Software Companies and Lost Serial Numbers?

Frustrated by "Customer Support" asks: "My company purchased a retail boxed piece of software from a small company about 8 months ago, before I worked here. My predecessor was not organized at all, and he misplaced the serial numbers. Now it's time for that software to get reinstalled, but we're unable to due to the missing numbers. I contacted support for the company, and they indicated that they were unable to provide replacement keys, even after I faxed them my proof of purchase. The company claims it's the customer's responsibility to keep track of the keys, and that they're unable to supply replacements as the key could still be used to run there software. I find this totally ludicrous, as we've paid for a license to use the software. So Slashdot, does a missing serial number or software key invalidate your license to a piece of software that you purchased? Does one have any recourse to get a replacement serial from a company that won't supply them? Does one purchase software or do you purchase serial numbers?"

Comments

I know you've talked to the company...

[Txiasaeia]

...but have you asked them to resupply your original serial(s)? Surely they'd keep track of the serial numbers they've given out in the past, right? How much money are we talking about if you have to repurchase the software?

Re:Serial Numbers

[TripMaster Monkey]

Here's how I've been told he SPA works (assuming they even bother to do an audit of you in the first place).

(We're also assuming that you have in fact purchased the software in question, and are using either duplicate serials or pirated serials for the sake of convenience.)

1. They audit your machines...they find either pirated or duplicate keys.
   
2. They ask: "What's up with these keys? Did you in fact purchase our software?
   
3. You answer: "Of course we did."
   
4. They challenge: "OK...then let's see your proof of purchase/COAs/etc."
   
5. You show them the required proof.
   
6. They go home.
   
   Software companies don't care if their products are licensed properly...that's just a means to an end. What they are really concerned about is whether or not they have your money.
   
   

Re:Serial Numbers

[pyrrhonist]

Further, is it actually illegal to grab some keys off the net for products you have purchased? They say they can't replace them.

Well, you'd need to ask a lawyer, but even so, I find it hard to believe that a judge would find for the company under the circumstances.

In the event of them coming down on you, how would they verify that you had "illegitimate" keys?

• They actually do know what keys they gave you (doubtful - it's obvious that this company doesn't keep track of it's licenses).
• They already gave out the key to someone else (doubtful, see above).
• The key is on their list of, "compromised keys".
• Their key generating algorithm doesn't produce keys that look like that (i.e. it passes the program's verifier, but it has none of the other information in it that a real key would have).

Key recovery

[AmiMoJo]

I work for a computer repair shop, and we sometimes need to recover keys from machines to do a re-install. Usually, we ask to see the original licence, but in cases where we have seen the licence but it is no longer available (urgent job, client can't bring us the bit of paper, licences destroyed in fire, stolen etc) we try to recover them from the machine.

One of the best tools for this is AIDA32ee (Enterprise Edition). It's free, and will display the licence codes for a number of programs including Windows, MS Office, Works etc. The only problem is you have to be able to boot the system to run it. Windows licences can be recovered from a hard drive by reading in the registry.

Moral of the story: back up your paper licences!