Knowledge Base

Problem

While actively working in FaceReader, the floating license unexpectedly deactivates and the user is prompted to re-enter the license key to continue. The user is concerned this indicates a software problem.

Details

Spontaneous license deactivation during a session does not necessarily indicate a software defect. Common triggers include: temporary loss of connection to the floating license server, system changes (Windows updates, network configuration changes), or a transient license server hiccup. If the issue is rare and re-entering the key resolves it, no action beyond monitoring is usually required. Noldus Support can reset the license server entry if the issue recurs. Observed with FaceReader 10 floating licenses.

Solution

1. When prompted, re-enter your license key to reactivate FaceReader and continue working.
2. Check whether any system changes occurred around the time of deactivation: Windows updates, network configuration changes, VPN disconnections, or sleep/hibernate events.
3. If on a floating license, verify that the license server machine was online and reachable at the time of the deactivation.
4. Monitor for recurrence — a single isolated event is typically not a cause for concern.
5. If the deactivation happens repeatedly, contact Noldus Support. Support can reset the license on the server side and investigate whether there is an underlying connectivity or configuration issue.