They have specialised diagnostic tools that enable them to access even very damaged iLoks to determine what licenses are on the broken iLok. The broken iLok will need to be sent back to iLok in the US.
Once you have tried everything and the iLok is still not working, then you will need to start an RMA procedure with iLok themselves. However, the new iLok3s are fully USB3 compatible. If you are using an iLok2 and the computer has USB3 ports then check out our story on what to do. If the iLok is connected to your computer via a USB lead, try a different lead. If it is plugged into a USB hub then first try a different port on the hub and then try bypassing the hub and plug the iLok directly into a USB port on your computer. Try the iLok in a different USB port on your computer. Whilst this can be the sign of a broken iLok, it may be another problem so there are several things to try first, which will also help to determine if the iLok is indeed broken. Typically, if an iLok isn’t accessible, it won’t light up or the LED blinks or is intermittent. iLoks are incredibly valuable especially when you have a lot of software and plug-in licenses on them and so it is best to look after them carefully but when the unthinkable happens then this is what you should do. In this article, we are going to take a look at what you should do if an iLok is broken, lost or stolen.
