Resolving 'Max User Active Session Reached' Error on SanerNow Console

Overview:

Customers may encounter the error message: "Limit on number of users reached. Please try after some time" when attempting to log in to the SanerNow console.

Affected Deployment Types:

• On-Cloud
• On-Premise/In-House

Reason for the Error/Warning Message: This error occurs when a user has multiple active sessions using the same credentials, exceeding the allowed session limit.

Solution:

Option 1: Log Out of Previous Sessions

The specific user should log out of all previous sessions to free up active session slots and resolve the issue.

Option 2: Reset Active Sessions

For On-Cloud Customers:

• If the user cannot identify the active sessions:
  • Contact SecPod Support at [email protected] to reset the sessions from the backend.

For On-Premise/In-House Customers:

Follow these steps to manually reset/clear the active session for the reported user ID:

1. Log in to your Ancor server via terminal.
2. Type ancor-cli and enter the password.
3. Type ServiceMgmt to enter the Service Management CLI.
4. Run the following command to reset/clear the active session:

reset -u <userid>

Example:

reset -u [email protected]

Important Note: If a user account is used in more than five sessions at the same time, the system will display the error: "Limit on number of users reached. Please try after some time."

By following the above steps, the issue can be resolved efficiently. For further assistance, please reach out to SecPod Support.