Update to iLok.com v2

[PACE Support]

There have been many threads and even more views of information and opinion since we updated the iLok.com site a little over a week ago. We have been working hard and been in touch with many people on the DUC. Thank you for your continued feedback.

We are happy to announce that iLok.com v2 was updated Thursday April 22 at 4:00pm PDT.

Based on the feedback and various problems encountered by users on iLok.com the site has been updated to resolve all currently known issues.

The main issues resolved are as follows:

1. email confirmation:
Some email clients had issues giving the proper link to activate the iLok.com account. This has been resolved. Emails are generated immediately and should arrive just as any other email if you have specified an active email account and the email is not caught by a SPAM filter.

2. Time out during Synchronization of iLok:
This IE browser issue has been resolved and now synchronization should work with no problem. Note that only the first synchronization will take some time but this will allow you to benefit from the new features of the site. Other browser related issues have also been resolved.

3. Credit Card Authorization:
We have resolved issues with dealing with certain credit cards and our verification system for some other credit card requests. If you had problems making a purchase, please try again.

4. Removal of iLok(s) from an account:
There is now a grace period for users to get iLoks sorted into the proper accounts after which the iLoks will not be movable. You will be able to remove an iLok from your account for the first week after you have synchronized using the new version of the site release today.

There has been some confusion regarding support incidents.As far as the $25 support fee, that is the official way that we support the site. It's important long term that people go through our real support incident process because that's the only way we can really track support problems. Without tracking, we run the risk of accidentally dropping support issues.

That having been said, we understand that there are some known problems with the web site that we are working through. So for the time being, we are handling support through any and all channels. Once the bigger issues are worked through, we will get more stringent regarding support and will require incident numbers before we do anything.

Please understand that although we authorize a user's card for a support incident, we don't charge the user. We only charge the user if the issue is the user's fault. Considering that most of the issues we've been dealing with since the launch have been PACE issues, not a single user has actually been charged.

But support issues that we will charge for are as follows:

* Answering questions that are covered on our support pages. If someone wants us to read the manual to them, it's going to cost them.

* Recovering user ID's or passwords. This can be costly for us because we need to go through an identification verification process. You be surprised how many attempts have been made to steal other user's accounts.

* Removing iLoks that are accidentally synchronized. Note that we are revising the site to provide a warning to users and to allow for a grace period where an iLok can be removed. We don't want the synchronize operation to be an accidental trap.

* Consolidation of multiple iLok.com accounts where no change of ownership is taking place. Again, with these scenarios we have to go through an identification verification process to reduce fraud. That takes time and money to do right.

Please understand that we have not structured our business agreements with the software publishers to cover blanket support of the entire pro audio user base. So as a result, we need to draw some reasonable lines regarding what we will do for free and what we will not. We will always stand behind our products and support them. But we can't be expected to spend support resources dealing with user issues that are outside of our control.


We urge all iLok owners to synchronize their iLoks with the latest version of iLok.com to enable the following benefits:

- iLok to iLok transfer
- The ability to add Zero Downtime for your iLoks to be covered in the event of an issue with your iLok.
- Improved User Interface
Transfer of ownership

We appreciate your patience during the past week and hope you will enjoy the new features of the site.

We hope you find this information useful. The team at PACE trying to monitor the DUC and other sites but we might not have the resources to discuss all of these topics on the DUC itself. We will post any additional information relevant to the site as it becomes available.


Andrew Kirk
On behalf of the iLok.com Team, PACE