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* WARNING * - Do NOT install new iLok software!
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Simon Morrison
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#1
10th June 2013
Old 10th June 2013
  #1
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* WARNING * - Do NOT install new iLok software!

Do NOT synchronize your iLok(s)!

iLok (PACE) performed a database update this weekend that *invalidated* a significant number of VALID permanent licenses.

This issue affects thousands of users.

If you install the latest iLok software, and/or synchronize your iLok(s), you risk losing permanent licenses - they will be converted to "Temporary".

Software with "Temporary" licenses will NOT AUTHORIZE, and CANNOT BE USED!

DO NOT INSTALL THE LATEST SOFTWARE.

DO NOT SYNCHRONIZE ANY OF YOUR iLOKS.

Licenses from the following companies are known to be affected:
• Abbey Road
• Antares
• Avid (Pro Tools)
• Celemony (Melodyne)
• Eventide
• Flux
• McDSP
• Slate Digital
• Sonnox
• SoundToys
• Waves

iLok (PACE) is aware of this issue.

Please visit https://www.ilok.com/knownissues.html for the latest update.

________________________________________________________________

UPDATE: June 25, 2013 14:00 PST

This warning is no longer in effect.

The iLok (PACE) license database issues have been resolved.

The iLok License Manager software is working as expected.


Known Issues:

Problem: Installation of iLok License Manager software fails
Solution: Un-install all previous versions of iLok/PACE software first, then re-install iLM
*** Restart your computer after installing iLok License Manager

Problem: After restarting the iLok is not visible in iLok License Manager or your DAW
Solution: Un-install all previous versions of iLok/PACE software, then re-install iLM
*** Restart your computer after installing iLok License Manager

Problem: Licenses missing from iLok
Solution: Perform a Sync/Repair in iLok License Manager
*** If this does not work, contact iLok (PACE) directly: https://www.ilok.com

Problem: Unable to transfer license
Solution: Contact iLok (PACE) directly: https://www.ilok.com

For ALL unresolved iLok support issues, contact iLok (PACE) directly: https://www.ilok.com

Un-install Procedure

Mac
1. Open the LicenseSupportInstallerMac_v2.1.0 disk image: http://installers.ilok.com/iloklicen...stallerMac.zip
2. Run the "Uninstall License Support" application
3. Drag the following items (if present) to the Trash:
• Macintosh HD > Library > Preferences > com.paceap.eden.clientdb.v1.01.sdb
• Macintosh HD > Users > your_user_name > Library > Caches > com.paceap.iLokLicenseManager <- folder
• Macintosh HD > Users > your_user_name > Library > Preferences > com.paceap.iLokLicenseManager.plist
4. Restart your Mac

Important: in Mac OS X 10.7 (Lion) & 10.8 (Mountain Lion) your User Library folder:
Macintosh HD > Users > your_user_name > Library
is hidden by default.

Here is how to reveal your User Library folder:
1. Select the Finder from the Dock
2. On the menu bar, at the top, click Go to reveal the drop-down menu
3. Press and hold down the Option key (marked ALT) and you will see the Library folder appear
4. Scroll down and select the Library folder
5. Your User Library folder (Macintosh HD > Users > your_user_name > Library) will now appear on the Desktop

Windows
1. Select and uninstall all programs beginning with "PACE":
• Windows XP: How to change or remove a program in Windows XP
• Windows Vista: Uninstall or change a program
• Windows 7: Uninstall or change a program
• Windows 8: Uninstall or change a program
2. After uninstalling each program, restart the computer
3. Delete the following items (if present):
- C:\Users\your_user_name\AppData\Local\PaceAP <- folder
- C:\ProgramData\PACE <- folder



________________________________________________________________


UPDATE: August 17, 2013 14:30 PST

A new version of iLok License Manager is now available: https://www.ilok.com/ilm.html

Here are the release notes:

"The new version (2.2.0) contains fixes for badly configured or damaged Ethernet hardware, improved error messages, and corrections for percentage-full figures for iLoks. If you are experiencing long timeouts on a Mac or have licenses that are not working on a 2nd generation iLok on Windows, be sure to download and install this new version."



________________________________________________________________


UPDATE: October 9, 2013 20:35 PST

A new version of iLok License Manager is now available: https://www.ilok.com/ilm.html

Here are the release notes:

"The new version (2.2.2) includes performance and user interface improvements, and fixes for rarely seen issues related to surrendering licenses and moving licenses between iLoks with the same name."

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#2
10th June 2013
Old 10th June 2013
  #2
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Wow! Would you happen to know if Slate Digital plugs are affected? I do have my Melodyne license on my iLok so thanks for the heads up.
#3
10th June 2013
Old 10th June 2013
  #3
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My Slate plugins were not affected. A bunch of others were, though. I'm currently talking to Pace via email. Hopefully it will be resolved soon.
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#4
10th June 2013
Old 10th June 2013
  #4
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Wow really? I just bought my ilok this weekend, and made to register it before the maintenance. I hope they'll fix it ASAP


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qua
#5
10th June 2013
Old 10th June 2013
  #5
qua
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Unfortunately, I had to move some licenses around to work between machines and unknowingly rendered my Melodyne license useless! I've contacted them and I hope this gets sorted very quickly. I'm on a deadline!!!!
TNM
#6
10th June 2013
Old 10th June 2013
  #6
TNM
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wow thanks was about to do it as it looks so cool and user friendly!

I bought an ilok license a few days back and apparently it will be there to download but that would involve syncing my ilok (with around 70 licenses including ones from all the companies you mentioned bar waves as i am on V9)

so i guess i am going to have to wait much longer to use my decapitator LOL. Oh well.

Thanks for the heads up really appreciate it.

I noticed on the website there is only one download now, the license manager..

have they stopped providing a separate driver? I don't have any ilok stuff installed on my other machine yet as it's a fresh install but i am installing my plugins, well planned to, today.. but i won't be able to use them without a driver as the ilok itself won't work...

all i need is that old "macexts" file for now. Any ideas?
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qua
#7
10th June 2013
Old 10th June 2013
  #7
qua
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Quote:
Originally Posted by TNM View Post
have they stopped providing a separate driver? I don't have any ilok stuff installed on my other machine yet as it's a fresh install but i am installing my plugins, well planned to, today.. but i won't be able to use them without a driver as the ilok itself won't work...

all i need is that old "macexts" file for now. Any ideas?
I would hold off. I'm sure they will sort it out quickly and I can't imagine them supporting the older driver as it's nowhere to be found on the site.

I'll post back when my issue has been resolved.. I just hope they planned ahead and put extra staff on after this weekend of "maintenance"!
#8
10th June 2013
Old 10th June 2013
  #8
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Interesting... I just saw this, I have already installed stuff and apart from some temporary license being no longer on their ilok that I had installed it in (they were in available and just required a drag), I didn't have any problems and I have from quite a few manufacturers... no celemony stuff though.

My soundtoys or antares stuff were not affected......
rsp
#9
10th June 2013
Old 10th June 2013
  #9
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I did a quick check and it seems I'm lucky enough to have "only" Sonnox and Flux:: plugins not working at the moment.
#10
10th June 2013
Old 10th June 2013
  #10
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New AAX McDSP plugins work ok, the licenses are still "license", not temporary. An old McDSP V4 license was converted to "temporary" and it probably doesn't work. My Sonnox licenses have been converted to "temporary" and they don't work.
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Tui
#11
10th June 2013
Old 10th June 2013
  #11
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Simon, thanks much for the heads up.
#12
10th June 2013
Old 10th June 2013
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Wow, pace. Way to screw this up big time...

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#13
10th June 2013
Old 10th June 2013
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Quote:
Originally Posted by Tui View Post
Simon, thanks much for the heads up.
Yes indeed, thanks very much.
#14
10th June 2013
Old 10th June 2013
  #14
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It wont let me register a new ilok either!!
#15
10th June 2013
Old 10th June 2013
  #15
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ouch.
i'm glad i'm super pessimistic when it comes to computers and let the others do the beta testing for me.
i kinda expected it wouldn't be hassle-free on day one.
#16
10th June 2013
Old 10th June 2013
  #16
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I can't say this increases my love for iLok...

You probably only get them back if you have ZDT
#17
10th June 2013
Old 10th June 2013
  #17
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* WARNING * - Do NOT install new iLok software!-screen-shot-2013-06-10-09.38.00.jpg Name: Screen Shot 2013-06-10 at 09.38.00.jpg Views: 2761 Size: 47.1 KB ID: 348755" style="margin: 2px" />
screenshot from trying to deposit a demo license from Sonnox website

We can't even use 15 day demo to get a temporary access to Sonnox plugins until they fix the problem.
Tui
#18
10th June 2013
Old 10th June 2013
  #18
Tui
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Quote:
Originally Posted by jacko View Post
Views: Size: ">Attachment-IRJDSUNE9932123321222xxeww-348755
screenshot from trying to deposit a demo license from Sonnox website

We can't even use 15 day demo to get a temporary access to Sonnox plugins until they fix the problem.
This is from Sonnox..? The writing isn't even in English.
#19
10th June 2013
Old 10th June 2013
  #19
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Quote:
Originally Posted by Tui View Post
This is from Sonnox..? The writing isn't even in English.
how is it not?
Tui
#20
10th June 2013
Old 10th June 2013
  #20
Tui
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"communicationg"..?

Perhaps Sonnox has moved from Oxford to Nigeria.
#21
10th June 2013
Old 10th June 2013
  #21
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Thanks for letting us know. I'm not surprised to be honest.
#22
10th June 2013
Old 10th June 2013
  #22
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Quote:
Originally Posted by Tui View Post
"communicationg"..?

Perhaps Sonnox has moved from Oxford to Nigeria.
Well spotted!

Moving back to the main topic - I have submitted support tickets to both ilok and Sonnox. I'll post here as soon as I get an update.
#23
10th June 2013
Old 10th June 2013
  #23
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There is another issue: expired demo licenses are greyed out and they cannot be moved between iloks assigned to the same account.
wo1
#24
10th June 2013
Old 10th June 2013
  #24
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Oh well...

My Slate Digital Trigger Platinum license converted to temporary license.

Can we sort it out downgrading software to previous Pace drivers?
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TNM
#25
10th June 2013
Old 10th June 2013
  #25
TNM
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Quote:
Originally Posted by qua View Post
I would hold off. I'm sure they will sort it out quickly and I can't imagine them supporting the older driver as it's nowhere to be found on the site.

I'll post back when my issue has been resolved.. I just hope they planned ahead and put extra staff on after this weekend of "maintenance"!
right i realize that but if i HAVE the old driver installer that someone must have somewhere, i can still plug my ilok in and everything works.. just not syncing and stuff... but i just need the driver for the mac to know what the device is.

I wonder if i install the new thing it will install the driver and i just be careful not to sync or have a net connection whilst i open it for now
#26
10th June 2013
Old 10th June 2013
  #26
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according to the iLok website, the iLok License Manager application from the Download page includes the iLok driver/extensions.
#27
10th June 2013
Old 10th June 2013
  #27
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Quote:
Originally Posted by jacko View Post
There is another issue: expired demo licenses are greyed out and they cannot be moved between iloks assigned to the same account.
That could be a change in policy?
#28
10th June 2013
Old 10th June 2013
  #28
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holy sh*it thanks for the info, I will not update!!!

Anyway, that's why I don't like ilok and usb antipiracy sticks in general. This issue is really serious. O_o
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#29
10th June 2013
Old 10th June 2013
  #29
Qha
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My 3 day experience with Pro Tools & ilok:

- I buy Pro Tools on friday
- A new toy, yay, let's install!
- nope, dvd installer incompatible with Mountain Lion
- Let's download!
- nope, ilok.com is down so I can't register my product online
- Let's wait for saturday then, nope, they scheduled it to sunday midday
- they failed that too, let's wait for monday
- now I finally got it installed, let's put licence on the ilok!
- "operation in progress" for 10minutes?, "connection lost"?
- pressing "activate" doesn't do anything, can't activate the licence then. alright, let's see in a week or something.. or maybe I just throw this thing against the wall.
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#30
10th June 2013
Old 10th June 2013
  #30
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Agreed...luckily I just updated/moved my licenses before, I imagined it was possible to have some problems and I wanted to be sure to have my iLoks updated just before.

They are always very obscure..big changes, and they change their policies and other things we don't know. They had a huge downtime, much longer than expected, and what they created is worse than before.

Personally I think the previous system was excellent and more secure because it was web based..no need to install any client platform dependent, everything online and compatible from almost any computer with a browser.

Now I have a licence waiting to be downloaded and I need to move two more licenses between my own two iLoks...and I can imagine how long it will take for them to fix all the problems they'll have with such a change and all the old licenses. My feeling is that they accumulated a mess during the years and are now trying to sort it out...unsuccessfully
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