Knowledge Base

Problem

Users receive an activation key for a specific version of EthoVision (e.g., XT 17 or XT 19) but install a different version, causing the key to fail or the software to appear unlicensed.

Details

Affects any EthoVision XT version where the customer downloads or installs a version that does not match their purchased/activated license. Symptoms include: the activation key is rejected, the Continue button is greyed out during activation, or the software opens in demo/unlicensed mode. Can also occur when a dongle-to-SBLK upgrade code is entered into the wrong version.

Solution

1. Confirm the licensed version by checking the activation/license email from Noldus or logging into MyNoldus and reviewing the license details.
2. Uninstall the currently installed version of EthoVision via Windows Settings > Apps.
3. Download the correct version matching your license:
- Log in to MyNoldus (my.noldus.com) and navigate to Downloads.
- Select the version that corresponds to your activation key.
4. Install the correct version and re-enter the activation key.
5. If the activation key still fails after installing the correct version, contact Noldus Support to verify the key status and ensure no version mismatch exists in the license database.