Note: iLoks are not sent back after they have been processed and your licenses recovered we do not send your RMA'ed iLok back to you. To begin the RMA process, go to, sign in, go to Support, then click the "Submit an RMA" link in the bottom right corner. You will also need to wait for the replacement iLok or have another iLok to use the temporary licenses. Note that an Expediency Fee ($100) applies for immediate coverage. If the iLok is not currently covered by Zero Downtime, you will be able to add this coverage during the RMA order. If your iLok is covered by Zero Downtime, you will receive 2-week temporary licenses for eligible products that were last seen on your iLok by. You may also choose to receive a replacement iLok. Once we receive your iLok, we will recover your licenses and provide you with replacement licenses. Please note that although we require your credit card information to submit the RMA, you will not be charged if your iLok is under warranty. Please submit your iLok for License Recovery and Replacement through the RMA process. Yes the iLok lights up blue when inserted to a USB port on my mac and the light remains on steadily, but it isn't recognised by the iLok license manager software - it's 'grayed out' as shown in the screenshots I sent earlier. Is the light on the iLok on and steady when the iLok is inserted? I'm sorry, but we do not provide telephone support. If the iLok is working on the Windows machine, that means that the issue is NOT with the iLok itself. Is there any way of speaking via telephone? Email responses are very slow since we are located in different time zones, and I really do need this issue resolved ASAP. Losing out on money as a freelance audio engineer. I hope you can appreciate my frustration with this matter as I am I need my iLok to work for Pro Tools 11 on my MacBook Pro, but I can't seem to resolve the issue and as of yet you have not offered any solution. I borrowed a friend's Windows machine to test my iLok. I don't actually own a Windows machine - I use my Mac for all of my work. Yes both the Windows Machine an my MacBook are running the latest version of the iLok manager software. Yes, as I mentioned, I have tried with a powered USB hub with my mac and it doesn't work. Is the iLok working consistently on the Windows machine? Are both machines running the latest version of iLok License Manager?ĭid you try plugging the iLok into a powered hub on the Mac? My iLok is recognized on iLok License Manager on a PC - so I synchronized it, and plugged it back into my mac and it doesn't work. I have a family to feed and a mortgage to pay, and losing out on this much money due to a fault with your product is unacceptable. I have exhausted all options and nothing seems to work. So far I have lost out on 2 full days work due to this error with your licencing software, equating to the loss of £300 GPB and one potential client. I have tried ALL of the above and spent HOURS and HOURS on various forums but to no avail. If you do not see an error message, please try plugging the iLok into the regular USB port again and see if the problem persists. If you see an error message, please send a screenshot. If you don't have a USB hub, you can try synchronizing the iLok from a Windows machine instead. Please make sure you are running the latest version of iLok License Manager, then try plugging the iLok into a powered (meaning that it plugs into both the computer and a wall outlet) USB hub and synchronizing the iLok by right clicking and selecting "synchronize". I copy my email correspondence with them below - this was my first response: I have literally spent days searching the internet for a solution but to no avail, so I submitted a case to iLok support, who are what I can only describe from the correspondence I've had with them, as a complete hoax. I Run Pro Tools 11 on a MacBook Pro 2016 model, running macOS 10.12 Sierra.Īll of a sudden, my 2nd Gen iLok has stopped being recognised by Pro Tool, as well as the iLok License Manager software. And my apologies for quite a long-winded initial post. I'm completely new to this forum so please bear with me if my etiquette is not up to standard.
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