641: Filling in the Avid Support Case Information

NB: For help submitting a query or redeeming your Avid Support Code (ASC), please see www.sibelius.com/A640

When submitting a query to Avid’s Support Center, you will be required to provide various pieces of information about your computer hardware and software, and fill them into a form online. Filling in this form can be a little bewildering at first, but with this guide, you'll have it filled in correctly in no time.

Filling in the "Additional Information" Fields

Set the Additional Information fields to the following:

• Hardware Level 1: Sibelius (software only).
• Hardware Level 2 and 3: ----- or None.
• Software Level 1: Sibelius.
• Software Level 2: The Sibelius product your query concerns. For example, Sibelius.
• Software Level 3: None.
• Software/Driver version: The version of the product you are using. For example, if you're running Sibelius 6.2, enter 6.2 here.

Filling in the Specifications of Your Computer

• PC Manufacturer: Set this to the manufacturer of your PC. If you have an Apple machine, choose Other or leave this blank.
• CPU Model/Speed: Set this to your processor Model and Speed. For example: Intel Core 2 Duo 2.66Ghz. If you have an Apple machine, leave this blank too. For help finding this information, visit www.sibelius.com/A578
• Apple Machines: Choose your machine from the categories provided (Apple Desktops, Apple Portables, Apple iMac/Mac Mini). If you are a PC user, leave this blank.
• RAM: Set this to the amount of RAM (random access memory) installed in your computer. For example, 2Gb. For help finding this information, please visit www.sibelius.com/A578
• Operating System: Set this to your operating system. For example, Apple Mac OS X 10.6 (Snow Leopard).
• Specific Apple OS or Windows Service Pack: Set this to the version of your operating system. For example, Service Pack 3 or 10.6.4
• Question Topic Level 1 and 2: Set this to the type of query, for example, Technical Support

Submitting this information will enable us to help answer your query quickly and efficiently. You can always log into the Support Center after submitting the case to update this information and to upload files to the case too. For help uploading files, please see www.sibelius.com/A642.