License Disappeared

[Ben Jenssen]

There's been similar incidents reported lately, I experienced it myself. License gone from iLok Manager. I fiddled around.. and somehow it came back. I think maybe it had to do with me logging out and logging in on iLok Manager. Have you tried that?

[Eric Seaberg]

Thanks for the reply. I did that several times yesterday and also this morning... still missing, even though it shows up in my Avid licenses on the site. Very odd.

Will keep you posted if I resolve this.

[ulisauer]

Same here. After updating 2020.5 to 2020.11 PTU does not see the ilok license anymore. Avid support did not reply since yesterday.

[Darryl Ramm]

Originally Posted by ulisauer

Same here. After updating 2020.5 to 2020.11 PTU does not see the ilok license anymore. Avid support did not reply since yesterday.

What do you mean by “Pro Tools not seeing” a license... what exactly does ILM show is on your iLok? If you have not already you should do some basic troubleshooting like others here... actually check what is in the iLok, reinstall the latest ILM, resync the iLok etc. Do you have ZDT? ... if so can you invoke that? Maybe iLok accidentally revoked a license covered by ZDT? Does the license show as surrendered (did you deliberately or accidentally surrender the license in a subscription renewal) and need to resync the new subscription license? — that is a very likely cause for Pro Tools licenses being revoked around now.

Fast response from Avid support is unlikely to happen...but you can help yourself here by doing everything you can yourself and being clear about what you have tried and if still stuck post a support incident number here and hopefully jeffro or others can help get attention on that.

[unkJE]

After installing the latest ILM, any “disappeared” licenses should be visible in “Available licenses”. If so, move license/s to iLok, then Synchronize.

Avid Knowledge Base - Pro Tools 2020.11 Release Info
https://avid.secure.force.com/pkb/ar...1-Release-Info

Authorization
Update to the current version of iLok License Manager before activating licenses to your iLok

[rschweng]

Same thing happened to me.
Faulty ilok license.
Open a support ticket - they fixed mine really quickly.

[Osk]

Please Jeffro if you read this it will be of invaluable help if you could check my case 04055596.

I've got a reply on Friday from customer support they said they need to investigate the issue.
Thank you for contacting AVID Global Customer Care.

Upon checking your account, we found out that you still have an active subscription while your iLok is showing that your licenses are revoked. We're still investigating this matter on our end

It's not an active subscription it is a perpetual licence with the renewal of 1 year for updates and support.

I know this is related to the problem you solved for me less than a month and a half ago.

Please please help, the nightmare is back..

[ulisauer]

Originally Posted by rschweng

Same thing happened to me.
Faulty ilok license.
Open a support ticket - they fixed mine really quickly.

Lucky you. We have the same issue, after three days they replied and fixed the license BUT accidentally removed the DigiLink IO
this is just bad.

[Osk]

Its sorted! Thank god..
I launched ilok licence manager and my perpetual licence was showing up! Deposited today! Thanks so much to whoever fix it, if it was you Jeffro many thanks!
Pro Tools activated and all sweet!

[spwwuk]

At least you got 2020.11 running. I installed, iLok license disappeared. Did complete removal and reinstall but, although I was able to reactivate the license, 2020.11 is unusable as it won't launch - just crashes on launch screen. Once again, complete removal and reinstall of 2020.9 and everything now works. Hmmmm.