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Possible 3.7 bug, Licensing Issues

Adam.Ormond said:
Yeah, I haven't received a response from my license reassignment request either.
Click to expand...

I confirmed with Nancy this morning that she had processed all of the license reassignment requests that were pending. So if you haven't received confirmation that it's been handled, I recommend you check your spam folder and your spam settings in general. More than likely, Nancy sent you confirmation that it's been taken care of and your spam filter kept it from getting through to you. :(

The other thing to confirm is that you properly submitted the request in the first place, as well as that you submitted it via the "early" form instead of just via an email to support. The general support queue is still being processed, but the "early" queue was given priority and has been fully processed.
 
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There is nothing in my spam or junk email folders - it's possible a reply was deleted, as my email settings were set to obliterate anything recognized as trash, but it hasn't been junking the automated replies. Below is the email I received on 6/5 @ 8:13 AM CST. I submitted the request using the form that was presented to me when I clicked the giant purple hyperlink in Hero Lab.

Am I supposed to resubmit?
Hello,

Thanks for emailing Lone Wolf Development's support email address. Your email has been received and should typically be answered within 2-3 business days. You can also search our support forums for the answer to your question:

http://forums.wolflair.com/

Thanks for emailing us! We'll get back to you soon.

- Lone Wolf Development


(Please note - this response is sent a maximum of once per day, to prevent "flooding". If you send further emails today, you will not receive an auto-response, but the email should still have been received.)
Click to expand...
 
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I just submitted another request using the same method. I received an automated email in less than 30 seconds. It looks the same as the one I received on 6/5.
 
Try reassigning your license again - if it works, it means Nancy flagged it and the email just didn't go through for some reason.

If it still doesn't work, please email me at colen@wolflair.com and I'll take care of things.
 
Sent regular email with greater detail. Had automated response from tech support by the time I had switched from the draft folder to the inbox.

Got the correction notice just moments ago... More patients needed on my end of this.
 
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All is well, thank you

Just wanted to say that I had no problem applying my secondary license to my laptop yesterday (the previous version never asked for it, so it was never requeted or applied until now), then last evening I went home and had the same problem everyone else is having with their main accounts.

I updated the software and got the error, followed the process recommended by the program, sent in my request and reason, and Nancy replied within an hour and everything was cleared up that fast.

Thank you very much, Nancy and the support team!

-Drake
 
NOT HAPPY

I have a legitimate license for HL. I just did an update, and now I'm in demo mode (keeps talking about early license reassignment). It's been on the same 2 computers for a long time.

I have a big game tomorrow night (getting prepared), and I cannot export my stuff to D20Pro now.

NOT HAPPY.

I'm seriously considering alternatives
 
Apparently, Hero Lab thinks something has changed on your computer, and it's been only a short time since you last upgraded and/or reinstalled the operating system on that computer. Please use the form to report this to support and Nancy ought to be able to get you up and running in reasonably short order.

Did the problem happen on both computers? Or just one? If only the one, then hopefully you can utilize the second until Nancy gets things sorted out for you.
 
upgrade & license

I installed Windows 7 64 Pro almost a year ago. I haven't made any system changes since.

I ran this at command prompt:

systeminfo | find /i "install date"

and it says "7/10/2010"

I update Hero Lab every time there is an update available.

Is there something wrong with doing that? Does that cause the license issue?
 
Same problem here... 3.7 has decided that it is no longer licensed. It's been installed and working on this PC for months now. 3.7 doesn't upgrade the license properly.
 
another friend of mine has same issue

I have another friend who has a legitimate copy of HL. He did the update yesterday 3 hours before our game. And boom, he's in demo mode. Now he's throwing a fit too.

His computer has not changed hardware-wise in 2 years. He did do Win 7 svc pack.

Word of advice--never do an update within 24 hours of a game, or you will get screwed.
 
Not everyone got screwed by the update. I had no problems what so ever on Win 7 64 bit fully updated with service pack. Not that it'll help you guys though.
 
My primary box (windows 7, just installed service pack prior to the upgrade) is also reporting a license problem. My secondary license is on a mac (with wineskin) and works fine. I sent in the request yesterday for early license reassignment, but haven't received a response.

I am more than a little frustrated. It prevented me from using hero lab for our weekly game.

(For the record--the primary license has only been on the one box).
 
I hate to be "that guy" (the one who signs up on the forums for the sole purpose of complaining about an issue) but I've gotta do what I've gotta do.

My issue has been much the same as many others: I downloaded the update, after seeing the update was available, I purchased the license for ultimate magic, I ran Hero Lab, and got stuck in demo mode. I wouldn't be so upset about this if it weren't for the fact that I use the program whilst I run my game (hp/initiative roller/status tracker/etc).

Apparently all will be fixed eventually, but, for posterity's sake, I suppose I should toss this out there:

Windows 7 64x, w/ service pack.

Haven't downloaded an update before this one, I've only had Hero Lab for about two weeks, so I don't know if this issue would (or even could) have occurred in the past.

It should also bear noting: I didn't get any sort of warning or notice about importing files from one version to another. The update ran like it was a fresh install of the program.
 
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What's everyone's License Reassignment date? You can find this information by logging in here and then using the View All Linked Licenses link.

The license I had a problem with had an Issue Date and Reassigned Date that were identical (4/3/2011). I only installed the application once on 4/3/2011, yet somehow that license was flagged as Reassigned on that day.

I do recall attempting to install the application at a later date using the same license, prior to learning the process for obtaining a secondary license. As expected, HeroLab denied my second installation, but informed me how to acquire a secondary license. I then used that license to install HeroLab on a second computer.
 
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If HL is supposed to do things like this, then please don't bug the user with the "There's an update available!!" message every time the program is run.

It's like baiting the user into losing functionality.

I did receive my reactivation, so I can stop ranting now. But what a pain in the a#$ this was, especially on game night ;(
 
Adam.Ormond said:
What's everyone's License Reassignment date? You can find this information by logging in here and then using the View All Linked Licenses link.
Click to expand...
Though I didn't have the problem, I was curious so I went ahead and checked my license, and sure enough my primary license is listed as having been reassigned on June 4, 2011 (the day I updated to 3.7). I guess I was just lucky that the last time I had reassigned it was over a year ago (new PC in October 2009) or I'd have been caught as well.

This is why people hate DRM. Serious fuckup here.
 
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