This article covers the most common licence errors in COINS ERP+ and what to do about each one. For instructions on loading a new licence file, see Load a licence in Coins ERP+.
Error: 'Licence control number is not valid' (SY823)
This error appears when the licence file being loaded does not match the control number registered for your system. It is most commonly caused by loading a licence file intended for a different environment or company.
Confirm you are loading the licence file you received from Access Coins support, do not rename or modify the file.
Check that you are loading the file in the correct environment. A licence issued for your Live environment cannot be loaded in a non-live environment, and vice versa.
If the file appears correct but the error persists, raise a support ticket. Include the exact error message, the filename, and the environment name.
⚠️Important: Do not attempt to load the same invalid licence file multiple times. If the control number does not match, the file will not load regardless of how many times it is attempted. Contact support for a replacement file.
Error: 'Licence Limit Exceeded'
This error appears when usage of a licenced feature has exceeded the quantity permitted by your current licence. Common limits that trigger this error include:
XMS6 — messaging or integration volume
X-MSGOUT — outbound message count
X-EXDATAROWS — extract data row limit (for example, Extract Agent)
MT — concurrent user or module type count
You cannot resolve a Licence Limit Exceeded error yourself — the limit is set by your licence agreement and must be increased by Access Coins.
Note the licence type shown in the error (for example, XMS6 or X-EXDATAROWS) and the current usage figure if displayed.
Raise a support ticket requesting an increase to the relevant limit.
Include the licence type, the error message, the current usage figure and the quantity you need.
📌Note: Some limits reset monthly. If you are approaching the limit regularly, mention this in your support ticket so the team can recommend an appropriate increase.
Error: 'No licences can be found' or Licence Manager unavailable
This error appears when the application cannot locate the Licence Manager service. For COINS ERP+ On-Screen Take-Off and similar modules, this is typically the Dimtronix Licence Manager service running on your server.
Ask your IT team to check whether the Licence Manager service is running on the server.
If the service has stopped, ask IT to restart it.
Retry opening the application after the service has restarted.
If the service is running but the error persists, confirm the application is pointing to the correct server and port for the Licence Manager.
📌Note: If the Licence Manager service stops repeatedly, this may indicate a server resource issue. Ask your IT team to check server memory and CPU usage.
Licence file loads but shows fewer users or modules than expected
If a licence loads successfully but the number of licensed users, modules, or roles does not match your agreement, check the following:
Go to System, then System Setup, then Module/Licence Maintenance.
Review the loaded licence details to confirm the values shown match your agreement.
If the values are lower than expected, the licence file may be an interim or partial file. Raise a support ticket with your agreement reference and the values shown.
For errors related to workflow design slot capacity after loading a licence, see the Troubleshooting Licence Capacity Mismatch section in Load a licence in Coins ERP+.
Licence renewal — error or access issues near expiry
If your licence is approaching or has passed its expiry date, users may begin to see licence-related errors or lose access to certain modules.
Confirm whether your licence renewal has been processed. Check with your Access Coins account manager or look for a renewal email from Access Coins.
If you have received a new licence file, load it via System, then System Setup, then Module/Licence Maintenance, using the Load Licence tab. See Load a licence in Coins ERP+ for full steps.
If you have not received a renewal file and your licence is about to expire, raise a support ticket urgently. Mark the ticket as high priority and include your agreement reference number.
⚠️Important: Do not wait until your licence has expired before contacting support. Expiry can cause immediate loss of access for all users. Contact support as soon as you know a renewal has not arrived.
Raise a support ticket
Raise a support ticket if:
You receive error SY823 and the licence file appears to be the correct one for your environment.
A Licence Limit Exceeded error is blocking a process and you need a limit increase.
The Licence Manager service cannot be restarted by your IT team.
Your licence has expired or will expire and you have not received a renewal file.
Include the exact error message, the licence type or module affected, and your agreement reference number if available.