I opened Hero Lab today to prepare my characters for a gaming convention I am going to next weekend, and noticed there were updates to Hero Lab. After applying those updates, I got a license error saying my license was not active. I am now unable to use the many hundreds of dollars of upgrades I have paid for until this is resolved. This is also the second time this has happened, and in both instances I had made zero significant changes to my computer (I'm an IT professional, I know all about hardware signatures and significant changes in regard to licenses). It's quite frustrating to have a product which you have paid for be unavailable to you.
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- The Lone Wolf Development Team
License reactivation request after latest upgrade
- Thread starter zarberg
- Start date
ShadowChemosh
Well-known member
HERE is some FAQ about licenses that is worth reading. What happens 99% of the time someone posts this "issue" to the boards is they have multiple devices running HL. But they didn't go by the golden rule that EACH device gets it's own unique license.
In example you install Hero Lab on two computers which we will call Computer1 and Computer2. The license will actually initially work correctly. For Computer1 activates the license then when installed on Computer2 the license "Transfers" to this computer (which can be done every 120 days). But Computer1 does not "recheck" the license yet at this time so it continues to work. Then an update happens and Computer1 is upgraded first and the upgrade goes to check the license and BOOM finds that the license had been reassigned to Computer2.
The FAQ link above has info about getting a copy of all your licenses. You should be able to use your 2nd license to get you main computer back up and running.
If all the above is "false" or wrong. Then email support as nothing anyone on the forums can do about licenses.
In example you install Hero Lab on two computers which we will call Computer1 and Computer2. The license will actually initially work correctly. For Computer1 activates the license then when installed on Computer2 the license "Transfers" to this computer (which can be done every 120 days). But Computer1 does not "recheck" the license yet at this time so it continues to work. Then an update happens and Computer1 is upgraded first and the upgrade goes to check the license and BOOM finds that the license had been reassigned to Computer2.
The FAQ link above has info about getting a copy of all your licenses. You should be able to use your 2nd license to get you main computer back up and running.
If all the above is "false" or wrong. Then email support as nothing anyone on the forums can do about licenses.
HERE is some FAQ about licenses that is worth reading. What happens 99% of the time someone posts this "issue" to the boards is they have multiple devices running HL. But they didn't go by the golden rule that EACH device gets it's own unique license.
In example you install Hero Lab on two computers which we will call Computer1 and Computer2. The license will actually initially work correctly. For Computer1 activates the license then when installed on Computer2 the license "Transfers" to this computer (which can be done every 120 days). But Computer1 does not "recheck" the license yet at this time so it continues to work. Then an update happens and Computer1 is upgraded first and the upgrade goes to check the license and BOOM finds that the license had been reassigned to Computer2.
The FAQ link above has info about getting a copy of all your licenses. You should be able to use your 2nd license to get you main computer back up and running.
If all the above is "false" or wrong. Then email support as nothing anyone on the forums can do about licenses.
I have purchased extra secondary licenses and both devices (iPad and laptop) have their own unique license.
I have already e-mailed support.
I'm having the same issue after the update to 6.1f.
BTW your MAC address should not be changing on your PC by its self, this is a unique* identifier to each piece of hardware that is used for network connections. It is possible to manuly change the MAC address on a connection, but not something the average person will be doing or even do accidentally.
That being said you IP address could be changing, but that should not impact the software.
I have contacted Support as well.
JD
BTW your MAC address should not be changing on your PC by its self, this is a unique* identifier to each piece of hardware that is used for network connections. It is possible to manuly change the MAC address on a connection, but not something the average person will be doing or even do accidentally.
That being said you IP address could be changing, but that should not impact the software.
I have contacted Support as well.
JD
I think the point was that if you have a laptop, you're likely to have two NICs. Wired and wireless. They each have their own MAC address. If you have a VPN connector, there's a third.
If you, in the course of using the same notebook at home or at work or when telecommuting, switch between wired, wireless and VPN, then yes, the MAC address of your active connection could easily be different than the one for your previous connection.
@EightBitz - Good point about the MAC you are using with the software changing as a result of a different connection being used. I did not get that from the post, but that could just be me. :-D
That would lead me to say, that setting the MAC address as one of the things the software checks for its verification process would be a bad choice by the programers.
JD
That would lead me to say, that setting the MAC address as one of the things the software checks for its verification process would be a bad choice by the programers.
JD
charlieluce
Well-known member
I had a problem with my laptop's wi-fi driver and had to switch to a USB wi-fi adapter for a while before it was corrected, and at no time in the process did my laptop have to reactivate Hero Lab.
I was actually referring to some types of security software which specifically change your MAC address every time your computer boots, so that your computer can not be tracked so easily on the internet.
Ran into this issue last night before my game. Several of my players as well as I went to update HL before our game and we are getting the same message. We all are using a different license key on the same...account.
We had a player that update his over the weekend and says that he has no problems. At this point I have not contacted support but probably will in the next few minutes.
We had a player that update his over the weekend and says that he has no problems. At this point I have not contacted support but probably will in the next few minutes.
The changes you folks have discussed here shouldn't affect how Hero Lab is licensed - as ShadowChemosh said on the previous page, we typically find that these cases are caused by someone unintentionally using the same license number on two different computers.
If you don't think that's the case, definitely get in touch with us at support@wolflair.com and we'll get you sorted out ASAP.
If you don't think that's the case, definitely get in touch with us at support@wolflair.com and we'll get you sorted out ASAP.
Yep. Working for me now, too.
KungFuCharlie
Member
There appears to be some kind of bug causing this to happen that does not involve licenses getting mixed up between two computers. I upgraded to 6.1h last night and ran into this issue. I emailed support and they fixed a problem on the license server that was causing the issue. While Colen did fix the problem in under 5 hours, I really do not want to have to email support every time I upgrade the application.
We're sorry for the incovenience that this caused everyone yesterday afternoon/evening. The issue had to do with our server, and was separate from our licensing system. Please let us know if you're still encountering issues by updating your support ticket.
As long as you're using a separate license number on each device or there's a rogue issue like the one yesterday (which we of course try to avoid happen), you should not have to contact support after each upgrade. If you are requiring a license reassignment after every update, please contact support@wolflair.com so we can take a look at your account.