The following FAQ contains help for various issues that can occur while activating or managing iLok licenses for LUNA.
LUNA offers multiple options for managing iLok licenses. Both of these options are perfectly fine and you may choose whichever option that works best for you.
- iLok Cloud (Requires an active internet connection)
- iLok USB Key (A physical iLok USB Key is needed. Does not require an active internet connection)
Note: First generation iLok USB Keys are not supported
Where can I find and manage the LUNA Instruments and Extensions that I’ve purchased?
Purchased LUNA Instruments and Extensions will be visible in LUNA via the Manage page under My Products.
Manage Page > My Products
I am getting an error that says, “iLok Account Linking Unsuccessful, Please verify UA interface registration and try again.” Why am I seeing this and how do I start using LUNA?
“iLok Account Linking Unsuccessful” error
You must have a UA Thunderbolt audio interface registered in the same UA Account that you use to sign into LUNA. If a Thunderbolt audio interface is not registered to your account then this error can pop up. Log into your UA account by clicking here. Make sure that you have a Thunderbolt Apollo or Arrow interface registered to your UA account before trying again.
After launching LUNA, I clicked CREATE, but I am getting a message that says, “iLok Account Creation Unsuccessful, Please verify UA interface registration and try again.” How can I start using LUNA?
iLok Account Creation Unsuccessful error
This error will appear if LUNA detects that an iLok account has already been created with the same UA account email address used to login. In this case, click GO BACK and use the LINK EXISTING option to link the existing iLok account with your UA account email address. If necessary, click here for instructions on how to reset the iLok account password.
LUNA created an iLok account for me. Now I need to log into that iLok account to manage it. What is my password?
When launching LUNA for the first time, you are asked if you have an iLok account. If you click on the CREATE option then a new iLok account is created for the UA account email address used to login to LUNA. You will not see the account being created, as this is handled automatically in the background. You will need to reset the password to this new iLok account before you can login to manage it. For instructions on how to reset your iLok password, click here.
How do I verify what iLok account is linked to my UA account?
Only one iLok account can be linked to a UA account at a time. To verify which iLok account is linked to your UA account, follow the following steps:
- Log into your UA account: https://www.uaudio.com/my/account.login
- Go to: https://www.uaudio.com/my/ilok
I just purchased a LUNA Instrument or LUNA Extension, but I am getting a “License Missing” error when trying to use it. How can I fix this?
License Missing error
Make sure that the LUNA License has been activated on the Manage page in LUNA. For instructions on how to activate a LUNA License, click here.
I am trying to activate a LUNA license. When I Click “Activate License” under the Manage tab, I am getting an “Activation Unsuccessful” error. How can I activate the LUNA license?
“Activation Unsuccessful” error
After purchasing a LUNA Instrument or Extension, or when starting a demo for a LUNA Instrument or Extension, it may take a few minutes for the license(s) to populate. This can depend on how backed up the iLok servers are. Please wait a few minutes and try again. You can also try activating the license manually using iLok License Manager. For detailed instructions on how to activate LUNA Licenses using iLok License Manager, click here.
I am trying to move LUNA Licenses onto an iLok USB Key but I get the following error message. How do I move LUNA licenses onto my iLok USB Key?
iLok License Manager error
This can happen if your iLok USB Key is not associated with the same iLok account that your LUNA licenses are linked to. In this case, you can transfer your LUNA licenses to the iLok account associated with the iLok USB. For instructions on how to transfer a LUNA license to another iLok account linked with the UA account, click here.
I am trying to move LUNA licenses to an iLok USB Key, but when I log into my iLok account in iLok License Manager, my LUNA licenses are showing up in a Guest account. When I drag LUNA licenses to an iLok USB Key, nothing happens. How do I fix this?
This can happen if the iLok License Manager is not logged into the same iLok account that you are using for LUNA. In this case, you can transfer your LUNA licenses to the iLok account you are logged into in iLok License Manager. For instructions on how to transfer a LUNA license to another iLok account associated with the UA account, click here.
I moved LUNA licenses to an iLok USB Key, but LUNA is still activating LUNA licenses in iLok Cloud. How do I make sure that LUNA licenses are only activated onto an iLok USB Key?
Please close LUNA and login to your iLok account in iLok License Manager. Close all iLok Cloud Sessions, and launch LUNA again. For detailed instructions, click here.
I lost the iLok USB Key that had my LUNA licenses on it. It’s possible that it was even stolen. How can I protect my LUNA licenses?
Contact iLok directly to report your lost or stolen iLok by clicking here. After the incident has been reported, contact Universal Audio’s Customer Support team by submitting a ticket. Be sure to include your with your RMA information from iLok..