Knowledge Base

Problem

Observer XT fails to activate and displays the error 'Observer cannot be activated as the license key does not exist on the license server,' even though the user believes the key was previously working on this computer.

Details

The error occurs when the license key string entered does not exactly match the key registered on the Noldus license server. This can be caused by a transcription error (e.g., a single digit or letter difference), copy-paste errors from a document, or OCR errors when reading a printed key. The key appears valid to the user because it is close to the correct string. Affects software-based (SBLK) license keys in any version of Observer XT.

Solution

1. Do not manually retype your license key. Always copy and paste it directly from the original email or document provided by Noldus.
2. Check each character carefully, paying particular attention to easily confused characters such as 0/O, 1/I/l, 8/B, and similar pairs.
3. If you continue to receive the error, contact Noldus support and provide the key you are using. Support can look up the correct key in the license database and confirm whether there is a discrepancy (e.g., one digit off).
4. Once the correct key is confirmed, paste it into Observer XT under Help > License > Activate and complete activation.