If you have a failed system motherboard or hard drive, you risk loss of the softkey. See the backup instructions below to prepare for potential hard drive failure. However, if you need a single component such as video card, memory, CD drive, or wireless card replaced, this will not cause a problem with your Zemax license. Also, changing USB and other external devices will not affect the license.
Tips:
To avoid losing your license, you may transfer your license to another computer before replacing hardwar or cloning your hard drive. Follow the guide on this page. Transfer it back after the computer is working again. If you are using versions of the software after August 2016, you don’t need to complete the transfer onto a second computer. You can simply save the generated transfer code, and re-apply the license to the original machine!
Routine Windows security updates will not affect your softkey license. However, we recommend backing up your computer regularly, in case any updates cause a operating system failure.
If you are upgrading to a new version of Windows (Windows 7 or 8 to Windows 10 for example), it may not preserve your softkey, depending on the install option you choose. Similarly, If you need to erase your hard drive and reinstall Windows, be aware that your software license will be removed as well. Windows 8 and 10 also offer a “Refresh” or “Reset” option to repair the operating system, which is similar to wiping your hard drive and reinstalling (but does not require a CD / USB boot disk).
Tips:
To avoid losing your license, you may transfer your license to another computer prior to a reinstall or upgrade. Follow the guide on this page. Transfer it back after the computer is working again. If you are using versions of the software after August 2016, you don’t need to complete the transfer onto a second computer. You can simply save the generated transfer code, and re-apply the license to the original machine!
Be aware that backing up just your documents will not backup your software license, as the license is embedded in Windows.
You can backup Windows to an image file using software such as Macrium Reflect, TrueImage, or Windows Backup. We have verified that restoring an image to the same computer will preserve your softkey. If your original hard drive fails, you can also
restore to the same computer that has a different hard drive.
Tips:
After restoring your backup, verify your Zemax software is working. Even if it is, you should check your license status. Open the Sentinel Admin Control Center in a web browser. The address is http://localhost:1947.
Go to the “Sentinel Keys” tab. The license should look something like this:
If the status mentions “cloned” or another error in red, first review the article "How to troubleshoot softkey license issues." If you still need help contact Zemax Support for
assistance. Please include the exact error you are getting, or include a screenshot, and any information you can provide about what led to the problem.
A hardkey that is not working for any reason will be exchanged at no cost. The damaged USB dongle must be returned to Zemax before a key exchange will be issued.
For subscription licenses, the first and second hardkey losses may be replaced for 20% of the list price for the remaining subscription term. Subsequent losses are not covered and may be replaced by payment of the full cost of the remaining subscription term.
In some cases, a softkey can be reactivated on a computer that has experienced hardware or software failure. If a softkey license cannot be recovered from a machine with hardware or software failure or the machine was lost/stolen, a replacement license will be issued at no cost if the user purchased a software subscription license. The license may be replaced a second time for 20% of the cost of the remaining license term. Subsequent losses are not covered and may be replaced by payment of the full cost of the remaining subscription term.
If the computer on which a softkey is activated is lost or stolen, a replacement license will be issued at no cost if the user purchased a software subscription license. The license may be replaced a second time for 20% of the standard list price for the remaining subscription term. Subsequent losses are not covered and may be replaced by payment of the full cost of the remaining subscription term.
If you have a failed system motherboard or hard drive, you risk loss of the softkey. See the backup instructions below to prepare for potential hard drive failure. However, if you need a single component such as video card, memory, CD drive, or wireless card replaced, this will not cause a problem with your Zemax license. Also, changing USB and other external devices will not affect the license.
Tips:
To avoid losing your license, you may transfer your license to another computer before replacing hardwar or cloning your hard drive. Follow the guide on this page. Transfer it back after the computer is working again. If you are using versions of the software after August 2016, you don’t need to complete the transfer onto a second computer. You can simply save the generated transfer code, and re-apply the license to the original machine!
Routine Windows security updates will not affect your softkey license. However, we recommend backing up your computer regularly, in case any updates cause a operating system failure.
If you are upgrading to a new version of Windows (Windows 7 or 8 to Windows 10 for example), it may not preserve your softkey, depending on the install option you choose. Similarly, If you need to erase your hard drive and reinstall Windows, be aware that your software license will be removed as well. Windows 8 and 10 also offer a “Refresh” or “Reset” option to repair the operating system, which is similar to wiping your hard drive and reinstalling (but does not require a CD / USB boot disk).
Tips:
To avoid losing your license, you may transfer your license to another computer prior to a reinstall or upgrade. Follow the guide on this page. Transfer it back after the computer is working again. If you are using versions of the software after August 2016, you don’t need to complete the transfer onto a second computer. You can simply save the generated transfer code, and re-apply the license to the original machine!
Be aware that backing up just your documents will not backup your software license, as the license is embedded in Windows.
You can backup Windows to an image file using software such as Macrium Reflect, TrueImage, or Windows Backup. We have verified that restoring an image to the same computer will preserve your softkey. If your original hard drive fails, you can also
restore to the same computer that has a different hard drive.
Tips:
After restoring your backup, verify your Zemax software is working. Even if it is, you should check your license status. Open the Sentinel Admin Control Center in a web browser. The address is http://localhost:1947.
Go to the “Sentinel Keys” tab. The license should look something like this:
If the status mentions “cloned” or another error in red, first review the article "How to troubleshoot softkey license issues." If you still need help contact Zemax Support for
assistance. Please include the exact error you are getting, or include a screenshot, and any information you can provide about what led to the problem.
A hardkey that is not working for any reason will be exchanged at no cost. The damaged USB dongle must be returned to Zemax before a key exchange will be issued. Contact sales@zemax.com for instructions on exchanging your key.
In some cases, a softkey can be reactivated on a computer that has experienced hardware or software failure. If a softkey license cannot be recovered from a machine with hardware or software failure or the machine was lost/stolen, a replacement license will be issued at no cost if the user purchased Zemax Productivity Assurance (ZPA). A second request can be filed within the same period for 20% of the cost of the list price.
If the computer on which a softkey is activated is lost or stolen, a replacement license will be issued at no cost if the user purchased Zemax Productivity Assurance (ZPA) with a perpetual license. A second request can be filed within the same period for 20% of the cost of list price.
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