Why oh why does my license keep from working?

[steelhaven]

So, forum, I have a question.

Why does my license keep from working?!
As you can see from below:
14221 License Reassignment Request (Sun, 21 Apr 2013 23:44:03 -0500) Open 4/21/2013 (Today) 9:44 PM
14199 License Reassignment Request (Sun, 21 Apr 2013 17:35:09 -0500) Open 4/21/2013 (Today) 3:35 PM
8499 License Reassignment Request (Thu, 24 Jan 2013 23:24:22 -0600) Closed 1/24/2013 9:25 PM
4796 License Reassignment Request (Sat, 03 Nov 2012 22:37:00 -0500) Closed 11/3/2012 8:39 PM
4795 License Reassignment Request (Sat, 03 Nov 2012 22:33:52 -0500) Closed 11/3/2012 8:34 PM
3717 License Reassignment Request (Sun, 14 Oct 2012 01:11:08 -0500) Closed 10/13/2012 11:13 PM

My license likes to shut itself off for no reason.

I am VERY disappointed in this product.
I have spent well over 150 bucks and this software
shuts itself off every time I need it.

I own 3 full licenses and several PF books for Hero Lab.
I WANT TO USE THE SOFTWARE I HAVE PURCHASED.
THIS IS AS BAD AS EA.
FIX IT, NOW.
This needs to stop before I start to demand a full refund.

 

[ShadowChemosh]

My guess is that your issue is covered in the FAQ about license issue. The issue is in every case that I have seen is the person tried to use the same License on multiple computers.

Going by the fact you mention you have 3 licenses this is most likely the issue. You can initial load the same License on two computers as the license gets transferred to the 2nd computer and the 1st computer continues to work until you do an upgrade.

The important rule of the HL license is that you have to have one UNIQUE license on each computer.

The first question in the FAQ goes over how to check each computers license and how to obtain a list of your licenses. Then just make sure each one has its own unique one. In this case you may have to get one license reset so the FAQ link also has the email address how to contact LW as no one on the forums here can do a thing to help with License issues.

 

[rob]

Here's a question in return. How many different computers are you trying to use the same license number on?

Based on a check of your license history, your license number has regularly bounced between two different computers. The system code is alternating between the same two values, back and forth. This has all the hallmarks of a user attempting to utilize the same license number on two computers, which doesn't work. Each computer must have a distinct license number assigned on it. The moment you re-use a license number from ComputerA on ComputerB, subsequent attempts to use that license number again on ComputerA will cause the exact problem you're reporting.

This detail is spelled out in the license email you are first sent, the license agreement during activation, and on our website. It is also found at the bottom of emails sent from technical support, in the form of the text below.

Tip: Is Hero Lab / Army Builder regularly going into demo mode? Make sure each of your computers is using a *different* license number. Each computer needs its own license number to run properly - you can activate your free secondary license from the License menu, then use your new license number on your second computer to get up and running.

I don't know any of the details of your situation beyond the data I can view on our server. That data points to a single license number being bounced between two computers on June 23, October 15th, and November 12th of last year. The change on October 15th was longer than the waiting period for automatic re-assignment, which is why you didn't run into this problem then. The change on January 28th when to a different (third) computer. I have no idea what the system code is with the current failure, but there's definitely a strong possibility it's a previously activated computer for that license number.

Please verify that you are only using the license number ending in P6CG on a single computer. There is no reason why the same computer should be alternating between the same two system codes, and given the data for your license on our server, there is no other reasonable explanation for the behavior you're experiencing.

According to your post above, you claim to own THREE licenses for Hero Lab. Our server shows that only TWO licenses have ever been activated by you. However, you have purchased an additional secondary license that is currently UNUSED. My best guess is that you purchased an additional secondary license, but you never actually acquired it and put it into use. Instead, you've been re-using one license number on two different computers, which would explain all the difficulties you've been having.

To acquire your as yet unutilized secondary license, please follow the instructions in the various receipt emails you've received with each of your add-on purchases. It should take you only a minute or two. Then you can utilize that license number on one of the two computers where you're currently using the same license number, after which all these problems will go away.

Hope this helps!