pro tools plan expiration date changed on ilok

[boomernang]

Hi all - just trying to understand what is going on here

I have a perpetual license that i bought in February 2019 and had a "Pro Tools Plan" and a "Avid Falcon AAX" come up on the ilok that expired in February 2020.

In February 2020 I paid for another year of Updates/Support which says correctly in my avid master account expires in February 2021.

Everything was fine until I checked my ilok manager the other day... it says that my "Pro Tools Plan" expired in April 2020. But there is still the "Avid Falcon AAX" which says expires in February 2021.

I contacted support ages ago but still haven't heard back.

Also, I'm not even sure how all this works. I assume the "Avid Falcon" is for plugins... why does the "Pro Tools Plan" have to be on the ilok when I can download pro tools and get support from the avid master account? Does the perpetual license get connected to the "Pro Tools Plan" for activation?

Thanks

EDIT: Could this be related to the current thread http://duc.avid.com/showthread.php?t=409627 ?

[DigiTechSupt]

Originally Posted by boomernang

Hi all - just trying to understand what is going on here

I have a perpetual license that i bought in February 2019 and had a "Pro Tools Plan" and a "Avid Falcon AAX" come up on the ilok that expired in February 2020.

In February 2020 I paid for another year of Updates/Support which says correctly in my avid master account expires in February 2021.

Everything was fine until I checked my ilok manager the other day... it says that my "Pro Tools Plan" expired in April 2020. But there is still the "Avid Falcon AAX" which says expires in February 2021.

I contacted support ages ago but still haven't heard back.

Also, I'm not even sure how all this works. I assume the "Avid Falcon" is for plugins... why does the "Pro Tools Plan" have to be on the ilok when I can download pro tools and get support from the avid master account? Does the perpetual license get connected to the "Pro Tools Plan" for activation?

Thanks

EDIT: Could this be related to the current thread http://duc.avid.com/showthread.php?t=409627 ?

Hi,

Upon checking, your licenses are all looking as they should. I've also alerted the licensing regarding your support ticket.

-Tope

[boomernang]

Hi thanks for the quick reply... How were you able to check as I did not provide a case number?

It does not look fixed yet

.. i did supply a screen shot of my ilok manager to avid support when i last contacted them

[boomernang]

should i supply my case number?

[DigiTechSupt]

Originally Posted by boomernang

should i supply my case number?

I was able to pull up the Email registered on your duc account.
I've responded to the support case. Please check your Email.

Thanks!
-Tope

[boomernang]

thanks i have responded a few times.. we will continue there - thanks

[boomernang]

Hi - I just want to say thanks to the pro tools support team. I think i misunderstood how the ilok works. The only thing active on my ilok is a perpetual license. I have updates/support until Feb 2021 according to my master account on the avid website. I thought that update/support plan had to be on the ilok but obviously not as ive been told twice now that everything is ok.

Thanks again