Information Technology Services

Home » Software » FAQ

Software Frequently Asked Questions

Access and Licensing

  1. Why can't I see a program that I know is on the network?
  2. What is "KeyServer" and why do I need the KeyServer client on my computer to use software?
  3. Do I need to be connected to the UNCG network to use a keyed application and if so, why?
  4. How can I make a suggestion for an application for ITS to buy for campus?
  5. May I install software on my computer that is not supported by UNCG?
  6. Why must I show "proof of purchase" (and what constitutes proof) for a license that I or my department have purchased for my university-owned machine?
  7. What are the penalties for installing software without being legally licensed?
  8. How can I avoid having to wait in a queue for a license for Adobe Acrobat?

Help and Training

  1. Can I get help on how to use an application that's on the network?
  2. For which software does ITS run workshops?

Software Purchase

  1. Can I buy software at a discount from ITS?
  2. Why can’t I see software in the store that I know other people can see?
  3. How do I download software from the store?
  4. The download failed, what do I do?
  5. How many times may I download a piece of software that I purchased from the store?
  6. I need to reinstall the software; how do I get more downloads?
  7. I could download the software but I can't get it installed when I try. Where can I get help?
  8. Do I need to download the software from the store every time I want to install it, or can I copy the installer to a disc or USB?
  9. Where do I find the code to activate my software?
  10. Read&Write Gold is prompting me for an activation code. What do I do?
  11. How do I get the back-up disc I purchased?
  12. I need to order software for another faculty or staff member - why do I get a messaging saying they can't be found when I try to enter their username?
  13. Why isn’t SAS offered in the online store?
  14. My license for SPSS has expired. Do I have to pay to update my SPSS license if I already have the software?
  15. How do I fix a license issue with SPSS?
  16. Is there a limit on how many times I may install SPSS?
  17. I have a split hard drive (Mac & Windows). May I download and/or install the software on both partitions?


Accounts and Licensing

  1. Why can't I see a program that I know is on the network?
    Not everyone has access to all of the same software. Because of budgetary rules, software which is bought with "student fee" money may only be used by units with the following characteristics:
    • the unit offers for-credit courses (e.g., DCL)
    • the unit provides direct technology support to faculty developing for-credit courses or to students performing work for for-credit courses
    • the unit provides computing labs directly for student use (e.g., Library)
    In addition, some software may have been purchased by a particular department and therefore is accessible only by the members of that department. A list of software, who can access it, and where it is located, can be found on the Available Software page.
  2. What is "KeyServer" and why do I need the KeyServer client on my computer to use software?
    KeyServer is a program that allows ITS to manage software licenses by limiting the number of simultaneous users of an application to the number of licenses that UNCG owns. For help installing software from the network, see: Installing Applications.
  3. Do I need to be connected to the UNCG network to use an application managed by KeyServer, and if so, why?
    Because the licenses for these applications are managed by communicating with the license server, you must be connected to the network in order to run them. This is also true for other software for which UNCG owns a limited number of licenses that have their own license managers, such as the Autodesk applications, Mathematica, MatLab, and Minitab.
  4. How can I make a suggestion for an application for ITS to buy for campus?
    To make software suggestions, contact 6-TECH at 336-256-TECH (8324) or 6-TECH@uncg.edu.
  5. May I install software on my computer that is not supported by UNCG?
    For information about installing unsupported software, read: Installing Unsupported Applications on Your Workstation.
  6. Why must I show "proof of purchase" (and what constitutes proof) for a license that I or my department have purchased for my university-owned machine?
    All software installed on university-owned machines must be properly licensed, and a record of the license purchase must be maintained as long as the software is installed. Vendors sometimes conduct audits without notice to ensure that license limits are adhered to, during which dated proofs of purchase must be made available. ITS staff may not install software that was purchased by an individual or a department without proof that the software is appropriately licensed. Purchase orders, receipts, invoices, license certificates, etc., that show the software version and number of licenses purchased, are acceptable. If those are not available, original packaging and manuals may also be used. An individual CD or DVD alone is not adequate.
  7. What are the penalties for installing software without being legally licensed?
    Fines may be levied by license holders against the individual, department, or institution of up to three times the full price of the software, for each instance where the software was illegally installed. Software piracy may also result in the nullification of software contracts, and result in additional penalties. Do not put yourself, your department, or the university at risk — do not share software and make sure you have purchased the appropriate type and number of licenses for your software.
  8. How can I avoid having to wait in a queue for a license for Adobe Acrobat?

    Although a "timeout" is in place to prevent Adobe Acrobat from being kept open but unused for more than two hours*, the demand for Acrobat licenses sometimes exceeds the available supply. The software was purchased with "student fee" money, so the labs and classrooms receive prioirty in accessing licenses. (*For more information about the timeout feature, see Adobe Acrobe Timeout Instituted to Ensure License Availability.)

    Departments wishing to avoid having to wait for a license are urged to purchase the new version of Acrobat — "Acrobat DC" — which is not managed by ITS. See Adobe Software @ UNCG for information on purchasing Acrobat or other Adobe software at a discount under the UNC system contract.

Help and Training Questions

  1. Can I get help on how to use an application that is on the network?
    • ITS provides support for many applications that are delivered through the network. To see what products are supported, and at what level, see Available Software.
    • See Information Technology Training Opportunities on Campus for more information about the free training available to UNCG students, faculty and staff through a combination of online training and in-person training (workshops).
  2. For which software does ITS offer workshops?
    ITS conducts workshops on a variety of software applications. Workshop offerings change each semester, so check the UNCG Workshops & Events website for current offerings.

Software Purchase FAQs

  1. Can I buy software at a discount from ITS?
    ITS is pleased to be able to offer a number of software titles for purchase at reduced rates to campus affiliates. For information on current offerings see the Software Purchases page.
  2. Why can’t I see software in the store that I know other people can see?
    Access to some software is based on the user's status as student, faculty, or staff. If you think you should be eligible for software you are unable to purchase, contact 6-TECH.
    Application Access Eligible Group Eligibility Criteria
    DreamSpark Premium STEM Faculty or student in a STEM (Science, Technology, Engineering and Math) unit
    Windows 10 Education (Campus Agreement/EES) Faculty, staff, and graduate assistants Graduate students with an appointment through the Graduate School
    Windows 10 Education Students All currently enrolled students
    SPSS Students, faculty, and academic staff

    May only be used for teaching, or exclusively academic research.

    Use is prohibited for commercial, sponsored, administrative, or other non-academic research.

  3. How do I download software from the store?
    View the help file in the online store for details. Some software just has a single file that you will be prompted to download. Other software, like SPSS, requires the use of the Software Download Manager (SDM) file and another information file (SDX) to correctly download.
    • Download and run the .SDM file if not downloaded already from previous purchases
    • Download and run the .SDX file
    • Download the application installer file for the application

    In order to reinstall the software on the same computer or a different computer, you need to be sure to save the installation file or files to a secure location for future re-use, such as a DVD or an external USB drive.

    You are only allowed two downloads from the store, unless you have purchased extended download rights with the software.

  4. The download failed, what do I do?
    • Use a wired connection. For an optimal download experience, connect your computer directly to your modem or router via a network cable while downloading. This will reduce the chances of latency, which often leads to corrupt file transfers.
    • Temporarily deactivate your security programs. Active firewalls, antivirus, or antispyware programs can cause interference during downloads. Deactivating these programs will help you successfully download your software.
    • If your issues persist, send an email to support@onthehub.com
    • For assistance in downloading and installing SPSS or Read&Write, visit the 6-TECH Service Center, located in the lobby of the McNutt Building.
    • For any other issues contact 6-TECH.
  5. How many times may I download a piece of software that I purchased from the store?
    You are permitted two downloads for any piece of software that you purchase, unless you purchase the extended software download rights as part of your order, which will provide you with download access for 24 months for all items in a single order.
  6. I need to reinstall the software; how do I get more downloads?
    You do not need to download the software from the store every time you need to install it. When you first purchase and download the software, you should be sure to save the installation file or files to a secure location for future re-use, such as a DVD or an external USB drive.
  7. I could download the software but I can't get it installed when I try. Where can I get help?
    For assistance in installing SPSS or Read&Write, you may visit the6-TECH Service Center, located in the lobby of the McNutt Building. Some limited support for other software may be available. Contact 6-TECH or visit the 6-TECH Service Center for more information. For other software, contact the vendor's support.
  8. Do I need to download the software from the store every time I want to install it, or can I copy the installer to a disc or USB?
    • You may download any piece of software from the store only twice, so it is important that you save the installer for future use.
    • You can run the installer from the download location on your computer, or copy it to external media such as a USB jump drive, a DVD, or other external drive.
    • Do NOT delete the installer after you install the program in case you need to reinstall the software.
  9. Where do I find the code to activate my software?
    You can access all the information related to your completed orders, including the product keys and activation codes, in the Your Account/Orders section of the WebStore.
    1. Log in to the store.
    2. Click the Your Account/Orders link at the top of the page.
    3. Scroll down to the Order History section and click the View Details link. Clicking that link displays your Product Key or Activation Code.
  10. Read&Write is prompting me for an activation code. What do I do?
    Just click "activate" when you are prompted. The serial number is embedded and you don't need to enter a new one, although it appears to prompt for one.
  11. How do I get the back-up disc I purchased?
    If you ordered a back-up disc, it will be shipped from Kivuto. Contact support@kivuto.com if you have not received your order.
  12. I need to order software for another faculty or staff member - why do I get a messaging saying they can't be found when I try to enter their username?
    The person for whom you are buying the software (this is called a proxy order) must:
    • fit the eligibility criteria for the software being purchased and
    • sign into the store at least once to activate their account.
  13. Why isn’t SAS offered in the online store?
    Because of the size of the SAS installation files, we found that users were having significant problems downloading and installing the files.In addition, there was no way to remove the service fees for SAS distributed through the online store. For alternative, no cost ways of acquiring SAS, visit SAS Software @ UNCG. JMP, a SAS offering, is available through the online store, but is also available at no cost from on-campus locations.
  14. My license for SPSS has expired. Do I have to pay to update my SPSS license if I already have the software?
    Yes. All licenses expire annually on August 31st. IBM SPSS requires that a new license be purchased every year. For more information visit IBM SPSS Statistics @ UNCG.
  15. How do I fix a license issue with SPSS?
    • I just bought SPSS and when I open it, it says the license is expired.
    • I purchased my SPSS license after Aug. 31st, but it's still not working.
    • I bought a new license for my existing installation of SPSS. How do I update the license?
    Run the license authorization wizard.

    For PCs:
    1. Your computer must have a secure internet connection to complete the authorization process.
    2. Click on the Windows Start button.
    3. Select the IBM SPSS folder.
    4. Click on the License Authorization Wizard.
    5. Enter the activation code that you received with your purchase. You can also find it by signing into the store and clicking on Your Account/Orders.

    For Macs:
    1. Your computer must have a secure internet connection to complete the authorization process.
    2. Select the Applications folder from the hard drive.
    3. Select the IBM folder.
    4. Select the SPSS folder.
    5. Select the Statistics.
    6. Select the SPSS (version) folder.
    7. Click the SPSS Statistics License Authorization Wizard.
    8. Enter the activation code that you received with your purchase. You can also find it by signing into the store and clicking on Your Account/Orders.
  16. Is there a limit on how many times I may install SPSS?
    The SPSS activation key permits 4 activations, this means you may install and activate SPSS on more than one computer.

    If for some reason during the year you need to reinstall the operating system on your computer or purchase a new computer, you can do that without additional charges as long as you have not used up your 4 activations.

    If you attempt an activation and for some reason you get a red error message that the activation was not successful, that will not count against your 4 activations.
  17. I have a split hard drive (Mac & Windows). May I download and/or install the software on both partitions?
    You can save the software installer you download from the store to any place on your computer. You should download Windows software to the Windows partition, and Mac software to the Mac partition.

    You may be required to purchase a separate license to install an application on more than one partition on your computer, or it may count as one of your activations/installations if the software license permits installation on multiple computers.

⇑ Return to top