Knowledge Base

Problem

Users are unable to find or apply upgrade keys when moving from an older Observer XT version or from a USB dongle license to a new software-based (SBLK) activation code, or are confused about the correct order of steps.

Details

Affects users upgrading to Observer XT 17 from earlier versions (e.g., v9, v16) and users transitioning from USB dongle hardware licenses to software activation codes. Upgrade keys are version-specific and must be entered in the version they were issued for. Keys may no longer appear in MyNoldus after upgrade.

Solution

1. **For a version upgrade** (e.g., v16 → v17):
- Install the target version of Observer XT (e.g., v17).
- On first launch, enter **Upgrade Key 1** and **Upgrade Key 2** when prompted. These keys are version-specific — a v17 key must be entered in v17.
- If your upgrade keys are not visible in MyNoldus, contact Noldus Support with your license number to retrieve them.
2. **For switching from USB dongle to SBLK**:
- Install Observer XT 17.
- If prompted or provided, process the **USB dongle upgrade key** first.
- Then enter the new software **Activation key** to activate the SBLK license.
- If your email only contains an Activation key (no dongle upgrade key), activate the software key and contact Noldus Support before deactivating or discarding the dongle.
3. **For coder licenses on older versions**: Each coder license has its own upgrade key pair. Apply them in the correct version. Contact Noldus Support if keys are missing.
4. Physical USB dongles are no longer issued for new purchases. All new licenses are software-based activation codes.