Knowledge Base

How to proceed when the Client Apps licenses are not counted properly

This article is meant for users of CodeTwo Public Folders. This software has been discontinued. You can check the list of currently available CodeTwo products here.


The Syncing Master counts more Client Apps (Outlook Add-in, File Sharing App or the Mobile Apps) licenses than are actually in use. This can happen, for example, after reinstalling the operating system and all the applications or moving the Client Apps to another machine. The following error message will be displayed on client machines when opening Outlook:

Licensing error. Please order additional licenses or contact the software vendor.


You can check which devices are licensed on the Licensing tab of the Public Folders Administration Panel (Fig. 1.).

Fig. 1. Checking the licensed devices.


To restore the proper counting of Client Apps licenses, you need to restart the C2PublicFolders service on the computer where the Syncing Master is installed.

There are two ways of doing that, depending on which CodeTwo Public Folders version you are using:

For Outlook Add-in only

If the procedure for your version does not restore the proper counting of Outlook Add-in licenses, close all Outlook instances, repeat the procedure and then relaunch the instances.

Version 4.7 and later

In version 4.7 and later, you can restart the C2PublicFolders service from the Administration Panel:

  1. On the computer with the Syncing Master installed, go to Start, Programs and run Public Folders Administration Panel.
  2. On the Other tab, open the Syncing Master tab and in the System service status section click the Stop button (Fig. 2.).

CodeTwo Public Folders Administration Panel
Fig. 2. Stopping the Syncing Master.

  1. ​After the service has been stopped, the button changes to Start. Click it again to restart the service.

Versions prior to 4.7

In versions prior to 4.7, you need to restart the service manually in the Services Control Panel applet.

  1. On the computer with the Syncing Master (server module) installed, open the Control Panel, go to the Administrative Tools, Services and find C2PublicFolders service on the list (Fig. 3.).

C2PublicFolders service
Fig. 3. Locating C2PublicFolders on the Services list.

  1. In the upper left corner, Stop the service and then Restart it (Fig. 3.).