what do i have to do now?

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    • January 3, 2011 at 6:06 am #107514
      znagle22

        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?

      • January 3, 2011 at 4:45 pm #121298
        nickrose
        Moderator
        Eventide Staff

          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.

        • January 4, 2011 at 2:39 am #121302
          znagle22

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

          • January 4, 2011 at 10:08 pm #132451
            edmiddlebrooks
            Participant

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

            • January 4, 2011 at 10:15 pm #132452
              edmiddlebrooks
              Participant

                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.

              • January 5, 2011 at 4:55 am #132456
                znagle22

                  I cant ping … and i sent you an email

                • January 6, 2011 at 4:44 am #132471
                  znagle22

                    i wish i could update!!!

                  • January 6, 2011 at 2:11 pm #132474
                    bhaberman
                    Participant
                    Eventide Staff

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

                    • January 6, 2011 at 2:47 pm #132475
                      jhyman
                      Keymaster

                        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

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