iLok won't surrender PT 9 license

[newstrings]

Greetings,

I've upgraded to PT 10 from PT9 and installed the software. PT 9 license still on the iLok. When I try to download the license for 10, the iLok site tells me I must surrender the license for 9. Fine. But I get an error message from the site saying : 1 licenses required for surrender appear to be missing..etc.

I have syncronized the iLoks (I have two) and PT 9 is still sitting there, the website recognizes that. Yet I cannot authorize 10.

I have sent two service requests to iLok and have not heard back. I need to be up and running this weekend and really wanted to try out PT 10.

Any thoughts?

Thanks!

[newstrings]

Just an addition--I've heard from iLok, and they are saying it's Avid's fault:

Please contact the software developer of the software you are attempting to use for further information on the use and authorization of their product.

Your surrender terms dictate that you surrender a Pro Tools 9 license, you have a Pro Tools HD license. You cannot fulfill the terms to download your Pro Tools 10+9 Bundle at this time. Only the software companies are able to amend your surrender terms and assist you in preparing for your upgrade.

Strange that iLok has allowed me to run ProTools 9 for the past year without a license? A bit confusing.

Now waiting to hear from Avid...

Any thoughts are appreciated.

[crizdee]

Originally Posted by newstrings

Just an addition--I've heard from iLok, and they are saying it's Avid's fault:

Please contact the software developer of the software you are attempting to use for further information on the use and authorization of their product.

Your surrender terms dictate that you surrender a Pro Tools 9 license, you have a Pro Tools HD license. You cannot fulfill the terms to download your Pro Tools 10+9 Bundle at this time. Only the software companies are able to amend your surrender terms and assist you in preparing for your upgrade.

Strange that iLok has allowed me to run ProTools 9 for the past year without a license? A bit confusing.

Now waiting to hear from Avid...

Any thoughts are appreciated.

Hi,

So you have a HD license which also enables you to run PT9.

And now you are trying to upgrade to PT10 bundle but you don't have a PT 9 license! you have a HD 9 license and the upgrade you bought doesn't accept HD 9 as a upgrade surrender for PT10.


Chris

[newstrings]

Yes, thanks, I realize that now.

Appreciate it.