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  #1  
Old 07-06-2020, 03:29 AM
TomR TomR is offline
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Default One or more licenses to surrender cannot be found in your account

I am trying to surrender my previous license (10+9 Bundle) for a Pro tools 10/11/12 (NT). But when I click complete, it comes up with this message: One or more licenses to surrender cannot be found in your account. I've seen a few posts around asking a similar question but have found no solutions yet. Can anyone suggest how I could fix this issue?
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Old 07-06-2020, 04:13 AM
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Default Re: One or more licenses to surrender cannot be found in your account

Go open your iLok License Manager and double-check the licenses are on the key you think they are. Maybe they are not there but somewhere else.
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Old 07-06-2020, 03:55 PM
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Default Re: One or more licenses to surrender cannot be found in your account

Thanks for your response JFreak. I've attached 3 images below to show where my licenses appear in ilok manager. Any thoughts?
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Old 07-06-2020, 05:02 PM
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Default Re: One or more licenses to surrender cannot be found in your account

At least you have the licenses on your license key. Try to deactivate them so they are in your account "cloud" then try again.
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Old 07-06-2020, 10:39 PM
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Default Re: One or more licenses to surrender cannot be found in your account

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Originally Posted by JFreak View Post
At least you have the licenses on your license key. Try to deactivate them so they are in your account "cloud" then try again.
Thanks, Janne

I've also started a support case for him in case needed further assistance.

Tope
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Old 07-07-2020, 11:00 AM
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Default Re: One or more licenses to surrender cannot be found in your account

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Originally Posted by TomR View Post
Thanks for your response JFreak. I've attached 3 images below to show where my licenses appear in ilok manager. Any thoughts?
Hi TomR!

Your license is all set now. You should be able to see the correct license and activate it by now.

Thank you!
Tope
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Old 07-07-2020, 03:11 PM
TomR TomR is offline
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Default Re: One or more licenses to surrender cannot be found in your account

Thank you so much for your very quick and helpful response Tope! I have successfully activated the license on my ilok. Installing Pro Tools now. I honestly thought this issue would drag on for a long time. I appreciate the assistance. Thanks JFreak as well!
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Old 07-07-2020, 05:10 PM
TomR TomR is offline
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Default Re: One or more licenses to surrender cannot be found in your account

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Hi TomR!

Your license is all set now. You should be able to see the correct license and activate it by now.

Thank you!
Tope
Thank you again for your help. Now that ive downloaded and installed pro tools 12.5.2 i is not launching. the app logo in the dock opens but then application is not responding...any tricks to get a new installation to launch?
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Old 07-07-2020, 06:07 PM
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Default Re: One or more licenses to surrender cannot be found in your account

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Thank you again for your help. Now that ive downloaded and installed pro tools 12.5.2 i is not launching. the app logo in the dock opens but then application is not responding...any tricks to get a new installation to launch?
You might be running on an unsupported OS version. May we know what OS version you're currently running on?

Thanks,
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Old 07-07-2020, 06:20 PM
TomR TomR is offline
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Default Re: One or more licenses to surrender cannot be found in your account

I'm currently running MacOS Catalina 10.15.5 on a MacBookPro14,3 Quad-Core Intel Core i7 2.8 GHz. Would it help if I upgrade to Pro Tools 2020.5...or downgrade my OS?

Last edited by TomR; 07-08-2020 at 02:04 AM.
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