Can't launch since update to 2021.6

[huzzam]

What's up Ducs...

I've been unable to launch PT at all since updating to 2021.6. I *think* it has something to do with my perpetual-renewal, which I bought via avid.com back in April, not working correctly, but I can't find any solutions in my Avid account.

I'm getting this message on launch:

Select License to Activate
You don't have any licenses in your account, or none of your licenses have activations available, or their license limits will keep them from authorizing the software. If you have an iLok USB device with a license activated on it, please plug it in now.

You do not have any pending deliveries for the license(s) you need to authorize the software.

Click here if you need to purchase a license for Pro Tools Perpetual

I have my iLok plugged in, and there is a PT perpetual license, but it was deposited 5/5/20, rather than 5/5/21 when my renewal should have taken effect.

In my Avid account, I see my Software Updates + Support plan with an expiration of May 04, 2022, and the correct system ID & ilok ID.

Is there something I need to do to get iLok to see my renewed license? I have read everything I can find on avid.com and in the emails I received, and can find nothing...

btw this is happening identically on two systems, my m1 macbook air (16gb) and my mojave hackintosh (i9-9900k)

thanks for any help you can offer, i'm really at wit's end here.

~peter in athens

[Obsidian Dragon]

You might want to check to make sure you have the latest version of ILM (Ilok Manager) and also be sure to sync your Ilok with the software.

[unkJE]

^^^^^^^ (quicker than me to post!)

If you haven’t already:

In your Avid Master Account>My Products (bottom of page, LHS)
enter your Default iLok Account/Link your default iLok User ID
“Linked iLok.com accounts allow you to easily deposit activation licenses after purchasing new Pro Tools products and AAX plugins”

Also check Avid Master Account>My Products for ‘Products Not Yet Downloaded’

Download the latest iLok License Manager, check the “Available Licenses” tab.
If your new license is there, drag it to your iLok then Synchronize iLok

Or
Deactivate your (deposited 5/5/20) perpetual license, then Activate (return it to your iLok)
Synchronize iLok

[huzzam]

Originally Posted by Obsidian Dragon

You might want to check to make sure you have the latest version of ILM (Ilok Manager) and also be sure to sync your Ilok with the software.

thanks for the suggestion. i'm on 5.3.3 GM which seems to be the latest version. Synchronizing my iLok 2 has no effect, unfortunately.

[huzzam]

Originally Posted by unkJE

^^^^^^^ (quicker than me to post!)

If you haven’t already:

In your Avid Master Account>My Products (bottom of page, LHS)
enter your Default iLok Account/Link your default iLok User ID
“Linked iLok.com accounts allow you to easily deposit activation licenses after purchasing new Pro Tools products and AAX plugins”

Also check Avid Master Account>My Products for ‘Products Not Yet Downloaded’

Download the latest iLok License Manager, check the “Available Licenses” tab.
If your new license is there, drag it to your iLok then Synchronize iLok

Or
Deactivate your (deposited 5/5/20) perpetual license, then Activate (return it to your iLok)
Synchronize iLok

thanks so much for the suggestions! i've tried all of those:
* my ilok account is correctly set in the avid master account
* my ilok license manager is the latest version (5.3.3 gm)
* no products not yet downloaded
* deactivating / reactivating the license has no effect

also: sending the license to the cloud and back to physical ilok has no effect, nor can i authorize via cloud while the license is in the cloud.

[unkJE]

Longshot:

(just in case you have a Cloud Session still open)

Sign in to your iLok account on the iLok License Manager
From File, click on Close Your Cloud Session

https://avid.secure.force.com/pkb/ar...oud&popup=true

[huzzam]

thanks again... i've never had a cloud session open (only ever used physical iloks). but i tried your suggestion, no luck.

i've just tried filing a ticket somewhere i ended up from the avid site (domain is c.na170.visual.force.com), though it's quite byzantine, and i'm not even sure it's for pro tools. if i hear anything i'll update here. but i'm not very optimistic about getting a response...

Originally Posted by unkJE

Longshot:

(just in case you have a Cloud Session still open)

Sign in to your iLok account on the iLok License Manager
From File, click on Close Your Cloud Session

https://avid.secure.force.com/pkb/ar...oud&popup=true

[unkJE]

Originally Posted by huzzam

...i've just tried filing a ticket somewhere i ended up from the avid site (domain is c.na170.visual.force.com), though it's quite byzantine, and i'm not even sure it's for pro tools...

Could be different URLs for different areas - this is what I get when I Create a Case

Get a free ASC Code/Number from your Avid account:
Login to your Avid Master Account
Under “My Support Center” click on “Access the Support Center (Portal)”
This takes you to: https://na49.salesforce.com/500/o

Under “Select Case Record Type” click on the drop-down Menu and select “Audio” (if your problem is not “Video”)

In the 1st box, add a short description of your problem
In the 2nd box, select “Artist Suite – DAW”
In the 3rd box, select “Pro Tools” or “Pro Tools Ultimate” - or whichever choice applies to you
In the 4th box, select “Pro Tools | Software”
In the 5th box, select your Pro Tools version

Click on “Submit My Question”

You’ll be provided with a Case Number

“Post Reply” to your DUC Thread, include your Case Number to help Mods or Higher escalate your Case

[taylor4814]

Pro Tools 2021.6
Win 10 Home | 21H1 | 19043.1081

I just had the same issue, after transferring licenses from iLok to Cloud for the first time...

After trying the above suggestions a couple of times, and then, finally re-booting computer and trying one more time, and now it finally launches.

[huzzam]

Thanks everyone! I filed a case, and it turned out to be an error on Avid's end, where they hadn't sent the new license to iLok. They linked everything up correctly, and now it's launching!

thanks everyone for your help.

~peter in athens