Authorization

If you own a product license but you can't activate the plug-in by entering your ujam credentials, please continue reading this article.

Please make sure...

• ...that the respective plug-in license is actually linked to your ujam account (you might see a "no internet connection" error message after entering your correct credentials if that's not the case)
• ...to temporarily switch off any kind of software that might interfere with the installation or block the internet connection of the plug-in (Firewalls, Antivirus software, ...) or else you will see a "no internet connection" error message.
• ...to enter the correct credentials (email address and password you use to log in to your ujam account).
• ...to not use a coupon code/ serial number/ license key for activating the plug-in

Here are a few things you can do:

1. Does the plug-in have internet access?

You need to be online to authorize your plugin. Please make sure, that your local antivirus software and firewall don't block the plug-in or the DAW. Check this carefully, as third party software is the most common reason why a user can't authorize the plug-in with the ujam credentials.

If you don't have the option to go online with your studio computer, please have a look at this article.

2. Reset your password & check your license!

Can you login on ujam.com/my-account? If so, please check your licenses and reset your password. If not, you can reset your password here and try to authorize with the new password one more time.

Please try using a password without any special characters!

3. Does the installed version fit your license?

Please make sure, you have the right plug-in version installed. Just to give an example: We heard from some users that they have a license for a Virtual Drummer Version 2 but for some reason have a Virtual Drummer Version 1 installed. You can check the version on your computer by clicking on the small (i) icon.

If you have the wrong version installed, please get the right installer from: https://www.ujam.com/my-account/

4. Deinstall and Reinstall

We've heard of some user who were able to authorize their plug-in after following these instructions:

• Make sure to turn off any kind of firewall of antivirus software that might interfere with the installation process or the plug-in itself.
• Try to use the default locations during the installation process
• You may want to check out our DAW knowledge base and rescan your plug-ins

Have a look at the following articles:
►Uninstalling on Mac

►Uninstalling on Windows

5. Still struggling to authorize?

Please send us your .ops file! Go to the following location and find it:

MS WINDOWS:

A. Go to 
{SYSDRIVE}:/USERS/USERNAME/AppData/Roaming/UJAM/

B. Copy & send us one of your .ops file (e.g. VG-IRON.ops) 

You will need to Show Hidden Folders in File Explorer Options in order to access the hidden library as shown in this quick video tutorial: ↓

Step 1

Show Hidden Files under (Control Panel)

Step 2

Activate in (File Explorer Options) the show hidden files option 

Apple macOS:

A) In the Finder, choose Go > Go to folder from the menu.  (or use Shift+Command+G)

B) Type “~/Library/Application Support/UJAM”.

C) Copy & send us one of your .ops file (e.g. VG-IRON) 

Or watch this quick video tutorial to find the .ops files on MAC: ↓

• Provide us with your e-mail address

• Send the .ops file as an attachment

• Wait for us to send back the authorized .ops

• Replace your old .ops file with the one we sent you

• Enjoy the plug-in!

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If you have any more questions or need further assistance, please submit a request to our support staff. Thanks!