Knowledge Base

Problem

After upgrading to EthoVision XT 19, a previously available module (e.g., Social Interaction) is no longer visible or accessible, even though the module was present in the previous version.

Details

Occasionally, when a license is upgraded to a new EthoVision version, one or more modules may be omitted or incorrectly programmed on the license server. The missing module will not appear in the software's module list or in MyNoldus. This is distinct from a user simply not having purchased the module — the module was present before the upgrade. Affected versions: EthoVision XT 19 upgrades from earlier versions.

Solution

1. Verify the missing module is visible in MyNoldus under your license details. If it is absent, this confirms the license was not correctly programmed during the upgrade.
2. Contact Noldus support with your license number and specify which module is missing.
3. Noldus will correct the license programming on the license server.
4. Once corrected:
- If the license is activated in floating mode: close and reopen EthoVision — the updated module should appear automatically.
- If the license is activated in offline/computer-locked mode: deactivate the license, then reactivate it to pull the corrected license data from the server.
5. Confirm the module is now visible under Help > About > Modules (or equivalent) in EthoVision.