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Unable to register product

I

Irreverent Fool

Member
I recently purchased the license for Mutants & Masterminds online. This seems like a more general problem though so I'm posting here.

When I attempt to register, I get a message stating the following:

"An unexpected error occurred during the processing of your license. This often occurs when the internet connection is not properly established or the Lone Wolf Development server is not currently reachable."

The message is immediate, which indicates the program doesn't seem to realize I do in fact have an active internet connection. Generally an error like this occurs after a few seconds if there is some problem beyond that. I am not running any overzealous pop-up blockers or other such programs.

I am behind a router and have a number of services (Windows XP Professional) disabled. If I need to open any specific ports or enable any services I can certainly do so.

I found evidence that another user had an identical problem, but the forum post is tagged as over three years ago. (I found it in google's cache). The user mentioned that
"I discovered a block of settings dealing with versions of updates, but all of them had do to with games that are not available in 3.0, but only back to 2.2. I removed all of them and then voila!!, I had update access again."

I don't know what to look for in order to do this.

The official website and FAQ don't mention this problem at all. I have tried the 'manual registration' option but I am informed when I attempt to upload the license file that I cannot use this option for the initial registration.

Please help!
 
I've been trying continuously for three days now. I don't think it's just a hiccup.

Update: I have tried registering the product via three other wireless internet access points to no avail. The problem must be on my end somewhere, but I have no idea what settings I need to change/delete. I want to mention also that the automatic check for updates when starting HL (and the manual check for updates) encounters the same error.
 
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Irreverent Fool, have you tried retrieving updates? (Click the "Locate File" button on the "Select a Game" form.) Does it time out, or does it retrieve updates properly?

Also, can you access http://www.lonewolfdevel.com/ in a web browser from the machine that's having this problem?
 
When I attempt to retrieve updates I get a similar error message immediately (as I mentioned in my previous post). I apologize if I was unclear. I've allowed the 'checking for updates' bar at the bottom of the load screen to cycle until it says "An unexpected error occured. Click 'Locate File' for details". I've used the 'locate file' option. Finally, after loading hero lab (and the Mutants and Masterminds module) I've used the 'check for updates' function in the upper right hand corner of the screen. I have downloaded the most recent files from the Lone Wolf downloads page if that matters (though I know minor updates are frequently handled through the in-program updater).

Yes, I was able to log on to the main website. I'm able to perform all other online functions on my computer that I'm aware of except for registering Hero Lab. I play online games such as World of Warcraft, log in to research websites using my college as a proxy, download and upload files, use ftp, log onto my local network, etc.

As an update, I've since tried updating in three (additional) different wireless access points as well as plugging directly into my cable connection and I have the same problem. I'm certain at this point that it's some setting or another on my machine. If it comes down to it, I can use another computer to register the product, but I'd really like to fix the problem rather than merely avoiding it.

UPDATE: I decided to try utilizing my secondary license to activate the copy of hero lab on my primary computer. To do so, it had been my intent to download HL onto another computer, register it, and then use the 'manual registration' function to activte my secondary license on my primary computer. Hardly an elegant solution but it would serve my purposes.

Upon downloading Hero Lab from http://www.wolflair.com/index.php?context=hero_lab&page=downloads, I noticed that the main link on the page states 3.0 but the product it links to is still v2.3. The one listed in "product updates and core tools" below is correct though. I started up the program and it went through the 'checking for updates' routine just fine. I instructed it to download the updates for 3.0 on the in-program menu. After that the program restarted as normal. At the load screen, however, the 'checking for updates' quickly changed to the "An unexpected error occured. Click 'Locate File' for details" error! Indeed, the program would not allow me to download any updates from within the program and upon attempting to register, I received the precise error I initially ran into on my own machine. I uninstalled the program and removed all the additional files from the Hero Lab folder and tried reinstalling and the error now comes up immediately, offering no chance to update.

Could it be some registry setting? I saw a post by a user who previously had a similar problem and he said the issue was resolved by deleting all of Hero Lab's old registry settings. I don't know what these are stored under or I'd try it.

UPDATE: I tried uninstalling Hero Lab, deleting the registry keys, and reinstalling. The problem persists.
 
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I bought the product more than a week ago and am still having the problem. I haven't received a response from my email yet either.

I really like Hero Lab but am unable to use it. Is there no solution to my problem?
 
The issue with the download showing V3.0 and actually retrieving V2.3 has been fixed, as has the issue with the manual license activation. So the manual activation should at least get you going until the issue with internet access is resolved.

As for what is blocking the internet access, it could be an array of security tools causing the problem. Have you verified that HL is allowed to get through Windows Firewall? Do you have any internet security products installed (e.g. Norton, McAfee, etc.)? If you do, then these products will most likely be blocking HL unless you specifically tell them to allow HL through. These security tools will automatically recognize big-name products and allow them through without requiring any configuration by the user, but products like HL don't enjoy that benefit, so you'll need to manually configure the security tool(s) appropriately.

Hope this helps....
 
Well, the manual license did indeed work for me, and it appears that re-activating and then de-activating windows firewall allows HL to receive updates again. I can't fathom why.

Thank you for all the help. I can't tell you how glad I am that everything is working properly.
 
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