Help with AVID customer care to restore license from stolen ilok

[maximumimpactmedia]

We are using a TDM system due to budgetary constraints. We are a small nonprofit which cannot afford to get a new Native, HDX, etc system.

We have a HD3 system in which my ilok gen1 was stolen by my ex wife.

The HD3 system has PT 8.1.1 installed with a new gen3 ilok.

I submitted an RMA on ilok to put my existing license onto the new iLok. However, since there is no T and L on Gen1 iloks, Avid has to reissue me my license which clearly stated in my.Avid.com account and ilok.com account. Avid customer care is currently researching whether they will do so which started 4 days ago. I haven't heard from them since then though I sent them a screenshot of my.Avid.com and ilok.com licenses

Please advise me on how to deal with Avid to get our legally paid for license onto the new ilok.

Even if we could pay for a support plan to get them to help, it appears from Avid website that these plans are not for legacy products.

We just want to get our license that we own already!!!

Thank you

[junkgear]

I understand your urgency to get your license back, but also realize that it can a little while for Avid to research the issue and offer a solution back to you.
On a good note, Avid reps do frequent this section of the forum and sometimes can help to make sure things are on track for getting a resolution.

I will escalate this post to make sure it gets some eyes on it.
So, at this point, please just wait until someone from Avid responds to this post.

[cvicente22]

Originally Posted by maximumimpactmedia

We are using a TDM system due to budgetary constraints. We are a small nonprofit which cannot afford to get a new Native, HDX, etc system.

We have a HD3 system in which my ilok gen1 was stolen by my ex wife.

The HD3 system has PT 8.1.1 installed with a new gen3 ilok.

I submitted an RMA on ilok to put my existing license onto the new iLok. However, since there is no T and L on Gen1 iloks, Avid has to reissue me my license which clearly stated in my.Avid.com account and ilok.com account. Avid customer care is currently researching whether they will do so which started 4 days ago. I haven't heard from them since then though I sent them a screenshot of my.Avid.com and ilok.com licenses

Please advise me on how to deal with Avid to get our legally paid for license onto the new ilok.

Even if we could pay for a support plan to get them to help, it appears from Avid website that these plans are not for legacy products.

We just want to get our license that we own already!!!

Thank you

Hi maximumimpactmedia,

The license recovery for a stolen iLok, aside from an RMA this also requires a police report. If you can send it via case 04766804 that will move process the license recovery for your Pro Tools HD 8 license.

[maximumimpactmedia]

Thank you Charles and Will. I was concerned that my case would be closed because the email from Jean said that it would be closed if not heard from again in 5 days. I will get you the report

[maximumimpactmedia]

This is a learning curve for me as this is the first time doing this. I heard from Jean in Avid customer care today. I am VERY appreciative of him and other Avid reps working on my case. The police report will be forthcoming ...


https://avidtech.my.salesforce-sites...acement%20form.

[cvicente22]

You're welcome maximumimpactmedia! Feel free to DM me as well if in case you need to make a follow up.

[maximumimpactmedia]

Great news! After submitting the Police report to AVID, I am extremely grateful to AVID that my HD 8.1.1 and AVID plugin licenses were restored yesterday. I am especially grateful to Jean Clarizz of AVID Customer care for his care in his matter. He deserves a raise!

I am grateful to G-d for this great blessing for our nonprofit. We currently have several audio engineering interns, some who are autistic from The Harbour School, Baltimore, who can now learn Pro Tools. One of them is already an accomplished performing musician.

[TOM@METRO]

I'm happy to hear this worked out for you.

To those who can qualify... please consider the TLC option from Pace. It will protect you from this kind of nightmare.