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Unable to open an SPSS product support case

  • 1.  Unable to open an SPSS product support case

    Posted Fri April 12, 2024 09:52 AM


    I am trying to update multiple perpetual SPSS licenses to the latest version of SPSS, but I feel like I'm getting the run-around from IBM whenever I try to get new authorization codes for those perpetual licenses.  Whenever I try to create a support case on the SPSS Support webpage, I receive an error that says "We're sorry, but an error has occurred. For more information, contact the help desk."  

    I've tried clearing cookies and using a different web browser, but the error message continues to appear.  I've tried opening a support case through every support link I can find, but continue to run into the same issue.

    Eventually, I contacted IBM's general software phone support line.  IBM stated they would open a case and even provided me a case #, but I have not been re-contacted by them in over a week and I am unable to track the status of the case # they provided me.

    We're a small research consultancy without a dedicated IT department, so I'm at my wit's end about how to proceed.  If anyone can point me to an actual human being at IBM/SPSS who can help me get my authorization codes, I would be extremely thankful.

    Kris Gauthier

  • 2.  RE: Unable to open an SPSS product support case

    Posted Mon April 22, 2024 05:51 PM

    Hi Kris,

    Reply to me privately with the Support case number you were given and I'll try and track it down and get it moving.

    Generally speaking; generating, modifying, returning Authorization codes and License strings is a self-service activity in the License Key Center.  This activity is performed by a designated person within your organization.  With the Support case # perhaps I can identify that person for you.

    See this technote on how to open a licensing case with IBM SPSS Statistics Support.

    David Dwyer
    SPSS Technical Support
    IBM Software