iLok License Surrender Issues

[Scgala]

Pro tools 11 is finally working!!!!!!:d

[mhuang]

I bought pt10 back in may and got the pt10/11 bundle on my ilok, and then I bought the complete production toolkit for anticipation of upgrading to pt11hd.

I just bought the pt10+cptk to pt11 HD upgrade and when I attempt to activate my PT11HD licenses, I get the error message "One or more licenses to surrender cannot be found in your account".

[Bruce Paine]

Originally Posted by mhuang

I bought pt10 back in may and got the pt10/11 bundle on my ilok, and then I bought the complete production toolkit for anticipation of upgrading to pt11hd.

I just bought the pt10+cptk to pt11 HD upgrade and when I attempt to activate my PT11HD licenses, I get the error message "One or more licenses to surrender cannot be found in your account".

Hi Michael,

I put in a request/suggestion over the weekend for customers in your situation, that have the bundled Pro Tools 10/11 license instead of the other 2 choices:

PT10 + CPTK to PTHD11 (for users with the non-bundled PT10 license)
PT9/10 + CPTK to PTHD11 (for users with the bundled PT9/10 license)

We need to add one more choice to the store, for users like you:
PT10/11 + CPTK to PTHD11 (for users with the bundled PT10/11 license)

In the meantime, I've given your info to Avid CS for followup.

[sedge]

I am in a similar situation having selected PT10+CPTK to PT11HD upgrade, when i should have probably chosen PT9/10+CPTK to PT11HD upgrade. I discovered the problem with the same error message at ilok.com and found my license to be the PT9/10 bundle. This is truly a house of pain. Is there some way that AVID and Ilok can better communicate between themselves the status of customer licenses? We really need more feedback as our support tickets once recognized have gone unanswered.

[kevinmac]

I ordered the ProTools HD 11 upgrade from ProTools HD 10 earlier today. I logged into iLok.com to check that the license was deposited there (my Avid account gives me all the PT 11 downloads and says to visit iLok.com for the license), but nothing new is in there. I haven't installed the new iLok manager yet--I just wanted to make sure everything was ready before diving in. How long does it take for this to transfer in? Should the PT11 license be showing up in "My Licenses" online? I would assume so... but nothing new is in there.

[kevinmac]

It showed up, and synced perfectly in one minute. iLok seems to be working fine as far as I can tell!

[DigiTechSupt]

Originally Posted by sedge

I am in a similar situation having selected PT10+CPTK to PT11HD upgrade, when i should have probably chosen PT9/10+CPTK to PT11HD upgrade. I discovered the problem with the same error message at ilok.com and found my license to be the PT9/10 bundle. This is truly a house of pain. Is there some way that AVID and Ilok can better communicate between themselves the status of customer licenses? We really need more feedback as our support tickets once recognized have gone unanswered.

Please check your email, thanks!
-jc

[hwill2008]

Hi digi Support -

I think I have also done this - purchased the PT 10 CPTK to HD bundle

In my ilok account it says I have no licenses to surrender ..I clearly see the CPTK license but I have a 9-10 bundle ?

I need help asap

Please get in touch

[hwill2008]

Really could do with some help here from you Avid !

[jplebre]

HI guys

@JC, I'm in the same situation, Purchased PT10 in May, got the PT11 bundle (PT10+PT11) and have had CPTK for years.

Yesterday bought PT10CPTK to PTHD11 and followed iLok known issue page. No Luck. Submitted ticket to iLok

I see that you forwarded details to AVID CS for customers in a similar situation to mine.

Please help,

best
João