Avid Pro Audio Community

Avid Pro Audio Community

How to Join & Post  •  Community Terms of Use  •  Help Us Help You

Knowledge Base Search  •  Community Search  •  Learn & Support


Avid Home Page

Go Back   Avid Pro Audio Community > Pro Tools Software > Licensing & Accounts

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 02-21-2015, 02:23 PM
peter5992 peter5992 is offline
Member
 
Join Date: Jul 2010
Location: Oakland, CA
Posts: 469
Default iLok trouble

Good afternoon everyone:

Not sure if this is the right place, but iLok support is down over the weekend, so I might as well give it a try.

Since a couple of days my iLok has been giving me trouble on my Pro Tools DAW. I get a "missing authorization" error message, see attached.

Maybe related, or maybe not, there's also an issue with the iLok License Manager software. When I double click the icon on my desktop I get an error message to the effect that it cannot connect to iLok, see attached.

When I try to uninstall the license support software from the program files, I get another error message, see attached. To round it up, if I try to reinstall it, I get a fourth error message.

So that's a bit of a mess right there.

To double check, I tested the iLok on my second DAW computer which also has PT installed. Both PT 10 and 11 start up fine, and the iLok has all licenses. So there's nothing physically wrong with the iLok.

What to do, and where can I contact iLok support? Do I have to buy a ticket or something? I must say that their website is not particularly intuitive.

Below is a Sandra report of the troublemaker DAW.

Thanks!

SiSoftware Sandra

ID
Host Name : Peter-PC
Workgroup : WORKGROUP

Computer
Model : GigaByte P35-S3G
Chassis : GigaByte Desktop
Mainboard : GigaByte P35-S3G
BIOS : Award (OEM) F2 11/30/2007
Total Memory : 16GB DIMM DDR2 DDR3

Processors
Processor : Intel(R) Core(TM)2 Quad CPU Q6600 @ 2.40GHz (4C 1.6GHz/2.4GHz, 2x 4MB L2)
Socket/Slot : FC LGA (Socket T)

Chipset
Memory Controller : Gigabyte P35/G33/G31 Processor to I/O Controller 4x 267MHz (1GHz), 2x 8GB DIMM DDR2 DDR3 802MHz 128-bit

Memory Module(s)
Memory Module : Patriot Memory PSD24G8002 4GB DIMM DDR2 PC2-6400U DDR2-800 (5-6-6-18 3-24-6-3)
Memory Module : Patriot Memory PSD24G8002 4GB DIMM DDR2 PC2-6400U DDR2-800 (5-6-6-18 3-24-6-3)
Memory Module : Patriot Memory PSD24G8002 4GB DIMM DDR2 PC2-6400U DDR2-800 (5-6-6-18 3-24-6-3)
Memory Module : Patriot Memory PSD24G8002 4GB DIMM DDR2 PC2-6400U DDR2-800 (5-6-6-18 3-24-6-3)

Video System
Monitor/Panel : ACR G276HL
(1920x1080, 27.2")
Video Adapter : NVIDIA GeForce 7300 GS (4PS3.0, 3VS3.0 552MHz, 256MB DDR3 810MHz/1.6GHz 64-bit, PCIe 1.00 x16)

Graphics Processor

Storage Devices
Seagate ST3000DM001-9YN166 (3TB, SATA600, 3.5", 7200rpm) : 3TB (F:)
WDC WD5000AAJS-22YFA0 (500.1GB, SATA300, 3.5", 7200rpm, 8MB Cache) : 466GB (E:)
WDC WD2500AAJS-00VWA0 (250GB, SATA300, 3.5", 7200rpm, 8MB Cache) : 233GB (C:) (D:)
Seagate ST3000DM001-9YN166 (3TB, SATA600, 3.5", 7200rpm) : 3TB (I:)
SanDisk Cruzer Glide (7.8GB, USB2) : 7GB (G:)
ATAPI DVD A DH20A4P (ATA66, DVD+-RW, CD-RW, 2MB Cache) : N/A (H:)

Logical Storage Devices
F (F:) : 3TB (NTFS) @ Seagate ST3000DM001-9YN166 (3TB, SATA600, 3.5", 7200rpm)
E: (E:) : 466GB (NTFS) @ WDC WD5000AAJS-22YFA0 (500.1GB, SATA300, 3.5", 7200rpm, 8MB Cache)
BOOT (C:) : 102GB (NTFS) @ WDC WD2500AAJS-00VWA0 (250GB, SATA300, 3.5", 7200rpm, 8MB Cache)
I (I:) : 3TB (NTFS) @ Seagate ST3000DM001-9YN166 (3TB, SATA600, 3.5", 7200rpm)
Removable Drive (G:) : 7GB (FAT32) @ SanDisk Cruzer Glide (7.8GB, USB2)
XP64 (D:) : 131GB (NTFS) @ WDC WD2500AAJS-00VWA0 (250GB, SATA300, 3.5", 7200rpm, 8MB Cache)
Optical Drive (H:) : N/A @ ATAPI DVD A DH20A4P (ATA66, DVD+-RW, CD-RW, 2MB Cache)

Peripherals
LPC Hub Controller 1 : Gigabyte (ICH9) LPC Interface Controller
LPC Legacy Controller 1 : ITE IT8718F
Disk Controller : Gigabyte (ICH9) 2 port Serial ATA Storage Controller 1
Disk Controller : Gigabyte (ICH9) 2 port Serial ATA Storage Controller 2
Disk Controller : Gigabyte JMB368 IDE Controller
USB Controller 1 : Gigabyte (ICH9) USB Universal Host Controller
USB Controller 2 : Gigabyte (ICH9) USB Universal Host Controller
USB Controller 3 : Gigabyte (ICH9) USB Universal Host Controller
USB Controller 4 : Gigabyte (ICH9) USB2 Enhanced Host Controller
USB Controller 5 : Gigabyte (ICH9) USB Universal Host Controller
USB Controller 6 : Gigabyte (ICH9) USB Universal Host Controller
USB Controller 7 : Gigabyte (ICH9) USB Universal Host Controller
USB Controller 8 : Gigabyte (ICH9) USB2 Enhanced Host Controller
FireWire/1394 Controller 1 : ADS Technologies TSB43AB23 1394a-2000 OHCI PHY/link-layer Controller
SMBus/i2c Controller 1 : Intel ICH SMBus

Printers and Faxes
Printer : Microsoft XPS Document Writer (600x600, Colour)
Fax : Microsoft Shared Fax Driver (200x200)
Printer : EPSON Artisan 710 Series (360x360, Colour)
Printer : Adobe PDF Converter (4000x4000, Colour)
Printer : Brother DCP-7020 USB Printer (600x600, USB)

Peripherals
Media Player : SanDisk Cruzer Glide (7.3GB)

Network Services
Network Adapter : Realtek PCI GBE Family Controller (Ethernet, 1Gbps)

Operating System
Windows System : Microsoft Windows 7 Ultimate 6.01.7601 (Service Pack 1)
Platform Compliance : x64

Windows Experience Index
Current System : 2.2
Attached Images
File Type: jpg Capture2.JPG (30.2 KB, 0 views)
File Type: jpg Capture.JPG (20.5 KB, 0 views)
File Type: jpg Capture 6.JPG (34.9 KB, 0 views)
File Type: jpg Capture 5.JPG (29.4 KB, 0 views)
Reply With Quote
  #2  
Old 02-21-2015, 04:03 PM
Southsidemusic's Avatar
Southsidemusic Southsidemusic is offline
Moderator
 
Join Date: Dec 2011
Location: Stockholm - Sweden
Posts: 11,786
Default Re: iLok trouble

Goto ilok.com and download the latest ILM nad just run over the older one and see if that solves it, seen this before and that is what the people did to get it working again. Also absolutely NO virus protection programs running when downloading and installing in PC.
__________________
Best Regards
Christopher

—————————————
South Side Music Group
WEBHOME
—————————————
Reply With Quote
  #3  
Old 02-21-2015, 04:29 PM
peter5992 peter5992 is offline
Member
 
Join Date: Jul 2010
Location: Oakland, CA
Posts: 469
Default Re: iLok trouble

Thanks Christopher, I think I already tried that but it wouldn't let me upgrade (but I may not have disabled the anti virus software while I tried it). I'll give it another shot tonight before I close up for the day. This DAW is an old geezer, custom built in 2008, which has been upgraded several times over the years (Windows xp 32 > xp 64 > windows 7, RAM upgraded, new hard drives), there's a lot of stuff that might be causing issues, best thing really would be to install a new HDD and do a total new clean install of windows, but that is for another day.

I rebooted the computer and just let it sit there, got my groceries and dry cleaning, and after about 1 - 2 hour when starting up PT everything seems fine for now.
Reply With Quote
  #4  
Old 02-21-2015, 05:41 PM
peter5992 peter5992 is offline
Member
 
Join Date: Jul 2010
Location: Oakland, CA
Posts: 469
Default Re: iLok trouble

Update 5:35 pm - back to hell - Pro Tools crashed for unknown reason.

After rebooting computer and waiting, tried to restart Pro Tools, but with same error about missing authorization.

Reinstalling software failed. There is no anti virus software as far as I know.

I can think of one more thing which is move the PT license to a spare iLok.
Reply With Quote
  #5  
Old 02-21-2015, 06:02 PM
Darryl Ramm Darryl Ramm is online now
Member
 
Join Date: Nov 2010
Location: USA
Posts: 13,179
Default Re: iLok trouble

Reinstall of what software failed? ILM?

No anti-virus crapware installed? Including the Microsoft's own Security Essentials software? Don't assume go check exactly what software is installed.

You can't move the license if the ILM can't read the existing iLok.

First thing to do is get the latest ILM software installed on the computer. Is it? Did you follow the instructions at iLok.com? If you can't do that you have a whole separate problem to solve.

If the latest ILM software is installed then remove all other USB peripherals you can, reboot the computer try another USB port, try a USB2 hub off your USB ports if they are USB 3. If that does not work see if you can try wiht ILM on another comptuer. If none of that works you are RMA'ing the iLok back to Pace, see iLok.com for directions.
Reply With Quote
  #6  
Old 02-21-2015, 06:02 PM
peter5992 peter5992 is offline
Member
 
Join Date: Jul 2010
Location: Oakland, CA
Posts: 469
Default Re: iLok trouble

Update 6:01 pm - cannot transfer the license to my spare iLok - it's a first generation iLok key.

Well, seems like I'm out of business until further notice.
Reply With Quote
  #7  
Old 02-21-2015, 06:19 PM
Darryl Ramm Darryl Ramm is online now
Member
 
Join Date: Nov 2010
Location: USA
Posts: 13,179
Default Re: iLok trouble

if this is an old system that has been upgraded in-situ multiple times and you can't install the ILM software then your Window install may just be toast. Best thing to fo then is grab a spare/new drive and do a full clean Windows 7 SP1 install to it, with the bare minimal drivers (e.g. graphics drives). Don't run Windows update. Install ILM, see if it can see the iLok, if so then install Pro Tools and any other apps you need.
Reply With Quote
  #8  
Old 02-21-2015, 06:54 PM
peter5992 peter5992 is offline
Member
 
Join Date: Jul 2010
Location: Oakland, CA
Posts: 469
Default Re: iLok trouble

Thanks Daryl - you're very kind for replying so promptly.

Well, guess what, somehow I got Pro Tools back up and running again. Duh!

That aside, I think you are on the mark - this is a cluttered dinosaur which should probably be overhauled and get a clean windows reinstall. Possibly after replacing the boot drive by a HDD. I don't have a need for the xp systems anymore.

I'll wrap up the project I am working on now and then it's time for Spring cleanup.

Thank you again.
Reply With Quote
  #9  
Old 02-21-2015, 06:57 PM
Darryl Ramm Darryl Ramm is online now
Member
 
Join Date: Nov 2010
Location: USA
Posts: 13,179
Default Re: iLok trouble

Quote:
Originally Posted by peter5992 View Post
Thanks Daryl - you're very kind for replying so promptly.

Well, guess what, somehow I got Pro Tools back up and running again. Duh!

That aside, I think you are on the mark - this is a cluttered dinosaur which should probably be overhauled and get a clean windows reinstall. Possibly after replacing the boot drive by a HDD. I don't have a need for the xp systems anymore.

I'll wrap up the project I am working on now and then it's time for Spring cleanup.

Thank you again.
Watch out you just don't have a flaky iLok2. If you do have a problem again get in touch with iLok, especially if it is under warranty.
Reply With Quote
  #10  
Old 02-21-2015, 07:34 PM
peter5992 peter5992 is offline
Member
 
Join Date: Jul 2010
Location: Oakland, CA
Posts: 469
Default Re: iLok trouble

Quote:
Originally Posted by Darryl Ramm View Post
Watch out you just don't have a flaky iLok2. If you do have a problem again get in touch with iLok, especially if it is under warranty.
I tested the iLok 2 on my other DAW computer, Darryl, and there it worked without any hiccups. Also all licenses were properly recognized when I started up the iLok management software.

So I'm inclined to think my Pro Tools DAW computer is flaky. Working now, but don't hold your breath.
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
iLok trouble foniefones Getting Started 0 03-01-2014 01:58 PM
iLok Trouble JTurner82 Pro Tools 9 1 08-20-2013 09:20 PM
Having trouble authorizing iLok and downloading license to my iLok Ofentse Morris Windows 1 08-20-2012 03:36 PM
ilok trouble... kyo 003, Mbox 2, Digi 002, original Mbox, Digi 001 (Mac) 0 05-29-2007 05:40 PM
BIG TROUBLE WITH ILOK UNDER OS X MESH@ZU Pro Tools TDM Systems (Mac) 5 03-19-2003 04:07 AM


All times are GMT -7. The time now is 04:13 PM.


Powered by: vBulletin, Copyright ©2000 - 2008, Jelsoft Enterprises Limited. Forum Hosted By: URLJet.com