Can't load M&M HL

Twowolves · October 29th, 2008, 08:02 PM

I have owned HL for d20 and M&M for a few months now. Once the new update went live and I download it, I can't get my HL to recognize M&M as a valid system. I've downloaded the updates over and over, restarted both my program and my computer, even reactivated my license, but it won't let me launch M&M. Do I have to buy the new UP dataset to get the old 2nd ed M&M HL to run??

Colen · October 31st, 2008, 04:21 PM

Twowolves wrote:
>
>
> I have owned HL for d20 and M&M for a few months now. Once the new
> update went live and I download it, I can't get my HL to recognize M&M
> as a valid system. I've downloaded the updates over and over, restarted
> both my program and my computer, even reactivated my license, but it
> won't let me launch M&M. Do I have to buy the new UP dataset to get the
> old 2nd ed M&M HL to run??

You'll need to download the new M&M update before you can continue using
Hero Lab with Mutants & Masterminds. You should be able to download it
automatically by simply trying to launch the M&M game system;
alternatively, you can download it through the updates mechanism by
clicking "Locate Files", or from our web site at
http://www.wolflair.com/hero_lab .

Hope this helps,

--
Colen McAlister, colen@wolflair.com

Twowolves · October 31st, 2008, 05:46 PM

I downloaded every single available update, even for WoD, which I don't have. It downloads, updates, then when the system choosing screen comes up, the only system open is d20.

Let me reiterate: I have clicked on every button that lets me download anything (blue button at the bottom of the chooser, grey down arrows next to M&M and WoD), run the whole process, and it says that M&M should be available to launch, but it gives me the same blue exclaimation point and grey down arrows.

Twowolves · November 8th, 2008, 08:04 AM

So, that's it then? A week of waiting and no resolution to my problem? I paid $50 for this product and the M&M license, and now it doesn't work after a patch and I'm just out of luck? Nice customer service you got there.

flamepulse · November 9th, 2008, 05:53 AM

First off i would try a reinstall of the program. Also have you tried emailing customer support yet or have you only used the forums for problem solving?

rob · November 9th, 2008, 05:20 PM

At 09:04 AM 11/8/2008, you wrote:

Quote:

So, that's it then? A week of waiting and no resolution to my problem? I paid $50 for this product and the M&M license, and now it doesn't work after a patch and I'm just out of luck? Nice customer service you got there.

Colen and I monitor these forums sporadically, as we are usually spending all of our time working on the product. For actual support issues like this, everyone is always directed to send an email to support@wolflair.com, as specified within the product. Support issues get regular attention, while forum discussions do not. In addition, Nancy handles all of the support questions, while Colen and I focus on helping folks better utilize the product. Nancy doesn't monitor these forums because she's not one of the developers.

That being said, I'll see what I can do to help here. But please realize that I may not be checking back here for a few days. Going through tech support will get you much more timely response to problems like this.

I have verified on our server that everything is correct for your licenses. Please verify all of the following on your computer....

1. Verify that you are running V2.3 of HL
* a. Launch HL
* b. Load *any* game system (demo mode or otherwise, it doesn't matter)
* c. Go to the Help menu and select About Hero Lab
* d. Make sure it says "V2.3 - #164"
* e. If not, then you need to download V2.3 and properly install it

2. Verify that your license thinks you have access to the M&M core material
* a. Go to the License menu and select View License Info
* b. In the section entitled "Authorized Packages", verify that the following entry is present:
**** "Mutants & Masterminds: Mutants & Masterminds Core Data"
* c. If not, then you need to run the re-activate license wizard to get an updated keyfile

3. Verify that you have the latest M&M data files
* a. Click on the "View Updates" menu item at the far right of the menu bar
* b. Make sure that there is no red exclamation point ("!") next to the M&M data files entry
* c. If the "!" is present, double-click on the option to download the latest files

If you do all of the above, you should be able to fully access the M&M data files. The only exception is if there is something on your computer that is blocking Hero Lab from properly installing itself, the data files, or the updated keyfile.

If you are receiving any error messages when performing any of the above operations, then it's critical that you provide them to us. Without useful error messages, we're just grasping at straws on this end.

Hope this helps....

Twowolves · November 10th, 2008, 05:09 PM

Sorry for the tenor of my last post. I have not gone through customer service, mainly because I did not have a dire pressing need to have the program run by a set date (for M&M, anyway). Even if this isn't strictly a customer service issue, I'm guessing I may not be the only person with this problem.

I have done everything that you suggested above. My version and number are correct. I have downloaded every update available, and my license is correct. I do keep getting a "red exclaimation point" for the "Hero Images (V1.0)" update, no matter how many times I update it.

I have, however, found a workaround. I have successfully opened the program for d20, then opened an M&M portfolio from the "file/open portfolio" menu, and once there, I can select "new portfolio" and the M&M Hero Lab works from there just as it always did (at least, as far as I can tell). When I do so, the Mastermind's Manual update options are available, so I know it's patched.

Once again, sorry for being so negative. Just frustrated, IRL too, I should know better than to bring it with me online. Apologies.

Colen · November 11th, 2008, 02:01 PM

Twowolves wrote:
>
>
> Sorry for the tenor of my last post. I have not gone through customer
> service, mainly because I did not have a dire pressing need to have the
> program run by a set date (for M&M, anyway). Even if this isn't strictly
> a customer service issue, I'm guessing I may not be the only person with
> this problem.

You're the only person we've seen experiencing this, but anything else
would probably have gone to our technical support queue, so I'm not sure.

> I have done everything that you suggested above. My version and number
> are correct. I have downloaded every update available, and my license is
> correct. I do keep getting a "red exclaimation point" for the "Hero
> Images (V1.0)" update, no matter how many times I update it.
>
> I have, however, found a workaround. I have successfully opened the
> program for d20, then opened an M&M portfolio from the "file/open
> portfolio" menu, and once there, I can select "new portfolio" and the
> M&M Hero Lab works from there just as it always did (at least, as far as
> I can tell). When I do so, the Mastermind's Manual update options are
> available, so I know it's patched.

Are you running Hero Lab under Windows Vista? If so, try running it in
administrator mode (right click on the shortcut and choose "Run as
Administrator") and see if that helps - it's possible there's some sort
of file permissions issue at work here.

--
Colen McAlister, colen@wolflair.com

Twowolves · November 11th, 2008, 07:17 PM

No, I'm running on Windows XP.

I'm in the process of uninstalling and reinstalling. Even that is a problem, as I had used the editor to add some feats and magic items in, and when I tried to reinstall via my disc (v1.0) the program would hang up with an error listing all those mods as the reason. I have since moved the file with those mods and am in the process of re-downloading everything and re-affirming my license.

Colen · November 14th, 2008, 08:59 AM

Twowolves wrote:
>
>
> No, I'm running on Windows XP.
>
> I'm in the process of uninstalling and reinstalling. Even that is a
> problem, as I had used the editor to add some feats and magic items in,
> and when I tried to reinstall via my disc (v1.0) the program would hang
> up with an error listing all those mods as the reason. I have since
> moved the file with those mods and am in the process of re-downloading
> everything and re-affirming my license.

The version on the CD doesn't support a lot of the new things we added,
so you would probably get errors until you updated to the latest
version. Is everything working now, or are you still having problems?

--
Colen McAlister, colen@wolflair.com

Twowolves Junior Member Join Date: Oct 2008 Posts: 21 October 29th, 2008, 08:02 PM	I have owned HL for d20 and M&M for a few months now. Once the new update went live and I download it, I can't get my HL to recognize M&M as a valid system. I've downloaded the updates over and over, restarted both my program and my computer, even reactivated my license, but it won't let me launch M&M. Do I have to buy the new UP dataset to get the old 2nd ed M&M HL to run??
#1

flamepulse Senior Member Join Date: Aug 2008 Posts: 128 November 9th, 2008, 05:53 AM	First off i would try a reinstall of the program. Also have you tried emailing customer support yet or have you only used the forums for problem solving?
#5