Knowledge Base

Problem

A user with an active NoldusCare subscription expected to receive an upgrade key for EthoVision XT 19 but did not receive one, or the key they have does not work during the upgrade process.

Details

When Noldus releases a major new version, upgrade keys are distributed to eligible license holders (those with an active NoldusCare subscription). Keys may not be automatically emailed in all cases, or users may attempt to enter an old key that is not valid for the new version. For SBLK licenses already activated on a PC, opening the newly installed version may be sufficient without a separate upgrade key. Affected versions: upgrading to EthoVision XT 19.

Solution

1. Log into MyNoldus (noldus.com/app/home) and verify your license is listed and that your NoldusCare subscription is active.
2. If your SBLK license is already activated on the PC, try simply installing EthoVision XT 19 and opening it — the existing activation may carry over without requiring a new key entry.
3. If an upgrade key is required and was not received, contact Noldus support with your license number and account details. Support can verify eligibility and issue or resend the upgrade key.
4. Do not attempt to enter a key from a previous version or a key belonging to a different product — this will produce an 'invalid key' or 'wrong product' error.
5. If the license was previously deactivated (e.g., on an old PC), support can deactivate it via the license portal so it can be reactivated on the new installation.