Knowledge Base

Problem

The hardware USB dongle for MediaRecorder has been lost, misplaced, or stolen, and recording is no longer possible without it.

Details

MediaRecorder hardware dongle licenses require the physical USB dongle to be present for the software to operate. If the dongle is lost, the system cannot record until a replacement is obtained. A replacement dongle has an associated cost. Alternatively, the dongle-based license can be converted to a software-based license key (SBLK), eliminating future dependency on physical hardware.

Solution

Option 1 – Purchase a replacement dongle:
1. Contact Noldus Sales with your MediaRecorder license number (visible on the original dongle or purchase documentation).
2. Request a replacement dongle. Note that a replacement fee applies (confirm current pricing with Sales).
3. Once received, plug the new dongle into the MediaRecorder PC and launch MediaRecorder to confirm it is recognised.

Option 2 – Convert to a software-based license key (recommended to avoid future loss):
1. Contact Noldus Sales or Support to request conversion of the existing dongle license to a software-based license key (SBLK).
2. This may involve upgrading to the latest version of MediaRecorder.
3. Follow the conversion process as guided by Noldus Support.
4. Once converted, activate the software license key in MediaRecorder — no physical dongle will be required.