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Is My Key Under Current Support?

The article explains how to tell if your key is currently eligible for technical support and upgrades to OpticStudio software. 

It also explains how to update the support expiration, and what to do if it fails. 

Contents:
Checking Your Support Expiry Date
If The Check For Updates Process Fails (Black USB keys)

Get Help Updating Your Support Expiration

 
Mark Nicholson
12/12/2016
Frequently Asked Questions
OpticStudio

Checking Your Support Expiry Date

When you buy a copy of Zemax OpticStudio, it comes with 12 months of technical support and upgrades to the software. After that time, you can choose whether to continue receiving support. To see if your key is eligible for support, just launch OpticStudio and click on Help Tab and the About button to see the key serial number and the support expiry date:

Help Tab

About Window


Identify your license type before updating

The update method differs depending on your license key type and OpticStudio version. OpticStudio is currently available with a softkey license, or a red/green USB key. It was previously available with a black USB key which are no longer issued. If you are not sure which type you have, refer to this article for help identifying it.


Check for updates with a softkey, a green USB key or red USB key


If you use OpticStudio on a company network and connect to a server with a softkey or red USB key, then your network administrator for the OpticStudio server machine will have to perform the license update. You can check if you have either type of key by opening Help / Zemax License Manager. The license number displayed would be something like L100000, and say "Network" for the License Type. Refer the network administrator of your key server to the "get help" section at the bottom of this page.

Automatic updates

If you use a green or red USB license or a softkey license, and are using a version of OpticStudio (Or the Zemax License Manager) dated after Sept 2016, it will automatically check for and apply support updates when launched (once per day). Therefore, no action is needed. If OpticStudio doesn't show the correct support date or information, first try the manual update method below using the update code you were sent. It that still fails, move to the "Get Help" section at the bottom of the page.

Manual updates

If you use a softkey, a green or red USB key, and a version of OpticStudio (or the Zemax License Manager) dated before Sept 2016, then updates are applied via an update code. Refer to the following articles to get your support updated.

Softkey update articles:
If your machine is online, refer to Transferring and Updating a Softkey License  or if offline, follow Activate, Transfer, or Update a Softkey License On A Machine Without Internet Access

Red or Green key updates: 
Update a Red or Green USB Dongle With Internet Access or Update Green and Red USB Licenses on a Machine Without Internet Access

 

Check for updates online (Black USB keys)

If your machine does not have internet access, skip to the Check for updates offline section below

IMPORTANT: Support updates for Black USB keys are not generated automatically for releases of OpticStudio or Zemax that are no longer under support. This means releases over 2 years old per the Legacy Version Support and Update Policy. If you are using an unsupported version of OpticStudio, move to Get Help Updating Your Support Expiration" section of this document to get a manual update.

Once you have verified you are using a supported release of OpticStudio, you can update the support expiry date by clicking on Help Tab > Check For Updates. You should then see:


You are running the current version

If it thinks your support is expired, it will state that instead. Press OK, and OpticStudio will offer to download the latest license file:

Update your License File

Press 'Yes'. When the download is complete, just exit and restart OpticStudio to see the up-to-date information.

 

If The Check For Updates Process Fails (Black USB keys)

This only applies to Black USB key updates.

Clear browser temporary files.

OpticStudio checks for Updates using the Internet Explorer engine in Windows. Sometimes it will cache an old support update and prevent ZOS from downloading the current one. You can work around this by clearing the Internet Explorer temporary files. 

1. (Windows 7) - Click Start, click Control Panel, click Network and Internet, and then click Internet Options.
(Windows 8, 8,1, 10) - Click Start, type "Internet Options" (without quotes) and it should automatically search. Click the first result, which should have a gear symbol to indicate it is a settings app.

2. Click the General tab, and then click Delete under Browsing history.

3. Check the "Temporary Internet Files" box. Uncheck any other boxes, as they are not necessary to fix this issue.

4. Click Delete.

5. Try checking for updates in OpticStudio again. If it still fails, use the check for updates offline method in the next section.
 

Check for updates offline (Black USB keys)

This applied to machines that do not have internet access or the check for updates process fails.

1. If using the latest release of OpticStudio, go to the OpticStudio Download Page. For previous versions, visit the Legacy Version Support and Update Policy.

IMPORTANT: Support updates for Black USB keys are not generated automatically for releases of OpticStudio or Zemax that are no longer under support. This means releases over 2 years old per the Legacy Version Support and Update Policy. If you do not see your release on the Legacy Version Support page, move to Get Help Updating Your Support Expiration" section of this document to get a manual update.

2. Once you are on the correct link for your release above, open the "Resource Files" section,
3. You will find a file called LC_XXXXXX.DAT (where XXXXXX matches the release date of OpticStudio). Download this file.
4. Move it to the OpticStudio license folder. This is normally located in your user account's Documents\Zemax\License folder. When asked, replace / overwrite the current file.
5. Restart OpticStudio and you will see the support update. If you do not, move to the Get Help section below.


Get Help Updating Your Support Expiration

If you are still unable to update your support status, or are using an unsupported release, Zemax support is happy to help.

For Black USB licenses (both network and single user): Simply send a screen shot of your OpticStudio Help > About screen to to the Support Team. If a screenshot is not possible, you can also provide your key number, OpticStudio version, and release date (such as OpticStudio16 SP2, July 20 2016).

For softkey licenses, a red USB key or green USB key, you just need to provide a screen shot of the "License Information" page in the "Zemax License Manager" application. If this is for a network licenses, a screen shot of the server, not the client machines is needed.