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  #1  
Old 12-31-2021, 02:50 PM
walkerhigg walkerhigg is offline
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Join Date: Dec 2021
Location: Memphis, TN
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Default ProTools License Gone Missing During Reinstatment

Hi!

I just bought a reinstatement plan through Sweetwater and all was going well until I tried to apply that upgrade and support plan to my old Perpetual License in my "My Products" Page.

As I clicked the button there was an "internal server error" and now my old ProTools License has disappeared and not been replaced with a new one in my iLok License Manager.

Although I now have the Avid Complete Plug In Bundle and HEAT, so I assume that the ProTools license just never made it to my account. I also submitted a support ticket.

Any help?
Thanks in advance!
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  #2  
Old 12-31-2021, 03:28 PM
thedoublelife thedoublelife is offline
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Default Re: ProTools License Gone Missing During Reinstatment

I have the same question. The system ID is gone after payment processed. I have 2 perpetual licenses and now it only allows me to activate the one which is already activated.

Not sure if I misunderstood anything, will file query and update here as soon as there's any reply from Avid.
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  #3  
Old 12-31-2021, 11:16 PM
thedoublelife thedoublelife is offline
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Default Re: ProTools License Gone Missing During Reinstatment

Update, able to update the license 2 mins ago, I just kept pressing the update button, until it manages to update. Guess you'll be able to update it now, should be some problem in their server.
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  #4  
Old 01-05-2022, 09:27 AM
walkerhigg walkerhigg is offline
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Default Re: ProTools License Gone Missing During Reinstatment

Still have not found a solution. No Pro Tools license in my account, only complete plug in bundle and HEAT
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  #5  
Old 01-05-2022, 09:32 AM
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JFreak JFreak is offline
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Default Re: ProTools License Gone Missing During Reinstatment

Hi, welcome to the community.

Please post your case number here and as soon as jeffro sees this thread he may be able to help you
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  #6  
Old 01-06-2022, 09:16 AM
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jeffro jeffro is offline
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Default Re: ProTools License Gone Missing During Reinstatment

Quote:
Originally Posted by walkerhigg View Post
...there was an "internal server error" and now my old ProTools License has disappeared and not been replaced with a new one...
Welcome to the community.

Sorry for the trouble. I checked in on your case and it looks like this has been resolved with an update from the CS rep. Please check your email and reply there if needed.
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  #7  
Old 01-06-2022, 10:00 AM
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jeffro jeffro is offline
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Default Re: ProTools License Gone Missing During Reinstatment

Quote:
Originally Posted by thedoublelife View Post
Update, able to update the license 2 mins ago...
I see that your case was updated and I triple-checked your accounts to confirm your product and licenses are all correct.
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