Cannot use secondary license after HeroLab update

[rudyhenkel]

Hello,

A week ago I updated the herolab software (not a package, but the software itself) on both my primary and secondary devices. On the primary device everything worked fine, but on the secondary device it asked me to active/reactive my license. Upon attempting either, I get a message that the license cannot be reassigned for 120 days (which makes no sense because it's the same device it was on before). I clicked and requested early license reassignment, but have not heard back in the 8 days since.

Any advice on fixing this problem so that I can actually use my secondary license would be appreciated.

Thanks,

[Colen]

Hi there,

I checked our tech support records, and it looks like we replied to your initial email on January 16th, and you then followed up with them yesterday. Our support staff will get back to you on your reply once they get in today.

Thanks,

Colen

[rudyhenkel]

Yeah, my face is red, I'm sorry. It was an issue where it went to my spam folder.

BUT, the staff has gotten back to me today, and the issue has been resolved successfully!

Thank you for an excellent product, and excellent service.

[lortondm]

Is anyone available at Lone Wolf to do a license reassignment fix for me today or by tomorrow around noon?

I did a windows repair install at Microsoft's instruction to fix a Windows 10 glitch and while that worked, it left me with the Hero Lab license reassignment problem.

I really don't want to have to cancel a session for a program that should be able to withstand a windows change like that. None of my other software stopped working.

Thanks for any help. Really don't want to wait for Monday for it to be fixed, that will be too late. Thanks

[Farling]

Originally Posted by lortondm

Is anyone available at Lone Wolf to do a license reassignment fix for me today or by tomorrow around noon?

I did a windows repair install at Microsoft's instruction to fix a Windows 10 glitch and while that worked, it left me with the Hero Lab license reassignment problem.

Just as a short term suggestion, do you have a spare unused license that you could allocate to the PC?

[lortondm]

Thanks, that's kind of sub-optimal since it's not unused, just on an infrequently used computer. But I could try it. Thanks for the idea. If I do that and then want to use Herolab on the disused computer, once the license reassignment takes place will that just work on that computer or will I then need to do license reassignment on that computer too, do you know?

[liz]

Originally Posted by lortondm

Is anyone available at Lone Wolf to do a license reassignment fix for me today or by tomorrow around noon?

I did a windows repair install at Microsoft's instruction to fix a Windows 10 glitch and while that worked, it left me with the Hero Lab license reassignment problem.

I really don't want to have to cancel a session for a program that should be able to withstand a windows change like that. None of my other software stopped working.

Thanks for any help. Really don't want to wait for Monday for it to be fixed, that will be too late. Thanks

@lortondm, it looks like I responded to your license reassignment request on Saturday. Is everything good to go now?