My upgrade code is not recognized

Upgrade Codes for Noldus Hardware License Keys (Dongles)

Upgrade codes are issued when updating Noldus software to a new version or when adding additional modules to an existing hardware license key (dongle). They may also be used to extend the expiration date of loan or rental licenses. Purchased software licenses do not expire.

If your upgrade code is not being recognized, check the following guidelines. You may receive a warning that you have a limited number of tries left (this count resets daily). If you do not see this warning, the code was successfully accepted.

1. Software Version Must Match Upgrade Code

Upgrade codes are version-specific. For example:

• An upgrade code for EthoVision XT 16 must be entered in EthoVision XT 16.
• A code for The Observer XT 14.2 will only work in 14.2, not in 14.0 or 15.0.

After entering the upgrade code, the hardware key will also work with older versions, but the code must first be applied in the correct version. If the required software version is not listed on your MyNoldus downloads page, contact Noldus Support.

2. Enter the Code Correctly

• Whenever possible, copy and paste the code to avoid typing errors.
• Upgrade codes may include the numbers 0 and 1, but will never include the letters O, I, or L.
• Codes are either a single 20-character string or split as 20 characters + 4 characters. Enter the entire code.

3. Check the License Number

The upgrade window shows your current license number. For version upgrades, expect the license number to change:

• EV015-00000-AAAAAAA indicates EthoVision XT 15
• EV016-00000-BBBBBBB would be the upgraded XT 16 version

Only the middle numeric segment (e.g., 00000) must match between the existing and new license. If this doesn’t match, the code is for a different license. Contact support if you’re unsure.

4. Using Additional Computers

Once a code is successfully entered, the dongle stores the updated license. You can move it to another computer without re-entering the upgrade code.