# Troubleshooting: Installation and license

Issues: Installation

▪Error message (ID 10020

▪Installation stops halfway

▪Blue-screen crash during installation of Euresys Multicam

▪The hardware key does not light up

▪When I start EthoVision XT, I get the message: No license key found

▪Installation of EthoVision XT fails, likely due to an error during installation of the Basler camera drivers

▪I have realized that I installed the wrong camera driver software. What can I do?

Issues: License

▪My EthoVision XT license has expired. What should I do?

▪I am trying to upgrade my license, but the upgrade key is not being accepted

▪I cannot start EthoVision XT with a floating license

▪I purchased an add-on module but I cannot use it

▪I purchased an add-on module. How do I update my license?

▪I entered a license key but an error message shows a different one

▪I need to create a Firewall rule to access the Noldus license server. Which port do I need to access?

▪I cannot deactivate a license. The menu item Deactivate license is greyed out

▪EthoVision XT is in Analysis mode, but there is no way to work with a full license

▪Message “Activation not complete”

▪Message “License already activated...”

Error message (ID 10020

This usually happens when you install EthoVision XT after logging in with a guest account, or an account with insufficient rights. In those cases EthoVision XT may not use various folders on the hard drive.

Ask your system administrator to create a user account with more (local) rights than guest accounts, or ask the administrator to log in and install EthoVision XT.

Installation stops halfway

There may be a few reasons why installation fails. The log file may provide clues about the actual cause. To get this file, see The log file for Technical Support.

Do the following:

▪Open the Windows Control Panel, and under Programs and Features check that an item named Sentinel Runtime is listed. If that is the case, remove it. Next, restart the PC, and install EthoVision XT (choose Modify on the installation screen).

▪The issue could also be cased by the Basler Installer which tries to install its certificates on a Windows 10 version LTSC. If the procedure above does not solve the problem, you may first need to remove the root certificates from your PC, then install the Basler driver, then install EthoVision XT. You can remove root certificates with the app mmc.exe in Windows. Contact the Noldus Support for more information.

▪Open the Windows Control Panel, and under Programs and Features check whether software like Microsoft Visual C++ Redistributable (version 14) is present. If that is the case, uninstall it. We know that version 14, not earlier, of this software has caused a couple of issues during installation of EthoVision XT. Next, install EthoVision XT. After that, you may want to re-install Visual C++ redistributable software.

Blue-screen crash during installation of Euresys Multicam

For the Dell Precision 3650

Solution: Disable the Secure Boot option in the PC’s BIOS.

1.Start up the PC. Press the F12 key and once in the BIOS Setup menu, select Boot Configuration.

2.Set the Enable Secure Boot option to (disabled).

3.Save and exit the BIOS Setup menu.

note There may be different ways to open the BIOS Setup menu in different computers. In Windows 11, you can press F2 while your PC is booting. Or, if the PC is running, hold the Shift key while selecting Restart. Go to Troubleshoot > Advanced Options > UEFI Firmware Settings. Then select Restart. The BIOS Setup opens.

For the Dell Precision 3640

A blue-screen crash in Dell 3640 has been reported after the update of the firmware of the BIOS (the firmware update is nowadays integrated in the Windows Update routine). The crash is triggered with firmware version 1.4.3 or later.

It is possible to roll back to an earlier version of the firmware.

1.Start up the PC. Press the F12 key and once in the BIOS menu, select Maintenance > BIOS downgrade.

2.Select the option Allow BIOS downgrade.

3.Save and exit the BIOS.

Note that firmware version 1.3.2 is tested OK. If you need this version, consult the Dell support web site or contact the Noldus Noldus Support.

During installation, a message says that a newer version of the Sentinel Runtime is already installed.

1.Cancel installation of EthoVision XT.

2.Open the Windows Control Panel and choose Programs and Features. Look for Sentinel Runtime and uninstall it.

3.If necessary, download the latest version of the Sentinel Hasp Driver from my.noldus.com. Copy the setup file to your PC and run it.

4.Re-install EthoVision XT.

The hardware key does not light up

1.Close EthoVision XT and remove the hardware key.

2.Run the installation file of EthoVision XT. Select Custom, then Repair. See Install EthoVision XT

3.Insert the hardware key into the computer and start EthoVision XT. The hardware key should now light up.

When I start EthoVision XT, I get the message: No license key found

▪If you work with a hardware license key, check that the hardware key is plugged in and its red LED is burning (see above).

note When the hardware key is not plugged in, you can open an existing experiment and analyze data already collected. However, you cannot acquire more data. See EthoVision XT in analysis mode

▪See also Activate your EthoVision XT license

Installation of EthoVision XT fails, likely due to an error during installation of the Basler camera drivers

Based on the Basler error log file, installation stops because the system fails to register a Basler ax file.

Solution:

1.Install EthoVision XT while keeping all Basler camera driver options de-selected. See Install EthoVision XT

2.Browse to my.noldus.com, log in or register, then select Downloads > EthoVision XT > Drivers and tools and download Basler Pylon Camera Driver to your PC. Run this file. During installation, choose the Custom option, and de-select DirectShow Support.

tip Remember to also select pylon Viewer and the option that applies to your camera (USB vs. GigE).

3.Continue with installation.

4.At the end of installation, double-click the exe file again, and choose Modify the current installation. Choose Custom, and this time keep DirectShow Support selected.

I have realized that I installed the wrong camera driver software. What can I do?

1.Run the file EthoVision XT - Setup -[version number].exe (see Install EthoVision XT) and select Modify. Select the correct driver and continue installation.

2.If the action above does not help, open the Windows Control Panel and under Programs and Features select the driver software (for example for Basler camera there is an item named Basler Pylon), and select Uninstall. Next, run the setup file (step above) and select the correct driver. See also Install the driver software for the digital cameras

I am trying to upgrade my license, but the upgrade key is not being accepted

This may occur when your hardware key (dongle) specifies an EthoVision XT version that is later than that specified in the Upgrade Key that you have received. For example, you have a license number EV180-... (this number you can view in Help > About EthoVision XT > License Info), and you are trying to enter an Upgrade Key for a (probably old) license number that starts with EV150 or the like.

Another possible cause of the error is that the version of the Upgrade Key is not the same as the EthoVision XT version.

Please contact Noldus to receive a matching Upgrade Key.

My EthoVision XT license has expired. What should I do?

1.Contact Noldus to purchase a new license. See Noldus Support

2.Start EthoVision XT.

3.A message says No License key found. Choose Activate software license key.

4.Choose either Floating or Computer-locked depending on how you want to use the software. See Types of EthoVision XT license

5.Click OK and enter the new software activation key that you received from Noldus. See Activate your EthoVision XT license

I purchased an add-on module but I cannot use it

Choose Help > About EthoVision XT > License info to view which modules are enabled on your EthoVision XT system.

See Upgrade EthoVision XT. If necessary, contact Noldus for help.

I purchased an add-on module. How do I update my license?

This depends on whether you have a software license or a license stored on the USB hardware key. See Add new modules to your license

tip To know which modules are included currently in your license, choose Help > About EthoVision XT > License Info. See also Modules of EthoVision XT

I cannot start EthoVision XT with a floating license

This occurs when a floating license was not deactivated on one of the other computers before starting EthoVision XT on that computer. This could happen for example when EthoVision XT is closed on a computer that has a floating license but currently no internet connection. Restart EthoVision XT on that computer and make sure that the computer is connected to the internet, then close EthoVision XT. Then start EthoVision XT on the computer you want to work with.

note With a floating license, all EthoVision XT computers must have an internet connection. See Types of EthoVision XT license. However, you can work offline with EthoVision XT under a floating license for a maximum of 90 days. After that, you must re-connect the EthoVision XT PC to the internet in order to continue to work with the software.

See also Software license - offline

I entered a license key but an error message shows a different one

Contact Noldus for support. Contact the Noldus Support

I need to create a Firewall rule to access the Noldus license server. Which port do I need to access?

You need port 443.

I cannot deactivate a license. The menu item Deactivate license is greyed out

Close the experiment, then select Help > Deactivate license.

EthoVision XT is in Analysis mode, but there is no way to work with a full license

After starting EthoVision XT, you can work in Analysis mode, but the dialog that offers to work with the full license does not show up.

1.Close the experiment (if open).

2.Choose Help > Deactivate License.

3.Click Continue. EthoVision XT will now close.

4.Insert the hardware key in the PC or have the license key ready.

5.Start EthoVision XT and choose how to activate the license.

Message “Activation not complete”

This may be caused by the following reasons:

▪A wrong or expired license key was entered in the previous step of the activation procedure. Click Back, and enter the license activation key that you received from Noldus.

▪The computer may temporarily be disconnected from the internet. Check the internet connection and repeat the license activation procedure.‘

▪The license may have been revoked, or is expired. Please contact your Noldus representative to purchase a new license.

Message “License already activated...”

After trying to activate a license, EthoVision XT (or the Noldus page displayed on your smartphone) shows a message:

The license [license number] has already been activated on a system called [computer name].

The license that you are trying to activate is still active on another computer.

1.Deactivate the license on the first computer. See Deactivate an EthoVision XT license

2.Activate the license on the second computer. See Activate your EthoVision XT license

It is possible that EthoVision XT was removed from the first computer, but the license is still active there. Please re-install EthoVision XT back in order to deactivate the license on the first computer. See Install EthoVision XT