Knowledge Base

Problem

MediaRecorder unexpectedly asks for a license key on a system where it was previously activated, preventing the user from launching or using the software.

Details

A software-based license may become deactivated or 'stuck' on the license server due to server-side issues, causing MediaRecorder to prompt for a license key even though the software was previously licensed. This is distinct from an expired license and does not require a new key — the existing license needs to be released and re-activated. Affects software license (SBLK) activations managed via the Noldus license server.

Solution

1. Note your existing MediaRecorder license key (from original activation email, purchase documentation, or IT records).
2. Contact Noldus Support and report that MediaRecorder is prompting for a license key unexpectedly.
3. Provide your license key so Support can manually release the license from the server.
4. Once Support confirms the license has been released, open MediaRecorder on your PC.
5. When prompted, enter your existing license key to re-activate.
6. If activation fails, ensure the PC has internet access and retry. Contact Noldus Support if the issue persists.