Difference between revisions of "Licensing Issues"
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(Created page with "<br>'''Symptom''': User get’s ‘Out of Seats’ message logging into SME when less than the licensed number of users are logged in to SME <br>- Go to Help> Tech Support ...") |
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| − | + | The following are solutions to any license file issues that happen. | |
| − | + | == '''Symptom''': User receives ‘Out of Seats’ message logging into SME when less than the licensed number of users are logged in to SME == | |
| − | + | * Clear out lock files | |
| − | + | ** Go to Help> Tech Support Utilities> Code 832 (Opens Windows Explorer to the SME folders | |
| − | + | ** Log all users out of SME | |
| + | ** Navigate to the Data\<company Name>\Locks folder | ||
| + | ** Delete all files named ‘Gen###.net’ | ||
| + | * If you have all users logged out and you cannot delete a file you can log on to the server and perform the following steps: | ||
| + | # Windows>Start> Run | ||
| + | # Type fsmgmt.msc – opens the Shared Folders - shares/ sessions/open files snap-in | ||
| + | # Look under the Sessions or the Open Files to see which user is logged into SME | ||
| + | # Look for multiple sessions with the same user name, etc.. | ||
| − | + | == '''Symptom:''' User tries to log into SME and receives message ‘SKA Error 4’ == | |
| − | + | * Go to the Windows Control Panel> Internet Options> Trusted Sites | |
| − | + | * Add the URL - https://secure.softwarekey.com | |
| + | * Add the URL - http://www.high5software.com | ||
| − | + | ||
| − | <br> | + | |
| − | + | == '''Symptom''': User get’s ‘Error creating license file Access violation at address ##### in module 'Keylib32.dll' write of address’ == | |
| − | + | <br> Cause: SME cannot write to the High5Software/Data/<InsertCompanyName>/Locks folder due to permissions issues. | |
| − | + | * Go to the Windows Control Panel> Internet Options> Trusted Sites | |
| − | + | * Add the URL - https://secure.softwarekey.com | |
| − | + | * Add the URL - http://www.high5software.com | |
| − | + | * Go to Help> Tech Support Utilities> Code 832 (Opens Windows Explorer to the SME folders | |
| − | + | * Log all users out of SME | |
| − | + | * User ‘may’ also need to delete any and all of the files listed below from the SME executable folder and data folders | |
| − | + | ** high5.idx | |
| − | + | ** high5.dat | |
| − | + | ** high5.lf | |
| + | ** sqlink.dat | ||
| + | ** sqlink.idx | ||
| + | ** sqlink.lf | ||
| + | * May need to also check Windows access permissions on the High5software folders and make sure all users have Windows permissions to the High5Software folders. | ||
| + | * May need to remove lock files | ||
| + | ** Navigate to the Data\<company Name>\Locks folder | ||
| + | ** Delete all files named ‘Gen###.net’ | ||
| + | |||
| + | == Other Issues == | ||
| + | Contact support at h5sw.com | ||
Latest revision as of 15:15, 15 June 2016
The following are solutions to any license file issues that happen.
Symptom: User receives ‘Out of Seats’ message logging into SME when less than the licensed number of users are logged in to SME
- Clear out lock files
- Go to Help> Tech Support Utilities> Code 832 (Opens Windows Explorer to the SME folders
- Log all users out of SME
- Navigate to the Data\<company Name>\Locks folder
- Delete all files named ‘Gen###.net’
- If you have all users logged out and you cannot delete a file you can log on to the server and perform the following steps:
- Windows>Start> Run
- Type fsmgmt.msc – opens the Shared Folders - shares/ sessions/open files snap-in
- Look under the Sessions or the Open Files to see which user is logged into SME
- Look for multiple sessions with the same user name, etc..
Symptom: User tries to log into SME and receives message ‘SKA Error 4’
- Go to the Windows Control Panel> Internet Options> Trusted Sites
- Add the URL - https://secure.softwarekey.com
- Add the URL - http://www.high5software.com
Symptom: User get’s ‘Error creating license file Access violation at address ##### in module 'Keylib32.dll' write of address’
Cause: SME cannot write to the High5Software/Data/<InsertCompanyName>/Locks folder due to permissions issues.
- Go to the Windows Control Panel> Internet Options> Trusted Sites
- Add the URL - https://secure.softwarekey.com
- Add the URL - http://www.high5software.com
- Go to Help> Tech Support Utilities> Code 832 (Opens Windows Explorer to the SME folders
- Log all users out of SME
- User ‘may’ also need to delete any and all of the files listed below from the SME executable folder and data folders
- high5.idx
- high5.dat
- high5.lf
- sqlink.dat
- sqlink.idx
- sqlink.lf
- May need to also check Windows access permissions on the High5software folders and make sure all users have Windows permissions to the High5Software folders.
- May need to remove lock files
- Navigate to the Data\<company Name>\Locks folder
- Delete all files named ‘Gen###.net’
Other Issues
Contact support at h5sw.com