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Hero Lab won't open

S

sjsnyder1979

Member
So I ordered an add-on for hero lab yesterday and ran the "re-activate license" wizard (as instructed by the order confirmation email) and now Hero Lab won't even open. I sent an email to support@wolflair.com with my license number and account email, but I don't want to wait three days for someone to get back with me or "unlock" my account. I haven't done anything wrong, in fact, I've been a loyal customer and now I'm being punished for a software glitch. Surely there is some way to resolve this.

I am only running my license on one computer

Very frustrating
 
three days and counting...

it's been over three days since I submitted my technical issue to support@wolflair.com, my ticket number is 15165_g0pur5h0kh8ao1ll, if anyone cares (which I doubt). If I don't get some customer support, or my money back (about $100) soon, I'm going to go on every forum I can think of and start spreading the gospel of what terrible service and support you provide for your glitchy product.
 
Hi Steven,

I apologize for taking so long for our support staff to get back to you on this. I'm following up with our support staff to see what went wrong here, and I've replied to your email to try and figure out what's going on with your license.

Thanks, and sorry for the inconvenience.
 
Ok, cool. It's fixed now. Thank you and sorry for the hate mail, but it's been my experience in other commercial transactions that if you don't make a little noise, no one listens to you. Regardless, hero lab is back up and running on my machine. I like the product (hence the hundreds of dollars I've poured into it), I just wish it wouldn’t crash on me like this for no apparent reason.
 
sjsnyder1979 said:
Ok, cool. It's fixed now. Thank you and sorry for the hate mail, but it's been my experience in other commercial transactions that if you don't make a little noise, no one listens to you. Regardless, hero lab is back up and running on my machine. I like the product (hence the hundreds of dollars I've poured into it), I just wish it wouldn’t crash on me like this for no apparent reason.
Click to expand...

Can you give me more information about the "crash"? With that we can troubleshoot the issue and figure out how to avoid the same thing happening again in the future.
 
I've been running HL on a mac. After I ran the "re-activate license" wizard for the HL add-on I purchased, HL shut itself down, I assume to reboot with the added software(?) At any rate, I can't remember if HL starts itself back up automatically or if I started it up again, but I got to the main HL page and clicked the "Load" button in the up right corner to open the user interface. The screen changed to the user interface background, and the obligatory "loading bar" came on and then, poof, the whole thing disappeared. I tried several more times, and every time I got to the loading bar thing, the whole program would just shut down. I would get a notification from the Mac server noting the error, which I tried to post to this forum, but the code was in excess of your character allotment.
 
chiefweasel said:
Have you tried running it in Admin mode?
Click to expand...

Please don't suggest this to people - nowadays, it actually causes more problems if you run Hero Lab in administrator mode, because then certain files get marked as "created by an administrator" and can't be accessed outside that. :(

Also, he's on a mac, which doesn't actually have an administrator mode. :)
 
sjsnyder1979 said:
I've been running HL on a mac. After I ran the "re-activate license" wizard for the HL add-on I purchased, HL shut itself down, I assume to reboot with the added software(?) At any rate, I can't remember if HL starts itself back up automatically or if I started it up again, but I got to the main HL page and clicked the "Load" button in the up right corner to open the user interface. The screen changed to the user interface background, and the obligatory "loading bar" came on and then, poof, the whole thing disappeared. I tried several more times, and every time I got to the loading bar thing, the whole program would just shut down. I would get a notification from the Mac server noting the error, which I tried to post to this forum, but the code was in excess of your character allotment.
Click to expand...

What changed when everything started working again? Our server doesn't show that the license was transferred, so it wasn't an issue that was fixed by reassigning the license.

If you get the error message again, you can copy and paste it into an email to support@wolflair.com for us to take a look at - it's near impossible for us to figure out a problem without seeing the error report, and email is the best way to get it to us.

Glad everything is up and running now!
 
Nothing changed, other than HL opening as it normally does. If it happens again I will definitely post the error message to your support email. Oh, and the add on I purchased is working as well. All I can say is that HL shut down when I ran the "re-activate License" wizard, and stayed down for three days. Being that I know nothing about your soft ware, I am left to assume it had something to do with a license lock out (maybe?)
 
I am having a similar problem. I simply patched my Hero Labs today, first on my laptop and then on my desktop. The laptop went smoothly and patched and is up and running but after I ran the update on my desktop and Hero Lab restarted, the key reactivation popup came on screen. When I clicked 'Ok' for it to continue, it told me that it was too early to have my license reasigned.

I have had these two computers working fine for over a year having requested an additional license for my laptop over 12 months ago. Nothing has changed aside from the patch. I emailed customer service but haven't heard from them yet. My ticket number is 16002_g7c20u095eoni9ac.
 
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