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  #1  
Old 09-13-2017, 09:27 PM
Just Phab Just Phab is offline
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Join Date: Dec 2015
Location: San Diego
Posts: 4
Default License Surrender Process Fails and Doesn't Work !!!!!

Can someone help me understand why in the middle of my session My PT12 is randomly disabled despite buying the software outright (Non Subscription) Paid in full.

The dialog box tells me I need surrender license(s) in order for those licenses to be ported over the latest iLok with no reason articulated.

Why? Even when I attempted to try and and comply with the surrender it failed. I am unable to select the surrender items and click complete. Is there a bug?

Was this ever unit tested internally before releasing this for customer consumption?

If I haven't dropped any clues (and clearly have) ..... yes I am extremely frustrated and seeking remedy.

Killed all and any creative flow I had and I was in the zone after having not been able to get there. Uncool. Buzz Kill. But let's collectively find a remedy here and in haste kid got work to do.
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  #2  
Old 09-13-2017, 09:58 PM
Darryl Ramm Darryl Ramm is offline
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Default License Surrender Process Fails and Doesn't Work !!!!!

Did you search in DUC for anything related to the error you got? There have been licensing issues that have hit folks recently that are discussed here. Did you upgrade ILM? Which addresses the most common recent issue (that is not just just with PT First, that this article sounds like...). http://avid.force.com/pkb/articles/E...hing-Pro-Tools (that does not sound like what you are getting... but upgrading ILM is usual troubleshooting anyhow).

What *exactly* did the message say? It is trying to upgrade to what? What exact Pro Tools 12 product (standard? HD?) and version are you running.

If that is not it, open a support case so folks here can escalate for you. One guess for random stuff like this us somebody has provided your iLok account info when trying to activate/upgrade a product. Think carefully who has that info, if you may have exposed it when say selling licenses to others.

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Last edited by Darryl Ramm; 09-13-2017 at 10:12 PM.
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  #3  
Old 09-14-2017, 08:07 AM
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panamajack panamajack is offline
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Default Re: License Surrender Process Fails and Doesn't Work !!!!!

Quote:
Originally Posted by Just Phab View Post
. . . If I haven't dropped any clues (and clearly have). . . .
Quote:
Originally Posted by Darryl Ramm View Post
. . . What *exactly* did the message say? It is trying to upgrade to what? What exact Pro Tools 12 product (standard? HD?) and version are you running. . . .
Without knowing which revision of Pro Tools you are running, readers may not understand the nature of your issue, or their ability to offer pertinent advice will be compromised.

There was a license change mid-stream in Pro Tools 12: the initial PT 12 license only works up until 12.5.x. For PT 12.6 and later, a different license is required.

Whether you are running Windows or a Mac OS is also significant. Not all versions of Pro Tools run on any version of a PC or Mac OS.

Whether you bought your license from Avid, from a third-party reseller, or previously-owned from a private party might also be significant.

Not all machines have the same USB ports; there have been issues with the iLok and USB 3 ports on some Apple products. There is always a possibility of unanticipated hardware failure. What specific version of the iLok manager did you install?

And, are you using a supported computer and a supported interface? Maybe clue readers into your setup: how much memory, CPU speed, type of hard drive, manufacturer or components if home-made, any additional hardware installed unrelated to Pro Tools?

What were you doing in the middle of your session when Pro Tools randomly disabled?

Got work to do? That's a good thing.
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PT10.3.10HD(Tyan s2932 [8core Shanghai 2.7GHZ] 32GB,Win7 SP1); PT10HD(Tyan s2892 w/10GB, Win7 SP1);PT8HD(Dell 690 quad Xeon 3.0, 8GB, Win7,192 I/O, 96 I/O);MacBook Pro: 11R, Apogee Element 46, Focusrite 8PreX PT HD 11.3.2; Mac Pro Neh 2.66 Quad 8GB, OSX 10.11.6/L10.3.1;L9.1.8, 2.64TB; G5 D2.3 4GB, 10.4.11/L8; 12c MP 2.66/32GB PT12.4; Structure, GigaGS3, Kontakt 5, Garratin, Sibelius 8.5.1, Finale25,EMU,Vegas Pro 12/11/10/; RME HDSP9652,MOTU 2408 MKIII/1224/308, FX,Kurz,L5s,Strat,ASAT,JB,Zon
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  #4  
Old 09-14-2017, 07:21 PM
Just Phab Just Phab is offline
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Join Date: Dec 2015
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Default Re: License Surrender Process Fails and Doesn't Work !!!!!

Thanks Darryl for the prompt reply and thoughtful insights. Here is what I recall, I opened a session began mixing and decided to close the session and open a different session and something caused the application to hang. I believe it was an older session that was mapped to an old hardware source.

I force closed PT12 and attempted to reopen it and that is when I got the message telling me I needed to Surrender my existing license Keys or Buy the Software again.

I believe also receive a dialog box telling me my existing iLok was out dated and to upgrade. Which I did but the navigation for executing the surrender fails. I am unable to select the licenses to surrender and click complete. This is where the process appears to log jammed.

Here is my system infrastructure and Software

Hardware Overview:

Model Name: iMac
Model Identifier: iMac13,2
Processor Name: Intel Core i7
Processor Speed: 3.4 GHz
Number of Processors: 1
Total Number of Cores: 4
L2 Cache (per Core): 256 KB
L3 Cache: 8 MB
Memory: 16 GB
Boot ROM Version: IM131.010A.B09
SMC Version (system): 2.11f14

OSX: 10.9.5

USB 3.0 Hi-Speed Bus:

Host Controller Location: Built-in USB
Host Controller Driver: AppleUSBXHCI
PCI Device ID: 0x1e31
PCI Revision ID: 0x0004
PCI Vendor ID: 0x8086
Bus Number: 0x0a


Audio Interface: Universal Audio Thunderbolt Apollo 8

ILM (iLok Manager 2nd Gen):
3.1.7.899 (r37900)
10 Licenses Owned by me,
Firmware Version 5.2

PT: Version 12.1.3
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  #5  
Old 09-14-2017, 07:24 PM
Just Phab Just Phab is offline
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Join Date: Dec 2015
Location: San Diego
Posts: 4
Default Re: License Surrender Process Fails and Doesn't Work !!!!!

Hi Darryl

I just tried to open PT again and it prompted me indicating that the last time PT was closed it was forced closed and presented options to either open the previous session or and I chose to open the last session and she booted flawlessly.

I was not presented with Surrender validations etc. Head scratcher.....

I'll take for now. Let me know if there actions I need to take to avoid reoccurrence. Thanks again for the insight and KT.

Just Phab
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  #6  
Old 09-14-2017, 09:57 PM
Darryl Ramm Darryl Ramm is offline
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Default Re: License Surrender Process Fails and Doesn't Work !!!!!

I would still check you are running the latest ILM software and update if not. (oops edit: I see you are on the latest 3.1.7).


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Last edited by Darryl Ramm; 09-14-2017 at 10:17 PM.
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  #7  
Old 09-16-2017, 11:40 AM
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jeffro jeffro is offline
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Join Date: Jun 1999
Location: CA
Posts: 6,892
Default Re: License Surrender Process Fails and Doesn't Work !!!!!

Sorry for the interruption here. Checked your account and I see you have a Pro Tools Perpetual Bundle (with 10/11/12) which was deposited in Sep 2016 for the 12.6 release. That's dependent on surrender of your Pro Tools 10/11/12 bundle which I assume if the one you are unable to select? Will get a support case going to solve this, so please look for a case notice email in a bit...
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