I'm having trouble installing the iLok Client Software and iLok Driver.

Please try downloading and installing the latest version of the iLok Driver and the iLok Client Helper from the Download page. If prompted to Modify, Repair or Remove, please choose to Remove, then reboot and do a clean install.

Once installed, make sure to reboot your system so that the latest drivers/extensions may be accessed properly.

Under Windows, when an iLok is plugged into a USB port for the first time, is a Windows hardware install wizard initiated? Normally on a new system, this dialog occurs once per USB port. Clicking through the default settings should configure iLok driver for that port. If anything went wrong with this process, a yellow question mark under Dongle in Device Manager will be displayed. If this behavior occurs, the driver will need to be installed again (Click Control Panel>Performance and maintenance>System>hardware>Device Manager. There's an entry in Device manager called "Dongles", only visible when an ilok is plugged in). Also attempt to "repair" the driver if this option is available via the Device Manager.

If the above information has been attempted and the same behavior occurs, please try connecting your iLok from another Windows or Macintosh system with a different Internet connection. If your iLok shows as a "Found iLok" in iLok.com, you'll know your system has an error.

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

Related Topics (FAQ)

• What platforms support iLok.com?
• What web browser can I use?
• What do I need to do to use the current Client Helper?
• Why does the iLok Driver Installer hang at the end of the installation process?

I'm having problems running the iLok Client Software or the iLok Driver.

Please try downloading and installing the latest version of the iLok Driver and the iLok Client Helper from the Download page. If prompted to Modify, Repair or Remove, please choose to Remove, then reboot and do a clean install.

Once installed, make sure to reboot your system so that the latest drivers/extensions may be accessed properly.

Do you have the software you were trying to authorize sitting open at the authorization dialog? Trying to update an iLok to ilok.com at the same time with dialog open will not work.

Under Windows, when an iLok is plugged into a USB port for the first time, is a Windows hardware install wizard initiated? Normally on a new system, this dialog occurs once per USB port. Clicking through the default settings should configure iLok driver for that port. If anything went wrong with this process, a yellow question mark under Dongle in Device Manager will be displayed. If this behavior occurs, the driver will need to be installed again (Click Control Panel>Performance and maintenance>System>hardware>Device Manager. There's an entry in Device manager called "Dongles", only visible when an ilok is plugged in). Also attempt to "repair" the driver if this option is available via the Device Manager.

If the above information has been attempted and the same behavior occurs, please try connecting your iLok from another Windows or Macintosh system with a different Internet connection. If your iLok shows as a "Found iLok" in iLok.com, you'll know your system has an error.

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

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 on iLok.com: install the iLok Client Software from the Download page.

To use your iLok: the iLok Driver and your iLok-protected software must be installed. Most protected software automatically installs the driver along with the software, but the latest iLok driver 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 in the Found iLoks list, download and install the latest iLok Software, reboot, and try the Update button again. If your iLok appears in the list, it should now work to authorize your iLok-protected software.

Rule out network/internet connection:

If 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 RMA process.

  Submit an RMA  



Does the iLok appear in the Found iLoks list when you sign in to your account? Click Update. If the iLok is in the list, the iLok is fine. If the iLok is not listed, and other iLoks that you've tested in the same USB port appear there, this indicates a problem with the iLok.

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

I am getting an ActiveX error message.

The iLok Client is set to work with your browser's default security settings. With Internet Explorer, a special plugin is used, and depending on your security settings, you may 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.

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

Related Topics (FAQ)

• What do I need to do to use the current Client Helper?

My license download, move or transfer operation 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.

Related Topics (FAQ)

• What do I do when downloading a pending license or transferring a license fails?

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 attempting. Additional iLoks may be purchased from the iLok.com online store.

Related Topics (FAQ)

• Where can I buy an iLok?
• How do I move licenses between my iLoks?
• How do I delete demo or trial licenses from my iLok?

Do I have to do anything before unplugging my iLok?

The iLok can be plugged in or unplugged while your computer is on without doing anything special. Many users choose to leave their iLoks plugged in at all times. We recommend using a USB extension cable like the Dongle Buddy™ to protect your iLok. You can buy Dongle Buddies™ from the iLok.com online store.

How can I protect my iLok from damage or loss/theft?

Because your iLok plugs into a USB port or hub, it is susceptible to damage if it is bumped or bent. We recommend using a USB extension cable like the Dongle Buddy™ to help protect your iLok from accidental damage (buy them here). If you use a USB hub, we recommend a powered hub. Always be sure you're using the proper power supply for your hub to avoid too much power damaging your iLok.

The loop on the iLok can be used with a cable to secure your iLok. Other common methods for securing an iLok in a public environment (studios, universities, etc.) is to use an internal USB connection and lock the iLok inside the computer.

The best option for protecting your software licenses is Zero Downtime™ protection. Zero Downtime™ protection can be used to immediately get temporary licenses if you lose or break your iLok.

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

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

Rule out iLok Software:

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

Rule out network/internet connection:

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

Rule out hardware:

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

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

  Submit an RMA  

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

I'm receiving an error that says my iLok is already registered

An iLok can only be used in the iLok.com account it is registered to. Please check to make sure that you only have iLoks plugged in that are registered to the account you are signed in to.

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

My license download, move or transfer operation failed to complete.

These iLok operations are 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 download 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.

Related Topics (FAQ)

• What do I do when downloading a pending license or transferring a license fails?

How do I register (add) an iLok to my iLok.com account?

Adding an iLok to your account is simple:

1. Connect your unregistered iLok to a USB port and sign in.
2. You'll be asked if you want to add the iLok to your account (agree)
3. If you need to add another iLok, connect it and click "update".

You can customize the name of your new iLok and add licenses to it.

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

Related Topics (FAQ)

• How do I register my iLok to my account?

I'm getting an error message saying my iLok is registered to a different iLok.com account.

An iLok can only be used in the iLok.com account it is registered to. Please check to make sure that you only have iLoks plugged in that are registered to the account you are logged in to.

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

How do I remove an iLok from my iLok.com account?

Detailed information on the removal process, as well as the conditions that make an iLok eligible for removal, are in the FAQ entry "How do I remove an iLok from my account". To remove an eligible iLok:

• Sign in and go to the 'Manage Licenses > iLoks & Licenses' page
• Click the iLok's name, then click the "Remove iLok" button

Only iLoks eligible for removal will have a "Remove iLok" button.

Related Topics (FAQ)

• How do I remove an iLok from my account?
• How do I move licenses between my iLoks?
• How do I transfer licenses to another user?

My iLok's status is "Awaiting Approval for Removal". Who needs to approve this?

Your iLok's status is "Awaiting Approval for Removal" pending the approval of a software company whose product appears on that iLok.

The name of this software company was given to you in the warning that appeared when you clicked on the "Remove" link to remove the iLok. Only this company can provide the approval necessary to clear this state. We cannot do the approval or reverse your request.

Unplug this iLok. If you continue to use iLok.com with this iLok plugged in, you run the risk of re-attaching it to your account after the removal is approved by the software company. If this happens, you'll need to start the removal process all over again.

You can check on the status of your removal request by clicking on "iLoks & Licenses". Any pending approvals will be listed above your iLoks. The name of the company involved can also be found there.

Related Topics (FAQ)

• How do I remove an iLok from my account?

I want to transfer an entire iLok to a different account.

iLok Reassignment: Transferring an entire iLok to a different account

If you wish to transfer an iLok with all of its licenses to a different iLok.com user account for management, the following options are available to you.

The iLok is currently registered to my account:

I still have the iLok:

• You may transfer the licenses to the new owner's account using iLok.com's "Transfer Licenses" feature. The fee for transferring a license to another iLok.com user account is $US25.00 per license. Licenses that a software company has protected as a Bundle are transferred as one license.
• If the iLok is blank, contains demo/trial licenses only, or is still within its one-week grace period it can be removed from an account via the "Remove" button on the iLok's detail page (click on the iLok's name on the "Manage LIcenses > iLoks & Licenses" page). Some of your licenses may require the approval of the software vendor prior to the removal request going through.
• Depending on the limitations on the transference of licenses on the iLok, we can perform an iLok Reassignment which will transfer an entire iLok with all of its licenses from one user account to another. The price to transfer an iLok is $US100.00 and is subject to approval by the registered owner of the iLok.

I no longer have the iLok, the new owner does:

Depending on the limitations on the transference of licenses on the iLok, we can perform an iLok Reassignment which will transfer an entire iLok with all of its licenses from one user account to another. The price to transfer an iLok is $US100.00 and is subject to approval by the registered owner of the iLok.

The iLok is not yet registered to my iLok.com account:

I already have the iLok:

Depending on the limitations on the transference of licenses on the iLok, have us perform a "iLok Transfer: Account Reassignment" which will allow us to transfer an entire iLok with all of its licenses from one user account to another. The price to transfer an iLok is $US100.00 and is subject to approval by the registered owner of the iLok.

I do not have the iLok yet, the current registered owner does:

• The currently registered owner may transfer the licenses to you using iLok.com's "Transfer Licenses" feature. The fee for transferring a license to another iLok.com user account is $US25.00 per license. Licenses that the software company has protected as a Bundle are transferred as one license.
• Depending on the limitations on the transference of licenses on the iLok, have us perform a "iLok Transfer: Account Reassignment" which will allow us to transfer an entire iLok with all of its licenses from one user account to another. The price to transfer an iLok is $US100.00 and is subject to approval by the registered owner of the iLok.

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

Related Topics (FAQ)

• How do I remove an iLok from my account?
• How do I move licenses between my iLoks?
• How do I transfer licenses to another user?

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 developer for assistance. They are the only ones that can recall the deposit and place the license in the correct account.

Understand that the software developers 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 remove an iLok from my account?