Knowledge Base

Problem

Observer XT displays an error when launching or attempting to start an observation, indicating that the installed version of Observer XT is not compatible with the license being used. The software cannot be opened or used.

Details

This error occurs when the version of Observer XT installed on the computer is newer than what the current license supports. For example, a license that was issued for Observer XT version 12 cannot be used with Observer XT version 17. Similarly, Coder licenses (OC) that were issued as free upgrades to Coder 7.0 may not be compatible with Observer XT 16 or later without an upgrade. NoldusCare expiry also affects eligibility to use newer versions.

Solution

1. In Observer XT, go to Help > License Info to confirm the license version and type.
2. Compare the license version against the installed software version. If the license only covers up to a certain version (e.g., version 12 or 15), you must either:
a. Install the version of Observer XT that matches your license, or
b. Obtain an upgrade key or new license to use the current version.
3. If your NoldusCare subscription is active, contact Noldus support to request the appropriate upgrade keys at no additional cost.
4. If your NoldusCare has expired, contact Noldus sales for a NoldusCare renewal or version upgrade quote.
5. If you have both a main Observer XT license and Coder licenses, confirm that all dongles/keys have been upgraded to the same compatible version, as mismatched Coder versions can also trigger this error.