iLok.com Frequently Asked Questions
Click here for a Japanese translation of this page.
General questions
What is an iLok?What is iLok.com?
Why didn't I get a confirmation e-mail from iLok.com?
What does an iLok.com account cost?
Where can I buy an iLok?
Which software publishers currently provide iLok-enabled products?
What companies are planning to support iLok?
What do I do when downloading a pending license or transferring a license fails?
Why do I keep getting the "Client Helper Application has stopped communicating with the server. Please try again." error?
On Leopard, I get a message saying “software extensions are missing” but have already installed the latest extensions. What do I do?
Why does the iLok Driver Installer hang at the end of the installation process?
System requirements
What platforms support iLok.com?What web browser can I use?
What if my main machine is not connected to the Internet?
What if I'm out of USB ports on my computer?
How can I use an iLok if my computer doesn't have USB?
Can I use iLok.com on my Intel-based Macintosh?
Can I use iLok.com with Vista?
How do I tell if I'm on 32-bit or 64-bit Windows?
I'm on Vista -- why is Firefox is not staying as the default browser?
What do I need to do to use the new Client Helper?
Authorizing software
How do I authorize software with an iLok?What if my iLok doesn't have the license I need for my software?
How do I authorize my iLok-enabled software if I don't have an iLok?
Can I transfer authorizations from key diskettes or challenge/response to my iLok?
A license that I have received is going to expire before I expected. What gives?
Managing your iLoks and licenses
How do I register my iLok to my account?How do I see what licenses are on my iLok?
There is a license on my iLok that I don't recognize, what's the deal?
How can I minimize downtime in case my iLok breaks or is lost?
How do I move licenses between my iLoks?
Can I copy my licenses to another iLok (not move them)?
How do I transfer licenses to another user?
I'm being asked to surrender a license. What does this mean?
What is a bundle?
What does "Queued" mean?
I have a bunch of iLoks. How do I tell them apart?
How do I remove an iLok from my account?
I have an iLok but the original user has left the company. What should I do?
How do I delete demo or trial licenses from my iLok?
What's an "Asset"?
iLok smart key issues
Why doesn't my iLok work?What can I do when I've password protected my iLok, but have forgotten the password?
How do I prevent someone from stealing my iLok?
What does RMA mean?
What is the Zero Downtime program?
Why do I have to pay extra to use my ZDT coverage during the first week after I bought it?
What are the disadvantages of buying a replacement iLok locally if mine fails?
I've damaged the USB connector, but I can still get the light to come on. Should I still submit an RMA?
I believe that my damaged iLok is blank. Why should I submit an RMA?
iLok.com lists the licenses that are on my faulty iLok; why can't I just download them to a new blank iLok?
I'm keeping a spare iLok in case I need to use Zero Downtime (ZDT). Does it need to be completely blank?
Can I keep just one spare iLok for Zero Downtime (ZDT) for my whole studio?
I use my iLoks while on the road. Are there any precautions I can take to prevent iLok-related emergencies?
I used Zero Downtime (ZDT). Why is my replacement iLok not covered by ZDT?
My iLok has been lost (or stolen). What should I do?
I submitted an RMA request saying that my iLok was lost/stolen. What happens now?
I reported my iLok lost/stolen, but now I've found it. What should I do?
What is the Warranty period for an iLok?
My iLok has failed during the warranty period. Should I return the iLok to my dealer or to ilok.com?
How do I know if my iLok needs to be replaced?
iLok.com server issues
Why does iLok.com insist that there is no iLok inserted when I try to synchronize?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?
How do I change my account name or user ID on iLok.com?
What can I do if I forget my iLok.com User ID or password?
Why can't I bookmark pages on iLok.com?
Why does my browser pop up multiple windows or tabs every time I try to use iLok.com?
Why can't I connect to iLok.com?
Why is iLok.com giving me server errors?
I synchronize my iLok, and it stops at the 'One Moment Please' page. What gives?
Why can't I download or run the iLok client installer?
Why do I keep getting error '14051' when I try to synchronize my iLok?
Why do I get an "unexpected authorization error 411" or "invalid server request" error when I try to use iLok.com?
General questions
What is an iLok?
The iLok is a USB smart key that contains licenses for participating protected software products. A single iLok can store over 100 separate licenses. You can have licenses from multiple software vendors 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. iLok is portable, convenient and hassle free. Click here for more details.
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, register your licenses, move your licenses between iLoks, and receive new licenses from participating software publishers. Click here for more details.
Why didn't I get a confirmation e-mail from iLok.com?
When you confirm your account or purchase something from us, you should receive a confirmation e-mail from our server. If you do not receive a confirmation e-mail, the first thing to check is your e-mail address in your account profile. If the e-mail address is wrong, you need to change it. During this process your e-mail address will be confirmed by sending you an e-mail.
If you are sure that you have the right e-mail address, then please check to make sure that the e-mail has not been blocked by a junk mail filter. E-mails from our server will always have a sender e-mail address that ends in the ilok.com domain.
Note that if you are using an Earthlink e-mail account, it is very likely that your SpamBlocker settings will delay or prevent you from receiving e-mails from our server. It's a good idea to change your SpamBlocker settings to always allow the iLok.com domain. Please check with Earthlink for details.
If you are sure that your filters are not blocking your e-mail, then please let us know via the Website Feedback link (it is located at the bottom of each page on iLok.com).
What does an iLok.com account cost?
You can set up an iLok.com account for free. With your free account, you can synchronize your iLoks with our server, view the contents of your iLoks, download new licenses received from software publishers, and transfer licenses between your iLoks. If you have not set up your account yet, click here for a quick start guide.
Fees will be applied for certain other optional services, including Zero Downtime, transferring licenses to other users, or returning your iLok for repair.
Fees will be applied for certain other optional services, including Zero Downtime, transferring licenses to other users, or returning your iLok for repair.
Where can I buy an iLok?
To purchase online go to the iLok.com web store. Pricing and availability are subject to change without notice.
In addition, the iLok is available anywhere Digidesign products are sold as well as many other Pro Audio product dealers. 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 anywhere Digidesign products are sold as well as many other Pro Audio product dealers. 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 vendors who support iLok. Also, you can look for the 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 do I do when downloading a pending license or transferring a license fails?
If a problem occurs during an iLok operation, you will be asked 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 a synchronize. If the behavior is not alleviated then please start a support incident.
If you are not asked to retry the operation, please perform a synchronize. If the behavior is not alleviated then please start a support incident.
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 such circumstance is that you need to update the iLok.com software on your computer. To go to the software download page, Click Here.
Another such 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. We are trying to gather a list of firewalls and/or proxy servers that may be causing this issue. If you wish to aid us in this matter, please start a support incident and provide us with what firewall and/or proxy server you are using.
Another such 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:
One such circumstance is that you need to update the iLok.com software on your computer. To go to the software download page, Click Here.
Another such 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. We are trying to gather a list of firewalls and/or proxy servers that may be causing this issue. If you wish to aid us in this matter, please start a support incident and provide us with what firewall and/or proxy server you are using.
Another such 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: 1. In Safari preferences, click 'Security' in the toolbar, and make sure that 'Enable plug-ins' is checked.
- Internet Explorer for Mac OS: In Explorer preferences, open the 'Web Content' options under 'Web Browser', and make sure that 'Enable plug-ins' is checked under 'Active Content'.
- 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'.
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 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.
Try disabling your Internet connection (be it by unplugging the Ethernet cable
or disabling a wireless connection) temporarily and then try running the
driver installer again.
Once installed, the Internet connection can be restored.
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 or Vista.
What web browser can I use?
iLok.com is compatible with most web browsers. For Macintosh users, we recommend Safari or Firefox. For Windows users, we recommend Firefox or Internet Explorer 6.0 or greater. If the browser you are using does not seem to work, please use one of the above recommended browsers.
What if my main machine is not connected to the Internet?
To use iLok.com, you must have access to a machine that is on the Internet. If your main machine is not Internet enabled, then simply unplug your iLok, bring it to an Internet enabled machine, log onto iLok.com, configure your iLok with the licenses you need, then bring the iLok back to your main machine.
What if I'm out of USB ports on my computer?
If all of your USB ports are used, you will need to purchase a powered USB hub. Note that we highly recommend that you use powered rather than non-powered hubs.
How can I use an iLok if my computer doesn't have USB?
To use iLok on a machine that does not have built in USB ports, you will need to add a USB upgrade card to your computer. These cards are inexpensive and readily available. If you have a PCI expansion chassis, you can generally add the USB card to a slot in the expansion chassis with no problem.
Can I use iLok.com on my Intel-based Macintosh?
The new version of the iLok.com Client Helper now 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 clicking ‘Help’ followed by ‘Downloads’. Please be sure that the correct platform is selected in the list box before downloading.
Can I use iLok.com with Vista?
Yes, you can. You will need to download and install the Vista drivers from here, and then install the Client Helper (from iLok.com's Help > Downloads). Reboot, and you will be able to log on to iLok.com, and manage your licenses and iLoks.
[Note: a Client Helper that includes the drivers as well is currently underway, and should be available shortly.]
[Note: a Client Helper that includes the drivers as well is currently underway, and should be available shortly.]
How do I tell if I'm on 32-bit or 64-bit Windows?
Your install disks will usually tell you if you're on 64-bit. But if you do not have ready access to them, or they do not help, you can do the following:
Right-click on "My Computer", and select "Properties". (In Vista, this may be listed just as "Computer", but you can follow the same process.) The "General" tab will list your System details, starting with the operating system type and version. Vista will be listed as either 32-bit or 64-bit. If it is XP but does not specify what kind, it is 32-bit. 64-bit XP will list itself as such. And of course, anything pre-XP is 32-bit.
Right-click on "My Computer", and select "Properties". (In Vista, this may be listed just as "Computer", but you can follow the same process.) The "General" tab will list your System details, starting with the operating system type and version. Vista will be listed as either 32-bit or 64-bit. If it is XP but does not specify what kind, it is 32-bit. 64-bit XP will list itself as such. And of course, anything pre-XP is 32-bit.
I'm on Vista -- why is Firefox is not staying as the default browser?
Vista has a known issue with not retaining Firefox as the default browser. Mozilla will be addressing this in an upcoming build of Firefox, currently listed as 2.0.0.2. Once this build is released, we would recommend downloading it if you wish to operate exclusively on Firefox.
If working on Internet Explorer is acceptable to you, then you can use iLok.com currently.
If working on Internet Explorer is acceptable to you, then you can use iLok.com currently.
What do I need to do to use the new Client Helper?
The big change between the previous Client Helper and the current one is the inclusion of plugins. If you've downloaded and run the Client Helper installer, it's installed the appropriate plugins for you. (The Client Helper, and its plugins, are supported on Safari, Internet Explorer 6 and 7, and Firefox.)
The Client Helper is set to work with your browser's default security settings, so you will most likely not have to make any changes to use it. The one exception is just in the case of Internet Explorer -- you will be advised, via a bar at the top of the page, that the site is attempting to run an ActiveX control (the plugin). Right-click the bar, select "Run ActiveX control", and you should be good to go.
Authorizing 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, 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 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 vendor can have a different expiration date from the license itself. For example, a vendor can specify a "use by" date that may be earlier than the actual expiration of the license.
The best way to tell when a license will expire is to download it within the period specified in the "Download Licenses" page, and then look at the license on the iLok in the "View iLoks" page. If after downloading there is any question regarding the expiration date of your license, please check with the software vendor.
The best way to tell when a license will expire is to download it within the period specified in the "Download Licenses" page, and then look at the license on the iLok in the "View iLoks" page. If after downloading there is any question regarding the expiration date of your license, please check with the software vendor.
Managing your iLoks and licenses
How do I register my iLok to my account?
To register your iLok to your account, you must plug the iLok into your computer, log into your iLok.com account, go to the View iLoks page and press the "Synchronize" button. Once synchronized, your iLok will be automatically registered to your account.
During the synchronizing process, we will lock the licenses 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 from removing them without your knowledge.
Also, by locking the licenses we can be assured of the state of your iLok at the time it's synchronized. That allows us to provide you with the option of receiving temporary authorizations in case of emergency, such as if your iLok breaks.
During the synchronizing process, we will lock the licenses 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 from removing them without your knowledge.
Also, by locking the licenses we can be assured of the state of your iLok at the time it's synchronized. That allows us to provide you with the option of receiving temporary authorizations in case of emergency, such as if your iLok breaks.
How do I see what licenses are on my iLok?
Before you can view the contents of your iLok you first need to synchronize it with our server. Once synchronized, you can view the contents of your iLok by clicking on the disclosure triangle to the left of your iLok name. If you want more details regarding your iLok and licenses (including the iLok serial number), click the info button to the right of your iLok name.
There is a license on my iLok that I don't recognize, what's the deal?
Please contact the software company listed in the Company field for that license. They will be able to help you.
How can I minimize downtime in case my iLok breaks or is lost?
With this version of iLok.com, you can protect your synchronized iLoks under our Zero Downtime coverage. With Zero Downtime, you will be able to automatically receive temporary licenses for any covered iLok in case of emergency. Click here for more details.
How do I move licenses between my iLoks?
To move licenses between your iLoks, go to this page, select the "Move licenses between iLoks in my account" option, and follow the instructions. We will walk you through the process. Note that you can only move authorizations between iLoks synchronized to your own account.
Please note that for both technical and business reasons, some vendors have chosen not to enable this feature.
Please note that for both technical and business reasons, some vendors have chosen not to enable this feature.
Can I copy my licenses to another iLok (not move them)?
You cannot duplicate licenses. Most software companies 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 company 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 another user?
To transfer licenses to another user, go to this page and follow the instructions. Note that a fee will be charged for transferring licenses to other users. NFR (Not For Resale) and Trial licenses are not eligible for transfer.
Also note that for technical and business reasons, some vendors have not enabled this feature.
Also note that for technical and business reasons, some vendors 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. 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.
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.
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. 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 vendor 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 vendor 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.
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 disclosure triangle to the left of your iLok in the View iLoks list as needed to open the list of licenses on your iLok, then click the "Edit" link on the right hand side. Alternatively you can click on the info button to the right of the iLok in the list, then press the "Edit" button in the "iLok Details" page for the iLok.
From this "Edit iLok Information" page you can change your iLok name and description. Note that you can edit a synchronized iLok's name and description without having the iLok plugged into your computer.
When your iLoks are plugged in, you can press the "Identify" or "Synchronize" button from the View iLoks page and your inserted iLoks will show up with a green light under the "Inserted" column.
To physically tell iLoks apart when you are not logged into iLok.com, you should consider labeling or tagging your iLoks.
From this "Edit iLok Information" page you can change your iLok name and description. Note that you can edit a synchronized iLok's name and description without having the iLok plugged into your computer.
When your iLoks are plugged in, you can press the "Identify" or "Synchronize" button from the View iLoks page and your inserted iLoks will show up with a green light under the "Inserted" column.
To physically tell iLoks apart when you are not logged into iLok.com, you should consider labeling or tagging your iLoks.
How do I remove an iLok from my account?
Unless you are within the one-week “grace period” described below, you may only remove iLoks that are either empty or have demo licenses. If you need to empty your iLok, you should transfer its licenses to another iLok or another account. Once the licenses have been transferred, a "Remove" link will appear next to the iLok in your 'iLoks & Licenses > What's on my iLok?' page. Click the link to remove the iLok from your account.
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 no longer available, there is a one week 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 synchronize a new iLok on Monday, its seven day grace period starts, and will end the following Monday. If you remove the iLok, then synchronize it on Tuesday (in any account), the remaining grace period will still be six days. The grace period follows the iLok, and is never reset once it is started.
This feature was designed to help users who accidentally synchronize 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.)
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 no longer available, there is a one week 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 synchronized for the first time since April 22, 2004, its first synchronization date is recorded. We use this date to determine the end of the removal grace period.
- Although removing an iLok disassociates it from that account, its first synchronization date is remembered.
- If an iLok that has been removed is synchronized again (to ANY iLok.com account), the remaining grace period is computed from its first synchronization.
- When the grace period ends, an iLok remains permanently in the account where it was last synchronized.
- If an iLok is not synchronized with any account when the grace period ends, then it will be permanently locked to whichever account it is synchronized to next.
- Note that Zero Downtime is not available for iLoks which have been removed from the site.
For example, if you synchronize a new iLok on Monday, its seven day grace period starts, and will end the following Monday. If you remove the iLok, then synchronize it on Tuesday (in any account), the remaining grace period will still be six days. The grace period follows the iLok, and is never reset once it is started.
This feature was designed to help users who accidentally synchronize 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.)
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. Studios and work environments should also be sure to manage their iLoks at the corporate level.
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.
What's an "Asset"?
In the first version of iLok.com, licenses sent to your account from software vendors were called Assets. For the current version of iLok.com, Assets are now called Pending Licenses. You can see your pending licenses by clicking on Download Licenses under the "Manage" tab. You have to be logged in to your account in order to access your pending licenses.
iLok smart key issues
Why doesn't my iLok work?
If your iLok is not authorizing your software, or if you cannot see it on iLok.com, it is possible that it may need to be replaced. Please visit the Return Merchandise Authorization (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 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 authorizations. 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 one of the following techniques to reset or remove it:
1. If you are on a Macintosh, we have created a utility program that can be used to change or reset your iLok password. Click here to download the iLok Password Utility installer. Be sure to follow the instructions in the iLok Password Utility as it walks you through the process, in particular, enter the old password with no new password in the password management screen. This utility is not currently available on Windows.
2. 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 as an RMA. To do this, start the RMA process here, and select "Forgotten iLok password" under step 1 when asked to indicate what happened to your iLok.
If you remember your iLok password (or if you think you can guess it), you can use one of the following techniques to reset or remove it:
1. If you are on a Macintosh, we have created a utility program that can be used to change or reset your iLok password. Click here to download the iLok Password Utility installer. Be sure to follow the instructions in the iLok Password Utility as it walks you through the process, in particular, enter the old password with no new password in the password management screen. This utility is not currently available on Windows.
2. 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 as an RMA. To do this, start the RMA process here, and select "Forgotten iLok password" under step 1 when asked to indicate what happened to your iLok.
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. Also, you can optionally protect your iLok with a password. When password protected, iLok will prompt for a password whenever you insert it into a new computer and run protected software or attempt to modify its license contents. This is also a useful feature for situations where an iLok is used in a public location, such as universities or studios.
If an iLok has been password protected, then the user will have to input the password only once for each machine the iLok is used on, and only for the first software product that requires a password protected iLok. Not all companies that implement the iLok support this feature or leave it enabled.
Note: iLoks cannot be used with iLok.com when they have a password enabled. You will need to take the password off the iLok in order to synchronize, identify or use any iLok.com features.
If an iLok has been password protected, then the user will have to input the password only once for each machine the iLok is used on, and only for the first software product that requires a password protected iLok. Not all companies that implement the iLok support this feature or leave it enabled.
Note: iLoks cannot be used with iLok.com when they have a password enabled. You will need to take the password off the iLok in order to synchronize, identify or use any iLok.com features.
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 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 into 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 replacement. After the iLok is received by PACE Anti-Piracy, licenses will be deposited into your iLok.com account correlating to the licenses actually found through analysis. Zero Downtime expires as soon as it is used. If you want coverage on the replacement, you need to buy it separately.
Zero Downtime can be bought 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 Section 4 of the iLok.com Terms of Use. Also, please read the rest of this section of the FAQ.
Zero Downtime can be bought 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 Section 4 of 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.
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.
- 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, and you are able to synchronize it, you may be able to use the iLok-to-iLok transfer process to move licenses to another iLok before submitting the damaged one to ilok.com for RMA. Note that not all products can be moved between iLoks.
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. The replacement iLok will be programmed with any licenses found in that analysis. 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. Read about the Zero Downtime program here 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, one iLok (blank, for convenience) can be kept unsynchronized to any account to be used in a ZDT emergency. Remember that the iLok will be permanently locked to the next account that sees it, so this strategy needs careful management. Read the FAQ entitled "How do I remove an iLok from my account?"
If you use more than one account, one iLok (blank, for convenience) can be kept unsynchronized to any account to be used in a ZDT emergency. Remember that the iLok will be permanently locked to the next account that sees it, so this strategy needs careful management. Read the FAQ entitled "How do I remove an iLok from my account?"
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 into 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, you need to buy it separately.
My iLok has been lost (or stolen). What should I do?
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 verify the exact contents of your iLok, we cannot provide you with a replacement iLok containing your previous full licenses. You must contact the software vendors and work with them to receive replacement licenses. We can verify to the vendors 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 vendors. (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?
Start a support incident describing the circumstances and what replacement licenses you have already received from the vendors, if any. We'll then decide on the best course of action to close the incident in an expedient fashion.
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.
Note that you may be asked to prove the date you purchased the iLok.
My iLok has failed during the warranty period. Should I return the iLok to my dealer or to ilok.com?
That depends on what licenses are on it. If it still contains only the licenses that were on it when you bought it, ask your dealer if he can replace it. If you have added or removed licenses, it is most likely the dealer cannot help you. You will need to submit a Return Merchandise Authorization (RMA) to ilok.com.
How do I know if my iLok needs to be replaced?
- The iLok's green light is off when plugged into a 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 synchronize.
- The USB connector is loose, detached, or the case is visibly cracked.
If the green light is on and you are not sure if your problem is caused by the iLok itself, here are a few other thing to try before submitting a Return Merchandise Authorization (RMA):
- Close down all other programs, and try Synchronize again.
- 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.
iLok.com server issues
Why does iLok.com insist that there is no iLok inserted when I try to synchronize?
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 click here to 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 click here to start the RMA process.
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 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 log in. If you can log in, your account is successfully confirmed, and there is no need to use the link in the email again.
How do I change my account name or user ID on iLok.com?
To change your account name, log into iLok.com and click on the "Profile" submenu. This will bring you to a page where you can edit your personal information.
Note that you cannot change your user ID. If for some reason you need to change your user ID, you must start a support incident with us explaining what you need to do.
Note that you cannot change your user ID. If for some reason you need to change your user ID, you must start a support incident with us explaining what you need to do.
What can I do if I forget my iLok.com User ID or password?
If you've forgotten your password, you can go through our password recovery process. To do this, click here. As part of the password recovery process, you will be required to enter your User ID and to tell us answers to your security questions.
If you've forgotten your User ID, you can go through our User ID recovery process. To do this, click here. Enter your email address to receive an email there listing your associated User ID(s).
If you cannot remember your User ID or security questions, or if your email address is no longer valid, then you will need to submit a request for help via our Website Feedback link (which is at the bottom of each page, including the login page). Other technical questions should be submitted through the Support Incident link, once you are logged in.
If you've forgotten your User ID, you can go through our User ID recovery process. To do this, click here. Enter your email address to receive an email there listing your associated User ID(s).
If you cannot remember your User ID or security questions, or if your email address is no longer valid, then you will need to submit a request for help via our Website Feedback link (which is at the bottom of each page, including the login page). Other technical questions should be submitted through the Support Incident link, once you are logged in.
Why can't I bookmark pages on iLok.com?
Most of the pages on iLok.com are dynamically generated by our server using data from your account. Each time you log in, you get a unique session. If you try to bookmark a page from the site, it will be inaccessible once you log out or your session times out.
If you wish to add bookmarks to iLok.com please copy the following URL's to common iLok.com pages:
iLok.com log in:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager
View iLoks:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=View
Online Store:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=Store
Zero Downtime enrollment:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=ZDTEnrollmentStep1
Support:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=Support
Frequently Asked Questions:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=FAQPage
RMA:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=RMA
Fun Stuff:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=FunStuff
If you wish to add bookmarks to iLok.com please copy the following URL's to common iLok.com pages:
iLok.com log in:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager
View iLoks:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=View
Online Store:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=Store
Zero Downtime enrollment:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=ZDTEnrollmentStep1
Support:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=Support
Frequently Asked Questions:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=FAQPage
RMA:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=RMA
Fun Stuff:
https://www.ilok.com/cgi-bin/WebObjects/iLokManager.woa/wa/namedPage?page=FunStuff
Why does my browser pop up multiple windows or tabs every time I try to use iLok.com?
Some browsers allow you to specify settings that affect how windows and tabs open. Usually the default browser settings are correct for working with iLok.com. If you have changed your browser settings, then it is possible that iLok.com will open multiple windows or tabs when performing iLok operations, like synchronizing.
To work around this problem under Internet Explorer for Windows, you need to select "Internet Options" from the "Tools" menu. Then click on the "Advanced" tab and check the "Reuse windows for launching shortcuts" checkbox. For Internet Explorer 7, you also need to click the “Settings” button in the“Tabs” tab of the “Internet Options” dialog. Be sure that “the current tab or window” is selected under “Open link from other programs in”.
To work around this issue in Firefox for Windows, click the “Tools” menu followed by “Options”. Be sure “the most recent tab/window” is selected under “Open links from other programs in”.
To work around this problem under Internet Explorer for Windows, you need to select "Internet Options" from the "Tools" menu. Then click on the "Advanced" tab and check the "Reuse windows for launching shortcuts" checkbox. For Internet Explorer 7, you also need to click the “Settings” button in the“Tabs” tab of the “Internet Options” dialog. Be sure that “the current tab or window” is selected under “Open link from other programs in”.
To work around this issue in Firefox for Windows, click the “Tools” menu followed by “Options”. Be sure “the most recent tab/window” is selected under “Open links from other programs in”.
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 synchronize), 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.
We are trying to gather a list of firewall and/or proxy servers that may be causing this issue. If you wish to aid us in this matter, please start a support incident and provide us with what firewall and/or proxy server you are using.
We are trying to gather a list of firewall and/or proxy servers that may be causing this issue. If you wish to aid us in this matter, please start a support incident and provide us with what firewall and/or proxy server you are using.
Why is iLok.com giving me server errors?
If you see errors from like 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 log in later.
I synchronize my iLok, and it stops at the 'One Moment Please' page. What gives?
If you are using a Mac, be sure to close all browser instances when you change the default browser setting. Such a change is not in effect until all browser instances are closed. If you are using Internet Explorer, be sure that the iLok Client Helper is properly installed by downloading the client helper installer, doing an Uninstall, then Easy Install.
If you are using Windows, with multiple instances of IE running, IE can grab one seemingly arbitrarily and continue from there. This would leave the “One Moment Please” window hanging in the background.
If you are using Windows, with multiple instances of IE running, IE can grab one seemingly arbitrarily and continue from there. This would leave the “One Moment Please” window hanging in the background.
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 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.
Why do I keep getting error '14051' when I try to synchronize my iLok?
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 synchronize), 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.
We are trying to gather a list of firewall and/or proxy servers that may be causing this issue. If you wish to aid us in this matter, please start a support incident and provide us with what firewall and/or proxy server you are using.
We are trying to gather a list of firewall and/or proxy servers that may be causing this issue. If you wish to aid us in this matter, please start a support incident and provide us with what firewall and/or proxy server you are using.