Missing Pro Tools Ultimate Perpetual iLok assets

[mattrixx]

Hi there,
I renewed my Perpetual sub on December 22nd 2022 and I have not received the iLok asset. It won't refresh etc.

The plugin bundles have updated to reflect another year on the expiry...

Only reason I knew something was up, was on launching Pro Tools Ultimate, I got the following message.... aargh.
Need to urgently get this sorted. (tried to log a support case). Have work to complete.

[unkJE]

First download the free Ultimate Trial so you can keep working while this gets sorted:
https://my.avid.com/get/pro-tools-trial

Assuming there’s nothing in your Avid MY ACCOUNT> My Products>Products Not Yet Downloaded – as well as nothing in iLok License Manager>View>Available Licenses, post your Case Number in this Thread, so Mods or Higher can escalate your Case.


new PM for you

[unkJE]

Can't understand why there's a "Subscription Expiration Warning" on your Perpetual license ...

Anyway, you should immediately be assigned a Case Number after you answer these questions (see pic):

https://avid.secure.force.com/Suppor...onCaseCreation

[mattrixx]

Thanks again my case number is- 04572874

[unkJE]

please check - sent new PM

[mattrixx]

Cheers. I just got the 30 day demo auth'd to my iLok, so that's bought me some time to find out what's gong on.

Thanks again.

[mattrixx]

Just a quick update.

Support got back to me several times asking for screenshots of my iLok autos etc etc. I sent them everything.
Have acknowledged that I am up to date and that it should have refreshed (Alas it has NOT), as Groovecell, Synthcell and the Plugin Bundles etc have refreshed and reflect the correct expiry date.
Now want to arrange a phone call (said they called and got voicemail, but there's no missed call on my phone).
They want to do a remote desktop session apparently... for what, I have no idea.

I now know why people get frustrated with AVID's "Expert Support Team".

[unkJE]

Hi again, Matt - please excuse if the following is “stating the bleeding obvious”!

My (Windows) ILM has been recently updated from 5.6.3 to 5.7
- install the latest Mac version, if you haven’t already done so.

As Avid have acknowledged you’re up to date, when your license finally appears and you’ve moved it to your iLok, right-click on your iLok in the LH column of ILM and select ‘Synchronize’

[mattrixx]

Originally Posted by unkJE

Hi again, Matt - please excuse if the following is “stating the bleeding obvious”!

My (Windows) ILM has been recently updated from 5.6.3 to 5.7
- install the latest Mac version, if you haven’t already done so.

As Avid have acknowledged you’re up to date, when your license finally appears and you’ve moved it to your iLok, right-click on your iLok in the LH column of ILM and select ‘Synchronize’

Yes, thanks unkJE,
I have been through all of these steps (also on latest 5.7).

[mattrixx]

To add insult to injury.. my "Expert Support" status doesn't work. Tried calling today and it said my system ID wasn't supported. Grrr