Kezia,please help me?

[aungpoa_mamy1]

I buy Little reader,little mate and chinese content but I have problem about license key in LR and chinese content. I must activated license key every time when I open LR because your program show  " Warning: licenses key status has changed.little reader will now refresh and little reader  licenses key  have not been successfully activated (activation period expired . activate license key for future work) ".It does not show my computer name in Purchases in LR but little math it show my computer :Dell  but in  Chinese content, I never import license key why your program show your license key already exist and it show my computer:microsoft. I try to uninstall and install many times by use direction in I want to delete one of my software activation records. How do I do this? but I can resolve my problem.Please help me.

[aungpoa_mamy1]

After I sent you my problem that I must reactivated license key every time I use your program but the next day
I can't use your program because your program show my liscense key is deacyivated and my license key of Little reader,little math and chinese conent in my perchase all disappeared.I asked Lappy,he told me that your support team reset my license key and cleared it but I can't use it 3 days from I sent you my problem.Could anyone tell me that When my liscense key is worked.I feel very stress because there are not answer from you that after you reset my license key,when I can use it or How many days I can use my license key?
Please help me Kezia.

[Lappy]

Hi Suchart -

We wrote you instructions in your email. Please check your email and follow the instructions very very carefully to make sure that everything will work.

Kindly let us know once this is done.

Thanks.

[aungpoa_mamy1]

Dear Lappy

Thank you very much for your help,I followed your instruction carefully,now the process is completed.However it's still  need to re-activate the key every time   I open LR.  Then I I followed the method as support ticket no.# 841757 but without success and It does not show my computer name in Purchases.
What should I do next,please advise me.

Best regards

[Kezia]

Hi Suchart, please confirm if you have done as suggested in the last support ticket message we sent you:

1. Make sure that you have a stable and active Internet connection when you import your key.

2. If you are manually typing in your license key, check that you have not mis-typed your key. If you are asked to log in to your BrillKids Account, make sure you have entered the correct email and password for your BrillKids Account.

3. Please try temporarily turning off your Firewall or Anti-Virus and see if you can activate Little Reader or Little Math successfully.

We tried calling you last time but unfortunately we weren't able to reach you. Please try importing your license key again, and if it still doesn't work do let us know.

We also would like to suggest doing a TeamViewer session with you - this means that we will use a program to "visit your computer" and remotely do the fixes and troubleshooting for you. If you'd like to try this method, please let me know and I'll send you a PM with further information on how this is done.

[tlyoung]

I did not get your email can you resend it . I don't know why my new computer won't download LR. It does not guide me thru the steps. I am still in the trial and now am stucfk on day 9!  Thanks, Tracy

[Kezia]

Hi Tracy! I'm sorry to hear that you didn't receive the email we sent in response to your support message.

I have resent our message a few minutes ago, so please check your inbox for that one. In case you still didn't get anything, do try going to our Support Helpdesk at http://support.brillkids.com while you are signed in to your BrillKids Account.

When you get to our Support page, you should see that you are automatically logged in to your BrillKids Account -- if not, simply click on the "login" link at the top right part of the page to sign in. Once you're signed in, click on "Check your existing requests" and you'll find a thread there for the last Support message you sent us. Open that thread and you'll see a hisory of your message and our reply to you, and you may also post a new reply there.

[aungpoa_mamy1]

Hi .. Kezia

Thanks for your good help. I follow the instructions carefully every step,but for the LR. I still be required to re-activated every time when my computer status is an online, it's difference when I activate without connect the internet  or when I activate the LM.

The important thing is I would like to know it has any difference effect for the using or not.

Many thank

[aungpoa_mamy1]

Dear Kezia
   I have doubt why sometime when I don't connect the internet I don't reactivate license key but sometime I must reactivate license key such as today and I must reactivated license key every time when I connect the connect internet.If I don't want teamviwer there are another method to dissolve my problems,please tell me step by step.If I reinstall LR and import license key again,Dose these method can dissolve my problem? and LR can be used,my  husband worried that If I reinstall LR,these program can't be used like my  first problem ago.If your think that TeamViewer  is the last method to dissolve my problem,can you confirm that this method is safe for my computer.

Thanks

[Kezia]

Hi Suchart, just to clarify for you:

The reason why you are always asked to reactivate your license key whenever you open Little Reader (while connected to the Internet) is because you were unable to successfully activate your software the first time you imported your license key.

As you noticed you only get the "import license key" when you are connected to the Internet -- this is because the connection allows your Little Reader to communicate with our licensing server to check and verify that you have activated your license key. This is also a way for your LR to automatically receive any alerts on updates for your software or your curriculum content.

To prevent the license key prompt from asking you to reactivate everytime you open Little Reader, you need to activate your Little Reader successfully -- to check if you were able to activate successfully, you should see your computer's name written beside your license key in your Account Management page (under "My Purchases > Little Reader > Content & License Keys"). You will also notice that you will not be asked to enter your license key again the next time you open Little Reader. Once this is done, you do not need to always be online whenever you use Little Reader.

In the meantime, I would like to confirm that your Little Reader is currently not activated since the last time we helped you clear up your activation records, so you may try again.

Please refer to this article for details on how to import your license key:
http://support.brillkids.com/entries/20395173-importing-your-little-reader-license-key-from-your-account-management-page

Once, again, here are a few things to take note of to help ensure a successful activation:

1. Make sure that you have a stable and active Internet connection when you import your key.

2. If you are manually typing in your license key, check that you have not mis-typed your key. If you are asked to log in to your BrillKids Account, make sure you have entered the correct email and password for your BrillKids Account.

3. Please try temporarily turning off your Firewall or Anti-Virus and see if you can activate Little Reader successfully.

About TeamViewer, we assure you that this method is 100% safe - this program changes a password which gives access to your computer every few minutes, so you can be assured that once we are done doing the fixes, we will never be able to access your computer again.

Also for your peace of mind, you will be able to freely uninstall the TeamViewer program from your computer once we're done, so no one will have access to your computer but you.

I hope you'll be able to activate your Little Reader successfully this time, and if not, just let us know and we'll help you out!


Cheers,

Kezia

[aungpoa_mamy1]

Hi .. Kezia

Regarding your advised the TeamViewer can help my LR. to easy to activate. I think this is the last choice that will be made me to easy to activate LR.
I and my husband will be have available time for you tomorrow noon ( 12.00 am in Thailand). If you are free at that time please confirm to us for the further and please let us know what we need to prepare for.

Many thanks

[Kezia]

Hello, Suchart. Thanks for telling me when you're available for a TeamViewer session. Kindly check the email I'll be sending you (via our support email address) for complete details on what we'll be doing for this.

[aungpoa_mamy1]

Thank you for early reply, the schedule on your reply mail is an our appointment time.The problem of little reader is reactivation license key and little math is input license key in my purchase.

Thanks

[aungpoa_mamy1]

Thanks for sending my new license,now my little reader and chinese program are worked without reactivated problem but my computer name of little math's purchase page is disappear now,I remember that it shown while we are on the teamviwer process.

However LM program is work without  reactivate,I don't know the disappearance of my computer name have any effect for me in the future.

[Kezia]

You're welcome! About Little Math -- if you find that your LM got deactivated, you can just re-import your key and it should be fine (right now it shows that it's activated in your software, right?)

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