Recently when using the iLok License Manager on my Mac Pro cheese-grater running macOS Mojave 10.14.6 when logging in or trying to access my iLok I got one of two ServerUnexpectedException errors. In this article, we explain how to resolve these errors and get access to your iLok again.
I was moving a license from my iLok account onto one of my iLoks when the iLok License Manager threw up an error saying that the transfer had not completed. When I looked in my iLok account the license wasn’t there, but when I checked my iLok it reported it was there.
However, when I tried to move another license I got this error…
An Error Occured During This Operation. ServerUnexpectedException: Caught an exception from a DB query.
I then quit the iLok License Manager app and restarted and when I tried to sign in, I got this error message…
An Error Occured During This Operation. ServerUnexpectedException: Database commit failed.
I tried restarting the computer, reinstalling iLok License Manage, but to no avail. I still ended up with these errors.
One piece of good news is my software including Pro Tools could still see the licenses on my iLok, I just could not manage any of my licenses.
Having searched Google without success, I reached out to iLok support having also worked through their FAQs with finding an answer.
In my support request, I said…
When I run ILM and try and sign in I get one of these error messages. "An Error Occurred During This Operation. ServerUnexpectedException: Database commit failed." or "An Error Occurred During This Operation. ServerUnexpectedException: Caught an exception from a DB query." I have uninstalled and reinstalled ILM, tried different USB sockets on my computer but to no avail. Can you help, please? The light on the iLok is lit. Thanks. Mike
I also provided them with the version of the macOS I was running. I sent the email at 3:31 pm UK time, which was 7:31am PDT, having noted that iLok support was open from 9am to 5pm PDT.
I received a response at 5:07pm UK time - 9:07 am PDT, so 7 minutes after they had started work with an answer, saying…
Hello,
1) Download the following file from us: (A Dropbox link was provided for me to download the file)
IMPORTANT: This script should only be used for this incident. Using it to try to resolve another issue may cause undesirable results with your licenses and the iLok License Manager application. The script should be deleted once this issue has been resolved.
2) Unzip and launch the script
3) Follow its on-screen instructions
The client database on Macintosh will be reset after completing this step.
Let me know if the problem persists.
Best Regards,
I followed the instructions and ran the script following the instructions each step of the way. When I restarted the computer and restarted iLok License Manager, all was well, I could access my iLok account and my iLok and continue to transfer the other 2 licenses from my account to my iLok.
Job done.
Thank you to the iLok support team for a very speedy response. I did not pull any strings, I used the system as a normal user, and I had a response with 7 minutes of them opening the support line for the day. That’s what I call service.