Ilok error. CustomerNotFoundException: Unknown Customer GUID

[PN2013]

Hi, I bought the upgrade for CPTK to PT11, the paymnet went fine and i got the confirmationmail from Avid. But when I should activate/registrate my PT11 Ilok give me this error

com.paceap.ias.services.ilokremote2.exceptions.Cus tomerNotFoundException: Unknown Customer GUID

Tried several times and verified that its the same account that hold the PT10 CPTK

Anyone have the same problem ?

BR
Eric

[reneo]

Same here...

[Ed Douglas]

Ditto. See below.

http://duc.avid.com/showpost.php?p=2051927&postcount=95

[DigiTechSupt]

We are looking into this error and will report back as soon as we have more info.

Thanks,
jc

P.S. Don't forget... CS phones are open today if you need PT11 Registration/Activation help.

Weekend Support on 6/22 & 6/23 only, 8am – 5pm PDT.

Call (US) 1-650-731-6100 and choose Option 3.

[DigiTechSupt]

Originally Posted by PN2013

...when I should activate/registrate my PT11 Ilok give me this error
com.paceap.ias.services.ilokremote2.exceptions.Cus tomerNotFoundException: Unknown Customer GUID

Hey PN2013 - We could not find you account based on your DUC email. Can you please update your email address to your registered address or start a support case?

http://www.avid.com/support/register/audio - ...submit your case to support here.

Thanks,
jc

[Greatbull]

Same here...
Gilles

[DigiTechSupt]

Originally Posted by Greatbull

Same here...
Gilles

Found your account and see that you started a couple support cases - they were both in Pending Submission status (need to click Submit after presented with KB articles) so I submitted the first one so now it's in queue for CS. Please let us know if you don't get a response soon.
-jc

[Greatbull]

Thanks... Can't wait...
G.B.

[reneo]

Avid support helped me out: Got a pending license in my iLok account. But when I try to drag/activate the protools 11 upgrade to my iLok2, I got the error "One or more licenses to surrender cannot be found in your account."

[PN2013]

Originally Posted by DigiTechSupt

Can you please update your email address to your registered address

Thanks,
jc

Done !