24/7 Backup
Zero Downtime™ gives you 24/7 peace of mind.
Frequently Asked Questions
 |
If you need more information than you can find in the FAQ, please use our Guided Help to help resolve your issue. |
Matching FAQ entries will be displayed as you type. (Firefox 3.5, Safari 4, Internet Explorer 8)
| Jump to: | |
|---|---|
iLok basics
What is an iLok?
The iLok is a USB smart key that holds licenses for participating protected software products. A single iLok can store over 100 separate licenses. You can have licenses from multiple software publishers on the same iLok, and multiple iLoks can be connected to a computer to authorize software products. With an iLok, you can carry all of your software licenses with you wherever you go. The iLok is portable, convenient and hassle free.
What is iLok.com?
The iLok.com web site was created to help you manage the software licenses on your iLok. With iLok.com, you can see what is on your iLok, add licenses to your iLok, move your licenses between iLoks, and receive new licenses from participating software publishers.
Where can I buy an iLok?
To purchase online, click on Buy to go to the iLok.com web store. Pricing and availability are subject to change without notice.
In addition, the iLok is available at many other pro-audio product dealers, and generally anywhere Digidesign products are sold. In Europe, the iLok is distributed by Sonic Distribution.
Note: We always recommend buying your iLok new and not used. This is because there is no secure way for you to verify the status of licenses on a used iLok.
In addition, the iLok is available at many other pro-audio product dealers, and generally anywhere Digidesign products are sold. In Europe, the iLok is distributed by Sonic Distribution.
Note: We always recommend buying your iLok new and not used. This is because there is no secure way for you to verify the status of licenses on a used iLok.
Which software publishers currently provide iLok-enabled products?
Please click here for a current list of publishers who support iLok. Also, you can look for the iLok sticker on software packages that support iLok.
What companies are planning to support iLok?
We cannot provide you with information regarding a given software publisher's plans to support iLok. Please contact the software publisher for details on how they plan to support iLok authorizations.
What does an iLok.com account cost?
You can set up an iLok.com account for free. With your free account, you can update your account to show your iLok's current contents, view the contents of your iLoks, download new licenses received from software publishers, and move licenses between your iLoks. If you have not set up your account yet, click Create Free Account or see the iLok.com Quick Start Guide.
Fees apply for optional services, including Zero Downtime™, transferring licenses to other user accounts, or returning your iLok for license recovery and replacement.
Fees apply for optional services, including Zero Downtime™, transferring licenses to other user accounts, or returning your iLok for license recovery and replacement.
How can I contact iLok.com support?
Support for iLok.com is provided through email tickets submitted through the Guided Help system. Tickets are answered Monday through Friday, 9am to 5pm Pacific. Telephone support is not available. If after checking this FAQ list you are unable to find a resolution to your issue, please go to the Guided Help page. Begin by choosing the category that best describes your issue, then choosing the topic and your specific issue. An answer will be displayed as well as links to related FAQ entries. If we can further assist you with this type of issue, a Continue button will be shown and this will lead you to the support email ticket entry form.
If you are unable to sign in to your iLok.com account in order to submit a support ticket, please visit the Account Issues page.
If you are unable to sign in to your iLok.com account in order to submit a support ticket, please visit the Account Issues page.
System requirements
What platforms support iLok.com?
iLok.com works on both Macintosh and Windows. You need a computer with a USB port and one of the following operating systems: Mac OS X v10.3.9 and later (with the exception of 10.4.4). For Windows you need 2000, XP, Vista or Windows 7.
What web browser can I use?
iLok.com is compatible with most web browsers. For Macintosh users, we recommend Safari 4+ or Firefox 3.5+. For Windows users, we recommend Firefox 3.5+. Internet Explorer 8.0 is also supported. Internet Explorer 6 and Internet Explorer 7 are supported but may experience interface issues. If the browser you are using does not seem to work, please use one of the above recommended browsers.
What if my main computer is not connected to the Internet?
To use the iLok.com web site, you must have access to a computer that is on the Internet. If your main computer is not Internet enabled, then simply unplug your iLok, bring it to an Internet enabled computer, sign in to iLok.com, configure your iLok with the licenses you need, then bring the iLok back to your main computer.
What if I'm out of USB ports on my computer?
If all of your USB ports are in use, you can use a powered USB hub. Note that we highly recommend that you use powered rather than non-powered hubs.
Can I use iLok.com on my Intel-based Macintosh?
The iLok.com Client Helper natively supports the Intel-based Macintosh platform. Please be sure to have the latest Client Helper installed before performing any iLok operation. You can get the Client Helper by visiting our Download page. Please be sure you select the correct platform (Mac or PC).
iLok Software (Client Helper and Driver)
What do I need to do to use the Client Helper?
The Client Helper and its plugins are supported on Safari 3+, Firefox 3+, and Internet Explorer 6, 7, and 8. If you've downloaded and run the Client Helper installer, the appropriate plugins have been installed. The Client Helper is set to work with your browser's default security settings. If you are experiencing issues with the Client Helper, please revert to your browser's default security settings.
The Client Helper uses an ActiveX control, or plugin, in Internet Explorer. When using Internet Explorer, you may be advised via a bar at the top of the page that the site is attempting to run an ActiveX control. Right-click the bar, select "Run ActiveX control", and you should be good to go.
The Client Helper uses an ActiveX control, or plugin, in Internet Explorer. When using Internet Explorer, you may be advised via a bar at the top of the page that the site is attempting to run an ActiveX control. Right-click the bar, select "Run ActiveX control", and you should be good to go.
On Leopard, I get a message saying "software extensions are missing", but have already installed the latest extensions. What do I do?
The latest InterLok Extensions are compatible with Mac OS X 10.5 Leopard. If you have installed the latest extensions (drivers) and are still experiencing an issue, an updated version of the software you are attempting to use from one of the software developers may be necessary as well. Please contact that software developer for further information.
Why does the iLok Driver Installer hang at the end of the installation process?
This is a known issue that occurs when the iLok driver installer is run on a system that contains a particular RME Fireface driver. We have contacted RME to identify a permanent solution for their driver's behavior with our installer. You may also contact RME regarding this behavior.
To resolve this issue, please complete the following steps:
- Temporarily rename the "fireface_mme.dll" file found in the "\Windows\system32\" directory to "fireface_mme-temp.dll".
- Run the iLok driver installer again. There should be no hang when running the installer this time.
- When the installation successfully completes, rename the "fireface_mme-temp.dll" file back to "fireface_mme.dll".
Why do I keep getting the "Client Helper Application has stopped communicating with the server. Please try again." error?
This error can be presented under a few circumstances.
One circumstance is that you need to update the iLok.com software on your computer. The latest versions of the iLok software can be found on the Download page.
Another circumstance is that you are behind a proxy server and/or firewall. There is a known issue with some firewalls and proxy servers that we are currently looking into. If this describes you, we recommend that you use ilok.com with another system that is not on your firewall and/or using a proxy server.
Another circumstance is that plug-ins are not enabled in your web browser. Please enable plug-ins and try again. Steps for enabling plug-ins in the currently supported browsers follow:
Another circumstance is that you are behind a proxy server and/or firewall. There is a known issue with some firewalls and proxy servers that we are currently looking into. If this describes you, we recommend that you use ilok.com with another system that is not on your firewall and/or using a proxy server.
Another circumstance is that plug-ins are not enabled in your web browser. Please enable plug-ins and try again. Steps for enabling plug-ins in the currently supported browsers follow:
- Safari: In Safari preferences, click 'Security' in the toolbar, and make sure that 'Enable plug-ins' is checked.
- Internet Explorer for Windows: From the 'Tools|Internet Options...' menu, click the 'Security' tab. After clicking 'Custom Level...', be sure that 'Enabled' is selected under 'Run ActiveX controls and plug-ins'.
Authorizing iLok-protected software
How do I authorize software with an iLok?
If your iLok contains a license for your protected software, all you have to do to authorize your software is have the iLok plugged into your computer while the software is running.
What if my iLok doesn't have the license I need for my software?
If your iLok does not contain the required license, you can download it to your iLok if you have a license pending download. If you do not have the required license, please contact the software publisher. Most publishers can deposit a license directly into your iLok.com account. Once received, you can download a pending license to your iLok and use it to authorize your software. Alternatively software publishers might be able to provide you with licenses via other delivery mechanisms, such as with a license card or software authorizer program.
How do I authorize my iLok-enabled software if I don't have an iLok?
If the product you are trying to authorize is iLok-enabled, the developer may support other authorization methods, such as software product activation. Contact the software publisher for details.
Can I transfer authorizations from key diskettes or challenge/response to my iLok?
It is not possible to transfer key diskette or challenge/response authorizations from your machine to an iLok. If you wish to have iLok versions of your licenses, you will need to contact the software publisher.
A license that I have received is going to expire before I expected. What gives?
A Pending License sent to you from a software publisher can have a "use by" date that is different than the expiration date from the license itself. The software publisher should give you this date if they have assigned one.
The best way to tell when a license will expire is to download it from the "Download Licenses" page, and then look at the license on the iLok in the "iLoks & Licenses" page. If after downloading there is any question regarding the expiration date of your license, please check with the software publisher.
The best way to tell when a license will expire is to download it from the "Download Licenses" page, and then look at the license on the iLok in the "iLoks & Licenses" page. If after downloading there is any question regarding the expiration date of your license, please check with the software publisher.
Your iLok.com account
What can I do if I forget my iLok.com User ID or password?
Visit the Account Issues page for help in recovering your account information.
I have an iLok but the original user has left the company. What should I do?
You will need to have access to that user's email address in order to gain access to their iLok.com account to switch ownership. If you do not have access to the email address, please check the support Guided Help for assistance. Studios and work environments should be sure to manage their iLoks at the corporate level.
How do I change my account information or User ID on iLok.com?
To change your account information, sign in to iLok.com and click on "View Profile" in the upper right corner. This will bring you to a page where you can edit your personal information.
Note that the User ID is the account identifier for all records and cannot be changed.
Note that the User ID is the account identifier for all records and cannot be changed.
Why didn't I get a confirmation email from iLok.com?
When you create your account or purchase something from us, we send a confirmation email from our server. If you do not receive a confirmation email, the first thing to check is your email address in your account profile. If the email address is wrong, you need to change it. If you are sure that you have the right email address, please check to make sure that the email has not been blocked by a junk mail filter. Emails from our server will always have a sender email address that ends in "@ilok.com".
If you are sure that your filters or your ISP are not blocking your email, then please let us know via the Account Issues page.
If you are sure that your filters or your ISP are not blocking your email, then please let us know via the Account Issues page.
I received the email to confirm my account, and I get the error "Unexpected Error... The confirmation URL has an invalid activation code for your User ID...". What gives?
The first click on the link in the confirmation email usually causes a successful account confirmation. If you double-click, or try to use the link as a means to enter the site later, you'll see the above error message. To verify that your account has been successfully confirmed, please go to the home page of ilok.com and sign in. If you can sign in, your account is successfully confirmed, and there is no need to use the link in the email again.
Managing your licenses
How do I see what licenses are on my iLok?
First, plug the iLok into your computer and sign in to your iLok.com account. Your iLok should show in the "Found iLoks" list on the left. You can see the licenses on your iLok by clicking the "Show" button in the Licenses column of the My iLoks table shown in the center of the iLoks and Licenses page. You can also click the name of your iLok to see additional details and to edit your iLok's name.
There is a license on my iLok that I don't recognize, what's the deal?
Please contact the software publisher listed in the Company field for that license. They will be able to help you.
How do I move licenses between my iLoks?
To move licenses between two iLoks registered to your account, sign in and select "Move licenses" in the Manage Licenses menu to the left, and follow the instructions. Note that you can only move licenses between iLoks registered to the same account. If you need to move the license to an iLok in a different iLok.com account, you need to use the "Transfer Licenses" option.
Please note that for both technical and business reasons, some publishers have chosen not to enable the Move Licenses feature.
Please note that for both technical and business reasons, some publishers have chosen not to enable the Move Licenses feature.
Can I copy my licenses to another iLok (not move them)?
You cannot duplicate licenses. Most software publishers provide one license for each copy of their software that you purchase. The license is stored on the iLok and one license cannot be on two iLoks at the same time. You are welcome to contact the software publisher for more information on the licensing and authorization of their product.
If you wanted the duplicate licenses for backup purposes, our Zero Downtime™ program may address your concerns.
If you wanted the duplicate licenses for backup purposes, our Zero Downtime™ program may address your concerns.
How do I transfer licenses to a different iLok.com account?
To transfer licenses to a different iLok.com account, select the "Transfer Licenses" option in the Manage Licenses menu to the left and follow the instructions. Note that a fee applies for transferring licenses to another iLok.com account. For some licenses, software publishers may require their approval prior to the transfer, and they may also require a separate transfer fee. Licenses that require an approval are so marked once you select your iLok in step one of the transfer process and click "Next". NFR (Not For Resale) and Trial licenses are not eligible for transfer.
For technical and business reasons, some publishers have not enabled this feature.
For technical and business reasons, some publishers have not enabled this feature.
I'm being asked to surrender a license. What does this mean?
Some new licenses require the surrender of a license you already own, like a trade-in. These new licenses are commonly Update licenses, but a surrender may sometimes be used to exchange a full license for a demo license, or a bundle of licenses for an individual license.
If the license to be surrendered is not already on your iLok, do NOT delete the pending license from your account. You will need to download the required surrender license to your iLok and then have only this iLok plugged in while you download the new license that is asking for the surrender. The surrender of the required license is done automatically by the computer during the download of the new license.
If the license to be surrendered is not already on your iLok, do NOT delete the pending license from your account. You will need to download the required surrender license to your iLok and then have only this iLok plugged in while you download the new license that is asking for the surrender. The surrender of the required license is done automatically by the computer during the download of the new license.
What is a bundle?
A bundle is a group of licenses that are bound together. They are downloaded as a group and moved between iLoks or iLok.com accounts as a group. Some software publishers use the term 'bundle' as a marketing term when selling a group of individual licenses. You can recognize an iLok.com license bundle by the label "Bundle" in the Type column. Note that a bundle does not save space on the iLok - a bundle that contains four products occupies four spaces, just the same as if you owned the four products separately.
If you have licenses already on your iLok for products that are part of the bundle, the overlapping licenses will be put into "Queued" status. See the next FAQ entry.
If you have licenses already on your iLok for products that are part of the bundle, the overlapping licenses will be put into "Queued" status. See the next FAQ entry.
What does "Queued" mean?
An iLok can hold only one license for each software product. But if you have bundles, it is possible to have two or more licenses for the same product associated with one iLok. Only one license is actually on the iLok. Information about the other license is stored, or queued. The more useful of the two licenses is put on the iLok.
For example, a full license is on the iLok and a timed one is queued. A single license, part of a bundle, or even a whole bundle can be queued. Subject to software publisher limitations, queued licenses or bundles can be transferred to another iLok where they will become active licenses if no other licenses for these products are already on the destination iLok.
For example, a full license is on the iLok and a timed one is queued. A single license, part of a bundle, or even a whole bundle can be queued. Subject to software publisher limitations, queued licenses or bundles can be transferred to another iLok where they will become active licenses if no other licenses for these products are already on the destination iLok.
How do I delete demo or trial licenses from my iLok?
You cannot remove demo or trial licenses from an iLok. If you purchase the corresponding product, you can replace the demo or trial license with the full license. Demo or trial licenses that are part of a Bundle behave differently. These licenses are not replaced by the full license, but are instead Queued. If you need to free up space on a given iLok, you can move your demo or trial licenses to another iLok.
How many licenses can an iLok hold?
An iLok can hold a maximum of 118 licenses. On the View Licenses page, click the "i" icon to get to the Details page. The "Total License Slots Used" field shows how many licenses are physically on the iLok. If you have more "Total Licenses" than "Total License Slots Used", please see "What does Queued mean?".
Managing your iLoks
How do I register my iLok to my account?
To register your iLok to your account, plug the iLok in to your computer and sign in to your iLok.com account. Your iLok will automatically be registered to your account.
During the registration process, we will lock any licenses found on the iLok to your iLok. We do this so that only you will be able to move the licenses via your account. This gives you complete control over your licenses and prevents someone else from registering your iLok as their own.
Also, by locking the licenses we can be assured of the contents of your iLok each time it is updated at iLok.com. This allows us to provide you with the option of receiving temporary licenses through our Zero Downtime™ program in case of an emergency, such as if your iLok breaks or is lost or stolen.
During the registration process, we will lock any licenses found on the iLok to your iLok. We do this so that only you will be able to move the licenses via your account. This gives you complete control over your licenses and prevents someone else from registering your iLok as their own.
Also, by locking the licenses we can be assured of the contents of your iLok each time it is updated at iLok.com. This allows us to provide you with the option of receiving temporary licenses through our Zero Downtime™ program in case of an emergency, such as if your iLok breaks or is lost or stolen.
How can I minimize downtime in case my iLok breaks or is lost?
You can protect your registered iLoks with our Zero Downtime™ coverage. With Zero Downtime™, you will be able to automatically receive temporary licenses for any covered iLok in case of an emergency, such as if your iLok breaks or is lost or stolen.
I have a bunch of iLoks. How do I tell them apart?
With iLok.com, you can name your iLoks. To change an iLok's name, click on the iLok name (anywhere you see it), then click the "Edit" link on the right hand side of the page.
From the "Edit iLok Information" page you can change your iLok's name and description. Note that you can edit an iLok's name and description without having the iLok plugged in to your computer.
When your iLoks are plugged in, you can press the "Update" button (left menu) and your inserted iLoks will show up under "Found iLoks".
To physically tell iLoks apart when you are not signed in to iLok.com, you should consider labeling or tagging your iLoks.
From the "Edit iLok Information" page you can change your iLok's name and description. Note that you can edit an iLok's name and description without having the iLok plugged in to your computer.
When your iLoks are plugged in, you can press the "Update" button (left menu) and your inserted iLoks will show up under "Found iLoks".
To physically tell iLoks apart when you are not signed in to iLok.com, you should consider labeling or tagging your iLoks.
How do I remove an iLok from my account?
Unless you are within the seven-day "grace period" described below, you may only remove iLoks that are either empty or contain only demo or trial licenses. If you need to empty your iLok, you should move its licenses to another iLok or another account. Once eligible for removal, a "Remove from account" button will appear next to the iLok in the details page (click the iLok's name anywhere you see it to view details). Click the button to remove the iLok from your account.
Some software companies require you to get their approval prior to removing an iLok with a license for their product. You will be warned if a license on your iLok requires approval. The removal request date is what applies to the removal grace period deadline, not the date the approval is received.
WARNING! If your iLok is covered by Zero Downtime™, you will lose coverage when you remove the iLok from your account. This limitation is covered in the Zero Downtime™ terms and conditions.
Although the feature of removing an iLok that contains licenses from an account is not available, there is a seven-day grace period to allow users to sort their iLoks into the proper accounts. After this grace period expires, iLoks are not movable.
Here is how the remove feature works:
For example, if you register a new iLok on Monday at 7:00 a.m., its seven-day grace period starts and will end the following Monday at 7:00 a.m. If you remove the iLok the same day, then register it in any account two days later (on Wednesday), the remaining grace period will be five days. It does not matter that the iLok was not registered for one day (Tuesday). The grace period follows the iLok, and is never reset once it is started.
This feature was designed to help users who accidentally register a new iLok to the wrong account, or for people who have several accounts and now find it more convenient to have just one. We recommend one account per individual user, or per studio.
Some software companies require you to get their approval prior to removing an iLok with a license for their product. You will be warned if a license on your iLok requires approval. The removal request date is what applies to the removal grace period deadline, not the date the approval is received.
WARNING! If your iLok is covered by Zero Downtime™, you will lose coverage when you remove the iLok from your account. This limitation is covered in the Zero Downtime™ terms and conditions.
Although the feature of removing an iLok that contains licenses from an account is not available, there is a seven-day grace period to allow users to sort their iLoks into the proper accounts. After this grace period expires, iLoks are not movable.
Here is how the remove feature works:
- When an iLok is registered to an account for the first time, the date and time are recorded. We use this time-stamp to determine the end of the removal grace period.
- Although removing an iLok disassociates it from that account, the grace period runs continuously from the first registration. Removing an iLok does not affect the licenses currently on the iLok, or stop the grace period clock.
- If an iLok that has been removed is subsequently added to ANY iLok.com account, any remaining time left in the grace period still applies.
- When the grace period ends, an iLok with licenses remains permanently in the account where it is currently registered.
- If the iLok is not registered to an account when the grace period ends, then it will be permanently locked to whichever account it is registered to next.
- Note that Zero Downtime™ is not available for iLoks not currently registered to an iLok.com account.
For example, if you register a new iLok on Monday at 7:00 a.m., its seven-day grace period starts and will end the following Monday at 7:00 a.m. If you remove the iLok the same day, then register it in any account two days later (on Wednesday), the remaining grace period will be five days. It does not matter that the iLok was not registered for one day (Tuesday). The grace period follows the iLok, and is never reset once it is started.
This feature was designed to help users who accidentally register a new iLok to the wrong account, or for people who have several accounts and now find it more convenient to have just one. We recommend one account per individual user, or per studio.
iLok smart key issues
Why doesn't my iLok work?
If your iLok is not authorizing your software, or if it is not being recognized on iLok.com, it is possible that it may need to be replaced. Please visit the iLok ZDT/RMA page to verify that the iLok is broken and start the process of replacing it.
What can I do when I've password protected my iLok, but have forgotten the password?
If iLok.com thinks your iLok is password protected, then it probably is. iLok.com will present a "14009" error when this is the case. It could be that you ran protected software that asked you to specify a password at some time in the past. For example in the pro-audio field, some of McDSP's earliest products are known to ask the user to specify an iLok password. Generally you will not be asked for the password unless you move your iLok to a new machine or if you add or remove software licenses. As a result it's pretty easy to forget the password.
If you remember your iLok password (or if you think you can guess it), you can use the following technique to reset or remove it:
Some protected applications, authorizer applications, or plug-ins have a hot key shortcut to bring up the password dialog. Just after you double click the product to open it on a Mac, hold down the [Command key]+ [p] + [i] at the same time. If you are on Windows, hold down Ctrl, Shift, and W. Entering the old password with no new password in the password management screen will disable the password feature.
If you cannot remember or reset your password, you will have to send the iLok to us for license recovery and replacement. To do this, begin the RMA process on the iLok ZDT/RMA page.
If you remember your iLok password (or if you think you can guess it), you can use the following technique to reset or remove it:
Some protected applications, authorizer applications, or plug-ins have a hot key shortcut to bring up the password dialog. Just after you double click the product to open it on a Mac, hold down the [Command key]+ [p] + [i] at the same time. If you are on Windows, hold down Ctrl, Shift, and W. Entering the old password with no new password in the password management screen will disable the password feature.
If you cannot remember or reset your password, you will have to send the iLok to us for license recovery and replacement. To do this, begin the RMA process on the iLok ZDT/RMA page.
How do I prevent someone from stealing my iLok?
The iLok has a loop on it so that you can physically secure it using an anti-theft cable. The iLok can also be installed on an internal board allowing it to be locked inside the computer. This is useful for situations where an iLok is used in a public location, such as universities or studios.
What does RMA mean?
RMA stands for "Return Merchandise Authorization". This is a common term for the process of returning a hardware item for repair or replacement.
What is the Zero Downtime&trade program?
Although the iLok is reliable, it can fail or be damaged causing your expensive software to be unusable at the most inconvenient time. Zero Downtime™ (ZDT) is the privilege of receiving temporary licenses in your iLok.com account as part of the Return Merchandise Authorization (RMA) process. Downloading the licenses to a functional iLok keeps you working while you send the broken one to us for license recovery and replacement. After the iLok is received by PACE Anti-Piracy, permanent replacement licenses will be deposited in your iLok.com account for the licenses we recovered. Zero Downtime™ expires as soon as it is used. If you want coverage on a replacement iLok, you need to buy it separately.
Zero Downtime™ can be purchased for US$30 per iLok per year. If you are in an emergency, you can buy ZDT while requesting a RMA for an additional fee of US$100. Note that temporary licenses cannot be generated for all products. A detailed description of ZDT can be read in the iLok.com Terms of Use. Also, please read the rest of this section of the FAQ.
Zero Downtime™ can be purchased for US$30 per iLok per year. If you are in an emergency, you can buy ZDT while requesting a RMA for an additional fee of US$100. Note that temporary licenses cannot be generated for all products. A detailed description of ZDT can be read in the iLok.com Terms of Use. Also, please read the rest of this section of the FAQ.
Why do I have to pay extra to use my ZDT coverage during the first week after I bought it?
ZDT is precautionary service. If you decide to buy it only after you know you have a problem, there is an extra fee of US$100.
What are the disadvantages of buying a replacement iLok locally if mine fails?
Generally, a new iLok bought from your local dealer is blank, and the dealer has no way to transfer your licenses from the old iLok to the new one. A replacement iLok is included in the RMA License Recovery and Replacement process, and if your broken iLok is not under warranty, the fee for the license recovery and replacement service will apply regardless of whether you decline the replacement iLok or not.
There are times when this disadvantage is not relevant, and buying from your dealer may be your best choice:
There are times when this disadvantage is not relevant, and buying from your dealer may be your best choice:
- The dealer stocks iLoks preprogrammed identically to the one that failed.
- You need a blank iLok to download the temporary licenses created by Zero Downtime™ (ZDT).
- The faulty iLok is still useable and you can move your licenses to the new iLok.
- Your iLok has been lost/stolen.
I've damaged the USB connector, but I can still get the light to come on. Should I still submit an RMA?
In the case where the iLok is still partially functional, you may be able to use the Move Licenses utility to move your licenses to another iLok. If the connection is not reliable, try moving the licenses one by one. Note that not all products can be moved between iLoks. If you are unable to move all licenses to a working iLok, you will need to submit the iLok for the RMA License Recovery and Replacement process.
I believe that my damaged iLok is blank. Why should I submit an RMA?
You don't have to, but the Return Merchandise Authorization (RMA) process includes an analysis of the iLok to verify what licenses are on it. Any recovered licenses will be replaced in your iLok.com account. If the iLok is under warranty, the RMA is free.
iLok.com lists the licenses that are on my faulty iLok; why can't I just download them to a new blank iLok?
ilok.com stores only a list of product names; the actual licenses are on the iLok itself. We are authorized by the software publishers to supply permanent replacement licenses only after we recover your licenses from the faulty iLok. Read about the Zero Downtime™ program for a process that is similar to what you may be suggesting.
I'm keeping a spare iLok in case I need to use Zero Downtime (ZDT). Does it need to be completely blank?
No. We recommend that it be kept at least nearly empty for convenience, but any iLok in your account can be used to hold the temporary licenses. As with any other license download, the temporary licenses should be put onto an iLok that does not already contain a full license for that product.
Can I keep just one spare iLok for Zero Downtime (ZDT) for my whole studio?
If all of your iLoks share the same ilok.com account, you can keep just one spare.
If you use more than one account, a new, blank iLok can be kept unregistered to any account to be used in a ZDT emergency. Remember that an iLok that contains licenses and is outside of the removal grace period will be permanently locked to the next account it is registered to, so this strategy needs careful management. Read the FAQ entry "How do I remove an iLok from my account?" for more details.
If you use more than one account, a new, blank iLok can be kept unregistered to any account to be used in a ZDT emergency. Remember that an iLok that contains licenses and is outside of the removal grace period will be permanently locked to the next account it is registered to, so this strategy needs careful management. Read the FAQ entry "How do I remove an iLok from my account?" for more details.
I use my iLoks while on the road. Are there any precautions I can take to prevent iLok-related emergencies?
Yes. Purchase Zero Downtime™ (ZDT) coverage, or budget to pay the $100 Expediency fee if you need ZDT immediately. For ZDT to be effective, you should carry a spare iLok.
Also, pay attention to physical risks - use a Dongle Buddy™ to help prevent accidental damage, and security cables to guard against theft. Please read the FAQ entitled "How do I prevent someone from stealing my iLok?"
Also, pay attention to physical risks - use a Dongle Buddy™ to help prevent accidental damage, and security cables to guard against theft. Please read the FAQ entitled "How do I prevent someone from stealing my iLok?"
I used Zero Downtime (ZDT). Why is my replacement iLok not covered by ZDT?
Zero Downtime™ (ZDT) is the privilege of receiving temporary licenses in your iLok.com account as part of the Return Merchandise Authorization (RMA) process. Zero Downtime™ expires as soon as it is used. If you want coverage on the replacement iLok, you need to buy it separately.
My iLok has been lost (or stolen). What should I do?
First, be sure that you cannot find the iLok. Reporting an iLok as Lost or Stolen is irreversible. If the iLok cannot be found, start the Return Merchandise Authorization (RMA) process. Under "Step 1 - What Happened?" pick "Lost" or "Stolen" from the drop list. Read the rest of the information as you go through the RMA process. If you have ZDT coverage (or purchase it now), you will receive temporary licenses. However, because we cannot recover your licenses from the iLok, we cannot provide you with replacement licenses. You must contact the software publishers directly and work with them to receive replacement licenses. If your iLok was registered to your account, we automatically notify the software publishers that the iLok has been reported to us as being lost/stolen.
I submitted an RMA request saying that my iLok was lost/stolen. What happens now?
A new blank iLok can be bought from a local dealer or from ilok.com. Replacement licenses will need to be obtained from the software publishers. (See previous question.) No further action is taken from ilok.com other than the depositing of temporary licenses to your account if you had Zero Downtime™ (ZDT) coverage.
I reported my iLok lost/stolen, but now I've found it. What should I do?
This depends on the current state of your iLok. Please use the support Guided Help, choosing the "Broken, Lost, or Stolen iLok" category which will lead you to the correct solution.
What is the Warranty period for an iLok?
- The iLok is warranted to be free of defects for a period of one year.
- If your iLok is under warranty, PACE will replace it free of charge.
- If your iLok is physically damaged, any warranty is void.
My iLok has failed during the warranty period. Should I return the iLok to my dealer or to ilok.com?
All license recovery and replacements should be done through iLok.com. This keeps your records up to date and allows the software publishers to be notified that your licenses were replaced. Please submit a Return Merchandise Authorization (RMA) on the iLok ZDT/RMA page.
How do I know if my iLok needs to be replaced?
Your iLok may need to be replaced if any of the following are true.
If the light is on and you are not sure if your problem is caused by the iLok itself, here are a few other things to try before submitting a Return Merchandise Authorization (RMA):
- The iLok's light is off when plugged into a known working USB port. Note that some non-powered USB hubs can be problematic. If you are using a hub, make sure it's powered.
- The light is on, but iLok.com indicates that the iLok is not inserted when you try to view and use the Update button.
- The USB connector is loose, detached, or the case is visibly cracked.
If the light is on and you are not sure if your problem is caused by the iLok itself, here are a few other things to try before submitting a Return Merchandise Authorization (RMA):
- Close down all other programs (except your browser and ilok.com), and click "Update" (left menu).
- Run a program that should be authorized using this iLok. If the program runs, the iLok is probably OK.
- Try accessing ilok.com from a different computer to see if the iLok can be recognized there.
Errors and error messages
What do I do when downloading a pending license, or moving or transferring a license fails?
If a problem occurs during an iLok operation, you will be prompted to retry the task you were trying to perform. If the problem is not alleviated after a few retries, you will be asked to start a support incident. Please note that the iLoks involved with the failed operation may become "locked". The iLok is still useable to authorize your software, but you will not be able to perform any iLok.com operations until iLok.com Technical Support releases the iLoks.
If you are not asked to retry the operation, please perform an Update. If the behavior is not alleviated then please use support Guided Help, choosing the My Licenses and Codes category to submit a support ticket.
If you are not asked to retry the operation, please perform an Update. If the behavior is not alleviated then please use support Guided Help, choosing the My Licenses and Codes category to submit a support ticket.
Why does iLok.com insist that there is no iLok inserted when I click the Update button?
If you are in the middle of authorizing a piece of software, there is a dialog that can cause a conflict with iLok.com. Please quit the application that you are attempting to authorize. After you have downloaded the appropriate license from iLok.com, you can then relaunch the software and continue through the authorization process.
It is also possible that there may be a problem with your iLok. If the above does not help then please start the RMA process.
It is also possible that there may be a problem with your iLok. If the above does not help then please start the RMA process.
Why is iLok.com giving me server errors?
If you see errors from iLok.com like "No Instance available" or "The requested application was not found on this server", then it's possible that the server is down for maintenance. This should not happen very often. If it does, you should try to sign in later.
Why do I keep getting error '14051' when I click the Update button?
If you are in the middle of authorizing a piece of software, there is a dialog that can cause a conflict with iLok.com. Please quit the application that you are attempting to authorize. After you have downloaded the appropriate license from iLok.com, you can then relaunch the software and continue through the authorization process.
Why do I get an "unexpected authorization error 411" or "invalid server request" error when I try to use iLok.com?
If you are unable to connect to iLok.com or get it to perform any iLok related operations (like "Update"), it's possible that your machine is behind a proxy server and/or firewall. There is a known issue with some firewalls and proxy servers that we are currently looking into. In the meantime, we recommend that you use iLok.com with another system that is not on your firewall and/or using a proxy server.
My protected software is failing to launch, or I'm seeing "An application has stopped working" when trying to launch my protected software or use iLok.com on Windows. What can I do?
Please see if the behavior persists with Data Execution Prevention set to its default value.
To change the Data Execution Prevention (DEP) settings for Vista or Windows 7:
To change the Data Execution Prevention (DEP) settings for Windows XP:
To change the Data Execution Prevention (DEP) settings for Vista or Windows 7:
- Open the system properties (from Control Panel, or Start->right-click on Computer->Properties)
- Click the "Advanced System Settings" link in the left sidebar.
- Select the "Advanced" tab
- In the "Performance" region select "Settings"
- Click the "Data Execution Prevention" tab in the Performance Settings box
- Select "Turn on DEP for essential Windows programs and services only"
- Click "OK" twice.
- Reboot your computer.
To change the Data Execution Prevention (DEP) settings for Windows XP:
- Click "Start"
- Click "Control Panel
- Click "Performance and Maintenance"
- Click "System"
- Click the "Advanced" tab
- In the "Performance" region click "Settings"
- Click the "Data Execution Prevention" tab in the Performance Settings box
- Select "Turn on DEP for essential Windows programs and services only"
- Click "OK" twice.
- Reboot your computer.
While launching an application, I'm getting errors saying that my iLok is full. What should I do?
First verify whether it is full, see "How many licenses can an iLok hold?".
If your iLok is full and you need additional licenses, you'll need another iLok. Please see "Where can I buy an iLok?".
If you are getting an error even though the "Total License Slots Used" field shows less than 118:
- plug in your iLok and click the Update button in the left panel on iLok.com, then try again.
- if possible, move some licenses off to another iLok
- if you are seeing dialogs about products for which you know that you do not have a license on your iLok, click the Quit or Cancel button, do not click Try or Buy.
- if available in your application, choose the option to move unused plugins to the Unused Plugins folder.
- plug in another iLok that does have empty slots on it and click 'Update' prior to launching your application.
iLok.com server issues
Why can't I bookmark some pages on iLok.com?
Some pages on iLok.com are dynamically generated by our server using data from your account and the choices you've made while browsing. Each time you sign in, you get a unique session. If you try to bookmark one of these pages from the site, it will be inaccessible once you sign out or your session times out.
Why can't I connect to iLok.com?
If you are unable to connect to iLok.com or get it to perform any iLok related operations (like Update), it's possible that your machine is behind a proxy server and/or firewall. There is a known issue with some firewalls and proxy servers that we are currently looking into. In the meantime, we recommend that you use iLok.com with another system that is not on your firewall and/or using a proxy server.
Why can't I download or run the iLok client installer?
If your browser is correctly configured and you have a reliable connection to the Internet, you should be able to download and install the iLok.com client software. If you cannot download the software, or if after downloading it the installer does not launch, please contact the browser software manufacturer or your Internet Service Provider. We cannot help you with browser settings problems or ISP reliability issues.
