Database error: 161 - Maximum number of user count licenses has been reached
Topic T1223
Applies to All NEO Products
Problem You are unable to launch your NEO product due to this error.
Description This error shows when there is no valid license for Btrieve 12. Either because of an expired evaluation license or the Btrieve 12 license has not been correctly authorized or the Btrieve 12 license is still authorized on another machine.
NEO cannot start without a proper license for Btrieve 12.
A paid NEO product (upgrade) license will include a permanent license for Btrieve 12.
Always first Activate your NEO license under Help, License - this mostly authorizes the Btrieve 12 license correctly. If not follow the below resolutions.
Please Note: your permanent Btrieve 12 license can be found in NEO under Help, License after activating your permanent NEO license.
If NEO closes on startup due to this error, start NEO without opening a catalog by holding the Shift key while starting NEO. After NEO has started, go to Help, License to find your Btrieve 12 license key.
Resolution 1 - Using NEO Licensing FacilityWhen running NEO Pro 7 or NEO Find 3 (for NEO Pro 6 or earlier and NEO Find 1 see Resolution 4)
For NEO Pro 7 make sure you are running the latest NEO Pro 7 build 704x or later (in NEO go to Help, About). If not, download/install the latest version of NEO Pro before proceeding.
You can verify status of the Btrieve 12 license by going under All Programs to Actian Btrieve 12 License Administrator (please note: to authorize/deauthorize a license, this License Administrator needs to run in elevated mode - see below).
To resolve do following:
In NEO under Help, License click Deactivate – after this your NEO program will close
Then start NEO (Pro or Find) again and in the licensing window click Activate again (if NEO didn't close when deactivating, go back to Help, License to activate your NEO license again)
After this reboot your machine and start Outlook and NEO - the Btrieve 12 license should now be active.
If not resolved continue with Resolution 2.
Resolution 2 - Using Btrieve Licensing Facility
First close Outlook and NEO.
Then close the running Btrieve engine (if still running):
Open Task Manager (Ctrl+Alt+Delete), click the Processes tab (you may need to click More Details to see all running processes)
Scroll through the list and find w3dbsmgr.exe (you may need to check Show processes for all users)
Highlight w3dbsmgr.exe and end the process
Close Task Manager
Then run the Btrieve License Utility under Administrator rights:
Open Windows Explorer or My Computer. Navigate to where w3dbsmgr.exe is installed (usually C:\Program Files (x86)\Actian\Btrieve\bin or C:\Program Files\ Actian\Btrieve\bin)
Right click w3dbsmgr.exe and select Run As Administrator
In the same folder find guilcadm.exe
Right-click guilcadm.exe and select Run As Administrator
Now authorize the Btrieve 12 license key (see above under Description how to find your license key)
Reboot the machine and start Outlook and NEO
If not resolved continue with Resolution 3.
Resolution 3 - Using Btrieve Command Line Licensing Tool
First close Outlook and NEO.
Then close the running Btrieve engine (if still running):
Open Task Manager (Ctrl+Alt+Delete), click the Processes tab (you may need to click More Details to see all running processes)
Scroll through the list and find w3dbsmgr.exe (you may need to check Show processes for all users)
Highlight w3dbsmgr.exe and end the process
Close Task Manager
Now run the Btrieve Command Line Licensing Tool using Administrator rights:
Find Command Prompt (search for 'Cmd' or under Windows System under All Programs), right-click cmd.exe and select Run as Administrator
Start the Btrieve 12 engine: type command 'W3DBSMGR.EXE' and press Enter
Activate your license: type command "clilcadm -a <licensekey>" and press Enter (see above under Description how to find your license key). Wait for the licensing tool to return confirmation message.
Type "exit" to close the command prompt window
Reboot the machine and start Outlook and NEO
If not resolved contact us at support@caelo.com for assistance and include screenshots of the error you are seeing.
Resolution 4 - When running NEO Pro 6 (or earlier) or NEO Find 1 When running NEO Pro 6 (or earlier) or NEO Find 1
If getting this error while running NEO Pro 6 / NEO Find 1 this comes from Btrieve 12 which may have been installed during evaluation of NEO Pro 7 / NEO Find 3.
To resolve, uninstall Actian Btrieve 12 from the Control Panel, Programs.
After this download latest NEO Pro 6 or NEO Find 1 from here and repair or uninstall/reinstall NEO by running this latest installer.
Or upgrade to NEO Pro 7 / NEO Find 3 and purchase an upgrade license which includes a license for Btrieve 12.
Important Remark - in case Btrieve license authorized on another machine
If the Btrieve 12 license is still authorized on another machine, please deauthorize this license on the other machine first - either by deactivating your NEO license on that machine (which will automatically deauthorizes the Btrieve 12 license) or by using the Actian Btrieve 12 License Administator as outlined above.
If you do not have access to this machine anymore, contact us at support@caelo.com for assistance - either we can help you get this license deauthorized or we can provide you with a new Btrieve 12 license (small fee applies).
