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  #1  
Old 07-07-2015, 05:06 PM
jburik1176 jburik1176 is offline
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Default Unable to link Avid Master Account with iLok account "Failed to access the User ID"

I'm trying to activate a PTHD12 upgrade code and am unable to do so because I can't link my ilok account with my Avid Master Account. Each time I try to link it I get the error message: "Failed to access the User ID. Please try again."
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  #2  
Old 07-07-2015, 05:10 PM
Drew Mazurek's Avatar
Drew Mazurek Drew Mazurek is offline
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Default Re: Unable to link Avid Master Account with iLok account

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Originally Posted by jburik1176 View Post
I'm trying to activate a PTHD12 upgrade code and am unable to do so because I can't link my ilok account with my Avid Master Account. Each time I try to link it I get the error message: "Failed to access the User ID. Please try again."
And the login and password work on iLok.com right?
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  #3  
Old 07-07-2015, 05:11 PM
jburik1176 jburik1176 is offline
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Default Re: Unable to link Avid Master Account with iLok account

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Originally Posted by Drew Mazurek View Post
And the login and password work on iLok.com right?
Yes. I am able to log in both at ilok.com and by way of the iLok license manager.
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  #4  
Old 07-07-2015, 05:20 PM
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Drew Mazurek Drew Mazurek is offline
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Default Re: Unable to link Avid Master Account with iLok account

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Originally Posted by jburik1176 View Post
Yes. I am able to log in both at ilok.com and by way of the iLok license manager.
Cool. Sounds like Jeffro needs to look into this. Stand by.
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  #5  
Old 07-07-2015, 06:19 PM
ptuser22 ptuser22 is offline
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Default Linking ilok account to avid Account

I am getting the following error
Failed to access the User ID. Please try again.

I can sign in on ilok.com and the ILM no problem - but can't link my ilok account to my Avid Account. Thus I am unable to register my Pro Tools license.
Not sure why this is so difficult Register this confirm address confirm email .....
lots of steps to even get Pro tools up and running.....
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  #6  
Old 07-07-2015, 06:21 PM
ptuser22 ptuser22 is offline
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Default Re: Linking ilok account to avid Account

I also started a registration support case - but got no help back just a generic email to make a post here ....
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  #7  
Old 07-07-2015, 06:54 PM
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Default Re: Unable to link Avid Master Account with iLok account "Failed to access the User I

Quote:
Originally Posted by jburik1176 View Post
I'm trying to activate a PTHD12 upgrade code and am unable to do so because I can't link my ilok account with my Avid Master Account. Each time I try to link it I get the error message: "Failed to access the User ID. Please try again."
Quote:
Originally Posted by jburik1176 View Post
Yes. I am able to log in both at ilok.com and by way of the iLok license manager.
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.
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  #8  
Old 07-07-2015, 07:11 PM
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jeffro jeffro is offline
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Default Re: Unable to link Avid Master Account with iLok account "Failed to access the User I

Quote:
Originally Posted by ptuser22 View Post
I am getting the following error
Failed to access the User ID. Please try again.

I can sign in on ilok.com and the ILM no problem - but can't link my ilok account to my Avid Account. Thus I am unable to register my Pro Tools license.
Not sure why this is so difficult Register this confirm address confirm email .....
lots of steps to even get Pro tools up and running.....
Quote:
Originally Posted by ptuser22 View Post
I also started a registration support case - but got no help back just a generic email to make a post here ....
Found your case - there's an auto-reply that's sent to let you know the case got logged and it provides some info. An agent should be handling this soon, though you didn't include your iLok User ID in your description and I couldn't find an account based on your email address. Can you please reply to the email you got and put your iLok User ID at the top of the email? Please include any email address you would have registered your LE software to as well. Thanks!
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  #9  
Old 07-07-2015, 08:41 PM
roberts roberts is offline
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Default Re: Unable to link Avid Master Account with iLok account "Failed to access the User I

looks like a problem on Avid's end - nobody can link an ilok account to an Avid account at all. It's not isolated to one user it's happening to everybody.
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  #10  
Old 07-08-2015, 03:58 AM
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Drew Mazurek Drew Mazurek is offline
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Default Re: Unable to link Avid Master Account with iLok account "Failed to access the User I

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Originally Posted by roberts View Post
looks like a problem on Avid's end - nobody can link an ilok account to an Avid account at all. It's not isolated to one user it's happening to everybody.
I did it no problem. So have many thousands of others.
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