Knowledge Base

Problem

Observer XT displays an error such as 'license already in use', 'license already activated on this computer', or 'error contacting the license server', preventing the user from opening the software.

Details

Affects software-based (SBLK) and floating licenses in Observer XT 17 and other versions. Common causes include: the license was not properly deactivated before reinstalling or moving to a new computer; the software is still active on another machine; or the computer is not connected to the internet and cannot reach the Noldus license server. Floating licenses shared among multiple users can also conflict if a previous session was not closed properly.

Solution

1. **If the error is 'license already activated on this computer'**: Contact Noldus Support ([email protected]) to deactivate the license remotely via the license management system (QLM). Once deactivated, re-enter your activation code in Observer XT.
2. **If the license is active on another computer**: Ensure all other users have closed Observer XT and deactivated the license on their machine, then activate on the new machine.
3. **If the computer is offline**: Software-based licenses require periodic internet access to verify with the Noldus license server. Connect the machine to the internet at least temporarily to complete activation, or contact Noldus Support to discuss offline licensing options.
4. **For floating licenses shared among users**: Establish a scheduling policy so only one user is active at a time. If the previous session did not close cleanly, contact Noldus Support to release the lock remotely.
5. Download the latest Observer XT installer from MyNoldus (https://mynoldus.com) if a reinstall is needed. Uninstall any previous version before reinstalling.