My iLok has a damaged connector, or the light on the iLok does not light up when I plug it in.

Your iLok needs to be replaced through the RMA License Recovery & Replacement process. Once we receive your broken iLok, we will recover your licenses from it and deposit your replacement licenses in your iLok.com account.

You can immediately get temporary licenses to use during the RMA processing time if your iLok is covered by Zero Downtime™ coverage. This coverage is available for purchase during the RMA order process if your iLok is not already covered.   Submit an RMA  

iLok does not light up when plugged in to a known working USB port

Your iLok needs to be replaced through the RMA License Recovery & Replacement process. Once we receive your broken iLok, we will recover your licenses from it and provide you with replacement licenses.

You can immediately get temporary licenses to use during the RMA processing time if your iLok is covered by Zero Downtime™ coverage. This coverage is available for purchase during the RMA order process if your iLok is not already covered.   Submit an RMA  

iLok does not appear in "Found iLoks" on ilok.com

If your iLok is not being recognized, the problem could be with the iLok software, your system, or the iLok.

Rule out iLok Software:

If the iLok lights up, but does not appear in the Found iLoks list, download and install the latest iLok Software, reboot, and try the Update button again. If your iLok appears in the list, it should now work to authorize your iLok-protected software.

Rule out network/internet connection:

If updating the iLok software does not help, try setting your browser to its default security settings. Some firewalls, proxy servers and anti-virus applications may cause communication issues with iLok.com. Please disable these and try the Update button again. If your iLok still does not appear, you can also try your iLok on a different computer on a different internet connection.

Rule out hardware:

Plug in the iLok. Does the iLok light up when plugged into a known working USB port? If not, or if the iLok is physically damaged, this indicates a problem with the iLok, and it should be submitted for License Recovery and Replacement through the RMA process.

If the iLok does light up, but is still not listed in "Found iLoks" after ruling out the iLok Software and the network/internet connection, and other iLoks that you've tested in the same USB port do appear there, this indicates a problem with the iLok and an RMA is necessary.

  Submit an RMA  

Issue not resolved? Click "Continue" to start a support ticket.

My iLok is broken. Can I just download my licenses to a new iLok?

The list of licenses that you see on iLok.com is only a list of licenses seen on your iLok as of its last Update with iLok.com; the actual licenses are on the iLok itself.

If you can reliably Update your broken iLok with iLok.com:

The Move Licenses utility can be used to move licenses from the broken iLok to another iLok when both iLoks are registered to the your account. If your iLok connector is loose or broken and you can get the iLok to connect only some of the time, you should not try to move more than one license at a time.

If you cannot Update your broken iLok with iLok.coms:

Please begin the RMA License Recovery and Replacement Process.

How do I get my replacement licenses?

If your iLok is broken, lost or stolen, the first step in getting replacement licenses is to place an Return Merchandise Authorization (RMA) report for the iLok using the button below. If you need access to your licenses immediately, Zero Downtime™ (ZDT) coverage allows you to receive temporary licenses in your iLok.com account as part of the RMA process. You will need an iLok to download these temporary licenses.

While Zero Downtime™ works the same in both a Broken iLok RMA and a Lost/Stolen iLok RMA, the actual license replacement works differently. In either type of RMA, if the iLok is covered by ZDT, two-week temporary licenses are deposited in your account for all eligible licenses seen on the iLok as of its last update with your iLok.com account.

For a broken iLok RMA: we are authorized by the software companies to provide permanent replacement licenses for the licenses that we recover from your broken iLok. Once we receive your broken iLok, we recover the licenses from it and deposit permanent replacement licenses in your account.

For a Lost/Stolen iLok RMA: we are not authorized by the software companies to do the permanent license replacements. You will need to contact the software companies directly regarding replacements for the lost licenses.

If you have already placed your RMA report and have a question about it, please reply to the RMA confirmation email you received. Your reply email will go directly to our support team with all of your RMA information attached.   Submit an RMA  

My iLok was Lost or Stolen. What do I do?

First, be ABSOLUTELY certain that you have no hope of finding your iLok. Reporting an iLok as Lost or Stolen is irreversible and once you make the report, the iLok can never be used again. You will need to seek replacement licenses from the individual software companies directly.

If the iLok cannot be found, please use the Submit RMA button to proceed to the RMA submission page. Once the RMA report is completed, the software companies whose licenses were last seen on the iLok will be automatically notified. You can then contact them to ask about replacement licenses.   Submit an RMA  

How do I get my replacement licenses?

If your iLok is broken, lost or stolen, the first step in getting replacement licenses is to place an Return Merchandise Authorization (RMA) report for the iLok using the button below. If you need access to your licenses immediately, Zero Downtime™ (ZDT) coverage allows you to receive temporary licenses in your iLok.com account as part of the RMA process. You will need an iLok to download these temporary licenses.

While Zero Downtime™ works the same in both a Broken iLok RMA and a Lost/Stolen iLok RMA, the actual license replacement works differently. In either type of RMA, if the iLok is covered by ZDT, two-week temporary licenses are deposited in your account for all eligible licenses seen on the iLok as of its last update with your iLok.com account.

For a broken iLok RMA: we are authorized by the software companies to provide permanent replacement licenses for the licenses that we recover from your broken iLok. Once we receive your broken iLok, we recover the licenses from it and deposit permanent replacement licenses in your account.

For a Lost/Stolen iLok RMA: we are not authorized by the software companies to do the permanent license replacements. You will need to contact the software companies directly regarding replacements for the lost licenses.

If you have already placed your RMA report and have a question about it, please reply to the RMA confirmation email you received. Your reply email will go directly to our support team with all of your RMA information attached.   Submit an RMA  

I found my Lost iLok. Now what?

As agreed to when the RMA report was placed, the RMA process is irreversible. When an iLok is reported as Lost, an email is sent to all software companies whose licenses were last seen on your iLok by iLok.com, notifying them that you have reported your iLok as Lost.

Our agreement with these companies is that if your iLok is found, it needs to be deactivated so that they know it is out of circulation and all licenses can be replaced without duplication. That way if they have already replaced your licenses for you at no cost, everything is taken care of. If the licenses were not replaced, or replaced at a cost to you, then you may be due another license.

If you received an email letting you know that the iLok and all licenses on it are no longer active, please contact the software companies for your replacement licenses. If your iLok is still authorizing your iLok-protected software, please click Continue and let us know so that we can help you.

Issue not resolved? Click "Continue" to start a support ticket.

My iLok was Lost or Stolen. What do I do?

First, be ABSOLUTELY certain that you have no hope of finding your iLok. Reporting an iLok as Lost or Stolen is irreversible and once you make the report, the iLok can never be used again. You will need to seek replacement licenses from the individual software companies directly.

If the iLok cannot be found, please use the Submit RMA button to proceed to the RMA submission page. Once the RMA report is completed, the software companies whose licenses were last seen on the iLok will be automatically notified. You can then contact them to ask about replacement licenses.   Submit an RMA  

How do I get my replacement licenses?

If your iLok is broken, lost or stolen, the first step in getting replacement licenses is to place an Return Merchandise Authorization (RMA) report for the iLok using the button below. If you need access to your licenses immediately, Zero Downtime™ (ZDT) coverage allows you to receive temporary licenses in your iLok.com account as part of the RMA process. You will need an iLok to download these temporary licenses.

While Zero Downtime™ works the same in both a Broken iLok RMA and a Lost/Stolen iLok RMA, the actual license replacement works differently. In either type of RMA, if the iLok is covered by ZDT, two-week temporary licenses are deposited in your account for all eligible licenses seen on the iLok as of its last update with your iLok.com account.

For a broken iLok RMA: We are authorized by the software companies to provide permanent replacement licenses for the licenses that we recover from your broken iLok. Once we receive your broken iLok, we recover the licenses from it and deposit permanent replacement licenses in your account.

For a Lost/Stolen iLok RMA: We are not authorized by the software companies to do the permanent license replacements. You will need to contact the software companies directly regarding replacements for the lost licenses.

If you have already placed your RMA report and have a question about it, please reply to the RMA confirmation email you received. Your reply email will go directly to our support team with all of your RMA information attached.   Submit an RMA  

My stolen iLok has been recovered. Now what?

As agreed to when the RMA report was placed, the RMA process is irreversible. When an iLok is reported as Stolen, an email is sent to all software companies whose licenses were last seen on your iLok by iLok.com, notifying them that you have reported your iLok as Stolen.

Our agreement with these companies is that if your iLok is found, it needs to be deactivated so that they know it is out of circulation and all licenses can be replaced without duplication. That way if they have already replaced your licenses for you at no cost, everything is taken care of. If the licenses were not replaced, or replaced at a cost to you, then you may be due another license.

If you received an email letting you know that the iLok and all licenses on it are no longer active, please contact the software companies for your replacement licenses. If your iLok is still authorizing your iLok-protected software, please click Continue and let us know so that we can help you.

Issue not resolved? Click "Continue" to start a support ticket.