License Disappeared

[jeffro]

Originally Posted by smurfyou

Hi Jeffro, I'm having the same or very similar issue. I started a case last night...

Couldn't find your account or case based on your DUC email, but if everything looks okay in iLM (meaning you see your license activated) then next thing to check is the Release Limit date when you right+click > Show Info for the license. Make sure you installed a version that was released up through that date. If you have a case# I can check further...

[smurfyou]

Originally Posted by jeffro

Couldn't find your account or case based on your DUC email, but if everything looks okay in iLM (meaning you see your license activated) then next thing to check is the Release Limit date when you right+click > Show Info for the license. Make sure you installed a version that was released up through that date. If you have a case# I can check further...

Thanks case # is 04064164. My email might be different. Not at the machine at the moment but I'll check ilok in a bit. Thanks.

[smurfyou]

Release Limit Date is 7/12/20 which is pretty upsetting considering I'm on a current Support and Update plan...

[jeffro]

Originally Posted by smurfyou

Thanks case # is 04064164. My email might be different. Not at the machine at the moment but I'll check ilok in a bit. Thanks.

Originally Posted by smurfyou

Release Limit Date is 7/12/20 which is pretty upsetting considering I'm on a current Support and Update plan...

Looks like a different issue than this thread - license was there but didn't refresh. Will reply via case.

[m4tune]

I've the same problem!
License of the ilok gone. Nothing on icloud.com. Panic!
Activated the Covid Demo to save the day.
2 days later license back out of nowhere.

Support from ilok.com - not existent over a week now.
Oliver from AVID got back a day later or so.

What I want is a permanent emergency license let's say for 3 days or so for the next time.
Is it too much asked for 20+ years customers who spent yearly hundreds of bucks for minor updates?

Sure, maybe the 50$ ilok is dying…but this thing doesn't tell and there is no tool to check this. And ilok.com would be happy to sell their overpriced products…

But come on guys…AVID when will you understand that being more giving is saving your ass in the future?

[jeffro]

Originally Posted by bobcharest

...I don't see an expiration date on the iLok (I thought I'd seen the correct date previously) so I'm still a bit in the weeds.

Looks like this was solved through your support case. To check your license's Release Limit date... right+click > Show Details on the license in iLok License Manage. It should match the expiration of your Update Plan in my.avid.com/products > Pro Tools.

[jeffro]

Originally Posted by Slideslinger

...My subscription never updated - showing that it lapsed on Nov 14...

Sorry for the delay... will update your case so please check your email.

[Slideslinger]

Hi Jeffro - All's well that ends....well, not so quick!
Avid support has their hands full with this iLok "glitch". I never got an actual explanation as to what that error is exactly. But, in their defense they deposited temp licenses in my iLok account covering me thru Dec 14, so I'm up and running for the time being. I've been assured that they'll have it all straightened out, for everyone affected, in short order.

We are still processing your Pro Tools license update, we do apologize about the delay due to a large number of requests.
I'll keep your updated once completed.

We have encountered a system error wherein your Pro Tools Subscription license did not automatically update in your iLok account. We will manually update your Pro Tools licenses in your iLok account. I'll notify you on another email once your licenses have been updated.

[bobcharest]

Originally Posted by jeffro

Looks like this was solved through your support case. To check your license's Release Limit date... right+click > Show Details on the license in iLok License Manage. It should match the expiration of your Update Plan in my.avid.com/products > Pro Tools.

Hi Jeffro,

Thanks for your reply (and all the help you provide those on this forum!)

I was able to get the license back onto my iLok, but the expiration date is still blank. My online account correctly shows the expiration date of August 22, 2023.

I've updated my support case with this info.

Best regards,
Bob Charest

[jeffro]

Originally Posted by bobcharest

...I was able to get the license back onto my iLok, but the expiration date is still blank...

There shouldn't be any date listed in the Expiration column (it's a perpetual license), but it should show the end date next to Release Limit (at the bottom of Show Details for the license in iLok License Manager). Your license looks correct here - it should authorize any version from 10.0 through current. If that's not working, please deactivate then activate the license on your iLok.