ilok License Manager & HD11 Upgrade confusion

[Bob Olhsson]

Ilok's management definitely needs to go away.

[sunburst79]

Originally Posted by Bob Olhsson

Ilok's management definitely needs to go away.

One things for sure. That they could be more accessible and open in regards to engaging their end users. Generally speaking I much prefer iLok over challenge and response and my own experiences have been good. But the customer service horror story's we heard on this forum for decade never cease.

[TOM@METRO]

The concept of ilok (IMHO) is wonderful.

Offering "TLC" is great for those unwilling to purchase their own insurance.

And, while there are still a few bugs that need attention, the biggest problem is the image they have created, of a company that has no real concern about the end users issues. Good phone support while this new system is being perfected would go a long way toward repairing this troubled image.

[TCM]

Originally Posted by BigMeany

6 days later Im able to transfer the license into my account.

No notification from ilok, I just kept going back to ilok manager everyday and trying to complete the surrender.

I personally think [bleep][bleep][bleep][bleep] like this is unacceptable, I pay 1k to upgrade my license and that license gets taken away with the customer left unable to use their software!? Insane! JC had to save me from iloks blunders. If not for him, I would have not been able to use my HD license for days.

I personally think ilok needs to go away.

Ilok still doesn't work!

To prepare for the PT 11 install, I installed the new ilok manager yesterday thinking after this amount of time that they have cleaned up their mess: I was sorely mistaken!

The ilok manager cannot connect to the ilok server, one of my iloks seems to have lost all the licenses.

Is this company really this incompetent?

[simontheoracle]

I took the plunge today to upgrade from PT 10HD TO 11HD not knowing about this issue. And low and behold I have exactly the same issue.

I get the following message when trying to drag the PT HD11 bundle licenses that are in the Available tab in Ilok license manager to my ilok:

"One or more licenses to surrender cannot be found in your account. Click ok to end this operation."

The PT 10HD bundle is now greyed out and appears in the Unavailable tab. I can't even proceed with the installation of PT11 HD as it can't find the licences in my ilok account and therefore stops in the installation process.

I have raised an ASC with Avid and also raised a support ticket with ilok.

I really hope this gets resolved ASAP!

[nst7]

Keep in mind you don't need to purchase an ASC for registration/activation issues, which this falls under. This type of support is free. If you did purchase one, make sure they refund you.

[simontheoracle]

Originally Posted by nst7

Keep in mind you don't need to purchase an ASC for registration/activation issues, which this falls under. This type of support is free. If you did purchase one, make sure they refund you.

I got a free ASC code with the HD11 upgrade. However thanks for letting me know as I will request this back.

[Southsidemusic]

Originally Posted by simontheoracle

I got a free ASC code with the HD11 upgrade. However thanks for letting me know as I will request this back.

Hi

Have you tried to do a Sync/Repair and deactivate and reactivate the licenses in the ilok2 from the ILM (latest version)

Best Wishes
Christopher

[simontheoracle]

Originally Posted by Southsidemusic

Hi

Have you tried to do a Sync/Repair and deactivate and reactivate the licenses in the ilok2 from the ILM (latest version)

Best Wishes
Christopher

Hi Christopher. Yes I did that 3 times but still no joy. I performed clean installs each time and I even trashed the related pace preferences before doing the install. I don't even have the option to deactivate or reactivate the Pro Tools HD10 bundle licence as it's permanently greyed out and only appears in my Unavailable list within ILM.

It's very disappointing but hopefully will be resolved soon when Avid or iLok get back to me.

[Bruce Paine]

Originally Posted by simontheoracle

Hi Christopher. Yes I did that 3 times but still no joy. I performed clean installs each time and I even trashed the related pace preferences before doing the install. I don't even have the option to deactivate or reactivate the Pro Tools HD10 bundle licence as it's permanently greyed out and only appears in my Unavailable list within ILM.

It's very disappointing but hopefully will be resolved soon when Avid or iLok get back to me.

Check your iLok License Manager now, you should be able to put your PTHD 11 bundle on your iLok 2.