Perpetual Product on hold - can't access my system ID

[Studio Live]

Hello. Hopefully someone can help me out as I'm really starting to pull my hair out over this issue!

I upgraded to PT 10/11 and registered it on the 23rd December 2014. All went well, provided my hardware SN, and got full access to my products within my master Avid account. However, after recently going back to my master Avid account to look for updates my perpetual product is 'on hold' and requesting that I "provide product name and serial number on the qualifying hardware you purchased". The problem is that this system is not excepting my serial number on the qualifying hardware as valid anymore. Therefore, I can't access my system ID which I also need to access support from Avid so sort this glitch out. I have now tried the original 003's SN, my 003+R's SN and my Mbox 2 mini's SN but none of which work to validate my account.

Best regards

Studio Live Ltd

[Southsidemusic]

Hey

Welcome to the Community

I am sending this off to Avid so they can look at your account.

Someone will get in touch with you via PM or here in this thread.

[jeffro]

I'm unable to get into the system right now to check your account, are you at least up and running with v11?

I did start a support case for you to at least get that going. Sorry for the trouble!

[Studio Live]

Thank you both for your help and support!

I originally downloaded PT 10 & 11 successfully early on this year from my account but dew to repeated Mac hardware failure Apple provided me with a new MBP in August 2015.
On the 26th of August I again successfully downloaded PT11.3.1 from my Avid account which I'm happy to say is still working fine and stable.

With thanks

Ady

[jeffro]

Looks like it's stuck part way through the upgrade. Might help if you could reply to the support case with a pic of the serial # from any of your interfaces (or from the reg cards). Is that possible?

P.S. You also have a Pro Tools HD Upgrade and Support Plan in your Avid account's Products Not Yet Downloaded, so please follow the instructions here to complete that.

[roberts]

sorry slight OT here but how come LE upgraders don't get the free Eleven Amp Plug-in

[Simusic]

Hello guys !

I am having the exact same issue!

I upgraded to PT 10/11 and registered it on the 9th of April 2015. All went well, provided my hardware SN, and got full access to my products within my master Avid account. Today, in my master Avid account, my perpetual product is 'on hold' and requesting that I "provide product name and serial number on the qualifying hardware you purchased". No access to my System ID (which I would need)

I have tried to put my Mbox 2 SN (again) but get this message :
''The provided hardware product name and serial number was not accepted. Please check them and try again''

I have no clue why would this happened, can we fix this ?

[Simusic]

Did anyone found a fix for this problem ?

[Studio Live]

Hello.
Sorry to hear that you have the same problem. Avid did eventually fix it for me - they had to remove my perpetual licence from my account and reinstate a new one, as I remember. It was thanks to this Avid Pro Audio Community that I managed to be in contact with Avid as without a product ID I could not access their support team to address the problem.

Hope you get to sorted!

Studio Live

[Simusic]

Originally Posted by Southsidemusic

Hey

Welcome to the Community

I am sending this off to Avid so they can look at your account.

Someone will get in touch with you via PM or here in this thread.

Hello Southsidemusic !

Do you think it would be possible to put me in contact with someone from AVID? I have the exact same problem and I am not able to contact anyone since I have no access to my System ID (and no access to my downloads either) .

Thanks for your time !