How to authorize:

• Download and install your UJAM plugin. Then open your DAW and launch your UJAM plugin.
• Enter the correct credentials and activate your product license (email address and password you use to log in to your UJAM account).
• If you can't activate your plugin by entering your UJAM credentials although you own the product license, please continue reading this article.

Quick checklist for solving:

1. Use the UJAM App for authorization:
   • Click this link to download: https://www.ujam.com/ujam-app/ 
     • Your plugins get automatically authorized and activated once you have both the UJAM App and one or more plugins installed. Just launch the app, sign in, open your DAW, initiate your plugin and start making music!
     • In case the auto-authorization doesn't work, you can still authorize most plugins directly from the interface using your UJAM credentials.
       
       
2.  Please make sure that the respective product license is actually linked to your UJAM account or you might see a "no internet connection" error message after clicking on "Activate License" (although your credentials are correct)
   
   
3. Enter the correct credentials when authorizing and only use lowercase letters when entering your email address (no capital letters).
   
   

4. Check if plugin and UJAM App have full internet access
   

   • You need to be online to authorize your plugin!
     • Please make sure, that your local security software doesn't block the plugin, the DAW or the UJAM App.
     • Check this carefully, as interfering third party software is the most common reason why a user can't authorize the plug-in with your UJAM credentials.
     • Try to temporarily switching off any kind of software that might interfere with the installation or block the internet connection of the plug-in (firewall, antivirus software, network monitor, ...) or else you might see a "no internet connection" error message.
       
       
5.  Do not use a coupon code/ serial number/ license key for activating the plug-in

Further troubleshooting

Still having issues? Here are a few more things you can do:

1. Reset your password & check your licenses!

• Can you login to your UJAM account?
  • Can you see the product license connected to your account?
  • If so, please double check your licenses and reset your password.
• You can reset your password here and try to authorize with the new password one more time (try using a password without any special characters).

2. Partner Shop Purchase?

• Did you buy at one of our partner shops? Please note that you need to redeem your coupon code first and eventually create your UJAM account in order to activate the plugin.
  
• How to redeem a coupon code from a partner shop?

3. Does the installed version really fit your product license?

• Please make sure, you have the right plugin version and build installed.
• Just to give an example: You might have installed Virtual Drummer PHAT2 but you only have a license for VD PHAT1. In that case you'd need to buy the upgrade first.
• 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 here: https://www.ujam.com/backstage/products/
  

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. Send us your .ops file!

When you install a UJAM plug-in for the first time, a hardware fingerprint of your computer is created the moment you open up your plug-in in your DAW. The fingerprint is a part of our copy protection and is stored in the so called ".ops file" – you can find it here:

%SYSTEMDRIVE%\Users\%USERNAME%\AppData\Roaming\UJAM\

Detailed instructions on how to find the .ops file:

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