what do i have to do now?

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    • #107514
      znagle22
      Member

      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?

    • #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.

    • #121302
      znagle22
      Member

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

    • #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.

    • #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.

    • #132456
      znagle22
      Member

      I cant ping … and i sent you an email

    • #132471
      znagle22
      Member

      i wish i could update!!!

    • #132474
      bhaberman
      Member
      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. 

    • #132475
      jhyman
      Keymaster
      Eventide Staff

      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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