My ProTools 12 EDU license is not in my iLok Account - auto-upgrade from PT10

[gabrielaudio]

Hi!

I have an automatic upgrade to ProTools 12 licensed in my Avid Master Account, but it's not in my iLok Account. I've read that some people had the same issue. Please, if there's somebody from Avid's support service, send me a message. I really need to solve this and I understand it is not my fault.

The section "My Products and Subscriptions" shows that I have PT 12.2.1 license, but the "Products Not Yet Downloaded" section is empty. The same in my iLok Account, no references to any PT 12 license or Renewal license...just nothing. Only the old one (PT 10) or a demo or trial that I had in the past.

Please check the images attached



P.D.: it also doesn't allow me to link the duc.avid.com account with my Avid Master Account

[StillHollow]

Open the iLok manager and drag the license from the main display over to your iLok. Make sure you are logged in too for this to work.

[gabrielaudio]

Originally Posted by StillHollow

Open the iLok manager and drag the license from the main display over to your iLok. Make sure you are logged in too for this to work.

As I said, there is NO license in the whole iLok account (not in the iLok, not in the account, etc...). And the Avid Application Manager says that the PT 12 license is not activated.

I bought a PT 10 EDU years ago and now I want to upgrade it to 12 (it had included several years of free upgrades). My AVID account shows that i have the license of the PT 12 but it's not in my iLok account (I only have the PT 10 license there). Check the screenshots attached in my previous message.

So, I don't know what to do. Waiting to see if some of the Avid guys see my message. At the end this kind of issue is not my fault. I can't understand how a big company like this makes me pay more than 40€ for being able to talk with the support service for a problem that is definitely not my fault.

Thanks anyways

[gabrielaudio]

Up!

Still without a solution...Avid are you there?

[Southsidemusic]

Originally Posted by gabrielaudio

Up!

Still without a solution...Avid are you there?

This is a user forum with members helping members and if you need Avid support you need to start a ASC from Avid website or if you are on an active plan from within your Avid account.

[gabrielaudio]

Originally Posted by Southsidemusic

This is a user forum with members helping members and if you need Avid support you need to start a ASC from Avid website or if you are on an active plan from within your Avid account.

So I have to pay almost 40 € for something that is definitely an Avid's issue...Amazing customer support....

Anyway, I found other topics where users received support from Avid's members.

[Top Jimmy]

Originally Posted by gabrielaudio

So I have to pay almost 40 € for something that is definitely an Avid's issue...Amazing customer support....

Anyway, I found other topics where users received support from Avid's members.

When logged into your account, can you not access the support center and create a new support case?


Sent from my iPad using Tapatalk

[gabrielaudio]

Originally Posted by Top Jimmy

When logged into your account, can you not access the support center and create a new support case?


Sent from my iPad using Tapatalk

No, the period of free upgrades or support passed, that's why the last version I have licensed is the PT 12.2.1 (and not the 12.8, etc...). But I understand that it should be automatically added to my iLok even if the period passed, since I have the right to use it. I shouldn't need to do anything regarding it...it's Avid's fault and this kind of support should be for free.

[Darryl Ramm]

Avid usually provides free help for licensing related questions. Hidden in plain site if you look through their support section or google for it....

http://avid.force.com/Support/RegistrationCaseCreation#