In this article, Damian Kearns explains what ‘Zero Downtime’ (ZDT) does, how Theft Loss and Coverage (TLC) extends this cover, and why it might be the absolute best insurance option for your software.

What Is iLok?

An iLok is a USB device that holds licences for any software that employs PACE’s anti-theft security. In addition, many software publishers allow licences to be stored on host computers and/or in PACE’s iLok Cloud, as a web-based software security option. Here’s a full list of companies that use iLok.

PACE Anti-Piracy Inc.’s iLok hardware has been around for decades. Whether you’re using one of their proprietary hardware USB keys or hanging all your licences up in their iLok Cloud, if you’re using AVID’s Pro Tools or any other piece of software that relies on iLok licensing to run on your machines, you’ll doubtlessly be aware of how PACE’s anti-piracy system works, at least in principle. In fact, there’s really no way around using iLok with a lot of the tools in our profession.

If, like me, you’re bouncing between computers or have a piece of software you need iLok authorization to run on someone else’s system, the USB key is the easiest way to swap workstations. If I’m in the field without internet access the physical key is the only way to run. But this article isn’t meant as a debate between hardware and cloud. That’s always down to an individual’s wants and needs.

Is It Really Zero Downtime?

I’d been paying for Zero Downtime (ZDT) for years and asking myself every renewal period whether I actually need this sort of insurance. When it comes to studio overhead, I’m the sort of person who is always looking at what I own and subscribe to and looking for ways to keep my overhead in check. The other day, I found out the hard way that ZDT works and everyone who has an iLok key should get on board with this.

On their website, PACE Anti-Piracy Inc. says:

“Zero Downtime™ (ZDT) is an optional iLok coverage that gives you immediate access to your licenses in the case of a broken, lost, or stolen iLok USB. If you rely on 24/7 access to your licenses, ZDT is for you!”

I had no idea I would ever need this failsafe but it sounded good to me. I’ve written plenty of copy so I’m always wary of claims of any sort.

“When an RMA order is placed for an iLok USB with ZDT coverage, temporary licenses for those licenses last seen on the device are immediately deposited to your iLok account. Just activate the temporary licenses to a spare iLok USB and keep using your software.

If you don't have access to another iLok USB and can wait a day or two to resume using your licenses, you can wait for the replacement iLok USB included in your RMA order to arrive. It is cross-shipped to you and leaves our warehouse at the earliest opportunity - we don't wait for your broken iLok USB to arrive.”

How It Actually Works

I didn’t know anything was amiss until I booted Pro Tools and my fully licenced Nugen Audio software was in ‘demo’ mode. Initially, I thought it might be Nugen’s issue until I noticed my sick iLok blinking sadly at me. It had been sticking out of the side of my keyboard for years, glowing pure and strong but now was greyed out when I went to view it in iLok License Manager.

Here’s a very edited screenshot showing my main system online in iLok License Manager and a couple of offline keys. FYI: The floater is a key parked at the back of my fully redundant second Pro Tools rig.

Pro Tip: Keep your old computer when you upgrade to a new computer and keep its software as up-to-date as possible, in case your new computer goes out to “walk the dog”. Then, plug your iLok from your sick computer into your backup computer and you’re back in business.

After checking the sick iLok in a powered hub, then plugged directly into a port on my computer, I realized it truly wasn’t working. Fudge!

I had booked a commercial session that day so this couldn’t have happened at a more stressful time. This malfunctioning iLok had a small fraction of my licences on it but I had lost some of my best software and I was starting to panic a little. That’s when I headed to ilok.com.

Fortunately for me, there’s not much more to this story. I logged in, reported the iLok as malfunctioning, read everything on screen, tested the iLok again and before I knew it, I had temporary licences in my iLok Licence Manager application to drag and drop onto my other key.

The temp licences will only last me for 20 days, as PACE requires a broken/damaged/malfunctioning iLok be shipped to them as an RMA (Returned Merchandise Authorization). Once PACE get my sick iLok, as John Marshall from iLok.com Technical Support explains:

“We verify the serial number internally on the iLok to guarantee the iLok that is broken is the one that the RMA was submitted for. We then recover all the licenses that were on the iLok in our system to the iLok account to make sure nothing is missed.”

Now, when I posted about this incident to a Facebook group, a couple of people suggested I just tell them my iLok was stolen so I wouldn’t have to walk down the street to the post office and securely courier PACE my iLok hardware. This is where I realized a lot of us, including me, are a little hazy about ZDT, RMA and a thing called TLC (Theft Loss and Coverage). In my dialogue with John Marshall (reprinted with his expressed permission) I found out more:

“How ZDT works is when you submit the iLok as broken, lost, or stolen it will immediately issue you temporary licenses you can use while the RMA process happens. It is important to note that the temporary licenses have the same location rules as the main licenses. This means that any licenses that are required to be on an iLok will have temporary licenses that require an iLok. This is why some users like to have an extra iLok around so they can use the temporary licenses immediately and not need to wait for a replacement iLok. ZDT overall is beneficial for people that need a guarantee that they will be able to use their licenses when they need them.

ZDT also allows you to enable TLC (Theft and Loss Coverage) on an iLok second generation (iLok2) or an iLok third generation (iLok3). With a Broken iLok RMA without TLC you need to send us the broken iLok for us to issue permanent licenses. With a Lost/Stolen iLok RMA without TLC you will need to contact the software publishers for the permanent licenses. TLC will allow us to issue permanent licenses without you sending in your iLok if it is broken or without you contacting the software publishers if it is lost or stolen. This is useful for people that live outside the U.S. and would have to pay a lot for shipping, or for people that have a large number of licenses from many different software publishers.

The TLC makes changes to the iLok and the licenses on the iLok. These changes are only able to be made when the iLok is plugged in, which is why TLC needs to be enabled if you want it and why it cannot be added after an iLok is broken, lost, or stolen.”

What? I didn’t actually need to send in my iLok at all!?! I had TLC enabled. I could have spared myself the short walk and saved $12 shipping but hey, live and learn. Then write an article about it.

Final Thoughts

PACE doesn’t need your broken or malfunctioning hardware to extract licences; just make sure you have ZDT and make doubly sure you have TLC ‘enabled’. I was rolling on my commercial session 10 minutes after finding the hardware fault, thanks to PACE issuing temp licences and my yearly ZDT renewal plan, factored into my studio’s operating overhead.

So, do you need ZDT for your iLok? If you work with any iLok-protected software, you do. I’ve probably encountered upwards of 30 of these iLok keys in my professional life and only ever had this one fail. Take my advice: If you’re using iLok hardware, buy a spare key, ZDT protect both keys and enable TLC.