Knowledge Base

Problem

When converting hardware USB dongle licenses to software-based license keys (SBLK) as part of an EthoVision XT 19 upgrade, the original dongle cannot be located and the upgrade process cannot be completed through the standard procedure.

Details

The standard dongle-to-SBLK upgrade process requires the physical dongle to be present so it can be deactivated/returned. If the dongle is lost or missing, the normal upgrade path is blocked. This requires intervention by Noldus licensing to mark the hardware key as lost (RMA process) before a new software license can be issued.

Solution

1. Confirm the dongle is genuinely lost (check all computers, storage areas, and with any personnel who may have used it).
2. Contact Noldus technical support or your account manager and provide:
- Your license number(s) (e.g., EV190-XXXXX-XXXX).
- Confirmation that the dongle is lost and cannot be returned.
3. Noldus Licensing will process an RMA (Return Merchandise Authorization) for the lost dongle, effectively marking it as lost in the system.
4. Once the RMA is processed, a replacement software-based license key (SBLK) can be issued for your upgrade.
5. Activate the new SBLK following the standard software activation procedure (see 'Upgrading USB Hardware Dongle License to EthoVision XT 19' and 'Software-Based License (SBLK) Activation' articles).
6. Note: There may be an administrative fee associated with replacing a lost dongle — confirm with your account manager.