Appendix C: Troubleshooting 77
Gather Important Information
Digidesign wants to help you resolve problems
as quickly and efficiently as possible. If you have
the following information handy when you
contact Technical Support, it will make the diag-
nosis of your problem easier. Take a few minutes
to collect the following basic information:
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
Digidesign 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
Digidesign Software
• Pro Tools software version
•Plug-in versions
• Other Digidesign software
• Additional plug-ins from Digidesign Devel-
opment 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, refer to the compat-
ibility page of the Digidesign Web site
(www.digidesign.com/compato).
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).
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