How do I fix problems with iLok License Manager on a Mac?
In this article, we’ll show you how to fix problems with an iLok USB dongle and the iLok License Manager application. If your licenses or iLok are not detected, then you’ve reached the right page. If you’re new to iLok License Manager, check out our other guide: Getting Started with iLok & iLok License Manager. If you have a lost of broken iLok, create an RMA ticket directly with iLok. Continue reading below to get your iLok licenses back up and running.
How to Get Your iLok to Show Up
Your iLok USB dongle may not be detected for a variety of reasons (Not plugged in, not receiving USB power, out of date iLok License Manager). Let’s figure out what’s causing the issue by first attempting to reconnecting the iLok. Follow these steps.
Connect and Synchronize iLok USB Dongle
- Launch iLok License Manager.
- Unplug the iLok USB dongle. Plug it back it in.
- Check the iLok License Manager to see if your iLok is detected – give it a moment!
- If your iLok shows up, great! Right-click it and select Synchronize. That will help ensure that your software can communicate with your iLok dongle.
If your iLok does NOT show up
Try some other USB ports! Although USB hubs are a convenient way to connect multiple devices to the same USB port, they may prevent your devices from properly communicating with your computer –this is especially true with passive hubs. Use a USB hub that has its own power supply or connect your iLok USB dongle directly to your computer. If your iLok still won’t show up, continue below to update the iLok License Manager.
How to Update the iLok License Manager
If your iLok is not detected (even after trying other USB ports and restarting your computer!) the iLok License Manager likely just needs to be updated. The way to do this is by uninstalling the iLok License Manager from your computer and then downloading the latest version from iLok.com and installing it. Follow the steps below to update the iLok License Manager on Mac.
Uninstall iLok License Manager on Mac
For macOS, download the latest version of the iLok License Manager to obtain the uninstaller file. Uncompress the ZIP folder and double click the DMG file to access the uninstaller. Follow the steps below and restart your computer when finished.
- Download the iLok License Manager app.
- Open your downloads folder and double click the LicenseSupportInstallerMAC.zip file to uncompress it. Then, delete the ZIP file.
- Double click the LicenseSupportInstaller DMG file.
- Lastly, double click Uninstall License Support.
Download and Install iLok License Manager for Mac (macOS)
What to do for Broken, Lost or Stolen iLoks
If your iLok is still not detected, unfortunately, it might be broken. In the event that your iLok USB dongle is broken, lost or stolen, you must resolve the issue directly with iLok. Doing so will allow them to remove or deactivate the licenses on the iLok USB dongle. To do so, contact their support team and submit an iLok RMA by following the steps below.
Submitting an iLok RMA
- Visit iLok’s support page.
- Choose either iLok & License Manager Issues to continue troubleshooting or Broken, Lost or Stolen iLoks to submit an RMA.
- Follow the on-screen instructions.
If you need immediate access to your lost, stolen or broken iLok licenses, temporary license coverage is an option. Visit iLok.com to learn more about Zero Downtime.
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