Knowledge Base

Problem

After installing FaceReader on a new PC or after an upgrade, the upgrade key obtained from MyNoldus or Noldus correspondence is rejected by the software. The license number shown in the FaceReader software does not match the license number listed in MyNoldus.

Details

This can occur when a license has been migrated, reissued, or the software installation is associated with an older license entry while MyNoldus holds a newer one (e.g., FR091-XXXXX vs. FR100-XXXXX). The mismatch causes the upgrade key tied to the correct (new) license to be rejected by the software instance that identifies itself with the old license number. Observed during FaceReader 9 → 10 upgrades and PC migrations.

Solution

1. In FaceReader, note the exact license number displayed in the software (e.g., visible in Help > About or the license/activation screen).
2. Log in to MyNoldus and check the license number listed there for your FaceReader license.
3. If the two numbers differ, do not attempt to force the mismatched key — contact Noldus Support and provide both license numbers.
4. Support will identify the correct active license and issue or resend the upgrade key that corresponds to the license number the installed software reports.
5. Enter the corrected upgrade key in FaceReader to complete activation.