The team at iLok have asked us and other outlets to share this with our community:
Dear iLok User Community,
We have let you down and we know it. We could have done a better job communicating that we were hard at work to fix the issues some of you have been having and for that we are truly sorry.
We handle tens of millions of licences for users, some stretching back over a decade with legacy code. Whilst we have worked to ensure a seamless transition, some issues occurred.
We are currently finishing the data migration to address each of the affected licenses. This should totally complete in the next three hours. The data change will happen in the background, and the resolution may not happen for each license in your account at the same time. It is a “first in - first out” change, so older licenses across all iLok accounts will be finished prior to newer ones. By the time you receive this, your licenses may already be fully migrated.
The following are updated steps for solving the temporary license issue:
Steps you need to take once you see the license type of “License” instead of “Temporary”:
- If your iLok with the license had not been seen by the server, just the updating of the database record for your license will take care of the issue.
- If your iLok had been seen by our server and your license is no longer working, please plug in the iLok and deactivate each of the affected licenses. To do this, open the Detail pane, then select the license from the license grid at the top. Choose the Deactivate link. Once the licenses are deactivated, you may then activate it to any allowed location.
If you are still experiencing difficulties please use this link to contact us and we will work with you to fix your issues. We are monitoring our support tickets closely during extra long hours to right matters.
We appreciate your continued support.
The iLok.com Team
As the letter says, for users who are still having issues, please use the link above to contact their support team.