Hi Bjørn,

This usually happens because there is a data row in the ap_lock table related to the document.  Can you review this table and while the user is not logged in or connected, remove the row and try again?

Is 604 the mobile user ID in this instance?  Try logging them out manually from the License module in the back-end application “Logged Users” tab, see if that clears the lock.

Thanks guys - 604 is the mobile user ID. I did Phil’s “quick fix” before i had a chance to look in the license module - but I’ll try that next time

I would not expect logging the user out would resolve the issue.  Reason, they had already tried the option to reinitialize which presumably the user actually already logged out.  Thus the session_id of connection would not have been the same as the lock when they log back in, no?