Knowledge Base

Problem

User enters an EthoVision XT upgrade key but the upgrade fails or the key is rejected. The key appears to have been entered correctly but activation does not complete.

Details

EthoVision XT upgrade keys sometimes consist of two lines that must both be entered. If the key is provided in a format where the second line is appended to the end of the first line (e.g., separated only by a line break or appearing as a trailing string), users may inadvertently omit the second line when copying and pasting, causing the upgrade to fail. This is a formatting/presentation issue with how the key is communicated, not a system fault. Affects all EthoVision XT versions using upgrade keys.

Solution

1. Review the upgrade key exactly as provided in your email or MyNoldus account. Look carefully for a second line or a trailing segment (e.g., a short alphanumeric string such as '5142' appearing after the main key on the same or a new line).
2. When entering the upgrade key in EthoVision XT, enter Line 1 in the first key field and Line 2 (the additional segment) in the second key field if prompted.
3. Do not copy the entire block as a single string if EthoVision provides two separate input fields — split the key at the correct break point.
4. If you are unsure where the key breaks, contact Noldus Support and ask for the key to be resent with each line clearly separated.
5. After entering both lines correctly, complete the upgrade procedure and verify that the new license features are active under Help > About / License Information.