iLok Customer Service Issues

I have not received my "physical iLok USB hardware key" from the company (Muse Research) that I purchased it from. Despite contacting iLok through their online support, they have informed me that there is no support to provide me with the key I never received. The product in question is crucial for my "Receptor Qu4ttro" device. When communicating with "Ms. Katie" via email, she consistently mentioned that there is no warranty for products bought through third-party resellers. I have requested for my concern to be escalated to upper management for a proper resolution, but my request was denied. As a registered account holder and purchaser of the iLok product, I believe I deserve a resolution rather than being told to purchase a new unit at full price. I find these business practices unfair and believe that customers should have more options. I will update on the situation if there are any developments. Thank you, Get Human!

Yesterday, I had no issues using ProTools, but today, I encountered an error with my perpetual license through iLok. The error message states that the authorization experience was found, but the wrapper couldn't verify it. I attempted to fix this by deactivating my licenses in iLok Manager and opening a cloud session, but it abruptly stops, indicating that it's open on another device. Strangely, I only use ProTools and iLok on this computer, so I don't understand why iLok is detecting another session elsewhere. I've reinstalled iLok Manager, but the issue remains unresolved. I have an important project due tomorrow, and it's crucial I get this issue fixed promptly to complete my work. Any advice on resolving this would be highly appreciated.

I'm currently unable to access my email account [redacted] I have created a new email account and need to update my information. Additionally, I have forgotten my username and password for my ilok account. I recently updated my Mini Mac for [redacted], and it is connected to my Mac Mini but I am not hearing any sound through my monitors. Although the sound appears to be coming through my Apollo Twin, it is not reaching the monitors. I am encountering an issue while creating a session - it states "could not complete your request because file or folder not found for -4" when attempting to create a beat folder. I require assistance with these technical challenges so I can start recording effectively.

I bought Pro Tools from Sweetwater and downloaded all the software as well as the iLok License Manager. It's asking for a code to redeem, but I haven't received any emails with a license code. It's been a full business week since I purchased iLok. I've watched tutorial videos and called multiple customer services that directed me here. I would greatly appreciate any help anyone can provide.

Hi there, I purchased a subscription on Soundsonline two days ago. To access it, I downloaded ILOK and registered with my user ID and email. Everything seemed fine until I tried to authorize my license on ILOK using the Installation Center from Soundsonline. Here's where the trouble began. I found that ILOK is using my email as my user ID without giving me the option to input a different ID. I even tried creating a new ILOK account with a different user ID, but it still showed the incorrect information. I attempted to fix this by entering my email as the new user ID, but it said "already used." While my downloaded ILOK License Manager displays the correct details, the issue arises when I have to log in online via Soundsonline's Installation Center. It seems like a frustrating system glitch where I'm stuck with the wrong user ID. Can someone please assist me with this problem?

I am a user of macOS Sierra 10.12.6, Logic Pro X, Gobbler (SSL, Slate Digital, McDSP), and iLok. Recently, I encountered a 'Fatal Error' message when opening a project in Logic, which led to issues with my Gobbler plugins. Additionally, I am unable to access my iLok License Manager due to a 'Software Component Unavailable' error. Despite attempting solutions like downloading the latest software versions, changing USB ports, and rebooting, I have been unable to resolve the problem. This has been ongoing for a week, impacting my ability to work on a client's album. I am seeking urgent assistance to fix these issues as soon as possible.

Around 6 months ago, I purchased my first iLok USB for running music production software. After registering it and setting it up with the license manager, I loaded all my purchased software licenses onto it and have been using it without any issues. However, today when I tried to add new items to my iLok, I encountered a message saying that it is registered to a different user. I suspect this might be because when I initially registered my iLok, I used a different username or created a second one by mistake, causing a mismatch. My USB iLok is named iLok_2947DF (002947DF). The account name I used is Thecolor42. The email associated with my account is [redacted] If I used a different username, it might be linked to [redacted] or [redacted] Any assistance would be greatly appreciated.

Hello, I have the iLok software installed on my PC and Notebook. Unfortunately, I had to reinstall Windows on my Notebook and cannot access the system to uninstall the iLok manager. Is it possible to reinstall Windows without uninstalling iLok Manager beforehand on the same Notebook? I am unable to deactivate the license from my PC, but I have found some license information on my Notebook. Activation Code: [redacted] Location: MARTIN-PC - Active Date of activation: 16.11.[redacted] 21:16 Could you please deactivate this license for me? Alternatively, is it okay to reinstall it on the same Notebook with a fresh Windows installation? Any assistance you can provide would be greatly appreciated. Thank you and have a pleasant day. Martin S.

I recently installed Pro Tools perpetual less than a month ago, my payment has been processed, and I haven't made any changes since then. Today, when I attempted to record from the session, the software couldn't find any licenses, leaving me unable to proceed. I've tried re-activating everything without success. This is becoming frustrating as I have looming deadlines to meet for my publishing company. It's frustrating not to have a direct support number to call for immediate assistance. I hope to resolve this problem swiftly so I can resume my work efficiently.

I recently bought ProTools perpetual for school, but it's not appearing on my iLok. I'm concerned it might be linked to a different iLok account I can't access. I can't locate the activation code to add it to my current iLok account under the username jcmadden. My email for my Avid account is [redacted], which I think is associated with my iLok too. I'm unsure how to proceed as ProTools prompts me to input the activation code when I try to open it.

Hello, I'm Daniel. I am from France, so English is a bit challenging for me. At the end of January, I ordered the Synthogy Ivory Studio grand piano from Thomann's store in Germany, and I received the license code. However, when I tried to enter the code on iLok for the cloud session, I faced difficulties. Every time I enter the code in capital letters, it shows up in lowercase, leading to an error message. Thomann's support team tried to assist me but was unable to resolve the issue. They suggested reaching out to Synthogy and your support team. I received an email from you on 16/02/21 regarding my username verification. I have a busy schedule and couldn't contact you earlier due to work commitments. I hope you can assist me as more products I wish to purchase also use iLok. Thank you for your help. Best regards, Daniel K. +33 6 87 84 30 72 (France)

Hello, I am experiencing difficulties with my iLok account. I have downloaded the Composer Cloud, including some libraries, but I am facing issues activating them. When attempting to activate the license, it redirects me to an old iLok account that I am unable to access as I cannot recall the associated email. I have another email, but for some reason, it does not display. How can I go about resolving this matter?

I have successfully installed the software, but it still shows as a demo version with an expiration date. Despite trying to activate it with the code provided during purchase, it's not working as expected. I followed the manufacturer's instructions to change it without success. I have also contacted customer service for help. Sincerely, AM --- I successfully installed the software, but it still shows as a demo version with an expiration date. I attempted to activate it with the code provided during purchase, but it didn't work. I followed the manufacturer's instructions without success. I have reached out to customer service for further assistance. Best regards, AM

I purchased the 'Helium' sound library from Expressivee.com for Falcon by UVI. After downloading, placing it in the correct UVI folder, and registering it, I am experiencing issues with activation. Despite my attempts to activate 'Helium' through Expressivee's portal, it remains unactivated. I've been in contact with Expressivee, who redirected me to ILOK for activation assistance. Unfortunately, I am unable to reach ILOK for support without a specific type of account with them. I am hopeful to confirm with ILOK if the activation code was valid and if they received it. I have an open tech support ticket with UVI awaiting a response to resolve this issue.

I acquired an iLok with my ProTools software a few years ago, but unfortunately, I misplaced it. Subsequently, I obtained a new iLok and am trying to transfer the license to it. Regrettably, I encountered an error message in the iLok License Manager preventing me from completing the transfer without the old iLok. Despite my attempts to contact ProTools for assistance, I have been unable to do so due to expired pro support coverage. I am keen on resolving this issue as I prepare for a new job and enhance my ProTools skills. My iLok ID is faizkhan92. Please contact me at [redacted] or via email at [redacted] Additionally, my ProTools email is [redacted] Thank you.

Hello, I am Samuel Maruntel, and my registered email is [redacted] with the username smarunt79. I am experiencing difficulties activating my software, particularly iZotope. Additionally, there is a computer named Samuel's MacMini (2) on my account that is no longer accessible, and I am unable to remove it. Could you please assist by removing all my devices, serials, and activations to start fresh? I intend to reactivate only the necessary ones. This way, I aim to maintain a clean and organized account. Thank you in advance.

Hello, Thank you for your time! I recently purchased a second-hand iLok USB. However, I encountered an issue when trying to add or remove licenses as I received the following message: "The iLok USB "iLok_19C17C (0019C17C)" is registered to a different iLok account. You cannot operate on this iLok USB." I'm wondering how I can unlink the previous account from the iLok USB to use it myself. Do I need to connect the iLok USB to the original computer with the source account to do this? Unfortunately, due to the distance the iLok USB was sent from, I cannot physically connect it to the original computer. Is there any way to reset the iLok so I can add my own licenses? I still have contact with the seller. Can anything be done from their iLok account on their computer without the physical iLok USB? Thank you!

Hello, I am reaching out from Dublin, Ireland seeking assistance with a technical issue. I recently downloaded the trial version of the Neural DSP Tone King Imperial Mk ii plugin and it is functioning well as a standalone application. However, I encounter an error message when attempting to use it with Pro Tools on my [redacted] MacBook Pro, which is operating on the latest OS, Catalina. The complication may stem from the fact that my partner purchased the MacBook, Pro Tools, and iLok subscription, all registered under her name and email address: [redacted] I had an iLok account associated with my previous iMac, but I am unable to link the plugin to it despite my efforts. Given the urgency of completing six tracks before the end of May, any guidance or support you can provide would be greatly appreciated.

I recently reset my password, but now I'm having trouble signing in. It's likely that I forgot my password. When I try to reset it again, I receive a message saying my email isn't part of the iLok system. I might have attempted too many logins. Additionally, I can't seem to locate my physical iLok. I would prefer not to have to be constantly online to use my plugins. Can I register online now and then add the physical iLok later so that both methods will work? I anticipate needing to mix offline frequently.

Hello, I submitted a request to reset 4 plugins - Excalibur, PhoenixVerb, R2, and Xpand!2 a week ago, but I am still unable to use them. My computer had some repairs done recently, including a logic board replacement. In my iLok License Manager, I see 3 devices listed, but I can only access the device labeled Mac(4), which doesn't have any plugins downloaded or activated yet. I've reported the other two devices as unusable and would like assistance transferring the plugins to my new device. Thank you for your help.