Knowledge Base

Problem

UltraVox software fails to start or reports that no license key is found, even though the USB dongle is physically inserted. The dongle's indicator light is not illuminated, indicating the device is not being recognized by the operating system.

Details

Affects UltraVox XT (confirmed on versions requiring a hardware USB key/dongle). The root cause is a missing or incorrect dongle driver. Without the proper driver, Windows does not enumerate the device and UltraVox cannot read the license. This can occur after a fresh installation, an OS reinstall, or when the software is installed without also installing the bundled drivers.

Solution

1. Do not attempt software activation steps until the dongle hardware is recognized.
2. Locate the UltraVox software installation package (the original installer folder or ISO/ZIP archive provided by Noldus).
3. Inside the installation package, find the dongle driver installer (typically in a 'Drivers' or 'Sentinel' subfolder).
4. Run the dongle driver installer with administrator privileges and follow the on-screen prompts to completion.
5. Remove and reinsert the USB dongle after the driver installation finishes.
6. Verify the dongle indicator light is now illuminated.
7. Launch UltraVox — the software should now detect the license key.
8. If the light remains off after driver installation, try a different USB port and repeat step 6. If the issue persists, the dongle may be defective; contact Noldus support for a replacement.