iLok License Surrender Issues

[srsjohn]

Thanks for the quick response, Bruce!

I put the trial license on after these problems had occurred (and after I posted here) just so I could get up and running.

I tried installing the latest iLok manager, but kept getting an error. Something about the install being interrupted, so I quickly moved on to using the old version. I just realized I should have uninstalled the old version and tried the new again. I'll give that a shot.

I've tried the other things you mentioned, about the sync/repair and deactivation of bundles, but I'll try again after I redo the iLok manager. Will post an update.

Thanks again!

[Teolin]

I have PT 9 & 10 bundle, along with PTHD 9 & 10. Just bought PT 10 to 11 (non-HD) upgrade (academic teacher version, and yes, I've received adademic verfication notice).

When trying to upgrade, I get: "There are no qualifying upgrade products on this iLok account. Please try another iLok account."

Avid Software Activation and Download.

I have upgraded my ilok manager software.

Suggestions?

[nigelpry]

You bought the wrong version?

Did you buy the PT9+10 to PT11 upgrade?

Or the PT10 to PT11 upgrade?

If you have a PT9+10 bundle licence and bought the PT10 to PT11 upgrade, it is looking for a single PT10 licence on your iLok, not a PT9+10 bundle licence. So it can't find the one it's looking for, hence the message.

I've not kept track recently, but originally, you had to get a refund on the incorrect purchase and buy the correct upgrade.

But I think so many people fell into the trap that Avid now tries harder to help.

I think I've seen Bruce Paine (one of the mods here) helping people to get the upgrade licence swapped over for the correct one, so you don't have to go through the whole refund/repurchase shennanigans.

But I may be wrong .... Bruce, can you help?

[Teolin]

Thanks for response Nigel. In the Avid store there is the "Pro Tools 11 academic teacher upgrade/crossgrade."

Click on that link and the product choices are:
1) upgrade from PT 9
2) crossgrade from PT LE
3) "" "" "" PT MP
4) upgrade from PT 10

I chose number four because I have a 9 10 vanilla bundle and the 9 10 HD bundle.

As you say, maybe Bruce can help.

[nigelpry]

aah, they've updated the store then ... it used to have separate options for PT9, PT10 and PT9+10.

In that case, over to Bruce!

[Teolin]

Bruce must be on vacation. He's always so responsive.

[Bruce Paine]

Originally Posted by Teolin

Bruce must be on vacation. He's always so responsive.

What is this thing called a "vacation"?
I vaguely remember something like that before I became a contractor.

Sorry, been busy this week with the Pro Tools 11.1.2 release and 10 other things, will try to get back to you tonight after I've had a chance to investigate.

[Bruce Paine]

Originally Posted by Teolin

Thanks for response Nigel. In the Avid store there is the "Pro Tools 11 academic teacher upgrade/crossgrade."

Click on that link and the product choices are:
1) upgrade from PT 9
2) crossgrade from PT LE
3) "" "" "" PT MP
4) upgrade from PT 10

I chose number four because I have a 9 10 vanilla bundle and the 9 10 HD bundle.

As you say, maybe Bruce can help.

You chose the correct upgrade, but have not yet completed the process. From your Avid account > My Products > My Products and Subscriptions:

Pro Tools 11.0 Upgrade from PT10 Teachers: EDU-xxxxxxxxxxx
(this is the verification code that you already submitted successfully at the website below)
To get access to your download files and iLok license, you must verify your eligibility as a student or teacher. Please make a note of the Verification Code shown above and visit http://www.identit-e.com/avid. Verification should take no more than 48 hours.

Upon verification, Identit-E will send you an activation code. Please revisit account.avid.com and enter this code in order to get access to your downloads and have the iLok license deposited to your iLok account.

It may be that you never received the email with the final activation code from Identit-E. But in any case I was able to look it up and sent it to you in a Private Message.

However, that may not be the end of it. I did not see a Pro Tools 10 license on your iLok account, only the Pro Tools HD 10 Bundle. And while I do see the registration for the free upgrade to the non-HD Pro Tools 10 in your registration records and your Avid account (activated on 10/23/11), I do not see a non-HD Pro Tools 10 license of any kind on your iLok account.

So I don't think your activation code is going to work without any Pro Tools 10 license on your iLok account to surrender. Maybe you already did get the email with the activation code and that is exactly what you are asking about in this thread.

Is there a chance that you moved that Pro Tools 10 license to another iLok account between October 2011 and now?

Do you have more than one iLok account that it might be on?

[Teolin]

Thanks for the help, Bruce. Yes, the PT10 vanilla licenses I activated in 2011 was on an ilok-1. When I bought HD hardware in 2012, it came with an ilok-2, to which I transferred all my ilok-1 licenses. Only have one ilok account.

I've attached a screenshot of my ilok account. As you can see, the HD and vanilla versions are in a "locked group" called "Pro Tools HD 10 Bundle" (4 licenses).

[Bruce Paine]

All Pro Tools HD 10 Bundles are a single license for all 4 auths in that bundle, as they show up on your iLok License Manager:

1. Pro Tools HD 9
2. Pro Tools HD 10
3. Pro Tools 9
4. Pro Tools 10

That is a separate product from the Pro Tools 10 non-HD license that was originally registered according to your Avid registration records. Your iLok account history shows the Pro Tools 9 license that was surrendered when you activated your free upgrade to the Pro Tools 10 Bundle (with Pro Tools 9 and Pro Tools 10) on your account. That Pro Tools 10 Bundle license is what is not showing up on your iLok account.

If you don't know what happened to that license and why it is not on your iLok account anymore, then you need to contact Avid Support for further investigation and resolution. I can't see where it went, but they may be able to sort it out.

Contact support by phone or through the registration case page here:
http://avid.force.com/Support/RegistrationCaseCreation