iLok License Surrender Issues

[Bruce Paine]

From the www.iLok.com website:

If you are having a problem with an iLok or a license, please follow the steps below for each of your affected iLoks. Make sure to have only one iLok plugged in at a time.

1 - Download and install the Latest ILM Version:
iLok License Manager

2 - iLok Sync/Repair:

Please use the following steps to perform a Sync/Repair operation.

IMPORTANT: For the quickest and best result, we recommend going through these steps with each iLok individually, with ONLY that iLok plugged in.

The first generation iLok is not as speedy as the second generation iLok; please be patient as this type of iLok will take longer and the process may seem slow or like nothing is happening. Don’t quit the process, leave it alone until it is finished. Seriously! Don’t touch the keyboard.

1. Unplug all iLoks from your computer.
2. Launch iLok License Manager. If you see "operation in progress" immediately upon launching, wait until the message clears before signing in. BE PATIENT. Do not close the application. When the initial operation is finished, sign in.
3. Plug in ONE iLok.
4. Double-click the plugged in iLok in the left-hand location column to open the Details Pane.
5. Click the "Sync/Repair" link, and wait until the process completes. Again, be patient and let it do its job. The progress bar may flicker and at some points it may look like nothing is happening but you need to wait for the confirmation that the process is finished. This may take some time, especially for a first generation iLok.
6. Verify that all expected licenses are now seen on your iLok, or in some cases, a license may be in your account instead of on the iLok. All expired licenses will be moved to your account

Repeat steps 3-6 until you have performed a Sync/Repair on each iLok.

Help for Incomplete Surrenders:
If you you have not yet placed a support request, and you are experiencing problems involving surrendering a previous license for a new license that requires surrender, please submit a Support Ticket at www.iLok.com.

You will be asked first to login to your iLok.com account, then fill out the Support Ticket with as many details as possible in order to assist you with resolving your issue.


Bruce Paine
Community Administrator
Avid Pro Audio Community

[Eric Lambert]

So this is happening a lot I presume. It happened to me. In my case, the PT9/10 assets were surrendered but PT10/11 was never activated, so I had NO ProTools of any kind.

I submitted a support ticket yesterday but there's been no response yet. I had to get a trial version of PT11 just to remain functional today.

[alangrus]

I was one of many screwed by the iLok "surrender" debacle in trying to upgrade to PT 11. The only way to solve this was for PACE/iLok to individually, manually reset my PT 10/11 license, avoiding the "surrender" nonsense. That worked just fine.

What a horrible piece of business the impatient AVIDs and incompetent PACE/iLoks make lots of us suffer through.
- Alan Gruskoff

I have just reset the delivery for your update. The licenses are now in your account ready for download. I apologize for the inconvenience this has caused you from getting your new ProTools running.

Best Regards,
Andrew Kirk
PACE Anti-Piracy Technical Support
<[email protected]>

[xy44]

Does this solve my case as-well Bruce?
i.e - Purchased the 11HD upgrade from 10HD, (although I just had 10+CPTK) ?
or is that a separate issue still?

[FAKEME55IAH]

Still waiting over 24 hours later for a reply from iLok. Soon. Soon.

[Bruce Paine]

Originally Posted by xy44

Does this solve my case as-well Bruce?
i.e - Purchased the 11HD upgrade from 10HD, (although I just had 10+CPTK) ?
or is that a separate issue still?

Please check your Private Messages requesting some more information from you.

[thipnara]

I hope Ilok contact me back soon. I got a session tomorrow and I can't use any protools 10 or 11
):

[dannymullins]

I just logged into license manager, and the PT 11 license bundle is no longer blue flagged. I attempted to activate it and it went though the process of installing it on my ilok and said it was successful, but no ProTools license on my iLok! Hope this gets straighten out soon!

[dannymullins]

And success at last! iLok just emailed me and said they had fixed the problem. I logged in and within a few moments my licenses were activated on my iLok. Good to know they were working through the weekend to fix the issue.

Now to figure out the Pro_Tools_PT11_Mac_79511.dmg installer issue, still getting a "no mountable file system" message when I try to install.

[Bruce Paine]

Originally Posted by dannymullins

And success at last! iLok just emailed me and said they had fixed the problem. I logged in and within a few moments my licenses were activated on my iLok. Good to know they were working through the weekend to fix the issue.

Now to figure out the Pro_Tools_PT11_Mac_79511.dmg installer issue, still getting a "no mountable file system" message when I try to install.

Danny,
We are investigating this right now.

Is your Avid account under the same email address as your forum registration?

What is the Product Name listed where you are getting the downloads from in your account?

Is it a paid upgrade, crossgrade, or free update?

Trying to determine if any specific group did not get their installers updated correctly in their Avid accounts.