Frequently Asked Qustions
When I have ordered and the download crashes, how can I be sure I get the book I paid for?
I have ordered and paid, but I haven’t received the license key. What went wrong?
When I have ordered and the download crashes, how can I be sure I get the book I paid for?
I have ordered and paid, but I haven’t received the license key. What went wrong?
After you finish your PayPal purchase of the e-book you should receive an automatically generated e-mail sent to the e-mail address entered in your PayPal transaction. This e-mail is named “LockLizard Safeguard Secure PDF Viewer Registration” and your license file is attached to it. Please check your Spam Mail folder as occasionally the e-mail ends up in there. If relevant, please add us to your Safe Senders list to avoid similar problems in the future.
In the event an incorrect e-mail address has been entered, please send an email to
I have installed the Safeguard Viewer but still cannot open the e-book.
1 - The Safeguard Viewer needs to be properly installed and the license must be activated (see the e-mail with the license details). If you haven’t registered yet, please do so and try again.
2 - The e-book is bound to hardware, and cannot be shared with other PCs. Please check whether the PC from which you attempted to open the e-book is the one from which you activated (registered) your license.
3 - The proper functioning of the viewer requires an active internet connection because our server checks authorisation details. Please make sure you are connected to the Internet.
I have registered but still cannot view the e-book
Possibly you have anti-spyware software running that is preventing the process HKLD.exe from running. Spysweeper from Webroot for example creates a false positive preventing HKLD.exe from running. Disable your anti-spyware software, reboot your computer and then re-install Lizard Safeguard.
Other spyware programs or firewalls can prevent HKLD.exe or PDCviewer.exe from having access to the internet. These programs need to have access. Please contact your system administrator to find out how to allow specific files access.
I forgot until what date I have access to the e-Book.
The Viewer displays two dates: the account expiry date and the document expiry date. The account expiry date is linked to the subscription (if any) and payment, the document expiry date is linked to the validity of the information.