Unable to assign Bot Creator license despite 2 available licenses

Hi ​@NinaNicolas ,
 here's what I figured out after going through this myself -

The most common reason this happens is that those licenses are already silently allocated somewhere else. If your setup has multiple Control Room environments (like a Dev, UAT, and Prod), those same Bot Creator licenses might still be "checked out" against another environment even though they look free on your current one. Go into each of those environments, find the user under Administration > Users, edit them, and explicitly set the device license to None and save. Once you do that properly, the license actually frees up correctly.

Second thing to check - look at the role assigned to this user. Your own screenshot actually gives this away! The dialog box says "Device licenses are only applicable if the user does not have the Administrator role." So if the user you're trying to assign to happens to have the AAE_Admin role or any system admin privileges, the Control Room gets confused about the license assignment. Go check the user's Roles tab and see if that's the case.

Third thing - inactive or deleted users sometimes hold onto licenses without anyone realizing. Someone probably got removed from the system but the license wasn't released beforehand. Go through your full user list including inactive ones under Administration > Users and check if anyone still has a Bot Creator license sitting against their name unnecessarily.

And lastly - if you're on an on-premise setup, sometimes the Control Room's local license count just gets out of sync with what the actual license server sees. A Control Room service restart usually forces it to re-sync and the count corrects itself.

Honestly, start with the first one - checking other CR environments. That's fixed it for me and a few colleagues about 80% of the time. The license just needs to be properly released from the other end.

Let me know how it goes - happy to help further

Hi,

Thanks for your message.

I already checked all of that carefully. We do have the correct number of licenses allocated (see screenshot) in the two other Control Rooms, but despite that, I’m still unable to assign a license to them.

I also verified that they do not have any admin role assigned (see screenshot of the 3 control rooms)

At this stage, everything seems to be configured correctly, but the issue is still happening…

Thank you for your help

Hey, glad you checked all the basics -since those are all clear, here are a few deeper things worth trying:

• Check for Fail-Safe Mode -Go to Administration > Licenses and look for any fail-safe warning. Also check your Audit Log filtered by license events. CR can silently enter fail-safe if it ever lost connection to AA's server, and that blocks assignments without any obvious alert.
• Don't trust the UI count blindly -The "2 available" is pulled from a local cache. Go to Administration > Licenses > License Summary and check the "Deployed across Control Rooms" section -that's what the actual license server sees across all environments combined.
• Try a full user removal + re-add on the other CR -Instead of just toggling the license to None, fully remove the user from the other Control Room and re-add them. There's a known ghost state where the server still sees the license as allocated even after it looks released on the UI.
• On-prem only -check your firewall -Make sure (AA's cloud license server IP) isn't being blocked. Even an intermittent block causes this exact symptom.

Lastly - raise a ticket with AA Support support.automationanywhere.com (mark it High Priority)

Include:

• Error code: license.exception.featurelicenseexceeded
• Screenshots from all 3 CRs
• Audit Log export from when the issue started
• Your CR build/version number

This seems a backend license server issue -only AA Support has the tools to fix it. And yes, others have had this resolved without any user deletion, so it's definitely fixable!

Come back and share what they find -will help the community too!

Hi, 

Thank you for your answer 

I tried to open a ticket but here the mail I received back : 

Dear Customer,

Case 02303697 has been closed and is unable to capture new updates.

If the issue persists and further assistance is needed, please re-open this case from A-People Support Portal. If you would like assistance with a new issue/request, please submit a new case so that we may promptly assist you.

Thank you for your understanding.

Do you have another email ? 

Thank you