iLok.com Status Updates

[Bruce Paine]

For the latest information on iLok.com, please see the following on the www.iLok.com website:

Known Issues

License Transfer of Ownership
June 14, 2013 18:37 PST
We have reports that placing an order for License Transfer of Ownership from one user account to another is not currently working on Windows and we are working to resolve this issue. If you have access to a Mac, you can complete your transfer order there. This post will be updated when the transfer of ownership order is supported on Windows. You can also check for updates to the iLok License Manager application by clicking on iLok License Manager in the application menu and choosing Check for Application Updates.

We are doing the best we can to respond to your support requests, but due to the number of emails, our response time is greater than usual. This Known Issues page will be kept updated with the latest news and should be relied on rather than a response to your support ticket.

Status Update
June 14, 2013 11:22 PST
We expect to do a release later today that will address the issues that iLok users are experiencing. Our engineering team has isolated the issue and is working non-stop to code, test, and deploy the update. We want to assure you that your licenses are safe and that iLoks with licenses that appear to be missing or are not working will be functional again soon.

We are doing the best we can to respond to your support requests, but due to the number of emails, our response time is greater than usual. This Known Issues page will be kept updated with the latest news and should be relied on rather than a response to your support ticket.

Sync/Repair Update
June 12, 2013 13:34 PST
If you are seeing some of your non-expiring authorizations (licenses) showing up as temporary authorizations or if some of your authorizations appear to be missing, this was caused by a mismatch between the data on your iLok and on our server. This data issue was related to a complex data migration of tens of millions of licenses delivered to users by many different methods, and has been resolved. Please know that your licenses have not been permanently damaged or removed from your iLok in any way; all of your non-expiring authorizations are still in on your iLok and they have not expired.

An update to the Sync/Repair utility is being prepared for deployment. We anticipate that the updated version will address these issues. An announcement will be posted here once the update is available.

iLok.com and iLok License Manger Service Status
June 12, 2013 12:58PST
After resolving an issue on June 10th we saw some improvement on Tuesday, June 11th. However, we are aware that some users are still experiencing issues. We have read each and every support email that has come in. Our support team has been working on answering each ticket as they analyze commonalities in the reports and pass along this information to our engineering team who is working to fully resolve all reported issues.

We appreciate your patience and understanding,
The iLok Team

[DigiTechSupt]

For the latest information on iLok.com, please see the following on the www.iLok.com website:

Known Issues

Sync/Repair has been updated
June 15, 2013 00:40 PST
If some of your authorizations (licenses) show as being on your iLok but are not authorizing the software, or if some of your authorizations appear to be missing, this may be caused by a mismatch between the data on your iLok and on our server. This data issue was related to a complex data migration of tens of millions of licenses delivered to users via many different methods, and has been resolved. Please know that your licenses have not been permanently damaged or removed from your iLok in any way; all of your non-expiring authorizations are still on your iLok and they have not expired.

We now have steps for you to follow to correct the license information and restore your authorizations to their proper state.


IMPORTANT: For the quickest and best result, we recommend going through these steps with each iLok individually, with ONLY that iLok plugged in.

The first generation iLok is not as speedy as the second generation iLok; please be patient as this type of iLok will take longer and the process may seem slow or like nothing is happening. Don’t quit the process, leave it alone until it is finished. Seriously! Don’t touch the keyboard.

1. Unplug all iLoks from your computer.
2. Launch iLok License Manager. If you see "operation in progress" immediately upon launching, wait until the message clears before signing in. BE PATIENT. Do not close the application. When the initial operation is finished, sign in.
3. Plug in ONE iLok.
4. Double-click the plugged in iLok in the left-hand location column to open the Details Pane.
5. Click the "Sync/Repair" link, and wait until the process completes. Again, be patient and let it do its job. The progress bar may flicker and at some points it may look like nothing is happening but you need to wait for the confirmation that the process is finished. This may take some time, especially for a first generation iLok.
6. Verify that all expected licenses are now seen on your iLok, or in some cases, a license may be in your account instead of on the iLok.

Repeat steps 3-6 until you have performed a Sync/Repair on each iLok.

We realize that this may have led to an interruption in your ability to work and we are very sorry for any inconvenience we have inadvertently caused. Our engineering team is continuing to work on improving our products and services. Many users are now reporting much better performance and we are striving to continue this trend.

As we may have said to you before, we truly appreciate your patience with us through this major release.

[DigiTechSupt]

For the latest information on iLok.com, please see the following on the www.iLok.com website:

Known Issues

Server Traffic/Responsiveness
June 15, 2013 02:53 PST
Traffic volume continues to be high and some users are reporting that they cannot connect. Please be patient and if you get an error message, please wait awhile and try your operation again. We are working to improve performance levels.

[Bruce Paine]

For the latest information on iLok.com, please see the following on the www.iLok.com website:

Known Issues

Performance Enhancements and Sync/Repair Updates

June 17 2013 01:15 PST

Updates have been made to the iLok services to enhance performance and stability. Sync/Repair also has additional changes. The updates were to our server so you do not need to download and install a new version of the iLok License Manager application.

The new improvements make it easier to complete the initial Sync/Repair operation listed below. If you were not able to complete the Sync/Repair previously or have not yet tried to do so, please follow the steps below for each of your iLoks with only one iLok plugged in at at time.

If some of your authorizations (licenses) show as being on your iLok but are not authorizing the software, or if some of your authorizations appear to be missing, this may be caused by a mismatch between the data on your iLok and on our server. Please know that your licenses have not been permanently damaged or removed from your iLok in any way; all of your non-expiring authorizations are still on your iLok and they have not expired.

We now have steps for you to follow to correct the license information and restore your authorizations to their proper state.


IMPORTANT: For the quickest and best result, we recommend going through these steps with each iLok individually, with ONLY that iLok plugged in.

The first generation iLok is not as speedy as the second generation iLok; please be patient as this type of iLok will take longer and the process may seem slow or like nothing is happening. Don’t quit the process, leave it alone until it is finished. Seriously! Don’t touch the keyboard.

1. Unplug all iLoks from your computer.
2. Launch iLok License Manager. If you see "operation in progress" immediately upon launching, wait until the message clears before signing in. BE PATIENT. Do not close the application. When the initial operation is finished, sign in.
3. Plug in ONE iLok.
4. Double-click the plugged in iLok in the left-hand location column to open the Details Pane.
5. Click the "Sync/Repair" link, and wait until the process completes. Again, be patient and let it do its job. The progress bar may flicker and at some points it may look like nothing is happening but you need to wait for the confirmation that the process is finished. This may take some time, especially for a first generation iLok.
6. Verify that all expected licenses are now seen on your iLok, or in some cases, a license may be in your account instead of on the iLok.

Repeat steps 3-6 until you have performed a Sync/Repair on each iLok.

As we may have said to you before, we truly appreciate your patience with us through this major release.

[Bruce Paine]

For the latest information on iLok.com, please see the following on the www.iLok.com website:

Known Issues

Performance Enhancements and Sync/Repair Updates

June 18 2013 21:43 PST
Another update has been made to Sync/Repair and we have made additional changes to our services to greatly enhance performance. All updates are on our server, so you do not need to download and install a new version of the iLok License Manager application. This new deployment targets issues that have not been resolved with our previous releases. If your iLok had bundled licenses and/or queued licenses on it, or if you were trying to Sync/Repair a first generation iLok, previous Sync/Repair attempts may have been unsuccessful.

The new performance improvements make it easier to complete the initial Sync/Repair operation listed below. If you were not able to complete the Sync/Repair previously or have not yet tried to do so, please follow the steps below for each of your iLoks with only one iLok plugged in at at time.

If some of your authorizations (licenses) show as being on your iLok but are not authorizing the software, or if some of your authorizations appear to be missing, this may be caused by a mismatch between the data on your iLok and on our server. Please know that your licenses have not been permanently damaged or removed from your iLok in any way; all of your non-expiring authorizations are still on your iLok and they have not expired.

We now have steps for you to follow to correct the license information and restore your authorizations to their proper state.


IMPORTANT: For the quickest and best result, we recommend going through these steps with each iLok individually, with ONLY that iLok plugged in.

The first generation iLok is not as speedy as the second generation iLok; please be patient as this type of iLok will take longer and the process may seem slow or like nothing is happening. Don’t quit the process, leave it alone until it is finished. Seriously! Don’t touch the keyboard.

1. Unplug all iLoks from your computer.
2. Launch iLok License Manager. If you see "operation in progress" immediately upon launching, wait until the message clears before signing in. BE PATIENT. Do not close the application. When the initial operation is finished, sign in.
3. Plug in ONE iLok.
4. Double-click the plugged in iLok in the left-hand location column to open the Details Pane.
5. Click the "Sync/Repair" link, and wait until the process completes. Again, be patient and let it do its job. The progress bar may flicker and at some points it may look like nothing is happening but you need to wait for the confirmation that the process is finished. This may take some time, especially for a first generation iLok.
6. Verify that all expected licenses are now seen on your iLok, or in some cases, a license may be in your account instead of on the iLok. All expired licenses will be moved to your account

Repeat steps 3-6 until you have performed a Sync/Repair on each iLok.

As we may have said to you before, we truly appreciate your patience with us through this major release.

[Bruce Paine]

For the latest information on iLok.com, please see the following on the www.iLok.com website:

Known Issues

License Transfer of Ownership

June 19, 2013 17:00 PST Update
License Transfer issues have also been reported on some orders placed on Mac systems, but not all. We are isolating this issue and advise waiting to place additional transfers if you have one that fails. Please note that if the license you were attempting to transfer is still in your account, you have not be charged for the order. Only an authorization was made on your card.

[Bruce Paine]

For the latest information on iLok.com, please see the following on the www.iLok.com website:

Known Issues

NEW: Additional Sync/Repair Updates

June 19, 2013 23:55 PST
This update of Sync/Repair targets issues that last night's version did not resolve. Again, this update was on our server code, so you do not need to download and install a new version of the iLok License Manager application. If your iLok had bundled licenses and/or queued licenses on it, or if you were trying to Sync/Repair a first generation iLok, previous Sync/Repair attempts may have been unsuccessful.

If you are having a problem with an iLok or a license, please follow the steps below for each of your affected iLoks. Make sure to have only one iLok plugged in at a time.

Please use the following steps to perform a Sync/Repair operation.


IMPORTANT: For the quickest and best result, we recommend going through these steps with each iLok individually, with ONLY that iLok plugged in.

The first generation iLok is not as speedy as the second generation iLok; please be patient as this type of iLok will take longer and the process may seem slow or like nothing is happening. Don’t quit the process, leave it alone until it is finished. Seriously! Don’t touch the keyboard.

1. Unplug all iLoks from your computer.
2. Launch iLok License Manager. If you see "operation in progress" immediately upon launching, wait until the message clears before signing in. BE PATIENT. Do not close the application. When the initial operation is finished, sign in.
3. Plug in ONE iLok.
4. Double-click the plugged in iLok in the left-hand location column to open the Details Pane.
5. Click the "Sync/Repair" link, and wait until the process completes. Again, be patient and let it do its job. The progress bar may flicker and at some points it may look like nothing is happening but you need to wait for the confirmation that the process is finished. This may take some time, especially for a first generation iLok.
6. Verify that all expected licenses are now seen on your iLok, or in some cases, a license may be in your account instead of on the iLok. All expired licenses will be moved to your account

Repeat steps 3-6 until you have performed a Sync/Repair on each iLok.

As we may have said to you before, we truly appreciate your patience with us through this major release.