* WARNING * - Do NOT install new iLok software!

[Gamma-UT]

Why, because I didn't feel the need to update my drivers - while some others thought "let's do it". I also didn't buy anything in terms of iLok licenses recenty - and even if so, I knew that the iLok page was down for maintenance. Your licenses are stored "in there" until you pick them up.

Some people picked up their licences after the maintenance to find they could only install them by updating. Does this make them stupid?

To some it was a devastating bug, which got sorted (and quick at that as well! So yes, customer support is existing). To others the switch from "regular" to "temporary" licenses should have not affected anything.

Some people are still having trouble, which iLok, three days into this debacle finally acknowledged on their own site rather than letting forums and blogs do the job for them. Apparently they will be "reaching out" today to those users. Isn't that nice?

But no, iLok are apparently non-responding idiots that fork over their users.

If you look around, you will find a number of people who have received no response from PACE and cannot run their software. PACE cheerfully let people download the software knowing there was a reasonable probability of it borking their system without issuing any warning until this morning. And even then it's "we're improving the system" not "if you don't really need to move licences around, hang fire for a bit while we sort this mess out".

I have no objection to using software protected by dongles. But I think it's reasonable to expect a company providing that protection to act in a competent, responsible manner. PACE has shown neither of those attributes in the past few days and based on its actions seems unlikely to change in the future. It was either a fat-finger error from which they could only recover manually or the new software exposed a long-standing issue with the format of licences which must be in use among a pretty high proportion of users, which indicates that they failed to test this rollout properly if at all.

[Compyfox]

Some people picked up their licences after the maintenance to find they could only install them by updating. Does this make them stupid?

I never said that the users are stupid.

Some people are still having trouble, which iLok, three days into this debacle finally acknowledged on their own site rather than letting forums and blogs do the job for them. Apparently they will be "reaching out" today to those users. Isn't that nice?

Actually, yes.

I can somewhat agree on the issue that they still let the most current installer online. But as you said - the magic words are "some people".


So far I've only read from certain individuals having severe issues, and the treads quickly turning into anti-USB-key copy protection hatefests, while the rest of the users kept their feet in check and waited of what's happening.

So I say, this is not something uber drastic as some users in here (and on GearSlutz) are saying it is.

If you look around, you will find a number of people who have received no response from PACE and cannot run their software. PACE cheerfully let people download the software knowing there was a reasonable probability of it borking their system without issuing any warning until this morning. And even then it's "we're improving the system" not "if you don't really need to move licences around, hang fire for a bit while we sort this mess out".

Again, it seems like (as with most recent example: ArtsAcoustic) only affect a certain percentage of the users. Not necessarily all of them.

Granted, Pace could have been a bit more responsive, but seriously... we are connected globally these days. We favour the favour of our mother's, who's apparently also a fan of certain software. We hang around on a daily basis on communities like GearSlutz and KVR. We got note of this issue!

I have a bigger problem with companies where I'm actually signed up to their newsletters. Instead they only posted on Twitter/Facebook and maybe their individual blogs. If you do not have a subscription to that - no info.

So it's all of them to blame. Not just one company that f**ked up with switching from one database to another.


It's not like Kjaerhus Audio, who switched to another CP system, and after the C/R server vanished, radio silence up until this day.

I have no objection to using software protected by dongles. But I think it's reasonable to expect a company providing that protection to act in a competent, responsible manner. PACE has shown neither of those attributes in the past few days and based on its actions seems unlikely to change in the future. It was either a fat-finger error from which they could only recover manually or the new software exposed a long-standing issue with the format of licences which must be in use among a pretty high proportion of users, which indicates that they failed to test this rollout properly if at all.

Again, this could be the exact case, and I agree that Pace was never one of those being responsive. But they are not alone to blame - even though they caused the problem in the first place.

Else, Pace/iLok is running strong - the earlier transition from iLok1 to iLok2 worked. Now that they try to adapt with a new system, and one bug renders everything pretty much unusable - but they're working on it already(!!!) and half of the issues are also solved as well...

... I don't get all the rage and hate. Aside from the critism: they could have said "yo folks - don't download the drivers". But... apparently it's working for some. So from a company's point of view, there is no need to withdraw the software.

Unless it's frying your CPU.




But what do I know? I'm just an audio engineer with a small studio. I literally know jack about all this.

[el-bo (formerly ebow)]

So... to sum thngs up.

I can just imagine your summary of Romeo and Juliet: "Boy meets girl. They live happily ever after in a spaceship flying to Mars."

No, boy meets/f*cks girl, family hate each other for ages, boy and girl run away from family, disaster happens, both take poison due to miscommunication - families unite in grief. Then kill each other again.

- Shakespeare in a nutshell

Romeo and Juliet is not a Disney fairy-tale.

thank f*ck you summed it up for everybody.....many people have lost money through downtime for what you write off as ;just 3 days of problems....you also ignore that despite the claims that it is jut a labelling error, there are user who cannot load their plugs

If you come up with numbers in terms of money loss, I'd like to see them.

I can also overdo it and ask:
"What about the power outages in the US - how much money was lost since you can't make music?"

"What about the flooding in Germany (in 2002 and in 2013) - how much money is lost since you can't make music?!"

"What about Internet connection issues - how much money was lost, since you couldn't access the internet?"

"What about KVR being in maintenance mode - how much money loss (due to sales/the market place) since the board is usually out of order for 30mins to 2 hours?"

There, four additional examples of money loss - all being connected to the music industry.



Downtime in terms of "registration and administration" (if you really needed to do that) doesn't equal "downtime in terms of usage".

You could clearly use your iLok plugins (if you didn't sync, or were one of those where the bug didn't hit). Heck I can still use mine!

Why, because I didn't feel the need to update my drivers - while some others thought "let's do it". I also didn't buy anything in terms of iLok licenses recenty - and even if so, I knew that the iLok page was down for maintenance. Your licenses are stored "in there" until you pick them up. I once had a license lying dormant on my account for almost half a year - I simply forgot it (was something small, something I rarely used).


To some it was a devastating bug, which got sorted (and quick at that as well! So yes, customer support is existing). To others the switch from "regular" to "temporary" licenses should have not affected anything.

But no, iLok are apparently non-responding idiots that fork over their users.


So who is exaggerating things?

Something like this has to be expected

clearly not by the company itself

who are you to play down everyone else's issues like they are impatient, petulant, spoilt brats ?? and what have other companies got to do with this catalogue fo errors ??

a) I'm an iLok user myself (amongst Syncrosoft, sometimes Codemeter, custom USB stick, C/R, Serial, License Manager systems, watermarks, cloud systems, etc) - and that for years now with barely any issues at all.
b) I'm a beta tester for certain of these "iLok bound companies"
c) Kjaerhus, NI, IKM, Waves - they are all prime examples of issues with copy protection. And almost all of them didn't make it public either (the users did), or are still playing issues down



So who are you to lecture me of what I am allowed to write and what not?


And can we now go back and wait for the companies to actually inform us of what's happening rather than pissing at each other's legs?! They're all working on sorting out this issue for funks sake.



Copy protection - you love it, you hate it, but you won't admit that you need it in order to use the tools you like.

ok, it didn't affect you...i guess it just comes down to a lack of empathy them

your examples of money loss are not negated nor made more valid by this thread which has to do with ilok and pace....but i guess you are right..."shit happens, so just shut the f*ck up" should perhaps become the mantra

you also fail to recognise that many users were caught out simply by transferring licenses to other rooms/computers in the studio...this is not just a case of everyone pissing their pants trying to get the latest ilok software...pur-lease

lucky for you that you heard the news before this could affect you..tough shit for everyone else

[Gamma-UT]

Again, this could be the exact case, and I agree that Pace was never one of those being responsive. But they are not alone to blame - even though they caused the problem in the first place.

Who else is to blame then? PACE apparently switched both their client and back-end software in one hit with no way of providing licence management for those who wanted to stick with the old system for a while. I can't see who else is to blame, unless it's those pesky users who, apparently, aren't stupid at all but still updated too early.

[Compyfox]

ok, it didn't affect you...i guess it just comes down to a lack of empathy them

Oh I do feel sorry for those that have issues. I just don't get all the rage towards one company, if this certainly is not the only one that's having issues. It's just that it's a company that if focused on a copy protection scheme, that is obviously hated.

Sad that the internet wasn't as active as it is now back in the day as Steinberg (and Avid) asked for sending in their software's LPT key in order to get the appropriate LPT key for their most current software.

Those were the days!

your examples of money loss are not negated nor made more valid by this thread which has to do with ilok and pace....but i guess you are right..."shit happens, so just shut the f*ck up" should perhaps become the mantra

Remember that you brought up the thing with the money loss in the first place. I'm only stating in this case, why it's something different now, if certain other occasions didn't cause such an uproar. And that being (for example) the power outage, the flooding and to overdo it, the KVR maintenace.

So yes, I agree "sh*t happens, let's move on, we have other tools in the meantime" should definitely be a mantra.

you also fail to recognise that many users were caught out simply by transferring licenses to other rooms/computers in the studio...this is not just a case of everyone pissing their pants trying to get the latest ilok software...pur-lease

If the license is on the key, and you only move from one room to anther, the old drivers should have been fine. It's just a sad coincidence that the popular Softube sale and the iLok database crash happened.

I mean, hey... at least we don't need to reregister and reask for licenses. Like it happened with Steinberg after they got bought up by Pinnacle, and then again after they got bought up by Yamaha... or a certain other company with a capital C which I'd rather not talk about.

lucky for you that you heard the news before this could affect you..tough shit for everyone else

Uh... actually no.
I knew from the AVID mails that iLok is doing maintenance over the weekend. I didn't know anything beforehand, neither did I know how long this might take (iLok didn't write their users after all). But I expected issues.

So from experience as longtime software user, I waited. And it looks like that paid off. Sorry for everyone else - but I can wait and see how this develops.

Who else is to blame then? PACE apparently switched both their client and back-end software in one hit with no way of providing licence management for those who wanted to stick with the old system for a while. I can't see who else is to blame, unless it's those pesky users who, apparently, aren't stupid at all but still updated too early.

I can't tell you - honestly.

I can only tell you that I backed up the last iLok drivers I had, and last time I looked into my account was about 2 weeks ago. As long as I don't need to get in there - I'm fine.

And so should everyone else as well.



And I guess this is where it boils down to - the missing large red blinking exclamation mark, saying "DO NOT LOG IN! DO NOT LOAD THE DRIVERS! DO NOT UPDATE!"

And yes, I checked. It's small, the info is more than thin. But they are working on it. This is all I want/need to know.

[dalor]

I haven't synced yet (no reason). I'm about to get some softtube stuff next week and I *have* to sync. if I lose any of my licenses this will be most annoying but I have no doubt whatsoever there will be NO permanent loss. All the current sync problems should be sorted by next week.

[synaesthesia]

I'm in a similar position. Really want to grab a couple of Softube goodies, but not happy spending the cash whilst I'm not sure I can use the damn things!

[Simon Morrison]

The latest update from iLok:

iLok.com and iLok License Manger Service Status - June 12, 2013 12:58 PST

After resolving an issue on June 10th we saw some improvement on Tuesday, June 11th. However, we are aware that some users are still experiencing issues. We have read each and every support email that has come in. Our support team has been working on answering each ticket as they analyze commonalities in the reports and pass along this information to our engineering team who is working to fully resolve all reported issues.

Sync/Repair Update - June 12, 2013 13:34 PST

If you are seeing some of your non-expiring authorizations (licenses) showing up as temporary authorizations or if some of your authorizations appear to be missing, this was caused by a mismatch between the data on your iLok and on our server. This data issue was related to a complex data migration of tens of millions of licenses delivered to users by many different methods, and has been resolved. Please know that your licenses have not been permanently damaged or removed from your iLok in any way; all of your non-expiring authorizations are still in on your iLok and they have not expired.

An update to the Sync/Repair utility is being prepared for deployment. We anticipate that the updated version will address these issues.

We appreciate your understanding,
The iLok Team

[ObsoleteAcc99]

[DELETED]

[Kaboom75]

Soundtoys say you should re download the ilok software it's changed since Monday

I say check the version of it often to the one on ilok for a few weeks.

[kylie]

Soundtoys say you should re download the ilok software it's changed since Monday

I say check the version of it often to the one on ilok for a few weeks.

the client software you can download now (I did 2h ago) is exactly the same (v2.0.0_r22354) I downloaded on monday. not that I installed it (yet), since I was warned, but if I understand the issue correctly the problem is not in the client software anyway but in the database that the application talks to. so an upgrade might bring an improved sync/repair utility but the rest of the application should not be affected, unless there are reports of people who can't use their plugins even with proper looking licenses on their iloks. I currently see no reason to re-download it for anyone but the people who can't repair their license issues with the methods already provided - and only after it was really updated, which does not seem to have happened.

[trimph1]

The latest update from iLok:

iLok.com and iLok License Manger Service Status - June 12, 2013 12:58 PST

After resolving an issue on June 10th we saw some improvement on Tuesday, June 11th. However, we are aware that some users are still experiencing issues. We have read each and every support email that has come in. Our support team has been working on answering each ticket as they analyze commonalities in the reports and pass along this information to our engineering team who is working to fully resolve all reported issues.

Sync/Repair Update - June 12, 2013 13:34 PST

If you are seeing some of your non-expiring authorizations (licenses) showing up as temporary authorizations or if some of your authorizations appear to be missing, this was caused by a mismatch between the data on your iLok and on our server. This data issue was related to a complex data migration of tens of millions of licenses delivered to users by many different methods, and has been resolved. Please know that your licenses have not been permanently damaged or removed from your iLok in any way; all of your non-expiring authorizations are still in on your iLok and they have not expired.

An update to the Sync/Repair utility is being prepared for deployment. We anticipate that the updated version will address these issues.

We appreciate your understanding,
The iLok Team

Just to reiterate...for what it is worth.

[ObsoleteAcc99]

[DELETED]

[Simon Morrison]

well not one of my licenses reverted to temporary and are show as activated and all on the ilok and not even quite half mu plugins work, the others ask for authorization.

Hi Theo,

Try a full client-side (Mac) reset:

1. Open the LicenseSupportInstallerMac_v2.0.0 disk image:
http://installers.ilok.com/iloklicensem ... lerMac.zip
2. Run the "Uninstall License Support" application
3. Drag the following items to the Trash:
• Macintosh HD > Library > Preferences > com.paceap.eden.clientdb.v1.01.sdb
• Macintosh HD > Users > your_user_name > Library > Caches > com.paceap.iLokLicenseManager
• Macintosh HD > Users > your_user_name > Library > Preferences > com.paceap.iLokLicenseManager.plist
4. Restart your Mac
5. Open the LicenseSupportInstallerMac_v2.0.0 disk image
6. Install the iLok License Manager software
7. Restart your Mac (yes, another restart is required)
8. Open the iLok License Manager application
9. Click "Sign In" and login with your iLok credentials
10. Click on the affected iLok icon in the left sidebar
11. Select ALL of your licenses
12. Select "Deactivate" from the "Licenses" menu (this moves the licenses back to your user account)
13. Click "OK" to confirm deactivation
14. Click "OK" on the successful deactivation prompt
15. Click on your User icon in the top left of the iLok License Manager
16. Select ALL of your licenses
17. Click and drag the licenses to the iLok icon in the left sidebar
18. Click "OK" to confirm activation
19. Click "OK" on the successful activation prompt
20. Test the affected software/plug-ins

[Dean Aka Nekro]

PACE have made a massive balls up and left "millions" of users in limbo, There apology is a disgrace. I fail to see how the heck their human, All too f'ckin human error can be compared to any natural disasters, Natural disasters occur without any human intervention. They've taken this piss in my humble opinion to put it mildly

As much as I genuinely like having most of my essentials portable on a their iLok. I've lost a lot of faith and most importantly respect for them

For the monopoly they quite clearly have over their 'competition' if you will (Can not think of a better term to describe that/their position and haven't had a rest for over three days, Although that's not relevant) I do not understand PACE. When it comes to business, Its cut throat and patience as a virtue does not exist

A simple 'We are sorry for the major problems We have caused'

Manner's cost nothing