The number of program users has been exceeded - how to release the license

The error occurs when the system detects more active connections than allowed by the license. In most cases, the cause is stuck (incorrectly terminated) sessions rather than an actual shortage of workstations.

When the user count error appears

• When logging into the program.

• After an аварійне завершення роботи (power outage, internet disconnection).

• When working through Remote Desktop (RDP).

• After closing the RDP window without exiting the program.

How to understand that licenses are occupied by stuck sessions

• Message «The number of program users has been exceeded».

• Message «No free licenses available».

• It is impossible to log in, although some users are not actually working.

How to free a license and restore access to the program

Quick solution (1–2 minutes)

1. On the computers where the program was previously used, open Task Manager.

2. Find the torgsoft.exe process.

3. Click End task.

4. Try logging into the program again.

If access is restored, no further actions are needed.

If the quick solution did not help — diagnostics

A. Stuck RDP sessions (terminal server)

What to do:

1. Log in to the server as an administrator.

2. Open Task Manager → Users.

3. Find users with the status Disconnected / Disconnected.

4. Perform Log off / Log off for each such session.

Result: license seats are freed.

B. Licensing service failure

What to do:

1. On the server, open Windows Services (services.msc).

2. Find the TorgsoftLicenceService service.

3. Click Restart.

4. Wait up to 5–10 minutes for the status to synchronize.

C. Clearing sessions via SQL (administrators only)

Safe algorithm:

1. Create an archive copy of the database through the program menu
   File → Archiving → Save database.

2. Only after that run the SQL query to clear active connections
   (the specific query depends on the DB version and is provided by technical support).

How to check that the licenses have been freed

• The program opens without a limit notification.

• The number of active users matches the actual number of working PCs.

How to avoid repeated license blocking

• Proper exit: always exit the program using the «Exit» button.

• RDP discipline: do not close the RDP window with the “X”. End the session on the server via Start — Click your server user — Sign out

• Scheduled restarts: restart the server 3–4 times a week at night.

• Antivirus: add the program directory to exclusions (licensing service).

• Power mode: disable sleep and hibernation on the server.

• Updates: use version 2022.0.59 and higher, where the licensing mechanism has been improved.