I've received the message 'License Extension Error' OR 'Failed to add license key. The license key is invalid' upon entering my license key in NVivo.

These error messages usually occur when an incorrect license key is entered in NVivo. Depending on the error message you are receiving please follow the relevant steps below to resolve the issue:

"License Extension Error"

This error could be due to one of the below two reasons:

  • When extending the license, the license key that was entered is the same license key that NVivo is currently installed with.

    You are unable to extend with the license key that NVivo is currently installed with. When you launch NVivo, the first 20 characters of the license key are displayed. Note down the license key when NVivo is launched and compare it to the license key you are using to extend.

    If the first 20 characters are the same, you will need to obtain the correct license key. If you are unsure of where to obtain the correct license key, please submit a support request form for assistance.
  • The key being entered to extend is not the correct replacement for the license key in the software.

This issue usually happens when extending with a license key that belongs to an organization or a University who are on an enterprise wide license contract. New enterprise license keys are issued every 1 to 3 years depending on the enterprise. Users who need to extend the expiry of their NVivo installation can only do so by entering the newly issued replacement enterprise license key.


Please submit a support request form and provide us the license key you are using to extend. Please also provide the license key that NVivo is currently installed with – if you launch NVivo, the first 20 characters of the license key that NVivo is currently installed with will be displayed.

 

“Failed to add license key. The license key is invalid’ upon entering my license key in NVivo”

 

This error could be due to one of the below two reasons:

  • The license key could have been entered incorrectly.

    Please copy and paste the license key into the activation screen to avoid any typing errors.
    Note: Pay careful attention to differentiate between: 
    • Number zero (Ø) and the alphabet O
    • Number one (1) and the alphabet I
    • Number two (2) and the alphabet Z

If the issue persists, please take a screenshot which shows the license key entered in NVivo by pressing Alt + Print Screen(PrtScn on some keyboards), paste it into a Word or WordPad document then submit a support request form with the saved file attached.

  • The key being entered to extend is not the correct replacement for the license key in the software.

Please ensure you are entering the license key in the correct version of NVivo.
The license key’s 4th and 5th character describes which version is it designed for.

  • If the license key has “09” in the first five characters, for example NXX09-XXXXX-XXXXX-XXXXX-XXXXX it can only activate NVivo 9.
  • If the license key has “10” in the first five characters, for example NXX10-XXXXX-XXXXX-XXXXX-XXXXX it can only activate NVivo 10.
  • If the license key has “11” in the first five characters, for example NXX11-XXXXX-XXXXX-XXXXX-XXXXX it can only activate NVivo 11.

If the issue persists, please take a screenshot which shows the license key entered in NVivo by pressing Alt + Print Screen(PrtScn on some keyboards), paste it into a Word or WordPad document then submit a support request form with the saved file attached.

You can find the download links for NVivo 8,9 and 10 in the sectionDownload QSR software from our website link below: http://www.qsrinternational.com/support_downloads.aspx

 
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