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Customer support

FAQ

This page contains answers to common questions of our customers and solutions to some problems that may occur while working with our software products. Please, read this carefully before reporting your problems directly to our technical support service.

General questions:
I've lost my product key. How to retrieve it?  
Could my credit card information be intercepted by a third party during registration process?  
Please tell me more about benefits I'll receive after translating your product into my native language?  

InTouch Lock questions:
How can I prevent any program from launching using InTouch Lock?  
How to lock my computer with a password when it starts?  
How to deny access to the InTouch Lock configuration?  
I don't want to disable the Task Manager on Windows XP. However, I worry that anyone can stop your program using Task Manager and my system will become unprotected. Any ideas?  
Import/Export feature: is it useful for me?  
I forgot my password. InTouch Lock doesn't allow me to do anything without typing the correct password. Please help me as fast as possible.  
How to disable InTouch Lock loading with Windows?
Can you help me with advice about InTouch Lock tuning?
I want to suggest a new function in the program.

Lovely Folders questions:
I have installed the newest version of Lovely Folders and now it reports me that my key is out of date!  
What is "system icon cache" and what will happen if I choose "Rebuild system icon cache" from the "Options" menu?  
After changing folder icon it displays incorrect and/or Windows displays incorrect desktop icons.  
I had created a template, but the next time when I run Lovely Folders my template is gone!  
Earlier I used "Change Folder Icons" to customize my folders. Now I try your product. Is Lovely Folders 4.0 compatible with folders customized with CFI?  
Can Lovely Folders slow down my system performance?  

If you could not find an answer to your question in this FAQ, feel free to contact us.

 

General questions

Q: I've lost my product key. How to retrieve it?
A: Just login to our Customers Area with your Order ID. If you forgot or lost your Order ID, please send us an e-mail to together with the details of your previous purchase. You will receive your key at no charge as soon as we have validated your old registration data in our database.

Q: Could my credit card information be intercepted by a third party during registration process?
A: It is impossible for a third party to intercept your credit card information. We use the industry standard Secure Sockets Layer (SSL) protocol for secure online commerce transactions. This means that when sending your credit card information via the Internet, your Web browser will encrypt it first, and then send it to the processing server in the encrypted form, so that your credit card information cannot be read as it travels over the Internet.

Q: Please tell me more about benefits I'll receive after translating your product into my native language?
A: You may choose: one FREE personal registration key or 20% discount for purchasing multiple licenses of a single product. Please specify this in the letter with your translation.


InTouch Lock questions

Q: How can I prevent any program from launching using InTouch Lock?
A: If you want to forbid any program from launching, there are 3 ways to do that:
1) simple add the program's executable file into the "Files / No access" list and press the APPLY button;
2) run the program you want to lock, then jump to the "Applications / Windows" page and from the drop-down list select your program. Press "Add" and confirm your choice by clicking APPLY to activate changes;
3) run the program you want to lock, then jump to the "Applications / Processes" page and from the drop-down list select your program's name. Confirm your choice by clicking APPLY to activate changes. NOTE: This method is NOT recommended.

Q: How to lock my computer with a password when it starts?
A: First of all, make sure that your password is not blank (check it in Tools | Settings). Then do the following:
1) launch the "Add task Wizard" (Automation | New task)
2) click Next 3 times - do not change anything
3) at the last page you may specify a message that the user will see before your system will be locked
4) click Next, then Finish
Done.

Q: How to deny access to the InTouch Lock configuration?
A: To deny access to InTouch Lock you need to assign a password. You can set up your password in the Tools | Settings dialog. This password you should also use to unlock your system when it is locked by ScreenLock utility (this utility is part of InTouch Lock).

Q: I don't want to disable the Task Manager on Windows XP. However, I worry that anyone can stop your program using Task Manager and my system will become unprotected. Any ideas?
A: There is no reason to be worried about. There is no way to stop InTouch Lock without typing the correct password even from the Task Manager. Just try to kill program's process and the error box says "Access is denied" will pop up.

Q: Import/Export feature: is it useful for me?
A: InTouch Lock has a very useful feature, which enables you to make backups of user restrictions in files, clone restrictions between PCs and easily apply the same restrictions to any PC users on any PC where you run InTouch Lock. Plus the "Import/Export" feature is useful if you want to switch between different security configurations on a single machine. Also using this feature you can easily configure InTouch Lock on all machines where the program is installed.

Q: I forgot my password. InTouch Lock doesn't allow me to do anything without typing the correct password. Please help me as fast as possible.
A: We can retrieve your forgotten password. You should do the following:
1) go to the directory where InTouch Lock is installed (usually, C:\Program Files\InTouchLock)
2) launch "pswrecvr.exe" and follow instructions
IMPORTANT NOTE: Due to security purposes, the password recovery service is only available for registered users.

Q: How to disable InTouch Lock loading with Windows?
A: You can disable InTouch Lock by deactivating its protection, but you are not allowed to disable the program from starting with the operating system due to security purposes.

Q: Can you help me with advice about InTouch Lock tuning?
A: Yes, we can. We'll try to help you as soon as possible. But first please examine the InTouch Lock documentation. You can found there a lot of useful information.

Q: I want to suggest a new function in the program.
A: Please send your suggestions to . It is possible that the feature suggested by you will be added in future versions of the program.


Lovely Folders questions

Q: I have installed the newest version of Lovely Folders and now it reports me that my key is out of date!
A: Lovely Folders 4 doesn't accept your old purchased key. Since version 3, which come out in May 2005, there were made the major changes and critical fixes. You must order a new product key if you wish to upgrade your old version of Lovely Folders to the newest one. Current pricing for Lovely Folders upgrade is available on the Order area of Lovelysoft website. If you do not want to pay for the upgrade, you may prefer to use your old version.

Q: What is "system icon cache" and what will happen if I choose "Rebuild system icon cache" from the "Options" menu?
A: System icon cache is a portion of RAM memory, where Windows stores the most recent icons to access them faster. This cache is also saved onto the hard disk. Sometimes content of the system icon cache gets corrupted and you see incorrect icons. Lovely Folders can repair incorrect icon images. Simple select "Rebuild system icon cache" from the "Options" menu and Windows should update the display with correct icon images. [ View picture ]

Q: After changing folder icon it displays incorrect and/or Windows displays incorrect desktop icons.
A: It is a typical problem. To resolve this one go to "Options" and select "Rebuild system icon cache". For more information see the previous question. Windows XP Service Pack 2 and later has probably never encountered such problem.

Q: I had created a template, but the next time when I run Lovely Folders my template is gone!
A: Probably you have checked the "Delete the template when exit the program" checkbox in the "Create a template" window. Create a template again and make sure that this checkbox is unchecked.

Q: Earlier I used "Change Folder Icons" to customize my folders. Now I try your product. Is Lovely Folders 4.0 compatible with folders customized with CFI?
A: Yes, of course! Lovely Folders is designed as well-behaved application that works according to the standards, rules and procedures of the Windows platforms. Lovely Folders 4.0 is fully compatible with folders customized by Windows Shell or by third-party software if other software also conforms to the same standards.

Q: Can Lovely Folders slow down my system performance?
A: Lovely Folders just activates a feature ALREADY contained in the Windows Shell. Lovely Folders can't affect to your system performance.

 

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