If
your order invoice is from RegSoft and you have the Pro
version of the software: If
you are not given an “Open the File” option at the end
of the downloading process, open your Windows Explorer
or whatever file finding utility you use. Go to the directory
you chose to download the file into and find the Performance
Diet Pro file <HK400.EXE>. Double-click on the file
<HK400.exe>. It will begin installing.
If
your order invoice is from Digital River
call toll free to 1-800-656-5426 or 1-888-366-5524 and
tell them you are having trouble finding the software
that you just purchased. They should be able to quickly
help you find it by giving you the current file name and
download locations. Be sure to have the electronic receipt
that you were emailed immediately after your purchase
handy.
They
will need your purchase order number for the purchase
transaction. This email receipt also usually contains
the default directory that your software was downloaded
into when you used the Ebot downloading utility. You can
also try your Windows Explorer or whatever file finding
utility you use. For versions 4.0 and above find the file
called <HK400.exe>. Double-click on the file <HK400.exe>.
It will begin installing.
Finding
Software Unlock code (serial number) for Registered
users:
(Back
to Top)(Back
to FAQ)
(If
you have your unlock code, (serial number) but
it does not seem to be working see the next section.)
This
unlock code and its instructions usually appears in at
least one of three places during your purchase process.
For Digital River orders it appears on the last screen
at time the of credit card purchase. For both Digital
River and RegSoft orders it appears in most electronic
receipts/emails you print or are sent immediately after
your purchase. If you purchased a mailed CD version
only, your unlock code is on the installation instruction
brochure found either under the CD tray in the CD case
or elsewhere in the CD package that was mailed to you.
For
further assistance with Digital River orders in finding
the unlock code for the software you just purchased and
downloaded if the above does not work, go to http://www.digitalriver.com/cs/
and print an invoice or contact customer service representatives
toll free at 1-800-656-5426 or 1-888-366-5524 and get
assistance getting your unlock code again. (Be sure to
have your order number or date of purchase handy.
If you do not have these, Digital River can look up your
order again with your name and home phone number.) For
requesting the unlock code for purchases before October
3, contact HealthKeeper directly at manage@healthkeeper.com
.
Unlock
Code Tip: Write it down and save it in case you have a
computer crash, sale or reformat. There is a $9.95 charge
for re-looking up your unlock code.
Lost
Passwords: If you have lost your passwords, please Click
Here.
When
contacting tech support about unlock code problems, always
include your name as it appeared on the order, your order
number and approximate or exact date of purchase. This
will save time in having to ask you for these before we
can release a new unlock code or look up your old one.
(Free trial users do not have access to these materials.)
If
you are still having a problem after reading these materials,
be sure to also let us know the EXACT area of the software
or web site (URL) where you are still having that problem.
Let us know exactly what you are doing and what happens
after you do it so that we may duplicate this problem
on our tech support computers here. This way we will quickly
know how to advise you to solve the problem.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Software
Unlock Code (serial number) does not Work: (Back
to Top)
The
most common reasons users have problems with an unlock
password (serial number) not working is that they
inadvertently incorrectly entered the password itself
or made small case into caps or added spaces where
there should be none. In our unlock passwords any
0 is not an o as in the word oh, but a zero. When entering
your unlock serial number during installation, be sure
to enter all hyphens (-) present in the code. Do not enter
the symbols ( ) around the code. Please enter the “HK”
in the code in caps as well. (HK is for the HealthKeeper
software line.)
Sometimes
the password will not work because you have not filled
in your name or company name correctly. If your name has
already been filled in when you reach the unlock screen,
this is because our program has read it off your computer
identification registry. In this case if you have had
a problem, we recommend leaving this identification exactly
as it is. Next, if you do not have a company name,
use your first name exactly as it is in the name
section above. The company name fill in box must have
something in it.
If
you have been entering several variations in the unlock
screens sometimes it will finally work if you close the
installation and reopen it and, then re-enter the correct
unlock information using these unlock code entry tips.
When
contacting tech support about unlock code problems, always
include your name as it appeared on the order, your order
number and approximate or exact date of purchase. This
will save time in having to ask you for these before we
can release a new unlock code or look up your old one.
If
you are still having a problem after reading these materials,
be sure to also let us know the EXACT area of the software
or web site (URL) where you are still having that problem.
Let us know exactly what you are doing and what happens
after you do it so that we may duplicate this problem
on our tech support computers here. This way we will quickly
know how to advise you to solve the problem.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Web
site passwords for Registered Users section: (Back
to Top)(Back
to FAQ)
These
passwords and their instructions appear in the purchase
acknowledgement email you receive just after purchase.
If you purchased before October
22, 2001 you will need to get a new passwords from us
as all passwords for registered users before this date
were changed when we relocated our web site to a new ISP.
When contacting tech support about web site password problems,
always include your name as it appeared on the order,
your order number and approximate or exact date of
purchase. This will save time in having to ask you
for these before we can release a new password or look
up your old one. (Free trial users do not have access
to these materials.)
Web
site passwords for registered users won’t work: (Back
to Top)(Back
to FAQ)
The
most common reasons users have problems with a password
is that they inadvertently incorrectly entered the password
itself or made small case into caps or added spaces where
there should be none. Do not enter the (<) or (>).
Check to see you do not have your cap lock on.
As
a last resort there are two steps. 1. Clear your cookies
in your Internet browser because if you entered it incorrectly
at first your browser may have made that into a cookie
that is blocking the correct entry. To clear browser cookies
see the browsers help manual. 2. Clear your cache from
your Internet browser because if you entered it incorrectly
at first your browser may also be saving this incorrect
entry in your cache that is blocking the correct entry.
To clear your cache see the browsers help manual.
Tip:
Windows 98 and above has a password remember feature so
you do not have to re-enter this password each time you
re-enter. If you do not have 98, write it down and save
it where it will be handy.
When
contacting tech support about web site password problems,
always include your name as it appeared on the order,
your order number and approximate or exact date of
purchase. This will save time in having to ask you
for these before we can release a new password or look
up your old one.
If
you are still having a problem after reading these materials,
be sure to also let us know the EXACT area of the software
or web site (URL) where you are still having that problem.
Let us know exactly what you are doing and what happens
after you do it so that we may duplicate this problem
on our tech support computers here. This way we will quickly
know how to advise you to solve the problem.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Can’t
find free bonus products
or the passwords for bonus
product passwords won’t work:
(Back
to Top)(Back
to FAQ)
These
products, passwords and instructions for entering the
passwords appear in the readme file for some registered
user versions of the software in the Bonus Products section
and in some purchase acknowledgement emails sent to you
just after purchase. (Free trial users do
not have access to these materials.)
If
you obtained the product on CD, you will also find the
password and bonus instruction file in the bonus directory
for that bonus. (You will find your software readme file
in the Textfiles subdirectory in whichever directory and
drive you unzipped or installed our program. If necessary,
use the windows Find feature to locate this readme file.)
The
reason for these unlock passwords not working is almost
always a typo or you have added spaces where there should
be none or, you have typed it in the wrong case or, you
have included the <> around the password.
When
contacting tech support about web site bonus product password
problems, always include your name as it appeared on the
order, your order number and approximate or exact date
of purchase. This will save time in having to ask
you for these before we can release a new password or
look up your old one.
Lost
Passwords: If you have lost your passwords, please Click
Here.
If
you are still having a problem after reading these materials,
be sure to also let us know the EXACT area of the software
or web site (URL) where you are still having that problem.
Let us know exactly what you are doing and what happens
after you do it so that we may duplicate this problem
on our tech support computers here. This way we will quickly
know how to advise you to solve the problem.
HealthKeeper
Anywhere passwords: (Back
to Top)(Back
to FAQ)
We
do not send you HealthKeeper Anywhere passwords. You create
them for yourself. On any version of the HealthKeeper
Pro software versions 3.0 or better go to the Tools pull
down in the program then select the Internet Tools option
then select Sign up. Select a user name and password you
would like to use. Be sure to write down this confidential
user name and password and take it with you.
You
will need it to log on to the Internet HealthKeeper Anywhere
feature using whatever device you are using to connect
to the Internet.
If
you lose your user name and password, there is only one
place you will be able to find it. Go to the HealthKeeper
Pro Software versions 3.0 or better and select your personal
profile. Then go to the Tools pull down, then select the
Internet Tools option then select Properties. You are
the only one who has access to these passwords and any
confidential or non-confidential information you might
load into your HealthKeeper Anywhere entry screens. We
cannot restore of find these passwords for you.
Downloading
registered user (paid) versions: (In
case you have to re-download for some reason.) (Back
to Top)
If
your purchase was from RegSoft
and your purchase was after October
22, 2001, to re-download you would need to follow
the downloading instructions and locations listed in the
purchase acknowledgement email you received just after
you purchased the product. If you do not have this email,
contact tech support. Always include your name as it appeared
on the order, your order number and approximate or
exact date of purchase. This will save time in having
to ask you for these before we can release the download
location to you. If you purchased
before October 22, 2001, you will need to get a new re-downloading
location from us as the location was changed when we relocated
our web site to a new ISP. If your purchase
was before October 4, 2000, contact HealthKeeper directly
at manage@heathkeeper.com . We will verify your purchase
and tell you how to get another copy.
For
special downloading power tips and free downloading tools
go to http://www.health-runr.com/products/downloadtips.htm
If
you have purchased a copy of the program from Digital
River after October 3, 2000
and you just need another copy, you can go to the place
you originally downloaded the software and re-download
another copy FREE! This free re-downloading option is
good for 1 year from date of purchase. If your purchase
receipt was from Digital River, our main processors of
our credit card transactions, please go to http://www.digitalriver.com/dr/v2/ec_MAIN.Entry11?SP=10107&PN=1&xid=9278
and begin your re-download. If you have any problems please
contact them at 1-800-656-5426 or webmaster@digitalriver.com .
Have your date of purchase and purchase order or receipt
number handy, as they will ask you for it. They MAY be
able to verify with just your name and night phone number
if you cannot find this information. Tell them what has
happened and they will verify your purchase and tell you
where to download another copy.
For
special downloading power tips and free downloading tools
go to http://www.health-runr.com/products/downloadtips.htm
If
the above and our downloading power tips does not resolve
the registered version downloading problem, please
email us and confirm what version of the software you
are trying to download (free trial or paid registered
version,) what URL (Internet address) you are at when
you are having this downloading problem, exactly where
the downloading process is breaking down and exactly what
(if any,) error messages are coming up. If it is a registered
paid version, be sure to include some registered user
passwords or order ID numbers so we can verify you are
a registered user before sending you your new downloading
access information. This information is found in your
welcome letter that you were emailed at the time you purchased
our program.
I
lost the password that I created for my personal profile:
(Back
to Top)(Back
to FAQ)
We have a feature to
create your own password to protect your personal information.
It appears that you may have created a password to protect
your personal profile. At the time you created this
feature you were advised to write your password down and
store it somewhere safe if you need to reference it later. This
password protects your personal health information from
being viewed by others. Once you have selected a
personal profile password, every time the program opens
by default it selects your personal profile and
it will prompt you to enter your password. You must
type in your password to be able to use your personal
profile in the program at that time.
If you lose, forget
or do not have the password that you created to access
your own personal profile you will not be able to access
your personal information. If you want us to attempt to
recreate this password that you created there will be
a $15 charge from technical support for attempting to
recover it for you. Or you can simple create a new
profile in the create new profile mode and keep using
the program, but you will lose all your personal data.
If you want us to attempt to rebuild your personal password,
send $15.00 to HealthKeeper - P O Box 1304, Ignacio, CO 81137 and also zip your personal data base found in
the HealthKeeper Data sub-directory in a file called profiles.mdb
. Email it to support@healthjkeeper.com
and let us know you sent the check and we will rebuild
your password. Please note that very rarely we are
not able to reconstruct your password because of some
type of corruption in your personal data base. If this
happens, we will not refund the $15.00 because we still
had to put the time in to try to reconstruct it.
CD will
not Read in CD drive: (Back
to Top)(Back
to FAQ)
On
some CD readers (about 1 in 1000) we have this CD reading
problem. Try this first and if it does not work, we will
send you another CD at no charge of course.
Create
a directory on your hard drive named whatever you like
(Health is easy to remember), go to your CD and Select
ALL for the directories and files and then save them to
the new directory you just created. Then click on your
executable file (HK400.exe) in that directory and the
software should install without a hitch.
If
this does not work, try the CD on another computer. Be
sure your CD auto run feature is turned on or the CD will
not run when you place the CD in the CD tray.
How
to De-install version 4.0.X: (Back
to Top)(Back
to FAQ)
De-install your Performance Diet by
finding the Windows Control Panel. Select Add and Remove
Programs, then select the HealthKeeper and click OK. If
any dialog boxes appear asking if you want to de-install
any file or shared file, ALWAYS answer no unless you are
sure it will not create a problem.
Next, open your Windows Explorer and
double-check that NO older version HealthKeeper directories,
subdirectories or HealthKeeper personal data files remain
on the computer.
How
to upgrade to the newest version of the Performance Diet
Pro: (Back
to Top)(Back
to FAQ)
As
of 9/11/02 the
current version of the Performance Diet Pro is 4.0.3.
The basic version is no longer being sold or upgraded
except to the Pro version.
Individuals who purchased 3.0.6 during the 120 days before
September 11, 2002 will get a free upgrade to 4.0.) We
also advise to regularly check
to see if there is a free periodic mini-upgrade for your
version in the registered users section of our web site
at http://www.health-runr.com/regusers/regusers.htm
.
If there is no new patch or upgrade beside the one listed
above that you are entitled to get free, you will need
to upgrade to the current version of the Performance Diet
Pro.
The
newer Performance Diet Pro product line was re-designed
to maximize easy-of-use and fast starts for beginners
all the way up to expert computer users. The Pro product
line has a much more interactive and graphic Help system
to assist the new user or user with little or no prior
knowledge of key weight loss, nutrition, and health principles.
Its super easy to use Help file is so complete; it is
an interactive diet, nutrition and health e-book in its
own rite. . (The Pro upgrade is $24.95 The Performance
Diet Pro version is also a great deal for previous registered
users wanting to upgrade or older version users seeking
another copy of their unlock code for their older versions.)
The
Pro version has more "quick record" features
and has considerably more diet and general health related
features than the now retired Performance Diet Basic version.
The Performance Diet Pro also has exclusive Internet connectivity
features so you can keep your health program current and
in-sync no matter what computer you are using or where
you are in the world.
The
new Performance Diet Pro is designed for individuals,
families and health and fitness professionals seeking
the very cutting edge in weight loss, nutrition, fitness
and health tracking, management and support tools. It
is far faster and easier to use than our discontinued
Performance Diet Basic software and has many more features.
If
your livelihood or life depends on the quality of your
performance, health or appearance, and, if you
are looking for the easiest software to learn or use with
the most features, there is no question to it. You would
be far better off with the Performance Diet Pro upgrade.
To
immediately purchase the Performance Diet Pro click
here.
For
more detailed information, screen shots etc. on the Performance
Diet Pro click here.
Warning:
Special Compatibility Notice Regarding The Performance
Diet Pro
1. For upgrading versions
below 3.0:
Because the Performance Diet Pro version is a completely
new product line, earlier versions of the Health-RunR or
Performance Diet Basic are not upgradeable to the
Performance Diet Pro version, nor will any personal data
files from earlier Health-RunR versions or Performance
Diet Basic versions be usable in this product line.
2. For upgrading versions 3.0 and above: The
Performance Diet Pro (version 3.0. and above) is NOT an
upgrade for earlier Health-RunR or Performance Diet Basic
2.0.X versions! Its screens do not look anything or
function like the screens in our Performance Diet Basic
software line. Individuals who have used our Performance
Diet Basic software who want to switch will have to
relearn how to navigate through a completely different
program with many new features.
To save your personal data when installing the upgrade (if
your older version is 3.0 or above,) be sure to say yes to
the pop up box that appears during installation asking you
if you would like to save your personal data files from an
earlier version.
To be extra safe before installation do the following
to save personal data files.
1. On the computer where you have the most current version
of the personal information that you wish to save or
transfer to another computer locate your personal profiles
files. Locate the HealthKeeper files called (Profiles.mdb
and recipes.mdb, MedTrack***.mdb and Journal*)
where *** is your user identification number. Find your ID
number by opening Profiles.mdb, double-clicking on the
Users table and getting the User ID from the field next to
your name. Use the Windows Find feature if necessary.)
Note the directory and/or sub-directory where these files
are installed.
2. Move these files to another directory and save them in
case you need to go back to them at some future date.
3. If you need to use these 3.0 or above only personal
data files in the 4.0 version if you did not answer yes to
the auto save installation pop up box, copy the files of
the same names to the exact same directory and/or
sub-directory on the other computer you wish to transfer
your personal data. This may overwrite some or all of
these files on the new computer.
How
to place your order for your upgrade: (Back
to Top)(Back
to FAQ)
If
you decide to upgrade, you will need to go to any of our
web sites Buy Now links click it and then select the Performance
Diet Pro Upgrade option for $24.95. All shipping charges
are included in that price. The $24.95 includes shipping.
How
to buy a CD back up copy of your 4.0.X software version:
(Back
to Top)(Back
to FAQ)
THE BACKUP CD IS NO LONGER AVAILABLE.
Re-download
another free copy of your software because
your hard drive has crashed, need to reformat or, have
a new computer: (Back
to Top)(Back
to FAQ)
If
you have purchased a copy of the program within the last
year and purchased the download insurance,
you can go to the place you originally downloaded the
software and re-download another copy FREE! If your purchase
receipt was from Digital River, our main processors of
our credit card transactions, please go to http://www.digitalriver.com/dr/v2/ec_MAIN.Entry11?SP=10107&PN=1&xid=9278
and begin your re-download. If you have any problems please
contact them at 1-800-656-5426 or webmaster@digitalriver.com
.
Have your date of purchase and purchase order or receipt
number handy, as they will ask you for it. They also will
be able to verify with just your name and night phone
number if you cannot find this information. Tell them
what has happened and they will verify your purchase and
tell you where to download another copy.
If
your purchase was from Regsoft and it is within one year
of purchase, you will need to contact us at support@healthKeeper.com
with your purchase information and date of original purchase
and we will send you a re-downloading location and new
passwords as we have changed them recently.
If
it is later than one year, use the following
instructions. After 1/22/01, the price for
registered users to upgrade to the new HealthKeeper Performance
Diet Pro upgrade software will be $24.95.
In
case you have to re-download a free trial or
registered version for some reason:
(Back
to Top)
a.)
If you did purchase download insurance, contact
Regsoft.com support or DigitalRiver.com support for
instructions on how to redownload.
If
the above and our downloading power tips does not
resolve the downloading problem, please
email us and confirm what version of the software you
are trying to download (free trial or paid registered
version,) what URL (Internet address) you are at when
you are having this downloading problem, exactly where
the downloading process is breaking down and exactly
what (if any,) error messages are coming up. If it is a
registered paid version, be sure to include some
registered user passwords or order ID numbers so we can
verify you are a registered user before sending you your
new downloading access information. This information is
found in your welcome letter that you were emailed at
the time you purchased our program.
The
following is the Performance Diet 4.0.X FAQ. If you
do not find the answer to your question or problem here
email us at support@healthkeeper.com
. Last Updated 9/17/02.
This
FAQ is divided into the following sections and sub
sections:
Section
1: Password and Downloading solutions for the 4.0.X
Registered User versions only:
Section
2: Password and Downloading solutions for the 4.0.X Free
Trial versions only:
Section
3: Error Messages and Error Fixes for both Free Trial
and Registered versions:
Section
4: How to purchase, Refund Issues, How to Register and
Affiliate reseller program:
I
Cannot Find the Software on my Computer that I just
purchased and downloaded:
(Back
to Top)
If
your order invoice is from RegSoft and you have the Pro
version of the software: If you are not given an
“Open the File” option at the end of the downloading
process, open your Windows Explorer or whatever file
finding utility you use. Go to the directory you chose
to download the file into and find the Performance Diet
Pro file <HK400.EXE>. Double-click on the file
<HK400.exe>. It will begin installing.
If
your order invoice is from Digital River call toll
free to 1-800-656-5426 or 1-888-366-5524 and tell them
you are having trouble finding the software that you
just purchased. They should be able to quickly help you
find it by giving you the current file name and download
locations. Be sure to have the electronic receipt that
you were emailed immediately after your purchase handy.
They
will need your purchase order number for the purchase
transaction. This email receipt also usually contains
the default directory that your software was downloaded
into when you used the Ebot downloading utility. You can
also try your Windows Explorer or whatever file finding
utility you use. For versions 4.0 and above find the
file called <HK400.exe>. Double-click on the file
<HK400.exe>. It will begin installing.
Finding
Software Unlock code (serial number) for Registered
users: (Back
to Top)
(If
you have your unlock code, (serial number) but it
does not seem to be working see the next section.)
This
unlock code and its instructions usually appears in at
least one of three places during your purchase process.
For Digital River orders it appears on the last screen
at time the of credit card purchase. For both Digital
River and RegSoft orders it appears in most electronic
receipts/emails you print or are sent immediately after
your purchase. If you purchased a mailed CD version
only, your unlock code is on the installation
instruction brochure found either under the CD tray in
the CD case or elsewhere in the CD package that was
mailed to you.
For
further assistance with Digital River orders in finding
the unlock code for the software you just purchased and
downloaded if the above does not work, go to http://www.digitalriver.com/cs/
and print an invoice or contact customer service
representatives toll free at 1-800-656-5426 or
1-888-366-5524 and get assistance getting your unlock
code again. (Be sure to have your order number or
date of purchase handy. If you do not have these,
Digital River can look up your order again with your
name and home phone number.) For requesting the unlock
code for purchases before October 3, contact
HealthKeeper directly at manage@healthkeeper.com
.
Unlock
Code Tip: Write it down and save it in case you have a
computer crash, sale or reformat. There is a $9.95 charge
for re-looking up your unlock code.
Lost
Passwords: If you have lost your passwords, please Click
Here.
When
contacting tech support about unlock code problems,
always include your name as it appeared on the order,
your order number and approximate or exact date of
purchase. This will save time in having to ask you
for these before we can release a new unlock code or
look up your old one. (Free trial users do not have
access to these materials.)
If
you are still having a problem after reading these
materials, be sure to also let us know the EXACT area of
the software or web site (URL) where you are still
having that problem. Let us know exactly what you are
doing and what happens after you do it so that we may
duplicate this problem on our tech support computers
here. This way we will quickly know how to advise you to
solve the problem.
Software
Unlock Code (serial number) does not Work: (Back
to Top)
The
most common reasons users have problems with an unlock
password (serial number) not working is that they
inadvertently incorrectly entered the password itself or
made small case into caps or added spaces where there
should be none. In our unlock passwords any 0 is not
an o as in the word oh, but a zero. When entering your
unlock serial number during installation, be sure to
enter all hyphens (-) present in the code. Do not enter
the symbols ( ) around the code. Please enter the
“HK” in the code in caps as well. (HK is for the
HealthKeeper software line.)
Sometimes
the password will not work because you have not filled
in your name or company name correctly. If your name has
already been filled in when you reach the unlock screen,
this is because our program has read it off your
computer identification registry. In this case if you
have had a problem, we recommend leaving this
identification exactly as it is. Next, if you do
not have a company name, use your first name exactly
as it is in the name section above. The company name
fill in box must have something in it.
If
you have been entering several variations in the unlock
screens sometimes it will finally work if you close the
installation and reopen it and, then re-enter the
correct unlock information using these unlock code entry
tips.
When
contacting tech support about unlock code problems,
always include your name as it appeared on the order,
your order number and approximate or exact date of
purchase. This will save time in having to ask you
for these before we can release a new unlock code or
look up your old one.
If
you are still having a problem after reading these
materials, be sure to also let us know the EXACT area of
the software or web site (URL) where you are still
having that problem. Let us know exactly what you are
doing and what happens after you do it so that we may
duplicate this problem on our tech support computers
here. This way we will quickly know how to advise you to
solve the problem.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Web
site passwords for Registered Users section: (Back
to Top)
These
passwords and their instructions appear in the purchase
acknowledgement email you receive just after purchase. If
you purchased before October 22, 2001 you will need to
get a new passwords from us as all passwords for
registered users before this date were changed when we
relocated our web site to a new ISP. When
contacting tech support about web site password
problems, always include your name as it appeared on the
order, your order number and approximate or exact
date of purchase. This will save time in having to
ask you for these before we can release a new password
or look up your old one. (Free trial users do not
have access to these materials.)
Lost
Passwords: If you have lost your passwords, please Click
Here.
Web
site passwords for registered users won’t work: (Back
to Top)
The
most common reasons users have problems with a password
is that they inadvertently incorrectly entered the
password itself or made small case into caps or added
spaces where there should be none. Do not enter the
(<) or (>). Check to see you do not have your cap
lock on.
As
a last resort there are two steps. 1. Clear your cookies
in your Internet browser because if you entered it
incorrectly at first your browser may have made that
into a cookie that is blocking the correct entry. To
clear browser cookies see the browsers help manual. 2.
Clear your cache from your Internet browser because if
you entered it incorrectly at first your browser may
also be saving this incorrect entry in your cache that
is blocking the correct entry. To clear your cache see
the browsers help manual.
Tip:
Windows 98 and above has a password remember feature so
you do not have to re-enter this password each time you
re-enter. If you do not have 98, write it down and save
it where it will be handy.
When
contacting tech support about web site password
problems, always include your name as it appeared on the
order, your order number and approximate or exact
date of purchase. This will save time in having to
ask you for these before we can release a new password
or look up your old one.
If
you are still having a problem after reading these
materials, be sure to also let us know the EXACT area of
the software or web site (URL) where you are still
having that problem. Let us know exactly what you are
doing and what happens after you do it so that we may
duplicate this problem on our tech support computers
here. This way we will quickly know how to advise you to
solve the problem.
Lost
Passwords: If you have lost your passwords, please Click
Here.
Can’t
find free bonus products or
the passwords for bonus product passwords won’t work:
(Back
to Top)
These
products, passwords and instructions for entering the
passwords appear in the readme file for some registered
user versions of the software in the Bonus Products
section and in some purchase acknowledgement emails sent
to you just after purchase. (Free trial
users do not have access to these materials.)
If
you obtained the product on CD, you will also find the
password and bonus instruction file in the bonus
directory for that bonus. (You will find your software
readme file in the Textfiles subdirectory in whichever
directory and drive you unzipped or installed our
program. If necessary, use the windows Find feature to
locate this readme file.)
The
reason for these unlock passwords not working is almost
always a typo or you have added spaces where there
should be none or, you have typed it in the wrong case
or, you have included the <> around the password.
When
contacting tech support about web site bonus product
password problems, always include your name as it
appeared on the order, your order number and
approximate or exact date of purchase. This will
save time in having to ask you for these before we can
release a new password or look up your old one.
If
you are still having a problem after reading these
materials, be sure to also let us know the EXACT area of
the software or web site (URL) where you are still
having that problem. Let us know exactly what you are
doing and what happens after you do it so that we may
duplicate this problem on our tech support computers
here. This way we will quickly know how to advise you to
solve the problem.
HealthKeeper
Anywhere passwords: (Back
to Top)
We
do not send you HealthKeeper Anywhere passwords. You
create them for yourself. On any version of the
HealthKeeper Pro software versions 3.0 or better go to
the Tools pull down in the program then select the
Internet Tools option then select Sign up. Select a user
name and password you would like to use. Be sure to
write down this confidential user name and password and
take it with you.
You
will need it to log on to the Internet HealthKeeper
Anywhere feature using whatever device you are using to
connect to the Internet.
If
you lose your user name and password, there is only one
place you will be able to find it. Go to the
HealthKeeper Pro Software versions 3.0 or better and
select your personal profile. Then go to the Tools pull
down, then select the Internet Tools option then select
Properties. You are the only one who has access to these
passwords and any confidential or non-confidential
information you might load into your HealthKeeper
Anywhere entry screens. We cannot restore of find these
passwords for you.
Downloading
registered user (paid) versions: (In
case you have to re-download for some reason.) (Back
to Top)
If
your purchase was from RegSoft and
your purchase was after October 22, 2001, to
re-download you would need to follow the downloading
instructions and locations listed in the purchase
acknowledgement email you received just after you
purchased the product. If you do not have this email,
contact tech support. Always include your name as it
appeared on the order, your order number and
approximate or exact date of purchase. This will
save time in having to ask you for these before we can
release the download location to you. If
you purchased before October 22, 2001, you will need to
get a new re-downloading location from us as the
location was changed when we relocated our web site to a
new ISP. If your purchase was before October
4, 2000, contact HealthKeeper directly at
manage@heathkeeper.com . We will verify your purchase
and tell you how to get another copy.
For
special downloading power tips and free downloading
tools go to http://www.health-runr.com/products/downloadtips.htm
If
you have purchased a copy of the program from Digital
River after October 3, 2000 and you just need
another copy, you can go to the place you originally
downloaded the software and re-download another copy
FREE! This free re-downloading option is good for 1 year
from date of purchase. If your purchase receipt was from
Digital River, our main processors of our credit card
transactions, please go to http://www.digitalriver.com/dr/v2/ec_MAIN.Entry11?SP=10107&PN=1&xid=9278
and begin your re-download. If you have any problems
please contact them at 1-800-656-5426 or webmaster@digitalriver.com.
Have your date of purchase and purchase order or receipt
number handy, as they will ask you for it. They MAY be
able to verify with just your name and night phone
number if you cannot find this information. Tell them
what has happened and they will verify your purchase and
tell you where to download another copy.
For
special downloading power tips and free downloading
tools go to http://www.health-runr.com/products/downloadtips.htm
If
the above and our downloading power tips does not
resolve the registered version downloading problem, please
email us and confirm what version of the software you
are trying to download (free trial or paid registered
version,) what URL (Internet address) you are at when
you are having this downloading problem, exactly where
the downloading process is breaking down and exactly
what (if any,) error messages are coming up. If it is a
registered paid version, be sure to include some
registered user passwords or order ID numbers so we can
verify you are a registered user before sending you your
new downloading access information. This information is
found in your welcome letter that you were emailed at
the time you purchased our program.
I
lost the password that I created for my personal profile:
(Back
to Top)
We
have a feature to create your own password to protect
your personal information. It appears that you may have
created a password to protect your personal profile. At
the time you created this feature you were advised to
write your password down and store it somewhere safe if
you need to reference it later. This password
protects your personal health information from being
viewed by others. Once you have selected a personal
profile password, every time the program opens by
default it selects your personal profile and
it will prompt you to enter your password. You
must type in your password to be able to use your
personal profile in the program at that time.
If
you lose, forget or do not have the password that
you created to access your own personal profile you will
not be able to access your personal information. If you
want us to attempt to recreate this password that you
created there will be a $15 charge from technical
support for attempting to recover it for you. Or
you can simple create a new profile in the create new
profile mode and keep using the program, but you will
lose all your personal data. If you want us to attempt
to rebuild your personal password, send $15.00 to
HealthKeeper - P O Box 1304, Ignacio, CO 81137 and also
zip your personal data base found in the HealthKeeper
Data sub-directory in a file called profiles.mdb . Email
it to support@healthjkeeper.com
and let us know you sent the check and we will rebuild
your password. Please note that very rarely we are
not able to reconstruct your password because of some
type of corruption in your personal data base. If this
happens, we will not refund the $15.00 because we still
had to put the time in to try to reconstruct it.
CD
will not Read in CD drive: (Back
to Top)
On some
CD readers (about 1 in 1000) we have this CD reading
problem. Try this first and if it does not work, we will
send you another CD at no charge of course.
Create a
directory on your hard drive named whatever you like
(Health is easy to remember), go to your CD and Select
ALL for the directories and files and then save them to
the new directory you just created. Then click on your
executable file (HK400.exe) in that directory and the
software should install without a hitch.
If this
does not work, try the CD on another computer. Be sure
your CD auto run feature is turned on or the CD will not
run when you place the CD in the CD tray.
How
to De-install version 4.0.X: (Back
to Top)
De-install
your Performance Diet by finding the Windows Control
Panel. Select Add and Remove Programs, then select the
HealthKeeper and click OK. If any dialog boxes appear
asking if you want to de-install any file or shared
file, ALWAYS answer no unless you are sure it will not
create a problem.
Next,
open your Windows Explorer and double-check that NO
older version HealthKeeper directories, subdirectories
or HealthKeeper personal data files remain on the
computer.
How
to upgrade to the newest version of the Performance Diet
Pro: (Back
to Top)
As of
9/11/02 the current version of the Performance Diet Pro
is 4.0.3. The basic version is no longer being sold or
upgraded except to the Pro version. Individuals who
purchased 3.0.6 during the 120 days before September 11,
2002 will get a free upgrade to 4.0.) We also advise to
regularly check to see if there is a free periodic
mini-upgrade for your version in the registered users
section of our web site at http://www.health-runr.com/regusers/reg
