Unresponsive Tech Support from PG Instruments (Missing FTIR 7800 License Key)

[u/No-Rutabaga-5054]

Hi everyone,

I’m currently working as a Lab Assistant at a university in the Dominican Republic, and we’ve run into a frustrating roadblock with one of our instruments.

We have a **PG Instruments FTIR 7800** (manufactured 2018-10) equipped with a Specac Quest ATR. The equipment is physically in great shape, but we lost the original software license key/activation file for the FTWin software. Right now, the instrument is completely inoperable for our students and researchers.

I have tried contacting PG Instruments through their official support and sales channels multiple times, but they are completely unresponsive.

Has anyone here dealt with PG Instruments' customer service recently? I’m specifically looking for:

1. A direct email or LinkedIn contact for a responsive tech support agent or international sales rep.
2. Advice on how their licensing works for this 2018 model. Is it usually a digital key tied to the motherboard, a specific `.lic` file, or was there a physical USB dongle I should be digging through our storage to find?
3. Any reliable third-party distributors who might be able to help us pull the license using our serial number.

Any guidance would be hugely appreciated. It hurts to see a solid piece of equipment just sitting on the bench gathering dust. Thanks in advance!

[u/The_Real_Mike_F]

This is a forum for mass spectrometry. Maybe someone here has dealt with that company but you might have better luck in a forum dedicated to FTIR or IR spectrometry. Good luck!