iLok License Manager Troubleshooting Guide
Getting Started
In this guide, we will show you how to resolve issues with iLok-licensed software and the iLok License Manager app. If you’re new to the iLok licensing system and are getting started for the first time, then instead go to our iLok License Manager Quickstart Guide. Follow each section below and skip any parts that are not applicable to you.
- iLok Licensing System
- iLok USB and External Hub Connections
- iLok License Manager App
- Broken, Lost, or Stolen iLok USB
iLok Licensing System
If an iLok license is not detected, then there are a few simple solutions you can use to get them to show up. The most common iLok problems occur when an iLok USB is not securely connected or when the iLok licenses have not yet been activated to a valid location. First, verify that your license is activated to your iLok User ID and that the license location is valid.
iLok Licenses
Go to your iLok account page and click the My Licenses tab to verify all licenses registered to your iLok User ID. If an expected license is not displayed, then next verify that it has been successfully activated with its software manufacturer. If an iLok license was deposited to the incorrect account, then you will have to use that account to access the license. Otherwise, the manufacturer must be contacted directly to address the issue. Go to the iLok Help FAQ page for additional information.
- Verify the license is activated to your specific iLok User ID.
- Verify the software product is registered with the manufacturer.
iLok USB and iLok Cloud
View each license’s eligible locations under “Valid Locations” in the iLok License Manager. Some iLok-licensed software requires iLok USB and must be activated on an iLok USB to work. iLok Cloud allows you to access supported iLok licenses by logging in with your iLok account. You can also go to the manufacturer’s website for additional details and system requirements for your software.
- Verify each license’s eligible locations under “Valid Locations” in iLok License Manager.
- Some software requires iLok USB.
- Some software is compatible with iLok Cloud and can be activated by signing in and starting an iLok Cloud Session.
iLok USB and External Hub Connections
When an iLok USB is connected but it’s not detected, the first thing to try is reconnecting it. If the iLok USB is connected to an external hub, then also try reconnecting the hub to your computer and then restarting. If your iLok USB appears connected within iLok License Manager but its licenses aren’t detected by your software, then the Synchronize feature can also be used to refresh the iLok USB.
IMPORTANT! When using an external hub for additional connections, use one that has its own dedicated power supply adapter. This ensures sufficient power to each port rather than risking insufficient power coming from the computer port.
Reconnect iLok USB
- Launch the iLok License Manager app.
- Disconnect iLok USB and then reconnect it.
- Verify that the iLok USB now appears in the iLok License Manager app.
- If not, then try a different USB port.
Synchronize iLok USB
- Launch the iLok License Manager app.
- Right-click your iLok and select “Synchronize.”
- Wait for the synchronization to complete
iLok License Manager App
If the iLok License Manager app is not functioning correctly, then installing the latest compatible version is recommended. Download and install the latest version of iLok License Manager, restart your computer, and then restart the app. Uninstalling the iLok License Manager app before updating can also be useful when persistent issues occur.
IMPORTANT! Go to the iLok License Manager Legacy Installers page to access the legacy installers (Windows 32-bit, Windows 10 and below, OS X 10.11 and below, etc.).
Update iLok License Manager
- Go to the iLok License Manager page and download the version for your operating system.
- Open your Downloads folder, decompress the .zip file, and then launch the installer:
- PC:Right-click the .zip file; select “Extract All…”; and then click “Extract.” Double-click the new .exe installer file and then follow the on-screen instructions.
- Mac:Double-click the .zip file to decompress it. Double-click the new .pkg installer file and follow the on-screen instructions.
Uninstall iLok License Manager on macOS
- Go to the iLok License Manager page and click the macOS download for iLok License Manager.
- Open your Downloads folder and double-click the “LicenseSupportInstallerMAC.zip” file to decompress it.
- Double-click the “LicenseSupportInstaller.dmg” file. In the new window that appears, double-click the “Uninstall License Support.pkg” file.
Uninstall iLok License Manager on Windows
- Right-click the Windows logo and select “Apps and Features.”
- Scroll down and find Pace License Support Win 64. Right-click it and select “Uninstall.”
- Click “Yes”to confirm and uninstall the app. Then click “Finish”to restart your computer.
Broken, Lost, or Stolen iLok USB
If your iLok USB dongle is broken, lost, or stolen, then you must resolve the issue directly with iLok via their website’s support area and RMA form. Go to the iLok Help FAQ page for additional help or contact their support team to submit an iLok RMA.
Contact iLok Support
- Go to the iLok RMA page and sign in.
- Select the intended iLok and follow the on-screen instructions to complete the support form.
- Once complete, iLok will email you at the iLok User ID’s corresponding address.
Wrapping Up
Your iLok-enabled software may require additional configuration with your unique hardware and software setup. Go to the manufacturer’s Support page for additional support resources or contact us directly for help with your Sweetwater purchase.
Additional Resources
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