.
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What if my Media Composer Academic dongle is set for Symphony Nitris when it should be set for Media Composer 3.0?
A small number of dongles sent to Avid Resellers were incorrectly set as Symphony Nitris when they should have been set for MC 3.0 Academic. This prevents launch of the application and will produce the "System Not Licensed to Run Error". If you encounter this scenario, please contact 1-800-800-2843 (Opt 2) for assistance. A file will be sent to correct the license.
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