Error: "You have exceeded the maximum number of users for your practice..."

This support note applies to:

AO Practice Manager (NZ)
AO Practice Manager (AU)
AO Tax (AU)
AO Tax (NZ)
AE Workpapers (AU)
AE Statutory Reporter (AU)
AE Statutory Reporter (NZ)
AE Practice Manager (NZ)
AE Practice Manager (AU)
AE Tax (NZ)
AE Tax Series 6 & 8 (AU)
AE Tax (AU)
Workpapers (NZ)

Article ID: 36680

In MYOB Accountants Enterprise (AE) or Accountants Office (AO), you may experience the following error "You have exceeded the maximum number of users for your practice. You will not be able to access this product until other users are logged off" when attempting to log into AE or AO.

This can occur where:

You have reached the maximum number of users according to your AE/AO licence, or
Users who are not logged into AE or AO are being recognised as "logged in" by the software.

To resolve this issue, reset the business user count by deleting the business_login.inf and business_lock.inf files.

To complete this task, you'll need all users logged out of any MYOB AE or AO products.

To delete the business_login.inf file

From the Desktop, click the folder icon
on the Windows Task bar to open File Explorer.

If you don't have this icon, you can also right-click on the Start
button and choose File Explorer.
Using Windows File Explorer, navigate to your Registration folder. This folder is commonly found in the following locations:
If you're using... Navigate to...
Accountants Office (AO) X:\MYOBAO\AOSQL\Registration
Accountants Enterprise (AE) X:\MYOBAE\AESQL\Registration or \\<ServerName>\MYOBAE\Registration
Where X:\ is the shared drive that AE/AO has been installed to or ServerName is the name of the computer where the full version of AE/AO has been installed.
Select the business_login.inf and business_lock.inf file and press the DELETE key on your keyboard. The business_login.inf and business_lock.inf files disappear.

If you receive the message "The action can't be completed because the file is open in another program...", ensure that no user is logged into AE or AO. You may need to restart, or Releasing open files on the server.

Still an issue?

Call support and quote KB 36680

MYOB INTERNAL STAFF ONLY

SR # 17172989118

Notes for support

Run AERego.exe and check if the details such as users, products are matching to what's in Salesforce.

If you're using...	Navigate to...
Accountants Office (AO)	X:\MYOBAO\AOSQL\Registration
Accountants Enterprise (AE)	X:\MYOBAE\AESQL\Registration or \\<ServerName>\MYOBAE\Registration