iLok License Surrender Issues

[Wicked-Mama]

Well now I got the same problem, tried Safari Chrome and Firefox...
and in the meantime I am stuck with an upgrade from CPTK + bundle PT9/10 to PT 11HD that won't get accepted because I have PT9 AND PT10 instead of having a bundle PT9+10... Any help would be REALLY appreciated.

[Southsidemusic]

Originally Posted by Wicked-Mama

Well now I got the same problem, tried Safari Chrome and Firefox...
and in the meantime I am stuck with an upgrade from CPTK + bundle PT9/10 to PT 11HD that won't get accepted because I have PT9 AND PT10 instead of having a bundle PT9+10... Any help would be REALLY appreciated.

Hey

Sending this to Avid admins and they will have an answer regarding what to do,

Are you saying you bought the "wrong" upgrade option?

Best
Chris

[Bruce Paine]

Originally Posted by Wicked-Mama

Well now I got the same problem, tried Safari Chrome and Firefox...
and in the meantime I am stuck with an upgrade from CPTK + bundle PT9/10 to PT 11HD that won't get accepted because I have PT9 AND PT10 instead of having a bundle PT9+10... Any help would be REALLY appreciated.

Try it now. I revoked the original Pro Tools HD 11 Bundle license and deposited a new license with correct surrender options (CPTK+Pro Tools 10 instead of Pro Tools 10+9 Bundle).

Since you don't have a Pro Tools 10+9 Bundle, you should have had an option in the upgrade list to choose CPTK + Pro Tools 10 to Pro Tools HD 11.

But in any case, you should be able to complete the activation now.

[FritsFlits]

I purchased the "Pro Tools | HD 11 Upgrades PT10/11 + CPTK to PTHD11" tonight, but I cannot activate it. My iLok message says: "One or more licenses to surrender cannot be found in your account."

I have the CPTK and purchased ProTools 10 in the past. Because I was a student more then a year ago I got a free upgrade to ProTools 11. Because of that I have on my iLok: PT11 Free Sdnt Upgrade - Pro Tools 10 / Pro Tools 11. That's why I thought I should buy the PT10/11 upgrade to HD. But it is not working.

Can an admin help me to fix this?

[Southsidemusic]

Originally Posted by FritsFlits

I purchased the "Pro Tools | HD 11 Upgrades PT10/11 + CPTK to PTHD11" tonight, but I cannot activate it. My iLok message says: "One or more licenses to surrender cannot be found in your account."

I have the CPTK and purchased ProTools 10 in the past. Because I was a student more then a year ago I got a free upgrade to ProTools 11. Because of that I have on my iLok: PT11 Free Sdnt Upgrade - Pro Tools 10 / Pro Tools 11. That's why I thought I should buy the PT10/11 upgrade to HD. But it is not working.

Can an admin help me to fix this?

Hi and Welcome to the Community

I am sending this to the SuperAdmins and someone will get back to you.

My guess is that you got the wrong upgrade, it is not the first time so don't sweat that too much

Hang tight

Christopher

[FritsFlits]

Alright, I hope they can help me. Thank you!

[Bruce Paine]

Originally Posted by FritsFlits

I purchased the "Pro Tools | HD 11 Upgrades PT10/11 + CPTK to PTHD11" tonight, but I cannot activate it. My iLok message says: "One or more licenses to surrender cannot be found in your account."

I have the CPTK and purchased ProTools 10 in the past. Because I was a student more then a year ago I got a free upgrade to ProTools 11. Because of that I have on my iLok: PT11 Free Sdnt Upgrade - Pro Tools 10 / Pro Tools 11. That's why I thought I should buy the PT10/11 upgrade to HD. But it is not working.

Can an admin help me to fix this?

I'm looking into this with Avid CS. I'll get back to you with a solution.

[FritsFlits]

Thank you :) do you need my ilok id?

[Bruce Paine]

No, we have it already. CS is investigating.

[Bruce Paine]

Originally Posted by FritsFlits

Alright, I hope they can help me. Thank you!

You should be all set, see the Private Message I sent you.