AcqKnowledge iLok USB Key Issues

In some instances, iLok drivers will not install properly or will fail to install, leading to connection failure between AcqKnowledge and the iLok USB Key.

If the iLok USB drivers did not succesfully install:

The driver executable will need to be activated either using the original installation disk, or by contacting BIOPAC support for driver download information.

• • Determine whether the computer is running a 32-bit or 64-bit operating system (right-click on the computer’s desktop icon or on “Computer” in the Windows “Start” menu and select “Properties” to find out)
  • On the installation disk, open the “supportcomponents” folder.  Inside that folder, find the appropriate file: “ilokxx**setup.exe” (where “**” should be “32” or “64” depending upon the type of operating system).  Double-click the file to run the program and follow the prompts.

If the iLok USB drivers installed but AcqKnowledge is unable to start with the USB key plugged in:

Open the “Programs and Features” Windows Control Panel, find the “ilokxx driver” (probably named “iLok Installer x32” or “iLok Installer x64”), and uninstall.

Re-install the driver as indicated in the steps above.

Reboot computer.

If the steps above do not solve the problem:

Unplug the iLok key and insert it into another USB port on the computer.

If the iLok is not operating properly

If you have the iLok key inserted, but the key is not being recognized even though the program is open, then please open files by choosing “File > Open…” in the menu of an existing AcqKnowledge graph window.  If you try to open a file through an Explorer window when AcqKnowledge is already running, the operating system attempts to launch a second instance of AcqKnowledge.  It will then try to authorize that instance but will fail because the iLok key is already being used by the first instance.