Knowledge Base

Problem

When attempting to upgrade an EthoVision license using an upgrade key (20-digit code), the software displays 'License upgrade failure.' The user is trying to enter the upgrade key while still running the previous version of EthoVision.

Details

Symptom: 'License upgrade failure' error when entering the upgrade key. Affected: USB dongle-based licenses being upgraded between major versions (e.g., XT 17 to XT 18, or XT 18 to XT 19). Root cause: The upgrade key is version-specific and must be entered within the target (new) version of EthoVision, not the previously installed version.

Solution

1. Do not attempt to enter the upgrade key in the old version of EthoVision.
2. Uninstall the currently installed version of EthoVision (e.g., XT 17 or XT 17.5) via Windows Add/Remove Programs.
3. Download and install the target version (e.g., XT 18) from the MyNoldus portal or the link provided by Noldus Support.
4. Launch the newly installed version of EthoVision with the USB dongle plugged in.
5. When prompted for an upgrade key, enter the upgrade key provided by Noldus.
6. If a second upgrade key field is shown and you only have one key, leave the second field blank.
7. Confirm activation is successful and the correct modules are licensed.
8. Contact Noldus Support if the key still fails after following these steps, providing your license number for verification.