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-   -   Licenses expired on renewed Pro Tools Subscription (http://duc.avid.com/showthread.php?t=409627)

Willin2reck 04-17-2020 09:26 PM

Licenses expired on renewed Pro Tools Subscription
 
I tried opening a session today and It said I don't have an active license. When my ilok manager opened, my license was listed as "unavailable" and showing as expired. I renewed my subscription February 10th, and my monthly payments have gone through just fine. my license is set to renew feb 10th 2021. Not sure what to do at this point.

case # 03928155

Please help

TJ Allen 04-18-2020 02:19 AM

Renewal Is Pending on Active Subscription
 
Hey all,

I hope you are staying safe and well in the midst of all this.

I'm hoping someone can shed a light or some tips on resolving this as I'm guessing Avid's CS are swamped right now. I (somewhat reluctantly) moved to a subscription a little while back, but all of a sudden my iLok Account is saying 'Renewal Pending' and won't refresh. The system has seemingly automatically given me a couple of extra days to resolve the issue, but this expires tomorrow and I haven't heard anything back from Avid CS.

I'm already stretched working from home, and have multiple deadlines, so this is kinda the last thing I need right now. Any ideas for what can try? I've uninstalled iLok Manager, unlinked and relinked my iLok account etc. and the subscription is currently active and payments are being taken.

Any thoughts gratefully welcomed.

EDIT: Case Number: 03927466

Cheers,
Tim

JFreak 04-18-2020 08:04 AM

Re: Renewal Is Pending on Active Subscription
 
So I take it you have already tried to synchronize your license key?

TJ Allen 04-18-2020 08:34 AM

Re: Renewal Is Pending on Active Subscription
 
Hey JFreak,

Yes, have tried synchronising, deactivating and reactivating, unlinking and relinking my iLok Account - all to no avail.

The Subscription is active in my Avid Master Account, just not renewing with iLok.

The only thing that I can think that might be causing problems is the expired Support Subscription in my account. The new subscription is a totally new license.

JFreak 04-18-2020 08:35 AM

Re: Renewal Is Pending on Active Subscription
 
Okay then. Escalating...

TJ Allen 04-18-2020 08:39 AM

Re: Renewal Is Pending on Active Subscription
 
Many thanks - would my case number be useful? Any idea what the turnaround is like for CS at the moment? It's currently it's looking like my license is going to expire just after midnight tonight GMT.

JFreak 04-18-2020 08:40 AM

Re: Renewal Is Pending on Active Subscription
 
Just post here, may be helpful

TJ Allen 04-18-2020 08:47 AM

Re: Renewal Is Pending on Active Subscription
 
I've edited the original post to include it. Cheers,
Tim

Willin2reck 04-18-2020 09:42 AM

Re: Active subscription showing as expired on ilok?
 
I was able to get a hold of customer care via the phone and they provided me with a temporary license while this issue is fixed.

JFreak 04-18-2020 09:53 AM

Re: Active subscription showing as expired on ilok?
 
Good to hear. Could you also please post what was the culprit, once they get it fixed?


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