In the unlikely event that you've lost or damaged your iLok Dongle or your computer has crashed or has become inoperable, one of your activations might be temporarily lost. Follow the steps outlined below depending on your scenario to recover your license(s). 

Lost or Damaged iLok USB Dongle

  1. Report your iLok Dongle as lost or stolen by contacting PACE/iLok here . 
  2. Complete the PACE RMA process.
  3. Contact us and provide your PACE/iLok RMA Number assigned to your case along with your iLok Username.
  4. Your old licenses will be revoked and new ones will be deposited.

Lost or Damaged Computer

Machine Reset Request

If your license was activated to your computer’s hard drive and that machine is no longer accessible or operational, you can initiate an automatic Machine Reset directly in iLok License Manager and recover your MixWave license automatically. Note that PACE allows up to two automatic resets per iLok account every 12 months.

  1. Open the iLok License Manager  application.
  2. Right-click on the machine that is no longer accessible.
  3. Select "Report as Unusable".
  4. Submit the request

If you’re eligible for an automatic reset, your license will be immediately recovered. If you've already used both automatic resets, our support team will automatically be notified and will manually review your request within 24-48 hours.

Reset Cloud Session

If your license was activated to iLok Cloud on a computer that is now inoperable, you will need to reset your iLok Cloud Session.

  1. Open the iLok License Manager  application.
  2. Go to File > Close All Cloud Sessions.
  3. Then, start a new cloud session by going to File > Open Your Cloud Session.

You'll now be able to reactivate your license to iLok Cloud on your new computer.