Knowledge Base

Problem

After upgrading EthoVision (e.g., from XT 17/18 to XT 19) or switching to a new computer, the software-based license (SBLK) fails to activate. The license may appear already active on a previous version or PC, and upgrade/deactivation keys fail to process.

Details

Multiple related causes: (1) The SBLK is still registered as active on the old version or old PC in the Noldus license system and must be deactivated by Noldus support before it can be reactivated. (2) The PC's system clock is out of sync with the license server, causing validation to fail. (3) Residual license text files on the PC block new activation. Affects transitions between EthoVision versions (e.g., XT 17 → XT 19) and PC replacements. May require multiple deactivation/reactivation attempts.

Solution

1. Contact Noldus support and request that the SBLK be force-deactivated from the old version or old PC in the license system.
2. Verify that the PC's date, time, and time zone are correct and synchronized with an internet time server (Windows Settings → Time & Language → Sync now).
3. Run the Noldus license cleaning tool (provided by support) to remove any residual license text files from the PC.
4. Install and launch the correct target version of EthoVision (e.g., XT 19).
5. Enter the new activation key provided for the new version. If activation fails on the first attempt, try again — multiple attempts may be required as the license system propagates the deactivation.
6. Once activated, confirm the license is recognized correctly in Help → About or the license screen before closing the activation dialog.