The accountant starts Optima in the morning and, instead of the login screen, sees the message "Failed to retrieve information about available modules. The program is running in STARTUP VERSION". After five minutes it turns out that Menadżer Kluczy on the server lost connection to Comarch servers eight hours earlier - someone had meanwhile changed the firewall rule "to make it safer". Until then, the modules had been running from cache, so nobody noticed the problem. Five workstations are down, KSeF is waiting, and nobody in the company knows where to start.
This is not a made-up scenario, but a typical example of why IT support for a company using Comarch ERP Optima requires a different mindset than supporting a standard SQL-based application. Optima is not one program, but an ecosystem: the SQL engine, the client application, Menadżer Kluczy, web modules (Comarch HRM, DMS, BI Point), synchronization with Comarch Mobile, integration with KSeF and increasingly - from 1 February 2026 - communication with Comarch servers enforced by the subscription model.
In IT support for companies using Optima, we encounter the same few things that surprise people: that the license is a network service, that each module adds a separate piece of infrastructure, that quarterly Optima updates are one-way, and that from 2026 the loss of warranty continuity is not only a financial problem, but an operational one.
Comarch ERP Optima is an ecosystem, not a single application
Optima in a classic installation is a 32-bit Windows application connecting to Microsoft SQL Server (supported versions 2016-2022, both Express and Standard or Enterprise). This is the description that appears in the documentation and that many administrators treat as the whole picture. In practice, correct operation of Optima requires at least four things at the same time:
a SQL server with the company database and configuration database (CDN_KNF_Konfiguracja),
Menadżer Kluczy installed as a Windows service,
network access to Comarch servers (ml.comarch.pl and erp.comarch.pl over TCP 80 and 443) for virtual keys,
correct SQL Server configuration with the Polish_CI_AS collation and mixed authentication mode enabled.
On top of that, there are supporting modules: Comarch HRM on IIS for HR teams working through a browser, Comarch DMS with a separate database for document workflow, a synchronization server for Comarch Mobile, and Comarch BI Point for reporting. Each of them has its own hardware requirements and its own update path.
In a company employing 25 people, where eight work on Optima, three through Comarch HRM and one through Comarch Mobile in the field, the infrastructure is no longer one SQL server, but several components that must be maintained consistently. That is why IT support for companies with Optima is, in practice, about making sure these components do not drift apart in versioning and that none of them is left without monitoring.
Menadżer Kluczy - a single point that can stop the entire company
Menadżer Kluczy is a separate Comarch application installed as a Windows service called "Comarch ERP product key management", which intermediates between the client application and the license. Without it, Optima starts in DEMO mode - which, functionally, means it does not start at all for a production company.
Keys come in three variants: a physical HASP USB dongle, a virtual key (activated by contacting Comarch servers) and SoftHASP in the form of Softhasp.sig and Softhasp.dat files. In companies where we provide IT outsourcing, we most often encounter virtual keys, because they eliminate the problem of a physical medium. They do, however, have one limitation that must be known when designing the infrastructure: a virtual key requires contact with Comarch servers at least once every 24 hours. If Menadżer Kluczy loses connection for longer, modules stop being downloaded and workstations cannot log in. In practice, the lack of connectivity may be masked by the cache of downloaded modules - the system can appear to work normally for some time - but that does not remove the requirement for periodic communication. Sooner or later, a lockout occurs.
There are three practical consequences. First, Menadżer Kluczy is usually installed on the same server as SQL - which looks reasonable until you realize that restarting the server blocks both the database and the license at the same time. Second, the firewall in front of the server must have a persistent outbound rule for Comarch addresses - a one-time change to the "block outbound by default" policy can bring the company to a halt the next day. Third, Menadżer Kluczy has a tab called "Notify when the key loses contact with Comarch servers" - enabling it takes a minute and saves you from the situation described in the introduction.
In companies where we provide IT support for Optima, we monitor Menadżer Kluczy separately from Optima itself: we check the service status, the padlock color in the tray and the date of the last communication with the license server. This is one of the things included in the fixed monthly fee - we call it "batteries included", because it is an operational routine, not a separate project.
Comarch modules and their own infrastructure requirements
For many companies, Comarch HRM is the second ecosystem element after Optima itself. It runs as a web application on IIS, uses a separate database (or separate schema) and requires a separate license in Menadżer Kluczy. On the infrastructure side, that means: a server with IIS, an SSL certificate for the internal domain (if HRM is to be accessible to employees outside the office), a reverse proxy in case of security requirements, and backup of the HRM database and the main database as a pair (drift between them can produce incorrect HR data).
Comarch DMS adds another database and another application server - this time for document workflow, purchase invoices and OCR. In the installations we maintain, DMS most often runs on a separate machine, because it generates a different load profile than accounting work on Optima - image processing and OCR load the CPU and memory in a way that the SQL database on the same server "will not forgive".
Comarch Mobile is, in turn, a synchronization server between the mobile app used by sales representatives and the Optima database. Synchronization consumes a license in Menadżer Kluczy based on the device identifier, and every phone change for a sales rep requires contact with Comarch support to release the mobile license. For the IT team, that is a routine matter, as long as someone keeps track of it.
Comarch BI Point is reporting - simpler from an infrastructure perspective, but with its own entry threshold: subscriptions for report users, recipient limits for email distribution and a separate access module.
Each of these components means an additional database, an additional service and an additional set of firewall rules. That is why in every Optima-HRM-DMS infrastructure audit we start with an inventory: what is installed, in which versions, with which backup system and who knows about it. In three out of four cases, it turns out that the company has a Comarch module IT had no idea existed - because it was implemented by an accounting partner five years ago.
Quarterly versions and database conversion - where things can fail
Comarch releases new Optima versions on a quarterly cycle: 2026.0, 2026.1, 2026.2, 2026.3, plus hotfixes such as 2026.1.1. In 2026, the pace is even faster, because KSeF development forces further iterations. For IT, this means an average of four full environment upgrades per year, each involving database conversion.
Database conversion in Optima is one-way. After running the update and converting the database from version 2025.2 to 2026.0, you cannot go back without restoring from a backup. Failed conversions do happen - not as the norm, but as a real risk, especially with larger version jumps or databases with custom add-ons and modifications. One failed update can take a company offline for half a day if there is no current backup from before the attempt.
That is why, in the installations we maintain, the Optima update protocol is fixed: a full database backup right before, a test update on a copy of the production database on a test machine, and only then the production update in a maintenance window. For companies with multiple databases (e.g. an accounting firm serving 40 clients), converting all databases is a separate project in the calendar, not a one-click operation.
On top of that comes the requirement for active Comarch warranty (support). Version 2026 requires warranty valid on 3 November 2025, and according to the manufacturer's announcements, the open upgrade is to be withdrawn from sale in May 2026. In practice, that would mean that a company that loses warranty continuity in mid-2026 will not be able to renew it in the old model after May - the only path to the current version with KSeF support will be a move to subscription. An IT team that keeps track of warranty dates saves the company from an uncontrolled license change at the worst possible moment.
Subscription model from 2026 - license as part of the infrastructure
From 1 February 2026, Comarch introduced a full subscription model for the desktop version of Optima. It replaced the previous perpetual license: instead of a one-time purchase and annual warranty fee, the user pays a monthly fee for access to the system. Once the subscription expires, logging in to Optima is impossible.
From the IT department's perspective, this is a qualitative change. The license, which until now was a capital purchase and a document in a drawer, has become a continuous service with its own risk of interruption. Login is blocked after 30 days of payment delay, and after 90 days the subscription agreement terminates automatically. For a company in the middle of accounting season - for example in April, before annual tax returns - this is a scenario nobody wants to test.
Comarch offers three licensing options, each with different implications for IT infrastructure:
Subscription on your own server - Optima is hosted at the client's site, with a monthly fee per module, and the infrastructure is maintained by the company or the IT partner. This is analogous to the old on-premises model, it differs only in the payment model.
Chmura Standard - Optima runs in Comarch's Data Center, and the client connects through Remote Desktop. Backup, SQL Server and updates - on Comarch's side. The client has no physical access to the database.
Chmura Enterprise - dedicated infrastructure in Comarch's Data Center with the possibility of custom add-ons and deeper integrations. For companies that want cloud convenience but need modifications atypical for Chmura Standard.
With a subscription on your own server, the role of the IT partner is the most classic one: maintaining SQL Server, Menadżer Kluczy, backups and updates. With Chmura Standard, the scope changes, but it does not disappear - remote access management, authentication policies on the Comarch gateway, synchronization with local systems (e.g. local Active Directory) and integrations with external platforms such as Baselinker or e-commerce APIs are added. Chmura Enterprise in practice requires the same work as a local subscription, only the physical infrastructure is located in Kraków.
In IT outsourcing, which we enter after the client moves to subscription, we shift the emphasis somewhat: more attention is paid to access to the Comarch client portal, monitoring subscription status, keeping track of payment dates (informationally, not financially) and the integrations the client has already built on their side.
The most common Comarch Optima error messages and their causes
Administrators and IT support teams encounter a fixed set of messages in Optima that seem puzzling at first glance, but in practice have documented causes and proven fixes. Below are five messages that really appear אצל clients - each with the cause and the direction of action.
"Failed to retrieve information about available modules. The program is running in STARTUP VERSION" (ID 29999)
The program switched to startup mode because it did not download the license from Menadżer Kluczy. Startup mode has one characteristic limitation: the date span between documents in the database cannot exceed 30 days (60 days in older versions). Above that threshold, saving new documents is blocked, and the whole company works in read-only mode. The cause is a lack of communication between Menadżer Kluczy and Comarch servers, an incorrectly configured virtual key, an unplugged HASP dongle or missing SoftHASP files on the main drive.
"System memory in resource pool 'internal' is insufficient to execute this query" (ID -2147217900)
The message comes from the SQL Server engine - the internal memory pool could not handle the query. The cause is an outdated SQL Server version without the latest fixes. The solution is to install the latest Service Pack and Cumulative Update for the version of SQL Server you have. The problem typically appears when saving sales documents or cash transactions in companies that grow faster than anyone has updated the database engine.
"[DBNETLIB][ConnectionWrite] (send) Connection error" (ID -2147467259)
This message indicates a broken session between the Optima application and the SQL server. The most common causes are an unstable network (wireless, damaged cable, switch issues), an SQL query timeout, or a conflict with TCP Chimney Offload and RSS features in the network card. The classic solution in the installations we maintain is to create an SQL alias to the local address (127.0.0.1) and disable network adapter sleep in the power management policy.
"Incorrect syntax near 'IF'" during database conversion
The error appears during an upgrade to Optima 2026.1+ on older SQL Server versions. The database conversion in the new version uses T-SQL constructs that SQL Server versions before 2016 do not support. The solution is to migrate the database engine to SQL Server 2016 or newer before retrying the update. Trying to skip this step and "force" the update ends with the database being left in an inconsistent state and requiring restoration from backup.
"The ALTER TABLE statement conflicted with the FOREIGN KEY constraint"
Database conversion stops on a foreign key conflict - the schema of the new version does not match the existing data in the database (a classic example: the CDN.TypNieobecKartaPracy table and the FK_TNBTnkLink constraint). The cause is data that was allowed in previous versions but breaks referential integrity in the new schema. The solution is to run the repair script on the database - in practice, you need to contact Comarch Support or a Comarch partner who can provide the script. Do not try to modify constraints manually without that script.
FAQ - the most common questions about infrastructure for Comarch ERP Optima
Is SQL Express enough for Comarch ERP Optima?
For a single-station or small multi-station installation with a small database - yes, Express does the job. The 10 GB per database limit and 1 GB of RAM for the engine start to hurt in companies with a large amount of sales documents or extensive warehouse records after a few years of operation. From our deployments, the 10 GB threshold typically appears after several years of active work - the exact moment depends on the industry, number of users and intensity of warehouse operations. The same issue applies to infrastructure for enova365 - the SQL mechanics are identical.
How often does Optima require updates?
Comarch releases four major versions a year on a quarterly cycle, plus hotfixes between them. In 2026, the pace increases because of KSeF. In practice, a company should plan a full environment update once per quarter, and smaller hotfixes as they appear. Updating without a database backup is asking for trouble - conversion is one-way.
Does Menadżer Kluczy need to be kept on a separate server?
No, in most deployments Menadżer Kluczy sits on the same server as SQL. In larger installations where availability is critical, separation makes sense - then restarting one service does not block the other. This is a design decision, not a vendor requirement.
What happens if Menadżer Kluczy loses internet access?
Virtual keys require contact with Comarch servers at least once every 24 hours. After that time, modules stop being downloaded and workstations cannot log in to Optima. That is why monitoring communication with ml.comarch.pl and erp.comarch.pl over TCP ports 80 and 443 is just as important as monitoring the SQL database itself.
Does Comarch Optima in Chmura Standard mean the company no longer needs IT?
Optima in Chmura Standard removes from the company the maintenance of the server, database and Comarch updates. It does not remove maintenance of workstations, fiscal printers, remote access, the network, email, integrations with external platforms or user account management. For a company employing more than a dozen people, IT support remains necessary - only the scope changes.
Can you go back from Optima 2026 to 2025?
No, Optima database conversion is one-way. Returning to the previous version is possible only by restoring the backup made before the update. That is why a full backup of the production database before every update is mandatory.
What does a Comarch ERP Optima database backup look like?
The Optima database is a standard Microsoft SQL Server database - backup is performed using standard SQL tools. In practice, SQL Server Management Studio, T-SQL scripts or solutions such as Veeam Backup for Microsoft SQL Server are used. Comarch also offers iBard as an off-the-shelf solution, but the choice of tool is independent of Optima itself. The backup must cover not only the company databases, but also the configuration database (CDN_KNF_Konfiguracja) and - if used - the Comarch HRM and DMS databases. The principles of modern backup (3-2-1, restore tests, retention of historical versions) apply to Optima databases just as they do to any other production database.
How can employees be given secure remote access to Optima?
The most common solution in an on-premises installation is a terminal server (RDS) with the Optima application published. The user connects via RDP to the server instead of running the Optima client locally over VPN. In the Chmura Standard model, Comarch itself provides access via RDP to the environment in the Data Center. VPN with a local Optima client is possible, but on links with higher latency the application responds noticeably slower, because every operation on a list is a separate communication with SQL.
What does a fixed monthly fee for IT support for a company using Optima provide?
The subscription covers routine operational tasks around Optima and the accompanying infrastructure. This includes monitoring the SQL Server and Menadżer Kluczy, backup and restore tests, operating system patch management, verification of Comarch warranty status, keeping update deadlines on track and helping users in day-to-day work. We call this the "batteries included" model - the client does not receive a separate invoice for every routine task. Outside the subscription are larger projects: major version migrations, deployment of a new Comarch module, mail migration.
Does Optima require ISO 27001 compliance on the part of the IT support company?
ISO 27001 on the IT provider side is not a requirement of the Optima vendor. For companies processing personal and financial data in an ERP system, it is an industry standard that brings order to access management, backups and incident response. The ISO/IEC 27001:2022 certificate applies to Helpwise IT's internal processes; it is not a direct guarantee of the client's data security - but it does guarantee certain standards under which that data is processed on our side.
When to review the infrastructure for Optima
A few symptoms that appear most often in Comarch ERP Optima clients:
Workstations log in to Optima slowly, because Menadżer Kluczy tries to renew the license over an unreliable connection once every 24 hours.
The company missed the warranty deadline and learns that it can no longer download a version with support for the current KSeF.
The database in SQL Express is approaching 10 GB and nobody has planned a migration to Standard.
The last Optima update ended with an error, recovery took all day, and the backup turned out to be two months old.
Comarch HRM, DMS and Mobile are used by different employees, but nobody in the company has a complete list of what is installed and in which version.
If you recognize any of these symptoms, it is time to review the infrastructure calmly before the next update or before the warranty expires. Helpwise IT maintains Comarch ERP Optima environments for companies that do not want accounting to grind to a halt when something in the infrastructure goes wrong. We work in a fixed monthly subscription model, in which routine operational tasks are included - IT support, IT assistance and monitoring at one price, without extra charges for every technician visit. Tell us where your Optima is at right now - we will point you to where to start.
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Sources
[1] Comarch, Hardware and software requirements for Comarch ERP Optima, knowledge base 2026 - https://pomoc.comarch.pl/optima/pl/2026/dokumentacja/wymagania-sprzetowe-i-programowe/
[2] Comarch, Comarch ERP Optima hardware requirements, product page - https://www.comarch.pl/erp/comarch-optima/informacje-dodatkowe/wymagania-sprzetowe/
[3] Comarch, Comarch ERP Menadżer Kluczy guide, Comarch ERP Optima knowledge base - https://pomoc.comarch.pl/optima/pl/2018/index.php/dokumentacja/instrukcja-menadzer-kluczy/
[4] Comarch, Comparison of models: Subscription, Chmura Standard, Chmura Enterprise, 2026 - https://www.comarch.pl/erp/comarch-optima/porownanie-modeli-subskrypcja-czy-chmura/
[5] Comarch, Message ID 29999 "Failed to retrieve information about available modules. The program is running in STARTUP VERSION.", knowledge base - https://pomoc.comarch.pl/optima/pl/2022/dokumentacja/komunikat-id-29999-nie-udalo-sie-pobrac-informacji-o-dostepnych-modulach-program-pracuje-w-wersji-startowej/
[6] Comarch, Message ID -2147217900 "System memory in resource pool internal is insufficient to execute this query", knowledge base - https://pomoc.comarch.pl/optima/pl/2022/dokumentacja/komunikat-id-2147217900-pamiec-systemowa-w-puli-zasobow-internal-nie-wystarcza-do-wykonania-tego-zapytania/
[7] Comarch, Message ID -2147467259 "[DBNETLIB][ConnectionWrite] (send) Connection error", knowledge base - https://pomoc.comarch.pl/optima/pl/2022/dokumentacja/komunikat-id-2147467259-dbnetlibconnectionwrite-send-blad-polaczenia/