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Unable to Log In to KB Admin Control Panel (Error: MAX USERS)

over 13 years ago | Article no. 2301
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THIS ARTICLE APPLIES TO:

All versions of Knowledgebase.

ISSUE DESCRIPTION:

User receives the error message “Error: MAXUSER” when attempting to log into the KB Admin Control Panel.

ROOT CAUSE:

This issue is due to a limited number of authorized users defined by your Knowledgebase license. If more users exist than are allowed under the license, you will encounter this error when attempting to log in to the KB Admin Control Panel.

SOLUTION OR WORK AROUND:

Execute the following SQL queries to determine the number of users you are licensed for and the number of users in your system. A third query allows you to disable user accounts to remove the error.


  1. This will give you the maximum number of users you are licensed for:
    • Use ecrmUser
    • Select CPa_maxInternalUser from tb_sysclientpackage
    • GO
  2. This will give you the users that are in the system
    • Use ecrmUser
    • Select   Use_id, Use_login, Use_status from tb_usrUser
    • GO
  3. Execute below update query to match the maxInternal user.
    • Use ecrmUser
    • updtate tb_usrUser  set use_status = '-1' where Use_id in ('x', 'y')

Note:  The letters x and y are sample use_id's chosen to be disabled. Use corresponding use_id's from the second query in the update statement to make the user inactive.

AFFECTED SYSTEMS & USERS:

Internal Users and Administrators

ADDITIONAL INFORMATION:

It is recommended that you de-activate any users who are no longer with your organization. If you find that your organization has grown beyond the original licensed limit, please contact your Moxie Software Sales Account Manager to discuss updating your license to meet your needs. Moxie Software Sales is available at 1-877-373-7848 (option 1).

ESCALATION PROCEDURE:

If you have trouble performing these steps, or have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.