Faculty/Staff - FAQs

If you have questions about this website or about licensing through our office, please review this Frequently Asked Questions page before contacting us. If your question is not listed below or you need more information, please email or call us at 585-0675.

I placed an order recently. Why haven’t I gotten any CDs?
What is an “uplift” license?
Can I use my software on my home/laptop computer?
What is my user name and password?
My uNID doesn’t work.
Is this product available for download?
Can I make a backup of my software?
My disc is scratched/lost/damaged. Can I replace it?
How do I submit a campus order?
I got my license and/or software but I never got my serial numbers!

I placed an order recently. Why haven’t I gotten any CDs?
When you order a license from us, you have the legal right to use the software. However, since many people order licenses for their department in bulk, we don’t automatically include the software with the license – it would simply be unnecessary. So we offer a separate option to allow our customers to buy only the software they actually need. This means that if you wish to purchase the CDs, you must select the license that says “includes CD”, or you must order it separately.

If you did order the CD but have not received it, then either you did not select “courier delivery” (in which case you may pick up the software), or the courier has not delivered it yet. (Please allow 2-3 days for delivery.) You may call us or email us to check the status of your order if you are sure you selected “courier delivery” and it has been longer than 3 days.

What is an “uplift” license?
An uplift license upgrades a current single user license to a network license. You must already have the single user license to be able to use the “uplift” license.

Can I use my software on my home/laptop computer?
Some licenses allow for this, but others do not. There are two types of licenses.

A "Home Use Only" license allows you to install the software on your home computer or laptop. It is intended for home use only - the license does not allow for installation on any university owned computer. Read terms.

A "Work At Home" license allows you to install the software on your home computer or laptopas well as your university owned computer. Read terms.

What is my user name and password?
Your user name and password will both be the same as your regular uNID (University ID) information. If you do not know your uNID or password, you will need to call the campus help desk at 584-1000 or visit the Network ID Tools page for assistance.

My uNID doesn’t work.
Our online ordering system uses the uNID to verify your identity and ensure that only authorized people order software licenses from us. Since we do not support this particular system, you will need to call the campus help desk at 581-4000 or visit the Network ID Tools page for assistance.

Is this product available for download?
If there is a downward pointing arrow next to the product, then it's available via donwload. Otherwise, you need to purchase the license with media or purchase the media separately.

Can I make a backup of my software?
No. Only the Office of Software Licensing has permission to make copies. This is to maintain accurate records of the number of copies and licenses that we have distributed. If you want a second copy for archival or backup purposes, you will need to buy another set of the media.

My disc is scratched/lost/damaged. Can I replace it?
Yes. Contact us by email or phone to find out what you’ll need to do to buy a new disc or set. Be ready with relevant information to verify that you have a current license for the software.

How do I submit a campus order?
If you are paying for your software with a campus order and ordering the software online, our system will automatically generate a campus order for you. All you need to do is print out the finished campus order, sign and date it, and fax it to 585-0676 or send it to our office at 585 Komas. We cannot process your campus order until we receive a signed copy.

If you've misplaced your copy of the campus order, you can retrieve it using the following URL (YYMM=last two digits of the year and the digits of the month in which the campus order was created & ORDER#=your order number):
https://umarket.utah.edu/osl/db/campus_orders/YYMMCOs/ORDER#.pdf
i.e. https://umarket.utah.edu/osl/db/campus_orders/0603COs/1234567890123456.pdf
https://umarket.utah.edu/osl/db/campus_orders/0603COs/H_1234567890123456.pdf

I never got my serial numbers!
Your serial number or license key will be printed on the receipt generated at the end of your online order. When you complete your order, you get a page that says “Please print this receipt for your records.” You must print out a copy since this receipt contains your serial numbers. Some licenses say “See Text File” instead of listing a serial number – for these files, you must click the link and save/print the information there.

If you failed to print this receipt, you will need to email us and give us your order number. A copy of the receipt in PDF or HTML format will be emailed to you.