Avid Pro Audio Community

Avid Pro Audio Community

How to Join & Post  •  Community Terms of Use  •  Help Us Help You

Knowledge Base Search  •  Community Search  •  Learn & Support


Avid Home Page

Go Back   Avid Pro Audio Community > Pro Tools Software > Licensing & Accounts

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 01-24-2023, 06:58 PM
mattrixx mattrixx is offline
Member
 
Join Date: Jan 2005
Location: Adelaide - Australia
Posts: 1,125
Default Missing Pro Tools Ultimate Perpetual iLok assets

Hi there,
I renewed my Perpetual sub on December 22nd 2022 and I have not received the iLok asset. It won't refresh etc.

The plugin bundles have updated to reflect another year on the expiry...

Only reason I knew something was up, was on launching Pro Tools Ultimate, I got the following message.... aargh.
Need to urgently get this sorted. (tried to log a support case). Have work to complete.

__________________
Matt McKenzie-Smith
mattrixx.net
SourceConnect - mattrixx
AVID Collab user - mattrixx

MacStudio Ultra / LogicProX / IzotopeRX10+ / SourceConnect / MelodyneStudio5 / WAVES Mercury / NI KompleteUltimate / ProToolsUltimate / RME UFX, UFXII, Babyface / AVID S3 + DOCK / Barefoot MM27 gen2 / Barefoot FP01

Last edited by mattrixx; 01-24-2023 at 09:12 PM.
Reply With Quote
  #2  
Old 01-24-2023, 09:04 PM
unkJE's Avatar
unkJE unkJE is offline
Member
 
Join Date: Dec 2011
Location: Adelaide, Australia
Posts: 2,969
Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

First download the free Ultimate Trial so you can keep working while this gets sorted:
https://my.avid.com/get/pro-tools-trial

Assuming there’s nothing in your Avid MY ACCOUNT> My Products>Products Not Yet Downloaded – as well as nothing in iLok License Manager>View>Available Licenses, post your Case Number in this Thread, so Mods or Higher can escalate your Case.


new PM for you
__________________
Pro Tools Studio 2024.3

Last edited by unkJE; 01-24-2023 at 09:59 PM.
Reply With Quote
  #3  
Old 01-24-2023, 09:52 PM
unkJE's Avatar
unkJE unkJE is offline
Member
 
Join Date: Dec 2011
Location: Adelaide, Australia
Posts: 2,969
Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Can't understand why there's a "Subscription Expiration Warning" on your Perpetual license ...

Anyway, you should immediately be assigned a Case Number after you answer these questions (see pic):

https://avid.secure.force.com/Suppor...onCaseCreation
Attached Images
File Type: jpg Create a Case.JPG (25.2 KB, 0 views)
__________________
Pro Tools Studio 2024.3
Reply With Quote
  #4  
Old 01-24-2023, 09:56 PM
mattrixx mattrixx is offline
Member
 
Join Date: Jan 2005
Location: Adelaide - Australia
Posts: 1,125
Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Thanks again my case number is- 04572874
__________________
Matt McKenzie-Smith
mattrixx.net
SourceConnect - mattrixx
AVID Collab user - mattrixx

MacStudio Ultra / LogicProX / IzotopeRX10+ / SourceConnect / MelodyneStudio5 / WAVES Mercury / NI KompleteUltimate / ProToolsUltimate / RME UFX, UFXII, Babyface / AVID S3 + DOCK / Barefoot MM27 gen2 / Barefoot FP01
Reply With Quote
  #5  
Old 01-24-2023, 10:00 PM
unkJE's Avatar
unkJE unkJE is offline
Member
 
Join Date: Dec 2011
Location: Adelaide, Australia
Posts: 2,969
Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

please check - sent new PM
__________________
Pro Tools Studio 2024.3
Reply With Quote
  #6  
Old 01-24-2023, 10:26 PM
mattrixx mattrixx is offline
Member
 
Join Date: Jan 2005
Location: Adelaide - Australia
Posts: 1,125
Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Cheers. I just got the 30 day demo auth'd to my iLok, so that's bought me some time to find out what's gong on.

Thanks again.
__________________
Matt McKenzie-Smith
mattrixx.net
SourceConnect - mattrixx
AVID Collab user - mattrixx

MacStudio Ultra / LogicProX / IzotopeRX10+ / SourceConnect / MelodyneStudio5 / WAVES Mercury / NI KompleteUltimate / ProToolsUltimate / RME UFX, UFXII, Babyface / AVID S3 + DOCK / Barefoot MM27 gen2 / Barefoot FP01
Reply With Quote
  #7  
Old 01-27-2023, 05:56 PM
mattrixx mattrixx is offline
Member
 
Join Date: Jan 2005
Location: Adelaide - Australia
Posts: 1,125
Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Just a quick update.

Support got back to me several times asking for screenshots of my iLok autos etc etc. I sent them everything.
Have acknowledged that I am up to date and that it should have refreshed (Alas it has NOT), as Groovecell, Synthcell and the Plugin Bundles etc have refreshed and reflect the correct expiry date.
Now want to arrange a phone call (said they called and got voicemail, but there's no missed call on my phone).
They want to do a remote desktop session apparently... for what, I have no idea.

I now know why people get frustrated with AVID's "Expert Support Team".
__________________
Matt McKenzie-Smith
mattrixx.net
SourceConnect - mattrixx
AVID Collab user - mattrixx

MacStudio Ultra / LogicProX / IzotopeRX10+ / SourceConnect / MelodyneStudio5 / WAVES Mercury / NI KompleteUltimate / ProToolsUltimate / RME UFX, UFXII, Babyface / AVID S3 + DOCK / Barefoot MM27 gen2 / Barefoot FP01
Reply With Quote
  #8  
Old 01-27-2023, 06:14 PM
unkJE's Avatar
unkJE unkJE is offline
Member
 
Join Date: Dec 2011
Location: Adelaide, Australia
Posts: 2,969
Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Hi again, Matt - please excuse if the following is “stating the bleeding obvious”!

My (Windows) ILM has been recently updated from 5.6.3 to 5.7
- install the latest Mac version, if you haven’t already done so.

As Avid have acknowledged you’re up to date, when your license finally appears and you’ve moved it to your iLok, right-click on your iLok in the LH column of ILM and select ‘Synchronize’
__________________
Pro Tools Studio 2024.3
Reply With Quote
  #9  
Old 01-27-2023, 07:40 PM
mattrixx mattrixx is offline
Member
 
Join Date: Jan 2005
Location: Adelaide - Australia
Posts: 1,125
Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

Quote:
Originally Posted by unkJE View Post
Hi again, Matt - please excuse if the following is “stating the bleeding obvious”!

My (Windows) ILM has been recently updated from 5.6.3 to 5.7
- install the latest Mac version, if you haven’t already done so.

As Avid have acknowledged you’re up to date, when your license finally appears and you’ve moved it to your iLok, right-click on your iLok in the LH column of ILM and select ‘Synchronize’
Yes, thanks unkJE,
I have been through all of these steps (also on latest 5.7).
__________________
Matt McKenzie-Smith
mattrixx.net
SourceConnect - mattrixx
AVID Collab user - mattrixx

MacStudio Ultra / LogicProX / IzotopeRX10+ / SourceConnect / MelodyneStudio5 / WAVES Mercury / NI KompleteUltimate / ProToolsUltimate / RME UFX, UFXII, Babyface / AVID S3 + DOCK / Barefoot MM27 gen2 / Barefoot FP01
Reply With Quote
  #10  
Old 01-28-2023, 12:11 AM
mattrixx mattrixx is offline
Member
 
Join Date: Jan 2005
Location: Adelaide - Australia
Posts: 1,125
Default Re: Missing Pro Tools Ultimate Perpetual iLok assets

To add insult to injury.. my "Expert Support" status doesn't work. Tried calling today and it said my system ID wasn't supported. Grrr

__________________
Matt McKenzie-Smith
mattrixx.net
SourceConnect - mattrixx
AVID Collab user - mattrixx

MacStudio Ultra / LogicProX / IzotopeRX10+ / SourceConnect / MelodyneStudio5 / WAVES Mercury / NI KompleteUltimate / ProToolsUltimate / RME UFX, UFXII, Babyface / AVID S3 + DOCK / Barefoot MM27 gen2 / Barefoot FP01

Last edited by mattrixx; 01-28-2023 at 10:30 PM.
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
Selling Pro Tools Ultimate Perpetual - Studio Sub or Perpetual? Chevron Pro Tools 10 05-03-2022 11:06 AM
Pro Tools Ultimate Perpetual has disappeared from iLok!!! blackmacdaddy Licensing & Accounts 5 03-24-2021 03:15 AM
Protools Ultimate Perpetual Subscription missing from my product list Peterjshaw Pro Tools 2020 6 11-17-2020 01:23 AM
Perpetual renewal. missing Ilok license pdivietro Licensing & Accounts 1 09-13-2018 10:04 PM
Pro Tools HD 7.3/7.4 & 7 ilok assets Chris Coleman Buy & Sell 0 02-18-2013 06:47 PM


All times are GMT -7. The time now is 04:18 AM.


Powered by: vBulletin, Copyright ©2000 - 2008, Jelsoft Enterprises Limited. Forum Hosted By: URLJet.com