4. iLok USB & License Manager Issues
What do I need to install to use my iLok?
Your iLok holds licenses that authorize the associated iLok-protected software to run.
To manage your iLok with the iLok License Manager application: install the iLok License Manager application from the Download page.
To use your iLok: The License Support software and your iLok-protected software must be installed. Most protected software automatically installs the driver along with the software, but the latest iLok driver is included in the iLok License Manager installer and can always be downloaded from the Download page.
iLok not recognized by system or software
If your iLok is not being recognized, the problem could be with the iLok, the iLok software, or the protected software.
Rule out iLok Software:
If the iLok lights up, but does not appear as connected in the iLok License Manager application, download and install the latest version of the iLok License Manager. Be sure to uninstall prior to doing a clean install. If your iLok appears as connected in the list, it should now work to authorize your iLok-protected software. If it does not, open the iLok Details and click on the Synchronize link.
Rule out network/internet connection:
If the steps above do not resolve this issue, please 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 Submit RMA process.
LICENSES & CODES authorising, transferring, etc. explained here >> |
Broken iLoks
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 (PACE Anti-Piracy Inc., USA) 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 registered iLok is not already covered.
Lost iLoks
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 a Return Merchandise Authorization (RMA) report for the iLok. 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.
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, 2-week temporary licenses are immediately deposited in your account for all eligible licenses last seen on the iLok by the iLok servers.
For a broken iLok RMA, we are authorized by the software publishers to provide permanent replacement licenses for those 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, if your iLok has Theft & Loss Coverage enabled, we replace your licenses. If the Lost/Stolen iLok did not have Theft & Loss Coverage, we are not authorized by the software companies to do the permanent license replacements. You would need to contact the software companies directly regarding getting 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.
Stolen iLoks
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.
If your iLok did not have Theft & Loss Coverage enabled:
You will need to seek replacement licenses from the individual software publishers directly. 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.
If your iLok did have Theft & Loss Coverage enabled:
Good news! We are able to provide replacement licenses for the licenses last seen on the iLok by our server. Once the Lost/Stolen iLok License Replacement RMA order is placed, our RMA technicians will be able to process your order and deposit replacement licenses in your account.
Please note this is a manual process – although the turnaround time is generally very quick, please allow up to 2-3 business days.
If you are certain you cannot find your iLok, please use the Submit RMA button to proceed to the RMA submission page.
Inputs: ilok.com