Upgrade/iLok asset help

[DarkandKurious]

Hi all,

I know there have been lots of threads on this, but honestly, it's too much to work out.

I'm on vanilla 12 perpetual, and I am current. I renewed before the due time. In my Avid account it shows that I have a current upgrade plan, and I didn't get support (exactly what I wanted). I renewed about a month before it was due, as it should just roll over and extend the term of the upgrade plan. Everything shows correctly in my Avid account: I'm licensed for upgrades for the next year as far as the Avid website shows.

However, my iLok says I need to renew the subscription, and shows the Upgrades asset is pending renewal with an ugly red mark. I've tried synchronising my iLok (I've got the Upgrades asset on my physical iLok, not just in the account). I just saw this a couple of days ago: the seven day support was over before this even was an issue, because I renewed more than seven days in advance.

If anyone can give me some advice/help on how to proceed that would be excellent. Avid's links to customer care are like a loop that cycle you around the whole website...

Thanks for your patience with yet another one of these threads.

[DarkandKurious]

Hi all,

I'm on vanilla 12 perpetual, and I renewed my upgrade plan a month before the due time, guessing it would simply roll over. Everything shows correctly in my Avid account: I'm licensed until December 2017 for upgrades, without support.

However, my iLok shows the upgrades are expired. I've paid, but Avid haven't sent me the new iLok asset. I've tried synchronising my iLok (I've got the Upgrades asset as well as the Perpetual 12 bundle on my physical iLok, not just in the account). I just saw this a couple of days ago: the seven day support was over before this even was an issue, because I renewed a month in advance.

If anyone can give me some advice/help on how to proceed that would be excellent. Avid's links to customer care are like a loop that cycle you around the whole website... I can navigate Pro Tools, but can't make sense of any of the web forms.

Thanks for your patience with yet another one of these threads.

[TOM@METRO]

Originally Posted by DarkandKurious

Hi all,

I'm on vanilla 12 perpetual, and I renewed my upgrade plan a month before the due time, guessing it would simply roll over. Everything shows correctly in my Avid account: I'm licensed until December 2017 for upgrades, without support.

However, my iLok shows the upgrades are expired. I've paid, but Avid haven't sent me the new iLok asset. I've tried synchronising my iLok (I've got the Upgrades asset as well as the Perpetual 12 bundle on my physical iLok, not just in the account). I just saw this a couple of days ago: the seven day support was over before this even was an issue, because I renewed a month in advance.

If anyone can give me some advice/help on how to proceed that would be excellent. Avid's links to customer care are like a loop that cycle you around the whole website... I can navigate Pro Tools, but can't make sense of any of the web forms.

Thanks for your patience with yet another one of these threads.

I will try to bump this up the ladder for you. I don't know about a penalty for early renewal.

[DarkandKurious]

Thanks Tom!

[jeffro]

Sorry for the confusion here.

The Upgrades license was initially included with Plans but never implemented (we'll get this added to the Licensing FAQ). You can deactivate (and right+click > Hide) that.

Your Pro Tools Perpetual Bundle (with 10/11/12) and has a Release Limit of 12/6/2017 which aligns with your Plan. So that will authorize PT versions from 10.0 through whatever is released as of Dec 6 of next year and will not expire.

[DarkandKurious]

Hi jeffro,

It's great that the Perpetual Bundle is the only asset I need to worry about now, it makes it much simpler. Thanks for letting me know it's safe to ignore the Upgrades asset, and thank you for the hard work you do!

[jeffro]

You're welcome!

I added info about the Upgrades license in the FAQ, so I hope it helps clarify that.