Avid revoked Pro Tools HD 10 Bundle license off my iLok [SOLVED]

[tombx]

***UPDATE: please disregard this thread. this turns out to be a case of (my) user error rather than Avid's action. Avid has already corrected my mistake and re-deposited the Pro Tools HD 10 Bundle amazingly quick - thank you.

this is unbelievably wild. i still can't believe what Avid did...

in my iLok and Avid accounts, i have multiple HD and Pro Tools licenses of different versions up to and including 12 perpetual. i have multiple Mac systems and archive them at a particular version, embargoing any further updates.

on Friday afternoon, i was moving some licenses from one iLok to another. after one move of sixty licenses in a Waves Horizon TDM bundle, i noticed that the donor iLok no longer had a Pro Tools HD 10 Bundle (4) on it! it had been there as recently as the day before when i checked that license was OK to go on a version 1 iLok.

checking the products registered in my Avid account, still showed i have a Pro Tools HD 10.0 Upgrade from PTHD 9 license there. i also still have a Pro Tools HD 9 license in both my iLok and Avid accounts so it's not that i hadn't traded in one of those license when i upgraded back on February 1st, 2012.

i wrote in to iLok customer service thinking that something must have happened accidentally when i used the iLok License Manager to move the Waves Horizon TDM bundle. imagine my surprise when iLok replied that Avid had revoked my license for the Pro Tools HD 10 Bundle that i have had for over five years! they said that i would have to take up the issue with Avid. i didn't even know that it was possible for them to claw back existing licenses off of iLoks. also, all of my licenses have been paid for. none of them were promotional giveaways nor cracks.

i've written in to Avid support about this. it's weird that they don't have an automated e-mail message response to acknowledge receipt of my case submission. let this be a head's up to you to keep an eye on the Avid licenses on your iLok - hopefully you won't find yourselves in a similar situation having to fight to get back licenses you already bought and registered...

has anyone here ever heard of Avid revoking valid licenses?

i have several days left on the 30 day grace period to renew the annual support on my Pro Tools HD 12 perpetual license. this has given me additional reason to think again about forking more money over to Avid.

thanks,
Bernard

[TOM@METRO]

This has been sent up the ladder, Bernard.

Hopefully you will hear something very soon.

Are you sure this wasn't an upgrade surrender at some point?

[jeffro]

Reviewed your accounts and see there was a Pro Tools Perpetual Bundle (with 10/11/12) deposited the same date/time that the Pro Tools HD 10 Bundle was revoked. That lines up with the Pro Tools Upgrade Plan Reinstatement you did on that date which would require you to select an existing license/bundle to surrender to complete the upgrade. So it looks like you simply surrendered the wrong bundle in the process. We should be able to straighten this out, so will follow up via your support case. Thanks.

[tombx]

hello Jeffro, i just replied to your Avid Customer Care response. thanks very much for looking into this and figuring out what happened.

apologies, my bad! thanks in advance for correcting my user error and re-depositing my valued Pro Tools HD 10 Bundle. i promise i will take the utmost care safeguarding it once i get it back.

i'll also go ahead and purchase an annual support plan renewal for my Pro Tools HD 12 perpetual license!

thanks,
Bernard

[unkJE]

Originally Posted by tombx

thanks,

This linked Thread now has a “Perpetual license” (currently open for Christmas 2017) – please feel free to add your +1 for Jeffro!

http://duc.avid.com/showthread.php?t=387211

[jesele]

+1

[tombx]

+1 definitely. thanks again, Jeffro!

thanks,
Bernard