Help for Common Problems

It's OK to contact us.

 
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We understand that there will be times when you will need assistance. Take a look at our troubleshooting guidance below and the other Support topics, but if you don't find what you need please CONTACT US so that we can help get you up and running with our software.


 

“Activation Failed” message

“The maximum allowed activations for this serial number has already occurred. Either deactivate the serial number from anther device that is using it, or purchase a new serial number.”

 
 

If you are seeing this message

It means that the quantity of software license activations your serial number is set for has been reached.

 
 

To correct this problem

Deactivate the software on a computer where
it is no longer needed

 
 

Log in as the user and open Word

 
 

Click on the Great Circle Learning software tab to bring up the software ribbon

 
 

Click on the Act'n DeAct button and select "Deactivate this software"

 
 

Confirm your desire to deactivate and receive confirmation of success

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Or, purchase another license seat.

  • If you have a subscription it is easy to increase your license quantity by using our After Purchase Services.
  • Contact us if you require assistance with this.
 
 

If you believe that you have not exceeded your Activation quantity and are receiving this message in error, please contact us for assistance. 


 

No Internet Connection
when Activating

If you receive a message that you are not connected to the internet even though you do have an internet connection, this means that you are blocked from accessing the secure URLs we use to validate your activation. You will be given an option to activate manually, which means you will probably need to leave the building you are in or use a personal device that is not subject to your corporate IT policies. 

 

 
 

YOUR OPTIONS ARE

  1. Carefully follow the instructions provided for manual activation.
     
  2. Ask IT to white list our necessary URLs, which are listed in our System Requirements, so that you can use our easy and secure online activation service.
     
  3. Contact us and we will step through the manual activation with you.

 

Software Tab & Ribbon Disappeared

If you have our software installed and do not see the software tab along the top of your screen in Word or PowerPoint, and you cannot access the software ribbon, the software is till on your computer but any of the following things could be going on:

  1. The add-in has been disabled
  2. Your anti-virus software is blocking the add-in from running
  3. There was a problem with the install
 

 

Message about disabling LeaderGuide Pro as you open Word

There are times when you, as a user, may see a message from Office as you open Word asking if you would like to disable LeaderGuide Pro because it caused a problem. 

The answer to that question is always “No”.


 

Trouble while using One Drive

If you are saving your files to One Drive and are having trouble:

  • Using the LeaderGuide Pro Extract function
  • Executing software functions

Use your OneDrive app settings to change where your files are saved by default.


 

Software Deactivated Message

If you have a 12-month 12-payment subscription that is current and up to date with payments but you are seeing a message that your software is deactivated:

  • This is most likely because you have not opened Word within the past 7 days on the computer where the Great Circle Learning software is installed.
  • Please follow the process to re-activate.
 
 
 

To avoid this problem in the future:

  • Open Word once a week on the computer where you have LeaderGuide Pro activated.
  • Or switch to a 12-month 1-payment subscription.

 

Trouble installing on a Mac

If our software for Office 2011 is not installing and your Mac meets our System Requirements, then there is a permission problem on the Add-in folder in your Applications folder. 

The add-in loads to this location:
Macintosh HD/Applications/Microsoft Office 2011/Office/Add-ins

If you go to the lowest level folder (Add-ins) and use Finder to check the permissions by right clicking on each folder, your user id should be listed or alternatively “Admin”. If neither your user id or “Admin” is listed you need to add it and that should fix the problem.


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Word shuts down as you start a new LeaderGuide Pro document

If you are suddenly seeing a message that Word has stopped working any time you try to create a new LeaderGuide Pro document, it could be related to a Microsoft Office update that was pushed on October 22, 2017.

 

 

Not finding the help you need?