Overview

GFI MailEssentials reports a certain number of users, but the number of configured mailboxes in the domain is lower. This may cause the license count to be exceeded.

Solution

Users are counted depending on how MailEssentials is installed in the environment. More details are available in the How does MailEssentials Retrieve and Count Users? article.

Active Directory counts the active users with the mail attribute being set and active status.

In order to decrease the count of users, please remove the mail attribute or set the AD user inactive, then the count will be fixed. Depending on the environment this can be achieved by following the Managing Local Users article.

If the issue still persists, please generate the troubleshooting logs and share them with our Support team, so that we can investigate the matter further:

• Make sure that you have tracing enabled.
• Wait for at least 30 minutes to gather enough information and for the issue to be reproduced.
• Run the troubleshooter:
  1. Start > Programs > GFI MailEssentials > Troubleshooter
  2. Follow the Log Generation Wizard for collecting the required and pertinent information.
  3. Select New Case and uncheck the option "Upload files automatically".
  4. Upload the log folder to our FTP with the steps below:
     • Open Windows Explorer (Not Internet Explorer) and navigate to: ftp://ftp.gfisoftware.com
     • Go to File > Login As:
     • Login Information:
       • Username: gfi
       • Password: gfi911cust
       Note: Once you log-in, all the files and folders in the Windows Explorer window you previously opened will be hidden.
     • Drag and drop the Zipped Log Folder created previously into the FTP Window