Knowledge Base

Problem

MediaRecorder displays a message that the license has expired or is not found, preventing the software from opening or running.

Details

Can affect both software-activated and dongle-based licenses. Common causes include: an expired maintenance/upgrade period, a dongle license being entered as a software key (or vice versa), an offline activation that has passed its 365-day renewal window, or a missing upgrade key after purchasing a version upgrade. Affects MediaRecorder 6.x.

Solution

1. Identify your license type: check whether you have a USB dongle or a software activation key.
2. **Dongle license showing 'not found on server':** Do not enter the license number manually. The dongle must be physically connected; MediaRecorder reads it directly. Ensure the hardware key driver is installed (see separate article).
3. **Software license – expired offline activation:** Offline activation grants 365 days of access. Reconnect the computer to the internet and reactivate online, or contact Support to reset the activation period.
4. **Software license – floating license:** Ensure the computer has a stable internet connection so it can ping the Noldus license server each time MediaRecorder opens.
5. **After a version upgrade:** Contact Noldus Support with your old and new license numbers to obtain the correct upgrade key.
6. If none of the above applies, provide your license number to Noldus Support for account-level investigation.