PT 9 license disappeared from iLok

[scotsman]

Move a PT9 license a year ago back to another ilok for laptop to support my HD system. Other than the USB 3 problem all has been well, but yesterday had intermittent audio then it just stopped, asking for PT9 license authorisation.
When I checked the iLok with my iLok account the PT9 license had just disappeared!! The iLok History shows the transfers to the second iLok a year ago, so how could it be removed/disappear during normal usage?
All the other licenses for other plugins were there but no PT9.

Any thought on how I can retrieve it?

Thanks
Scotsman

[Chris Lambrechts]

I would submit a support ticket on ilok.com immediately. Provide them with as much detail as possible when you transferred the license etc.

Do you have any record at all from the transfer ? You're sure it worked right ? You've been using that very license for the last year and now it is no longer in your ilok acct either when you synchronise the ilok ?

Chris

[scotsman]

Thanks Chris, Yes I have the History on iLok (& screen print) that shows it was transferred to the other iLok. And there was no action (additions or removals) on that iLok until I re synced it last night and I took another screen picture (wish I had taken a picture before the sync which would have shown the PT9 there in the iLok records).
The entry was sitting above the PT7 HD backup license, now it is just there it self with the other plugins.

The PT9 license has been used regularly so it definitely worked, just very strange that it somehow disappeared. I searched and saw similar issues with some windows folk where a file which was added cured the problem, but I not heard the same for Mac users.

For a plugin to "disappear" when in use is very worrying, we all think about what we have invested and for them to become vapour-ware just by using them is a big concern.

Scotsman

[scotsman]

Submitted a ticket to iLok and got a very quick reply saying that it would be a corrupt memory location for the PT9 license and that would be why the license disappeared.

Have to RMA the current iLok and wait for 2 weeks for the replacement, this is when I wish I had done the ZDT insurance cover previously, as with the replacement iLok and international shipping charges it is expensive, so be warned!!

Hoping that all goes well from here in

Scotsman

[Chris Lambrechts]

If you have the rma from ilok.com and can send us the details we can probably set you up with a temp license to cover your downtime. Send me a pm with your contact details please.

Thanks

Chris

[scotsman]

Thank you Chris, have sent on the pm message

Rgds
Scotsman

[musicman691]

Just as a warning you'll find ilok.com is down for about 24 hours for maintenance.

[scotsman]

Thanks musicman, just have to enjoy the great weather instead and wait until next week