Knowledge Base

Problem

Users are unable to log into MyNoldus to download Observer XT after a computer wipe, OS reinstallation, or hardware change, receiving an error that no account exists.

Details

Occurs when a lab or institution needs to reinstall Observer XT after reformatting or replacing a computer. The error typically means the email address being used does not match the one registered on the MyNoldus account, or the account was registered under a different lab member's email. Reported across multiple versions of Observer XT.

Solution

1. Confirm which email address is associated with the MyNoldus account. The account is usually registered under the license holder (e.g., the PI or IT administrator who originally purchased the software), not necessarily the current user.
2. Try logging in at my.noldus.com with the license holder's email address.
3. If the correct email is unknown, contact Noldus Support with your institution name and license number (found on original purchase documentation or previous correspondence). Support can look up the account and provide the registered email or a direct download link.
4. Once logged in, navigate to My Products > Observer XT and download the installer for your licensed version.
5. After installation, activate the software using your software-based license code (SBLK) or connect your USB dongle.