Keywords: license, license management, active licenses, license count, end session, concurrent license limit, view license management, license exceeded, license history, login, login error, cannot login, license error
Summary
This article covers how licenses work in Cloud 9 and how to use the License Management window. It explains how to view active licenses, end employee sessions, and what to do if your practice needs additional licenses.
Overview
A license is required for each user logged into Cloud 9 at the same time. Your practice purchases a set number of licenses and the number of employees logged in simultaneously cannot exceed that count. The License Management window in Cloud 9 gives designated employees the ability to monitor who is currently logged in and manage active sessions to keep your practice within its license limit.
Accessing License Management
Navigate to View > License Management.
Note: Only necessary employees such as office managers and owners should be granted the View License Management permission in Edit > Setup > Employees > Permissions. This permission controls who can access this window.
Understanding Your License Count
The License Management window shows two key numbers at the top of the screen:
- Concurrent License Limit: The total number of licenses available for your Cloud 9 URL. This is the number of users that can be logged in at the same time.
- Total Active Licenses: The number of employees currently logged into Cloud 9 and actively using a license.
Every login to Cloud 9 counts toward your Total Active License count, including the employee accessing the License Management window itself.
Note: Not every action on the Cloud 9 login screen consumes a license. If a patient or staff member uses the Check In button or the Locator button on the Cloud 9 login screen, a license is not consumed. Only clicking the Login button with a username and password will use a license.
Note: Log On and Log Off times displayed in the License Management window are shown in Coordinated Universal Time (UTC). This is not necessarily your local time.
What Happens When the License Count Is Exceeded
If your practice has purchased 5 licenses and a 6th employee attempts to log in while all 5 licenses are in use, that employee will not be able to log in and will see the following error message:
“You are using all of your authorized licenses. Please log out of one computer and you will be able to login on this one, or use the License Management feature in HTML5 to End Sessions if you have the employee permission ‘View License Management.’ Please contact licensemanagement@cloud9.software to purchase additional licenses. Thank you.”
When this happens the employee will need to either wait for another user to log out, or someone with the View License Management permission will need to end an active session from the License Management window to free up a license.
If your practice is frequently hitting its license limit, it may be a sign that your team has grown and additional licenses would help keep things running smoothly. Reach out to Cloud 9 at licensemanagement@cloud9.software to discuss adding licenses to your account.
The License Management Window
The License Management window has a dropdown in the upper right to switch between two views: Active Licenses and License History.
Active Licenses View
This is the default view and shows all employees currently logged into Cloud 9 and using a license. For each active session the following information is displayed:
- Login Time: When the user logged in.
- Platform: Will always show as HTML5.
- License ID: A unique string of letters and numbers assigned to the license.
- Computer Name: The name of the computer the user is logged into.
- Computer ID: A unique string of letters and numbers assigned to the computer. This is generally used to confirm which specific computer a user is logged into, which is helpful when a user is logged in on more than one computer at the same time.
Tip: To find the Computer ID for a specific computer, click the Help icon (the question mark inside a circle) in the upper right of Cloud 9 and select About. The Computer ID string will be displayed there. You can match this to the Computer ID shown in the License Management window to confirm which session belongs to which computer. - Login Name: The username of the employee logged in.
- Schedule View: The schedule view the user is currently logged into.
License History View
The License History view shows the same information as the Active Licenses view but also includes the Log Off time for each session. This is useful for reviewing how many licenses are being used throughout the day and for identifying staff members who are not logging out when they step away from a computer. If a user walks away from one computer and logs into another without logging out of the first, that original license remains in use even though no one is actively using that computer, which can push your practice over its license limit.
Ending an Employee Session
If your Total Active Licenses exceeds your Concurrent License Limit, you can end an employee’s session from the License Management window to free up a license. When a session is ended, Cloud 9 notifies the affected employee that their session has been ended and who ended it.
To end a session:
- In the Active Licenses view, click on the session you want to end to highlight it. The End Session button in the upper right will become active.
- Click the red End Session button. A confirmation dialogue will appear asking if you want to proceed.
- Click OK to confirm. The session will be released and the employee will be logged out.
As always, if you have any further questions, please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.