New Quartus license file not sent

[furufuru]

I issued a new Quartus Prime license from the Intel Self-Service License Center (SSLC), but the license file is not being sent via email.

The web FAQ states that the license file is sent within minutes of the request, but it may take up to 24 hours to receive the license file after the request is made. However, the file has not been sent after more than 24 hours.

Are there any possible causes and solutions? By the way, I had my Intel account migrated last month and the license files are tied to the new account, but I am concerned that the new license file destination is the old address.

I am waiting for any good advice.
Thank you for your cooperation.

[ShengN_Intel]

Hi,

For this kind of specific problem, please file a ticket through Premier Support check this link https://www.intel.com/content/www/us/en/support/articles/000057045/ethernet-products.html

Thanks,

Regards,

Sheng

[furufuru]

Hi Sheng,

Thank you very much for sending me a response message.
I have looked for the "Premier account" button on the screen to register Premier account but can't find it.
Please tell me where the "Premier account" button is located, as I will attach the My Intel screen shot.

Thank you for your cooperation.

Best regards,

furufuru

[ShengN_Intel]

Hi,

Based on the link:

Your account request will need to be validated and is subject to approval. An e-mail notification will be sent to you if the account has been approved. Therefore, the Intel Premier Support button will be visible in the My Intel Dashboard under the My Support section.

The button will only be visible once subject to approval and received the email.

Thanks,

Regards,

Sheng

[furufuru]

Hi Sheng,

Thank you very much for your message.

I tried to register for Premier Support but unfortunately got a message that access is denied. (see attached zip file)

It says to resubmit the request using the company email address since personal email addresses are not allowed, but I am currently out of the organization and do not have a company email address.

Is there any way I can get the answer information on this forum? Please advise if you have any other good solutions.

Thank you for your cooperation.
Best regards,

furufuru

[ShengN_Intel]

Hi,

I think you may ask regional distributor to help create Premier Support account https://www.intel.com/content/www/us/en/partner/showcase/partner-directory/distributor.html#sort=relevancy

We have a team in Premier Support to handle your license issue.

Thanks,

Regards,

Sheng

[furufuru]

Hi Sheng,

Thank you very much for your message.

I am not currently part of an organization so I do not have access to regional distributor to make a request.
Is there any way that the support staff can provide a solution in this forum? I look forward to your consideration.

Thank you for your cooperation.
Best regards,

furufuru

[ShengN_Intel]

Hi,

May I know is this evaluation license from SSLC? If yes, you may try to re-generate again.

If still can't, I can help you to generate from my site.

If purchased license need to get help from other team.

Thanks,

Regards,

Sheng

[furufuru]

Hi Sheng,

Thank you for contacting me so often.

The license I have is a purchased license, not an evaluation license.
I would be grateful if you could contact other team.

Thank you very much for your cooperation.

Best regards,

furufuru

[ShengN_Intel]

Hi furufuru,

I had sent an email internally.

Thanks,

Regards,

Sheng

[ShengN_Intel]

Hi furufuru,

Could you provide Serial# of the license for checking?

Thanks,

Regards,

Sheng

[furufuru]

Hi Sheng,

Thank you for your message.

I have responded to your customer support message regarding the Serial# information.
Please check that my message.

Best regards,
furufuru

[ShengN_Intel]

Hi furufuru,

Internal team had replied as below:

License expired screenshot (check attached):

License has already expired. If need a license, can consider buy a new Quartus.

[furufuru]

Hi Sheng,

Thank you for confirming the licenses.

I have two licenses that I asked you to verify, and the license you attached the expired1 is one that has never been licensed since the product was purchased. It also appears in the list of new licenses in the license menu.
So the status is "Unlicensed" and the number of licenses that can be created is 1.

The other license(expired2) I asked you to check was licensed at the end of last year, so its status is "licensed" and the number of licenses that can be created is 0. However, the license file has not been sent to me as I asked.

Moreover, the above two licenses are not included in the list of maintenance expired licenses.

Also, what does it mean when a license is no longer available even though it has never been licensed after the product was purchased? Even if the license has expired, I would be happy to have it renewed free of charge if at least the license has not yet been issued, but I am not convinced that I should have to pay for it again.

I believe that there may be a delay in the issuance of licenses due to development circumstances, but I would appreciate it if you could re-confirm your opinion on how to handle this situation.

Best regards,
furufuru

[furufuru · Accepted solution]

Hi Sheng,

I have successfully generated a license file using the new license I obtained and have confirmed that the Quartus software successfully recognizes the registration information using that file.
I greatly appreciate your prompt and courteous response.
Thank you very much for your assistance in this matter.

Best regards,
furufuru