PTC Rejects my Product Code for Prime 7

[Strib]

I properly purchased Prime 7.0 last February.  But I can't get any support, submit a bug report, or upgrade to Prime 8, because the first thing I must do is enter the Product Code.  I enter it - it's right here in my purchase documents along with my SON, SCN, etc.

But... I immediately get the message that itis not a valid Product Code.  I get nowhere, cannot even get through to the listed phone number.

Any advice would be greatly appreciated.

[ppal]

See if any of these help

 Create account here

https://support.ptc.com/appserver/common/account/createAccount.jsp

https://community.ptc.com/t5/Mathcad-Installation/How-to-Activate-Mathcad-Prime-7-0-0-0-Or-8-0-0-0-Using-product/m-p/721634#M414

[VladimirN]

"Mathcad Support Center": https://support.ptc.com/support/mathcad_supportCenterOpt.htm

[ppal]

His code  does not work.

"But... I immediately get the message that itis not a valid Product Code.  I get nowhere, cannot even get through to the listed phone number."

[Strib]

I much appreciate the help offered by ppal and VladimirN.  I went to all the links suggested and remained blocked.

ppal evidently tried using the Product Code I listed and confirmed that it doesn't work.

Yet,..   IT IS exactly what is on my Order Confirmation of last February for Mathcad Prime 7 with Support.  It DID work to install and activate the product, which I have been using (I've been an mcad user since its earliest days).  But I simply cannot log a support case or upgrade to Prime 8 or anything.  I want to file a Bug Report confirmed by several other Community members.  I fear that at the turn of the year I will be unable to renew my subscription.

One of the sites I was referred to listed the prefixes for single-user product codes - and MX was not among them!   I simply don't know what to do now.

One member who's been helpful to me suggested it was unwise to post the product code on this public site.  I apologize if I did so improperly.  I will delete this post on Monday.  Maybe I'll first hear how I can make contact with PTC.

[MartinHanak]

Hi,

please read following notes ...

1.)

You are able to create discussion on https://community.ptc.com/ website. This means you own PTC user account (maybe only its Basic type). Go to https://www.ptc.com/support/my-web-account/upgrade page, enter your SON, SCN, ... and Update your account.

Update action "connects" your account with your MATHCAD item.

2.)

After account update, you will be able to use following pages:

https://support.ptc.com/apps/licensePortal/auth/ssl/index  >>> to get license file

https://support.ptc.com/apps/licensePortal/auth/ssl/advsearch >>> to search your MATHCAD item

>>> after click plus sign button you will MATHCAD current version

>>> after click Rev Up button you will be able to upgrade MATHCAD to Prime 8.0 version

3.)

After account update, you will be able to download installation package using https://support.ptc.com/appserver/auth/it/esd/index.jsp page.

[Strib]

Thanks MartinHanak, and others - this ultimately led me to realize the source of my main problem.  In one of the links I was able to see that my PTC Web account was fixated on my OLD customer number (mcad 15 and earlier) - which had me blocked for Prime 7 support - and showed me how to redirect it to my NEW customer number.  Pretty lame, I guess.

But now a new issue...  I successfully downloaded and installed the upgrade to Prime 8.  But I cannot retrieve the license file - the Website rejects my Host ID as "Invalid Hardware".

I'm certain it's the right Host ID - I can see it in my Prime 7 license file and have confirmed it on this machine using  ipconfig/all .

Thoughts, anyone?

[ppal · Accepted solution]

Read

https://www.ptc.com/en/support/article/CS314914 and hopefully it is of some help to you.

Regards

Pranesh

[Strib]

Thanks to all.  with all this, I have Prime 8 working.

[MartinHanak]

Hi,

if your right Host ID belongs to USB network adapter then you're screwed. PTC has banned the use of this hardware.