Licencing Question

[Stephen_Sutcliffe]

Not sure if this is the right place to submit this type of topic...

I have just renewed my subscription for Premier Support as it was due to expire on 6th November. I received a licence file a couple of weeks ago and the registration showed an updated expiry date of November 2023 which is as expected. However at 12:00 midnight, every night, for the past few weeks I get a message saying it will expire on 6th November and still does.

<Image removed from public forum to avoid the leak of the serial numbers>

When I clicked Renew>> it sometimes said it couldn't connect to the server or other times it took me to a page advertising an upgrade to a multiple node subscription. This page did however confirm that my expiry date is Nov 2023 contrary to the one shown on the form.

The good news is that I can still use the software without any problem though I didn't now if this would be the case until the 7th.

I asked my supplier (Grey Matter in UK) to check two or three weeks and they confirmed that everything was set up ok and passed my query on to Intel. The response from Intel was for me to click on a support link that took me to a login support website.

https://www.intel.com/content/www/us/en/forms/support/my-intel-sign-on-support.html.

which didn't look relevant as it was related to user account login details not licencing. To cut a long story medium length, I believe I've tracked the problem down to an app called Intel Software Manager which I believe was installed back in the day with an earlier version of XE when programs required licences. My questions are:

1) Is it safe to get rid of the Intel Software Manager as it is now obsolete? (I think you used to be able to run this from Visual Studio.)

2) If so should ISM get removed when uninstalling the older versions if it is no longer appropriate?

3) If not why does ISM keep sending reminders? (The cynic in me wonders if it is to try to get you to upgrade (at much extra cost but no real benefit) to the multi-node option. 

4) What is the point of the licence file?

I do wonder if it is worth paying for this Premier Support in future if you can continue to use the software free of charge. I assume you would no longer get updates in this case.

This whole licencing philosophy is very confusing. 

[Soumya_M_Intel · Accepted solution]

Stephen, thanks for posting your concern on the forum. We apologize for the inconvenience caused. Kindly note that the Intel® Software Manager servers recently went down permanently.

Note: We have removed the image you had shared from the forum as it was displaying your serial numbers to everyone. However, the image is stored in our end for reference to the concern. For future reference, please do not share any private information such as: login id, license serial number, password, purchase document, a registration email, etc, in the forum posts. That would make it publicly available. Our internal team will request it via private message or email when required.

Due to this the Intel® Software Manager was not getting connected to the server as you had mentioned. We understand you have already found this, however just to re-assure, please know that it would not disrupt the installation or usage.

However, if it does cause any problem to the installation other than the software manager not working, please feel free to let us know about it.

You may use your Intel® Registration Center account for the same purpose as the Intel® Software Manager. The information that was found on the Intel® Software Manager was available via the Intel® Registration Center's server.

Intel® Registration Center Link: https://registrationcenter.intel.com/en/products/

Please find the answers to your queries in the same order below

• Yes, it is safe to uninstall the Intel® Software Manager. You would only need to make sure that the license file is in the default license directory.
  • On Windows*: <installation drive>\Program Files\Common Files\Intel\Licenses
  • On Linux*: /opt/intel/licenses
  • On macOS*: /Users/Shared/Library/Application Support/Intel/Licenses
• Yes, as the servers are permanently shut down you may uninstall it for older versions as well.
• Please don't worry about it. That might be occurring due to some technical glitch as the servers went down. However, we assure you that your license with product: 'Intel® oneAPI Base & HPC Toolkit (Single-Node) Version: 2021' expires on 11/07/2023 (mm/dd/yyyy). You may visit the Intel® Registration Center to confirm the same.
• The license file can be regarded as the key required for installation of the product. It is recommended to remove old copies of it from the default directory (mentioned above) and use a fresh copy after renewal or upgradation to avoid any issues. The Intel® Software Manager was a utility that allowed downloading & installing updates, managing license subscriptions, etc. However, they can still be done via the Intel® Registration Center.

Nonetheless, please let us know if there are any concerns regarding navigating to any necessary details in the Intel® Registration Center or regarding the current installation. We would be glad to assist you with it.

Hope you have a great day ahead!

Regards,

Soumya

[Soumya_M_Intel]

Hi Stephen,

Please let us know if you have any further queries or concerns.

Regards,

Soumya

[Soumya_M_Intel]

Hi Stephen,

We understand that you might be looking into the information provided regarding your queries. However, this is to update you that we have not heard from you on our previous responses. Please reply within the next 24 business hours to keep this thread active.

Regards,

Soumya

[Stephen_Sutcliffe]

Hi Soumya,

Thanks for your help. I have uninstalled the old ISM programs and everything seems to be working ok now.

PS I did try to reply to your e-mail to say matter has been resolved but it was a "no reply" type so didn't get through.

My first attempt replying on here resulted in an error message, but it seems fine now.

Thanks again.

[Soumya_M_Intel]

Hi Stephen,

Thanks for getting back to us on the thread. Glad to know that everything is working fine now.

Yes, the replies have to be done directly on the forum thread. Thanks for letting us know about the error on the thread. For that, we had checked your account to make sure everything is properly synced. We found a technical glitch which may have caused. However, we have fixed it completely.

We hope not, however, in the future, if it occurs & persists in any other forum post or thread, please try clearing your cookies, cache and system temporary files before using an Incognito Tab to visit the forum link. If the issue still persists, please feel free to reach out to us through any medium accessible at that point. Our internal team will route you to the correct team for proper assistance.

Online Service Center Link: https://supporttickets.intel.com/?lang=en-US

Proceeding further we are closing this thread as the primary concern is resolved. However, if you need any additional information or have any further concerns, please feel free to post a new question as this thread will no longer be monitored by Intel®. We are here to assist you.

Hope you have a great day ahead!

Regards,

Soumya