Unable to link Avid Master Account with iLok account "Failed to access the User ID"

[Gandy]

I've just activated (half an hour ago) a PT express card and avid linked it with ilok fine with no problems, now I'm trying to activate a full crossgrade card and I'm getting exactly the same issues as here. Submitted a case report to both ilok and avid.

edit

Avid have just emailed me: Please accept our apologies for the inconveniences encountered. We're currently experiencing a server issue and that's the reason why you received that error message.

They also talk about a temporary license so I can work in the meantime.

[jburik1176]

Originally Posted by jeffro

This is happening at avid.com/accountilok/DefaultILok?

I see that you updated your case with your iLok account info, and I see that Michael is working on it. I'll check in with him, thanks for your patience.

This is happening at: https://www.avid.com/US/accountilok/DefaultILok

in Firefox, Chrome, and Safari

[DuncanRI]

Is anybody else finding issues linking iLok User ID to Avid accounts currently?

This means I cannot do the planned purchase and upgrade to PT12 this weekend as I had planned. People cannot check-out and purchase with out an iLok User ID to Avid Account ID link.

It seems (assuming) Avid and iLok's servers are not talking to each other.

Checking Avid account page to the Linked iLok Account section shows as Not Linked. Countless attempts to link the iLok User ID have timed out.

Avid's infrastructure certainly needs a review. I find countless issues and this is another example, no notices available so far.

Anybody else aware of this or are any Avid engineers aware of a planned fix?

Thanks all.

[DuncanRI]

Was going to post in Tech issues section but I don't have permission to post there.

[ArKay99]

Originally Posted by DuncanRI

Was going to post in Tech issues section but I don't have permission to post there.

Perhaps a ping to a mod will help?

[Southsidemusic]

Hey Guys

Have tried all kind of tests and there is no issues here atleast.

I have no idea what the OP is actually asking but regarding having a hard time connecting to Ilok servers have been like that for ages so just try again in a few hours and see whats what

[JW3]

I am having the same issue. Cannot purchase PT12 upgrade because the checkout process hangs, then times out, on the connecting to ilok account page.

[DuncanRI]

So this is not an isolated case and its effecting multiple people. It's still occurring today. Avid cannot link to iLok's servers and need to invest in their infrastructure. Avid need to fix it ASAP, this is beyond a joke and is more than frustrating now!

[musicman691]

For those having issues like mentioned here make sure that cookies are enabled for both Avid and iLok accounts. Also make sure no script blockers are getting in the way. If you're behind a firewall try disabling that as well.

And I know this one is simple but make absolutely sure you're using the iLok account name and NOT the serial number of said iLok.

[JW3]

Originally Posted by musicman691

For those having issues like mentioned here make sure that cookies are enabled for both Avid and iLok accounts. Also make sure no script blockers are getting in the way. If you're behind a firewall try disabling that as well.

And I know this one is simple but make absolutely sure you're using the iLok account name and NOT the serial number of said iLok.

It's not a cookies issue. It's not an adblock or other extensions issue. It's not a firewall issue.