ElevenMKII not showing in inserts but in plugin folder ?!

[TDub]

Hello.
I installed ProTools Intro + that came with a new Focusrite Scarlett 18i20 4th Gen. It comes with Eleven MKII, which I installed and it IS showing in my plugins folder with the others.
However, when I go to inserts, it is not there. I see Eleven Lite ... but not MKII.

Any ideas?

thanks

[Darryl Ramm]

Ugh "Intro+" yet another different SKU/packaging. Did you follow all the instructions for installing and activating that? I imagine they are found somewhere.

Look with iLok License Manager (ILM). Is the relevant license even in your iLok account? Is it an Avid Complete Plugin Bundle license?... just look around for *any* Avid license bundle that when you expand its view/click on the little black triangle thingies in ILM does it include an Eleven II license.

If it is in your account at all has it been moved/activated from your account onto the computer, or to the iLok Cloud (or a physical iLok if you have one) and if the cloud are you connected to the cloud. You must move iLok licenses to the computer or iLok or cloud for them to work.

[TDub]

Hi Darryl.
It came with Pro Tools Intro +, so in my Avid account Products, I click on Intro + and it lists all of the software that comes with it. I click to download it, it walked me through it and said it was installed.
You can see its included with Intro + here: https://www.avid.com/pro-tools/pt-intro-plus-focusrite

When I go to my iLok account (licenses are all on my computer, not cloud), that specific plugin doesn't show in there (really none of the downloaded ones do), just the license for Pro Tools Intro + itself.

[Darryl Ramm]

If Pro Tools Intro+ includes an Eleven II license you should be able to click a small black triangle next to the Intro+ license name in ILM and expand it. I have never seen an Intro+ license and would not know one if it bit me on the ass. If they just give you a standard Intro license then there should be some other license bundle just for the additional plugins. If that's not in your account maybe it was not provisioned/activated correctly. One of the most common iLok related issues is people use incorrect iLok account names when they sign up/register for a product.

You should be able to type "Eleven" into the search window in ILM and then click on "All Licenses" in the top button row and see any bundles that include Eleven Mk II (and old Eleven and Eleven LE etc.). Eleven Lite does not have a separate license.

[TDub]

Hey Darryl. Ok, quick update: I opened my iLok license manager and I do see Eleven MKII in there. It shows activation status is ACTIVE.
(also, there is no license for Intro+, just Intro ... so I'm guessing the PLUS is still just Intro, but included additional software as part of the Focusrite deal).

Anyhow, I see MKII as active in my iLok manager, and I see it in the plugins folder ... it just is not showing up when I click an Insert slot on a PT track. I also tried clicking the insert then Search for Eleven, but it only showed Eleven Lite.

[Darryl Ramm]

Aannnddddddd..... the Mk II license (or the bundle it is in) is activated to exactly where? The computer? An iLok dongle? The iLok Cloud? Is the iLok dongle or iLok cloud connected?

Try trashing prefs and rebooting your Mac.

If lost in ILM post screenshots of your ILM main window to a photo or file sharing site and post a link here. Black out any private info like iLok account name and iLok numbers.

If it's more that some simple issue Avid support may need to help you... they can also look directly into your iLok account.

[TDub]

Hi Darryl.
Sorry, my ilok licenses are on my computer (macbook). Not cloud and not dongle. I will try to share a screenshot on a file share shortly. I'm going to reboot my mac now to see what happens.
But ... do you mean trash my pro tools preferences? Doesn't that default all my settings back to "out of box"?

[Darryl Ramm]

When things go wrong in Pro Tools the first step at troubleshooting should be to trash prefs. Leave them trashed while you keep troubleshooting. You can restore prefs back later (if you save them) using PT Prefs2 if that does not seem to be a cause.

Just don't think, and trash prefs every time you need to troubleshoot.

Oh and I have no idea what Avid is doing with Intro+ vs Intro licenses, and how to lock out people breaking up these plugins, but if you have an Intro license on your computer deactivate that and make sure the Intro+ license along with any of the plugin licenses that were included via Focusrite are activated to the computer. Just in case they are trying to be too smart here you don't want two Pro Tools licenses on that computer make sure it's only the Intro or Intro+ or whatever they call it license you got via Focusrite.

[TDub]

Let me know if these images uploaded for you to view:

https://ibb.co/0pJLTd6s
https://ibb.co/N2qHhBQw

I rebooted my mac, but nothing changed, still not in my inserts

thanks

[Darryl Ramm]

see my added comment above, I'll look at the screenshots when I'm at a computer later today.

And and find a log file for this in ~/Library/Logs/Avid/Pro_Tools*.txt and see where the plugins are loading and see what is mentioned for Eleven II. Search for any mentions of "Eleven" in the log file. If it looks interesting post the text snipets here.. better than a screenshot.