One or more licenses to surrender cannot be found

[manymax]

Today I installed Pro tools 12.5 on my computer and the following happens when I run Pro tools:

"You dont have any licenses in your account, or none of the licenses have activations available. You have one pending license delivery that requires you to surrender one or more licenses from you account"
In the info says, that i have to surrender a ProTools 12 License, in order to complete the activation. In my iLok2 i have the license bundle "ProTools 10/11/12 (NT) (3). When i try to complete the process an error message appears:

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

Thanks in advance for any help!

[Southsidemusic]

Hi

You need to start a support case from your Avid account, if you need any assistance let me know and I will escalate this.

Are you on PT10 and want to update to PT12? Do you own a license for PT12?

[manymax]

Hi,
I have a license in my iLok account for pro tools 10, pro tools 11 and pro tools 12. I have 4 years free student upgrades. There is no problem with pro tools 11. You can see the picture.
regards

[manymax]

I write here because already five days I can not find the solution of my problem, and I'm not getting any help from the Avid support. I wrote to them 3 times and never got a response, a few hours ago I received an email that said: Your case number 03180716 is now closed. If this issue has not been resolved to your satisfaction, please reference this number when contacting Customer Care. Is this a bad joke by Avid??? I never got help from them and any response.
I tried to call the phone number on their homepage, but to answer my call they want to have a ASC - Avid Support Code which costs 39 dollars. Why should I pay for a problem that is due to their policy of licenses. I don't know what to do and where to find a real help. My Avid support case is 03180716
Тhe problem I have is the following:
the following happens when I run Pro Tools 12:

"You dont have any licenses in your account, or none of the licenses have activations available. You have one pending license delivery that requires you to surrender one or more licenses from you account"
In the info says, that i have to surrender a ProTools 12 License, in order to complete the activation. In my iLok2 i have the license bundle "ProTools 10/11/12 (NT) (3). When i try to complete the process an error message appears:

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

I have a license in my iLok account for pro tools 10, pro tools 11 and pro tools 12. I have 4 years free student upgrades. There is no problem with pro tools 11. I tried to sync my ilok and all options inside but no success.
Please help me!!!

[TOM@METRO]

Actually, it appears to me that ilok is asking for a surrender of your Pro Tools 10 license. Not the 10/11/12 license.

[Southsidemusic]

We had to do this manually and what happens if you choose your PT10/11/12 bundle as surrender seeing that this exact thing happened to us but ILM chose just the PT12 license, not the bundle and as soon as i chose the bundle the surrender and update went thru.

Try that and let us know what happens

[manymax]

Yes, I must surrender my Pro Tools 10 license and receive the 10/11/12 license. And then an error message appears: "One or more licenses to surrender cannot be found in your account".

[Southsidemusic]

What PT12 version are you trying to upgrade to from Pt10?

[TOM@METRO]

Originally Posted by manymax

Yes, I must surrender my Pro Tools 10 license and receive the 10/11/12 license. And then an error message appears: "One or more licenses to surrender cannot be found in your account".

Was your PT 10 license deposited on a physical ilok? If so, be sure that ilok is available while attempting the surrender.

[manymax]

I tried to activate the Pro Tools licenses separately not the bundle and got always the same error. I tried to activate the Pro Tools 12.3 and Pro Tools 12.5. And yes my PT 10 license is deposited on my physical ilok, and the ilok is connected on my mac computer. But inside my ilok account the pro tools 10 license is transparent and is located in the unavailable window, but I have the same pro tools 10 license on my PT11 Bundle.Check out the photos.

P.S
to see if I have a license of pro tools 10 on my ilok I just installed pro tools 10 on my computer. Pro Тools 10 opens without a problem with the Complete Production Toolkit. This means that the license of pro tools 10 is there, it is the same with pro tools 11. What can I do guys???