PT12 upgrade from 11 has failed and my PT11 license is gone from ilok

[Cheesehead]

I'm hoping someone from Avid can chime in and help me with this because I don't seem to be able to get anywhere with it myself.

I bought an upgrade to PT12 HD using a card but as I was upgrading my PT11 license was removed from my ilok and no new 10 11 12 bundle has arrived to replace it, so now I have no PTHD license at all!

I can't even contact support about it, because I can't get a support code until my PT12 license arrives in my account.

I've been round and round the Avid site, but the only way to contact them if you don't have current support is to pay money.

Fortunately I waited until I had some down time to try the upgrade but I'm frankly less than impressed that you can be left in a situation with no PT license at all and no way to contact them to try and fix it!

[TAMBOR]

Put in a dispute with your credit card company and you'll get prompt attention.

One reason why I don't want to upgrade my 11HD.

[unkJE]

You can get a Trial license to keep you working until everything’s sorted:

http://connect.avid.com/Pro-Tools-Trial.html

“Just fill out the form, choose the software you wish to try (Pro Tools 11 or Pro Tools HD 11*), submit your info, provide your iLok ID and download your software.”




That'll allow time for a Moderator to push your case "up the line" = "Hey Jeffro, another miracle needed, please!"

[jeffro]

Originally Posted by Cheesehead

I bought an upgrade to PT12 HD using a card but as I was upgrading my PT11 license was removed from my ilok and no new 10 11 12 bundle has arrived to replace it, so now I have no PTHD license at all!

I see a Pro Tools HD 11 Bundle in your iLok account that was deposited today, so in your Avid account...

1. Click My Products and Subscriptions
2. Click Upgrade and Support Plan for Pro Tools | HD Software
3. Select the Pro Tools HD 11 Bundle and click Submit
4. Follow the prompts to complete the upgrade

I can't even contact support about it, because I can't get a support code until my PT12 license arrives in my account.

You can click Access the Support Center in your Avid account to start a support case.

If the above doesn't help, please reply here or a start a support case. Thanks!

[Cheesehead]

Thanks Jeffro et al.

I did have the 11 demo standing by in the end.

The upgrade has now worked, Avid gave me a new temporary 11 surrender license, a bit scary though for a while.

Good to know support is available on the good old Duc if things get tricky.

After my experience I'd advise people strongly to only do this upgrade in downtime if your rig is your livelihood, but I suppose that applies to any upgrade.

Now lets see what 12 has to offer.