All Password Problems for Unlock code problems, Web site, HealthKeeper Anywhere, Product Bonuses Re-downloading etc.
Dear HealthKeeper Performance Diet customer,
The following document contains solutions for all common password problems, registered user web site password problems or changes, unlock code problems, web site and HealthKeeper Anywhere password problems, product bonuses password problems, downloading and re-downloading, direct link web site connection problems and purchasing with credit card problems.
Also keep in mind that a password or downloading problem can be as simple as our web site was off line for a few minutes for a maintenance upload or Internet traffic is backed up all over the Net or though our local ISP for a moment or two and the command cannot be executed. If you are sure you entered the correct password for the correct feature (see list below,) try it again in a few minutes and it should work if high traffic or maintenance was the problem. If you still have a problem, be sure to send us detailed information on exactly what happened and where the problem occurred.
This document contains solutions for the following:
I Cannot Find the Software on my Computer that I just purchased and downloaded
Finding Software Unlock code (Serial Number) for Registered users
Software Unlock Code (Serial Number) does not Work
Web site passwords for Registered Users section
Web site passwords for registered users won’t work
Can’t find free bonus products or passwords for bonus product passwords won’t work
HealthKeeper Anywhere password problems
Free Trials and the registered users section
In case you have to re-download for some reason
Free Trial users passwords for bonus
+++++++++++
I Cannot Find the Software on my Computer that I just purchased and downloaded:
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 for versions 3.0.6 find the Performance Diet Pro file <HK300.EXE>. For versions 4.0 and above find the file called <HK400.exe>. Double-click on the file <HK300.exe>. It will begin installing.
If your order invoice is from RegSoft and you have the Basic 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 Basic file <GI290.EXE>. Double-click on the file <GI290.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. Dor version 3.0.6 go to the directory you chose to download the file into and find the Performance Diet Pro file <HK300.EXE>. For versions 4.0 and above find the file called <HK400.exe>. Double-click on the file <HK300.exe>. It will begin installing. For the basic version, go to the directory you chose to download the file into and find the Performance Diet Basic file <GI290.EXE>. Double-click on the file <GI290.EXE>. It will begin installing.
Finding Software Unlock code for Registered users:
(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.)
Lost
Passwords: If you have lost your passwords, please Click
Here.
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.
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:
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 "HR" or "HK" in the code in caps as well. (HR is the Health-RunR software line. 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.
Web site passwords for Registered Users section:
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:
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 passwords for bonus product passwords won’t work:
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:
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.
There are no passwords for downloading the free 10,00 food data base and there are No Passwords to unlock the Free Trial software versions, but you are given passwords to access the free trial secure downloading area at the time you download your free trial. You can re-download a free trial if it did not download on your first attempt by going to
http://www.health-runr.com/fun/fun.htm and following the instructions on this page. At that time you will be re-given your free trial secure area downloading passwords when you begin the downloading process.
If you have a version above 3.0.6, the free trial unlocking passwords are given to you while you are installing the program. They are listed in the serial number entry screen.
Downloading free trial problems: Be sure to check the downloading power tips at
http://www.health-runr.com/products/downloadtips.htm if you had any troubles downloading the whole file or had downloading interruptions. The names of the files are HK300e.exe for the Pro version and GI290e.exe for the Basic version. If necessary, after you have downloaded use the Windows Find file feature to find these files then double click on the file name and they will begin installing.
Free Trials and the registered users
section: There are features in the free trial of the software that link to registered user only sections of our web site. If you are a free trial user you will not have access to these areas until you become a registered user. You will also not find the passwords to these sections in the readme file of the free trial versions. Keep in mind if you decide to purchase the free trial and get all the additional registered users tools and information you still have a 90-day money back guarantee! Also if you are trying to download the bonus 10,000 food data base no passwords are required. All you have to do is use the downloading instructions that you were sent.
In case you have to re-download for some reason:
Downloading and re-downloading free trials:
You can re-download a free trial if it did not download on your first attempt by going to
http://www.health-runr.com/fun/fun.htm and following the instructions on this page. At that time you will be re-given your free trial secure area downloading passwords when you begin the downloading process.
Be sure to check the downloading power tips at http://www.health-runr.com/products/downloadtips.htm if you had any troubles downloading the whole file or had downloading interruptions. The most common error is a file is truncated or corrupted because of download interruptions.
The names of the files are HK300e.exe for the Pro 3.0.6 version and GI290e.exe for the Basic version. If you are using the newer 4.0.X versions, the file name is HK400.exe . If necessary, after you have downloaded use the Windows Find file feature to find these files then double click on the file name and they will begin installing.
2. Free trial Passwords:
There are no passwords for downloading the free 10,000 food database and there are no passwords to unlock the Free Trial software versions below version 3.0.6 , but you are given passwords to access the secure downloading area at the time you download your free trial. If you have a version above 3.0.6, the free trial unlocking passwords are given to you while you are installing the program. They are listed in the serial number entry screen.
3. Problems linking to various Diet options features from the free trial software version:
There are Diet Option features in the free trial of the software that link to registered user only sections of our web site. The old address for these Internet Diet Options locations was www.health-runr.com/regusers/index.asp but this URL no longer works because we have to move to a more secure ISP. The new secure address for this area of our web site is
http://www.health-runr.com/passchk.htm but if you are a free trial user you will not have access to these areas until you become a registered user. You will also not find the passwords to these sections in the readme file of the free trial versions.
Keep in mind if you decide to purchase the free trial and get all the additional registered users tools and information you still have a 90-day money back guarantee! Free trial users cannot link to these Diet Option sections until they purchase the software. On some computers this inability to link to them will come up as a browser error saying you have the wrong browser version. (If you are a paid registered user send us one of your passwords and we will send the new secure Internet address and passwords for these sections.)
The 10,000 food free data base add on for free trials:
If you are trying to download the bonus 10,000 food database for versions 3.0.6 and below no passwords are required. All you have to do is use the downloading instructions that you were sent. There are no bonus 10,000 food data bases for versions above 3.0.6 because the bonus data base is already in the free trial.
If the above and our downloading power tips does not resolve the downloading problem, please email us 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 new access information. This information is found in your welcome letter that you were emailed at the time you purchased our program.
Part 2: Downloading registered user (paid) versions:
In case you have to re-download for some reason:
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@healthkeeper.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.
Free Trial users passwords for bonus on-line support materials.
For your special Performance Diet start up instructions and tools go to our free trial user online bonus support section by going to http://www.health-runr.com/Pass_Reguser_Sample.htm and enter the USERNAME: <fitness> and the PASSWORD: <now> when asked. When inside read the welcome letter first and it will guide you through the steps for the best way to use our program.
Sincerely,
Lawrence
HealthKeeper Inc. "Technology for Performance and Wellness Lifestyles."
Performance Diet Online Program tour: http://www.performancediet.com/What_is_the_Performance_Diet.html
Professional and User Product Reviews: http://www.health-runr.com/media/reviews.htm
Pricing and to Buy on-line: http://www.health-runr.com/products/products.htm
Make Money Telling your Friends about our Program: http://www.health-runr.com/whyaffiliate.htm
Email and Business Response Hours, Address, Phone, etc.: Hours: M-F, 9-5 Rocky Mountain Time except all holidays. Even though our web site and order processing is functioning 24 hours a day 7 days a week, to support healthy balanced lives within our company we only answer emails requests or phone calls during our normal business hours and, we are closed during the annual company vacation or training during the last week of December. For the fastest 24 hour a day, seven day a week technical support, please check out our on line FAQ before calling
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