Licensing Issues

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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:
  1. Windows>Start> Run
  2. Type fsmgmt.msc – opens the Shared Folders - shares/ sessions/open files snap-in
  3. Look under the Sessions or the Open Files to see which user is logged into SME
  4. Look for multiple sessions with the same user name, etc..

Symptom: User tries to log into SME and receives message ‘SKA Error 4’


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