Avid Pro Audio Community

Avid Pro Audio Community

How to Join & Post  •  Community Terms of Use  •  Help Us Help You

Knowledge Base Search  •  Community Search  •  Learn & Support


Avid Home Page

Go Back   Avid Pro Audio Community > Pro Tools Software > Licensing & Accounts

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 07-06-2020, 03:29 AM
TomR TomR is offline
Member
 
Join Date: Jun 2020
Location: Melbourne, Australia
Posts: 10
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?
Reply With Quote
  #2  
Old 07-06-2020, 04:13 AM
JFreak's Avatar
JFreak JFreak is offline
Moderator
 
Join Date: Jan 2003
Location: Tampere, Finland
Posts: 24,849
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.
__________________
Janne
What we do in life, echoes in eternity.
Reply With Quote
  #3  
Old 07-06-2020, 03:55 PM
TomR TomR is offline
Member
 
Join Date: Jun 2020
Location: Melbourne, Australia
Posts: 10
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?
Reply With Quote
  #4  
Old 07-06-2020, 05:02 PM
JFreak's Avatar
JFreak JFreak is offline
Moderator
 
Join Date: Jan 2003
Location: Tampere, Finland
Posts: 24,849
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.
__________________
Janne
What we do in life, echoes in eternity.
Reply With Quote
  #5  
Old 07-06-2020, 10:39 PM
DigiTechSupt's Avatar
DigiTechSupt DigiTechSupt is online now
Avid
 
Join Date: Jan 2000
Location: Worldwide
Posts: 33,877
Default Re: One or more licenses to surrender cannot be found in your account

Quote:
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
AVID Community
__________________
Avid Audio Tech Support
Help us help you - read this before posting
Support FAQ
Reply With Quote
  #6  
Old 07-07-2020, 11:00 AM
DigiTechSupt's Avatar
DigiTechSupt DigiTechSupt is online now
Avid
 
Join Date: Jan 2000
Location: Worldwide
Posts: 33,877
Default Re: One or more licenses to surrender cannot be found in your account

Quote:
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
__________________
Avid Audio Tech Support
Help us help you - read this before posting
Support FAQ
Reply With Quote
  #7  
Old 07-07-2020, 03:11 PM
TomR TomR is offline
Member
 
Join Date: Jun 2020
Location: Melbourne, Australia
Posts: 10
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!
Reply With Quote
  #8  
Old 07-07-2020, 05:10 PM
TomR TomR is offline
Member
 
Join Date: Jun 2020
Location: Melbourne, Australia
Posts: 10
Default Re: One or more licenses to surrender cannot be found in your account

Quote:
Originally Posted by DigiTechSupt View Post
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?
Reply With Quote
  #9  
Old 07-07-2020, 06:07 PM
DigiTechSupt's Avatar
DigiTechSupt DigiTechSupt is online now
Avid
 
Join Date: Jan 2000
Location: Worldwide
Posts: 33,877
Default Re: One or more licenses to surrender cannot be found in your account

Quote:
Originally Posted by TomR View Post
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,
Tope
__________________
Avid Audio Tech Support
Help us help you - read this before posting
Support FAQ
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
You dont have any Licenses in your account Rudiekazu2 Licensing & Accounts 16 10-10-2017 09:47 AM
Too Many Licenses in Account kcsound Licensing & Accounts 1 08-11-2017 10:28 AM
One or more licenses to surrender cannot be found manymax Licensing & Accounts 12 04-06-2017 12:00 AM
The license Pro Tools 10+9 Bundle [Avid] requires surrender of the following licenses Kin3tix Pro Tools 10 1 05-06-2013 07:15 PM


All times are GMT -7. The time now is 11:26 PM.


Powered by: vBulletin, Copyright ©2000 - 2008, Jelsoft Enterprises Limited. Forum Hosted By: URLJet.com