Cyclone V GX transceiver simulation model needs Arria V modules?

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Since they are trying to get you switch to Altera, I believe you have all the reasons to request them to expedite the resolution. By the way, from my experience with service request, you might want to constantly follow up to expedite response.

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There was a response from the ticket waiting for me this morning, asking the usual, "can you send the design?" and "What is the error message?" even though I included the error message in the initial service request. The tech support person now has a complete test project that produces the error, along with enough supporting information to hopefully give me a good answer.

If the answer is, "You need to buy the paid-for tools, even though you are only using Cyclone V," that's an answer, even if it goes against all of the public documentation.