My iLok account id not recognized

[Helge Krabye]

I just purchased the upgrade from Protools10 to 11 in the Avid store , and when I followed the link to download my product and fill out my ilok com id, I got the error "There are no qualifying upgrade products on this iLok account. Please try another iLok account." - This is so wrong! I have always used this account id, and in the iLok Manager, all my Avid software (Protools 7-10, Structure etc. etc.) have all been registered and licensed using this account. Did anybody else experience this? I have contacted support at Avid and iLok.com, but I guess they both will have tons of support requests when they get back to work on Monday...

[Chris Lambrechts]

I don't see a case nr under your name but there are multiple accts. Can you send me (pm) the avid case nr please as well as the ilok support ticket ?

thanks

Chris

[reneo]

I'm getting an infinite loop with filling out my iLok account, filling out registration and back again at filling out my iLok account. It sometimes throw an error that says my iLok account doesn't exists... Can not start the download at this point... Ridiculous!

[Helge Krabye]

Originally Posted by Chris Lambrechts

I don't see a case nr under your name but there are multiple accts. Can you send me (pm) the avid case nr please as well as the ilok support ticket ?

thanks

Chris

Chris, I sent you a message with info (by clicking on your name here).

[Bill Denton]

Please see my Post #104 on this thread...

http://duc.avid.com/showthread.php?p...94#post2051994

[Helge Krabye]

Originally Posted by Bill Denton

Please see my Post #104 on this thread...

http://duc.avid.com/showthread.php?p...94#post2051994

Bill, I did it correctly, filling out only the simple ilok account name (hkrabye). This has always worked, and all my Avid/Protools software have been authorized using this account, so why not this time?

[Helge Krabye]

Originally Posted by Chris Lambrechts

I don't see a case nr under your name but there are multiple accts. Can you send me (pm) the avid case nr please as well as the ilok support ticket ?

thanks

Chris

Chris, I sent you info, but maybe you want me to create an Avid support case? I just followed the instruction on the page where I tried to fill out my ilok.com account to start the download. The instruction on that page says: "Please contact Avid Support if you need additional help." (The Words Avis Support is linket to http://www.avid.com/US/support)

[mrjohn]

I think this is a communication problem between Avid and iLok. I tried to get the 11HD demo but when i entered my iLok ID it said iLok ID not recognised or words to that effect. I definitely 100% entered the correct user ID. Luckily I have a second ilok user account so I used that instead.

[Ed Douglas]

I downloaded the PTHD 11 demo just fine with the same ID and account info, the actual upgrade, with the same info has, shall we say.... issues.

[mrjohn]

Which is why I put the hd demo on an empty ilok2 on a different ilok account.
Gives me 30 days until I have to make the decision. Hopefully this will all be worked out by then.