Support FAQ

1. I have not retained a copy of the original media. Where can I obtain media copies of previous versions?

Customers with current support subscriptions may download copies of FINCAD software products. Please contact us for instructions.

2. I have not retained a copy of the original media. Where can I obtain media copies of sunset versions?

Media replacement is available only for versions of FINCAD software products that have not been sunset.

3. What are sunset products?

Sunset products are products which FINCAD no longer actively supports. If support is not available for the version that you are using, this means it has been sunset (discontinued). This FAQ also contains information about why FINCAD sunsets products and when FINCAD sunset products. If you have further questions, please call a FINCAD representative.

4. Why do you sunset products?

At FINCAD we sunset our products so that we can continue to provide the very best value product and service to the largest majority of our clients. It is not possible for FINCAD to provide support for versions of software that are very dated for the few clients that have not upgraded.

5. When do you sunset products?

This depends on the product but typically FINCAD will actively support the current version and two prior versions. Typically there is a grace period of 1 year thereafter when any current support contract is honoured before a version is sunset. The vast majority of FINCAD clients upgrade well before products are sunset to take advantage of new functionality and remain current on support.

6. I have a perpetual license. Doesn’t this mean I also have perpetual support?

No. Sale of FINCAD software licenses, including upgrade sales, are done with the first year of support. To remain on support you need to renew your support contract.

7. I have more than one license. Can one annual support contract cover multiple users?

No. To take advantage of FINCAD’s support program, each named user associated with a license needs to have a current support contract.

8. I have a sunset product and I need to move my license to another machine. What do I do?

To do this, you must deactivate your copy of the software by completing the License Key Deactivation and Transfer form. Once you have completed the form, fax or email it to the supplied contact. There is a one time fee associated with this procedure to cover the administration costs involved. Note that media replacements are not available for sunset products, you must have retained your original media copy.

If you have a FINCAD XL or FINCAD Developer v8 or below click here, for v9 click here to obtain the form.

9. I have a sunset product and due to a complete hard-drive failure there is no way to deactivate the software. What do I do?

In the rare event that the hardware was irrevocably damaged, FINCAD requires you to complete the following License Key Deactivation and Transfer form and fax it to the supplied contact. There is a one time fee associated with this procedure to cover the administration costs involved. Note that media is required for this operation, and media replacements are not available for sunset products, you must have retained your original media copy.

If you have a FINCAD XL or FINCAD Developer v8 or below click here, for v9 click here to obtain the form.

10. If I don’t have support, why does FINCAD courier my new activation codes rather than sending immediately by email or over the phone?

A client’s details change frequently. Where FINCAD has no current relationship with an end user or company, FINCAD needs to verify the original purchase and ensure that the end recipient is the valid licensee. Ensuring the physical address of the end recipient is one part of that verification process. Click here to obtain the form.