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Possible 3.7 bug, Licensing Issues

C

chef

Member
Today I bought the Ultimate magic update for Pathfinder so I went to update my Hero Lab and download the files. I downloaded the new version of Hero Lab and the files for the addition and when I went to renew my License it would not renew and prompted me to request for the computer renewal. The biggest problem is now I can't use the entire Pathfinder system because it doesn't think I have the license for the system anymore.
 
Firstly, I assume you've already done this, but make sure to complete the license reassignment request form - we generally get to these requests pretty fast, so you should be up and running soon.

I looked up your licenses based on the email addresses for your forum accounts, and it looks like your licenses have both been reassigned to different computers within the last 4 months (one of chef's in early February, one of FCWesel's late last month). So if you're trying to use the same licenses on two different computers, that explains why you're running into these issues.

It's hard to tell without more information, and I don't want to go into the details of your licenses here - do either of you have the same license number used on two computers? If so, you should make sure that you're using one license number per computer - the secondary license you have can be used to use HL simultaneously on a second computer if you're running it on a desktop and laptop at the same time, for example.

Hope this helps!
 
Colen,
I figured out what happened. When I bought a 3rd license I didn't grab a new code and used the one on my one laptop for it and it didn't freak out until now. So I just got my 3rd license.

Thanks though.
 
I have the two base licenses (the two you automatically get) and BOUGHT a third for a lap top.

Yup, did the request thing; still waiting because its the weekend and the form I filled out says 1-2 Business Days. So I expect Mon or Tue it'll get resolved.

Computer A: License 1.a
Computer B: (Should be license 1.b, and even shows it, it just wont accept it)
Lap Top: License 2

I just checked the other machines against my License #s and are right with the licenses, and as I have not updated them to 3.7. Don't know if that helps.
 
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I also have the same issue. Locked license -- I checked my installations (2) and they are using the correct licenses. One upgrade worked (secondary license), but my primary license upgrade did not.

I sent the license reassignment request yesterday morning; no response yet.
 
Not finding the License form...still looking.

EDIT: Just did it through the app (Early License Form) but I hope this doesn't count against my allowed reassignments.
 
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I too am having this problem. I bought Hero Lab less than 90 days ago, and just added it to a second computer yesterday. Today I did the update as requested and now I am regulated to Demo Mode. I requested a Early License by hitting that button. But I also hope that it will not count against my allowed reassignments as all I was doing was trying to update to a new version.
 
It does. My secondary license was marked as 'reassigned' today. I didn't actually reassign it. It's still on the same computer.
 
krypt0nian said:
Not finding the License form...still looking.

EDIT: Just did it through the app (Early License Form) but I hope this doesn't count against my allowed reassignments.
Click to expand...

The waiting period is in place to ensure one user doesn't buy a single copy and then share it with his entire gaming group. As such, there is no fixed number of allowed early reassignments. Instead, we're checking for a pattern of frequent requests, which could indicate someone is trying to re-use the same license number on multiple computers.

Unfortunately, the issue with sharing licenses is a very real problem. We regularly have multiple groups openly discussing that very objective and pooling their money right in front of us in our booth at shows like GenCon. If there are that many brazen enough to do it right in front of us, I shudder to think how many would be willing to do it privately.

The V3.7 update should not have caused the "identity" of a computer to change, but it appears that a few dozen users did have that problem. We're investigating what could have caused the problem so we can get it corrected. And Nancy (tech support) is getting everyone's problem reports handled as quickly as possible today, so we're doing our best to get everyone back up and running ASAP.

Sorry for the inconvenience. :(
 
FWIW, mine went through successfully running 64-bit Windows 7 and M&M 2E. *wry grin* On the off chance that knowing something about the pattern of success cases helps...
 
No resolution on my end as of yet, though that's my fault as it seems I did not properly send the license form the first time. I'm also a little leery of updating my second copy on my tablet, at least until it's fixed on my main computer first. Don't want to left without a fully working copy.
 
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