Max users exceeded error when opening Cornerstone

This error indicates that the number of computers with Cornerstone, Time Clock, or Practice Explorer open is greater than the number of seat licenses available in the installed activation key.  Below you will find basic troubleshooting steps you can take on your own to try to resolve the error before reaching out to Cornerstone Software Support.

To purchase additional seat licenses to increase the total number of users that can be logged in at one time, contact IDEXX Sales at 1-800-283-8386 option 5, option 2

Possible causes

• Cornerstone, Time Clock, or Practice Explorer are open when not in use.
• A connection is stuck in the database as being used, but Cornerstone, Time Clock, and Practice Explorer are closed on the workstations.
  • This can be caused by an improperly closed Cornerstone session such as:
    • Windows Terminal Session sign outForce close of Cornerstone through the task manager
    • Cornerstone crash while in use
• An old Cornerstone Activation key was used when Cornerstone was installed.
• Users access Cornerstone remotely and may not disconnect their session.

Tips to prevent this issue from occurring

• When exiting Cornerstone, choose File/Exit or click Exit on the menu bar versus using X in the upper right corner. Note: If you are missing an exit button on your tool bar it can be added for each member of staff by going to Controls > Defaults > Staff, Toolbar tab > Check Visible box next to the Exit icon. Close and reopen Cornerstone to reflect the changes.
• Fully exit all programs at the end of the day.
• Restart your workstations and Cornerstone Database Server at least once a week.
• If you are on Cornerstone 9.5 or higher, a Cornerstone administrator can end sessions from their workstation.
  • To access this setting click File > User Information.
  • From the list of logged in users, click to select the session to end.
  • Choose End Session.
    • If the Cornerstone session is in use, the logged in user will get a database connection error that will require them to exit Cornerstone to be able to log back in
    • If the login window is open, the user will receive a message that their username and password combination is incorrect and they should try again, but it will require them to exit/open Cornerstone to login successfully.
• Cornerstone 8.6 and above has an Auto-Logoff feature that may be beneficial to your practice.

Troubleshooting steps

• Reboot the Cornerstone Database Server. Note: All active users should exit Cornerstone prior to the reboot.
• If you are unable to reboot the Cornerstone Database Server, cycle the IDEXX Services. Note: All active users should exit Cornerstone prior to the following steps.
  • On the Cornerstone Database Server desktop, locate and open the Cornerstone Database Server icon.
  • Click Stop All and wait for the services to display as stopped.
  • 
  • Click Start All. Please allow 2-3 minutes once all services are running to open Cornerstone.
• If you are unable to perform these steps or are still experiencing errors, please reach out to Cornerstone Support at 1-800-695-2877 option 2, option 4. This team has a way to remove stuck connections without disturbing other Cornerstone users, however it is important to utilize the tips above to keep this issue from recurring.