Pro Tools product shows "No download available" (missing all installers)

[Stephan13]

Originally Posted by electrodaddy

Still got the same issue with my account. I contacted support and received download links via email. Slightly tedious if I have to do that for every update.

i have the same problem but dont know how to even contact Avid without opening/buying a support code - which seems ridiculous!

(attached is a screen shot of my product page)

[ndee]

Thank you electrodaddy, but the exact same problem like Stephan13 here....

Originally Posted by Stephan13

i have the same problem but dont know how to even contact Avid without opening/buying a support code - which seems ridiculous!

(attached is a screen shot of my product page)

Seems like you need to buy support for avid getting things right... or am I wrong?

[jeffro]

Originally Posted by ndee

...My account - good for another few months upgrade plan is saying:
Pro Tools Upgrade and Support Plan 2015 update
No download available. This product is a code only, or available on your purchased discs....

Checking your account (based on your community email address) shows an incomplete product - basically just a part which completes an Upgrade Plan (and that should not be sold on its own) but no actual Upgrade Plan. Who did you purchase this from? I'll start a support case to get more info and an invoice so that CS can look into it.

[jeffro]

Originally Posted by Stephan13

i have the same problem but dont know how to even contact Avid without opening/buying a support code - which seems ridiculous!

(attached is a screen shot of my product page)

Similar to ndee, I don't see an original Upgrade Plan product in your account, just the part which is provided to Upgrade Plan owners to 'update' their existing plan. I see you have a support case in progress so please check your email and reply to the latest case notice email. Thanks!

[jeffro]

Originally Posted by tatothekid426

Same here. No Pro Tools 10, 11 or 12 installers available and no answer with a solution for the problem.

Wasn't able to find an account from your user name or email address, but it's possible you are in a similar situation. If you only have an 'update' part listed then this isn't an Upgrade Plan and you should contact the seller to get the product you paid for. If you bought from the Avid webstore or one of our resellers then please start a support case via the Get Help link under Account Help and attach a copy of your invoice. Thanks!

[jeffro]

Originally Posted by electrodaddy

I can't believe Avid have failed to acknowledge that there is an issue and are ignoring all support requests. Really bad.

Requested additional info via your support case to try and assist.

[jeffro]

Originally Posted by dankin

Same here, but when I try to renew it, it says I have an "incompatible product in my cart"

Your plan shows active through next year, so just checking in to make sure everything's resolved.

[metaphisto]

I have the same issue, and second day I have tried to get it working. Lost a days mixing because of it.
I have tried everything, logging in and out of web, same for app manager and ilok and cannot get PT12 license to become available.
When I start protools it says I have no licenses available.
Any other clues would be much appreciated.
I have logged a ticket with support will post any insights when I get them.

[DigiTechSupt]

Originally Posted by metaphisto

I have the same issue, and second day I have tried to get it working. Lost a days mixing because of it.
I have tried everything, logging in and out of web, same for app manager and ilok and cannot get PT12 license to become available.
When I start protools it says I have no licenses available.
Any other clues would be much appreciated.
I have logged a ticket with support will post any insights when I get them.

Hi metaphisto,

One of our webstore team is already on your case. They'll be in touch with you soon regarding your concern. I've alerted the one handling your case already. Thank you

Best regards,
Tope

[GENERICMAN423]

All my pro tools 10 and 11 installers and plugins are missing. I thought that my license was perpetual, as in that I could always use them regardless if I had a support or upgrade plan. I really need some help sorting this out. I am confused.