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  #1  
Old 01-24-2023, 07:58 PM
mattrixx mattrixx is offline
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Default Missing Pro Tools Ultimate Perpetual iLok assets

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.

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Last edited by mattrixx; 01-24-2023 at 10:12 PM.
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  #2  
Old 01-24-2023, 10:04 PM
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unkJE unkJE is offline
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Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

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
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Last edited by unkJE; 01-24-2023 at 10:59 PM.
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  #3  
Old 01-24-2023, 10:52 PM
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unkJE unkJE is offline
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Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

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
Attached Images
File Type: jpg Create a Case.JPG (25.2 KB, 0 views)
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  #4  
Old 01-24-2023, 10:56 PM
mattrixx mattrixx is offline
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Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Thanks again my case number is- 04572874
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  #5  
Old 01-24-2023, 11:00 PM
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unkJE unkJE is offline
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Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

please check - sent new PM
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  #6  
Old 01-24-2023, 11:26 PM
mattrixx mattrixx is offline
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Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

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.
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  #7  
Old 01-27-2023, 06:56 PM
mattrixx mattrixx is offline
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Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Just a quick update.

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.
Now want to arrange a phone call (said they called and got voicemail, but there's no missed call on my phone).
They want to do a remote desktop session apparently... for what, I have no idea.

I now know why people get frustrated with AVID's "Expert Support Team".
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  #8  
Old 01-27-2023, 07:14 PM
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Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Hi again, Matt - please excuse if the following is “stating the bleeding obvious”!

My (Windows) ILM has been recently updated from 5.6.3 to 5.7
- install the latest Mac version, if you haven’t already done so.

As Avid have acknowledged you’re up to date, when your license finally appears and you’ve moved it to your iLok, right-click on your iLok in the LH column of ILM and select ‘Synchronize’
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  #9  
Old 01-27-2023, 08:40 PM
mattrixx mattrixx is offline
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Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Quote:
Originally Posted by unkJE View Post
Hi again, Matt - please excuse if the following is “stating the bleeding obvious”!

My (Windows) ILM has been recently updated from 5.6.3 to 5.7
- install the latest Mac version, if you haven’t already done so.

As Avid have acknowledged you’re up to date, when your license finally appears and you’ve moved it to your iLok, right-click on your iLok in the LH column of ILM and select ‘Synchronize’
Yes, thanks unkJE,
I have been through all of these steps (also on latest 5.7).
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MacStudio Ultra / LogicProX / IzotopeRX10+ / SourceConnect / MelodyneStudio5 / WAVES Mercury / NI KompleteUltimate / ProToolsUltimate / RME UFXII / AVID S3 + DOCK / Barefoot MM27 gen2 / Barefoot FP01
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  #10  
Old 01-28-2023, 01:11 AM
mattrixx mattrixx is offline
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Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

To add insult to injury.. my "Expert Support" status doesn't work. Tried calling today and it said my system ID wasn't supported. Grrr

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Last edited by mattrixx; 01-28-2023 at 11:30 PM.
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