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FAQ - Your Licenses🔗

I no longer have my old computer or have lost my machine license activation. How do I get my licenses back?

I no longer have my old computer or have lost my machine license activation. How do I get my licenses back?🔗

A machine-based license activation can become inaccessible for a variety of reasons. Some examples are:

  • The machine was sold or decommissioned and the license activations were not deactivated first
  • Machine was lost/destroyed due to fire or other disaster
  • Upgrades (either hardware or software) have altered its configuration enough it is now being seen as a new or different machine

PACE DOES NOT HAVE THE AUTHORITY TO APPROVE OR DENY requests for machine-based license resets. You must request a reset FROM THE PUBLISHER in order to return inaccessible license activations back into your iLok account.

  • If you are using iLok License Manager version 5.5 or newer, you can submit the request from within iLok License Manager. See instructions below.
  • If you are not able to use version 5.5 or newer, please use the software publisher’s support channels to contact the publisher directly and request the reset.

The steps to request a machine activation reset within iLok License Manager are:

  1. Launch and sign into iLok License Manager with your iLok account
  2. On the left side of the application, select the machine location that has become inaccessible (it should be grayed out)
  3. Select the “Show Details” button to open that location’s details
  4. Select the “Report as Unusable” link

    Image of iLok License Manager- Report as unusable circled

  5. A “Report Computer as Unusable” dialog box will pop up with details on the computer location selected for reset

  6. Enter a reason for the reset request under the “Information for software publisher(s)” section (this field is required)
  7. Enable the “I understand…” checkbox and select “Submit Request” to initiate the machine activation reset request

    Image of iLok License Manager- Report as computer unusable dialog

  8. Review the “Report Complete” pop-up dialog and select “Close”

    Image of iLok License Manager- Report Complete

  9. To check whether the request for machine activation reset was properly submitted to the publisher, view the machine location’s information and verify that the Activation Location field indicates “Reset Requested”

    Image of iLok License Manager- Reset requested in the detail view

PACE does not have the authority to approve or deny machine activation resets.

If the publisher approves the reset request, the affected license activations will be returned into the iLok account for activation to another location. Once all license activation reset requests on an inaccessible machine have been approved, the machine location will be removed from the iLok account.

If the publisher denies the request, the affected license activations and location will remain inaccessible just as they were prior to the machine activation reset request. Please contact the publisher if your request remains pending after a few business days.

If you have any questions involving a requested machine activation reset, please contact the involved publishers for further details.

Authorizing iLok-Protected software
What licenses are available for me to Activate (Download) to my iLok?

What licenses are available for me to Activate (Download) to my iLok?🔗

Available Licenses - iLok license Manager

When you are signed in to your iLok account in the iLok License Manager application, you can see what licenses are available for Activation by clicking on the Available tab at the top of the screen. This tab shows when you are looking at your Account view, which is at the top of the left side of the screen and has your User ID.

If you think the license may already have been Activated (previously known as downloaded) to an iLok you can check the All Licenses or All Activations tabs. A list of all licenses currently on your iLoks can also be viewed on the View Account page. Please note that on iLok.com you can only look at your licenses, not manage them.

If you’ve purchased a license and it is not showing up for Activation, please contact the software publisher regarding your license purchase.

License for product not found on attached iLok.

License for product not found on attached iLok.🔗

If you do not have a license for the software: - Please contact the software publisher to obtain a license for their product.

If you do have the correct license on your working iLok and it is not authorizing the associated protected software, the problem could be with the iLok software, or the protected software.

  • Please download and install the latest version of the iLok License Manager application from the Download page
  • Reboot your computer.
  • Try to run the software again.

If you still get this message, please contact the software publisher of your protected software for assistance.

I bought a license, but it is not showing up in my account!

I bought a license, but it is not showing up in my account!🔗

You will need to contact the seller of the license for assistance. We do not provide or distribute license activation codes; those come from the software publisher. Please contact the publisher of the software you are trying to use to get your code or have a license deposited to your account.

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

My license activation, move, or transfer operation failed to complete.🔗

This operation will automatically try to complete. Please try the following steps:

  • Sign out of iLok License Manager
  • Sign back in

If the operation still fails to complete, please Report a Failed License Operation.

Activating (Downloading) a License
How do I get a license?

How do I get a license?🔗

Software licenses are distributed by the software publishers and their authorized resellers. Please contact the software publisher of the software you wish to use to find out where you can obtain a license for their software. A list of publishers that use the iLok can be found here.

Related:

How do I activate a license?

How do I activate a license?🔗

If activating a license to an iLok, the iLok must be plugged into your computer for the operation to be successful. Several methods for activating a license are illustrated below.

Drag & Drop method

Note

If the location you drag the license to is not allowed by the software publisher, the move will fail with the error message, “You cannot activate to this location” and a list of the allowed locations.

This is the fastest and most common way to activate a license.

  • From the list of “All Licenses”, select the license you want to activate.
  • Drag it to a location (iLok, machine, or cloud session), in the left hand column.
  • Confirm the move in the popup.

‘Activate Licenses’ check mark method

  • From the list of “All Licenses”, select the license you want to activate.
  • Activate Licenses button In the upper right-hand corner, select the Activate Licenses button.
  • Select an activation location in the pop-up window. When activating a license to an iLok, the iLok must be plugged into your computer for the operation to be successful.
  • Select the ‘Activate’ button to finish.

Activate from the Detail panel

Select the license you want to activate. Next, click the activate button in the upper right hand corner and select a location in the pop-up window, click “Activate” to finish. When activating a license to an iLok, the iLok must be plugged into your computer for the operation to be successful.

  • From the list of “All Licenses”, select the license you want to activate.
  • In the upper right-hand corner of the Details panel, select Activate. Activate Licenses button
  • Select an activation location in the pop-up window. When activating a license to an iLok, the iLok must be plugged into your computer for the operation to be successful.
  • Select the ‘Activate’ button to finish.
How do I see what licenses are on my iLok?

How do I see what licenses are on my iLok?🔗

See Licenses in iLok License Manager

Plug your iLok into your computer and launch iLok License Manager; you may need to sign in by clicking the “Sign In” link in the left-hand column. Once you are signed in, you can click on any of your iLoks in the left hand column to see a list of the licenses it contains. The licenses will be displayed in table format to the right.

I had new licenses deposited in the wrong iLok.com account. What do I do now?

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.

My iLok is full or doesn’t have enough space.

My iLok is full or doesn’t have enough space.🔗

The message indicating that there is not enough space on the iLok means that you have hit the maximum capacity on your device.


iLok image

iLok Version License Capacity
3rd Generation >1500
2nd Generation >500
1st Generation >180

Depending on the type of licenses you own, the iLok may hold far more licenses than shown above. Some licenses may take up less space than others. For example, time-limited licenses take up more space than licenses without time limits.

Additional iLoks may be purchased from the iLok.com online store or from many local retailers that carry pro-audio merchandise.

My iLok-protected software is displaying an error message.

My iLok-protected software is displaying an error message.🔗

If the error you have encountered is about running the software and not about authorizing, please contact the software publisher for the software plugin you are trying to use. They are the only ones capable of providing support for their software and can tell you what their error message means. A list of publishers that use the iLok can be found here.

Related:

Moving Licenses Within an Account
How do I move licenses between my iLoks?

How do I move licenses between my iLoks?🔗

You can move licenses in one of two ways: You can drag and drop or you can use the “move license” button.

To drag and drop, you will need to select the iLok that contains the license you want to move (the source iLok) in the left hand column. Next, select the license you wish to move from the table on the right. Click and drag the license you wish to move to the new iLok (the destination iLok). Confirm the move in the popup. The source and destination iLoks need to be registered to the same account and both plugged in for the operation to be successful.

To use the buttons, you will need to select the iLok that contains the license you want to move (the source iLok) in the left hand column. Next, select the license you wish to move to the new iLok (the destination iLok). If necessary, click “Show Details” at the bottom of the ILM screen. Click the “Activate” link in the details pane, select the destination iLok from the locations list, and click “Activate”. Confirm the move in the popup.

Transferring Licenses to Another Account
What do I need to have to transfer a license to different account?

What do I need to have to transfer a license to different account?🔗

Important!

  • A license may not be transferred within 90 days of being deposited, or from an account that is less than 90 days old.
  • Software publishers do not always allow their license to be transferred via iLok License Manager. You will need to contact the software publisher directly for further assistance with these licenses.

The Transfer Licenses function in iLok License Manager requires the following:

  • The iLok License Manager
  • The license(s) to be transferred, either in your account or on an attached iLok
  • The User ID of the account to which the licenses are to be transferred

License transfers are irreversible, so be absolutely positive that you are transferring to the correct iLok account User ID.

Transfer License- iLok license Manager

If you have all the above requirements and still cannot transfer a license, please contact Support.

Related:

How do I transfer licenses to another iLok account?

How do I transfer licenses to another iLok account?🔗

There are three ways to transfer licenses. The process of transferring licenses is handled within the iLok License Manager application. When transferring a license, you will be asked to confirm your account information. Be careful when entering the destination User ID as transfers are irreversible. Note that a $US 25 fee per license or bundle (locked group) applies for transferring licenses to another iLok.com account, but each license transfer order has a maximum charge of $US 50.

  • Option 1: Find the license you wish to transfer and select it by clicking on it. Next, click on the transfer icon in the top right corner of the iLok License Manager window.
  • Option 2: Find the license you wish to transfer and select it by clicking on it, then click on “show details”. You can then click on “Transfer” to start the process.
  • Option 3: Right-click the license you wish to transfer and select “Transfer License…”
I want to transfer a license that requires an approval. Who does this approval?

I want to transfer a license that requires an approval. Who does this approval?🔗

Some software publishers require their approval prior to a License Transfer for a license for their product being processed.

Only the software publisher can provide the approval. We cannot do the approval or reverse your License Transfer request.

You can check on the status of a pending request by signing in to iLok License Manager and looking at the Details pane for the license. The Details pane also shows the name of the software publisher.

I want to transfer large numbers of licenses or a bundle.

I want to transfer large numbers of licenses.🔗

Depending on the licenses involved, you may be able to transfer licenses at a reduced rate.

  • If the licenses are all part of one license Bundle (Locked Group), you will be paying only one license transfer fee for the entire bundle.
  • If the licenses are not part of a locked group, each License Transfer order has a maximum fee of $US 50.
Does the license transfer fee apply to each license transferred? Even for bundles?

Does the license transfer fee apply to each license transferred? Even for bundles?🔗

Important

Some software companies use the term ‘bundle’ for marketing purposes but define their licenses separately (not a Locked Group) for iLok License Manager. A publisher’s ‘bundle’ may only be transferred for a single transfer fee if the publisher has defined it as a Locked Group for iLok License Manager.

The license transfer fee is per license, unless the publisher has bundled several licenses together as a Locked Group.

In iLok License Manager, a Locked Group is a group of licenses that must always stay together on the same iLok or activation location. If you are transferring a license bundle (Locked Group), one fee covers all licenses within that Locked Group.

Each License Transfer order has a maximum charge of $US 50.

Why is the transfer option grayed out?

Why is the transfer option grayed out?🔗
  1. A license may not be transferred within 90 days of being deposited or from an account that is less than 90 days old.
  2. Software publishers do not always allow their license to be transferred.

If a license is not allowed to be transferred, the software publisher of the license is the only one able to transfer the license to the other account. You will need to contact them for further assistance.

Redeeming a License Code
Where can I redeem an Activation Code?

Where can I redeem an Activation Code?🔗

Activation Codes - iLok license Manager

An Activation Code is a special code used to deliver an iLok license to your iLok account. You may have received this code from a software publisher via an email, in a retail package, or in a print ad. The code can be redeemed for your license in iLok License Manager by clicking on the ‘Redeem an Activation Code’ icon.

If you cannot find your Activation Code, please contact the software publisher for assistance. They are the only ones who can replace the code for you.

An Activation Code is not the same thing as your software registration code or number. The iLok License Manager application does not handle the registration of your software, this is done through the software publisher directly. We do not collect or store software registration information.

Related:

Surrendering Licenses (Upgrading)
How do I surrender a license?

How do I surrender a license?🔗

Some new licenses require the surrender of a license you already own. It’s like a trade-in. These new licenses are commonly used when you update a license, but a surrender may sometimes be used to exchange a full license for a demo or trial license, or a group of licenses for an individual license.

Surrender - iLok License Manager

License deliveries that require a surrender have a blue and white flag icon in your license list.

The surrender of the required license is done automatically by the computer during the delivery of the new license(s). Simply select the license, open the Detail pane, and click on the ‘Complete’ link. You can also just begin the activation process (drag the license to the location or select Activate) and then follow the prompts.

Getting Licenses for iLok-Protected Software
Authorization Errors
I’m seeing an error message that says “Required software extensions are missing” or “License Support is Too Old” What do I do?

I’m seeing an error message that says “Required software extensions are missing” or “License Support is Too Old” What do I do?🔗

Important!

We are no longer able to provide the InterLok Extensions for Windows machines. They are incompatible with all currently supported versions of Windows. If you get this error message on a Windows machine, please contact the software publisher for an updated version of the software you are trying to use.

You are seeing this message because you are using plugins that require an older component that is only available in a legacy installer.

Our legacy installers are available for download at Legacy Installers.

Please download the “License Support 5.0.3 Installer” from Legacy Installers first, then double-click the “InterLok Extensions.pkg” found within the “Old Installers” folder to install the old legacy component.

You may also want to consider contacting the software publisher of the product you are trying to use for an updated version that does not use this old, no longer actively supported legacy component.

I’m seeing an error message that says “This software requires installation of the InterLok(R) device drivers” or “User privileges insufficient to start a low level driver.” What do I do?

I’m seeing an error message that says “This software requires installation of the InterLok(R) device drivers” or “User privileges insufficient to start a low level driver.” What do I do?🔗

You are seeing this message because you are using plugins that require an older component that is only available in a legacy installer.

You can find the installers for them in the Old Installers folder:

Double-click on “InterLok Driver Setup Winxx.exe” found in the “Old Installers” folder of the most recent License Support installer for your Windows version (32-bit or 64-bit).

The most recent License Support installer is available for download on the front page of iLok.com.

I am on an intranet/internal network that is airgapped/does not connect to the outside internet. It is taking too long letting me know a license cannot be found. Can I do anything about this?

I am on an intranet/internal network that is airgapped/does not connect to the outside internet. It is taking too long letting me know a license cannot be found. Can I do anything about this?🔗

If a license is not locally available by either USB iLok or iLok Server, a protected item will attempt reach our online services for a license associated with an iLok account. This can cause extended load times until we timeout unable to access the internet.

Although this seeking of authorization online cannot be completely stopped, blocking specific access to our online services should cause the “Internet Connection Unavailable” timeout to occur immediately.

To do this, specifically have the router and/or firewall block activation.paceap.com on port 443. Depending on your network configuration, a reboot may be necessary or an allotted amount of time may need to pass before the network setting changes take effect.