Defective iLok dongle

[Douglas I.]

Somehow my Mach 5 iLok donle has separated into 2 pieces. The metal portion that fits into the USB input has separated from the plastic portion of the dongle. The green LED light no longer functions when I attemt to rejoin the 2 parts and Mach 5 cannot be loaded.

I e-mailed MOTU tech support and after 5 days, have recieved no response. Don't know if that's MOTU's typical lag time on e-mail. My question to them was:

Does MOTU offer replacement iLok dongles or do I need to contact PACE/iLok? If anyone has info on how to get a replacement, I'd be grateful.

It's time MOTU took a look at the Spectrasonics security system, which uses no physical key to validate registered users for updates, etc.

Thanks,

Doug I.

[Frodo]

If your iLok came with M5, then MOTU should address the issue sent they sent it to you. There would also be the issue of reauthorizing M5 with the original code on a new dongle.

Keep trying to contact MOTU. With AES and NAMM coming up, I know they are spread thin-- try to call them when they first open. The may ask that you send them the broken iLok in advance of a possible replacement-- not saying that they *will* replace it.

I don't know where you bought M5, but if it came from a store I'd call the merchant to see if you can at least get some advice on how to deal with it ahead of having to buy a new iLok (which would stink if the one you got was defective). If the dongle isn't too far gone, someone at the store may have dealt with this problem before and might be able to put Humpty together again for you.

[billf]

Somehow my Mach 5 iLok donle has separated into 2 pieces. The metal portion that fits into the USB input has separated from the plastic portion of the dongle. The green LED light no longer functions when I attemt to rejoin the 2 parts and Mach 5 cannot be loaded.

I e-mailed MOTU tech support and after 5 days, have recieved no response. Don't know if that's MOTU's typical lag time on e-mail. My question to them was:

Does MOTU offer replacement iLok dongles or do I need to contact PACE/iLok? If anyone has info on how to get a replacement, I'd be grateful.

It's time MOTU took a look at the Spectrasonics security system, which uses no physical key to validate registered users for updates, etc.

Thanks,

Doug I.

You should have had to register the iLok at ilok.com. If you did, then you will find instructions on that site on how to replace a broken iLok. Beyond that you can try with MOTU, but if it were me I'd just go to the iLok site and take care of it myself.

[Douglas I.]

Thanks Frodo and Bill F.

I purchased Mach 5 directly from MOTU, and my e-mail contained the serial number for the iLok. I even offered to send the defective iLok back to MOTU. I'll keep trying.

Doug I.

[azusa749a]

iLok is a very durable piece of equipment.
If you log in to iLok site and go to "Fun Stuff", there are 5 torture test movies.

[blackcrayon]

iLok is a very durable piece of equipment.
If you log in to iLok site and go to "Fun Stuff", there are 5 torture test movies.

Even so, i plug my iLok into a usb extender cable... And only plug/unplug that. That way there's no stress on the iLok itself...

[waterstrum]

I've had 2 of them fail.
These were very carefully plugged and unplugged.
The torture test movies are funny, but I can only go with my own experience.
I now keep them in a box with a hub.
I never touch them.
This seems to work.