Kathryn Posted March 24, 2012 Share Posted March 24, 2012 I just purchased Year 1 DE+Print and downloaded all of the files. When I go to Year 1 and choose a week-plan file to open, Lock Lizard opens and then I get an error window that says: "Authorization error. To purchase, visit http://www.lampstandbookshelf.com'>http://www.lampstandbookshelf.com or call Lampstand Press Customer Service at 1-800-705-7487 between 10am and 4pm Eastern Time Mon-Fri. To refresh your license, go to http://download.tapestryofgrace.com for instructions." or else, "You are not authorized to view this document. To buy a copy or renew your existing license, visit http://www.lampstandbookshelf.com or call Lampstand Press Customer Service at 1-800-705-7487 between 10am and 4pm Eastern Time Mon-Fri." Regular PDFs open, just not the LockLizard ones. I've sent an email to customer support, but since it's Friday evening, I don't expect a response for a few days. I was hoping someone around here might have an idea as to what's going on. I have tried downloading the license again and restarting my computer and it hasn't worked. Could it have something to do with having the 3 week sample installed on the computer? Quote Link to comment Share on other sites More sharing options...
HiddenJewel Posted March 24, 2012 Share Posted March 24, 2012 I had answers from the TOG tech guy at times when I thought he wouldn't be working. So you might here back. Did you send it to tech support too? Quote Link to comment Share on other sites More sharing options...
M&M Posted March 24, 2012 Share Posted March 24, 2012 I had the same problem two weeks ago. The tech guy I spoke to said it was a glitch in the system. He was able to fix it while I was on the phone with him. Sometimes the licensing portion doesn't apply to your account. I think they are working on it. I hope you get an answer soon! Quote Link to comment Share on other sites More sharing options...
lexi Posted March 24, 2012 Share Posted March 24, 2012 I had a license issue once too. I called and they fixed it right away. I also had to put TOG on a different laptop and they were so helpful in transferring the license. I would email them and if you don't hear back, then call Monday. They have always been super helpful when I called. Hopefully you'll get it fixed soon!! Quote Link to comment Share on other sites More sharing options...
Kathryn Posted March 24, 2012 Author Share Posted March 24, 2012 Thank you! Yes, it was tech support I contacted. I'm glad to know it should be a simple fix though. Quote Link to comment Share on other sites More sharing options...
melmichigan Posted March 24, 2012 Share Posted March 24, 2012 Make sure you didn't just save the locklizard file. You need to open it and let the wizard run when you are downloading all the files to your computer. It might help to go back to the download center and go through all the steps again and make sure you saved and then opened each file. It will also refresh your licese. HTH. Quote Link to comment Share on other sites More sharing options...
Kathryn Posted March 24, 2012 Author Share Posted March 24, 2012 Make sure you didn't just save the locklizard file. You need to open it and let the wizard run when you are downloading all the files to your computer. It might help to go back to the download center and go through all the steps again and make sure you saved and then opened each file. It will also refresh your licese. HTH. I did all that. Still no luck :( But at least when they suggest it, I will have already done it. Thank you for the suggestion. Quote Link to comment Share on other sites More sharing options...
SnMomof7 Posted March 25, 2012 Share Posted March 25, 2012 They might need to send you a new license file by email? They've done that for me before - awesome customer service. Quote Link to comment Share on other sites More sharing options...
Guest Posted March 26, 2012 Share Posted March 26, 2012 Have you tried this? LockLizard uses the terms "keystore" and "license" interchangably. Sometimes, if there's a problem with license registration, the license registers with the LockLizard database but doesn't update your computer. PC: Start menu > Programs > Lizard Safeguard PDF Viewer > Remove Keystore. Mac: from the Lizard Safeguard viewer menu select Remove Keystore. Once you have done this, refresh your license in step two of the Download Center. Here's the link: http://ticket.tapestryofgrace.com/faq.php?pg=1&cid=5&answer=11#f11 Quote Link to comment Share on other sites More sharing options...
Kathryn Posted March 26, 2012 Author Share Posted March 26, 2012 Have you tried this? Here's the link: http://ticket.tapestryofgrace.com/faq.php?pg=1&cid=5&answer=11#f11 Thank you, I just tried it. It didn't work :( Quote Link to comment Share on other sites More sharing options...
Guest Posted March 26, 2012 Share Posted March 26, 2012 Thank you, I just tried it. It didn't work :( Shoot! I have had several problems in the past due to our firewalls and we have since fixed that issue but at some point when I was having problems and I contacted them again, Ray Johnson (Technical Director) told me that for some reason my account had not been set up correctly. He fixed it and then I was fine. If you prefer not to call, click on Technical Support and just e-mail them. I am in Canada and before that the Middle East, so I have always contacted them via e-mail. http://www.tapestryofgrace.com/company/aboutus/ Quote Link to comment Share on other sites More sharing options...
Guest Posted March 26, 2012 Share Posted March 26, 2012 Oooops, scrap that idea. You already said you have e-mailed them :tongue_smilie:. Quote Link to comment Share on other sites More sharing options...
Kathryn Posted March 26, 2012 Author Share Posted March 26, 2012 I did the "Open a new support ticket" thing on the help page. I'm hoping I'll get it resolved today in between all my appointments. It sounds like they have good customer service--just not on the weekend! Quote Link to comment Share on other sites More sharing options...
Guest Posted March 26, 2012 Share Posted March 26, 2012 (edited) Could it have something to do with having the 3 week sample installed on the computer? You know, when I had problems the last time, I had downloaded a sample to help out someone (I wanted to see what she was seeing since the samples don't give you access to everything) and it somehow messed up my Locklizard account. I think this was what may have messed up my account like Ray said, so you may be on the right track there. I remember mentioning it to Ray and he said that it was possible that that had something to do with it. Edited March 26, 2012 by Guest Quote Link to comment Share on other sites More sharing options...
melmichigan Posted March 26, 2012 Share Posted March 26, 2012 I did the "Open a new support ticket" thing on the help page. I'm hoping I'll get it resolved today in between all my appointments. It sounds like they have good customer service--just not on the weekend! If you have a certain window of time and haven't gotten an email response by a reasonable time then I would call. They have always talked me through any computer problems right over the phone. Quote Link to comment Share on other sites More sharing options...
Kathryn Posted March 26, 2012 Author Share Posted March 26, 2012 It works on both computers now!!! They had technical issues on Friday that meant that online orders didn't get their licenses associated with their accounts so they had to input the license manually. Thank you for your help everyone! Quote Link to comment Share on other sites More sharing options...
Guest Posted March 26, 2012 Share Posted March 26, 2012 It works on both computers now!!! They had technical issues on Friday that meant that online orders didn't get their licenses associated with their accounts so they had to input the license manually. Thank you for your help everyone! :thumbup: Quote Link to comment Share on other sites More sharing options...
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