Product Portal messes up MacOS RX 11 advanced
Hi, new to the community but not to NI or izotope. Hopped on the upgrade train with RX 11 advanced and now the Guitar Rig upgrade in the bundle requires NI account, which is great because it helped me find this forum!
My hope posting here is to catch the eye of someone who can fix this at Izotope (yes, I have a ticket in, but I imagine they are swamped), and for others who encounter this to understand what's going wrong, maybe.
I've been using Product Portal on MacOS for years, ever since it came out. When I installed the upgraded apps (Ozone advanced, etc) yesterday, I noticed that my RX 10 Advanced lost authorization. I tend to avoid iLok and use the "authorize this PC" instead. I was not able to authorize RX 11, the editor just stays in trial mode. Product Portal reports that it is "Partially Authorized: 1/21" if I hover over a red dot next to the Trial report:
Through lots of computer restarts, uninstall of RX and Product Portal, I found out that Product Portal is the problem — it is saving the authorization into RX10 preferences, not RX 11.
There's an error in product portal's set-up for RX 11 Advanced — likely a typo.
So, in the ~/Library/Preferences/ folder, I see com.izotope.RX10…plist authorizations, but only two for RX11… the only that works is the RX 11 Spectrum Analyzer.
By looking in the plist files, product portal is saving the authorizations for RX 11 into the RX 10 preferences… So the RX11 editor app goes looking for authorization, but not finding anything because the files aren't there.
I've uninstalled and reinstalled product portal twice. Still no love. Hopefully, it's just a glitch for me and no one else, but in case anyone sees the same issue, this is what is happening, but there's no good fix because Product Portal is not saving the challenge phrases, only the responses, so renaming the config files to RX11 did not work for me — probably because I had RX10 previously .
Here's what I see in the preferences folder:
and here's an example from one of the plist files, and you can see that there is an RX10 AND an RX11 response stored in the rx10 (I cut off the right side so that the full serial and other things aren't there):
Meanwhile, the RX11 authorizations file was left empty:
Since it is managed entirely by Product Portal, something is messed up in Product Portal's configuation for RX 11 Advanced.
Comments
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Did you try to both de-authorize and uninstall (remove) all of both the RX 10 and 11 and then tried reinstalling RX 11 after that ?
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Still didn’t work. That’s what proved to me that product portal insists on saving the auth to the wrong preference file names for 20 of the 21 components. Also explains why the folks using ilok aren’t seeing an issue.
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Then you should report the issue either to dedicated iZotope RX support or iZotope install support depending on you see the issue as an install issue or a RX issue..
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Thanks, I did mention in the OP that I had done so. Haven’t heard back from support yet. Added a link to the support ticket to this post here also.
This forum is very helpful in case anyone else (like I do) goes looking to see if there is a problem like the one they encounter. Plus, the izotope bundle has NI components and logging in to izotope happens through NI anymore.1 -
izotope replied to the support ticket and asked to try product portal again as they’ve updated it.
It works way better - the standalone app authorizes but portal shows it as a trial again and hovering over the red dot in portal says “Partially authorized: 20/21” now. While not perfect, at least the app believes it is authorized this way.
I’m posting here just in case the tech working my ticket sees it. Something different with the new ticket system at izotope doesn’t really show user replies. The old system seemed clearer than this one. I hope this is not the way native instruments system works.
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Thank you for the update. You definitely needs to update your ticket though with any new information. Don't expect tech support to read your forum conversation. They might miss it and with it important information.
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thanks. They got it. Friday, they updated the defs for product portal and it will authorize now. There’s a weird issue where it still shows trial and the portal says “partially authorized:20/21” but the editor app is fine. They used the link to this discussion so it helped.
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