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My iLok

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  • Installation & Usage >
  • Found iLoks/iLok Update Issues >
  • iLok Registration >
  • Installation issues >
  • Client Software or Driver not working >
  • What do I need to install to use the iLok? >
  • iLok not recognized by system or software >
  • Failed iLok operation (License Download, Move, or Transfer) >
  • Not enough space on iLok >
  • Unplugging your iLok >
  • Protecting & Securing iLok >
  • iLok is not "Found" >
  • Error says my iLok is already registered >
  • Failed iLok operation (License Download, Move, or Transfer) >
  • Registering an iLok >
  • iLok is registered to a different account >
  • Removing an iLok >
  • Transferring iLok to a different account >
  • License is in the wrong account >
I'm having trouble installing the iLok License Manager.

Please try downloading and installing the latest version of the iLok License Manager application from the Download page. It includes the iLok driver/extensions. Be sure to first do an uninstall and then do a clean install.

Once installed, on Windows, make sure to reboot your system so that the latest iLok drivers may be accessed properly.

Also on 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 connected iLok in iLok License Manager, you'll know your system has an error.

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

Continue
 
I'm having problems running the iLok software.

Please try downloading and installing the latest version of the iLok License Manager application from the Download page. It includes the iLok driver/extensions. Be sure to first do an uninstall and then do a clean install.

Once installed, on Windows, make sure to reboot your system so that the latest iLok drivers may be accessed properly.

Also on 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 connected iLok in iLok License Manager, you'll know your system has an error.

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

Continue
 
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 Sync/Repair 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 RMA process.

Submit an RMA

Does the iLok appear as connected in the iLok list when you sign in to your account in the iLok License Manager application? If the iLok shows as connected in the list (a dark icon), the iLok is fine. If the iLok is not shown as connected, 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.

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

This operation will automatically try to complete. Please try logging out of iLok License Manager and back in. If the operation fails to complete, please click "Continue" to submit a support request.

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

Continue
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.

Shipping outside the USA or Canada? Local distributors may help you save on shipping and customs fees. Find out more.

 
Do I have to do anything before unplugging my iLok?

As long as your iLok is not currently involved in an operation on iLok License Manager, the iLok can be 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.

Shipping outside the USA or Canada? Local distributors may help you save on shipping and customs fees. Find out more.

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

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.

My iLok does not appear as connected in the iLok list in the iLok License Manager application.

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 Sync/Repair 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 RMA process.

Submit an RMA

Does the iLok appear as connected in the iLok list when you sign in to your account in the iLok License Manager application? If the iLok shows as connected in the list (a dark icon), the iLok is fine. If the iLok is not shown as connected, 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.

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

Managing the licenses on an iLok can only be done with iLok License Manager while logged in to the iLok account that the iLok is registered to.

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

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

This operation will automatically try to complete. Please try logging out of iLok License Manager and back in. If the operation fails to complete, please click "Continue" to submit a support request.

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

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

Adding an iLok to your account is simple:

  • Connect your unregistered iLok to a USB port, launch the iLok License Manager application and sign in.
  • You'll be asked if you want to add the iLok to your account (agree).

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

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

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

Managing the licenses on an iLok can only be done with iLok License Manager while logged in to the iLok account that the iLok is registered to.

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

Continue
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:

  • Launch the iLok License Manager application and sign in.
  • Click on the iLok you want to remove.
  • Click the iLok's name, then click the "Remove iLok..." link.

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

 
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 License Manager's "Transfer Licenses" feature. The fee for transferring a license to another iLok.com user account is $US25.00 per license, with an order maximum of $US50.00. Licenses that a software company has protected as a Bundle are transferred as one license.
  • If the iLok is blank it can be removed from an account via the "Remove iLok..." link on the iLok's detail page.
  • 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 reassign 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 reassign 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 License Manager's "Transfer Licenses" feature. The fee for transferring a license to another iLok.com user account is $US25.00 per license, with an order maximum of $US50.00. 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 reassign 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.

Continue
 
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 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.