Licensing Issues

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’

• 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