Knowledge Base

Technical Support

FaceReader Help

To open FaceReader Help, press F1 or choose Help > Help. There is also a shortcut to FaceReader Help on the desktop and in the Start menu of the computer with FaceReader. Use the Search function to find information on the topic you are looking for.

Help Menu

FaceReader's Help menu contains the following options:

• Help – Opens the FaceReader Help.
• Noldus Online
  • FaceReader Home Page — Links to the FaceReader section on the Noldus website.
  • Check for Updates — Brings you to the MyNoldus section on the Noldus website. Create a new account or log into your existing account. Under Downloads click on Software and documentation and check whether there are updates available.
  • Contact Help Desk — Brings you to the MyNoldus section on the Noldus website. Create a new account or log into your existing account. Under Get support you will find the contact details of the help desk in your region, you can view the status of your current support cases or submit a new support case.
  • Customer Support Center — Brings you to the MyNoldus section on the Noldus website. Create a new account or log into your existing account. On your MyNoldus page you can find the licenses and NoldusCare contracts associated with your account, you can download the latest version of the software, manuals and sample projects, contact Support or request a Sales visit.
  • Report an Issue — You are forwarded to an online form where you can report your issue. Noldus Support will contact you after they received the form.
• FaceReader Online — This is a link to the FaceReader Online section on the Noldus website.
• FaceReader SDK — This brings you to the FaceReader SDK portal. You can fill out an SDK (software development kit) request form.
• License
  • Deactivate — This option is available if you activated FaceReader with a software license key. See Deactivate your FaceReader license for the procedure to follow.
  • Upgrade — Clicking this option opens the Upgrade Key dialog box. The dialog box contains your license number. It opens automatically when you start FaceReader for the first time after installation and FaceReader detects that you have a hardware key for an earlier version. See Upgrade the license.
• About – Choose this option to see details of exactly which version of FaceReader you are using, the serial number of your software and what modules have been enabled.

Help Desk

If you have any problems, questions, remarks or comments, please let us know. From the Help menu select Noldus Online and then Contact Help Desk or browse to https://my.noldus.com. This brings you to the MyNoldus section on the Noldus website. Create a new account or log into your existing account. Under Get support you will find the contact details of the help desk in your region, you can view the status of your current support cases or submit a new support case.

We offer 24 hour support via several help desks in different time zones.

Check the FaceReader Online Help before contacting our support department. Press F1 to open it, then use the search function to find the topic you are having problems with.

Before you contact Technical Support, please have the version number and license number of your copy of FaceReader available. To find these numbers, choose Help > About.

In order to provide adequate support, it is possible that we request you to supply us with video recordings made by your organization. Since May 25th 2018 the new GDPR rules apply to all people in the EEA (EU + Norway, Iceland and Liechtenstein). For this reason we need your signed consent that you agree with the fact that you have given us permission to use these video recordings. Please be aware that the persons who are recognizable in the videos also have to give consent that the videos are sent to Noldus Information Technology BV and our technology partners, and that it is your responsibility to arrange this consent. More information regarding our Privacy policy can be found at: https://www.noldus.com/legal/privacy-policy

NoldusCare

Your FaceReader license includes one year NoldusCare. NoldusCare extends the standard service you are entitled to and provides peace of mind at reasonable cost. Please look on our web site for more information. We also recommend a training upon installation of FaceReader.

Source: FaceReader 10 Reference Manual (Help), Noldus Information Technology