Knowledge Base

Problem

When launching UltraVox XT 4.0 after a fresh installation, the software displays a license error and refuses to start. The user has placed the provided license id.json file in the expected location, but the software reports it as invalid.

Details

Affects UltraVox XT 4.0 software-based (non-dongle) licensing. The error occurs at startup before the main interface loads. Common causes include a license file generated for a different machine or installation, a corrupted or incomplete download of the license file, or the license not yet being activated in Noldus's licensing system for the target installation. The issue is distinct from the USB dongle recognition problem (ticket #3573).

Solution

1. Confirm you are using UltraVox XT 4.0 and that the id.json file was provided specifically for this installation (not recycled from another computer or a previous version).
2. Verify the id.json file is placed in the correct directory as specified in the UltraVox installation guide.
3. Check that the file was not corrupted during download by confirming its file size matches what was sent, or by re-downloading it from the source.
4. If the file appears intact and correctly placed but the error persists, the license may need to be regenerated for your specific machine. Contact Noldus support and provide your machine details (hostname or hardware ID if prompted by the software).
5. Noldus support will coordinate with the licensing team to generate a new, valid license file.
6. Replace the existing id.json with the newly generated file and relaunch UltraVox.
7. If the error continues after receiving a new license, document the exact error message and share it with Noldus support for further investigation.