Missing Pro Tools Ultimate Perpetual iLok assets

[mattrixx]

Hi there,
I renewed my Perpetual sub on December 22nd 2022 and I have not received the iLok asset. It won't refresh etc.

The plugin bundles have updated to reflect another year on the expiry...

Only reason I knew something was up, was on launching Pro Tools Ultimate, I got the following message.... aargh.
Need to urgently get this sorted. (tried to log a support case). Have work to complete.

[unkJE]

First download the free Ultimate Trial so you can keep working while this gets sorted:
https://my.avid.com/get/pro-tools-trial

Assuming there’s nothing in your Avid MY ACCOUNT> My Products>Products Not Yet Downloaded – as well as nothing in iLok License Manager>View>Available Licenses, post your Case Number in this Thread, so Mods or Higher can escalate your Case.


new PM for you

[unkJE]

Can't understand why there's a "Subscription Expiration Warning" on your Perpetual license ...

Anyway, you should immediately be assigned a Case Number after you answer these questions (see pic):

https://avid.secure.force.com/Suppor...onCaseCreation

[mattrixx]

Thanks again my case number is- 04572874

[unkJE]

please check - sent new PM

[mattrixx]

Cheers. I just got the 30 day demo auth'd to my iLok, so that's bought me some time to find out what's gong on.

Thanks again.

[unkJE]

Long shot …
but have you already checked Avid Link? Your Subscription license could be there (at the bottom of the page) – even if your Perpetual Ultimate is still AWOL:

https://duc.avid.com/showpost.php?p=2654658&postcount=4

Originally Posted by Chris August

So it wasn't in my products or in my iLok account then I decided to randomly open Avid Link just to see if it was in there. At first I didn't see it, then as I scrolled all the way to the bottom, I saw it said "1 year subscription to Pro Tools Studio" and had a button to redeem it ...

Originally Posted by mattrixx

... Support got back to me several times asking for screenshots of my iLok autos etc etc. I sent them everything.
Have acknowledged that I am up to date and that it should have refreshed (Alas it has NOT), as Groovecell, Synthcell and the Plugin Bundles etc have refreshed and reflect the correct expiry date ...

Originally Posted by mattrixx

... my case number is- 04572874

[mattrixx]

Thanks once again.
Yes, I had been down that path also.

However, good news is, I finally got to speak with someone at AVID and we're all sorted. No real explanation as to how and why, but it is now working.
They were also very apologetic about the "ExpertPlus" issue, which has also now been resolved.

Cheers,
Matt