Follow along with the video below to see how to install our site as a web app on your home screen.
Note: This feature may not be available in some browsers.
I'll start with the last item first. Your first post here was at 6pm Saturday night. Based on that, I'm going to assume that you sent the email to support no more than 24 hours before your post here. That means you sent the email to support after close of business on Friday. Like the vast majority of companies in the world, our primary business hours are Monday through Friday. So an email to support over the weekend generally won't receive a response until the next business day, which is Monday (tomorrow). I happened to be working this weekend and saw your post, so I figured I would try to help.
As for why I guessed at the reason for the problem, about 98% of our users who encounter your problem immediately after purchasing the product have made the exact mistake I outlined. Given that our server shows you have successfully activated your license, it was the most likely source of the problem. Apparently, you're in the other 2%.
The first thing to do is verify that there are no programs on your computer interfering with Hero Lab's access to the internet. Start by loading any game system into Hero Lab - demo mode is fine. Once that's done, please go to the Tools menu, then the Diagnostics sub-menu, and select "Check Internet Connection". If this reports any issues, please copy and paste them into an email to support (or you can post them here in this thread).
The second thing to verify is that the key file sent back by our server during the licensing process is successfully getting saved into place. This key file is how the product gets unlocked. Go to the Tools menu, then the Explore Folders sub-menu, and select "Program Data Folder". This will launch Windows Explorer and load up the location where the key file is saved. You should see a file with the name "HPKey.lic" and it should be about 3KB in size. If you don't see the file, something on your computer is interfering with this file being properly saved, so we'll need to figure that out. If you *do* see the file, delete it. Once you delete it, try running the license activation wizard again. It's possible that the file was corrupted somehow during the download, so this should retrieve it again.
If there is nothing interfering with your internet connection and the key file is being successfully downloaded, I'll need to brainstorm other ideas for what could be going wrong. Give the above tests a try and let me know if they uncover anything. Be sure to provide me with any error messages that may be appearing, since they will be extremely helpful in trying to figure out what's going sideways with your computer.