Knowledge Base

Problem

When attempting to activate an EthoVision XT software-based license key (SBLK), the user receives errors such as 'Activation not complete. Your license couldn't be activated because something went wrong', 'The entered key belongs to a different product, please enter another one', or 'License invalid'. This can occur after upgrading to a new version, reinstalling the software, or moving to a new PC.

Details

Residual license metadata files (text files) left in the Windows ProgramData folder from a previous activation can prevent successful re-activation. Affects EthoVision XT 18 and 19 software-based (SBLK) licenses. The SBLK cleaner tool can also be used to remove these residual files.

Solution

**Step 1 – Clear residual license files manually:**
1. Close EthoVision.
2. Open **File Explorer** and navigate to **C:\ProgramData**. If the folder is hidden, enable it via **View > Show > Hidden items**.
3. Find the **EthoVision XT** (or Noldus application) subfolder and delete all **.txt** license files inside it. The number of files may vary; delete them all.
4. Restart EthoVision and attempt activation again.

**Step 2 – Use the SBLK cleaner tool (if provided by support):**
1. Run the license cleaner tool supplied by Noldus support.
2. After the tool completes, restart EthoVision and re-enter the activation key.

**Step 3 – Force-deactivate via license server (support action):**
If the above steps do not resolve the issue, contact Noldus support to force-deactivate the license on the server and then reactivate on the desired PC.