You should be able to install ChemDraw without difficulty, but sometimes things happen! Check out the FAQs below for common problems and suggestions for troubleshooting. If you aren't able to find the answer to your question here, please contact Madeline Gerbig, Chemistry Librarian at maddy.gerbig@utoronto.ca.

I forgot my password.

You can reset your password from the login page at https://perkinelmer.flexnetoperations.com/.

I moved from a different institution.

If you were previously at another university where you had access to ChemDraw, you should be able to create a new login for the University of Toronto subscription using your new @utoronto.ca email address. Occasionally, you may still experience issues when activating the software. If so, please contact the PerkinsElmer Informatics Support for help.

Where do I find the activation code? 

If you login to the PerkinsElmer Flexnet Site where you downloaded the software, there is an ORDER HISTORY option on the right hand side menu. follow that down to the current version (usually the one at the top) and it will give you the activation code. The code is the same for both PCs and Macs.

When I try to log in to the PerkinElmer Download Centre, I receive the message "Not able to initialize user. Please contact system administrator." What should I do?

1. If you haven't already, please make sure to select the Sign Up tab and set up your password after registering. Your password must:
   • Be at least 8 characters in length
   • Contain at least 3 of the following:
     • Lowercase letters (a - z)
     • Uppercase letters (A - Z)
     • Numbers (0 - 9)
     • Special characters (!@#$%^&*)
        
2. Copy and paste the PerkinElmer Download Centre URL into your browser (rather than clicking on the link): https://perkinelmerinformatics.flexnetoperations.com. Then complete the Sign Up / Log In process as usual.

How do I get help?

Contact your Chemistry Librarian first, as it the issue may be easily resolved. You may be referred to the PerkinElmer Informatics Support.

How do I get help from Perkin Elmer?

You have two options, both of which are available by visiting the Informatics Support Contact Page.

1. Call Informatics Support using the US Toll free number. Wait times are usually quite short, and this is a great option for simple issues.
2. Complete the form to submit a ticket. You will usually receive a response by email within 48 hours. If the issue requires you to send screenshots then this is the best option.

My licence has expired or is going to expire soon.

Each year in October/November, the University of Toronto site licence expires and needs to be renewed. When the license is renewed, you may need to update your activation code. Renewals are now happening automatically for most people. When this time comes, a notice will be distributed by email, as well as displayed on the Chemistry Library website and the ChemDraw page.

I'd like to download ChemDraw onto more than one device.

You can download ChemDraw multiple times with the same account. To do this, log into your account and follow the steps for installation and renewal.

I'd like to download ChemDraw onto a group of laboratory computers.

If you'd like to download and install ChemDraw for a large number of computers, please contact the Licensed Software Office at lic.software@utoronto.ca for instructions on how to complete bulk installation and activation.

Who manages the subscription?

The U of T Licenced Software Office is now managing the site-wide subscription.