> For the complete documentation index, see [llms.txt](https://docs.rmhpos.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rmhpos.com/installation/licensing/licensing-troubleshooting.md). # Troubleshooting licensing {% hint style="info" %} If you have a troubleshooting question about licensing that is not answered below, please contact [**documentation@rmhpos.com**](mailto:documentation@rmhpos.com) to request an update to this topic. {% endhint %} ## Scenario: "All available product licenses are in use" error message In this scenario, a customer opens a licensed RMH app and receives the error message "All available product licenses are in use. If the application is not being actively used, check that other users have logged out. If the application is being actively used, try logging in again later." This message displays when the customer is actively using all of their concurrent (floating) license seats, and there are no more seats available in the license pool. To resolve this issue, customers should log in to any computers where the licensed RMH app is installed but is not actively in use, and manually close/exit the app to release the floating license seats back to the license pool. {% hint style="warning" %} If the licensed RMH app is running in a specific user session, and the user has locked the computer, do not forcibly terminate the user's session. The RMH app will not close gracefully, and the floating license seat may be locked for up to 48 hours. {% endhint %} ## Scenario: Customers are prompted to enter their license key again In this scenario, a customer opens a licensed RMH app and is prompted to enter their license key to activate the app. However, the customer has previously activated the app, so they are confused about why they are being prompted to enter the license key again. This usually happens because an employee has logged in to the computer using their Windows credentials and opened a licensed RMH app, which locks the activation signature stored on the computer under C:\ProgramData\RetailHero. If the employee locks Windows but doesn't shut down the RMH app, the app process continues running in the background and the activation signature remains locked. Later, if a different employee logs in to the computer using different Windows credentials and opens the same licensed RMH app, the app will attempt to access the activation signature. Unfortunately, the app will be unable to access the activation signature because it is locked. The app will prompt the employee to enter the license key to activate the app on the computer again (and create a second activation signature). To resolve this issue, you can: * Identify which employee previously logged in to the computer, and ask them to log in and close the RMH app to unlock the activation signature. * Enter the license key to activate the app on the computer again (and create a second activation signature). * Log in to the license management portal, locate the computer (device) where the license is activated and in use, and revoke the license for that app and unlock the activation signature. (You can also reset the license for the app. However, after the reset you will need to enter the license key to activate the app on the computer again.) ## Scenario: Activation fails with the error "Date header is not valid or set in past" There are two situations where activation may fail: * An RMH partner installs a licensed RMH app on a computer and enters the license key to activate the app. * A customer opens an RMH app that was previously activated. If the activation fails with the error "Date header is not valid or set in past" in the log file, the most likely cause is a time synchronization issue between the computer and the time server at time.windows.com. To resolve this issue, you can: 1. Right-click the date/time in the computer's system tray and select **Adjust date and time**. 2. In the **Date & time** system settings window, locate the option to synchronize the computer's time with the time server and click **Sync now**. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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