Avid incident

Pro Tools is unable to open existing Cloud Projects (CPIB-548)

Critical Resolved View vendor source →

Avid experienced a critical incident on November 14, 2023 affecting Pro Tools Projects & Collaboration, lasting 5d 20h. The incident has been resolved; the full update timeline is below.

Started
Nov 14, 2023, 11:13 PM UTC
Resolved
Nov 20, 2023, 08:03 PM UTC
Duration
5d 20h
Detected by Pingoru
Nov 14, 2023, 11:13 PM UTC

Affected components

Pro Tools Projects & Collaboration

Update timeline

  1. investigating Nov 14, 2023, 11:13 PM UTC

    For some users on some systems, Pro Tools indicates that it is not connected to the internet even if it is. We are working to identify the cause of this issue and will provide further updates when we have them.

  2. investigating Nov 15, 2023, 09:38 PM UTC

    We have resolved the issue that leads to sign in failure for Pro Tools, however we are seeing that opening existing cloud projects leads to a stalled "Checking project status" or "Waiting for download to begin" dialog. We are continuing to investigate and will provide further updates when available.

  3. investigating Nov 16, 2023, 07:53 PM UTC

    We are continuing to investigate this issue.

  4. resolved Nov 20, 2023, 08:03 PM UTC

    This issue is now resolved. Projects are now able to be accessed successfully.