My software is indicating the a license cannot be found on the attached iLok.
If you do not have a license for the software, please contact the software publisher to obtain a license for their product.
If you do have the correct license on your working iLok and it is not authorizing the associated protected software, the problem could be with the iLok software, or the protected software.
Please download and install the latest iLok Software from the Download page, reboot, and try again. If you still get this message, please contact the software publisher of your protected software for assistance.
My iLok is no longer authorizing the software even though the correct license is there.
If your iLok is no longer authorizing your software, the problem could be with the iLok software, the protected software, or the iLok.
Rule out iLok Software:
Download and install the latest iLok Software, reboot, and login to your iLok.com account. If your iLok appears in the Found iLoks list, it should now work to authorize your iLok-protected software.
Rule out iLok 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 if 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
Rule out protected software:
If you've ruled out the iLok Software and the iLok hardware, please contact the publisher of your iLok-protected software for assistance. The software publisher is the only one qualified to provide technical support for their product.
Issue not resolved? Click "Continue" to start a support ticket.
Continue
How do I see what licenses are available for me to download to my iLok?
When you are signed in to your iLok.com account, you can see what licenses are available for download by clicking on 'Manage Licenses > Download Licenses'
If you've purchased a license and it is not showing up for download, please contact the software publisher regarding your license purchase.
If you think the license may already have been downloaded to an iLok or accidentally deleted, you can check your Account History for recent activity. A list of all licenses currently on your iLoks can also be viewed from the 'Manage Licenses > iLoks & Licenses' page by clicking on 'My Licenses'.
I had new licenses deposited in the wrong iLok.com account. What do I do now?
If a pending license has been placed in the wrong iLok.com account, you will need to contact the software publisher for assistance. They are the only ones that can recall the deposit and place the license in the correct account.
Understand that the software publishers are the only ones capable of licensing and distributing their products. PACE merely builds the infrastructure for the software publishers to distribute their products in the way that is consistent with their licensing terms.
Related Topics (FAQ)
How do I surrender a license?
Some new licenses require the surrender of a license you already own. It's 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 license to your iLok and then have only this iLok plugged in while you download the new license. The surrender of the required license is done automatically by the computer during the download of the new license.
Related Topics (FAQ)
I'm getting a message saying my iLok is full.
This message indicates that there is not enough space on the iLok for the operation you are trying to do. Additional iLoks may be purchased from the iLok.com store or from many local retailers carrying pro-audio merchandise.
Related Topics (FAQ)
I was downloading a license to my iLok and it failed to complete.
This operation is automatically provided with 3 retry opportunities in an automated Recovery Process. If you have not used all three of your retry opportunities, please do so. If the operation fails to complete after using all of them, please click "Continue" to submit a support request.
Issue not resolved? Click "Continue" to start a support ticket.
Continue
Related Topics (FAQ)
Requirements for the Move Licenses utility
Do both iLoks need to be attached to the same computer?
The Move Licenses utility requires that both the source and destination iLoks be connected to the same computer.
Do both iLoks need to be working?
Both iLoks need to be in working order to use the Move Licenses utility. If the iLok that contains the license to be moved is not in working order, the license(s) can be recovered and replaced through the RMA License Recovery & Replacement process.
Related Topics (FAQ)
I was moving a license between my iLoks and it failed to complete.
This operation is automatically provided with 3 retry opportunities in an automated Recovery Process. If you have not used all three of your retry opportunities, please do so. If the operation fails to complete after using all of them, please click "Continue" to submit a support request.
Issue not resolved? Click "Continue" to start a support ticket.
Continue
Related Topics (FAQ)
What do I need to have to transfer a license to different account?
The Transfer Licenses utility requires that you have the following:
- the iLok that contains the licenses to be transferred
- the User ID of the account to which the licenses are to be transferred
License transfers are irreversible so be absolutely positive that you have the correct iLok.com account User ID.
Issue not resolved? Click "Continue" to start a support ticket.
Continue
Related Topics (FAQ)
Does the license transfer fee apply to each license transferred? Even for bundles?
The license transfer fee is per license, or if you are transferring a license bundle, there is a bundle fee that covers all licenses within that bundle. Some software companies use the term "bundle" for marketing purposes but define their licenses separately (non-bundled) on iLok.com. On iLok.com, a bundle is a group of licenses that must always stay together on the same iLok. If a license is able to be moved or transferred individually, it is not part of an iLok.com bundle.
If you need to transfer a large number of licenses, see the 'Guided Help > My Account' page for information on Account Consolidation.
Related Topics (FAQ)
I want to transfer a license that requires an approval. Who does this approval?
Some software publishers require their approval prior to a License Transfer for a license for their products being processed.
Only the software publisher can provide the approval. We cannot do the approval or reverse your License Transfer request.
You can check on the status of a pending request by signing in. Any pending approvals will be displayed toward the top of the 'Manage Licenses > iLoks & Licenses' page. The name of the software publisher can also be found there.
Related Topics (FAQ)
Transferring large numbers of licenses
Depending on the licenses involved, you may be able to transfer licenses at a reduced rate.
- If the licenses are all part of one License Bundle, you will be paying only one license transfer fee for the entire bundle.
- If the licenses are not part of a License Bundle, you may be able to reassign a new iLok containing all of the licenses to be transferred to the new account. See Guided Help: My Account for Account Consolidation information.
I was transferring a license to another user and it failed to complete.
This operation is automatically provided with 3 retry opportunities in an automated Recovery Process. If you have not used all three of your retry opportunities, please do so. If the operation fails to complete after using all of them, please click "Continue" to submit a support request.
Please note that if the license transfer required the approval of the software publisher, the transfer will not complete until that company approves the transfer. You can check the status of any pending approval requests by signing in to your account and going to the 'Manage Licenses > iLoks & Licenses' page.
Issue not resolved? Click "Continue" to start a support ticket.
Continue
I can't find my License Code.
A License Code is a special code used to deliver an iLok license to your iLok.com account. You may have received this code from a software company via an email, in a retail package, or in a print ad. The code can be redeemed for your license on the Redeem License Code page.
If you cannot find your License Code, please contact the software company for assistance. They are the only ones who can replace the code for you.
A License Code is not the same thing as your software registration code or number. iLok.com does not handle the registration of your software, this is done through the software company directly. We do not collect or store software registration information.
I redeemed a license code to the wrong iLok.com account. What do I do now?
If a license code has been redeemed to the wrong iLok.com account, you will need to contact the software publisher for assistance. They are the only ones that can recall the license and place it in the correct account.
Understand that the software publishers are the only ones capable of licensing and distributing their products. PACE merely builds the infrastructure for the software publishers to distribute their products in the way that is consistent with their licensing terms.
