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Bought Pitch n Time, Need new iLok authorization. ilok not functional.
A read-only archive of old serato.com help threads.

Bought Pitch n Time, Need new iLok authorization. ilok not functional.

Product
Pitch 'n Time LE
Version
dont-know
Hardware
Ortofon | Serato S-120
Computer
Mac
OS
Platform
logicpro
owensscore@yahoo.com 8:20 PM - 7 May, 2012
I Bought Pitch n Time, Need new iLok authorization. ilok not functional. email : owensscore@yahoo.com

Her's my ilok info:

Licenses on this iLok
Product: Pitch 'n Time LE
Company: Serato Audio Research Ltd. Type: License
Expiration: Never
Date downloaded: 09/16/2007
Serato, Support
Martin C 10:48 AM - 11 May, 2012
Hi owensscore@yahoo.com,

The Pitch 'n Time LE license is in the iLok account "owensscore"

Is the account you say is not functional?

If so, you will need to request a license transfer with iLok to have this happen. My suggestion would be to email support@iLok.com to get this process started.

Let me know if you have any further questions :)
11:00 AM, 25 May 2012
This help request has been closed due to inactivity.
owensscore@yahoo.com 4:58 PM - 6 June, 2012
I need a replacement license as my ilok is damaged and the physical license is contained on the damaged ilok. Ilok states that I need to contact the manufacture (Serato) in order to obtain a replacement license to download to my new ilok. You have my purchase info, so this should not be a problem. I've already wasted time trying to contact Serrato and ilok and appreciate a swift resolution ASAP.

Serato, Support
Martin C 10:11 PM - 6 June, 2012
Hey Craig, I just removed your personal phone number from your post as this is a public forum.

Did you find this FAQ on the iLok website?

Quote:
Your iLok needs to be replaced through the RMA License Recovery & Replacement process. Once we receive your broken iLok, we will recover your licenses from it and deposit your replacement licenses in your iLok.com account.

You can immediately get temporary licenses to use during the RMA processing time if your iLok is covered by Zero Downtime™ coverage. This coverage is available for purchase during the RMA order process if your iLok is not already covered.


Then further to that:

Quote:
If your iLok is broken, lost or stolen, the first step in getting replacement licenses is to place an Return Merchandise Authorization (RMA) report for the iLok using the button below. If you need access to your licenses immediately, Zero Downtime™ (ZDT) coverage allows you to receive temporary licenses in your iLok.com account as part of the RMA process. You will need an iLok to download these temporary licenses.

While Zero Downtime™ works the same in both a Broken iLok RMA and a Lost/Stolen iLok RMA, the actual license replacement works differently. In either type of RMA, if the iLok is covered by ZDT, two-week temporary licenses are deposited in your account for all eligible licenses seen on the iLok as of its last update with your iLok.com account.

For a broken iLok RMA: we are authorized by the software companies to provide permanent replacement licenses for the licenses that we recover from your broken iLok. Once we receive your broken iLok, we recover the licenses from it and deposit permanent replacement licenses in your account.

If you have already placed your RMA report and have a question about it, please reply to the RMA confirmation email you received. Your reply email will go directly to our support team with all of your RMA information attached.


Serato does not typically play any part when an iLok key is broken (they do notify us however.) We are only required to authorize/make license transfers when the iLok is missing or stolen.

You will be required to send iLok, your physical broken iLok key.

If you have Zero Downtime, you should be able to get a temporary license as soon as you get in touch with iLok.

You can submit an RMA here: www.ilok.com

Let me know if you have any further questions.
owensscore@yahoo.com 1:23 PM - 7 June, 2012
Here is my correspondence with ilok. Please provide me with a new license.

Correspondence with ilok:

Hello,

Unfortunately, since the licenses are stored on the iLok, there is no way for us to recover them without it.
You'll need to submit a Lost iLok RMA and then contact the software companies with your RMA number for replacements.

Best Regards,
Katie Bosserman
iLok.com Technical Support
<www.ilok.com



06/06/2012 10:30 - craig owens wrote:
Hello,

Thank you for you response. Unfortunately I have since lost my ilok as this was quite some time ago (2-3 years maybe) . I do have a record of the licenses on my user profile however. Is there any other option, as I had not purchased zero downtime back then, although I have it on both my new iloks now and will never be without it again.. 
 
Best,
Craig 
 
 
From: iLok.com Technical Support <support@ilok.com>
To: craig owens <owensscore@yahoo.com>
Sent: Wednesday, June 6, 2012 10:16 AM
Subject: [Incident#: PS100651] ilok transfer issue

Hello,

You will need to submit your iLok for License Recovery and Replacement through the RMA process. Once we receive your iLok, we will recover your licenses and provide you with replacement licenses. You may also choose to receive a replacement iLok.

If your iLok is covered by Zero Downtime, you will receive 2-week temporary licenses for eligible products that were last seen on your iLok by iLok.com. If the iLok is not currently covered by Zero Downtime, you will be able to add this coverage during the RMA order. Note that an Expediency fee applies for immediate coverage.

To begin the RMA process, sign in to your ilok.com account and click on "Support > iLok ZDT/RMA". We'll watch for your iLok and process it as quickly as possible. 

<ilok.com

Best Regards,
Katie Bosserman
iLok.com Technical Support
<www.ilok.com



06/06/2012 09:50 - craig owens wrote:
Hello,

My name is craig owens. My user ID is owensscore. My ilok #1 iLok 1  #0x0006D75E  is broken and I would like to transfer the licenses on this ilok to my ilok #2 iLok 2  #0x000894FD. I am unable to transfer my licenses because the physical ilok #1 is broken. Please advise me on how I should proceed. 
 
Best,
Craig Owens
818-216-3007
 

 
Serato, Support
Martin C 10:09 PM - 7 June, 2012
Ok, that changes everything, as not only is your iLok key broken, but is missing, which means you are unable to return it to iLok.

Did you submit a lost iLok RMA as per Katies suggestion in the most recent email? If you have, we usually receive notification fairly quickly about it. I have searched all our incoming messages but not found anything containing your iLok ID: owensscore

It is still required at their end to receive the lost iLok RMA from you, so that they can start the transfer process. We then approve the transfer once we see the license transfer request.

See here:
Quote:
If the iLok cannot be found, please use the Submit RMA button to proceed to the RMA submission page. Once the RMA report is completed, the software companies whose licenses were last seen on the iLok will be automatically notified. You can then contact them to ask about replacement licenses.


You have contacted us already, which is great, but you will still be required to submit a lost iLok RMA also.

Let me know if you have any other questions. As soon as we receive the notification, I can approve the transfer :)
11:00 PM, 21 Jun 2012
This help request has been closed due to inactivity.