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Old 06-11-2013, 11:23 AM
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Post From the iLok Team at PACE...

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Dear iLok User Community,

We have let you down and we know it. We could have done a better job communicating that we were hard at work to resolve the issues some of you were having and for that we are truly sorry.

We handle tens of millions of licenses for users, some dating back over decades with legacy code, and while we have worked to ensure a seamless transition, some issues occurred.

After extensive research, we isolated the issue to licenses that were of type “Update” and that had been downloaded to an iLok. If you were among the first who logged in on Sunday night or Monday and had an iLok with “Updates” on it, you may have been affected by an error with our initial data migration.

This error has been addressed and corrected. We have completed an additional data migration that resolves the type discrepancy for all affected licenses.

If you believe you were affected and your Update license (now shown as type “License”) does not authorize your software, the following steps will solve this issue:
  1. Launch the iLok License Manager application
  2. Insert the iLok with the licenses that are not working
  3. Deactivate those licenses from the iLok (use the menu Licenses > Deactivate)
  4. Re-activate your licenses back to the iLok
If you are still experiencing difficulties please go to ilok.com/support and follow the Guided Help to contact us and we will work with you to resolve your issues. We are monitoring our support tickets closely during extended support hours to make matters right.

We appreciate your continued support.

Andrew Kirk
Vice President
The iLok.com Team
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