iLok Troubleshooting
The following page contains information that will help you troubleshoot any Source-Connect iLok issues.
If you get any error messages while activating Source-Connect, please check the Source-Connect error message list.
If you run into any iLok-specific issues, please check the iLok troubleshooting guide.
| Issue | Reference Article |
| Activating a Source-Connect trial | Please refer to this activation article for Source-Connect Standard and this one for Source-Connect Pro and Pro X. |
| License not activating to the iLok account | If your product does not show up after activating it in the Store page, contact the support team at support@source-elements.com. |
| Lost access to the computer with Source-Connect | If you have lost access to the computer with the Source-Connect license, you will need to proceed depending on the type of Source-Connect license you have: * Perpetual: you will need to purchase an iLok License Replacement from the Source Elements store. The licensing team will reset your license within 2 business days. Otherwise, contact our support team, and they will reset the license for you. * Subscription: contact our support team, and they will reset the license for you. |
| Lost access to the iLok account | Please refer to this article to learn how to transfer iLok licenses to another account. |
| Lost the physical iLok dongle | If you have lost access to the iLok dongle, you will need to proceed depending on the type of Source-Connect license you have: * Perpetual: you will need to purchase an iLok License Replacement from the Source Elements store. The licensing team will reset your license within 2 business days. Otherwise, contact our support team, and they will reset the license for you. * Subscription: contact our support team, and they will reset the license for you. |
| Products which require iLok | Here is a link with all of the Source Elements products detailing which ones require iLok and which ones do not. |