MathCAD 15 license issue on a specific host

[AB_10913177]

Hello PTC community,

Im contacting you regarding a reoccurring issue we've encountered with a license on a specific Host,

Since 25.08.2025 we installed Mathcad License(Prime 6 which is compatible with MathCAD 15) Locked version on our host. 

The license activates the software and works as intended for couple of days, after that it's getting deactivated and has to be activated again (Activated 3 times already).

We've followed the procedure as shown in PTC Knowledge Base and it has worked successfully on multiple other hosts. Only on this case we encountered this issue.

Kindly advise how to proceed & let us know if more information is needed.

Best regards

[BR_10929049]

Yes, please advise with this matter.

[Catalina]

Hello @AB_10913177,

Please consider opening a PTC Case with tech support. You can do so here: https://www.ptc.com/en/support/ 

Best regards,

[AB_10913177]

Hello Catalina, 

Thank you for your quick response,

We've tried to open a support case on the PTC support website and it showed a prompt that we're entitled to Silver Support, which is available on the Developer Community forum,

Could you please let us know to whom should we address the Support Tires packages?

Best regards

[Catalina]

Hi @AB_10913177 

You can upgrade your account here: Upgrade your PTC User Account and follow this Article - CS43007 - How to upgrade the PTC web account to Customer support account

[AB_10913177]

Hello Catalina,

Thank you for your prompt reply,

We've had already the Gold Support package, however when tried to open the case we receive the following message,

Could you kindly advise?

Best regards

[Catalina · Accepted solution]

Hi @AB_10913177 

I think that in this case it would be better to address the account issue to your PTC CSM. 

[AT_10929059]

Following the subject, as it is impacting to our business, as we have quite a few users that need MathCAD 15 licenses