Knowledge Base

Problem

User cannot activate a FaceReader software-based license (SBLK). The activation attempt fails or the license does not register correctly.

Details

Symptoms include the license key being rejected, activation hanging, or the license appearing unused despite prior activation attempts. Common causes include residual license data on the machine, the license being locked to another (unknown) PC, or attempting to activate a license key in a mismatched FaceReader version (e.g., entering an FR 9.1 key in FR 10).

Solution

1. Verify that the license key version matches the installed FaceReader version (e.g., FR 9.1 keys require the FR 9.1 installer; do not enter them in FR 10).
2. If the license is still locked to another PC, ask Noldus Support to deactivate it on the license server.
3. Download and run the SBLK License Cleaning Tool on the affected PC.
4. Relaunch FaceReader and attempt activation again.
5. If the issue persists, contact Noldus Support to check the license server status and deactivate remotely if needed.