iLok License Surrender Issues

[jplebre]

I'm feeling really stupid right now (and probably posting on the wrong page) but under the avid account area, where the software is, under PROTOOLS HD11 Exchange from ProTools 10+CPTK, there is no HD installer.

am I doing something wrong?

[Bruce Paine]

The installer for Pro Tools and Pro Tools HD are the same installer, only your iLok license determines whether it opens as Pro Tools HD or just Pro Tools.

[JWalkerPostAudio]

I think I'm going to need a support ticket opened as well. I've purchased the PT10+CPTK to PT11HD crossgrade but I think I was supposed to purchase the PT9/10+CPTK to PT11HD crossgrade instead? When I try to activate my license in ilok it gives me the "One or more licenses to be surrendered cannot be found in your account" error message.

Order ID:3003964

-Justin

[moflo]

Originally Posted by DigiTechSupt

Please check your email, thanks!
-jc

I am in the same situation, selected PT10+CPTK to PT11HD upgrade when i should have chosen PT9/10+CPTK to PT11HD upgrade
Please help DigiTech!

[JWalkerPostAudio]

Originally Posted by JWalkerPostAudio

I think I'm going to need a support ticket opened as well. I've purchased the PT10+CPTK to PT11HD crossgrade but I think I was supposed to purchase the PT9/10+CPTK to PT11HD crossgrade instead? When I try to activate my license in ilok it gives me the "One or more licenses to be surrendered cannot be found in your account" error message.

Order ID:3003964

-Justin

I've tried sending an email to both ilok and the Avid store to get my exchange. Ilok told me it was nothing that they can do, and I am still waiting on a response from Avid. Please help this loyal fan of Avid so I can get back to work! Avid, please respond.

-Justin

[mhuang]

Originally Posted by Bruce Paine

Hi Michael,

I put in a request/suggestion over the weekend for customers in your situation, that have the bundled Pro Tools 10/11 license instead of the other 2 choices:

PT10 + CPTK to PTHD11 (for users with the non-bundled PT10 license)
PT9/10 + CPTK to PTHD11 (for users with the bundled PT9/10 license)

We need to add one more choice to the store, for users like you:
PT10/11 + CPTK to PTHD11 (for users with the bundled PT10/11 license)

In the meantime, I've given your info to Avid CS for followup.

Hi, Bruce,
do you have an ETA on when PT10/11 bundle +CPTK to PT11HD upgrade will be available?

thanks
Michael

[JWalkerPostAudio]

I don't understand why there had to be two different crossgrades to PT11HD, one from PT10+CPTK and the other from PT9/10+CPTK. Both cost the same and yield the same licenses in the end. If it were simply a single choice, or at least integrated into the Avid store to check which license you own in your account prior to purchase, it would have eliminated many surrender issues for dummies like myself who were to anxious to buy into PT11HD to check if they were doing it right.

-Justin

[jacko]

Originally Posted by moflo

I am in the same situation, selected PT10+CPTK to PT11HD upgrade when i should have chosen PT9/10+CPTK to PT11HD upgrade
Please help DigiTech!

My friend is in the same situation. What are the steps that we should take now? I opened a support case with ilok. Will that be enough?

[Bruce Paine]

Originally Posted by mhuang

Hi, Bruce,
do you have an ETA on when PT10/11 bundle +CPTK to PT11HD upgrade will be available?

thanks
Michael

I checked today, and it is in progress being setup and added to the options on the store. Estimate is a couple more days, but I will reply back if I get any update on that.

[Bruce Paine]

Originally Posted by milaszewski

My friend is in the same situation. What are the steps that we should take now? I opened a support case with ilok. Will that be enough?

Your friend should open a support case with Avid support if they have not already done so.