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-   -   Avid Removes Perpetual License from ILok (http://duc.avid.com/showthread.php?t=412994)

reflexson 12-02-2020 09:36 AM

Avid Removes Perpetual License from ILok
 
Panicking today. For the second time in 30 days, Avid has removed my Pro Tools Ultimate Perpetual License from my ilok. I have deadlines today and I don't know what to do. To make matters worse, when I call, it says that my support contract is expired even though it shows active in my avid account. Currently on hold with the hardware repair dept so I can at least try to get someone on the phone. This is beyond unacceptable. I bought a perpetual license and pay for the annual support. Ive been a loyal customer for 20 years. Why does avid have the ability to remove my license from my account at random? Im so pissed. Does anyone have any suggestions? Im grabbing at straws here.

atticmike 12-02-2020 09:55 AM

Re: Avid Removes Perpetual License from ILok
 
Quote:

Originally Posted by reflexson (Post 2585843)
Panicking today. For the second time in 30 days, Avid has removed my Pro Tools Ultimate Perpetual License from my ilok. I have deadlines today and I don't know what to do. To make matters worse, when I call, it says that my support contract is expired even though it shows active in my avid account. Currently on hold with the hardware repair dept so I can at least try to get someone on the phone. This is beyond unacceptable. I bought a perpetual license and pay for the annual support. Ive been a loyal customer for 20 years. Why does avid have the ability to remove my license from my account at random? Im so pissed. Does anyone have any suggestions? Im grabbing at straws here.

Accidentally traded your perpetual license for a subscription which ran out?

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reflexson 12-02-2020 09:56 AM

Re: Avid Removes Perpetual License from ILok
 
Quote:

Originally Posted by atticmike (Post 2585845)
Accidentally traded your perpetual license for a subscription which ran out?

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Nope. Updated my support contract through avid like I do every year. In my avid account it shows a pro tools ultimate perpetual license with an active support contract.

Teej 12-02-2020 10:19 AM

Re: Avid Removes Perpetual License from ILok
 
Quote:

Originally Posted by reflexson (Post 2585843)
Panicking today. For the second time in 30 days, Avid has removed my Pro Tools Ultimate Perpetual License from my ilok. I have deadlines today and I don't know what to do. To make matters worse, when I call, it says that my support contract is expired even though it shows active in my avid account. Currently on hold with the hardware repair dept so I can at least try to get someone on the phone. This is beyond unacceptable. I bought a perpetual license and pay for the annual support. Ive been a loyal customer for 20 years. Why does avid have the ability to remove my license from my account at random? Im so pissed. Does anyone have any suggestions? Im grabbing at straws here.

Can you start a demo license for Ultimate that should at least get you through the next few days?

reflexson 12-02-2020 10:29 AM

Re: Avid Removes Perpetual License from ILok
 
Quote:

Originally Posted by Teej (Post 2585848)
Can you start a demo license for Ultimate that should at least get you through the next few days?

This was an outstanding suggestion. Thank you!!!!! Got the demo license and I can continue working today. Currently been on hold for 1.5 hrs with avid phone support. What a day:(

musicman691 12-02-2020 11:11 AM

Re: Avid Removes Perpetual License from ILok
 
Quote:

Originally Posted by reflexson (Post 2585850)
This was an outstanding suggestion. Thank you!!!!! Got the demo license and I can continue working today. Currently been on hold for 1.5 hrs with avid phone support. What a day:(

Paging Jeffro

Tweakhead 12-02-2020 11:14 AM

Re: Avid Removes Perpetual License from ILok
 
if this is true, then it's truly scary.
did you test this thoroughly ? . . . such as:
1. Disconnect your computer from the internet. (Airport/Ethernet)
2. Launch iLok License Manager
3. Look at the licenses on your physical iLoks and their status

Is the Pro Tools license actually gone ?
or does it show a status ? iLok/Computer/Cloud
greyed-out/black, etc

Please keep us up to date on this.

reflexson 12-02-2020 11:40 AM

Re: Avid Removes Perpetual License from ILok
 
License is gone from ilok in ilok manager. It is not in the "all licenses" section, the"all activations" section, the "available activations" area or on my ilok where it used to be. The only thing I can think to do is change my ilok password once avid redeposits the assets into my account. There is absolutely no reason that they should have the ability to take away my perpetual license under any circumstance. Especially when I have a firkin valid support contract(although that should be irrelevant).

Top Jimmy 12-02-2020 12:15 PM

Re: Avid Removes Perpetual License from ILok
 
Reflexson, since you’ve got the temp license you’ve got some time available now. Start a support case via the portal accessible from your Avid account. Avid knows about the problem and why it is happening. They will get your license back for you.

reflexson 12-02-2020 12:23 PM

Re: Avid Removes Perpetual License from ILok
 
Quote:

Originally Posted by Top Jimmy (Post 2585863)
Reflexson, since you’ve got the temp license you’ve got some time available now. Start a support case via the portal accessible from your Avid account. Avid knows about the problem and why it is happening. They will get your license back for you.

I have submitted a case. Thanks. Avid responded saying that the pro tools subscription is in my account correctly.

1. I have a perpetual license not a subscription.

2. The license in my account is a demo license and expires in 30 days.

This is a huge headache. Im starting to worry that I will have trouble getting my perpetual license back.


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