What Happens if a License is Lost, Stolen or Damaged?

This article describes Zemax policy on replacing lost, stolen, or damaged softkeys and hardkeys.
Kristen Norton
06/20/2017
None
OpticStudio
Installation and Troubleshooting
Hardware Key

Note: Key exchanges and replacements require the license have a current software maintenance contract.
 
OpticStudio is licensed on a perpetual basis via either a soft key or a hard key (USB) which controls access to the software. The license is worth the full value of the software.
 
Any consideration for key exchanges or replacements as described below require that the license has a current maintenance contract (also known as “Support”) to be eligible. All new purchases for OpticStudio licenses come with an initial one year maintenance contract which is renewable on an annual basis.
 
OpticStudio software can be downloaded and installed from the Zemax OpticStudio Downloads page. Both soft key and hard key OpticStudio licenses are transferrable, but cannot be used on more than one machine at a time.
 
There are scenarios whereby a license can be lost, stolen, or damaged. Zemax’s policies regarding key replacements for both soft keys and hard keys are outlined below.
 
MALFUNCTIONING HARD KEY
A hard key that is not working for any reason will be exchanged at no cost. The damaged USB key must be returned to Zemax before a key exchange will be issued. Contact sales@zemax.com for instructions on exchanging your key.

LOST OR STOLEN HARD KEY
If a hard key is lost or stolen, a replacement license will be issued at an 80% discount if the user purchased Zemax Productivity Assurance (ZPA). The user will be required to sign a form agreeing to deactivate/return the original license if it is ever recovered. Without ZPA, a new license must be purchased at full list price.
 
COMPUTER FAILURE RESULTING IN A LOST SOFT KEY
If a soft key license cannot be recovered machine with hardware or software failure, a replacement license will be issued at no cost if the user purchased Zemax Productivity Assurance (ZPA). The user will be required to sign a form agreeing to deactivate the original license if it is ever recovered. Without ZPA, a new license must be purchased at full list price.

In some cases, a soft key can be reactivated on a computer that has experienced hardware or software failure. Best practices for soft keys and resolution tips are outlined in the article How to Protect and Prevent Loss of Your Soft key License.
 
LOST OR STOLEN MACHINE HOSTING A SOFT KEY
If the computer on which a soft key is activated is lost or stolen, a replacement license will be issued at an 80% discount if the user purchased Zemax Productivity Assurance (ZPA). The user will be required to sign a form agreeing to deactivate/return the original license if it is ever recovered. Without ZPA, a new license must be purchased at full list price.