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- The Lone Wolf Development Team
v2.3 and Secondary Licenses
- Thread starter Sydereal
- Start date
At 03:26 PM 10/16/2008, you wrote:
Second, make sure that you've re-activated your license on your wife's computer. Normally, the installer should prompt you to do so, but it's possible it didn't. You can do this manually by going to the License menu and selecting the option to re-activate your license.
Third, on the License menu, select the option to View License Info. You should see a list of the various packages that are authorized for your license. The UP/MM add-on package should be listed. If so, you should be good to go. If not, something very strange is going on.
If things are stuffed up, please send an email directly to me with your license number. I'll then investigate the situation on this end and try to get things sorted out.
-Rob
First, make sure you've installed V2.3. I assume you've done this.
Second, make sure that you've re-activated your license on your wife's computer. Normally, the installer should prompt you to do so, but it's possible it didn't. You can do this manually by going to the License menu and selecting the option to re-activate your license.
Third, on the License menu, select the option to View License Info. You should see a list of the various packages that are authorized for your license. The UP/MM add-on package should be listed. If so, you should be good to go. If not, something very strange is going on.
If things are stuffed up, please send an email directly to me with your license number. I'll then investigate the situation on this end and try to get things sorted out.
-Rob
At 03:11 PM 10/17/2008, you wrote:
Everything checks out fine on our server for your license. Since you aren't able to successfully activate the license on the computer, the problem is most likely that HL is being blocked from accessing the internet successfully. This could be due to the Windows Firewall, or it could be due to some other internet security tool blocking HL's internet access. Please make sure that HL is authorized to get through all the various security blocks that exist on the computer. If that fails, then you can use the "manual" license activation method in conjunction with your web browser on the computer. The only difference is that you don't have to move files between different computers.
Hope this helps,
Rob
I never check PMs since I use email for all the support forum stuff, hence I didn't see it. :-( And sorry for not specifying any email address to use. It's in the emails I look at from everyone else, so I just assume that the email address is readily available on posts on the web forum. Oops.
Everything checks out fine on our server for your license. Since you aren't able to successfully activate the license on the computer, the problem is most likely that HL is being blocked from accessing the internet successfully. This could be due to the Windows Firewall, or it could be due to some other internet security tool blocking HL's internet access. Please make sure that HL is authorized to get through all the various security blocks that exist on the computer. If that fails, then you can use the "manual" license activation method in conjunction with your web browser on the computer. The only difference is that you don't have to move files between different computers.
Hope this helps,
Rob
flamepulse
Well-known member
I am also having secondary liscence issues, i sent an email last wek and havnt gotten a response. My sister upgraded from xp to vista on her laptop and now it wont let her use herolab in liscend mode.
LinusMundane
Active member
this is because HL is installed computer specific, if you reinstall windows, its thinking that it is on a new computer. I had the same problem and they took care of it for me so it shouldnt be an issue much longer for you as well.
Sydereal wrote:
>
>
> If it helps, the only thing we keep getting is:
>
> *Quote:*
> The license number you specified cannot be reassigned at this time.
> Licenses can be re-assigned subject to the terms set forth in the
> license agreement when you purchased the product. You can review license
> terms and conditions on this website.
>
Hi Sydereal,
Reinstalling windows can sometimes cause Hero Lab to think your computer
has changed, and unlicense itself. I've accelerated the license
associated with your email address, so please try activating your
license again.
Hope this helps,
--
Colen McAlister, colen@wolflair.com
>
>
> If it helps, the only thing we keep getting is:
>
> *Quote:*
> The license number you specified cannot be reassigned at this time.
> Licenses can be re-assigned subject to the terms set forth in the
> license agreement when you purchased the product. You can review license
> terms and conditions on this website.
>
Hi Sydereal,
Reinstalling windows can sometimes cause Hero Lab to think your computer
has changed, and unlicense itself. I've accelerated the license
associated with your email address, so please try activating your
license again.
Hope this helps,
--
Colen McAlister, colen@wolflair.com
flamepulse
Well-known member
I am in hte same boat as Sydereal
flamepulse
Well-known member
I am in hte same boat as Sydereal
At 06:38 PM 10/20/2008, you wrote:
In the future, please make a point to include the details of errors messages that are displayed. If your original post - or the PM - had actually included the error message, this problem could have been fixed very quickly for you.
Also, please send these sorts of problems to support@wolflair.com. If you do that, they will almost always get handled much more quickly than if you post them here on the forums. We've got a person that handles all the tech support stuff and she checks the support queue quite frequently, whereas we check the forums sporadically.
When reporting a problem to support, please include your license number and as much detail as possible to maximize our ability to quickly identify the problem and provide a suitable fix.
It appears that Colen accelerated your *other* license and not the one with the problem. I'm assuming that's because he never received the specific license number from you, so he guessed wrong. I just accelerated the correct license number, so please give it another try.
In the future, please make a point to include the details of errors messages that are displayed. If your original post - or the PM - had actually included the error message, this problem could have been fixed very quickly for you.
Also, please send these sorts of problems to support@wolflair.com. If you do that, they will almost always get handled much more quickly than if you post them here on the forums. We've got a person that handles all the tech support stuff and she checks the support queue quite frequently, whereas we check the forums sporadically.
When reporting a problem to support, please include your license number and as much detail as possible to maximize our ability to quickly identify the problem and provide a suitable fix.
At 11:49 PM 10/20/2008, you wrote:
Please send the info I outlined in the previous post to support@wolflair.com. Nancy should be able to get things sorted out for you.
At 06:03 PM 10/29/2008, you wrote:
Nancy typically goes through the support queue once every day or two. I realize everyone is anxious to get running with stuff, but we're too tiny a company to have someone constantly monitoring support. The alternative would be to charge more for our products in order to pay for someone to be always available for support. However, our various user polls in the past have always resulted in the majority of users being content to wait 24-48 hours in the interest of keeping the prices down. So that's the approach we've taken.I also have been having the same problem. Ive seen two emails to support - hopefully they are getting them. I got a new computer...wanted to put it on my new laptop....ready to get the Ultimate powers
Can anyone help?