• Please note: In an effort to ensure that all of our users feel welcome on our forums, we’ve updated our forum rules. You can review the updated rules here: http://forums.wolflair.com/showthread.php?t=5528.

    If a fellow Community member is not following the forum rules, please report the post by clicking the Report button (the red yield sign on the left) located on every post. This will notify the moderators directly. If you have any questions about these new rules, please contact support@wolflair.com.

    - The Lone Wolf Development Team

Why did m my license get wiped when I recieved updates?

D

djwilson2

Member
I opened my Hero Lab program and it informed me that I had updates; it updated them wiped out my license.

Someone did not test their software and released software that is both buggy and most of all detrimental to customers...

Please test the software prior to performing global updates.
 
I haven't had any problems on two computers. I installed the update, it told me it needed to update my license, entered my email and re-activated it.
 
It is standard behavior for every new release to require that you download an updated keyfile with each new release. The keyfile is uniquely tied to each product release. This is how our licensing mechanism has worked for the past decade across all of our products. The software was absolutely tested in this regard and behaved exactly as intended.

The behavior that @GhostMatter outlined above is simply how our products work regarding new releases. If a user has access to the internet to download a new version, then that user also has access to the internet to re-activate the license and retrieve the new keyfile. The process is handled automatically and takes only a few seconds to complete.
 
interestingly enough for me, every update, while does requirea reactivating of the license, the software is smart enough to remember the license key. You may have to re-enter your email address only if you didnt check the checkbox that says something like "remember my email address for future".

Is this not happening for you djwilson2?
 
Last edited:
Well this is a first for me as well, most of the time I update the license checks and then I am good to go BUT for some reason this time I was told that I had to wait and now I am stuck in DEMO mod Hell :( I have submitted and have a case number 3093 incase anyone needs or wanted to know. The down side is I have a game of Serenity running in 7 hours and no way to make characters or even print them :(
I should know better than to update before I do the task at hand but This is the first time its happened since I have owned the program.

Now I shall have to practice calmness :)
 
When this has happened to others it usually is caused by having HL on two different computers and using the same license by mistake on both. What happens is the license correctly switches to the 2nd PC but then when you try to reactivate on the 1st PC it says your within the 120 day situation and can't transfer to a new PC.

Any chance that's what happened here and your 2nd PC can still use HL?
 
I will check that out tomorrow, I have to update a lot of things on my Laptop and that is one of the updates. I made the everything on it tonight and pdf the characters tomorrow it will get its updates and then I will report on if it is fixed.

Thanks for the heads up never thought to check that.
 
ShadowChemosh said:
When this has happened to others it usually is caused by having HL on two different computers and using the same license by mistake on both. What happens is the license correctly switches to the 2nd PC but then when you try to reactivate on the 1st PC it says your within the 120 day situation and can't transfer to a new PC.
Click to expand...

Really? Sorry, but that is annoying. If I'm running on two machines (per the license), I shouldn't have to wait a couple days for license reassignment just because I upgraded the version on one of my machines. Bleh.
 
the_oddity said:
Really? Sorry, but that is annoying. If I'm running on two machines (per the license), I shouldn't have to wait a couple days for license reassignment just because I upgraded the version on one of my machines. Bleh.
Click to expand...

Hi. Sorry, but I'm not sure I understand the issue you encountered. As long as you are using a different license key on each computer, you shouldn't run into any issue with a license reassignment. Can you send me an e-mail with some additional details so I can troubleshoot on this end? Thanks!
 
I'm having a similar problem. This latest update somehow deleted a crucial file needed to run Hero Lab and I needed to Reinstall, now I'm stuck in Demo mode and unable to activate the program. Sent an email to tech support 2 days ago, so hopefully I'll hear something today.
 
I seem to be having a similar issue. I have the licence on two computers, and upgraded both of them to Windows 8 the other day. Reactivating the licence on one of them (I haven't tried the other yet) worked and then after applying updates, its gone. I did email support, but its frustrating having to wait for an indeterminate amount of time to be able to use Hero Lab again.
 
Each license number may only be used on one computer. Each license entitles you to two license numbers. You can get the second license number through the "obtain secondary license" option in the license menu within the program.

You can see what license number you are currently using on a computer by selecting "About Hero Lab" in the help menu, and you can get a list of the license numbers that are attached to your license from the "Send my licenses to me" option in the license menu.
 
I have to licence numbers. I have consistently been using the same number on this computer since purchase. When I upgraded to Windows 8, I reactivated it (I have not since tried to reactivate it on the other computer) and it worked right up until updated and then the licence was no longer active. I even used the "Send my Licences" option in the program (when it was active) to send me my licences and then in turn emailed it again to myself with tags so I know which licence is on which computer. I just want the thing to work again.
 
Ah. What may be happening (and I am not a member of Lone Wolf staff, so apply a grain of salt) is that the change of OS was sufficient for it to think it was a change of computer which would require manual intervention. I emphasize the may above as I don't know the details of either the licensing or the OS update, although if Windows 8 doesn't change enough to qualify for having to reassign the license... I'd question whether Microsoft is selling us an OS update or just a new skin on top of Windows 7.
 
The thing was I did the licence reassignment AFTER I upgraded the OS, and it was accepted. I'd try the other licence, but the other computer was two OS changes in under 120 days, so unless I get a reply from my support request I am SOL for at least three months.
 
Would you mind verifying that both computers are using a different Hero Lab license? I just handled a support case for a chap who it turned out had entered the incorrect license on one of his computers at one point, and had been using that license ever since - that's typically the sort of thing that causes this behavior.

If you've verified that both computers are using a different license number, shoot me an email at colen@wolflair.com and I'll look into it.

We answer technical support queries within three business days, and it looks like the last time someone went through the queue was Wednesday evening. If you haven't received a response after 3 business days, please email me at the above address.

Hope this helps!
 
Colen, I got a response that the licence has been reset so that it can be reassigned, and it now works. I just checked Hero Lab and the licence number corresponds to the one in my email. I do have a second licence I was using on another laptop (HP Pavilion) but I haven't attempted to reactivate it (I recently changed the OS from Linux Mint 13 to Windows 8, and yes Hero Lab has worked well for me on both Ubuntu Linux and Mint) because I am not sure if I want to use that laptop for Hero Lab. In any case support was prompt and courteous and I appreciate you all for being awesome! Thanks!
 
You must log in or register to reply here.
Back
Top