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  #1  
Old 06-23-2013, 02:29 AM
Helge Krabye Helge Krabye is offline
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Default My iLok account id not recognized

I just purchased the upgrade from Protools10 to 11 in the Avid store , and when I followed the link to download my product and fill out my ilok com id, I got the error "There are no qualifying upgrade products on this iLok account. Please try another iLok account." - This is so wrong! I have always used this account id, and in the iLok Manager, all my Avid software (Protools 7-10, Structure etc. etc.) have all been registered and licensed using this account. Did anybody else experience this? I have contacted support at Avid and iLok.com, but I guess they both will have tons of support requests when they get back to work on Monday...
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Old 06-23-2013, 02:35 AM
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Chris Lambrechts Chris Lambrechts is offline
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Default Re: My iLok account id not recognized

I don't see a case nr under your name but there are multiple accts. Can you send me (pm) the avid case nr please as well as the ilok support ticket ?

thanks

Chris
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  #3  
Old 06-23-2013, 03:25 AM
reneo reneo is offline
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Default Re: My iLok account id not recognized

I'm getting an infinite loop with filling out my iLok account, filling out registration and back again at filling out my iLok account. It sometimes throw an error that says my iLok account doesn't exists... Can not start the download at this point... Ridiculous!
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  #4  
Old 06-23-2013, 04:50 AM
Helge Krabye Helge Krabye is offline
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Default Re: My iLok account id not recognized

Quote:
Originally Posted by Chris Lambrechts View Post
I don't see a case nr under your name but there are multiple accts. Can you send me (pm) the avid case nr please as well as the ilok support ticket ?

thanks

Chris
Chris, I sent you a message with info (by clicking on your name here).
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Old 06-23-2013, 07:05 AM
Bill Denton Bill Denton is offline
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Default Re: My iLok account id not recognized

Please see my Post #104 on this thread...

http://duc.avid.com/showthread.php?p...94#post2051994
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  #6  
Old 06-23-2013, 08:07 AM
Helge Krabye Helge Krabye is offline
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Default Re: My iLok account id not recognized

Quote:
Originally Posted by Bill Denton View Post
Please see my Post #104 on this thread...

http://duc.avid.com/showthread.php?p...94#post2051994
Bill, I did it correctly, filling out only the simple ilok account name (hkrabye). This has always worked, and all my Avid/Protools software have been authorized using this account, so why not this time?
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Old 06-23-2013, 08:10 AM
Helge Krabye Helge Krabye is offline
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Default Re: My iLok account id not recognized

Quote:
Originally Posted by Chris Lambrechts View Post
I don't see a case nr under your name but there are multiple accts. Can you send me (pm) the avid case nr please as well as the ilok support ticket ?

thanks

Chris
Chris, I sent you info, but maybe you want me to create an Avid support case? I just followed the instruction on the page where I tried to fill out my ilok.com account to start the download. The instruction on that page says: "Please contact Avid Support if you need additional help." (The Words Avis Support is linket to http://www.avid.com/US/support)
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  #8  
Old 06-23-2013, 08:36 AM
mrjohn mrjohn is offline
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Default Re: My iLok account id not recognized

I think this is a communication problem between Avid and iLok. I tried to get the 11HD demo but when i entered my iLok ID it said iLok ID not recognised or words to that effect. I definitely 100% entered the correct user ID. Luckily I have a second ilok user account so I used that instead.
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Old 06-23-2013, 09:08 AM
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Ed Douglas Ed Douglas is offline
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Default Re: My iLok account id not recognized

I downloaded the PTHD 11 demo just fine with the same ID and account info, the actual upgrade, with the same info has, shall we say.... issues.
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Old 06-23-2013, 10:45 AM
mrjohn mrjohn is offline
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Default Re: My iLok account id not recognized

Which is why I put the hd demo on an empty ilok2 on a different ilok account.
Gives me 30 days until I have to make the decision. Hopefully this will all be worked out by then.
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