activation error

[ML_7505829]

Hello

I need help at activating mathcad prime 9.0. I get the following error:
21.11.2023 14:28:19 : Die Lizenzanfrage ist fehlgeschlagen.
Requesting MathcadPrime ...
C:\Users\JKU\Downloads\sw_license_email_344350.dat: (-5) No such feature exists.

I guess this is because the license is from mathcad prime 3.1 and i try to activate 9.0.
Can I use the new version with me license? If not can I get an installer for 3.1?

[LucMeekes]

You cannot activate Prime version X+n (where n is a positive number > 0) with a license file for Prime X.

PTC have removed access to all installation sources for Prime versions < 7.

You may want to read this: https://community.ptc.com/t5/Mathcad-Tips/Official-PTC-Mathcad-15-and-Prime-1-6-End-of-Sale-Announcement/ta-p/818870.

Your best chance, if you have a perpetual license for Prime 3.1, to contact PTC customer support.

Success!
Luc

[ML_7505829]

Hi Luc

Thanks for the info!

Yeah I have a perpetual license.

How can I reach PTC customer support? I didn't find an email address on their website.

[DJNewman · Accepted solution]

Try one (or multiple) of these contact methods:
https://www.mathcad.com/en/support/customer-support-guide/contact/contact-by-web

https://www.mathcad.com/en/support/customer-support-guide/licensing/contact-licensing

https://www.mathcad.com/en/support/customer-support-guide/contact/contact-by-phone-emea

Good luck!