New 2019 license, existing hardware. Need Digilink license!
 

I am an owner and original purchaser of an Avid HD Native card and an HD IO. I have been using PT10 HD but have recently decided to upgrade to PT 2019. Now I find out that I need this $300 Digilink license to use my HD Native card. However, from some research it seems that Avid will deposit a license for original owners of the hardware. Who do I contact to get this resolved?

Thank you.

Re: New 2019 license, existing hardware. Need Digilink license!
 

You should contact support. I just had a similar situation. They reset my account as I ordered the wrong version of PT and got me up and running.

http://duc.avid.com/showthread.php?t=406164

Good luck!

Re: New 2019 license, existing hardware. Need Digilink license!
 

Are you still planning or upgraded already? I'm pretty sure you should get that license on your updated license bundle

Re: New 2019 license, existing hardware. Need Digilink license!
 

Thanks- do you have to pay to contact them?

Re: New 2019 license, existing hardware. Need Digilink license!
 

Well, I would like to keep my 10HD license... I went ahead and bought 2019 out right. Does that mean they won't do anything for me?

Re: New 2019 license, existing hardware. Need Digilink license!
 

Contact support and ask them?

Re: New 2019 license, existing hardware. Need Digilink license!
 

You need to file a request/ticket in the ASC not here on the user forums.
The ASC portal is located in your my.avid.com login on the top right side.

ASC = Avid Support Center

Re: New 2019 license, existing hardware. Need Digilink license!
 

Not if you have a current update/support plan which sounds like you do.

Re: New 2019 license, existing hardware. Need Digilink license!
 

Do you want to run two systems?
If you do an upgrade of 10HD you get a combo license that includes 10HD along with the latest to replace your 10HD license. But it is a combo license that can't be split so only one HDX/HD system can use it at a time.

That explains why you didn't get the digilink license from the start as part of your 2019 combo ilok license. You only get it if you do a reinstatement/upgrade not a new purchase.
Now it is up to Avid to decide.

Re: New 2019 license, existing hardware. Need Digilink license!
 

And hopefully you bought PT Ultimate outright and not the non HD version that that cost around 600 dollars as you wont be able to use any HDX or HD gear with the non Ultimate (HD) license which is a lot more money than the non HD version.