"Missing iLok authorization" error for MAC USERS

[jonopeters]

If your reading this then I bet the following looks slightly familiar...

Error, missing iLok authorization for "Pro Tools 10". Please insert the necessary iLok and restart Pro Tools.

I am yet another lost soul seeking help. But why would I post this when there are 40,00000 people talking about this? I've read so many forums, and heard of so many solutions I am actually more confused than before I started searching for the answer. After scouring the DUC forums for 5 hours, I became overcome with a looming sense of dread and despair. So many people with the same problem. So many different solutions!

Ok, from what I've read so far, the majority of users who have made posts regarding this issue have been pc users. I am not saying that the majority who have this issue are on pc, it's just that there are more actual posts by PC users.

I'm a mac user and I've tried a few things that are meant to fix this problem for those using windows. Obviously, it didn't %$^%$! work. I think, at the beginning of one forum, (http://duc.avid.com/showthread.php?t=313058) there was a mysterious exe. file floating around that could have been the magic cure, then there was this and then there was that and then there was something else for a short while and then the magic exe. ...

What really sucks, is that its close to impossible to get in touch with iLok, Avid or PACE. When you go to contact them they make it very clear they don't want to hear from you.

So I'm begging...Someone...Anyone...It's been nearly a week with no Pro Tools! If anyone can help, I'll take you through what I've done...

I have a practically brand new iMac which is ONLY used for recording, and installed pro tools 10 (bought a boxed pro tools 10 no upgrade or anything). I installed it all correctly with all the right drivers and latest upgrades. Yes, ALL of them. I first set it up with a Line6 UX8 and then that interface stuffed up so I went back to my trusty old 002. Still, all was well with Pro Tools. Then I got the error message out of the blue about 3 weeks after installing Pro Tools 10.

"Error, missing iLok authorization for "Pro Tools 10". Please insert the necessary iLok and restart Pro Tools."

I spent AGES looking at forums, and basically got confused. Didn't know where to start so the first thing I tried was downloading the client and driver installers for mac from the iLok website.

BUT!!! Because I bought a boxed Pro Tools 10, and I followed Avid's stupid instructions in the "Software Installation Guide", I did not have an iLok account! It says in the guide, "If you bought a new boxed version of pro tools, it comes with a pre authorized iLok. You can skip this section and proceed with 'installing pro tools software' on page 6". Because Avid instructed me to do this, I did it. I have a feeling this may have contributed to my problem.

Anyway, I created an account which didn't get me anywhere, AND you know how if your iLok is plugged in and works, then it should show up under the "My licences" section or the "My iLok" section on the website. Well, even though all correct stuff was installed, my ilok could not be read.

So then I uninstalled that crap and downloaded the PACE version because someone said it worked better for whatever reason. Nothing. Just more wasted time.

So then I uninstalled the PACE stuff and did a clean reinstall of the Pro Tools software (this worked for 1 mac user i think), and reinstalled all necessary drivers and turned bluetooth off (this also worked for 1 mac user). All that happened was my keyboard and mouse stopped working! I know what your thinking and, yes, I did feel like an idiot!

Anyway, I uninstalled the PACE stuff at this point and tried launching Pro Tools just to see what would happen. Because this is the state in which everything was working correctly when I first started out. I just got this lovely little error...

"Pro Tools 10 cannot run. Required software is missing or not running. Please reinstall the product, or download and run the driver installer here: http://www.paceap.com"

This error made sense, but it never happened when I first installed it? Anyway, I don't want to keep downloading stuff and installing stuff and uninstalling it, because it's getting to the point where I'm making a mess. I've given this my best shot and got nowhere! Oh well...

If anyone from Avid reads this I just want to say that when I pay $800AUD for your product, I expect it to "Function" far better than your competitors products because you are charging more than they are. There are a lot of great things about Pro Tools 10, but that does me no good when your product was designed with a great number of flaws and, due to one of these flaws, it does not function at all! And you guys don't even offer adequate support for those of us who actually pay for your product. I am going to stop here because the only words I have left for you rhyme with "duck poo".

PS. Tech support from the store that I bought if from won't happen, because I work there.

[yamahadrums]

Hello,

Sorry to find you have such a problem. Honestly I've never had this problem, but I would suggest install iLok drivers (2 drivers actually) and check again if it's recognized correctly. If so you must see all your licenses on their site. If no maybe the problem is in the iLok itself. Also try it on another computer just to be sure where the problem is. If it's in your iLok then it should be replaced. Wish you luck!

[jonopeters]

Thanks yamahadrums! I'm 99% sure I downloaded both items when I did this the first time. On the iLok website I downloaded 2 items, a client installer and a driver installer. But on the pace website there are 2 downloads for mac but 1 is OS 9 only and I am running OS X 10.7.3. I couldn't find more than 1 item to download on the PACE site. I could be missing something obvious though...

Anyway, I tried again as you said and gave it a go on my PC as well. Still couldn't read the ilok. It was a good idea testing it on another computer though. I used Google Chrome and tried Explorer as well. Your right, it could be the ilok. But it seems to be working? Lights up and everything. And on PC it does come up with some message that says something like theres an unknown device it doesn't know how to read (That is before iLok drivers are installed). Not sure though. Thanks anyway.

[yamahadrums]

Yes, obviously you downloaded what you had to. PACE driver is only one. The fact that the iLok is not recognized on second machine tells that it is more likely iLok problem.

[jonopeters]

I'm really hoping it's not a problem with the iLok because if anyone wants any support from iLok they have to agree to this...


Before continuing with the RMA process, please read and understand the consequences of your selection:

1. The RMA process is irreversible. You agree that the iLok nominated for RMA will not be used in the future.

2. iLok.com has no record of what licenses, if any, are on this iLok, so no temporary licenses can be provided.

3. It may take up to two business weeks for us to process your RMA.

4. Once the RMA process has started, it is irreversible. This means that you must send your iLok to us, even if it starts working again.

5. We will automatically provide your contact information (including your name, account ID, and e-mail address), plus details regarding the replacement process to the software companies associated with the lost licenses. This will be done regardless of your profile privacy settings.

[yamahadrums]

That's correct, but if you have no other option you'll be forced to send the iLok to them. With all this 2 weeks waiting you will have new iLok with a license. You might try another iLok on your computer just to be sure the problem is in the dongle.

[Cliffy_Boy]

I had the same problem last night. I pulled out the iLok, put it back in and all was good.

[jonopeters]

Oh well, looks like I'll be hitting up iLok for some help then.

The only reason I was hesitant was because I don't know a great deal about this sort of thing. I've tested everything that I can, but I'm still not 100% sure its a problem with the ilok. And then if I have to wait 2 weeks for iLok to "start" the process and be forced to follow through with the entire process, it would really suck if the problem was something other than the iLok.

Still pretty annoyed at Avid. I definitely won't recomend their products the same way I used to...

Thanks for the help guys.

[yamahadrums]

I don't think it's AVID's fault. The AVID's responsibility is to provide the license. Anything else is related to iLok. I cannot think what will happen if my iLok fail. I bought the PT9 license second hand from eBay user, who wasn't so kind to transfer the ownership to me, because he couldn't find the receipt from Thomann. How can I proove that I am the legal owner of the license? I could have stolen the iLok from someone. It's still in seller's possesion on paper.
On the other side I understand, that the hardware protection is an efficient way to prevent piracy, but not 100%. According to me if someone wants to steal he steals. PT9 was cracked, PT10-almost cracked, Waves 9-cracked. Even Waves removed the iLok authorization, as Apple did on their Logic Pro. I have Logic Studio 8 & the upgrade to 9. I can easily download it from the web with fake serial number, but that's not the point. I will defenitely buy Logic Pro X (some day). And the price is really good,...AVID!

[Chris Lambrechts]

Originally Posted by jonopeters

Oh well, looks like I'll be hitting up iLok for some help then.

The only reason I was hesitant was because I don't know a great deal about this sort of thing. I've tested everything that I can, but I'm still not 100% sure its a problem with the ilok. And then if I have to wait 2 weeks for iLok to "start" the process and be forced to follow through with the entire process, it would really suck if the problem was something other than the iLok.

Still pretty annoyed at Avid. I definitely won't recomend their products the same way I used to...

Thanks for the help guys.

At times I wonder round here and then I read stuff like this where people complain about Avid and the support they get and I'm stunned.

I mean you 'don't know a great deal about these things' yet you feel it is OK to be annoyed at Avid - even though you do not seem to know what you need to be annoyed about >

Common man ... be serious here. I mean - I understand - I really do but you should step back and look at all of it from a bit of a different perspective.

- The way I read this there could be ANYTHING causing this error : from a faulty ilok to corrupt drivers to the ilok auth not being on the ilok to a faulty usb port on the mac or what have you.

In many ways the RMA process at ilok - which for the record we at Avid do NOT control - is a GREAT process. Think about it. All you need to do is provide physical proof that your ilok is broken by sending it in and then you get your licenses back.

Yes there'a a bit of admin hassle attached to it but how would you have it go then ? You call 1-800-broken ilok and after you speak to the lady on the phone ilok.com sends you a special courier who takes a private jet and comes running out to you to give you a new one ?

I'm just saying - make sure you go through the necessary steps to know who you need to get annoyed at. If it is Avid then we'll make sure we deal with it.

Chris