PT11 HD upgrade won't recognize PT10 as part of 9+10 bundle

[BrianJArmstrong]

I have purchased the upgrade from PT10+CPTK to PT11 HD.

Only problem is, for whatever reason, because my PT10 is bundled with PT9, I can't activate PT11 HD. It finds CPTK just fine, but it can't find PT10.

Is this a known issue, or am I doing something wrong?

PS, does this mean I won't be able to run PT10 with CPTK anymore?!?!

[Bruce Paine]

2 things I found...

According to your registration today:
Pro Tools 10/CPTK to Pro Tools HD11 Exchange
Instead of one of the other options on the dropdown list for what was actually on your iLok account, such as Pro Tools 10+9 Bundle, it looks like you chose the single Pro Tools 10+CPTK to HD 11 exchange.

The other thing I found was that it looks like someone at Avid has already been contacted, since I see activity on your iLok account today other than what the upgrade order would indicate.

I don't want to mess with what they might be doing, so need to wait a bit.

In answer to your other question, the new license you get is a bundled Pro Tools HD 11 license, which includes Pro Tools HD 11 and Pro Tools HD 10. See this sticky post in the Pro Tools 11 forum regarding CPTK upgrades

[BrianJArmstrong]

Full story:

I upgraded to PT11 which deactivated my PT9+10 bundle but then realized I should have upgraded to PT11 HD.

I requested a refund for PT11, saying I'd be upgrading to PT11 HD.

Refund was granted and after asking what licenses I needed reinstated, I said PT10, which was reinstated.

Now all the licenses I had before (I believe) are on my iLok and activated. But still, for whatever reason, PT10 is not being found as a valid upgrade component for PT11 HD.

I know the PT10 license works because I can still run PT10 + CPTK.

Does this help?

In regards to the 2nd question, that sticky says I will need to surrender my CPTK license as well as my PT10 license.

To be crystal clear, that means I will NOT be able to use PT10 with all the features CPTK unlocks? If so... why? Why would I be able to keep PT10 but not CPTK? I see no logic in that.


EDIT: just saw that PT10 HD is included in PT11 HD. that answers the 2nd question. I think. haha.

[Bruce Paine]

Hi Brian,

I sent you an email just now to try and help. Since it is the weekend, I'll see what I can do to get you going.

[Bruce Paine]

I found your upgrade order receipt, and did the following...

Order Id : 4266169 - Pro Tools | HD 11 Upgrades - PT10 + CPTK to PTHD11 - Deposited Pro Tools 10 license with surrender of Pro Tools 10+9 Bundle to allow completion of Pro Tools 10+CPTK to PTHD 11 Crossgrade.

Go ahead and activate the Pro Tools 10 license, which will replace the Pro Tools 10 Bundle.

Then activate the Pro Tools HD 11 Bundle license, and you should be all set. Reply to my email if that doesn't work the way it should.

[BrianJArmstrong]

Bruce,
I know we've continued a thread of this via email, but wanted to say thank you publicly, here in the thread.

Thank you very much for your quick assistance. Very much appreciated.

[Barry Johns]

Originally Posted by BrianJArmstrong

Bruce,
I know we've continued a thread of this via email, but wanted to say thank you publicly, here in the thread.

Thank you very much for your quick assistance. Very much appreciated.

Bruce has always been a Rock Star with me going way beyond what I would have expected! A true shining star at AVID!!!!!!

[Bruce Paine]

Thanks for the thanks, always glad to hear when things get resolved.

[Drew Mazurek]

Originally Posted by Bruce Paine

.

I know that's a "cool" emoji, but it's always struck me as a guy smirking!

[Runnytofu]

Originally Posted by BrianJArmstrong

I have purchased the upgrade from PT10+CPTK to PT11 HD.

Only problem is, for whatever reason, because my PT10 is bundled with PT9, I can't activate PT11 HD. It finds CPTK just fine, but it can't find PT10.

Is this a known issue, or am I doing something wrong?

PS, does this mean I won't be able to run PT10 with CPTK anymore?!?!

I.. just did the same bloody thing. ARRRRRGH. Have something that I'd really rather be editing on the new machine, rather than having to plug all of my gear back into old faithful.