Lic. info gone from computer after update FIX NOW

[CapeCodRPGER]

I just updated HL and Pathfinder. After HL updated and I launched, it said something about my lic. and asked if I wanted to to skip or applly for reassinment or something. I clicked apply but I wanted to hit skip. Then another box came up and told me I had to wait 120 days (4 fricking months) before the reassignment that I did not want to do anyway. I could not just cancel or close the program to end that and start over, that would be too easy. I had to click on yes I wanted reassignment. They said it would take me to a web page to apply to speed up reasignment. No web page opened. Then when I started up hero lab again it said my lic. info was all gone.

I would like to be able to use the product they way I legally paid for it right now or we will have a legal issue and I really don't want to go there.


Fix ASAP.

 

[CapeCodRPGER]

Its also saying HL is not licesed for this game system. I only bought it for Pathfinder. I had a very long day at work and I don't need this BS today, thank you for screwing up my day, Lone Wolf.

 

[CapeCodRPGER]

I tryed reactiving the lic. that I had for the same computer but that did not work. What s the phone number to Lone Wolf? I want to talk to someone on the phone to FIX THIS NOW.

Customer is always right. What is the phone number? I paid good money to use this legal and I am not allowed to.

 

[Thazar]

I would suggest patience and not get too excited when something is not answered in the first hour of a post.

This is from the tech support portion of the Lone Wolf website. They can correct your problem if you are patient and provide the information they need via email.

If you want to get hold of us by email, you can reach us at support@wolflair.com.

I had a similar issue when my hard drive crashed and I had to re-install the program. It was resolved the same day during business hours via email.

Sorry to hear you had a bad day at work, and here is to wishing you a better evening.

 

[CapeCodRPGER]

I am really sick and tired of people telling me how to act. Don't judge me until you walked in my shoes. I have every right to feel how I feel. I spent my hard earmed money on this and I can't use it. Because Lone Wolf screwed up. Has there been any word from Lone Wolf on the issue?

 

[chava]

I'm assuming that you tried to 'Re-Activate License' after you downloaded and installed the update.

I would suggest that you send a email to the customer service address that Thazar provided, and in that include the license # that you got when you originally purchased the Pathfinder data set (I know in my case they emailed that to the address that I had provided during purchase).

A work around that may work until the guys at Lone Wolf are at work, since I tend to assume that people don't work 24-7, is to use your secondary license if you haven't already used that for a different computer. (License -> Obtain Secondary License)

And, yes, people don't have the right to tell you how to act. However, using tempered speech will tend to resolve issues more swiftly.

I hope that the guy at Lone Wolf can help you, and I'm sorry that you've had a problem with the update.

 

[Nikmal]

Computer programs have glitches all the time. Suing the developer because you are having an issue with a program they developed is going to get you laughed at in court. Threatening to sue is going to accomplish nothing either.

Lonewolf has always been diligent in taking care of problems and issues that crop up as fast as possible and have always done so with common courtesy and setting priority to the ones that need it the most such as license issues and the like. So you WILL have your issue taken care of but coming on here and basically yelling at them is not going to get it accomplished any faster then asking them nicely.

Programs on any computer have a host of issues and you want it to be perfect all the time. It is not going to happen. When there are updates things happen and there will be issues. If it has not happened to you in the past then you were lucky. If it has happened to you in the past then I feel bad but you would also know they deal with those glitches fairly fast and in the order of priority by the seriousness of the problem. License issues usually get dealt with immediately. Yelling at screaming is not going to get it done faster and might even get them upset and frustrated enough that they are unable to concentrate enough that it gets done that much slower.

So I guess I am another person telling you what to do.. so be it you don't like it, what ever, but walk a mile in a developers shoes before you judge them like you have been. Follow your own advice and NOT judge them!

 

[CapeCodRPGER]

If I was the developer i would have tested it more to make sure this did not happen. I'm not the only one with this issue. It is Lone Wolfs responsitbility to make sure the updates are bug free.

Software is the obly product that companies put out in an unworking state and we buy t that way. Then the company says "sorry, we'll fix it when we feel like it but thank you for your cash".

Thats how I feel right now.

 

[Nikmal]

The thing is as a developer it is impossible to account and test for every single thing that thousands if not millions of people/users can come upon in any given software on any given update. While yes you feel angry that Lonewolf supposedly put out software that is in an "unworking" order right now, for the majority of the users it is working. This most likely will not make you feel better or even angrier, the point is that Lonewolf did NOT put out non-working software. This is an isolated incident and something you need to work out with them so THEY can pin point the problem. Coming on here does not accomplish this as they need your license number and such too.

Coming on here and complaining might make you feel better though but do not expect the help you are ultimately seeking. You have recieved good advice from the threads you have posted in and this one as well. So please use the advice and contact Lonewolf's customer service and I know they would be MORE then happy to help you. Refrain from yelling at them and they might even help you faster (just kidding and NO I am NOT telling you what to do, do what you like )

 

[Colen]

Hi CapeCodRPGer,

As long as you've submitted a license reassignment request, you should be able to get up and running ASAP - we usually waive the 4-month waiting period in situations like this, as quite often it's caused by the user having to reinstall an operating system or replace their computer due to a system failure. Please complete the license reassignment request form or contact our technical support (support@wolflair.com) if you haven't already.

(If the license reassignent request form didn't open for you, that indicates a problem on your system - do you have a browser installed and properly configured to handle opening web sites?)

This problem can also happen when you have the same Hero Lab license number used on two or more computers. Each license number can only be used for a single computer at a time, so installing it on computer A transfers the license from computer B.

The next time you go to update the product, computer B won't be able to active its license, as the license is now held by computer A.

The solution to this is to get a free secondary license, and use the different license number on computer B. From the License menu, choose "Obtain Secondary License". We'll email you a new license number, and you can use that on computer B. After that, you shouldn't have any unlicensing problems when you install new vesions.

Hope this helps!

 

[Duggan]

And, for what it's worth, there are a number of topics extant where Rob and Colen have addressed the issue. They have been giving out advice and working on the issue. You're in good hands. They're good folk.

Och, and Colen goes and ninjas me with his reply. ^_^ Now that's service.