Since some of you were curious as to what was the problem...
It turned out not to be the MediaDock enclosure or even the Adaptec 39160 card but instead a "fluke" in the Compaq Evo W8000. After pulling out the Avid Equinox board, the workstation booted without a glitch to Windows XP. Matt even placed the Adaptec in PCI slot 5 and it still worked! Now the Avid Equinox PCI board is in PCI slot 6 and all is working OK (Unless Matt tells me otherwise this morning ?!?).
Having the boards inverted in their PCI slots is not what we tested and approved. I just need confirmation from development that this is not going to create unsuspected problems eventually. But then again... IT WORKS! :-|
Voilà! Some sort of motherboard strange issue or conflict with the Adaptec SCSI controller. It was a painful one for the brain...
Sylvain Labrosse
Avid DS Support
Escalation team
http://www.softimage.com/avidds
Check the v7.6 Learning Collection
-----Original Message-----
From: owner-ds(at)Softimage.COM [mailto:owner-ds(at)Softimage.COM] On Behalf Of Matt Riley
Sent: Thursday, August 25, 2005 1:38 PM
To: DS(at)Softimage.COM
Subject: Re: storage options - urgent
The new card arrived but didn't fix the issue. I spent a good deal more time on the phone with support again this morning and am currently being handed off to DS escalation in Montreal.
Hopefully, I'll have some good news soon. It's been three days of downtime now. :-(
I'll keep y'all posted.
-Matt
On Aug 24, 2005, at 5:01 PM, Paul Neal wrote:
> Glad to hear that you got one situation solved. Hope everything works
> out for you in the morning.
>
> Please let the list know what happens.
>
> Cheers!
> Paul
>
> On 8/24/05, Matt Riley <matt(at)thegreatplains.com> wrote:
>
>> Status update:
>>
>> I've been busy dealing with this problem, so I apologize for not
>> posting back earlier. A down edit suite creates quite the headache
>> when it is normally booked most of the week. Ugh.
>>
>> Anyway, here's the skinny...
>>
>> First of all, a Media Dock chassis was shipped to us yesterday EOD
>> and arrived early this morning. It took three people (Bob C.,
>> support; Dave W., inside sales; and ultimately Jeff H., support
>> supervisor) to get the job done. Avid ended up doing the right thing
>> by sending the part to us under warranty, but it took far too much
>> effort on behalf of myself and my boss to get it done, which was
>> extremely frustrating. The part almost didn't ship yesterday, even
>> though we had been calling back and forth all day. And yes, the most
>> infuriating part of the whole thing was being told a part was on the
>> way only to find out the next day that nothing shipped. But enough of
>> that - the story continues.
>>
>> When I received the part this morning, I promptly swapped the drives
>> into the new chassis and fired it up and all looked well for about 5
>> minutes. After that, Windows hung and I started having the same
>> problem I originally did (none of the drives showing up in the BIOS).
>> So, I spent a good portion of today talking on the phone with Bob C.
>> doing some additional troubleshooting. After tearing things down and
>> undoing and redoing many-a-cable, we now believe we have it narrowed
>> down to the Adaptec SCSI card the Media Dock is attached to.
>>
>> Of course, that part only carried a one year warranty, so we had to
>> order another one through sales. We weren't upset with the part of
>> having to pay for a new card - nothing lasts forever - and there was
>> no disputing the warranty on that part (as we did with the chassis,
>> which was about a month outside of the 3 year warranty). The problem
>> I had today was that it took over 45 min. from the time I hung up the
>> phone with support until sales called me back with a quote for the
>> part. After I told sales we wanted to go ahead with the order, I was
>> told there was no guarantee it would ship out today. UNBELIEVABLE!
>> After expressing my strong discontent with that (it wasn't MY fault
>> it took almost until the EOD to get the quote) I was told they would
>> try their best to ship tonight for a delivery tomorrow morning. I
>> don't think I have to explain to the folks on this list how upset I
>> will be if the card doesn't arrive tomorrow morning - hopefully it
>> won't come to that.
>>
>> Anyway, my whole point is that ultimately, support came through,
>> while anything dealing with sales was lacking. Customers shouldn't
>> have to try this hard to get good support for a product, especially
>> when you are a user/buyer of a company's top-end product and pay
>> their hefty assurance fees. Causing grief to existing customers is a
>> sure-fire way to turn otherwise loyal customers into antagonists,
>> which only serves to hurt the DS platform. Lately, I don't think the
>> DS platform needs any more enemies, especially its own user base.
>>
>> So, tomorrow morning, when the card arrives (and it better arrive),
>> I'll find out if all the stress and bickering with Avid was worth it.
>> All I need/want is to have an operational edit suite and be able to
>> move on and get our clients the service they need and expect from us,
>> which involves meeting deadlines.
>>
>> I would like to thank everyone - Avid employee or otherwise - who
>> took the time to respond to my email and offer assistance. I'm
>> hopeful that tomorrow I'll be back to editing and life will return to
>> normal.
>>
>>
>
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