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znagle22
Joined: Dec 11 2010
Posts: 23

what do i have to do now?

znagle22
January 03, 2011 - 01:06 am

I contacted support and said this:

when i update, using the current version of update utility, my device is recognized but it says this.

"unable to download update information: host update.eventide.com not found"

What is happening and what should i do?

They replied:

Your email request has been logged on the help desk under the Call No shown above. Please be sure to reply the serial number and current software version of your system and peripherals for proper processing of your request, if you have not already provided them. All requests for service must be accompanied by system serial number and current software version.

So i replied my serial number, software version, and my device id number. What do I have to do now?

nickrose's picture
Eventide Staff
nickrose
Joined: Jan 17 2008
Posts: 4665
nickrose
January 03, 2011 - 11:45 am

Probably you have to wait for a reply - there is a bit of a backlog after the holiday. Sorry.

But, we had some server problems related to the big storm which now seem fixed, so you might want to try the upgrade again.

znagle22
Joined: Dec 11 2010
Posts: 23
znagle22
January 03, 2011 - 09:39 pm

oh ok... well i tried again ... same thing happened... i guess just wait and not update untill i hear back from support

edmiddlebrooks
Joined: May 24 2010
Posts: 26
edmiddlebrooks
January 04, 2011 - 05:08 pm

znagle22, can you ping update.eventide.com from your computer?  If not, email me at edmiddlebrooks at gmail.com and I can assist you.

edmiddlebrooks
Joined: May 24 2010
Posts: 26
edmiddlebrooks
January 04, 2011 - 05:15 pm

What I did after the storm was to click on the update I wanted, then click "properties"  This will display the URL to the backup file.  Type that URL EXACTLY as it is into your web browser and it will prompt you for your Username and Password. (provided you can get to update.eventide.com where you are)  Use the UN and PW you registered with and it will download the file.  Put it someplace easy like c:\, then Open back up the update utility,
Click File -> Update from file and choose the .bam file you downloaded from the website.

Piece of cake.

znagle22
Joined: Dec 11 2010
Posts: 23
znagle22
January 04, 2011 - 11:55 pm

I cant ping ... and i sent you an email

znagle22
Joined: Dec 11 2010
Posts: 23
znagle22
January 05, 2011 - 11:44 pm

i wish i could update!!!

Eventide Staff
bhaberman
Joined: Oct 14 2009
Posts: 70
bhaberman
January 06, 2011 - 09:11 am

znagle22, please let me know the Helpdesk Call No support@eventide.com emailed you back so I can investigate what support has tried. 

jhyman's picture
Eventide Staff
jhyman
Joined: Aug 22 2019
Posts: 44
jhyman
January 06, 2011 - 09:47 am

Hi Zach,

I responded to your email for call #33713. Please get back to me with the necessary information that I requested and I'll be able to help you update your stompbox.

Jerome