This article explains how to exchange your Zemax hardlock key for a new Sentinel USB key.
This article is also available in Japanese.
Authored By: Andrew Locke
How To Exchange Your Zemax Key
This article explains how to exchange your Zemax hardlock key for a new one. Follow these steps if you have a defective key, or an obsolete key type. (Note: If you already have a Sentinel USB key and you think it might be defective, please see the Knowledge Base article "What to do when Zemax will not run".)
*PLEASE READ THIS ENTIRE ARTICLE CAREFULLY AND FOLLOW INSTRUCTIONS PRECISELY TO AVOID MISUNDERSTANDINGS AND EXPEDITE YOUR KEY EXCHANGE.*
Step 1: Determining Your Key Serial Number
If you already know your key serial number, please skip to Step 2.
If you would like to upgrade to the new Sentinel key type, you must first determine your key serial number. This number identifies your key, and is used to establish the eligibility of your license for a key exchange. If your key serial number is greater than or equal to 22000 then you already have a Sentinel USB key and it doesn’t need to be replaced unless it is physically broken.
Method #1: Run Zemax and press the F10 key. Disregard the numbers in front of the hyphen when using this method. The serial number is shown circled in red in the example below.
Method #2: The serial number may be handwritten or engraved on the key. The number circled in red is the serial number in the examples below.
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Rainbow SuperPro parallel port key with handwritten serial number
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SRB number *This is not the serial number*
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Rainbow SuperPro purple USB key with handwritten serial number
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SRB number *This is not the serial number*
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Rainbow SuperPro purple USB key with engraved serial number
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SRB number *This is not the serial number*
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SafeNet Sentinel black USB key with engraved serial number
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This is a Sentinel black USB key, which is the latest technology.
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Note: If you are unable to determine your key serial number using the above methods or unsure if your key works with Zemax, please contact sales@Zemax.com or call 425-822-3406 for further identification.
Step 2: Current Support Is Required
There is no charge for the key exchange, as long as the key has current support. If you know that your key has current support, please skip to Step 3.
If the support expiration date is uncertain, email the key serial number to sales@Zemax.com and request the expiration date.
If support has expired, please purchase Zemax Support before following the next steps. The quickest way to purchase support is to go online to http://www.radiantzemax.com/en/zemax/price-list.aspx and pay with a Visa, Discover or MasterCard. For other payment options, please contact sales@radiantzemax.com or your local distributor. We do not replace keys with expired support, even for a fee.
Step 3: Complete the Key Exchange Form
Please visit this link to open the Key Exchange form, fill it out, print it, and include it with your key when returning it.
http://www.radiantzemax.com/downloads/Key_Exchange_Form.doc
Alternately, you can print out this page and type in the required information, or just use a separate piece of paper.
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KEY EXCHANGE FORM
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(Enclose this completed form with your key.)
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*Key Serial Number (see above)
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*End User’s Name
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*Company Name
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*End User’s Address
(If PO Box, please provide physical address in the section below)
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(Address Line 2 – if needed)
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*End User’s City
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*End User’s State or Country
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*End User’s Zip or Postal Code
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*End User’s Telephone Number
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*End User’s Email Address
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Tax ID No. (* required for Brazil)
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*Is there a different shipping address for your new key?
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YES: fill in the fields below
NO: leave the below fields blank
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Contact Name
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Company Name
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Physical Address (No PO Boxes please)
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(Address Line 2 – if needed)
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City
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State or Country
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Zip or Postal Code
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Telephone Number
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Email Address
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*Asterisk denotes required fields. If the end user information provided on this form doesn’t match our database, we will contact you for an explanation. This could cause a delay in shipping your new key to you. If you have recently changed your address or contact information, please notify us in advance of shipping your key. Note: FedEx will not ship to a PO Box. Someone must sign for your new key; FedEx will not deliver without a signature. FedEx will email the tracking number to you when the new key ships from our office.
Step 4: Ship the Key with the Key Exchange Form
We recommend shipping via Federal Express as they provide you with a tracking number and proof of delivery. Radiant Zemax, LLC does not replace lost or stolen keys. The hardlock key is worth the full value of the software. Sender is responsible for shipping charges to our office.
Enclose the Hardlock Key and the Key Exchange form in an envelope without bubble wrap or extra packing material. Seal the envelope and then put it in the courier’s packaging so that it is double sealed.
Ship to (We Have Moved!):
Attn: Zemax Exchange Key (S/N) <----please include your key serial number
Radiant Zemax, LLC
22908 NE Alder Crest Drive, Suite 100
Redmond, WA 98053-5894 USA
Phone: (425) 844-0152
IF YOU ARE SHIPPING FROM OUTSIDE THE UNITED STATES:
· Sender is responsible for the cost of shipping including all duties and taxes.
· The outside of the envelope or box must be clearly marked for customs purposes with the following: "Goods Manufactured in USA. Return for Repair/Replacement.”
· Customs Value US$0. If your shipper requires a non-zero value enter US$1.00 - one dollar - maximum.
· Quote the Harmonized Code /Schedule B /HTS Number 8471.80.1000 on the shipping documentation.
· If the package is not marked as such, it will be refused and returned to sender.
· Do not use TNT or DHL as we have had many problems with their customs paperwork. We recommend FedEx.
Step 5: Frequently Asked Questions
When will I receive my new key? Once Radiant Zemax, LLC has received your Hardlock Key and Key Exchange form, we will ship the new Sentinel USB key within three business days via Federal Express Standard Overnight (to customers within the United States) or Federal Express International Priority (to customers outside the United States) at our expense. The old key must be checked in and tested before the new one is issued. We expedite the exchanges as much as possible, and often we can ship the new one the same day we receive the old one, but there will be some downtime while your keys are in transit.
Will my Zemax key serial number be the same? No, the new key will have a different key serial number.
What if I send you an XE (Extended Edition) key? Your replacement key will be an SE (Standard Edition) key, which is equivalent to your XE key. We no longer carry XE keys since these have been discontinued. Zemax-SE now has the same features as Zemax-XE. Should you ever decide to upgrade to EE, the price is the same whether you are currently using SE or XE.
Will my new key work with older versions of Zemax? The new keys will only run versions of Zemax released in April 2006 or thereafter. Prior to April 2006, the Zemax software did not include the programming required to talk to the new black Sentinel keys.
Am I required to exchange my key? Yes, if your key serial number is less than 22,000 (these are SuperPro keys) and you want to keep running new versions of Zemax. The older keys will continue to run with previous versions of Zemax; however, these older keys will not be supported in future versions of Zemax.
For Customers Outside the USA only:
Why is the customs value zero when the replacement value is not? When you purchased your copy originally, we shipped it to you with a sales invoice. Your country would have assessed import duty and customs charges at that time. You are now returning this key temporarily for repair/replacement. As the key will be returned to you there is no need to assess customs charges again. If the key is lost in shipping however, its replacement value is the full purchase price. Always be clear with your shipper that you are sending the key to the USA for repair/replacement, and that it will be returned!
My shipper will only insure up to the customs value! What now? Declare the replacement value and follow these additional steps:
- On the airbill, clearly indicate that the shipper is responsible for the freight, duties and taxes by checking the appropriate boxes. Do not leave these questions unspecified.
- State “Goods Manufactured in the USA” and “Return for Repair/Replacement” on the airbill and all other documents.
- Quote the Harmonized Code /Schedule B /HTS Number 8471.80.1000 on the shipping documentation.
- Complete the DECLARATION FOR FREE ENTRY OF RETURNED AMERICAN PRODUCTS form (this is a PDF and will open in a new window). You only need to add the following:
- Section 2, the shipping date.
- Sections 12, 13, 14 and 15, your name and title, company name and signature
- Section 9, enter your key's serial number and approximate original purchase date (if known).
- Section 10, delete the incorrect value so that only the correct value is shown
Enclose this form with the airbill on the outside of the packaging.
Can I return the key via my local distributor? If you purchased your key, or current support, via your local distributor you can send the key to your distributor and they will manage the export process for you. Contact your distributor for details.