Knowledge Base

Problem

A FaceReader floating or software-based license is locked to a specific computer (sometimes unknown or inaccessible — e.g., a broken, lost, or unidentifiable machine), and no other computer can acquire or activate the license.

Details

This is distinct from switching license types. The license is already activated as a floating or SBLK license, but the machine holding it cannot release it normally (e.g., machine is powered off, broken, network-isolated, or the release step was missed). Affects FaceReader floating and SBLK licenses. Recurrent issue in multi-user lab environments where a single license is shared across machines. Remote deactivation by Noldus Support resolves the situation.

Solution

1. Attempt to release the license from within FaceReader on the machine holding it, if that machine is still accessible: open FaceReader and use the license deactivation option in the software or license manager.
2. If the machine is inaccessible (broken, unknown, powered off, or off-site), contact Noldus Support and provide:
- Your license key or NoldusCare contract number
- A description of the situation (machine broken, unidentifiable, etc.)
3. Noldus Support will perform a remote force-deactivation on the license server, releasing the license immediately.
4. Once released, activate the license on the intended machine using your existing license key.
5. To prevent recurrence in shared lab environments, establish a procedure for users to release the floating license from FaceReader before shutting down or leaving the lab.