If you experience an infinitely spinning circle when you launch UA Connect on a Windows computer please try the following.
Uninstall UA Connect, delete the preference files and reinstall UA Connect:
Make Sure Windows is up to Date
To make sure your Windows build is up to date, please see Microsoft support’s instructions here.
To properly run UA Connect, we highly recommend being on the latest Windows 10 or Windows 11 build. For Windows 10, this is 22H2 (19045). For Windows 11, this is currently 22H2 (22621).
Make sure Microsoft Edge is up to date
To make sure Microsoft Edge is up to date, please see Microsoft support’s instructions here.
Uninstall iLok License Manager/PACE Licenses Services
- Right-click the Windows Logo and choose Apps and Features.
- Locate Pace License Support Win 64, right-click it and choose Uninstall.
- Click Yes to confirm and continue the uninstall.
- Click Finish to restart your computer.
- Once the computer has restarted, download and install latest version of iLok License Manager here.
Uninstall Security Software
If you are still having issues after trying everything above, this may be caused by third party security applications like VPNs, Firewalls, Antivirus, Anti-Malware, Network Security programs or Cleanup utilities.
For the duration of testing uninstall any security programs, making sure to use the software’s official removal tool. After removing the software from the system, restart your computer, and try launching UA Connect again.
Manually Enable the UA Cloud Helper Tool
If the UA Cloud Helper Tool is not running in the background tasks of your computer, you can manually enable it by navigating to the following folder:
C:\Program Files\UA Connect\resources\native\windows\x64
Then, double-click the file named uacloudhelper.exe.
Note: If the Windows Defender Firewall prompts you to Allow Access, make sure to enable the Private networks option, and click the Allow access button as shown below.
If you are still having issues after trying everything above, please contact our support team.