- How do I get my unlock code?
If you lost your unlock code (or order number, beginning with 'ST' or 'SC'), you can get it again by visiting Tenebril's Order Finder page at,
http://www.tenebril.com/support/orderfinder.php
There you will be able to enter your e-mail address, and your order number will be drawn from our...
(relevancy: 100% | url: http://www.tenebril.com/kb/showitem.php?faq_id=4)
- I get an error message, "Could not find program code."
Your Tenebril product is missing some of the files it needs. Please make sure you don't remove or alter any of the files in its program folder (i.e. C:\Program Files\[Product name]).
To fix the problem, please reinstall the product from (http://www.tenebril.com/downloads/archives.php). You...
(relevancy: 87.08% | url: http://www.tenebril.com/kb/showitem.php?faq_id=228)
- Why does it ask me to unlock the product when I connect to the Internet?
All Tenebril products have a security feature built in that helps prevent piracy (illegal copying). The products allow themselves to be unlocked using a serial number (which is easily shared and thus insecure) if the computer on which they're installed is not connected to the Internet. If,...
(relevancy: 60.42% | url: http://www.tenebril.com/kb/showitem.php?faq_id=47)
- How do I reinstall my product?
If you wish to reinstall a Tenebril product, you will first need a copy of it. If you don't still have your copy, please download one from our website at,
http://www.tenebril.com/downloads/archives.php
Please follow the on-screen instructions for downloading the product you have purchased....
(relevancy: 52.2% | url: http://www.tenebril.com/kb/showitem.php?faq_id=71)
- I changed my e-mail address; how can I unlock my product?
Our order database still has your original purchase information. So to unlock your product, you can use your order number and your original e-mail address (the one with which you originally purchased the product) and you'll be fine; the database will recognize you with that address.
If you...
(relevancy: 52.16% | url: http://www.tenebril.com/kb/showitem.php?faq_id=37)
- When I upgrade my computer, what do I need to re-unlock your software?
When you upgrade your computer, you'll need to reinstall whatever Tenebril products you have. To reinstall, you need three things:
1) The product itself. You can download a fresh copy from our website at
http://www.tenebril.com/downloads/archives.php
Click the "Download trial" link, even...
(relevancy: 50.2% | url: http://www.tenebril.com/kb/showitem.php?faq_id=73)
- Do you ship anything to me when I purchase?
For the regular retail price, we offer our software for download directly from our website. For an additional $10.95 fee, our e-commerce provider will ship you a copy of the software on CD. However, this distribution does not contain a printed manual or other materials.
If you don't use the...
(relevancy: 49.19% | url: http://www.tenebril.com/kb/showitem.php?faq_id=50)
- I get a message "Your Internet Connection could not be used..." while unlocking the software
The issue could be because of your firewall (or a similar program), which may be blocking GhostSurf from connecting to Internet. GhostSurf requires to connect to Internet in order to complete the unlocking process.
You may try disabling your firewall temporarily before unlocking the product....
(relevancy: 38.84% | url: http://www.tenebril.com/kb/showitem.php?faq_id=312)
- I get a message "Your Internet Connection could not be used..." while unlocking the software
The issue could be because of your firewall (or a similar program), which may be blocking GhostSurf from connecting to Internet. GhostSurf requires to connect to Internet in order to complete the unlocking process.
You may try disabling your firewall temporarily before unlocking the product....
(relevancy: 38.84% | url: http://www.tenebril.com/kb/showitem.php?faq_id=396)
- Can I get a reduced-price or free upgrade?
If your upgrade is a minor version change (that is, if only digits after the decimal in the version number change, like 3.1 to 3.2), the upgrade is free. You won't need to purchase another license, or unlock the new software. You can download it directly from our website at,...
(relevancy: 38.4% | url: http://www.tenebril.com/kb/showitem.php?faq_id=89)
- My order number doesn't start with 'ST' or 'SC' and doesn't work
You have purchased our products from our partner Digital River, who uses a different receipt format from our other partners and issues its own order number (which begins with "DR" and/or has no letters). Your 'ST' or 'SC' order number is in your receipt e-mail. Please check for a number that...
(relevancy: 24.83% | url: http://www.tenebril.com/kb/showitem.php?faq_id=162)
- Why does it say I've installed as many times as my purchase allows?
Most Tenebril products have a security system built in that restricts the number of times you can install per purchase. This helps prevent people from illegally copying Tenebril products, and unlocking them using the same order number.
If you have exhausted your installs for a legitimate...
(relevancy: 24.38% | url: http://www.tenebril.com/kb/showitem.php?faq_id=19)
- How do I upgrade to a new version?
In general, you can install a new version of Tenebril's products over the older version that you have. You don't need to uninstall the one you have. And your settings will be automatically imported into the new version. However if upgrading to SpyCatcher 5.0 from any earlier version you will...
(relevancy: 23.29% | url: http://www.tenebril.com/kb/showitem.php?faq_id=67)
- I'm upgrading Windows. I copied the program but it won't start.
Tenebril products require a number of files that aren't all in the program's folder. Some, including the DLL files the product uses, are installed in your Windows directory.
For this reason, copying the product's folder or some of its files (just the EXE file, for example) won't work. To...
(relevancy: 23.15% | url: http://www.tenebril.com/kb/showitem.php?faq_id=132)
- What updates are available? Are they free? Where can I get them?
You can find a list of all Tenebril's products, including their latest version numbers, at ( http://www.tenebril.com/products ). Free trial versions of these products are available from the Downloads page at (http://www.tenebril.com/downloads/archives.php ). If you're already a customer and...
(relevancy: 21.25% | url: http://www.tenebril.com/kb/showitem.php?faq_id=146)
Knowledge Base