Still disconnecting from Pace authorization and I-lock

[cvicente22]

Hi Folks,

USB device related issues are not new to macOS or even Windows. Starting with a general approach and this behavior occurring with only select users, our recommendation is be to begin troubleshooting with the same steps Apple provides its users. The following link will take you there:

https://support.apple.com/guide/mac-...-mchlp1641/mac

The following link is a more in-depth, user-created checklist of things to try if USB devices are not working properly on macOS:

https://macpaw.com/how-to/fix-usb-ports-on-mac

If above general USB suggestions do not provide helpful, try a complete uninstall and fresh reinstall of our License Support components. The issue could be misinterpretation as an iLok USB issue with the actual issue having to do with our License Support component not functioning properly.

The latest License Support installer available from the front page of iLok.com includes and uninstaller application as well as installer for License Support.

If fulfilling the above recommendations do not help, have the user visit the iLok Help site (link below) for further help. There may be an issue with the iLok USB itself and a replacement may be needed. The iLok support team will work with the user to verify if that is the case guiding them to the next step of the process as needed.

https://help.ilok.com/

[dr sound]

We have found intermittent issues with USB on a Mac Studio M1. What we did is get a Powered USB Hub and plugged our ILok and any other USB devices in it.It did the trick. We have had zero issues with ILOK or any other USB devices after that.

[Leverson]

Interesting, thanks Marti, I'll try that and see if it helps. I've got a powered USB 3.0 hub here. I've always thought the preferred advice was to plug the iLok directly into the computer's USB and avoid going through docks or hubs with it, but I'll see if this solves the issue.

I did try swapping out the iLok from one of the Mac Studio's built-in USB-A ports to the other one, and it didn't solve the problem. The peripheral I've had in the other USB-A port has never seemed to have any issue though, which is why I originally wondered whether it was an Apple USB port issue or an iLok issue.

In the text of the error that pops up is:
"Encrypted Channel Bad Channel ID"

[Leverson]

Just following up to my last post on this, plugging the iLok into a powered USB hub didn't help, in fact it seemed to make the problem worse/more frequent. Again, none of the other peripherals in the hub seemed to suffer any dropouts or disconnects, just the iLok.

I just bought a new USB-C version of the iLok key, seeing if this makes any difference. Will report back.

[pm mastering studio]

I am not seeing any problems (for now) within my setup : Mac Pro M2 Ultimate Sonoma 14.4, HDX in PCI slot and my iLok 3 USB-C/thunderbolt plugged in right into the USB-C port of the MacPro itself.

Same thing on my MacStudio M2 Ultra with Sonoma 14.4 (also iLok 3 USB-C/thunderbolt)
Haven't stressed my Carbon on the MacStudio yet but connecting with the avid Carbon Central can take a looooong time:O(

hope this can help ...


with kind regards

[smurfyou]

I have not seen this on a Mac Studio M2 Max.

MacOS Ventura 13.6
PT 2023.9

My 2nd Gen iLok is plugged into a powered hub.

I've no idea why this seems to be affecting other users with the same or similar setup.

[pm mastering studio]

Originally Posted by smurfyou

I have not seen this on a Mac Studio M2 Max.

MacOS Ventura 13.6
PT 2023.9

My 2nd Gen iLok is plugged into a powered hub.

I've no idea why this seems to be affecting other users with the same or similar setup.

You wont see this behavior as you are not on Sonoma 14.4.1 os version

[smurfyou]

Originally Posted by pm mastering studio

You wont see this behavior as you are not on Sonoma 14.4.1 os version

Different issue. Check the other posts in this thread - they all cite Ventura.

[Leverson]

Just to follow-up on here, changed over to a brand new USB-C version of the iLok key and currently have it plugged into one of the USB-C slots on the Mac Studio and I'm still having the 'authorization required' disconnect error. It's back to what it was originally which is randomly about once a week. But changing the iLok key out to a new one didn't help. Still no clue what could be causing it. Frustrating when it happens though as it forces a quit.

[cvicente22]

Hi Leverson,

Can you check this links as well to troubleshoot your issue? This was what I got from iLok when I raised this concern to them.

https://macpaw.com/how-to/fix-usb-ports-on-mac

https://support.apple.com/en-ph/guid.../mchlp1641/mac

If above general USB suggestions do not provide helpful, try a complete uninstall and fresh reinstall of our License Support components. The issue could be misinterpretation as an iLok USB issue with the actual issue having to do with our License Support component not functioning properly.

The latest License Support installer available from the front page of iLok.com includes and uninstaller application as well as installer for License Support.

If fulfilling the above recommendations do not help, have the user visit the iLok Help site (link below) for further help. There may be an issue with the iLok USB itself and a replacement may be needed. The iLok support team will work with the user to verify if that is the case guiding them to the next step of the process as needed.

https://help.ilok.com/