Need help(Pro Tools HD11 upgrade error)

[coda102]

I'd purchased HD11 upgrade from Pro Tools 11/10 + CPTK yesterday.

I have 11 license(student free upgrade version since version 9) and CPTK.
I'd purchased PT10 + CPTK to PT11HD from Avid store yesterday.
But I can't upgrade my licenses to HD11 now.

On iLok license manager, I have to surrender my PT11 bundle license and CPTK
license to get HD11 bundle.
But iLok license manager don't recognise my PT11 student license to PT11 bundle license.
So, I can't surrender PT11 bundle and can't upgrade to HD11 now.

I've got an ASC from avid after I register my license.
But I can't get in touch with any support. It's terrible..

I'd read PT Student upgrade license eligible for HD upgrade on this forum.
I'm very embarrassing now. What can I do?
If possible, I want to quit my HD upgrade order.

Could you give me an answer for this problem?

[Southsidemusic]

I think that the Ilok is looking for a PT10+CPTK on your ilok and not the 11+CPTK as you say you have so I will ask the Avid peeps and get back as soon as possible with what they say you should do.

Best
Chris

[coda102]

Thanks for your reply.

Here is my screenshot about my problem.
It will explain my problem more precisely.




Thanks.

[Southsidemusic]

If you right click on the new licese and "activate" what happens?

[coda102]

Here is screenshot.

My PT11 license(student upgrade) can't be identified.

[Southsidemusic]

I am asking an Avid tech and he knows and will help us out here,
Hang tight

Chris

[coda102]

I'm waiting for Avid tech's help..

It's a terrible time for me to wait….

[SpinningDisk]

Your not upgrading in the middle of a project are you?


Sent from my iPhone using Tapatalk.

[coda102]

I'm in the middle of a project..
There are not a serious problem yet.
But my studio's another session is fully compatible for HD.
That's my problem…