Knowledge Base

Problem

A user has purchased or been granted access to a FaceReader add-on module (such as the Action Unit module or the Project Analysis module), but the module is not available or enabled within the software after installation.

Details

Affects FaceReader users with floating or fixed licenses where specific modules (e.g., Action Unit, Project Analysis) were purchased separately or bundled. The software installs correctly but the module's features are grayed out, missing from the interface, or not selectable. Typically caused by the module not having been added to the license on the Noldus backend, rather than an installation or hardware issue.

Solution

1. Confirm with the user exactly which module is expected to be available and verify this against their purchase order or NoldusCare agreement.
2. Check the active license in MyNoldus to see which modules are currently listed under the FaceReader license.
3. If the module is absent from the license record, escalate to the Noldus License/Back-Office team to add the module to the license.
4. Once the module has been added on the backend, instruct the user to deactivate and reactivate their license (or, for floating licenses, check the license back in and re-check it out) so the updated entitlements are pulled from the server.
5. Ask the user to relaunch FaceReader and verify the module is now accessible.
6. If the module still does not appear after license refresh, reinstall FaceReader and reactivate — the installer may need to register new module components.