Knowledge Base

Problem

After upgrading a USB dongle license to a new version of EthoVision (e.g., XT 18), the user does not have an activation key, enters an incorrect key format, or finds the Continue button greyed out during activation.

Details

When upgrading a dongle-based license to a newer EthoVision version, users receive one or two upgrade keys. These keys must be entered in the new version of EthoVision (not the old version) with the dongle connected. Common issues include: not having the upgrade key (needs to be requested from Noldus/reseller), entering the key in the wrong version of the software, entering the key incorrectly (e.g., extra characters, wrong format), or not connecting the dongle before entering the key. The Continue button remains greyed out if the key format is invalid or incomplete. Affects upgrades to EthoVision XT 18 and 19.

Solution

1. Ensure you have received your upgrade key(s) from Noldus or your local reseller. If you have not received them, contact Noldus support or your account manager with your license number.
2. Install the new version of EthoVision (e.g., XT 18) on the PC.
3. Connect the USB hardware dongle to the PC before launching EthoVision.
4. Launch EthoVision XT in the new version. When prompted for an activation/upgrade key, enter the key(s) exactly as provided – including hyphens and all characters. Do not include extra spaces or characters.
5. If two upgrade keys are provided (Upgrade key 1 and Upgrade key 2), enter both in the appropriate fields.
6. The Continue button will become active once a valid key format is entered. If it remains greyed out, double-check the key for typos or extra characters.
7. Complete the upgrade process. The dongle will be updated to reflect the new license.
8. Note: upgrade keys must be entered in the new version of EthoVision, not the previous version.