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License Reassignment after pushing

B

beltaur

Member
I have hero lab installed on multiple computers and each has their own license and no two are using the same license. I keep very careful watch over that. I was using hero lab for MM3 and shut down for 1 hour came back and noticed an update on Hero lab version whatever number. I pressed the look for update button and it started updating but then it gave me the message about License Reassignment. My license does not need reassignment to just press update but there it is. And by reassignment I dont mean the usual must update license info after hero lab updates but shut down to DEMO MODE. (Yes I'm POed).

I also would like to say I am very rigorous at keeping my license info for each seperate and every time I reinstalled my machines went through and made sure that I didn't reuse a license from one machine to another because I made a word document with the license and machines location (laptop, desktop etc. ) so mistakes will not be made.
 
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I had something that looked like this happen on my laptop after I updated to 5.3, where it would not update the license or even find the update server. In my case it turned out to be a glitch with my antivirus/firewall, though.
 
The other times I have seen this happen is Windows Firewall, a antivirus software blocking, or Windows Defender. Try turning all that off.

Also make sure you put in a support ticket at support@wolflair.com. Not allot anyone on the forums can do to help you with this. Make sure your email includes all the above info and your license numbers.
 
I'm on a Mac and having the same issue with 5.3. I'm livid. I've got sessions this weekend and can't use the software I've spent $200+ on to even PRINT a character sheet. I'm trying to get my characters hand written onto a sheet just so I can have something.
 
I just checked and rechecked each of the computers that I have Hero Labs installed on and each license is where it is suppose to be (no duplicates).

With the machine that I have a problem on I am locked into demo mode, if I reactivate my license that wouldn't solve it would it?

Also thanks for the responses.
 
It is version 5.3 that was just updated, and I just updated my main work computer and had no problem on this one machine (still problem on other), but I have a different problem, when I updated my savage world - ripper the thing says that it needs to be updated even when I just did it. Does this happen often?
 
This is an email that I received about my license:

(It looks like you are using 1 of your license numbers to keep 2 computers running the software. This confuses our license servers since each time you update them both, the server sees at least one of those updates as a move, and maybe even both of them.
The easy solution going forward is to make sure that your second computer is using your secondary license number (redacted #) which appears to have never been used)

Your right that the specific secondary # hasn't been used, but I am not using 1 license on 2 computers. I have a total of 4 licenses, I am installed on 3. First and main one is on my laptop, my second one is on my desktop, a third I use at an alternate site for when we play MM3. My fourth is a fall back in case of a computer failure so if I need I can use it. I write down all locations, double and triple check the numbers before I activate. Not one is used in two locations. I have a friend who doubled and triple checked too.
 
Since you intentionally brought this back up on the forums, I assume that means you want to resolve this publicly.

First of all, it looks like the support person who replied to your support ticket didn't investigate things appropriately. We'll be addressing that mistake internally. Having done that investigation myself just now, here are the facts as I know them.

Hero Lab calculates a "system code" for each device and it ties the license number to that system code. This code contains no personal identifying information, as it's just a hash, but it does identify the device. If something fundamental changes on a device (e.g. operating system or similar), it's possible for the system code to change as a result.

On our end, we can see what system code is tied to each license and when the system code changes. According to our records, the license number that is reporting the reassignment problem last had its system code changed on May 16, most likely due to an operating system upgrade. Your system code has apparently changed yet again. Since you last changed the system code on May 16, that's less than the standard waiting period, and that's why you received the message about needing early reassignment.

I have no idea why your system code changed, nor even what it has changed to because you haven't reactivated your license yet. All I know is that it HAS changed. There are a variety of reasons that this can happen, and only you would know what changes you've made on your computer that might have triggered the change.

Your license was already modified to allow the early reassignment by the person who replied to your support ticket, so you should be good to go whenever you choose to reactivate the license again.

Hope this explanation helps... :)
 
Rob I was not trying to be argumentative or sarcastic I was just asking the form people to help me with this problem.

On my end I had to reinstall my computer on May 16 due to a bad system problem, possibly virus but never could find problem. Changed to Windows 8.

About 2 weeks ago windows puked with my stardock object dock program. It killed all my links for my programs. It took a couple weeks to fix but we didn't need to reinstall windows or the programs we just had to manually put all links back in. I don't know if this is what triggered it but this and a new video card are the only things that were done to the machine.

I will not be at that machine till Wednesday but your saying all I have to do is reactivate my license and I'm good to go.

If the above is what did this then you have my apologies if you thought I was being argumentative. And you have them all the same anyways.

Thanks for the note and hope it works because I really like Heroes Lab and am looking forward to using it more.
 
Substantive hardware changes like replacing the video card will often result in the system code changing as a side effect. It's also quite possible that the recent actions necessary to restore everything on the computer triggered something that caused the system code to change. There's no way to know conclusively what caused the change from our end, but both of those have a strong likelihood of being the culprit.

Your license has already been modified on our server to eliminate any further waiting period from being required. So the moment that you next try to reactivate the license on the problematic computer, everything should work smoothly for you.

The important thing at this point is that we're all on the same page with this situation. There were changes on the computer that explain the system code change and license reassignment back in May, plus additional changes that likely explain another new change in system code now. We're not doing anything nefarious on our end to deny you access to the product. The changes are taking place on your computer and occurring outside of Hero Lab. The product is merely detecting these significant changes and believing that you've moved the license number to a new computer.

Hopefully, this additional insight into how things work will ensure that you are not alarmed in the future if a similar situation arises due to system upgrades on one of your other computers. :)
 
Just wanted to say thank you to rob and the fine folks at Lone Wolf. I apologize for any perceived negativity, but I didn't think I did anything to cause it. So Thank you and here's to better luck for me in the future.

One last stupid question would be what is the wait time between license reassignments so I know in the future? I know its on the website somewhere but this way anyone who ever reads this will know.
 
The wait time is 120 days. The reasoning behind the wait time is that most people do not rebuild or purchase new devices more often than 120 days. However, we know that stuff happens (hard drive crashes, stolen property, strange Microsoft updates like Windows 8 to Windows 8.1, etc.), so that's why people can request an early reassignment. I hope that clarifies things!
 
Technically, the consumer norm is to perform an upgrade every 12-18 months. In the interest of avoiding interruption for users as much as possible when the unexpected occurs, the wait interval is merely 4 months. We need to strike a balance that also minimizes the ability for users to effectively share licenses, and we've found that 4 months is a good middle ground. It's not perfect, but it avoids inconveniencing users the vast majority of the time. :)
 
once again just wanted to say thanks and I will keep this in mind. As a side note and not an excuse, I did say the computer was in a different location and my friend changed video cards without ever telling me until last night when I posted the info.

So to close this topic, thank you, I take the blame for any wrong comments, and hopefully we can continue doing business in the future as I'm looking forward to the gadget guide add on that I think I seen mentioned.
 
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