License upgrade interrupted, unable to complete now

[onbeat]

I tried to activate my new license and the Ilok manager said something like the servers were down. When I tried again, my old perpetual licenses were gone except for Avid upgrades.Now I get a message "One or more licences to surrender cannot be found in your account". What gives, now I have no licenses and can't run my previous 12.5? I have another perpetual license on another computer and now am afraid to update that. I now see the bundle that was supposed to be upgraded is in the "unavailable" section of the Ilok license manager.

[onbeat]

Well, I started a support case with both Avid and Ilok and Ilok resolved my issue first. Happy camper again.

[rogerhavoc]

I am having the same problem. Do you mind sharing what had to be done? I am about to start a support case with iLOK as well. Thanks so much!

Cheers,

Roger

[onbeat]

I started cases with both Avid and Ilok. Ilok responded first with an email telling me that they reset my license. About an hour later, Avid support also called me. I gotta admit, I was surprised at how quickly both companies responded. Go to Ilok.com and start a support case in the protected software area in support. It's kind of convoluted but under support go to "protected software" then go to "software plugins", then "iLok has valid license, but not authorizing software". You can create a support ticket from there.