Pro Tools license expired on an Active Subscription

[Ando13]

I am a first time ProTools buyer (12). I have an annual subscription that my AVID account shows is valid until Oct 2016 but inside iLOK manager it says it expired at Dec 31st, 2015. I sent a email to support (case #02871124) but no response so far. This seems like a glitch but it is preventing me from running the software.

Any ideas ? Thx. Ando

iMAC 5K
UAD Apollo TWIN

[jeffro]

Welcome to the community. Looks like Magee grabbed the case and provided a temp license while investigating.

[andy5605]

I've had the subscription based PT 12 for a good few months now without any problems. This months payment for the subscription has come out of my bank it says on the avid site all is good and up to date, but now whenever I go to open Pro Tools it just keeps saying my license is expired, its showing up in my ilok as up to date too. I've tried all I can think of and have not been able to sort it out. Anyone have any ideas what is causing the problem?

[dr_daw]

Have you synced your iLok?

[andy5605]

Yeah its all synced.

[remute]

Originally Posted by andy5605

I've had the subscription based PT 12 for a good few months now without any problems. This months payment for the subscription has come out of my bank it says on the avid site all is good and up to date, but now whenever I go to open Pro Tools it just keeps saying my license is expired, its showing up in my ilok as up to date too. I've tried all I can think of and have not been able to sort it out. Anyone have any ideas what is causing the problem?

I've had the same problem *every month* since I signed up in August.

Every month I contact support, every month they eventually, after days of having a non-functioning Pro Tools, sort it with no explanation of why it won't happen again next month.

Which it then does.

I'm currently waiting for a reply from someone at support after my case was "escalated" on Friday, leaving me with no Pro Tools all weekend.

I'm sure next month will be different.

[andy5605]

Just called the support and they wouldn't even speak to me just directed me to a web form. Excellent.

[Almighty2016]

Same problem - please help! Case number 02875292

[remute]

Originally Posted by andy5605

Just called the support and they wouldn't even speak to me just directed me to a web form. Excellent.

My escalated case still has no reply (and no working PT) since Friday.

[andy5605]

Still not resolved, have had to use Reaper for my last two sessions witch really slows down my workflow. I really hope that I at least get a free month out of this.