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That's really strange. The only things I can think to ask are the "Tech support on the phone" questions, like what OS and printer you are using, if you are using Hero Lab for any other games, and I assume you've made sure everything is up to date?
Currently Running: Pathfinder Second Edition
Currently Playing: Pathfinder First Edition, Star Trek Adventures
Former HL Games: D&D 4e & 5e, Mutants & Masterminds 2E & 3E, Savage Worlds
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