Knowledge Base

Problem

Users or lab staff cannot locate or access FaceReader installation files, either because the registered user (RU) account credentials are unknown, the wrong email is on file, or a co-user has not been granted appropriate access in MyNoldus.

Details

Symptoms include inability to log in to MyNoldus to retrieve download links, uncertainty about which email address is registered to the license, and lab staff (non-RU) needing access when the primary license holder is unavailable. Affects all FaceReader versions distributed via MyNoldus. Commonly occurs when lab personnel change or when the original purchaser is no longer the primary software user.

Solution

1. Ask the user to attempt login at MyNoldus (my.noldus.com) using all email addresses they may have registered with Noldus.
2. If the correct email cannot be determined, contact Noldus Support with the license number or order number so support staff can look up the registered account.
3. If the registered user needs to be changed (e.g., lab director leaving, staff scientist taking over), provide Noldus Support with: the license number, the name and email of the current RU, and the name and email of the new RU. Support will transfer the license to the new RU.
4. Once logged in to MyNoldus, navigate to the 'Licenses' section, locate the relevant FaceReader license, and download the installation package from the listed downloads.
5. Confirm with the user that the download and license information are visible before closing the ticket.