Moving ultimate license from guest cloud to physical ilok

[maximumimpactmedia]

Our pt academic ultimate licenses ended up in a Guest ilok cloud in my ilok account viewed after signing into ilok license manager downloaded to a win 11 PC.

when I followed the install and activation instructions given me from the vendor of purchase and proxy.id after Avid requested the ilok account info during activation.

I want to move them to a physical ilok gen3.

I followed a procedure that someone on DUC gave me: he said to deactivate, move and reactivate after showing "all licenses" and then double clicking on the ultimate license to get the details page
The ultimate licenses only show up in guest cloud and not "all licenses"

In the guest cloud,
No deactivation shows up in the details page.

I am also concerned that I could lose my licenses using this method.

Google search told me to drag the licenses from the guest cloud to my physical ilok gen3. This does not work either.

[Darryl Ramm]

Why is this a guest cloud account? That means the license is not owned/managed by the iLok account you are logged in as, you cannot transfer that license to a physical iLok using that account. You need to log into the iLok account that owns the license, deactivate/move it off the Cloud and activate it to a physical iLok... and that iLok has to be assigned to that other account, not the one you are currently using.

[maximumimpactmedia]

I am very confused.

I activated pt ultimate after launching it. Pt then asked me for my ilok user account

PT then requested the email and password that proxi.id sent me. Pt was then successfully activated. It launches every time albeit it needs to authorize from the cloud.

However, I signed in afterwards to my ilok license manager and pt artist (about to expire this Friday), pt ultimate and all plugins, heat are in a guest cloud.

I did nothing to create or put them there. Pt or Avid did. Is this something that occurs because we have an academic license?

Thanks

[maximumimpactmedia]

I am very confused.

I activated pt ultimate after launching it. Pt then asked me for my ilok user account

PT then requested the email and password that proxi.id sent me. Pt was then successfully activated. It launches every time albeit it needs to authorize from the cloud.

However, I signed in afterwards to my ilok license manager and pt artist (about to expire this Friday), pt ultimate and all plugins, heat are in a guest cloud.

I did nothing to create or put them there. Pt or Avid did. Is this something that occurs because we have an academic license?

Our nonprofit owns the license. Fully paid for. It also owns the ilok account and ilok.

How do i resolve this?
Do I submit a ticket to Avid? To ilok (it doesn't seem like them offer any support). I am calling Sweetwater service tomorrow after speaking to my rep today.

Thanks

[Darryl Ramm]

If licenses are in a Guest account it's not owned by the same account as logged in, whether is should be or not is a separate question.

Look carefully at account names, past emails etc. The exact name account you are logged into etc. It is very common for people to make mistakes and end up with multiple iLok accounts they don't know about or licences in the wrong account.

Also make sure you don't have an separate license just sitting in the iLok account that was not activated.

You should create a support case with Avid and post the case number here, in that case make sure you list all iLok accounts and emails you might possible used. I hope Tope here can have a look at your accounts. I doubt Sweetwater can help you here.

[maximumimpactmedia]

I logged into my avid master account.

Under products, ultimate shows my system ID and ilok email. The ilok email IS THE SAME as my ilok.com and ilok download manager.

None of what has happened makes sense!

[Darryl Ramm]

emails don't define the iLok account. I don't know what is going on here.

Open a case with Avid and provide all the info/email addresses account numbers etc. (esp. if they are different than the email you used to register on DUC). Post the case number here. I expect Tope will be able to help you with this, creating a case may make things go faster.

[maximumimpactmedia]

Case Number 04961251

[marianna]

Originally Posted by maximumimpactmedia

Case Number 04961251

I tagged the case and asked the licensing team to respond to you with the steps required.

Stand by

Marianna

[maximumimpactmedia]

You and Darryl are THE BEST!