"No Qualifying iLok" - Can't download PT11

[sparky3000]

So, I've seen this question asked here in multiple threads but it seems to have been handled "in PMs" and never resolved publicly.

My apologies if I'm asking a redundant question, but I've made multiple attempts to figure this out and I'm down to the $80 blackmail "support" option as my only means of figuring this out. (Great, considering I've spent tens of thousands on Avid products, and simply want to spend more... yet can't.)

I am a PT10 owner. (One HD Native system and one PT10 on my laptop.)
Bought it a year or so back.

I want to upgrade to 11 on my new laptop. (Macbook.)

I understand (?) that I am eligible for the $299 upgrade to PT 11, being an owner of the 10 bundle.

I ordered PT11 online, paid for it and got my confirmation email.

When I click "download products" I'm taken to a page to enter my activation code, which I do. Then, I'm taken to a page to enter my iLok, which I do. This is where the problem starts.

"No qualifying ID in this iLok account."

Despite being able to log in and clearly see my PT10 bundle on my key... I get this message repeatedly. I see it at iLok.com, I see it in the iLok manager and both my systems recognize PT10 on my iLok 2 key.

Has anyone else had this problem, and if so... what is the solution? Am I missing something here?

[sparky3000]

"There are no qualifying upgrade products on this iLok account. Please try another iLok account."

Is the exact message


And I should also qualify: I bought the full Pro Tools HD 10 Native a year ago. I used the software on my laptop and mac pro at home.
I just move the key back and forth.

I am currently trying to upgrade my macbook to PT11, and hence having the "no qualifying upgrade product" error message.


Edit: I may be answering my own question - I have a PT10 HD license and may have simply chosen the wrong PT10 upgrade price option?



Ugh... looks like I'm now trying to figure out how to get a refund for the wrong upgrade purchase.

[Darryl Ramm]

First of all, as has been covered on DUC a lot before, you do not need to purchase an ASC for registration type problems.

Most of these problem are simple finger problems of entering the wrong iLok account, having a typo, or accidentally purchasing the wrong upgrade bundle. From your last comment looks like you did that and purchased a PT upgrade not a PT HD upgrade. Go ahead and just contact Avid. One way is here.... http://avid.force.com/Support/RegistrationCaseCreation or the Avid Store here http://avid.force.com/Support/cc_avid_ContactUs. Avid folks on this forum might also be able to help.

[Craig F]

So you have 2 iLoks? one with 10 and one with 10HD, correct?
You want to upgrade your 10 to 11 leaving your 10HD alone, correct?
You do have a v2 iLok, at a year old I would assume so but thought I should ask.

These things are usually handled in PMs do to accounts being discussed.

[Southsidemusic]

I think you tried to use the "Vanilla" Pro Tools option as the HD option cost 599 USD and not 299 USD

This needs to be handled by Ilok or Avid so email both and let them know what you did wrong.

If nothing resolves please post back and I will forward this to the correct people for changing this upgrade to the correct one

Best of Luck
Christopher

[sparky3000]

Thanks guys,

You're right... I chose the wrong upgrade cost. Wishful thinking, I suppose.
Seems like Avid should provide ways of upgrading from within the account itself. (Maybe they do and I'm just not aware.)

Now, we'll see how this refund process goes... I just ordered the 599 option and filled out the "digital refund request" form, which it said could take up to 10 biz days. We shall see...

Thanks for your input!



EDIT: If you have any additional advice regarding the return, let me know. Thus far nothing went to my iLok because I wasn't able to download the "wrong" license.
So, I'm hoping it's as simple as a refund for the PT10 "vanilla" I hadn't downloaded yet...