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v3.2
v3.2
  • OptiTrack Documentation
  • WHAT'S NEW
    • What's New in Motive 3.2
  • QUICK START GUIDES
    • Quick Start Guide: Getting Started
    • Quick Start Guide: Prime Color Camera Setup
    • Quick Start Guide: Precision Capture
    • Quick Start Guide: Tutorial Videos
    • Quick Start Guide: Active Marker Tracking
    • Quick Start Guide: Outdoor Tracking Setup
  • HARDWARE
    • Cameras
      • Ethernet Cameras
        • PrimeX 120
        • PrimeX 41
        • PrimeX 22
        • PrimeX 13
        • PrimeX 13W
        • SlimX 13
        • Prime Color
        • VersaX 22
        • VersaX 41
        • VersaX 120
      • USB Cameras
        • Slim 3U
        • Flex 13
        • Flex 3
        • V120:Duo
        • V120:Trio
        • Adjusting Global Origin for Tracking Bars
    • Prepare Setup Area
    • Camera Mount Structures
    • Camera Placement
    • Ethernet Camera Network Setup
      • General Overview and Specs
      • Windows 10 Network Settings
      • Cabling and Load Balancing
      • Switch Configuration for PrimeX 120
      • NETGEAR ProSafe GSM7228S: Disabling the Broadcast Storm Control
      • White/Blacklisting Cameras
    • USB Camera System Setup
      • USB Camera Network Overview and Specs
      • V120:Duo and Trio Setup
      • Tracking Bar Coordinate System
        • Transforming Coordinate System: Global to Local
    • Aiming and Focusing
    • Camera Status Indicators
  • MOTIVE
    • Installation and License Activation
    • Motive Basics
    • Calibration
      • .mcal XML Calibration Files
      • Continuous Calibration
      • Continuous Calibration (Info Pane)
      • Calibration Squares
    • Markers
    • Assets
      • Gizmo Tool: Translate, Rotate, and Scale
    • Rigid Body Tracking
      • Aligning Rigid Body Pivot Point with a Replicated 3D Model
    • Skeleton Tracking
    • Trained Markersets
    • IMU Sensor Fusion
    • Data Recording
      • Data Types
    • Labeling
    • Data Editing
    • Data Export
      • Data Export: BVH
      • Data Export: C3D
      • Data Export: CSV
      • Data Export: FBX
      • Data Export: TRC
    • Data Streaming
    • Camera Video Types
    • Audio Recording
    • Motive HotKeys
    • Measurement Probe Kit Guide
    • Motive Batch Processor
    • Reconstruction and 2D Mode
  • MOTIVE UI PANES
    • Settings
      • Settings: General
      • Settings: Assets
      • Settings: Live Pipeline
      • Settings: Streaming
      • Settings: Views
      • Settings: Mouse and Keyboard
      • Settings: Audio
    • Assets Pane
    • Builder Pane
    • Constraints Pane
      • Constraints XML Files
    • Calibration Pane
    • Data Pane
    • Devices Pane
    • Edit Tools Pane
    • Graph View Pane
    • Info Pane
    • Labels Pane
    • Log Pane
    • Probe Pane
    • Properties Pane
      • Properties Pane: Camera
      • Properties Pane: Force Plates
      • Properties Pane: NI-DAQ
      • Properties Pane: OptiHub2
      • Properties Pane: Rigid Body
      • Properties Pane: Skeleton
      • Properties Pane: Take
      • Properties Pane: Trained Markerset
      • Properties Pane: eSync2
    • Status Panel
    • Toolbar/Command Bar
    • Control Deck
    • Viewport
  • PLUGINS
    • OptiTrack Blender Plugin
      • OptiTrack Blender Plugin
    • OptiTrack Unreal Engine Plugin
      • Unreal Engine: OptiTrack Live Link Plugin
        • Quick Start Guide: Real-Time Retargeting in Unreal Engine with Live Link Content
        • Unreal Editor for Fortnite (UEFN): OptiTrack Plugin for Live Link Hub
        • Unreal Engine: Live Link Camera Stream Setup
        • Live Link Content: Active Puck Static Meshes
      • Unreal Engine: MotionBuilder Workflow
      • Unreal Engine: HMD Setup
      • Unreal Engine VCS Inputs
    • OptiTrack Unity Plugin
      • Unity: HMD Setup
    • OptiTrack OpenVR Driver
    • OptiTrack MATLAB Plugin
    • Autodesk Maya
      • Autodesk Maya: OptiTrack Insight VCS Plugin
    • Autodesk MotionBuilder
      • Autodesk MotionBuilder Plugin
      • Autodesk MotionBuilder: OptiTrack Skeleton Plugin
      • Autodesk MotionBuilder: OptiTrack Optical Plugin
      • Autodesk MotionBuilder: OptiTrack Insight VCS Plugin
      • Autodesk MotionBuilder: Timecode Data
    • OptiTrack Peripheral API
    • External Plugins
      • Houdini 19 Integration
  • ACTIVE COMPONENTS
    • Active Components Hardware
      • Active Puck
      • Wired AnchorPuck
      • CinePuck
      • Wired CinePuck
      • BaseStation
      • Information for Assembling the Active Tags
      • Manus Glove Setup
    • Configuration
      • Active Batch Programmer
      • Active Hardware Configuration: PuTTY
      • Active Component Firmware Compatibility
    • Active Marker Tracking
      • Active Finger Marker Set
  • SYNCHRONIZATION
    • Synchronization Hardware
      • External Device Sync Guide: eSync 2
      • External Device Sync Guide: OptiHub2
    • Synchronization Setup
    • OptiTrack Timecode
  • VIRTUAL PRODUCTION
    • Unreal Engine: OptiTrack InCamera VFX
    • Entertainment Marker Sets
    • PrimeX 41
  • MOVEMENT SCIENCES
    • Movement Sciences Hardware
      • General Motive Force Plate Setup
      • AMTI Force Plate Setup
      • Bertec Force Plate Setup
      • Kistler Force Plate Setup
      • Delsys EMG Setup
      • NI-DAQ Setup
      • Multiple Device Setup
    • Movement Sciences Marker Sets
      • Biomechanics Marker Sets
      • Biomech (57)
      • Rizzoli Marker Sets
    • For Visual3D Users
    • Prime Color Camera Setup
      • Prime Color Setup: Required Components
      • Prime Color Setup: Hardware Setup
      • Prime Color Camera Setup: Camera Settings
      • Prime Color Camera Setup: Prime Color FS Calibration
      • Prime Color Setup: Data Recording / Export
      • Prime Color Camera Setup: FAQ / Troubleshooting
      • Prime Color Camera Setup: Windows Network Settings
  • VIRTUAL REALITY
    • VR Plugins
      • VR Unreal Engine
        • OptiTrack Unreal Engine Plugin
        • Unreal Engine: OptiTrack Live Link Plugin
          • UE5.1 Live Link Retarget External Workaround
        • Unreal Engine VCS Inputs
      • VR Unity
        • OptiTrack Unity Plugin
      • VR OpenVR
        • OptiTrack OpenVR Driver
    • VR HMD Setup
      • Unreal Engine: HMD Setup
      • Unity: HMD Setup
      • Manually Calibrating the HMD Pivot Point
      • Sync Configuration with an HTC Vive System
    • SlimX 13
    • Active Marker Tracking
      • Active Finger Marker Set
    • Synchronization Hardware
      • External Device Sync Guide: eSync 2
      • External Device Sync Guide: OptiHub2
  • ANIMATION
    • Autodesk Maya
      • Autodesk Maya: OptiTrack Insight VCS Plugin
    • Autodesk MotionBuilder
      • Autodesk MotionBuilder Plugin
      • Autodesk MotionBuilder: OptiTrack Skeleton Plugin
      • Autodesk MotionBuilder: OptiTrack Optical Plugin
      • Autodesk MotionBuilder: OptiTrack Insight VCS Plugin
      • Autodesk MotionBuilder: Timecode Data
  • ROBOTICS
    • MoCap4ROS2 Setup
    • OptiTrack Robot Applications
    • Outdoor Tracking Setup
  • DEVELOPER TOOLS
    • Developer Tools Overview
    • Camera SDK
      • Class: cCameraModule
      • Class: cUID
    • Motive API
      • Motive API: Quick Start Guide
      • Motive API Overview
      • Motive API: Function Reference
      • Motive API Camera Calibration
    • NatNet SDK
      • NatNet 4.1
      • NatNet: Class/Function Reference
      • NatNet: Creating a Managed (C sharp) Client Application
      • NatNet: Creating a Native (C++) Client Application
      • NatNet: Data Types
      • NatNet: Matlab Wrapper
      • NatNet: Migration to NatNet 3.0 libraries
      • NatNet: Remote Requests/Commands
      • NatNet: Sample Projects
      • NatNet: Unicast Data Subscription Commands
      • Latency Measurements
    • VRPN Sample
    • Peripheral API: Glove Devices
  • SKELETON MARKER SETS
    • Full Body
      • Baseline (41)
      • Core (50)
      • Biomech (57)
      • Conventional (39)
    • Full Body + Fingers
      • Baseline + Passive Fingers (49)
      • Baseline + Active Fingers (57)
      • Core + Passive Fingers (54)
      • Core + Active Fingers (62)
    • Upper
      • Baseline Upper (25)
      • Conventional Upper (27)
    • Lower
      • Baseline Lower (20)
      • Helen Hayes Lower (19)
      • Conventional Lower (16)
    • Hand and Fingers
      • Left/Right Hand (4) Active
      • Left/Right Hand (10) Active + Passive
      • Active Finger Marker Set
    • Glove Device Setup
      • Manus Glove Setup
      • StretchSense Glove Setup
    • Rizzoli Marker Sets
    • Entertainment Marker Sets
    • Rigid Body Skeleton Marker Set
  • GENERAL TROUBLESHOOTING
    • Licensing Troubleshooting
    • Windows 11 Optimization for Realtime Applications
    • Network Troubleshooting
    • Troubleshooting Q&A
    • Running Motive on High DPI Displays
    • Firewall Settings
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On this page
  • Common Licensing Issues
  • License Not Found
  • USB Key is not detected
  • License Activated but Motive Doesn't Open
  • License won't Activate with the Online License Tool
  • Demo License

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  1. GENERAL TROUBLESHOOTING

Licensing Troubleshooting

Common licensing problems and how to address them.

PreviousGENERAL TROUBLESHOOTINGNextWindows 11 Optimization for Realtime Applications

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Common Licensing Issues

Issues with licensing can prevent the operation of Motive. This list identifies possible causes for various licensing errors that can occur, and how to resolve them.

License File Location

The Motive license folder is located at C:\ProgramData\OptiTrack\License. You can also open the License folder using the link on the Motive splash screen.

License Not Found

There are several potential causes when the License not found message appears.

License File Did Not Download After Activating


License is Registered to a Different USB Key

Check the license folder. The license file name contains the 6-digit serial number of the USB key associated with it. Confirm the number matches the serial number on the USB key. If the key and the license are mismatched, contact support.


Initial License for a Maintenance License isn't in the License Folder

Maintenance Licenses extend the term of the license purchased with the OptiTrack system, which is referred to as the Initial License. For a maintenance license to work, both it and the initial license must be in the Motive license folder.

Check the license folder. The name of the license file will indicate whether the license is an initial or maintenance license.

If the Initial License is missing, use the License Activation Tool to download it again. You will need the licensing information provided on the License card when the system was purchased to do so. This will download the initial license and all associated maintenance licenses.


The Version Downloaded was Released After the License Maintenance Period Ended

Expand the Details & Requirements section for any release to see the license effective date.

Motive release dates are also shown at-a-glance on the list of Changelogs:


Wrong USB Key for the Version of Motive Installed

USB Security Keys work with Motive 3.x, USB Hardware Keys work with Motive 2.x.


Multiple Initial licenses in the License Folder

Check the license folder and move or delete either the oldest license or the one that is not needed.


USB Key is not detected

If Motive does not detect the USB security key, check Windows Device Manager to see if the key is recognized by Windows.

  • Type Device Manager in the Windows Search bar to find and open the Device Manager.

  • Expand the list of Human Interface Devices.

  • The OptiTrack security key is listed as an HID-compliant vendor-defined device. There will likely be several of these on a user's system. If the security key is recognized by Windows, it is often the first in the list.

  • To identify a key that is plugged in and recognized as a security key, open the Device Properties and select the Details tab.

  • Select the Hardware Ids property. If the device is a security key, The first two values will begin with HID\VID_131D&PID_2702.

Security Key Requires a Driver Update

USB Key is not Plugged in Properly

If the USB security key is not listed, try reconnected the device or using a different USB port. Use a port on the back of the PC if one of the ports on the front doesn't work.


USB Key is Broken


License Activated but Motive Doesn't Open

  • Check the license folder to verify the license has been downloaded.

  • Verify that the version of Motive installed is the correct version for the license. Install the correct version if necessary. Previous versions of Motive can be found under "Previous Releases" on the Download page.

  • Disable any firewall or antivirus software and launch Motive with administrative privileges.

  • Contact support if the issue persists after completing these troubleshooting steps.


License won't Activate with the Online License Tool

  • Check your data entry. In addition to typos, look for additional characters such as a space at the beginning or end of the sequence.

  • Use the license tool from the Motive splash screen instead of the online license tool:

  • Only one license (initial or maintenance) can be activated at a time. Subsequent Maintenance licenses are activated when the prior maintenance period ends.

  • Two USB keys are plugged in. Only one USB key can be connected at a time.


Demo License

Support may authorize the use of a demo license at various times. Demo licenses are linked to a specific computer and require the computer's Machine ID to activate.

Once permission is granted, send your First Name, Last Name, Email, and Machine ID to Support:

  • Download and install the version of Motive that corresponds to the demo license.

  • Launch Motive. Click About Motive window from the splash page.

  • The Machine ID is displayed at the bottom:

  • Support will send the license file via email. Check your spam filter and junk folder if it does not arrive on a timely basis.

  • Download and save the demo license (.dat file) attached to the email to the license folder: (C:\ProgramData\OptiTrack\License).

Check the license folder. If there is no license file in the folder, download it by running the License Activation Tool, available on the Motive splash page. Alternately, you can run the tool from C:\Program Files\OptiTrack\Motive\LicenseTool, or from the .

for your initial license information if you are unable to find it.

Use the "Check My License" tool at the bottom of the online license tool on the to verify the end date of the license maintenance period.

On the page, find the version of Motive that was valid before the license maintenance period ended. Click to expand the Previous Releases section for either 3.x.x or 2.x.x, depending on which license you have.

If an error symbol is displayed next to the device in Device Manager, the USB driver needs an update. to update the driver.

to purchase a new key. Once received, contact support to complete the transfer of the license to the new key.

Ensure the computer meets the to run Motive; upgrade as necessary.

The online License Tool is available on the page.

OptiTrack Support page
Contact support
Support page
downloads
Contact support
Contact support
OptiTrack Support
minimum hardware requirement
Error message when launching Motive without a valid license.
Check my License results for an expired license.
Click to see previous releases.
Motve 3.x changelogs and release dates.
Security key in the list of Human Interface devices.
Error while attempting to activate a license.
Access the License Tool from the splash screen.
The License Activation Tool from the Motive splash screen.
the About Motive screen.