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Search: Posts Made By: jeffro
Forum: Post - Surround - Video 06-13-2018, 11:28 AM
Replies: 9
Views: 485
Posted By jeffro
Re: Avid Support ExpertPlus contract.....wheres the support?...

Thanks for the reply Mark, and sorry that the info from CS didn't help. This thread was started for ExpertPlus Support which is for current products. Your case was about HD Hardware that had reached...
Forum: Pro Tools 2018 06-12-2018, 11:05 PM
Replies: 25
Views: 1,390
Posted By jeffro
Re: Why does my iLok software have to up to date to run Pro Tools 2018?

Curious as well what version you had installed at the time. Any chance you can share the exact dialog text or a screenshot? There was a change back in August 2017 which was noted in Tech Alerts...
Forum: Licensing & Accounts 06-12-2018, 07:02 PM
Replies: 2
Views: 448
Posted By jeffro
Re: My iLok Account won't show my Subscription

Welcome to the community.


Quick (and very late) followup... you had multiple accounts so CS revoked and redeposited your licenses. Hope that helped!
Forum: Licensing & Accounts 06-12-2018, 06:54 PM
Replies: 2
Views: 267
Posted By jeffro
Re: Used PT license and my Avid account

You should be okay with this, but will reply via case to get more info.
Forum: Licensing & Accounts 06-12-2018, 06:49 PM
Replies: 1
Views: 150
Posted By jeffro
Re: Renewal or Upgrade?

The 30-day grace period is for Upgrade Plans with perpetual licenses. Your case shows you had a Pro Tools HD Annual Subscription (https://shop.avid.com/ccrz__ProductDetails?sku=DYNA20001) that ended...
Forum: Licensing & Accounts 06-12-2018, 06:43 PM
Replies: 1
Views: 160
Posted By jeffro
Re: Billing country and state cannot be changed because you have active subscriptions

Welcome to the community. This is something Avid would need to handle, and the support team is working on it.
Forum: Licensing & Accounts 06-12-2018, 06:36 PM
Replies: 3
Views: 233
Posted By jeffro
Re: 'Subscription License has expired'

Support (http://avid.force.com/pkb/articles/faq/How-do-I-use-my-support-services) is included with your subscription, so you can start a support case or call to get this solved. I deposited temp...
Forum: Licensing & Accounts 06-12-2018, 06:28 PM
Replies: 4
Views: 365
Posted By jeffro
Re: Charged for something I did not buy

Checked your case and it shows this is not a charge from Avid. The Complete Plug-in Bundles are annual subscriptions provided at no cost since you had Plug-In and Support Plans that were active when...
Forum: Licensing & Accounts 06-12-2018, 06:18 PM
Replies: 2
Views: 440
Posted By jeffro
Re: Additional Value Content is included now?

We discontinued the Plug-Ins and Support Plan, but new purchases and subscriptions still include those bonus plug-ins (http://www.avid.com/pro-tools/included-plug-ins#Bonus-plug-ins). Pro Tools...
Forum: Post - Surround - Video 06-12-2018, 04:11 PM
Replies: 9
Views: 485
Posted By jeffro
Re: Avid Support ExpertPlus contract.....wheres the support?...

A couple recent cases of yours showed crashing and playback dropouts that were fixed by upgrading to 12.7.1. Guessing there have been more interactions than this based on your comments so please let...
Forum: Post - Surround - Video 06-12-2018, 04:05 PM
Replies: 9
Views: 485
Posted By jeffro
Re: Avid Support ExpertPlus contract.....wheres the support?...

Most recent case showed that the logs you submitted didn't contain anything definitive, so the support rep provided some troubleshooting steps for your Pro Tools HD 10 system. Did those steps not...
Forum: Post - Surround - Video 06-12-2018, 03:58 PM
Replies: 9
Views: 485
Posted By jeffro
Re: Avid Support ExpertPlus contract.....wheres the support?...

Sorry that we dropped the ball here. One of our moderators escalated this and I believe a support rep is working on your clocking issue.
Forum: Pro Tools 2018 06-09-2018, 04:58 PM
Replies: 4
Views: 266
Posted By jeffro
Re: Have to manually update the channel instrument every time you change an insert?

Not seeing that here - selecting a different VI on an Instrument Track changes the VI, and the MIDI on that track then triggers the new VI (the Instrument settings update automatically). Please...
Forum: Pro Tools Software (Mac) 06-09-2018, 01:17 PM
Replies: 3
Views: 306
Posted By jeffro
Re: How did I do that?!?

What gets displayed can be changed from the Mix Window View Selector button (bottom left of the Mix window) or the Mix Window Views (View menu). Perhaps you selected All at the bottom of one of...
Forum: Pro Tools 2018 06-06-2018, 09:35 PM
Replies: 3
Views: 200
Posted By jeffro
Re: Missing stock plugins

Glad you found Trim (http://resources.avid.com/SupportFiles/PT/Audio_Plug-Ins_Guide_2018.4.pdf#G78.1227655). It is a mono plug-in and is also available in multi-mono format (with channels linked by...
Forum: Licensing & Accounts 06-06-2018, 02:18 PM
Replies: 9
Views: 302
Posted By jeffro
Re: Install / Activate TL Space TDM ?

Started a support case to get this solved. Please look for a case notice email and reply to that. Thanks!
Forum: Licensing & Accounts 06-06-2018, 09:40 AM
Replies: 9
Views: 302
Posted By jeffro
Re: Install / Activate TL Space TDM ?

Screenshot didn't make it... what's the exact name of the license in your iLok account?
Forum: Licensing & Accounts 06-05-2018, 08:58 PM
Replies: 9
Views: 302
Posted By jeffro
Re: Install / Activate TL Space TDM ?

Those pages/links time out so you need to start at avid.com/plugins/space#Download (http://www.avid.com/plugins/space#Download)
...
Forum: Virtual Instruments 06-05-2018, 01:43 PM
Replies: 263
Views: 86,578
Posted By jeffro
Re: AIR Mini Grand: no 'long' sound, just short notes

I'll look into these and follow up via support cases.
Forum: Licensing & Accounts 06-01-2018, 10:55 PM
Replies: 5
Views: 337
Posted By jeffro
Re: Pro tools subscription not activating

Best to start a support case via my.avid.com (http://my.avid.com) > Access The Support Center to provide your info to Avid CS, but I deposited temp licenses to get you up and running now.
Forum: Licensing & Accounts 05-16-2018, 11:32 PM
Replies: 117
Views: 9,258
Posted By jeffro
Re: MachineControl and Avid Complete Plugin Bundle for Pro Tools Ultimate

Sorry, should have been more specific... it aligns with the original expiration date, and refreshes just before that date if you have renewed your plan. This is the same way the Pro Tools HD Plan...
Forum: Licensing & Accounts 05-16-2018, 10:02 PM
Replies: 2
Views: 497
Posted By jeffro
Re: Activate Perpetual "box" ordered, but online NOW

We have traditionally only sold new boxed copies since an iLok USB key was included (required). Since the iLok is now optional I believe we are working on a downloadable option for new purchases....
Forum: Licensing & Accounts 05-16-2018, 09:41 PM
Replies: 2
Views: 462
Posted By jeffro
Re: License not showing up in Ilok manager - First time user - new to this - bare wit

Welcome to the community.

I see you have 2 iLok User IDs, and your licenses are in the one that uses your email address as the ID. You can move your iLok over to that account (if it's empty) or...
Forum: Licensing & Accounts 05-16-2018, 09:14 PM
Replies: 117
Views: 9,258
Posted By jeffro
Re: MachineControl and Avid Complete Plugin Bundle for Pro Tools Ultimate

This thread is about Pro Tools Ultimate licensing. With Pro Tools Ultimate, the Complete Plug-In Bundle is not a 'gift' but rather part of the Upgrade and Support Plan (replaces the Pro Tools HD...
Forum: Licensing & Accounts 05-12-2018, 10:10 AM
Replies: 12
Views: 1,009
Posted By jeffro
Re: Thank you for your recent purchase? What purchase? lol

I can look into this further but I do see iZotope RX Elements and Sound Ideas were added to your account last week so perhaps those triggered the email? Stay tuned...
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