I have recently updated this article to reflect updated policies by PACE regarding iLok’s “Zero Dowtime” and loss coverage programs.

What is an iLok?

iLok is a physical software authorization key in the form of a USB dongle. Software licenses are placed on the iLok and compatible programs (mostly professional media creation tools) look for the authorization upon startup. This was an early tool to help prevent software piracy.

As with most piracy prevention tools it typically hurts the legitimate user more than the pirate. If your software key breaks, then you are out of luck until you can get a replacement shipped to you. PACE, the creators of iLok have done a great job in recent years making sure that customers always have access to their tools and software. There once was a time when a studio could be offline for weeks due to faulty or broken iLok keys, essentially turning production workstations into nothing more than a doorstop. It also use to be a lot harder to get the software manufactures to issue a replacement product key without having to re-purchase software. Thankfully, these are all things of the past.

Replacement

If you find yourself locked out you can be up and running within a few hours if you act quickly. You will need to submit a RMA with PACE for a replacement iLok on their website. The broken iLok will need to be shipped back and they will send you a replacement with loaded licenses. This process can take up to 12 business days due to the shipping process. You will also be required to purchase a new iLok and pay a RMA processing fee.

It’s great that we have the confidence that we get our licenses returned to us but what if you can’t afford to have the studio closed for two weeks? Luckily, the process has been streamlined over the years and if you are willing to shell out the money then you will be up and running in no time. At the time of submitting an RMA you will have the option to join the “Zero Down time” program. This is acts as an insurance policy for your iLok. The cost is $30 per year, per iLok. You will need to join the ZDT program and then additionally pay a $100 expediting fee to get you current broken iLok covered by your new insurance policy. Yes, that s right! Pay $100 and there are no “pre-existing conditions”.

After you have submitted RMA, joined ZTD, and paid the balance, PACE will deposit a 14 day temporary license into your account. This will allow you to authorize whatever software you need to run. A secondary iLok will be required to dump the temporary license onto so its always a good idea to have a spare iLok laying around. There are other ways around this such as using PACE’s software manager to authorize the computer itself but for simplicity sake it’s much easier just to have a spare iLok key in the event of an emergency. This 14 day temporary license will get you buy until you receive your new repaired iLok in the mail. At that time you will just switch back over to your primary iLok. More information on PACE’s zero dowtime program can be found here.

Prevention

There’s no doubt that the recovery process is much easier than it used to be but what can we do to prevent it from happening all together? One of the most common issues i see with broken iLoks is just from basic wear and tear from constantly removing in and out of USB slots. You can see this same type of damage happen with USB flash drives. Although the iLok is build more sturdy than your average thumb drive, it still won’t take much to render it useless.

To prevent dongles such as iLok from breaking I always recommend adding a cheap USB pigtail to your device. A short 6″ USB extension cable can be added so that all the normal wear and tear will be placed on the pigtail rather than the USB drive itself. Having a pigtail also helps on laptops where USB drives are commonly broken off from being stuck in a rigid port. Male to Female extension cables can easily be found and it’s a worthy investment for under $10.