Why is it so difficult to get help?

JohnMiddleton · ‎Jun 24, 2012

I paid a lot of money for MarhCad and now that I want help none is forthcoming.

I have Mathcad 15 on my old computer and basically it (the computer that is) needed upgrading. So I transfered all the programmes to the new computer. Mathcad does not work!

Contacted PTC who sent 4 new licenses changed them to .dat as advised told the license dialog box where they were. Nothing - does not work.

Why do I have 4 licenses? (None work in any case). No explanation - nothing from PTC.

Apparently now I need to pay for suppport to ask for help to make the programme I paid for a year ago to work? How is that right?

Please help me

John

VladimirN · ‎Jun 25, 2012

John,

When you move to a new computer you need to transfer a license using the option "Reconfigure Software Licenses" on the PTC's site, here: http://www.ptc.com/appserver/lm/rsl/reconfig.jsp. Also, when creating a request for a new license, you must specify the new MAC-address (from a new computer). You can use the MAC Reader to determine the MAC address of network card: http://communities.ptc.com/servlet/JiveServlet/download/38-27743/MAC_Reader-en.exe

mzeftel · ‎Jun 25, 2012

John,

In addition to Vladimir's advice, you can go to www.ptc.com/support.

Choose your product: Mathcad.

Then you'll see the Mathcad Installation and Licensing Support

or go directly to http://www.ptc.com/support/mathcad_supportCenter.htm.

Mona

ptc-4106046 · ‎Feb 15, 2013

I second John's sentiments. Something seems to have happened when PTC took over management of MathCad. A beautiful and innovative software with great potential was converted into a cash cow. Suddenly prices increased astronomically, user support roadblocks appeared, innovation slowed, and the licensing process has turned into a nightmare. The licensing process used by PTC is more maniacal even than that used by SAS, but at least SAS technical support is best in class. For those of us who are skilled mathematically, but lack the patience and sophistication required to deal with beauracracies, this has been a disaster.