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Old License New License Problem

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Last year I purchased AdAware Pro but had lots of issues, removed it, and obtained a refund.

Yesterday, I purchased it again after reading many positive reviews. The new license is for 3 years, like the old but the expiration of the old one seems to have been embedded somewhere.

I tried reregistering with the new license, uninstalling and reinstalling the program, with no success. The old expiration is still there.

Does anyone have any ideas? Is there an AdAware clean-up tool which will totally remove all registry entries and program files completely?

Thanks.

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First, since you have bought the product you can use the Lavasoft support [url="http://www.lavasoft.com/support/supportcenter/"]http://www.lavasoft.com/support/supportcenter/[/url] instead of this forum with volunteers.

Second, there are no specific Ad-Aware clean-up tool but the recommended way to uninstall is described in [url="http://www.lavasoftsupport.com/index.php?showtopic=30850"]http://www.lavasoftsupport.com/index.php?showtopic=30850[/url] and you can try [url="http://www.appremover.com/"]AppRemover [/url] to see if it finds any left-overs.

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[quote name='CeciliaB' post='125305' date='Mar 4 2011, 08:01 AM']First, since you have bought the product you can use the Lavasoft support [url="http://www.lavasoft.com/support/supportcenter/"]http://www.lavasoft.com/support/supportcenter/[/url] instead of this forum with volunteers.

Second, there are no specific Ad-Aware clean-up tool but the recommended way to uninstall is described in [url="http://www.lavasoftsupport.com/index.php?showtopic=30850"]http://www.lavasoftsupport.com/index.php?showtopic=30850[/url] and you can try [url="http://www.appremover.com/"]AppRemover [/url] to see if it finds any left-overs.[/quote]


Cecilia,

I sent two support requests to Lavasoft with no response yet.

You and your volunteers are more responsive it seems. Thank you for that:).

Second, I have both applications you described, and used them to no avail. The same expiration date appears minus one day. In other words, it said 2/12/13. Now it states 2/11/13. Being a 3 year license, it should say 3/3/14. Edited by searchkight

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Sorry to hear that Lavasoft doesn't respond. Now they have left the office for the weekend but I try to get in contact with them on Monday.

In the mean time I hope someone else has any ideas.

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[quote name='CeciliaB' post='125310' date='Mar 4 2011, 04:59 PM']Sorry to hear that Lavasoft doesn't respond. Now they have left the office for the weekend but I try to get in contact with them on Monday.

In the mean time I hope someone else has any ideas.[/quote]


Cecilia,

Support for a security product is often one of the reasons people buy it. Obviously, Lavasoft does not place a priority on support no matter the problem.

Licensing is one of the first things a consumer has to deal with on purchase. I went through this with them last year, and nothing changed, resulting in my refund request.

It could be that the license key is just for two years, and Lavasoft provided the seller with the wrong key but I am not a Support Tech. Edited by searchkight

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Hi searchkight,

Sorry to hear about your issue.

Have you tried Revo Uninstaller? Here are instructions on how to use it here:
[url="http://www.lavasoftsupport.com/index.php?showtopic=30850"]http://www.lavasoftsupport.com/index.php?showtopic=30850[/url]

I'm not sure if this will remedy your situation. Like CeciliaB said, Lavasoft is out of the office until Monday, so not sure if they will be around to check on the issue.

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[quote name='SpySentinel' post='125315' date='Mar 4 2011, 08:36 PM']Hi searchkight,

Sorry to hear about your issue.

Have you tried Revo Uninstaller? Here are instructions on how to use it here:
[url="http://www.lavasoftsupport.com/index.php?showtopic=30850"]http://www.lavasoftsupport.com/index.php?showtopic=30850[/url]

I'm not sure if this will remedy your situation. Like CeciliaB said, Lavasoft is out of the office until Monday, so not sure if they will be around to check on the issue.[/quote]


Thanks. I have that Uninstaller, and it did not work.

Again, thanks to all of you for being more responsive than the software vendor.

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Hi searchkight,

Glad we can help!

Did you completely uninstall your old version of Ad-Aware before installing the new one and adding in the license?

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[quote name='SpySentinel' post='125325' date='Mar 5 2011, 01:51 AM']Hi searchkight,

Glad we can help!

Did you completely uninstall your old version of Ad-Aware before installing the new one and adding in the license?[/quote]


I did but that was the result. Peculiar right? It would help if Lavasoft had their own specialized clean-up tool!

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[quote name='searchkight' post='125326' date='Mar 5 2011, 02:53 AM']I did but that was the result. Peculiar right? It would help if Lavasoft had their own specialized clean-up tool![/quote]


I believe based on some research that I did on Google is that the problem is in the Hardware Fingerprint that is generated when you register AAPro.

Since I had an old license key from last year that was cancelled, the Hardware Fingerprint needs to be reset. It is still attched to the old license key info.

Lavasoft states that this can be done online.

However, I did not buy it from them directly but another online seller. To reset the Fingerprint online, you must have login credentials which Lavasoft did not provide me directly or the online seller as it now stands.

Once again, a convoluted process. Edited by searchkight

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Hi searchkight,

Thank you for the update. Let us know how it goes. Lavasoft should be back in the office later today or early tomorrow.

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I contacted Lavasoft support yesterday about this issue and they will look into it as soon as possible.

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Hi searchkight

Sorry for checking in on this thread so late.

I could not find any emails from you in our ticket system. I used the email address you are registered with in the forums to search for those messages.
Did you contact the Support team with any other email address?

Please log in to the Support Center and contact support here:
[url="http://www.lavasoft.com/mylavasoft/support...contact_support"]http://www.lavasoft.com/mylavasoft/support...contact_support[/url]

Use your registered email address and the password that you received with the email confirmation of your purchase/registration.
If you can't find your password, just use the password reminder.
[url="http://www.lavasoft.com/mylavasoft/support...center/password"]http://www.lavasoft.com/mylavasoft/support...center/password[/url]

If you have purchased Ad-Aware in a store you should register for a Lavasoft Support Center account.

Use the customer registration form via the link below to register for free online support and other benefits through our Lavasoft Support Center:
[url="http://www.lavasoft.com/support/supportcen...egistration.php"]http://www.lavasoft.com/support/supportcen...egistration.php[/url]

Once registered, you will be entitled to the latest software updates and the possibility to re-download your software for the duration of your license period. You can also view your licenses and be offered to renew at a discount.

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