Avid Statements on Issue Affecting Some Media Composer Users
BURLINGTON, Mass, Sept. 25, 2019
5:00 p.m. EST Update
In an update to the Avid community, Avid posted a video with Kathy-Anne McManus, Senior Vice President of Global Customer Solutions and Services for Avid, who thanks customers and partners for helping us resolve the issue.
10:00 a.m. EST Update
Avid Confirms Reboot Issue Not Related to Avid Creative Tools
Today, Avid is confirming that the root cause for a reboot issue encountered by some of our customers has been identified and is unrelated to Avid and its creative tools. Google confirmed that a Chrome update "may have shipped with a bug that damages the file system on macOS machines." Google has paused its release and provided instructions for affected users.
Avid is also pleased to share that it has received no reports of data loss by affected customers. From the beginning when this issue was made known to Avid, our teams actively worked with customers, Apple and partners to identify solutions and communicate them to customers. At this time, most affected Avid customers have recovered from this issue by reinstalling their macOS. Avid received no reports of incidents from customers running on non-Mac operating systems. To reiterate, this was not an Avid issue, as was reported in some early media coverage.
We are proud of the coordinated response by Avid, Apple and our partners and we jointly thank our customers for their patience, support and assistance as we worked to quickly resolve this issue.
Avid CEO Jeff Rosica stated, "Avid is pleased that the reboot issue facing some customers is solved and while Avid products are not the root cause, we're keeping an intense focus on bringing all of our customers back online and back to work. Over the past 36 hours, the deep dive of due diligence working closely with Apple, PACE and other partners exhausted all options and we've landed in the right place as quickly as possible. We owe our special thanks to Avid's customer and user community for their typically strong show of support at this time, especially to those who welcomed our engineers into their studios to troubleshoot."
BURLINGTON, Mass, Sept. 24, 2019
6:15 p.m. EST Update
In an update to the Avid community, Avid posted a video with Jeff Rosica, CEO & President, and Dana Ruzicka, Chief Product Officer. They shared that the Avid team continues to work diligently to determine the root cause and resolve the issue. It includes practical and preventative advice for its users. Avid will continue to update customers directly via our community forums and social media platforms.
10 a.m. EST Update
Avid is aware of the reboot issue affecting Apple Mac Pro devices running some Avid products, which arose late yesterday. This issue is top priority for our engineering and support teams, who have been working diligently to determine and resolve the root cause. As we learn more, we will immediately publish information—directly to our customers and via our community forums and social media platforms—in order to resolve this issue for all affected customers and prevent any further issues.