Occasionally, UA Connect gets stuck on startup and shows a blank window or an "infinite spinner" animation:
This issue can be caused by various situations, listed below:
Your Internet Connection Is Unstable
Make sure that your computer is connected to the internet via a stable source. This issue can also occur when your internet speed is in a slower download range as well.
You can check your internet connection with a free speed test. Generally, a download speed of at least 20 Mbps or above is recommended.
iLok Activation Service Is Under Maintenance
Occasionally, PACE puts the iLok activation service under maintenance, hence causing temporary service outage. To check the iLok activation service status, click here.
Note: Generally, the iLok License Manager main panel will show if and when the activation service will be temporarily under maintenance, as shown below:
Your iLok Account Is Not Properly Linked to Your UA Account
To use the native/UADx plug-ins, an iLok account is necessary and must be linked to your UA Account. If there are no iLok account linked to your UA account, or if the linked iLok account is not the correct one, follow the steps in this article.
The UA Connect Cloud Helper Tool Is Not Running in the Background
The UA Connect Cloud Helper tool is a background task that needs to be running in the background in order for UA Connect to run properly and access your account containing your licenses, as well as link with your iLok account.
In the event that the Helper tool is not running, try the steps in this article to manually enable the Helper tool.
Switching iLok Modes for Native UAD Activation Issues
When launching UA Connect, an iLok Cloud session is normally started for you in the background and your licenses are automatically activated. However, if iLok Cloud is set to Managed mode, your iLok and UA accounts, as well as your native/UADx licenses might fail to link and activate automatically in UA Connect.
To fix this issue, follow the steps in this article.
Additional Troubleshooting Steps on macOS
If you are running system cleaner tools such as CleanMyMac X, CCleaner or any other file cleaner/management application, follow the steps in this article.
These applications often conflict with UA Connect and third-party music software, hence causing various log-in and authorization issues.
Additional Troubleshooting Steps on Windows
Specific processes included in the latest version of Windows are necessary for UA Connect to run properly. To ensure that the iteration of Windows installed on your computer is optimal, follow the steps in this article.