What to do when your PT9 ILok fails

[Will Russell]

Hi,

I'm hoping Avid tech support reads this and replies.

Avid no longer offers a backup authorization for ProTools. In the event that my ILok fails and ILok cannot recover the authorization, what can I do in this situation other than buy a new copy of ProTools?

My intern had his Ilok fail in the middle of a film mix. He sent the broken ILok to Ilok and they sent him a replacement ILok but were unable to recover the authorization. They told him to contact Avid.

There is no way to contact Avid for support without paying them. WTF?

So even if he had purchased ILok insurance he's screwed here.

Even Waves could be contacted on the phone and would offer an immediate authorization in this situation.

Avid, what to do here?

[Drew Mazurek]

My understanding is that you'd give your CC info to start a support ticket, but once it's determined that an iLok failed and a replacement auth is needed, that you would be credited. At least this is how it worked for me when I needed a card repaired, and how it should work in general.

The reason Avid charges for support is to keep the support operators from spending all day dealing with idiots that don't read manuals or care to learn how to keep their tools in proper working order. A PITA for sure, but I guess they deem it necessary.