Pro Tools HD Plan Refresh

[dwaynedelario]

Hi All,

I just purchased the "Pro Tools HD Annual Upgrade and Support Plan" to extend for another year. The new expiration date in my Avid account shows a correct date of November 1, 2017. However, when I login to the iLok License Manager, the "Pro Tools HD Plan" license still shows an expiration of November 2, 2016.

How long does this usually take to update? Do I need to manually refresh it at a certain point? Thanks in advance.

[jjnssn]

I have also, I have the same issue. I was told via an ASC, that the applicable license assets on my iLok will update when the old license(s) expire.

Like I replied to Avid, "why wait until it expires if I have already paid and you have my money?".

Statement was, that is how the system works. My only reply was, "I hope the system works".

I asked what if it doesn't work, reply was " start another ticket. Given it takes a day to get a response on ASC with my HD plan, this isn't encouraging.

We will see. Hopefully it just works. I assume the purpose of the perpetual license is that PT will just keep working, the only thing I'll lose is the extra plugs I don't own.


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[dwaynedelario]

Thanks, MADI. Not really a fan of this modus operandi, but I guess we have no choice. Thankfully, I'm not using the bonus plugins that much and I'm not in the middle of a dub. Would be nice to change this procedure to give us some buffer time.

[YYR123]

Originally Posted by MADIrouting

I asked what if it doesn't work, reply was " start another ticket. Given it takes a day to get a response on ASC with my HD plan, this isn't encouraging.

You get 1 phone call per month on the HD plan...use it.

[jeffro]

The Licensing FAQ explains the renewal process for these licenses.

As Daniel suggested, if there's an interruption in licensing it might be best to call. Also, to clarify... ExpertPlus Support (included with your HD Plan) provides "unlimited priority phone support" as noted here.

[jjnssn]

Originally Posted by dwaynedelario

Thanks, MADI. Not really a fan of this modus operandi, but I guess we have no choice. Thankfully, I'm not using the bonus plugins that much and I'm not in the middle of a dub. Would be nice to change this procedure to give us some buffer time.

Agree.


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[jjnssn]

Originally Posted by jeffro

The Licensing FAQ explains the renewal process for these licenses.

As Daniel suggested, if there's an interruption in licensing it might be best to call. Also, to clarify... ExpertPlus Support (included with your HD Plan) provides "unlimited priority phone support" as noted here.

All consistent with what the support guys told me. Thank you.


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[dwaynedelario]

Originally Posted by jeffro

The Licensing FAQ explains the renewal process for these licenses.

"Q) Do I get a new License each month with an Annual Subscription or if Auto-Renew is enabled for my Monthly Subscription?
A) The Expiration Date for your iLok license typically gets updated each time your Subscription is renewed. In rare cases a new subscription license is deposited.


Q) Will the Pro Tools subscription stop working if the computer is not connected to the internet?
A) The Pro Tools system will only need to be connected to the internet for the initial iLok license transfer, and for any license refresh (at the end of a term if the license is renewed)."

Neither of these address my initial question. It says the license gets updated when a subscription is renewed. That indicates it should have been updated already, which it hasn't. The second answer says "the Pro Tools System" needs to be connected to the internet at the end of a term for a license refresh. Which is it, the iLok or the ProTools system?

I appreciate the help, but I'm pointing out that the FAQ is very poorly written. So again, I ask, do I need to wait for my license to expire before I can update it?

[DetroitT]

This is why we need support plans where we didn't before.
Built in work for Avid.

It's getting old for such a new process.

Pay then wait to see. Not all of us have our clients iLok all the time.

[YYR123]

Originally Posted by dwaynedelario

The second answer says "the Pro Tools System" needs to be connected to the internet at the end of a term for a license refresh. Which is it, the iLok or the ProTools system?

Ilok only.